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Business Profile

Newspaper

Rockford Register Star

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rockford Register Star's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rockford Register Star has 2 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 0 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2023

      Type:Product 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.
      Rockford register star is unable to make deliveries in my area I've paid for a 2month subscription. I have received 1 newspaper in a two month time frame. My delivery dates are 6 days a week. Rockford register star refuses to give me a refund or unable to deliver my newspapers according to the contact that was made.

      Business Response

      Date: 03/07/2023

      We will speak to the carrier regarding delivery to your address.  I will also extend the subscription 8 weeks because of the missed deliveries.  

    • Initial Complaint

      Date:02/12/2023

      Type:Delivery 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'm tired of not getting my paper delivered. This is the second time just this month that the Sunday paper has not been delivered. I've been a customer since **** and service has steadily declined. Reporting the problem does no good!!! I WANT MY PAPER.

      Business Response

      Date: 02/13/2023

      We apologize for the poor service.  The route has experienced considerable carrier turnover and we are working hard to find a permanent replacement.  We will have the address checked for delivery verification until we are confident the address will not be missed.  We are also issuing four weeks credit for the missed deliveries.

    • Initial Complaint

      Date:12/05/2022

      Type:Service or Repair 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.
      This is an issue with both the Rockford Register Star and the ************************** which are both owned by the same company. The same carrier delivered both of these papers to me. This all started on Oct. 25, 2022, when the **************** went to mail delivery. The Rockford paper was to remain as home delivery, with the Freeport paper being home delivered on Sundays. I have a subscription to the Rockford paper for Sunday-Friday delivery and the Freeport for Tuesday-Friday and Sunday. I have not received the Rockford paper for more than roughly 5 days since the Freeport paper went to mail delivery. I also have several days that I did not receive the Freeport paper, including the the black friday edition, Wednesday edition and most Sunday editions. The carrier does, however deliver the papers to the gas station in *****, so I know the carrier is in town on all days. I have talked to the postmaster in *****, and she says the carrier claims the issue is where the papers are printed. (Supposedly the papers changed printers when this started too) I have made many, many calls to the papers customer service ( which I believe is outsourced to another country), and they claim that the issued is being investigated, but I don't see any changes. I can't cancel my subscriptions because they won't refund the money and I would be out several hundred dollars. They just keep extending my subscription. This is not just happening to me, two of my neighbors that also subscribe to the Rockford ***********'t been getting theirs either. There doesn't seem to be anyone at the actual paper to contact, only customer service. I did send and email to *************************, a reporter at the paper, but got no reply. This has been very frustrating and I feel the paper is not interested in resolving the issue. All I get told is that I have digital access to the paper. I told them that if I wanted to read the paper online, I wouldn't subscribe to the print edition.

      Business Response

      Date: 12/16/2022

      I have reached to to the carrier and have asked her to please make sure a RRS is delivered daily and that both *** and RRS publications are delivered on Sunday.  As far as the *** mail issue is concerned, I checked the mail label and it appears only your home address is listed.  I will add your PO Box to the mail label and hopefully that will resolve the situation.  If issues continue, I can be reached at ***********************.

      Customer Answer

      Date: 12/20/2022

       
      Complaint: 18525869

      I am rejecting this response because:

      Sincerely,

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

       

       

      While some of the issues seem to be resolved, not all are.  I am receiving FJS in the mail as I am supposed to.  I did receive both the Rockford and Freeport papers on Sunday Dec 18 at my home for the first time.  However, I am still not receiving the Rockford papers thru home delivery for Mon-Fri. 

      Customer Answer

      Date: 12/28/2022

       
      Complaint: 18525869

      I am rejecting this response because: While I am now getting the *** in the mail, I still am not getting the *** delivered to my home.  I emailed JSchlikman regarding this, he said he would check with the carrier, have not heard any more and am still not getting *** home delivered

      Sincerely,

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

      Business Response

      Date: 12/30/2022

      Carrier claims paper is being delivered to the Rockford Register Star newspaper box daily.  Carrier has offered to deliver the newspaper directly to the porch and will begin doing so immediately.  We will credit the account an additional 4 weeks.

      Customer Answer

      Date: 01/11/2023

       
      Complaint: 18525869

      I am rejecting this response because:
       
        
       
       
       
      I did respond to the last message, don't know why it didn't register with you.  This matter is still not resolved.  The carrier claims they are delivering the papers, but they are not.  The manager is looking into an alternative for delivery, but this issue is not resolved whatsoever

      On Tuesday, January 10, 2023 at 11:00:47 PM CST, Better Business Bureau <**********************************************************************************************> wrote:


      Sincerely,

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

      Business Response

      Date: 01/12/2023

      We will move this address to a different contractor to resolve the delivery issues.  Also adding an additional 8 weeks of credit for the service disruption.

      Customer Answer

      Date: 01/17/2023

       
      Complaint: 18525869

      I am rejecting this response because: I does seem that the weekday delivery issue is resolved.  I actually met the carrier from the ****** route on ****, and she has been delivering the weekday rrs papers, however, the Sunday delivery is not resolved.  Once again, on ****, I did not receive either the rrs or the *** papers for Sunday.

      Sincerely,

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

    • Initial Complaint

      Date:11/28/2022

      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.
      Since last August our newspaper has not been delivered on time and some days not at all. There's been Numerous calls to customer service with no results. I've talked to the carrier he said he's our regular carrier. The people at customer service said there is no regular carrier. This not the first time we've had to file a complaint. Thank you.

      Business Response

      Date: 11/29/2022

      We have a new carrier on route now.  We will make sure both customers at this business receive their paper daily and in a timely manner.  I will credit the account 8 weeks for the poor service.

      Customer Answer

      Date: 11/29/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/27/2022

      Type:Service or Repair 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.
      we are paying for a paper services to delvers to my door and they are not doing that

      Business Response

      Date: 10/28/2022

      This is a high rise apartment complex.  The route is currently without a permanent carrier and is being delivered by substitutes.  The delivery team will be alerted that papers need to be delivered to apartment doors.  A four week credit will be issued for the incorrect delivery.

    • Initial Complaint

      Date:10/20/2022

      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.
      The paper has been late since last August. Many calls to customer service have had no results. They keep telling the same story with no results.

      Business Response

      Date: 10/21/2022

      Route is currently without a carrier and is being delivered by substitutes.  ********************* will be alerted to the late delivery.  Also, a three month credit will be issued to the account for the inconvenience.

      Customer Answer

      Date: 10/27/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/20/2022

      Type:Delivery 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.
      Since August the paper has not been delivered on time. Multiple calls to customer service hasn't helped.

      Business Response

      Date: 10/21/2022

      Route is currently open and is being delivered by substitutes.  The delivery team will be made aware of the late delivery.  Also, a three month credit will be issued for the inconvenience. 

    • Initial Complaint

      Date:08/16/2022

      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.
      In June (?) I received a call asking if I'd like to try the Rockford Register Star, and I was offered free delivery for several weeks. I said that was fine and asked to verify that I would be not be charged. The person on the phone said I would not be charged, did not ask for a credit card number, and I did not give one. Today, I received a renewal notice with an account number and dated August 8, 2022. I called the number listed and was told that I had renewed and they had a credit card on file and the representative gave the card type (which I do not currently have and never had). The representative said they'd investigate and tell a manager. When I asked to speak to a manager they said there was no one I could talk to. I take issue with being sent a "renewal" as I never subscribed - I was offered a complimentary trial. Also, I find it troubling that a credit card, which I did not give and is not mine, is on file.

      Business Response

      Date: 08/17/2022

      The account is stopped and no balance is due.  There was never a credit card on file for this account.  It could be the call center rep thought he was speaking to another customer and am investigating further.

      Customer Answer

      Date: 08/22/2022

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair 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.
      Monday August 8th 2022 the delivery person for the Rockford Register Star delivered the paper to my neighbor, in the process of pulling into her driveway the driver drove on to my freshly seeded lawn causing significant damage. I've call 3 times now. They tell me my complaint has been filed. It's been 1 week and no one from RR Star has contacted me.

      Business Response

      Date: 08/15/2022

      We will reach out to the newspaper carrier and have them contact the customer.  Our carriers are independent contractors and not employees of the Rockford Register Star.  

      Customer Answer

      Date: 08/17/2022

       
      Complaint: I do not accept your response because you hired the carrier and you have not provided their name so I can file a police or insurance report. It just like a big business to off their responsibilities to the customers. You should do better in your hiring practices. One more thing do you really think your contractor will call us. I dont.

      Sincerely,

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

    • Initial Complaint

      Date:07/31/2022

      Type:Service or Repair 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.
      7-31-2022....Rockford Register Star I am not receiving my paper . I only pay for Sunday delivery and I am not getting that. My payments are current and it is almost impossible to talk to someone when you call, or complain on the computer where you can write something out.

      Business Response

      Date: 08/11/2022

      The carrier will be notified of the missed deliveries.  Four weeks credit will be given for the poor service and the address will be checked on Sunday going forward.

    Rockford Register Star is NOT a BBB Accredited Business.

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