Complaints

This profile includes complaints for Chicago Tribune's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chicago Tribune

  1000 Albion Ave Schaumburg, IL 60193-4549

  
• 

  Chicago Tribune

  1433 E. 83rd Ave. Merrillville, IN 46410

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.

• Initial Complaint

  Date:08/11/2022

  Type:Delivery Issues
  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 paid for the Sunday delivery of my newspaper, however, due to several delivery issues, I cancelled. I was advised that my payment took my account to Aug 21st, however, they have stopped delivering the paper and are not responding to my complaints.

  

  Business Response

  Date: 08/20/2022

  August 20, 2022

  
  Our sincere apologies for any misunderstanding or frustration you have experienced with your former Chicago Tribune subscription.

  
  After reviewing your subscription, and the information you provided, it seems **************** stopped this account effective Sunday, 8/21 and processed a refund in the amount of $11.50 back to your credit card used from your last payment during your contact on August 15, 2022.  Please disregard any billing statements at this time and this refund will be processed within the next 14 business days due to our standard processing procedures. Your feedback regarding your **************** experience will be reviewed and proper course of action will be taken, if needed. 

  
  If you would like any further assistance or would like to restart your account, please contact our **************** Department at ************.

  
  Best Regards,
  ******
  Executive Resolution Center
  
  
  

  
  

  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:08/09/2022

  Type:Product Issues
  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.

  My problem begins when I was auto charged $88 on 6/13 for a Sunday only Chicago Tribune subscription.This was odd since I had just been auto charged $72 on 4/19. It was the first time I found out the rate for a single weekly paper has now reached $6.99 per week.On 8/2 I was auto charged ANOTHER $88 and called to attempt to cancel my subscription.First they refused to do so, instead offering some reduced rates and/or changing to digital instead.Eventually I had to call back and reattempt a cancellation with a different moron.This time they promised to only charge me $38 every 3 months which finally sounded like a reasonable rate again, but I had to beg to get my $50 refund.Six days later I received a refund of $0.88 AND another charge for another $88.Now they instead say I have to wait 6 business days for the wrong charges to appear in their system even though it has already cleared my bank.A few things are obvious from all this.Chicago Tribune is no longer a newspaper, it is only a mechanism for separating people from more of their money.Their customer service department is staffed off shore by people who cannot speak English and follow scripts to complicate already screwed up customers.My best guess at this point is they owe me $88 TWICE, a real cancellation confirmation, and proof they have actually discarded my bank account information.I never should have left this unresolved for so long and only hope that everyone else terminates any subscriptions as well.It is not all someone else's fault the newspaper business went down the drain.

  

  Business Response

  Date: 08/19/2022

  August 19. 2022
  Our sincere apologies for any misunderstanding or frustration you have experienced with your Chicago Tribune subscription.
  After reviewing your subscription, and the information you provided, **************** has cancelled your subscription effective August 21,2022 and processed a refund in the amount of $49.13.  Due to the information you provided, I have processed additional adjustments and processed an additional refund in the amount of $126.87. This would total to the amount of your two last payments requested.  Please disregard any billing statements at this time and this refund will be processed within the next 14 business days due to our standard processing procedures. Your feedback regarding your **************** experience will be reviewed and proper course of action will be taken, if needed. 
  As per our conversation today, I have reviewed this information with you directly and you declined to restart your subscription. If you would like any further assistance or would like to restart your account, please contact our **************** Department at ************.
  Best Regards,
  ******
  Executive Resolution Center
  

  Customer Answer

  Date: 08/24/2022

   
  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:08/05/2022

  Type:Service or Repair Issues
  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.

  Canceled a membership with them after 1 year. They call my phone to solicit Business every day. Most days, twice a day. I've asked them to take my number out of the call list. They always say they will no longer call and then the calls start again the next day. I've since been forced to block their number, but now I'm getting 2 voice mails a day! They have gone as far as to tell me i have an outstanding balance for the exact amount of another year of membership. This is harassment and fraud. This has been going on for almost a year now and I've had enough. I'm hoping to resolve this through the bbb before resorting to legal counsel.

  

  Business Response

  Date: 08/16/2022

  August 16, 2022

  
  Our sincere apologies for any inconvenience you have experienced with the inability to get the new start solicitation calls to stop or any correspondence associated with your former Chicago Tribune home delivery subscription.

  
  I will forward your contact information to be removed from our calling records and place you on our Do not Call listing. Please allow ***** business days to finalize the removal of your information from our system. I will expedite this request due to the information you provided within this complaint. After researching your complaint, it seems no request of cancellation was notated on your former account therefore deliveries continued and ultimately stopped.

  
  Once again, our sincere apologizes for this concern. If you would like any further assistance, please contact our Chicago Tribune *************************** at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17679063
  
  I am rejecting this response because: the BBB gives me 7 days to respond to the company.  The company says up to 14 days to remove me from a call list.  Get it done within 7 days and I will accept this response.   
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/23/2022

  August 24, 2022

  
  Once again, sincere apologies for any inconvenience you have experienced with the inability to get the new start solicitation calls to stop or any correspondence associated with your former Chicago Tribune home delivery subscription.

  
  Your phone number has been removed from *********** records and placed on our Do not Call listing. No further phone calls will be received by you from the Chicago Tribune, going forward.

  
  Once again, our sincere apologizes for this concern. If you would like any further assistance, please contact our Chicago Tribune *************************** at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 08/26/2022

   
  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:08/03/2022

  Type:Service or Repair Issues
  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 put my newspaper subscription on vacation hold for july10-July 13. They continued to deliver the paper while I was on vacation. It was supposed to restart on july17th. It has not restarted after multiple attempts talking to and emailing the Chicago tribune. I just called their customer service line again and asked to speak with a supervisor. Was put on hold and was hung up on. I dont know what else I can do. Id just like to cancel my subscription at this point.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022

  
  Our sincere apologies for any inconvenience or frustration you have experienced with your Chicago Tribune subscription.

  
  After reviewing your subscription, and the information you provided, it seems that **************** has provided assistance and adjusted your account due to the missed deliveries. Thank you for updating your payment during your **************** call on August 10, 2022. Your feedback regarding your **************** experience will be reviewed and proper course of action will be taken, if needed.

  
  I have tried to contact you but reached your voicemail.  **************** will follow up with you next week to confirm receipt of your deliveries as scheduled on Wednesday and Sunday each week.

  
  If you would like any further assistance, please contact our **************** Department at ************.

  
  Best Regards,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  Date:08/03/2022

  Type:Sales and Advertising Issues
  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 receive the Inside Shopper on my driveway every week. Never agreed to this or even benefit from the advertisements. Because this is more of a nuisance to throw away after years of doing it I contacted them as stated on their plastic sleeve to stop the deliveries. This was months ago that I began to kindly ask them to cease delivery. Countless email and phone calls are taken and appear as if they care but the desired results are never achieved. Their customer service is either inept at serving customers, don't care about actually whom they offend, they just need money from the ads and/or they have poor to no control over their contractor performing the deliveries. This paper litters our neighborhood and offends our landscapes. My opinion is that this is an irresponsible use of resources to those who do not want this paper and prime example of greed. My only request from the beginning is that the delivery stops to my address. I have never contracted with the Trib to receive anything and this is just bullyish to assume anyone cares to receive it. I WANT IT TO FINALLY STOP.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022

  
  Our sincere apologies for any frustration or inconvenience you have experienced due to the ongoing deliveries and inability to stop the free Inside Shopper papers to your residence.

  
  The local Distributor have been notified to cease those free deliveries to your household.  There are no active accounts at this address currently therefore this request to stop will be escalated to ensure no further Inside Shopper free papers will be delivered. The processing time may take up to 14 business days for the deliveries to ultimately stop  but I have expedited your request due to the urgency and information you provided within this complaint. Your feedback regarding your inability to stop these free deliveries will be reviewed and proper course of action will be taken, if needed.

  
  Once again, sincere apologies for any inconvenience. If you have any questions or need any further assistance, please contact the Chicago Tribune *************************** at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17663631
  
  I am rejecting this response because: I have been told this exactly word for word before and still have not experienced the desired results. What I would appreciate is more time to confirm this is resolved before accepting the response. The business states 14 days it it will be resolved. Check back with me in the beginning of next month. Thank you for the assistance. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/21/2022

  August 20, 2022
  
  Once again, our sincere apologies for any inconvenience or frustration you have experienced due to the ongoing free Inside Shopper deliveries.  Your ongoing concern has been escalated to the local Distributor and ******************* has been reviewed again to cease all deliveries to your residence, going forward. 
  
  Again, we apologize for any inconvenience caused and if you have any further issues,please do not hesitate to contact our Chicago Tribune *************************** at ************.

  
  Thank you,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 08/26/2022

  
  Better Business Bureau:
  
  I have received the response made by the business in reference to complaint ID ********. The response could not be taken as credible without seeing the change take effect. They have not been honest in past responses. I have observed two weeks where the deliveries have now stopped. Thank you for your help to hopefully finally resolve this matter. If the deliveries commence again, I will be sure to come back for further assistance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2022

  Type:Delivery Issues
  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.

  Since 2012, I've had a problem with stopping delivery of the Chicago Tribune Inside Shopper (old name, Chicago Tribune Local Values) -- a bag of ads that is delivered weekly to my house. I never subscribed to receive the ads. The cover of the ads says that if I don't want the ads delivered to me, I can call **************. After a lot of frustrating e-mails and phone calls, the ads stop for a while, then resume.This has been an ongoing problem, happening in 2012, 2013, 2015, 2016, and 2022. The only way delivery stopped for several years -- July 2016 until June 8, 2022 -- was because the **************** and Delivery Manager, Business Services, Tribune Media Group; the **** Escalations Team; and the Better Business Bureau got involved.On June 8, 2022, Chicago Tribune resumed delivery of Inside Shopper. I sent an e-mail to ***************************************** explaining that I do not want the ads and never subscribed to receive them. I received a response from ****************** Amistad, a Chicago Tribune **************** Advocate. He said he would stop delivery. Delivery stopped for a few weeks. However, delivery resumed on July 27, 2022.I want delivery to stop PERMANENTLY. I'm tired of dealing with customer service reps who are ineffective at permanently stopping delivery. I never asked to receive the ads. The Chicago Tribune needs to honor its policy of stopping delivery when requested.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022

  
  Our sincere apologies for any frustration or inconvenience you have experienced due to the ongoing deliveries and inability to stop the free Inside Shopper papers to your residence.

  
  The local Distributor have been notified to cease those free deliveries to your household.  There are no active accounts at this address currently therefore this request to stop will be escalated to ensure no further Inside Shopper free papers will be delivered. The processing time may take up to 14 business days for the deliveries to ultimately stop  but I have expedited your request due to the urgency and information you provided within this complaint. Your feedback regarding your inability to stop these free deliveries will be reviewed and proper course of action will be taken, if needed.

  
  Once again, sincere apologies for any inconvenience. If you have any questions or need any further assistance, please contact the Chicago Tribune *************************** at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 08/18/2022

   
  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.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  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 agreed to a trial subscription by a solicitor who was selling subscriptions to earn money for college. The trial was for 3 months. I made sure to call prior to my subscription ending and say that I would like to cancel my subscription and not continue. I remember this conversation as the woman asked if I would like to continue with the digital version. And I also declined. I have now been recieving calls stating that I owe money. I have spoke to someone 4 times. Have asked to be escalated to a manager or supervisor. I am told I will receive a call back or that my account has been updated and still neither of those things have happened. The paper is still being delivered and I am still getting calls almost daily. I will not pay a balance for something that I not only canceled but I do not even have a payment method on file. It says that the lines are recorded and I have asked them to go back and review and still nothing has happened. I would like this rectified immediately - my account canceled correctly and the balance to be waved.

  

  Business Response

  Date: 08/04/2022

  August 4, 2022

  
  Our sincere apologies for any misunderstanding or frustration you have experienced with your Chicago Tribune subscription.

  
  After reviewing your subscription, and the information you provided,I have stopped your account effective Sunday, August 7th.  I have adjusted the remaining balance and processed a refund for your last payment in the amount of $25.74.  Please disregard any billing statements at this time and this refund will be processed within the next 14 business days due to our standard processing procedures. Your feedback regarding your **************** experience will be reviewed and proper course of action will be taken, if needed. 

  
  If you would like any further assistance or would like to restart your account, please contact our **************** Department at ************.

  
  Best Regards,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:07/29/2022

  Type:Delivery Issues
  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 have 2 issues prepaid for entire year and received a new account number. The Wednesday paper has been delivered once and Sunday not delivered on porch as instructed due to health conditions. I called to check on new subscription and a rep reopened an old account closed and I began received 2 invoices. $0.50 and now a pending $4 equivalent the time I've been receiving paper. The online account before this error showed amount due $0 now it has $4 charge and a pay now button and they refuse to update to remove invoice charges to reflect $0.

  

  Business Response

  Date: 08/04/2022

  August 4, 2022

  
  Our sincere apologies for any misunderstanding or frustration you have experienced with your Chicago Tribune subscription.

  
  After reviewing your subscription, and the information you provided,it seems **************** has provided assistance to you with adjusted the balance on the former account in the amount of .50 cents and started your new account, as requested. Please disregard any billing statements at this time from your former account. Your feedback regarding your **************** experience will be reviewed and proper course of action will be taken, if needed. 

  
  If you would like any further assistance, please contact our **************** Department at ************.

  
  Best Regards,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17641808
  
  I am rejecting this response because:

  chicago tribune dont understand their own promotions. i just recently got an email with an agent trying to renign on the offer and charge me more money. 

  I need subscription end date to be 7/22/2023 per cf# ****z214106 due to credit that was placed since i havent received Wednesday physical papers and trying to overcharge me. I prepaid for 1year Wed and Sunday subscription and agent keep trying to change it and overbill me.

   

  RE: Re: Your Chicago Tribune Feedback [REF:277440002]
  Yahoo/Inbox
  
  
  ************************************************** <**************************************************>
  To:w****[email protected]
  
  Fri, Aug 5 at 3:23 PM
  
  
  Dear *********************************,
  
  
  Thank you for contacting the Chicago Tribune.
  
  Re: Account number: 888****8
  
  
  We apologize for the inconvenience this has caused. Our records show that you have reached out to our customer service department to address this concern. This is to confirm that your subscription has been restarted on August 7, 2022. The lowest price we can offer for a Sunday home delivery service is $0.99 per week or $51.48 for 52 weeks. Here's what we've done. We have made a one-time adjustment on your account to still honor a 1 year subscription with this price.
  
  
  Prices on future billing periods may be higher. You will be notified with a renewal **** prior to any rate changes.
  
  
  
  If you require further assistance, please call our customer service center at ************** or simply respond to this email.
  
  
  Sincerely, 
  Alyssa ***********************
  Chicago Tribune Customer Advocacy Group
  ************** Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/12/2022

  August 12, 2022

  
  Once again, sincere apologies for any misunderstanding or frustration you have experienced with your Sunday Only Chicago Tribune subscription.

  
  After reviewing your new subscription, **************** has provided assistance to you and adjusted your account.  Your account is currently paid thru date is July 29, 2023. Please disregard any billing statements at this time. Your feedback regarding your **************** experience will be reviewed and proper course of action will be taken, if needed. 

  
  If you would like any further assistance, please contact our **************** Department at ************.

  
  Best Regards,
  ******
  Executive Resolution Center
  

  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17641808
  
  I am rejecting this response because:

   

   My subscription was agreed per promotion was  weds and sunday but  i will accept sunday only paper since that you changed my active account to. This is extremely poor service.
  
  Sincerely,
  
  *********************************