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Business Profile

Newspaper

The San Diego Union-Tribune

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The San Diego Union-Tribune's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 37 total complaints in the last 3 years.
    • 12 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a print subscriber at my current address since 2020. There are no barriers to delivering at this address, it's not a gated community. It's a single family home clearly marked with the address. In March of 2024, I stopped receiving my Sunday through Thursday paper deliveries. I have called weekly to request redelivery and report not receiving my paper. I am assured each time my complaint is being "escalated." My paper continues not to be delivered. They refuse to refund or cancel the subscription they fail to deliver. I want delivery or a refund.

    • Initial Complaint

      Date:05/28/2024

      Type:Product Issues
      Status:
      Unanswered
      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 never read newspapers. I subscribed because people in my school needed help and helped me reimburse the subscription fee. After that, I sent multiple emails asking to cancel my subscription, but no one ever responded to me. I have never received any information on the website or email about the $5.95 fee for the premium version. But a few days ago they charged me the fee without any advance notice. And I was notified that I had to pay the money a week after the billing data. At the same time, there is no online payment setting, and you must fill in your bank card information or use a check. It makes me doubt the intention. What makes me angry is that consumers are not notified of these hidden costs in advance, and the unsubscription instructions on the website are very vague and difficult to use, so I have to contact customer service. But in fact no one responded to my email! ! At the same time, my delivery address was never the address I filled in but an address in ************************** that I didnt recognize! ! Very poor experience! ! I only accept cancellations of this order, I do not accept these charges.

    • Initial Complaint

      Date:05/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      April 7 2024 I subscribed to the Union Tribune for Sunday delivery. I still have not receive any newspapers although I have called to complain. I was assured they would fix the problem. After this past Sunday with another non-delivery, I called to cancel the subscription. I was told it is against their policy to give refunds.

    • Initial Complaint

      Date:05/06/2024

      Type:Delivery 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 subscribe to the union tribune Sunday only delivery on March 16, 2024. We have only received one paper that was delivered on March 24, 2024. I have made numerous phone calls and theyve always promised that they would extend my subscription by another week. This is unacceptable and I want my money back.

      Business Response

      Date: 05/08/2024

      The money is being refunded back to the card, but I just spoke with ******************* and offered to resolve the service by providing the next 3 weeks of service on us.

      I will be monitoring her service in the weeks to come. 

      Customer Answer

      Date: 05/10/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:02/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 cannot get a bill mailed regularly. My rate changes frequently and without notice. When I call customer service I get lots of apologies, poor explanations, and zero help. I have great difficulty understanding the folk who have been outsourced to cover customer service.

    • Initial Complaint

      Date:01/18/2024

      Type:Product 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 January 2, 2024 I was autocharged $55.44 for my usual 8 week digital subscription, an increase of nearly 100%. From $31.50. There was no notice of this. I called their department and was offered a refund and a 6 month offer of $17.84 for each 8 week period.
      I have not been credited anything on my credit card even after calling about 10 times. I cannot talk to anybody about this except the telephone operators in India who cannot make this refund happen.
      I am skeptical anything will happen. I do not wish to do business with a company who has the ability to take money from me at unexplained and ridiculous rates. They seem quick to take and unwilling to repay.

    • Initial Complaint

      Date:01/10/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 contacted the San Diego Union Tribune customer service many, many times about not receiving consistent delivery service even though I have paid for such service. This is not a delivery driver issue. This is an issue with the service I am getting from Customer Service. Customer Service assures me each time that the problem has been solved, but it has not. I have asked to speak to supervisors, who also tell me the problem has been solved, but it never has. Once again, I did not receive a newspaper on January 8, 2014. Once again I called and had to give my credit card, which I have given numerous times. I really don’t know what to do. I can’t reach anyone who can help me at the local office. I have paid for a service and I am not getting that service nor am I receiving any true help.

    • Initial Complaint

      Date:09/24/2023

      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.
      Someone is delivering Sunday Tribune paper on our driveway for the last 3 weeks. I am not a customer and have not signed up for it. I called their office and complained the customer service twice. I asked them to stop delivery. On September 17 and 24 They agreed to cancel delivery. But still the paper has been delivered. I am not responsible for any payments.

      Business Response

      Date: 09/25/2023

      Hello, I have reached out to Mr./**************** by phone and left a message at 3:43 PM, 9/25/2023. I am currently waiting for a response, thank you.

      Customer Answer

      Date: 09/27/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
      I tried three times calling the person who left a VM but everytime no one answered and left a VM. But haven't heard back yet. 
      Regards,

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

       

    • Initial Complaint

      Date:09/11/2023

      Type:Billing 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.
      The newspaper has charged me $237.7 through an automatic payment without an itemization or explanation of the charges. When I called **************** and spoke to **** she claimed the bank denied my card for the July payment. When I look at the July statement it shows the normal $92 monthly subscription plus $42.68 entitled Current Plan changes. She couldn't explain what that charge was. I asked for her supervisor but none ever came to the line. Then she claimed they had tried to call and left messages and then she said there wasn't a voice mail option. I never received any call from them. I sent a letter off of complaint and received a case #******** and an expected response time of 2 business days. I have not yet received a response. I am owed $55.00 and an apology but I will accept a credit back of $55.00 I had difficulty uploading their bills and correspondence. Thank you.

      Business Response

      Date: 09/19/2023

       


      We sincerely apologize for any confusion regarding our billing process. Please know that we are currently reviewing our billing notices for possible modifications based on the feedback weve received from our subscribers.
      The experience you encountered with **************** will be addressed and corrected.

      Heres a breakdown of the recent activity on your account:

      -Your account was scheduled for renewal on July 7th
      -We attempted to collect a $92.00 renewal fee (This payment would have paid your subscription to August 6, 2023); however, the **** card declined on July 12th (please contact your financial institution for confirmation). 
      -The $42.68 New subscription charge would have covered your subscription from August 8th to August 19, 2023
      -Our records indicate that your payment information was updated on August 22nd
      -On September 4th, a payment of $237.77 was collected, which covered your subscription from July 7, 2023, to September 18, 2023 (10 weeks and 3 days) at the rate of $23.00 a week.


      To reiterate, your account is currently paid to September 18, 2023, confirmed by the breakdown provided above. That being said, Im sure youll agree that your request for a credit of $55.00 is not justified. 


       Again, we apologize for the inconvenience this has caused, and we hope we have addressed all of your concerns.

       

      Regards,
      *************************
      Escalation Support Specialist
      ********** Times - *********** Times / San Diego Union-Tribune

       


      Customer Answer

      Date: 09/20/2023

      I just spoke with San Diego County Credit Union and asked them about the July payment to The ** Tribune.  The Tribune claims the credit union denied my card but then miraculously it now works for them and they have paid themselves $237.77 which pays the account to Oct 17, 2023.  The credit union never received a request from the Tribune and they have no record of ever turning down my card. They also confirmed that if the card had been turned down they would have record of it.  The Tribune is lying to cover up some billing glitch on their end.  I believe from their response letter that they changed the billing period which is why the $237.77 includes a "partial month" plus the regular payments for July and August.  Their math in calculating the partial month is a bit fuzzy but close enough.  I have changed my payment so there is no longer any autopay and I will pay them monthly.

      I am no longer asking for a refund but shame on them for lying to me and making no effort to contact me either by phone, email or mail regarding a problem with the billing. An apology would be appreciated.

       

      Business Response

      Date: 10/04/2023



      We cannot apologize enough for the frustration this has caused.

      After further review of your account, it was discovered that the declined charge was, in fact, an internal glitch; therefore, your financial institution would not have been notified. We truly apologize for this oversight and have launched an investigation into the cause of the problem.

      Regarding your feelings of mistrust, we genuinely apologize if our communication methods have contributed to any frustration. Our aim is to provide transparent and clear communication with our customers. Our primary goal is to ensure that your concerns are resolved, and we appreciate your feedback as it helps us improve our services.


      Thank you for being a loyal subscriber and supporting local journalism.





      *************************
      Escalation Support Specialist
      ********** Times - *********** Times / San Diego Union-Tribune

       

      .







      Customer Answer

      Date: 10/17/2023


      Better Business Bureau:

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

      Regards,

      ******* (*****) *******

       

    • Initial Complaint

      Date:08/17/2023

      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.
      I have called customer support and attempted every month for at least 4 months to arrange for and make sure my account is on auto payment. The website shows that I am on auto payment, yet the newspaper sends me invoices for odd amounts. I am supposed to pay $56 per month. but get bills for $91 and $72.56 and other amounts. I emailed customer support and was told that my account was NOT on auto payment, yet the website for my account shows that I am. This billing invoice harassment must stop.

      Business Response

      Date: 09/07/2023

       

      Thank you for contacting the San Diego Union-Tribune.


      We sincerely apologize for any confusion regarding our billing process.
      We spoke to *******, and she confirmed that her complaint was resolved by customer service on August 18, 2023.

      We hope we have addressed all of your concerns, and thank you for supporting local journalism.



      *************************
      Escalation Support Specialist
      ********** Times - *********** Times / San Diego Union-Tribune


      Customer Answer

      Date: 09/10/2023

      Yes, the auto billing was corrected, but the billing amounts over the normal billing rate were not explained or corrected.

      Business Response

      Date: 09/19/2023

       

       

      We are happy to confirm that your account is now set up for autopay.


       Our records show after your account was no longer set up on autopay, subsequent payments were received late, resulting in past-due balances.

      Here' is a billing summary-


      -Last auto payment - 11/1/22 for $29.76  (weekly rate of$7.44 a week, billed every 4 weeks) - this paid your account to 11/30/22.
      - March 1, 2023, your subscription was canceled due to non-payment
      -March 1, 2023, payment of $$95.00 covered the past-due balance for 12/1/22 to 3/1/23.
      -Our records show on 3/2/23, you restarted your subscription.
      -May 24, 2023, payment of  $140.00 covered the past-due balance and the renewal fee. This payment paid your subscription to 7/19/23.
      -July 26, 2023, payment of $56.00, paid your subscription to 9/13/23.
      -A renewal notice was generated and mailed on 8/30/23 (14 days prior to billing), informing you that your rate will increase to $9.07 a week, billed every 8 weeks at $72.56
      -September 14, 2023, payment of $72.56 (Autopay), paid your subscription to  11/8/2023.

      We hope we have addressed all of your concerns, and thank you for supporting local journalism.

       

      Regards,
      *************************
      Escalation Support Specialist
      ********** Times - *********** Times / San Diego Union-Tribune


    The San Diego Union-Tribune is NOT a BBB Accredited Business.

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