Complaints

This profile includes complaints for The Baltimore Sun Media Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Baltimore Sun Media Group

  501 N Calvert St Baltimore, MD 21202-3604

• 

  The Baltimore Sun Media Group

  PO Box 1377 Baltimore, MD 21278-0001

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:05/13/2025

  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.

  I resubscribed to the *************** owned by the same owners as the Baltimore Sun. I paid for a subscription and did not receive service. They claimed I owned money from a different account which doesn't make sense becuase all payments to the paper are made automatically. I have been working with them since Apr 25th when I did not get the paper I ordered. My account was charged ($95.29) for 6 months of the ***************. I was referred to **** ***** B ******** who tells me that he has to go to the Finance group. My account is still active and I have no online option to cancel it. I am afraid that in 6 months they will charge may credit card again saying that I still have and active account. I cannot make a single call and have my account cancelled. They say they will get back to me and never do. I notified my bank that I am disputing the charge. So for the issue remains unresolved. They appear to have no means to speak with anyone other than a person who has not ability to resolve any issues or even cancel my account.

  Customer Answer

  Date: 05/13/2025

  Just after filing the complaint, I saw that the Baltimore Sun did reimburse my account.  you can withdraw this complaint.

• Initial Complaint

  Date:04/24/2025

  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.

  Fraudulent business practices by the Baltimore. Unauthorized charges for a subscription I did not request. When I tried to call them, gave me the run around for an hour asking same questions over and over intentionally trying to frustrate me so I would hang up but they would not refund my money. Called back a week later after no refund and was told I had to wait 30 days to fully cancel and by then no refund which is nonsense. They are apparently scamming thousands the same way per internet posts. Considering a class action lawsuit.

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled Baltimore Sun digital subscription.
  
  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, your account was cancelled effective April 26, 2025 as per your request to **************** effective April 16, 2025. I have processed a refund of the prior payments in the amount of $42.27 back to your credit card charged. This refund will be applied back to your credit card processed within the next 7-10 business days due to 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 Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  Date:03/07/2025

  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.

  SUN plus paper being delivered to my address after calling to cancel. Called and was told there was no account listed under my address yet the papers continue to roll in each week litering the driveway.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  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 Sun Plus 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 Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 04/10/2025

  Update 10 April 2025.  Nothing has changed, driveway is still be littered with unwanted sun plus papers each week. 

  Business Response

  Date: 04/16/2025

  April 16, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The additional 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 Sun Plus 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 Baltimore Sun *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:03/04/2025

  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.

  I have been trying to speak to a manager at Baltimore Sun regarding charges on my account since January 2025, and I have been getting the run around. This past January, I was charged $36.04 on January 2, 2025 and $47.65 on January 28, 2025. I called several times in January and asked to speak to someone about getting my money refunded to me and to also cancel my subscription. I was told that I needed to call back because they were experiencing technical difficulties and could not pull up my account. I was given that excuse several times. Baltimore Sun has also called me numerous times saying that the card that I have on file could not be charged, and I needed to give them a new card number. I told them that my card was being charged and there was nothing wrong with my card. When I asked for my subscription to be cancelled, I was hung up on. In fact, Baltimore Sun has called me and hung up on me several times when they didn't like the questions that I was asking. Today (March 4, 2025) my card was charged $46.37. When I called and spoke to someone named "Primo", I was told that my card was unable to be charged (which is not true, it was charged). When I asked for my money to be refunded to me and for my account to be cancelled, Primo told me that I needed to contact my bank. I will contact my bank, but I also wanted to make sure to report this business to the Better Business Bureau for their shady business activity. I would like a refund and I would like to cancel my subscription.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Baltimore Sun digital only 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.  After reviewing your former digital only subscription, your account was cancelled effective March 5, 2025. In the interest of fairness, due to your feedback and request, I have processed a refund of the requested amount of $130.06 back to your credit card charged. Please allow ***** business days for this refund to be received due to standard processing times.
  
  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 Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  
  

  Customer Answer

  Date: 03/31/2025

  Good Morning,

  
  

  I am writing to follow up on my complaint with the Baltimore Sun Media Group.  On March 11, 2025, I was contacted by ****** ******* regarding my case.  She told me that she approved a refund for me for the amount that I had been charged in subscription fees for the months that I tried to contact them to cancel and no one would cancel my subscription.  She explained to allow ***** business days for the refund to be received, but I never received a refund.  She responded to by BBB complaint, but I have no way of contacting her.  The phone number that she called me from *************) takes me to the *************** and does not give me a way to contact her directly . Do you have any contact information on file for her, or should I file a new complaint?

  
  

  Thank you for your help,

  
  

  Aftan Sylvester 

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

  Business Response

  Date: 04/02/2025

  April 2, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your former Baltimore Sun digital only subscription.
  
  The additional 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 your refund was processed on March ******* as a refund check due to the decline to process your prior payment associated with your credit card on file. Due to this circumstance, the refund check may take an additional ***** business days to be received due to local mailing timetables.

  As per our phone conversation today, you confirmed receipt of your refund check in the mail and are satisfied with this resolution.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:02/21/2025

  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.

  We have been subscribers to the Baltimore Sun for over 20 years. We used to receive monthly paper invoices by mail in the range of $30-80/month adjusting for minor price increases over the years, but switched to auto-pay by credit card during pandemic. Recently, we discovered that the Baltimore Sun has been charging us $275.27/month for home delivery of their newspaper plus a digital subscription! This far exceeds the cover price of the paper and service and the amount we have historically paid and we cannot figure out how the Sun came up with this amount. The stated price of a daily weekday edition is $4.00, increasing to $5.50 for Sat/Sun editions. Assuming 25 weekdays in an average month, and 5-6 weekend days, that would add up to approximately $135/month. The Sun postcard also mentions sales tax of $15.27 and delivery costs of $5.52, which still would only add up to approximately $156/month. We are at a loss to explain what accounts for the remaining approximately $120/month for which we are being charged. When we called customer service, after an hour waiting to get a live representative, they would not (or could not?) explain or give us a breakdown of this monthly charge but said they would send us an itemized bill which we have not yet received. We are not sure how long this excessive over-billing has been going on, but would like an explanation and refund as this is clearly not what we subscribed for. If this matter is not resolved to our satisfaction, then we are prepared to cancel our subscription entirely although we have heard that the *** also makes it very difficult to cancel.

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun 7 day print and digital 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 customer experience is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, I do find that your request for an itemized bill statement had been escalated for assistance but as this is a manual request for the time frame requested additional time was needed to provide the proper assistance. You were reflected as receiving the last several bill statements generated by the bill system dated in our system on February 26, 2025, February 2, 2025, January 5, 2025, December 12, 2024, November 27, 2024 and November 10, 2024 corresponding to your automated EZ Pay payments of which your account was enrolled in and your bill statements were sent to you. Due to your feedback, **************** will forward your itemized billing to your email address within the next 5-7 business days and then will follow up with you to provide further assistance to your bill concern.
  
  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 Baltimore Sun **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

• Initial Complaint

  Date:02/10/2025

  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.

  Repeated, relentless emails from this newspaper. I actually tried their service, but after 3 months they never delivered my paper. I have unsubscribed 4 times, and the emails keep coming. I tried to reply without success. I need the emails to stop.

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The information you provided within this BBB Complaint as well as your feedback is being reviewed and proper course of action will be taken, if needed.  Your email address has been unsubscribed to stop all emails and designated as "Do Not Email" in our system. Your request has been expedited for this matter.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 02/14/2025

   
  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:02/03/2025

  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.

  I subscribe to home delivery of the Sunpapers. I receive (sometimes) a postcard telling the amount that I will be billed for the upcoming billing period. When they fail to deliver a newspaper, Sunpapers has a website they you log into to tell them that a missed delivery occurred in which I participate. This typically happens about 3 times per month. On that site, you can tell them that you want that your account credited for the missed delivery. This in real practice does not happen at all. You must call the customer service number and speak to a representative which supposedly extends the time frame out. Unfortunately this doesn't happen either. On Jan 7, I called them because the postcard stated that my bill for next period would be from 1/12/25 to 2/8/25. This was incorrect because when I previously called them on 11/1/24 we had agreed that due to missed deliveries my period would begin on 1/17 and extend to 2/14. The postcard that I just received states that my period starts on 2/8 through 3/7 instead of the date that the representative told me on 1/7 that it would begin on 2/14.

  Business Response

  Date: 02/10/2025

  February 10, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  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. Please be advised that additional charges associated with our subscriptions can shorten your original paid thru date.  Any additional costs, which shorten your paid thru date, are reflected within your account disclaimers as well as the Terms and Conditions.  Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence.
  
  After reviewing your concern, customer experience as well as your request, in the interest of fairness I have processed a credit in the amount of $21.33 which has extended your paid thru date and authorized a lower weekly rate for your next billing period.  Thank you for your recent payment which was processed on February 6, 2025.
  
  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 Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 02/11/2025

  After reviewing my options regarding continuing my subscription, I had made up my mind to discontinue home delivery and possibly subscribing to digital edition only. My reasons for this were twofold. I was paying $1500 per year for the convenience of having a paper copy to read whereas I saw that new customers could sign up for as little as $160 for 1 year. Quite a difference. The other reason for discontinuing is after reading the Tribune Publishing subscriber terms and conditions. No one in their right mind would ever agree to these. Very one sided eliminating the possibility of filing a lawsuit against *******. Not only are Baltimore Sun subscribers being taken advantage of, but subscribers of 10 other publications are also. This is something that multiple state attorney generals should get involved in.

  After talking to the customer service *** on 2/11/25, she informed me that my rate dropped from $112 to $87 per 4 week period plus a $21 credit which should extend this current cycle through the end of March. Due to this restructuring, I will keep my home delivery for now. I have no doubt that there will be issues going forward. Just read the Subscriber terms and conditions which I am forwarding. When they state on the postcard that is sent each month that they reserve the right to raise prices at any time and supply chain surcharges may apply, then they feel they are covered to rip you off. They might as well just put that on the card. Thank you for allowing me to express my concerns to this injustice. Feel free to share this with The Sun.

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  After reviewing my options regarding continuing my subscription, I had made up my mind to discontinue home delivery and possibly subscribing to digital edition only. My reasons for this were twofold. I was paying $1500 per year for the convenience of having a paper copy to read whereas I saw that new customers can receive home and digital access for as little as $160 for 1 year. That is quite a difference. The other reason for discontinuing is after reading the Tribune Publishing Subscriber Terms. No one in their right mind would ever agree to this. Very one sided eliminating the possibilty of filing a lawsuit against *******. Not only are ********* subscribers being taken advantage of but readers of 10 other ******* publications across the country are also. This is something that multiple state attorneys should get involved in.

  After talking to the customer service *** on 2/11/25, she informed me that my rate dropped from $112 to $87 per 4 week cycle plus a $21 credit which should extend this current cycle to the end of March. Due to this restructuring, I will keep my home delivery for now. I have no doubt there will be issues in the future. Just read the Subscriber Terms and Conditions which I am enclosing for their one sided approach. When they state on the postcard that is sent each month that they reserve the right to increase prices at any time and supply chain charges may apply then they feel they are covered to rip you off. They might as well put that on the card. Thank you for allowing me to express my concerns to this injustice.

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

• Initial Complaint

  Date:01/31/2025

  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.

  I am filing this complaint on behalf of my 90 year old mother whose husband recently passed after a long battle with dementia. In reviewing their finances, I discovered that the Baltimore Sun has been criminally over-charging them for daily delivery, likely for many years. This is unacceptable, and if not remedied immediately to our satisfaction, I will be making complaints to the **************************** for elder abuse, the Maryland Attorney General's consumer protection division, and consider retaining private counsel. Since November 2024, the Sun has been charging my elderly parents $250 per month, or $ *****/week for subscription services. This was an increase from an already outrageous price of $170 per month for the prior year(s). This is nearly a 10x premium over the $6.99 per week price advertised on their website, amounting to thousands of dollars overcharged to loyal, trusting customers of over 60 years. (As a reference, the ********************* charges $7.99/week AFTER their introductory offer expires.) This type of predatory behavior, especially against the elderly and people managing chronic health conditions, is unacceptable and criminal. As my mother's representative, I am determined to come to a fair resolution on her behalf. I informed the Sun of this outrageous practice, and they have yet to respond. Within the next three business days, I demand that the Sun 1. ********* the subscription to the intro advertised price of $6.99 per week.2. Provide financial redress for previous predatory overcharges, by:> 2a. Providing a refund of $1,500.00 by check in redress for some small portion of the previously overcharged balances, or alternatively > 2b. Providing an account credit of $1,500.00 to the subscription account, to be applied weekly to the $6.99 per week subscription charge 3. Never raise the subscription price on this account ever again, without express written consent from the account holders.4. Provide a written apology

  Business Response

  Date: 02/06/2025

  
  February 6, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your mother's former Baltimore Sun 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 mother's cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Due to the all the information that needs to be research associated with your detailed request, I will contact you directly with the details of the requested refund along with any corresponding information as well as your request to restart your mother's account at the new start offer weekly rate which is offered to new subscribers of the Baltimore Sun within the next 7 business days.

  In the meantime, if you would like any additional assistance, you may contact the Baltimore Sun *************************** at ************.

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

   

   

• Initial Complaint

  Date:01/27/2025

  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.

  On Jan 21, The Baltimore Sun charged my ****** account $11.96. I did not order this paper. This happened last year too on a different debit card. I called and spoke with ******, and she said they would only refund 9.76 (I think that's the correct amount) . I don't know why they keep doing this. I have to go back through my bank statements and see how long they have been charging me. This is an account I keep for my terminally ill mother so she can send me money for her medicine, groceries, etc I rarely use this card for anything else. I went through this before and they said they cancelled the account then. ****** said she removed my card information and cancelled the account, which shouldn't have been there in the first place. I expect a full refund. And besides that, I have never received a paper, which I told them the last time, or I would have probably known before now. Feel free to call or email me for any questions or concerns. Thank you.

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  It seems this account was started from an onsite new start order in June 2024 and then stopped effective January 25, 2025 during your **************** contact on January 24, 2025.  Due to your feedback and in the interest of fairness, I have processed a credit for the payments received from dates of September 1, 2024 and January 21, 2025 therefore I have processed a total refund in the amount of $20.17 back to your credit card charged. Please allow ***** business days for this refund to be applied back to your credit card due to standard processing times.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun **************** Department at ************.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  Date:12/04/2024

  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.

  Since the beginning of this year we have been charged over $900 for the Carroll County Times, *** owned by the Baltimore Sun. We contacted them via phone only to be given free papers. I wanted an explanation of the excess charges. Some months we were charged twice on auto pay. Even if we bought the paper at a newsstand the cost would not be this high. I emailed again the circulation department again advising since 12/26/23 we have paid $902.61 for a local newspaper! I asked for a refund. I received a response from a Mr ******* advising they were giving us 4 weeks of papers. I want a refund. We are a 1 income household and this is insane. Dec 26 and Jan 12 rate was $48.60 - we were charged $109.35 in Feb, $63.47 in Mar and Apr. Then in May $126.94, back to $63.47 for June and again $126.94 in July. $63.35 in August $63.47 in Sept and in Oct $188.27!!! Can you please help us recoup some of this money?

  Business Response

  Date: 12/11/2024

  December 11, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Carroll County Times home delivery subscription. Thank you for being a valued long time subscriber.
  
  The information you provided within this BBB Complaint as well as your account is being reviewed and proper course of action will be taken, if needed.   Please be advised that after reviewing your subscription there had been a weekly rate increase which was effective February 28, 2024 along with delivery surcharges which would shorten your paid thru date accordingly. This information associated with your billing expectation was discussed with you during your **************** contact on October 24, 2024 and October 30, 2024.  Also, it seems you cancelled your subscription during your **************** contact on October 30, 2024. **************** will be contacting you directly within the next 7-10 business days to discuss your billing concerns.
  
  If you would like any additional assistance, please contact the Carroll County Times **************** Department at ************ .
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  Customer Answer

  Date: 12/17/2024

  I do not feel that this was resolved in any way. I have had calls from them but not actually spoken with anyone

  even when I advised the best time to call as I work from home and am on the phone most of the day. I have not

  heard anything more since I advised them of this. They have offered to send us free papers for a couple weeks

  I requested they cancel as I dont want free papers - Ive paid for them anyway - I want a refund for overcharging.

  Thanks!

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

  Business Response

  Date: 01/07/2025

  January 7, 2025

  Once again, sincere apologies regarding any inconvenience or frustration associated with your former Carroll County Times home delivery subscription. 
  
  The information you provided within this BBB Complaint as well as your account has been reviewed and proper course of action will be taken, if needed.   Please be advised that after reviewing your subscription there had been a weekly rate increase which was effective February 28, 2024 along with delivery surcharges which would shorten your paid thru date accordingly. This information associated with your billing expectation was discussed with you during your **************** contact on October 24, 2024 and October 30, 2024.  Also, it seems you cancelled your subscription effective December 14, 2024 during your **************** contact on October 30, 2024. **************** has been trying to contact you both by phone and email to discuss your billing concerns but have been unable to reach you therefore due to your feedback you will be contacted again within the next 7-10 business days for further assistance.
  
  If you would like any additional assistance, please contact the Carroll County Times **************** Department at ************ .
  
  
  Thank you,
  ******
  Executive Resolution Center