Complaints
This profile includes complaints for Honolulu Star-Advertiser's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:02/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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 received an offer for a 1 year subscription for $52.00 and so I sent a check for that amount on Nov. 7 2023 about 10 to 14 days later I received an *mail from The Star-Advertiser if I had received my first news paper delivery yet, to that I answered no and returned the * mail, I waited about 2 weeks after that but no newspaper was delivered, so I called their delivery problem number and explained that I haven't received any delivery yet and was fed up with their delivery system and wanted to cancel my subscription, the lady I spoke to said Ok but it would take about 1 month to process my claim, after about 1 month and no check, I called back and the same lady said she would check on it but they needed to get the money back from the delivery person before I could get a refund, I asked her why I needed to wait for the delivery person to send the money before I could receive a refund, since I paid The Star-Advertiser not the delivery person all she said was she will check on it but it's been nearly a month but still nothing. They sure expect you to pay for your subscription on time when they want their money so why can't they to the same for their customers.
Business Response
Date: 02/05/2024
We certainly apologize for the aggravation here and I would like to make this right by extending this off of $52 for TWO years and I will ensure the subscription starts and the service is on point.
****************************
Senior Vice ********** ******** & Operations
Customer Answer
Date: 02/06/2024
Complaint: 21240009
I am rejecting this response because:
Sincerely,
***************************I no longer care to receive the star advertiser news paper and would just like to have my $52.00 returned.
Business Response
Date: 02/07/2024
The $52.00 will be refunded immediatelyCustomer Answer
Date: 02/07/2024
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.
Sincerely,
***************************Initial Complaint
Date:01/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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've been subscribing to newspaper forever. In the last several years since the became honolulu star advertiser, I have been having trouble with them getting wet paper to the point I have told them to put or throw the paper in my garage. They have not done it at all. The paper is on the road, on the edge of my driveway, under my car or in the open rain. There's no use complaining because they refuse to do anything about it. Trying to get in touch with them is also useless as they sometimes don't redeliver my paper or no one *************, I'm getting yesterday's paper and can't get in touch with them. They are also right there on time to send you a bill which I would like to stop taking the paper. Having this digital news on your phone is really a bad idea. People like to relax with a cup of coffee and read the paper. It's no long like that anymore.Business Response
Date: 01/24/2024
Please notify this subscriber that there are various ways to reach us including:
808-538-NEWS
**************************************
www.staradvertiser.com/myaccount
Initial Complaint
Date:09/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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 September 21. 2023 at approximately 5:30a.m., I was checking my bank statement and noticed. a charge for $40.73 from the Star Advertiser newspaper. I gave them my new credit Mastercard number as the previous had fraudulent charges and they issued me a new one. They were authorized to use this credit card. And they agreed. However, this company used my checking account to pay for the monthly subscription. I don't know how they got my checking account number. I consider this theft of a private account. I called the company. They said the manager would call yesterday. There was no call.Business Response
Date: 10/02/2023
Customer called in for $10 charge which she made for a Maui Donation. At that time she also switched to ACH to receive a discount.Initial Complaint
Date:07/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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 asked by email from the circulation/delivery department of the Honolulu Advertiser Star Bulletin not to delivery their newspaper after the subscription ended.However, the delivery continues early in the morning with the delivery person trespassing on this property and heaving the newspaper into the back patio which wakes up the neighbors and this former subscriber's family while slamming his car door as he usually misses his target.Now, they sent a second billing in the form of a threatening demand notice to pay up..!I am a senior citizen and veteran and unable to go off property let alone picking up the newspaper.Please stop this unauthorized action on my property and so early in the morning.Business Response
Date: 07/17/2023
We have stopped newspaper home delivery service and erased any balance owed to ZERO.Customer Answer
Date: 07/19/2023
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.
Sincerely,
***************************Initial Complaint
Date:06/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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 a complaint against Honolulu Star Advertiser which I assumed was settled were I cancelled my subscription back in January 2023. The Honolulu Star Advertiser kept delivering the newspaper and demanding payment. After filing a complaint with the Better Business Bureau which I assumed was settled back in May 2023. The started again, on June 7, 2023 the newspaper was delivered to my address ***********************, Honolulu, HI ***** and I did not sign up for any newspaper delivery. This is the pattern with the Star Advertiser where they deliver the newspaper even though you didn't sign up for the newspaper and then they start sending billing notices and demanding payment. This is purely a scam put on by the Honolulu Star Advertiser. I demand this to stop and an apology from the Honolulu Star Advertiser.Regards,*****************************Business Response
Date: 06/08/2023
This must be a mistake by an independently contracted delivery carrier in the field. After some research ********************** does not have an active subscription in our system. The carrier will be notified and this delivery will cease. ************************** balance is ZERO. Apologies for the irritation here.
****************************, SVP
Customer Answer
Date: 06/09/2023
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.
Sincerely,
*****************************Initial Complaint
Date:02/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
subscribed to West Hawaii Today back in August 2022. Paid for 3 months and never received any newspaper deliveries. Contacted West ****** and was shuffled back and forth between West ****** and Star Advertiser. Finally was able to communication via email and assumed any person understanding English would be able to terminate my subscription. Checked my bank acct and noticed that West ****** was still billing me. Contacted them again to notify them and they repeated that they would close account again. I did not get any newspaper for over 6 months but was continually billed. Star Advertiser has become a shady, deceitful business and would never, ever subscribe to any of their affiliates again.Business Response
Date: 03/06/2023
I will research this consumer's account and apply the appropriate refund back to them immediately.
****************************, SVP
Customer Answer
Date: 03/07/2023
Complaint: 19453145
I am rejecting this response because:we were given the same response in Nov and the agency kept charging us. Had we not noticed this the billing would have continued.
Sincerely,
*********************Business Response
Date: 03/13/2023
What else is this former customer looking for besides a refund in full?Customer Answer
Date: 03/16/2023
Complaint: 19453145
I am rejecting this response because:These people knowingly charged me without product or notification. I expect total reimbursement for failure to provide a service
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From: customerservice <******************************************>
Sent: Wednesday, August 17, 2022 5:01:49 PM
To: *** <******************>
Subject: Re: Your subscription receipt for West Hawaii Today
Aloha and thank you for your email. Your account is already paid forward and expires on 10/12/22.
*********************; ************** ****************** Account 1330373
Mahalo,
****************
Star Advertiser ************
Kauai Garden Isle ************
West Hawaii Today ************
Hawaii ************** ************
Normal hours of operation
M-F 5:30 am - 5:30 pm
S-SU 6:30 am - 10:00 am
As an incentive for customers we provide a discount to pay with cash by giving a ****% discount on the service fee for this transaction. Pay by cash, check, money order or bank draft and save! U.S. Patented -US ******* B1, US ******* B1, US ******* B1. In the event the subscriber miscalculates service fees or other items, subscriber authorizes merchant to modify amount(s) and apply any adjustment.
From: *** <******************>
Sent: Wednesday, August 17, 2022 3:43 PM
To: customerservice
Subject: RE: Your subscription receipt for West Hawaii Today
No thanks Again..please cancel everything (online, paper, pony express, email, fax) immediately.
Sent from Mail for Windows
From: customerservice
Sent: Tuesday, August 16, 2022 6:15 AM
To: ***
Subject: Re: Your subscription receipt for West Hawaii Today
Aloha and thank you for your email and my apologies for the inconvenience.
Please note the agent in your area is fairly new and we are following up to resolve accordingly. Did you wish to try just the Sunday deliveries while we follow up to resolve accordingly?
Also note with home delivery for just the Sundays, you can still have online access 7 days a week. If you wish to still cancel home delivery, we do offer just the digital version so that you can still read the newspapers daily, however online.
Please advise if you'd reconsider the cancellation and give it a try?
Mahalo,
****************
Star Advertiser ************
Kauai Garden Isle ************
West Hawaii Today ************
Hawaii ************** ************
Normal hours of operation
M-F 5:30 am - 5:30 pm
S-SU 6:30 am - 10:00 am
As an incentive for customers we provide a discount to pay with cash by giving a ****% discount on the service fee for this transaction. Pay by cash, check, money order or bank draft and save! U.S. Patented -US ******* B1, US ******* B1, US ******* B1. In the event the subscriber miscalculates service fees or other items, subscriber authorizes merchant to modify amount(s) and apply any adjustment.
From: *** <******************>
Sent: Monday, August 15, 2022 6:09 PM
To: customerservice
Subject: RE: Your subscription receipt for West Hawaii Today
Please terminate all options. You can have whatevers left such a terrible service - Im done.
Sent from Mail for Windows
From: customerservice
Sent: Monday, August 15, 2022 5:31 PM
To: ***
Subject: Re: Your subscription receipt for West Hawaii Today
Aloha and thank you for your email. Your account is paid forward and expires in October. We offer other options for services, did you wish to try the Sunday only service and still have online access 7 days a week?
Mahalo,
****************
Star Advertiser ************
Kauai Garden Isle ************
West Hawaii Today ************
Hawaii ************** ************
Normal hours of operation
M-F 5:30 am - 5:30 pm
S-SU 6:30 am - 10:00 am
As an incentive for customers we provide a discount to pay with cash by giving a ****% discount on the service fee for this transaction. Pay by cash, check, money order or bank draft and save! U.S. Patented -US ******* B1, US ******* B1, US ******* B1. In the event the subscriber miscalculates service fees or other items, subscriber authorizes merchant to modify amount(s) and apply any adjustment.
From: *** <******************>
Sent: Monday, August 15, 2022 4:32 PM
To: customerservice
Subject: RE: Your subscription receipt for West Hawaii Today
Please terminate my subscription immediately. I can have whatever is left I just dont want to pay for an additional 3 months. Again DO NOT automatically bill me on October 22 2022. End my service.
*****
Sent from Mail for Windows
From: customerservice
Sent: Monday, August 15, 2022 9:19 AM
To: ***
Subject: Re: Your subscription receipt for West Hawaii Today
Aloha,
We do apologize about that and we will get a paper out to you today. We will also try and get your service back on track in hopes that you are willing to continue okay?
Mahalo,
****************
Star Advertiser ************
Kauai Garden Isle ************
West Hawaii Today ************
Hawaii ************** ************
Normal hours of operation
M-F 5:30 am - 5:30 pm
S-SU 6:30 am - 10:00 am
As an incentive for customers we provide a discount to pay with cash by giving a ****% discount on the service fee for this transaction. Pay by cash, check, money order or bank draft and save! U.S. Patented -US ******* B1, US ******* B1, US ******* B1. In the event the subscriber miscalculates service fees or other items, subscriber authorizes merchant to modify amount(s) and apply any adjustment.
From: *** <******************>
Sent: Monday, August 15, 2022 9:11 AM
To: customerservice
Subject: RE: Your subscription receipt for West Hawaii Today
Its Monday the 15th and still no paper. The credit is fine but please, please DO NOT RESUBSCRIBE for another 3 months of non-existent paper deliveries.
*********;
Sent from Mail for Windows
From: customerservice
Sent: Wednesday, August 10, 2022 6:59 AM
To: ***
Subject: Re: Your subscription receipt for West Hawaii Today
Aloha,
We are sad to hear that you want to cancel and know we can get your service corrected. We have sent an email to get your account credited and to ensure your delivery from tomorrow forward okay?
Mahalo,
****************
Star Advertiser ************
Kauai Garden Isle ************
West Hawaii Today ************
Hawaii ************** ************
Normal hours of operation
M-F 5:30 am - 5:30 pm
S-SU 6:30 am - 10:00 am
As an incentive for customers we provide a discount to pay with cash by giving a ****% discount on the service fee for this transaction. Pay by cash, check, money order or bank draft and save! U.S. Patented -US ******* B1, US ******* B1, US ******* B1. In the event the subscriber miscalculates service fees or other items, subscriber authorizes merchant to modify amount(s) and apply any adjustment.
From: '***' via **** **************** <***********************************>
Sent: Wednesday, August 10, 2022 6:10 AM
To: ***********************************
Subject: RE: Your subscription receipt for West Hawaii Today
Subscribed to paper edition on July 10 & have not received our 1st paper yet. Please cancel my subscription.
Sent from Mail for Windows
From: ***
Sent: Sunday, August 7, 2022 7:17 AM
Subject: Re: Your subscription receipt for West Hawaii Today
Subscribed to paper edition on July 10 & have not received our 1st paper yet. Please cancel my subscription.
Disappointed
*****
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From: West Hawaii Today <*****************************>
Sent: Sunday, July 10, 2022 3:48:40 PM
To: ****************** <******************>
Subject: Your subscription receipt for West Hawaii Today
Having trouble reading this email? ******* in your browser
Subscription Receipt
Dear *********************,
Thank you for your subscription to West Hawaii Today!
QTY DESCRIPTION UNIT
PRICE
1 WHT Print Offer (3 months)
7 Days a Week $46.50
Credit ************ Fee $1.86
ORDER TOTAL: $48.36
Starting October 22, 2022, your subscription will automatically renew for $48.36/3 months.
Starting January 4, 2021 there will be a ****% service fee applied to all credit card transactions.
As an incentive for customers, we provide a discount to pay with cash by giving a ****% discount on the service fee for this transaction. Pay by cash, check, money order or bank draft and save! U.S. Patented -US ******* B1, US ******* B1, US ******* B1.
If you have any questions, please visit our FAQs, email us at ***********************************, or give us a call at **************.
Mahalo,
The ***************** Team
75-********************************************************************; **************
Copyright 2022 West ****** Today All rights reserved.
Sincerely,
*********************Business Response
Date: 03/27/2023
Customer will receive refund in fullCustomer Answer
Date: 04/06/2023
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.
Sincerely,
*********************Initial Complaint
Date:02/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
January 24, 2023, I cancelled my subscription for the star advertiser but they continue to deliver the newspaper and request for payment. At first they ask for $146.00 for 3 months in the billing statement which was increased from ***** for 3 months. The star advertiser keeps calling my phone so I blocked their number. The star advertiser is now sending me ******** for newspaper that I cancelled back on January 24, 2023. I would like for the star advertiser to stop delivering the newspaper, stop calling my phone number, and stop sending me billing statement.Business Response
Date: 02/02/2023
The subscription has been stopped and our correspondence with this individual will cease moving forward.
I consider this matter closed
*************************, SVP
Customer Answer
Date: 02/02/2023
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.
Sincerely,
*****************************Customer Answer
Date: 02/22/2023
I receive newspaper delivery everyday and received a billing statement on Saturday. I thought everything was settled. Since this complaint the newspaper delivery never stopped. I'm not paying anymore to star advertiser. It's a scam, since they're delivering the newspaper, they expect payment. I canceled the newspaper January 24th, but they still deliver the newspaper and expect payment. My home address is ***********************************************, HI *****., my mailing address is *********************************************************** HI *****.
Business Response
Date: 02/23/2023
We stopped their account on 2/3/23. We also will clear out any ***** owed to ZERO.
I consider this matter closed
****************************, SVP
Customer Answer
Date: 02/28/2023
Complaint: 18968667
I am rejecting this response because: I'm still receiving the newspaper since 2/2/23, I cancelled the newspaper 1/24/23. Now I'm receiving another billing statement. STOP DELIVERING THE NEWSPAPER AND BILLING!!!!!
Sincerely,
*****************************Business Response
Date: 03/07/2023
We will cease delivery immediately.Customer Answer
Date: 03/15/2023
Complaint: 18968667
I am rejecting this response because: I'm still receiving the newspaper daily, it never stopped and the billing just came the other day. I cancelled the newspaper subscription January 24, 2023. The Star Advertiser and ************************* is pretty much stupid. If this doesn't stop I will start posting this entire complaint on social media, if this is what it takes to get the star advertiser to stop delivery and billing me.The Star Advertiser newspaper is a day old news when you receive the newspaper, you can get current news online from any broadcast media ********* etc.) for free.
Sincerely,
*****************************Business Response
Date: 03/29/2023
The product was stopped at this gentleman's address. Is there anything else the consumer is looking for at this juncture?
*************************
Customer Answer
Date: 03/30/2023
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. Finally after almost 2 months since I started this complaint, when I cancelled the subscription back in January 2023. The newspaper delivery stopped yesterday 3/29./23 and hopefully the billing will stop too.
Sincerely,
*****************************Initial Complaint
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Star advertiser does not refund subscriber for missed delivery. Their unfair practice is to extend the subscription one day for every issue missed. I still pay the full monthly fee regardless of how many actual papers are delivered. The customer does not get compensated for missed delivery until the subscription is canceled. In other words, once I don't want the paper anymore and cancel my subscription, the Star Advertiser will compensate me by extending a subscription I no longer want. In the past 36 years of uninterrupted subscribing to the paper over a full year of issues have not been delivered on time. I have not received one cent in refund. How can this be legal?Business Response
Date: 07/25/2022
We do offer refunds for missed deliveries; procedure is to send email to field requesting back credit on missed deliveries that customer has reported. If a customer does not receive a redelivered copy after a miss is reported than we extend their expiration by one day. We would not offer a refund so to speak because we would be cutting a check for an amount less than 90 cents. Rather, we extend the subscribers expiration date by one day.
For Invoiced customers: Single missed delivery credits are applied to the account extending the expiration date of the subscription meaning the customer will get billed one day later for renewal as the expiration date is extended.
For perpetual pay customers once their expiration date is a month in advance, at the time of monthly deduction, that transaction will be skipped so no monthly payment is processed.I sincerely apologize to ************** for any confusion here and would welcome a phone conversation with him to clear this up.
****************************, SVP
Customer Answer
Date: 07/29/2022
Complaint: 17611304
I am rejecting this response because: Each month I pay $26.43 by online automatic payment. I do not want a check for a missed delivery, I want my automatic payment reduced to reflect the missed delivery. In the 35+ years I have subscribed I have been shorted at least 10 deliveries a year with no compensation. They owe me a full year free
Sincerely,
*********************
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