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Business Profile

Newspaper

The Press-Enterprise Newspaper

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Press-Enterprise Newspaper's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Press-Enterprise Newspaper has 6 locations, listed below.

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I noticed that my PayPal account was being charged $174.99 so I called the Press-Enterprise, ********* using the phone number provided I was told that I had no subscription and to provide them with the account number and email address, I did and they said they cannot find my account. I was then asked to send proof that the charge was coming out and that I had an account via email and they would find it that way. I sent screenshots of my account showing the account number, the email address, and the money being pulled from my account. I asked my bank to stop payment as the charge was for The Press-Enterprise and they did, I had a response back stating that they still could not find my information and so I asked for a supervisor. They also sent me an attachment of another customer's billing information in this email to me. They provided me with her name, address, how much her card was charged, and her account number.
      The next day they re-ran the charge under Media News and a supervisor did call me and told me they had to have the last 4 digits of my card in order for accounting to find my account because they cannot find that they are charging my account. They also stated that they have no phone number so I would have to call their main number to reach him. The money was pulled from my account the next day.
      I never got an email indicating that this was coming up for auto renewal and when I saw the charge I called them straight away to stop this from coming out of my account. They are stating that they cannot find my account but I believe that this was a stall tactic and that they will continue to not find my account or to find it and state that they refuse any and all refunds.
      I just want my money back for a service that I tried to stop.

      Business Response

      Date: 03/16/2023

      In response to your filing regarding charges. WE have no record of a subscription to *** ****** **** ** *********

      Our company does not accept payments using PayPal.
      Still, I will check with our corporate finance team but will need a couple pieces of information to do so:

      - the first 6 digits of the credit or debit card that was charged

      - the last 4 digits of the same card

      - the dollar amount hat you were charged

      Please send the information and I will check on thisand round back to you.


      ***** *******
      Manager of Customer Relations
      Southern California News Group
      *****************

    • Initial Complaint

      Date:02/01/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This account automatically renews at whatever rate they choose to charge. I had been made a "deal" in the past to lower the fee - but was unaware that T the next renewal date IT reverted to the $150.50 amount. Now, I called to cancel altogether and they claim this is prepaid so they DO NOT REFUND. I want this account cancelled immediately and the balance refunded to the credit card they hijacked. I am on the phone with them now and they say that they will not refund my money. They are going to bring papers until March 27, 2023 which is the expiration date they are giving me since they automatically renewed it themselves and stole the money from me to pay for it. I cannot believe that a business that is prepaid can simply make a "policy" of no refunds and be allowed to get away with it. Most businesses actually deliver goods or services before they are paid and they will still issue refunds. But then again, they are ethical and not thieves.

      Business Response

      Date: 02/02/2023

      Thank you for contacting us via the Better Business Bureau portal.
      We are members of the Better Business Bureau and have a strong committment in resolving any and all disputes.
      In view of your account details, I find that your remaining balance is $138.60 

      Our company does have a no refund policy, as we sell term subscriptions but as your have requested, the subscription will stop effective February 3, 2023 and the balance will be returned to your AMEX card used to make payments. 

      Customer Answer

      Date: 02/10/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am concerned however, that the days have passed and the credit is still not apparent on the credit card.  I would ask that they process the refund now.

      Thank you

      **** ***********

    • Initial Complaint

      Date:01/23/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been receiving horrible service from my news paper subscription with the Press Enterprise (PE). So on 1/16/23, I called and E-mailed to cancel the service. My normal billing date is 1/23/23 (monthly). So they cancelled the subscription on 1/17/23 and billed me on 1/17/23 and refused to give me my money back even though they billed me well over 7 days in advance. I have tried multiple times to get a hold of a "manager" there in the customer service department and each time I have to wait on hold well over an hour to speak to a rep claiming to be a manger who refuses to honor the refund request. On 1/23/23, again I called and finally got a "manager" named **** (ID# ****) who claimed it is a prepaid service with no refunds. I reminded them that they did bill well over a week in advance and after they were notified to cancel the subscription. He refused to issue a refund and claiming that he was the final authority. it should be noted that they claim they do not issue refunds and have also stopped delivering the paper. So by refusing to issue the refund of unearned money and by also not delivering the paper they are just stealing people's money.

      Business Response

      Date: 01/29/2023

      Thank you.

      Our company does have a no refund policy, and the customer was offered an extension of days not received.
      A refund of the unsused portion of his account will be processed today.  The account received credit for the days we were informed were not delivered and a refund in the amount of $16.70 will be returned to the credit card used to make payment. 

    • Initial Complaint

      Date:01/16/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is my second complaint.

      I had requested to have my paper thrown behind my mailbox due to it being estroyed by rain when thrown in my driveway.

      For one day those directions were followed.

      I have another soaking wet paper and I was on hold over 30 minutes trying to get a person to help me and I finally gave up.

      I am 80 years old and do not need this lack of service.

      Thank you.

      Business Response

      Date: 01/22/2023

      We received the Better Business Bureau filing on January 11th
      At that time I sent a detailed message to our distribution team asking for the paper to be delivered onto the rocks behind the mailbox and NOT on the driveway
      I am surprised to learn the BBB has no record of my reply to the formal comlaint 

      A member of our staff will reach out to ***** ****** to find if the delivey issue has been resolved

    • Initial Complaint

      Date:11/15/2022

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      signed up online for home delivery of the Sunday edition of the press enterprise. The first Sunday after subscription was active, did not receive a newspaper. I filed a missed paper form on website. Never recevied a paper and no communication from them. The second Sunday after active account did not receive a paper dilvery. Called to cancel and told by a manager (*****) that there are no refunds on pre paid subscriptions. He was very rude and hung up on me. Did not notice a no refund policy when I ordered.

      Business Response

      Date: 11/18/2022

      Ms. ******* placed the order for this subscription online and checked the information box that she agreed to the terms and conditions of the order. Our no refund policy is outlined in the Terms and Conditions  I am sorry that the customer did not receive her Sunday paper, two weeks in a row. In light of the service issue a refund in the amount of $27.50 has been issued and the funds returned to the Visa card used to make payment

      Customer Answer

      Date: 11/18/2022

       Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:09/22/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Non delivery of the Riverside Press Enterprise newspaper on September 22, 2022. After three calls to their automated phone service, 3 times 7:15 am, 9:30 am and 3:00 pm, I am still waiting to receive my daily paper at 5:15 pm.

      Business Response

      Date: 10/15/2022

      Please accept our apology for the paper not delivered on 9/22.

      A credit equal to 7 days delivery has been placed on your account

      Customer Answer

      Date: 10/18/2022

       Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received an apology from the carrier, and will consider the problem solved.
      ***** ******* 

    • Initial Complaint

      Date:09/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On or about 5.24.2022, I paid The Press-Enterprise for a 1 year subscription for a Sunday news paper to be delivered to my house located at ***** ***** ****** ********* ** ****** During this time I have received 2 news papers. I have called the the Press-Enterprise 3 times to inquire about my news paper. The last call was made 8.25.22. I spoke to the manager who would only give his name as ***. *** tolled me he was sorry, but he could not live up to his part of the contract because he did not have employees to deliver the paper. I asked for a refund of my money and *** again said he was sorry, but he could not refund my money due to company policy of no refunds. At this point ,I want my money($40) back.

      Business Response

      Date: 09/22/2022

      We contacted the customer on September 8th, after she contacted our customer service department. 
      We then contacted our finance team in Colorado and the refund of $40.00 was completed on 9/10/22

      Her subscription offer included an electronic gift card in the amount of $20.00 which she redeemed

      This issue has been resolved

      ***** *******
      Manager of Customer Relations

      Customer Answer

      Date: 09/23/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did receive a refund of my $40. I didn’t receive a $20 gift card. I consider this matter closed.

    • Initial Complaint

      Date:08/29/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Press Enterprise sent me an offer via email for a subscription for $1.00 for six months, after that I would be charged the normal price. They billed my credit card the $1.00 on 7/15/22. Several days later I finally had digital access but was not receiving the paper copy on Sunday. I called multiple times to enquire about my Sunday paper and only got an excuse each time. Several Sunday's later the first copy arrives and when I looked at my billing statement I see an unauthorized charge of $21.00. I only authorized the $1.00 promotion charge and never authorized my card to be charged $21.00. I contacted them and asked them for a refund of my money back since this was done without my permission. They still charged my card $5.51.

      Business Response

      Date: 09/01/2022

      Thank you for contactiing us via the Better Business Bureau portal.
      In review of your account, I found that your DIGITAL ONLY subscription started on 6/5/22. Your payment of  $1.00 paid for the Digital Only subscription until 12/4/22
      On 6/21 you contacted our call center, added your address on Portrait rd and upgrade the account to Sunday Only service, at a higher rate.

      Delivery on Sunday was not part of the introductory Digital Only rate that you first purchased. 
      Because your account was set up on auto pay, your Amex card was charged on 6/21 for the amount of $21.00
      On 7/17 you contacted us to cancel delivery. At that time the balance of $15.49 was refunded back to you. 
      The difference you speak of was to pay for the Sunday copies that you requested

      No additional refund is due

    The Press-Enterprise Newspaper is NOT a BBB Accredited Business.

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