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:04/02/2025

  Type:Billing 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.

  This complaint refers to significant charges of close to 500. over the past year from the Chicago Tribune for unauthorized subscriptions. We have been loyal home delivery subscribers for over 32 years. We attempted on 4 occasions to speak to customer service seeking an explanation of the charges and reimbursement. The only explanation we received was that in attempting to open the digital interface of our subscription we "may have subscribed to a promotion in error", as they showed THREE accounts for ******** ******. We are seniors and that sort of error without any protective alert is not impossible. Especially if the activity was only to open up and read the digital interface. We feel that these charges were truly not authorized and are seeking reimbursement. Each call to customer service replied that our complaint would need to "go to management for review" and we would hear from them within 48 hours. It is now one month from our first call, 2 weeks from our last call, and still no communication from management. We are seniors and this is a true hardship.

  

  Business Response

  Date: 04/17/2025

  April 17, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription(s).
  
  The feedback and information you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, multiple digital only accounts were started online associated with your email address ********************* ******************* and *********************** Multiple accounts are common as we have customers who request multiple emails accessing the online subscriptions. Further research is needed due to the amount of accounts reflected in our system and feedback regarding your customer experience.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23152731
  
  I am rejecting this response because:
  The Chicago Tribune continues to assert that we signed on for multiple subscriptions and are responsible for them. We disagree that we subscribed to anything beyond our subscription for home delivery for the full week and later for Wednesdays and Sundays. Rather than battling with the Chicago Tribune about what we did or did not select, the Tribune needs to show proof of these purchases. All they continue to provide are various emails but no proof of our subscribing. 
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription(s).
  
  Your additional feedback and dissatisfaction you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, multiple digital only accounts were started online associated with your email address ********************* ************************* and *******************************. Multiple accounts are common as we have customers who request multiple emails accessing the online subscriptions. All of your information associated with your various emails were inputted thru the website of which your associated information was provided.  In the interest of fairness even with our no refund policy, I was able to process credit adjustments associated with the three corresponding digital accounts of which can be processed associated with your information. As your credit card has been removed, three refund checks will be processed associated with your former accounts applicable to the reflected payments received within the 2025 thru 2024 time frame(s) totaling $603.44 ($254.00 refund check - ************************* , $228.68 - ********************* $120.76 - ********************** These three checks will be received within the next ***** business days due standard processing times and local mail timetables.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  
  

• Initial Complaint

  Date:04/01/2025

  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.

  Constant problems with delivery of paper. We receive weekly Lake County News Sun and Sunday Tribune. When I call the agents apologize but say they have no control over delivery. My account is paid i expect the paper delivered every day My friend in ****** never has a problem with delivery. Please help. 

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with your ******************* and Chicago Tribune subscription(s). Thank you for being a long time subscriber.
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed by **************** of which extended the paid thru date on your subscription. Thank you for speaking with me today and confirming your newspaper deliveries for both the Lake County News Sun and Chicago Tribune are now being received on their corresponding scheduled delivery days to your satisfaction at this time.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  
  

• Initial Complaint

  Date:03/22/2025

  Type:Product 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 am 91 years old and needed help from my bank to view Chicago Tribune charges but, on March 5, 2025, I could see the past 6 months and was shocked to see that monthly charges added up to $1,920 - nearly $2,000, or $4,000 per year for a newspaper!!!!I never agreed to that. No amount of terms and services could p***are a customer for this level of trickery and lack of transparency. Years ago, I responded to their ads for a daily newspaper at their best subscription rates. I have no idea what they have been charging me for and I have never seen a statement to explain.I strongly request a refund of ALL payments that I made in the past 18 months. This would only partially make up for the poor treatment of me by the Chicago Tribune. No one in the household was reading it anyway.The Chicago Tribune has been hiding all information from me by revealing only parts of it in postcards that were mostly lost or never received, and I believe they are misleading and providing the same disservice to their other subscribers, most of whom are seniors like me. I have never seen any information that would tell me the cost of the basic newspaper as well as the fluff and add-ons, which we are automatically opted in on buying with no explanation of how to stop getting all of ********* is a reverse timeline of my dealings with the company:3/20/2025 The website will be down until 3/25/2025!3/18/2025 With my daughter's help, I cancelled the subscription using their web form. This page was very difficult to find since they wanted me to call, which makes it more difficult for me to document.3/14/2025 I called again to request the statement that I had not yet received. The customer service ***resentative informed me I should not request an instant statement and must keep waiting for the statement I requested a week earlier as it takes "some time".3/07/2025 I called to request a statement for "at least" the past year, spoke with a customer service *** and provided an email.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune 7 day print home delivery and digital subscription.
  
  The feedback and information along with your request you provided within this BBB complaint as well as your cancelled account are being reviewed. Your customer experience is being further reviewed to see what transpired and proper course of action will be taken if any standard procedures were not followed, if applicable.  Due to your feedback provided within this BBB complaint, I have processed a cancellation of this subscription effective April 2, 2025. At this time, there are no missed delivery complaints or digital access concerns reflected on your cancelled account for all dates of service.   Advanced notices for your bill statements associated with your dates of service and payment dates are reflected on all our Advanced notices associated with your EZ Pay automated payments dated March 9, 2025, February 23, 2025, January 28, 2025, January 2, 2025, December 8, 2024 and November 10, 2024. These proof of payments for your long time subscription are reflected and associated with your monthly credit card statements each month.
  
  Please be advised that all disclaimers and Terms and Conditions are reflected online and on all advanced notice bill statements. All key factors are outlined that are applicable for this Chicago Tribune subscription associated with this continuous subscription of which the next available would be applied as well as any additional charges associated with the account of which payments were submitted with received bill statements. Based on this information, here are the important points relevant to the situation associated with your refund request even with no missed deliveries and/or digital complaints reflected on your subscription. request for a refund:
  1. Dispute Submission Deadline: Any disputes must be submitted within 120 days of the bill statement date. Since the refund being requested span from payments for the last 18 months, a portion of these referenced dates have already passed for this submission, as the complaint filed with the BBB's office is dated March 24, 2025. This impacts the eligibility of the time frame of the refund request.
  2. Terms and Conditions: (as reflected on bill statements) BINDING TERMS AND CONDITIONS/MANDATORY ARBITRATION Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available online at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
  3. Refund Policy: (as reflected on bill statements)  Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
  4. Subscription Continuity: The subscription is continuous, and the account will be billed until cancellation is requested.  
  In the interest of fairness, due to your feedback and after reviewing your account, I am able to process a full refund of your last payment dated March 9, 2025 in the amount of $300 back to your credit card charged. Please allow for ***** business days for this payment to process due to standard processing times.
  
  Customer Service will be contacting you directly within the next 7-10 business days to discuss any additional information or provide any additional assistance. In the meantime, if you would like any further assistance regarding this matter, please do not hesitate to contact the Chicago Tribune ***************************** at ************. 
  
  Sincerely,  
  Katina 
  Executive Resolution Center 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23103711
  
  I am rejecting this response because:

  The Tribune is offering at its "discretion" a refund of service that was not provided:  $300 for advance charges made a week before the cancellation.

  Not only would it be unfair for the Tribune to keep this money, the refund should be greater based on the Tribune's failure to properly disclose its true costs:

  * There is never a statement or breakdown of charges - not in the mail or available online in the customer account. Further, the ******************** threatens to charge $6.99 for a printed invoice, implying that the information is available for free, but is not.  The Tribune's response refers to a history of "Advanced notices for your bill statements associated with your dates of service and payment dates.."  This is inadequate.  Disclosing the total charge to a credit card is not the same thing as disclosing the breakdown of the charges.

  As I was only able to infer from the current Terms and Conditions (see attached), here is a list of possible charges that are not properly disclosed:

  * The Tribune compares its low teaser rates (see attached) to newsstand rates but does not disclose that the new subscription rate becomes the same as the newsstand rate after the introductory period. See attached screenshot: "Savings based on newsstand rates of $4.00Daily, $5.75 Sunday plus $4.99wkly Standard Digital Access."

  * The Tribune does not reveal that the "premium issues" are forced upon the subscriber since they are automatically opted into receiving and paying for these at "up to" $15.99 for "up to" 15 issues, and does not properly reveal that the customer must call to opt out of paying for and receiving upcoming premium issues for several months, and must continue to call regularly to keep the premium service from restarting again.  There is no continuous opt out of premium issues.  It is not clear whether the "premium issues" are sold for extra at the newsstand or included with the price of the newspaper, however,
  the customer would not be forced to buy them at the newsstand.

    Information is simply not available to the subscriber - only research and bad experience can reveal - that the 6 month cost BALLOONS from $77.74 to approximately $1,023.24 for every 6 month period thereafter
  

  * The Tribune does not clearly reveal whether it is charging the $4.99wkly Standard Digital Access, which would allow someone with low technological skills (or inability to use a keyboard due to arthritis) to properly access the true cost of a subscription versus buying daily at the store.  There is no option or information to avoid this charge.

  As I have already requested, I want the Tribune to provide a clear breakdown of charges by category so that I can have the information that I need.

  For example, whether for 2 month, 3 month, or 6 month period: (1) charge for newspaper, excluding premium issues, (2) charge for fees, each listed separately, whether digital access. surcharge, or taxes, (3) charge for premium issues.

  It is common sense that a subscriber could find this in their online account - why is this not available?

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

  

  Business Response

  Date: 04/14/2025

  April 14, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune 7 day print home delivery and digital subscription.
  
  The additional feedback and information along with your request you provided within this BBB complaint as well as your cancelled account are being reviewed. Your customer experience is being further reviewed to see what transpired and proper course of action will be taken if any standard procedures were not followed, if applicable.  Due to your feedback provided within this BBB complaint, I have processed a cancellation of this subscription effective April 2, 2025. At this time, there are no missed delivery complaints or digital access concerns reflected on your cancelled account for all dates of service.   Advanced notices for your bill statements associated with your dates of service and payment dates are reflected on all our Advanced notices associated with your EZ Pay automated payments dated March 9, 2025, February 23, 2025, January 28, 2025, January 2, 2025, December 8, 2024 and November 10, 2024. These proof of payments for your long time subscription are reflected and associated with your monthly credit card statements each month. The invoices are formatted for all our customers with corresponding account information and the information you are requesting in that format is considered a manual request.  
  
  Please be advised that all disclaimers and Terms and Conditions are reflected online and on all advanced notice bill statements. All key factors are outlined that are applicable for this Chicago Tribune subscription associated with this continuous subscription of which the next available would be applied as well as any additional charges associated with the account of which payments were submitted with received bill statements. Based on this information, here are the important points relevant to the situation associated with your refund request even with no missed deliveries and/or digital complaints reflected on your subscription. request for a refund:
  1. Dispute Submission Deadline: Any disputes must be submitted within 120 days of the bill statement date. Since the refund being requested span from payments for the last 18 months, a portion of these referenced dates have already passed for this submission, as the complaint filed with the BBB's office is dated March 24, 2025. This impacts the eligibility of the time frame of the refund request.
  2. Terms and Conditions: (as reflected on bill statements) BINDING TERMS AND CONDITIONS/MANDATORY ARBITRATION Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available online at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
  3. Refund Policy: (as reflected on bill statements)  Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
  4. Subscription Continuity: The subscription is continuous, and the account will be billed until cancellation is requested.  

  Due to your continued dissatisfaction with your cancelled account and, in the interest of fairness, I have provided an additional refund of the February 11, 2025 payment of $300 associated with this former account. This would equate to a refund total of $600 even with our reflected refund policy. Please allow for ***** business days for this refund to be applied due to standard processing times.
  
  Customer Service will be contacting you directly within the next 7-10 business days to discuss any additional information or provide any additional assistance. In the meantime, if you would like any further assistance regarding this matter, please do not hesitate to contact the Chicago Tribune *************************** at ************. 
  
  Sincerely,  
  Katina 
  Executive Resolution Center 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23103711
  
  I am rejecting this response due to the following:

  1)  lack of time available to me - the BBB gives me 7 days and I only just read the reply.

  2) lack of transparency from the Tribune.  The attached statement that the Tribune finally sent me on 4/8/2025 after I cancelled and called several times makes the subscription cost very clear but these numbers were never revealed previously.

  The fact that the subscription is continuous until cancelled does not resolve the Tribune from sending clear mailed statements or showing the costs in an online account statement.  They never did this, and therefore fooled me and other subscribers into paying a lot more than we would have if we knew the daily or monthly cost of the subscription.

  We still have no way of knowing what their charges are without good statements.  (If you cross reference the Terms and Conditions, and do math on the postcards, if you can find one, you will only be confused, and the statement that the Tribune finally sent confirms they will charge you $4000 over the course of a year.)

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

  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  Once again, our sincere apologies regarding any misunderstanding or frustration associated with your former Chicago Tribune 7 day print home delivery and digital subscription.
  
  The additional feedback and information along with your request you provided within this BBB complaint as well as your cancelled account are being reviewed. Your customer experience is being further reviewed to see what transpired and proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that advanced notices for your bill statements associated with your dates of service and payment dates are reflected on all our Advanced notices associated with your EZ Pay automated payments dated March 9, 2025, February 23, 2025, January 28, 2025, January 2, 2025, December 8, 2024 and November 10, 2024. These proof of payments for your long time subscription are reflected and associated with your monthly credit card statements each month. The invoices are formatted for all our customers with corresponding account information and the information you are requesting in that format is considered a manual request.  If you had any concerns and/or questions, you may contact **************** to provide assistance or further information associated with the disclaimers and/or terms and conditions associated with your long time subscription.
  
  Please be advised that all disclaimers and Terms and Conditions are reflected online and on all advanced notice bill statements. All key factors are outlined that are applicable for this Chicago Tribune subscription associated with this continuous subscription of which the next available would be applied as well as any additional charges associated with the account of which payments were submitted with received bill statements. Based on this information, here are the important points relevant to the situation associated with your refund request even with no missed deliveries and/or digital complaints reflected on your subscription. request for a refund:

  
  1. Dispute Submission Deadline: Any disputes must be submitted within 120 days of the bill statement date. Since the refund being requested span from payments for the last 18 months, a portion of these referenced dates have already passed for this submission, as the complaint filed with the BBB's office is dated March 24, 2025. This impacts the eligibility of the time frame of the refund request.
  2. Terms and Conditions: (as reflected on bill statements) BINDING TERMS AND CONDITIONS/MANDATORY ARBITRATION Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available online at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
  3. Refund Policy: (as reflected on bill statements)  Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.

  
  4. Subscription Continuity: The subscription is continuous, and the account will be billed until cancellation is requested.  
  
  Due to your continued dissatisfaction with your cancelled account and, in the interest of fairness, I have provided an additional refund of the February 11, 2025 payment of $300 associated with this former account. This would equate to a refund total of $600 even with our reflected refund policy. Please allow for ***** business days for this refund to be applied due to standard processing times.
  
  Customer Service will be contacting you directly within the next 7-10 business days to discuss any additional information or provide any additional assistance. In the meantime, if you would like any further assistance regarding this matter, please do not hesitate to contact the Chicago Tribune **************** Department at ************. 
  
  Sincerely,  
  Katina 
  Executive Resolution Center 

• Initial Complaint

  Date:03/12/2025

  Type:Billing 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.

  On 12/2/24 I subscribed for a 25 cents/week, 26 week promotion and was immediately charged $23.96/month for Dec-March. I only noticed this 3/11/24. I called and was told that while they acknowledge that subscription and rate as having been subscribed to, "rates are subject to change". This is outright fraud. They refused to provide a refund, only a change to the promotional rate going forward. I spoke to two CS agents and and a CS Supervisor named Love. I expect a full refund minus the 25 cents/ week which should have legitimately been charged.

  

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your 7 day digital Chicago Tribune subscription.
  
  The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account,  I have processed a credit adjustment in the amount of $75.13 for the difference in the weekly rate.  It seems the rate previously discussed was not applied accordingly for the 26 weeks which shorten the paid thru date therefore the next available rate applied. Due to this, a refund in the amount of $89.34 has been processed back to your credit card charged as well as your subscription restarted effective March 18th for the next 26 weeks which would equate to the $6.50 for that promotional time frame for digital service. Please allow ***** business days for this refund in the amount of $89.34 to be applied back to your credit card charged due to the standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23056981
  
  I am rejecting this response because: There was no confusion or misunderstanding on my part.  What there was, was misrepresentation at best, and fraud at worst, on the part of The Chicago Tribune.  And I think it's telling that rather than leaving my account closed, as I had requested and was actually the case prior to their BBB response, they have reactivated my account, presumably in hopes that they will again have an opportunity to surreptitiously raise the rate (which is actually implied in their response).  I insist that my account be closed **************************** and permanently.
  
  Sincerely,
  
  ***** Ack

  

  Business Response

  Date: 04/30/2025

  
  April 30, 2025
  
  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled 7 day digital Chicago Tribune subscription.
  
  The additional feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account again,  I have processed a cancellation effective April 30, 2025 and a second refund in the amount of $4.96 has been processed associated with this concern. This refund check will be mailed to you and should be received within the next ***** business days associated with standard processing times and local mail timetables.  
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns, would like any further assistance or to restart your subscription, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23056981
  
  I am rejecting this response because:

  There was no confusion or misunderstanding on my part.  What there was,
  was misrepresentation at best, and fraud at worst, on the part of The
  Chicago Tribune.  And I think it's telling that rather than leaving my
  account closed, as I had requested and was actually the case prior to
  their BBB response, they have reactivated my account, presumably in
  hopes that they will again have an opportunity to surreptitiously raise
  the rate (which is actually implied in their response).  I insist that
  my account be closed **************************** and permanently.
  
  Sincerely,
  
  ***** Ack

  

  Business Response

  Date: 05/08/2025

  May 8, 2025

  Once again, our sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled  inactive 7 day digital Chicago Tribune subscription.
  
  The additional feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account again,  your account was cancelled and is inactive since April 30, 2025 and a second refund in the amount of $4.96 has been processed associated with this concern. This refund check will be mailed to you and should be received within the next ***** business days associated with standard processing times and local mail timetables.  
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns, would like any further assistance or to restart your subscription, please do not hesitate to contact our Chicago Tribune *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I while I'm satisfied with the final outcome, I take exception to what it took to get there and I will never be a customer again.
  
  Sincerely,
  
  ***** Ack

• Initial Complaint

  Date:03/11/2025

  Type:Billing 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 subscription was paid through March 7. When I called to cancel my subscription I was told it was suspended because of non payment. After calling them on March 2 I was told the balance would be removed and the subscription cancelled. I continue to get obnoxious calls and when I check online it still shows a balance that I dont owe.

  

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Wednesday and Sunday print and 7 day digital Chicago Tribune subscription.
  
  The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern the account was cancelled on March 2, 2025 due to non payment from dates of service December 1, 2024.  Please be advised that additional charges associated with the subscription such as premium editions and supply chain surcharges may shorten your paid thru date associated with your subscription.

  
  The balance was associated with dates of service during this time. Due to your feedback, in the interest of fairness, a credit has been applied in the amount of $22.31 therefore no further balance is due at this time. ARMS collections has been notified to cease any further collections as no further balance is outstanding currently and account is cancelled and in good standing.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 03/17/2025

   
  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:03/03/2025

  Type:Billing 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.

  On 10/30/24, I continued my subscription for 1 year for $112.52, to expire 10/29/25, which would include no special editions for Wednesdays and Sundays.Last week I received a bill for $344.99 because they told me when I called that my subscription expires on 3/15/25. Excuses included: no record of them telling me the $112.52 was for 1 year; there have been increased costs that shortened my subscription period...Throughout my years of having the Tribune, they continuously did this... I pay for a period of time and then just months later I get a bill that my subscription is expiring months earlier than what I signed up and paid for. I'd be out thousands of dollars if I was on auto pay and wasn't diligent. I'm sure this happens to most people and I believe it is fraudulent. This time my subscription is expiring 7 months early! When I ask to speak to a manager, I'm either told that person IS a manager or they hang up on me. I've spent so much time on the phone throughout these years fighting with them to honor the subscription period I was promised. Nobody should have to do this. It is dishonest. I feel they are stealing thousands of dollars from their customers.

  

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Wednesday and Sunday print and 7 day digital Chicago Tribune subscription.
  
  The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account the applicable rate you claim was offered was not applied to your account. Due to your feedback and in the interest of fairness as that is lower that the standard rate for this subscription type, I have processed a credit adjustment in the amount of $100.40 which has extended your paid thru date accordingly to November 3, 2025. This would accommodate the Sunday paper of which you should have received on March 16th as your account was stopped. I spoke with you this afternoon of which you confirmed that you would restart the subscription effective Wednesday, March 19th to receive the same subscription type of Wednesday and Sunday print home delivery with 7 day digital service.  Your paid thru date will be November 3, 2025.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 03/17/2025

   
  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:02/27/2025

  Type:Billing 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.

  Signed up for 6 month e- newspaper July 2024 for $1.00 using credit card. When 6 months ended Jan.24,2025 Tribune automatically renewed for $23.96 month stating they renew unless cancelled per rep. ***** I spoke to on 1/20/25 They said they would deduct $1.07!. Never received notice via e-mail or otherwise they were renewing. I did not renew because my husband signed up for a $3.00 month deal with Tribune. No notice sent by email or otherwise indicating they were renewing and at the new price. If anyone else used my card without my knowledge it would be considered a fraudulent charge. Want to make others aware of how Tribune is doing business. Had Tribune delivered to home for over 40 years, NEVER AGAIN. Contacted credit card company made them aware and want to make others aware how they are doing business.

  

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune digital subscription. 
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised all subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you contact us to cancel. To cancel or make changes to your subscription, please call customer service at  ************. We do not accept written correspondence sent by U.S. Mail or otherwise. You will be charged for all service prior to cancellation. Future prices may be higher, and we reserve the right to increase prices at any time. This information is included on all new start disclaimers and for more details and to view the Complete Subscriber Terms and Conditions
  go to ***************************************;
  
  Customer Service had cancelled your subscription effective February 21, *********************************************************************************** the amount of $1.07. In the interest of fairness, even with our refund policy, I have processed a second refund in the amount of $22.89 which would equate to the full amount of your last payment. These refunds will be applied back to the credit card charged within the next ***** business days associated with the standard procedures and processing times. I tried to contact you to discuss with you this matter further but reached your voice mailbox which was full at the time of call. 
  
  Also, subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 03/18/2025

   
  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,
  Although satisfied with their response I still feel that in this age of computers and text messages I could have been alerted of the automatic renewal, similar to the way other reputable companies conduct business: a simple text message would have sufficed such as the one I get from ****** asking if I want to renew my subscription to their book club. My husband would not have renewed and paid for the Tribune if we had known it automatically renewed. Also, when I signed up for the Tribune online once I used my card the page with all the details was no longer available to review. 
  **** ********

• Initial Complaint

  Date:02/20/2025

  Type:Billing 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.

  Again another complaint regarding your billing ***** I had paid my bill on Feb 7, got a call Feb 10 bill had not been paid and was told someone had put incorrect debit card, so i paid it again, again did not go thru, i was so fed up with this told them just cancel subscription. I have been a customer for over 60 years in my name, my husbands name and then back to my name again after my husbands passing. I get a call yesterday and a great offer for 7 day a week delivery for a price of ***** a quarter from your employee named **. I gave him my Debit card and was told it would start back immediately. No paper this morning so here we go again. I called this morning to agent Mai who tells me my account shows no payment made and when i tell her it was made yesterday so she disconnects me, i have worked customer service all my life and you just don't do that, apparently Mai more training. She wanted me to pay again, why would i when i had already paid and called my bank to make sure this trans went thru but they have not received this trans. I want my paper that i have already paid for. 

  

  Business Response

  Date: 03/06/2025

  March 6, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Chicago Tribune.
  

  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your subscription, it seems your account was restarted on February 26, 2025 and your payment was processed on March 3, 2025 in the amount of $38.87 which has extended your subscription for next bill cycle of 13 weeks.  Thank you for speaking with me today and confirming your concern has been resolved at this time.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/19/2025

  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 am attempting to have the "delivery" of the Inside Shopper which is provided by the Chicago Tribune stopped being delivered to my house. I have sent an email multiple times but it bounces back as undeliverable. I have also tried calling multiple times and have been told that the service will be discontinued. But each week I wake up to find the red bag dropped on my front sidewalk or in the front yard. I hardly consider this a "delivery" service as these are strewn about the sidewalks and grass littering the entire neighborhood. You should have to opt in for this. Why can't I cancel??

  

  Business Response

  Date: 03/05/2025

  March 5, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Chicago Tribune.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  The local Distributor has been advised to stop all free deliveries to your residence and your mailing delivery address designated as "Do Not Deliver" in our system.  Please allow ***** business days to all papers to finally stop being delivered to your residence due to standard processing times in place at this time.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our ********************************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  Date:02/16/2025

  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.

  A a trib. subscriber for over 70yrs--never a delivery problem till the past 2yrs/. Live at an independent living apt. for 6rs. First 4 yrs got paper around 7-8am no problem. That delivery person left his job. For the past 2yrs paper comes anywhere between 10am--1pm/ Sometimes not at all. Last Sunday paper ce 4:30pm another Sunday 5pm , Another not at all. Get nowhere calling cust. serv. and complaining. Delivery person is hard to communicate with as his English hard to understand. Cannot believe personal homes in the area have this delivery problem. Many of us would like to file a class action suit of discrimination against seniors. Thought Trib. was a morning paper.

  

  Business Response

  Date: 03/03/2025

  March 3, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Chicago Tribune subscription . Thank you for being a valued long time home delivery subscriber.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, your feedback regarding your deliveries has been escalated for review so the local delivery person can be advised for further assistance.  **************** will be following up within the next 5-7 business days to confirm your deliveries received.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22948801
  
  I am rejecting this response because:situation still remains,daily trib del. for a few days was 9:30am--otherwise not until 10am or later. Sunday paper never gets here till noon or after.

  Two sundays in Feb. were one at 3:30pm and other 4:30pm.  Have never received call from Trib. as they stated in response to orig. complaint.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/17/2025

  March 17, 2025

  Once again, sincere apologies regarding any inconvenience or frustration associated with your Chicago Tribune subscription . Thank you for being a valued long time home delivery subscriber.
  
  The additional feedback and information you provided within this BBB complaint as well as your account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, your feedback regarding your deliveries have been escalated for review so the local delivery person can be advised for further assistance.  In the interest of fairness, I was able to authorize a lower weekly rate to your account which has extended your paid thru date. Any missed deliveries have been credited by **************** at this time. **************** had contacted you and left a voicemail to follow up with your delivery concern.

  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center