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:07/23/2022

  Type:Sales and Advertising 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.

  The Baltimore Sun newspaper has been calling me constantly asking me to take a survey and then saying my email and address. They will talk fast and say I'm signed up for digital subscription, $5 off and have a good day.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/02) */ August 2, 2022 Our sincere apologies for any frustration or misunderstanding associated with your cancelled Baltimore Sun subscription. As per our conversation today, I have cancelled the Sunday Only and digital account as you stated you did not order this subscription. Your feedback will be forwarded to our Telemarketing sales vendor for review as the Baltimore Sun takes this circumstance very seriously. Proper course of action will be taken, if necessary. Thank you for your understanding with this matter and your satisfaction with my resolution at time of our call. If you would like any additional assistance, please contact the Baltimore Sun Customer Service 443-692-****. Thank you, Katina Executive Resolution Center

• Initial Complaint

  Date:07/07/2022

  Type:Customer Service 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've been a Baltimore Sun daily newspaper subscriber for decades. Since June 2nd and continuing through today, July 7th (35 calendar days), the carrier(s) servicing my address has failed to deliver our daily Sun paper on 14 days, for a 40% failure rate. On each of the missed delivery days, I have submitted a complaint via (1) the automated phone line, (2) the on-line 'missed delivery' form, and (3) email to the Sun's customer service email address. On many occasions, the customer service reps have apologized via email for my inconvenience and promised to resolve the problem. Unfortunately, the Sun customer service reps seem work primarily in the Philippines and have little/no personal or professional interest in taking strong action; they seem to have no authority. They have not solved the problem. Moreover, on many of the missed delivery days, I've requested a replacement paper; such a paper has NEVER been delivered during the aforementioned time frame. So, not only is the primary delivery system broken, but also the promise of a replacement paper has been an empty promise. Therefore, I've had to ask for a credit for each missed day; I hope to see that reflected on my next bill. In sum, the Baltimore Sun has a huge customer delivery/service problem and a customer service system badly in need of improvement. I pay a monthly subscription fee and all I ask is to have my daily paper delivered regularly, consistently, and on time. I'm thoroughly aggravated by the Sun's recent poor customer operations, and I'm very tired of having to submit non-delivery complaints so frequently, and without resolution. I'm on the verge of cancelling my subscription.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/13) */ July 13, 2022 Our sincere apologies for any frustration or inconvenience with the ongoing missed deliveries associated with your Baltimore Sun newspaper subscription. Your delivery concerns and feedback regarding your Baltimore Sun deliveries are being reviewed with your local Distributor for resolution. The Delivery Contractor will be advised to check on your account to ensure that your newspaper arrives as expected on your scheduled delivery days. They have responded that as there are delivery delays in the area at this time that your deliveries may be missed or received after standard delivery times. Thank you for your patience and understanding while we work towards resolving the delivery concerns in your local delivery area. After reviewing your home delivery account, your subscription is on a vacation hold until July 29, 2022. I have processed additional credit adjustments as well as authorized a one-time rate adjustment of which has extended your paid thru date until September 7, 2022. Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun Customer Service Department at 443-692-9011. Thank you, Katina Executive Resolution Center

• Initial Complaint

  Date:07/06/2022

  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 had a magazine subscription for around 3 years, never missed a payment, and decided to cancel. I believe I did so in April. I canceled my subscription over the phone and was told that I would no longer be billed and that I would receive a few more papers as there was time still left on my billing cycle. I never received confirmation via email, though I asked, which was my first red flag. I still received several papers, more than I thought I should received. I called again and was told that I had a balance. I informed them I canceled my subscription and they indicated it wasn't reflected in the notes. I canceled once again. I was told that I had a bill for that month. I informed them that on principle, I would not be paying as I previously canceled. I received a call from the paper a few weeks later looking for payment, I reitiereated I wouldn't be paying. I ultimately decided to cancel because I noticed a deterioration of their customer service, and this whole experience reflects that. I previously put my subscription on vacation holds when I was away from my home for long periods of time so newspapers wouldn't be piling up to alert people I wasn't home. They continually delivered papers anyway. Now, I get a collections statement A.R.M. Solutions, Inc, who after a brief google search has several complaints themselves. I historically have paid my bills and I once again should not have to pay for their error. As large as this conglomerate is, they should write off this $11.94 as a loss as opposed to harassing me for their poor staffing errors.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 6, 2022/07/11) */ July 11, 2022 Our sincere apologies for any misunderstanding or inconvenience with your former Baltimore Sun subscription. After reviewing the information you provided within this complaint, I have adjusted the remaining balance in the amount of $11.94. No other balance is due at this time and your former account is in good standing. Thank you for your feedback regarding your Customer Service experience. This information will be reviewed, and the proper course of action will be taken, if required. If you would any further assistance or would like to restart your promotional account, please contact the Baltimore Sun Customer Service Department at 443-692-9011. Sincerely, Katina Executive Resolution Center Consumer Response /* (2000, 8, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response because accountability was taken.

• Initial Complaint

  Date:06/30/2022

  Type:Customer Service 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.

  There are multiple long-standing issues: 1. Chronic missing and incomplete papers. Delivered to publicly open space without identification of recipient. 2. No domestic access to contact company. 3. Restrictions on written correspondence. 4. Imposed padding of costs adding unsolicited items to subscriptions. Price increases without notification. 5. Incomplete and false statements on billing invoices. 1. Papers are frequently incomplete or missing and tracking of credit is inaccurate. Papers are delivered to an area open to the public, rather than delivered to actual location. Previously a unit/apt number was indicated on front of paper. When left unmarked in an open area, it is impossible to tell if missing papers were picked up by wrong person or just not delivered. This has been reported personally a minimum of 8 times in past 4 months. 2. If one does not have a secure internet available for online account due to limited income, reporting is only possible through automatic phone system. Connecting only to overseas representatives. Rapid-speaking, highly inflective voices that are difficult to understand. You are told you will receive a callback in 72 hrs if one is requested. Callback has never occurred. 3. Billing invoices state they do not accept written correspondence and there is no domestic phone access to resolve issues. Payment is preferred to be automatically charged. Lack of credit for failures, padding, and inaccuracy of their billing department, is akin to writing a blank check. 4. Invoices state charge for unsolicited "premium" issues. They offer no option to remove these unsolicited charges. Invoice also states that you will be notified of price increases. Each billing invoice comes with a price increase. Notification of these increases has never occurred. 5. Invoices do not state number of issues, per issue cost, nor start date of subscription. Subscription length changes frequently to add increase processing fee per invoice.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 7, 2022/07/23) */ July 23, 2022 Our sincere apologies for any misunderstanding or frustration you have experienced with your former Baltimore Sun Sunday Only promotional subscription. Please be advised that after reviewing your cancelled account all missed delivery, incomplete sections, product placement and dispute of company policy feedback were escalated by Customer Service during your emails and phone conversations. Also, all terms and conditions are reflected on all billing statements and correspondence which includes the premiums date of issue and maximum charge amount. On the Baltimore Sun billing statement, it reflects as follows- Your subscription may include up to twelve Premium Issues per year. For each Premium Issue, your account balance will be charged an additional fee up to $7.99 in the billing period when the section publishes. The charge will shorten the pay-through date listed above. Premium issue dates for 2022 are: 1/9, 2/13, 3/27, 4/17, 5/15, 6/12, 7/10, 8/7, 9/4, 10/9, 11/20, 12/18 - dates subject to change. After reviewing your former account, it seems Customer Service did process credit adjustment and a refund in the amount of $58.29 on November 29, 2021. Due to the concerns reflected on your complaint, I have adjusted a processed a second refund check totaling the amount of difference from your last payment in the amount of $26.93. This refund check should be received within the next 14-21 business days due to our standard processing times. I will contact you directly within the next 5-7 business days to follow up on your concerns and answer any questions you may have regarding your former subscription. I hope this clarifies our terms and conditions associated with your subscription. If you would like any further assistance or would like to restart your account, please contact our Customer Service Department at XXX-XXX-XXXX. Best Regards, Katina Executive Resolution Center Consumer Response /* (3000, 9, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Case# XXXXXXXX Clarifications on response: 1. On comment about issues being escalated: how were issues escalated? I never received any call backs that were requested on at least a dozen occasions. 2. The statement about all terms and conditions being listed on billing statements is false. The statement does not list a start date for the subscription, nor the number of issues included in the subscription. It only states an end date and dollar amount. It is impossible to calculate the number of weeks or issues with the inaccuracy of credits for missing and incomplete papers and the addition of unsolicited items. 3. The billing invoice states that the customer will be notified of price increases. No notice of a price increase has ever been sent. With the ambiguous billing style, no start date on subscription invoice, the addition of unsolicited, unwanted issues (premium), it is impossible to decipher any price increases. 4. The premium issues listed are unsolicited and not wanted. No venue is available to decline. If you check my last subscription mailed with payment, you will note that I crossed out and initialed the statement about the premium issues indicating that they were not wanted. Since no response was received and the enclosed check was cashed, I assumed Sun Papers was in agreement. If not, at a minimum the check should have been voided and returned. 5. I have not received the direct contact listed in the response. There have been no messages left on my answering machine if the call was placed at a time when I was not at home. Nor have I received a copy of this response from Sun Papers either via email or standard mail. N ****** Business Response /* (4000, 11, 2022/08/08) */ August 8, 2022 Once again, our sincere apologies for any misunderstanding or frustration you have experienced with your former Baltimore Sun Sunday Only promotional subscription. Apologies for not being able to reach you sooner as it was my pleasure to speak with you today regarding all the information you provided within this complaint. Your feedback is greatly appreciated regarding the billing statements and delivery concerns as well as the premium charges associated with the Baltimore Sun subscriptions. All this information **** be forwarded to Upper ********** for review and advisement as your feedback is valued. As previously stated in the last complaint response, I have adjusted a processed a second refund check totaling the amount of difference from your last payment in the amount of $26.93. This refund check should be received within the next 14-21 business days. Thank you again for your feedback regarding your former Baltimore Sun account and your overall concerns associated with all Baltimore Sun subscriptions. If you would like any further assistance or would like to restart your account, please contact our Customer Service Department at XXX-XXX-XXXX. Best Regards, Katina Executive Resolution Center Consumer Response /* (2000, 13, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by the representative and believe she did as much was in her power to do and that she understands that it was not about a monetary issue. As indicated in the complaint, in addition to incomplete papers, the concerns were more about billing transparency and addition of unsolicited papers to the subscription. My hopes are that with these concerns forwarded to upper **********, they **** act to modify some of these practices in the future.