Business Profile

Newspaper

The Baltimore Sun Media Group

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

127 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/23/2024
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 ordered the digital version of the Baltimore Sun, account *********. I contacted the Baltimore Sun on multiple occasions by email and on the cancellation website. I do not want the digital subscription and have been canceling for 3 months straight, over 20 times. I canceled online multiple times and received confirmation of cancelation and I have also canceled by email. I received an email from the Baltimore Sun that they do not know how to turn my account off? How can this be when I have confirmations of the cancelation? I then receive another email from the Baltimore Sun that although I have confirmation of cancelation, they do not know how to cancel the account and it is still running and they will have to escalate this issue to tier two technical department. This was months ago and I have not heard back an am still being harassed everyday with news that I don't even read.
Business Response
Date: 08/30/2024

August 30, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. After reviewing your **************** contact, it seems that this information was not associated with any active accounts as this was temporary confirmation number which allows for immediate digital access. The *************************** researched for your new start information of which did not process therefore any pending charges should have not finalized as no active account is reflected in our system currently associated with your email address *******************************. Your information has been updated by our ****************** as Do Not Email so no further emails will be received to your email address indicated.

Customer Service will contact you within the next 5-7 business days to see if any further assistance is needed.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 09/04/2024

Complaint: 22182739

I am rejecting this response because:
This response received is simply untrue and I am now being deceived of my money paid and would like a refund to my payment made of 6.36. I joined the Baltimore Sun Digital on May 7, 2024 for a one year subscription which is only a few months back. You have now turned my service off two times by deleting my email out of your system from receiving the papers I paid for. I have not asked to have my papers deleted or removed or unsubscribed at the moment. I simply asked over 20 times now that when my time is up in one year that you do not charge me the 4.99 a week that you have promised to charge on the email received as my receipt as shown in the following
( Please keep this information
for your records: You Are Subscribed To: Standard Digital Access - $6 for 1 year - Renews at $4.99/week For questions:
Visit our log in help page
Sign up for newsletters  |  Privacy Policy
Copyright  2021 |  Baltimore Sun  |  PO Box 1377 Baltimore, MD ***** |  ************ )
Now, because I have asked multiple times not to renew next year because I am moving next year, you turned off my newspaper while it is supposed to be currently active for many weeks the past couple months and therefore have stolen my original paid amount of 6.36. You also will not allow me to cancel, although I have a cancelation receipt and you will not allow me to remove my payment method (this is so that you can charge me again fraudulent next year). I have now reached out to Attorney General for the theft of my cash and hope to not have to resort to further matters. I can not believe this has made it through multiple levels of customer service and escalations and now up to executive level where I am still being ripped around.

Sincerely,

****** ********
Customer Answer
Date: 09/04/2024
Baltimore Sun keeps stating I do not have an account yet I do and I have a receipt and have been charged. They have also continued to turn my papers off using my email address to turn them off. I am now out my original money paid of 6.36 since they have turned off my current paper.
Business Response
Date: 09/09/2024
September 9, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.
The additional information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. After reviewing your **************** contact, it seems that this information was not associated with any active accounts as this was temporary confirmation number which allows for immediate digital access. The *************************** researched for your new start information of which did not process therefore any pending charges should have not finalized as no active account is reflected in our system currently associated with your email address *******************************. Your information has been updated by our ****************** as Do Not Email so no further emails will be received to your email address indicated. The pending payment was not finalized therefore it was not processed. No payment was located associated with any Baltimore Sun account in our system.

**************** will contact you again within the next 5-7 business days to see if any further assistance is needed.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 09/10/2024

Complaint: 22182739

I am rejecting this response because:
Baltimore Sun is making up anything to get me to go away. They opened an account for me on May 7th and charged my account at ********* on May 8th. They have me under automatic renewal which I am not interested in renewing when renewal becomes available. Rather than cancel me on renewal date, they have removed the paper from me now (this is the paper I am currently paying for and they have not sent at all this month and parts of last month. Now they not only refuse to stop the renewal contract but they have stolen the money charged to my bank account without giving me the paper. I am now being falsely told that I was never charged when I was. The excuses change every week. I now want a refund of the amount paid since my paper has been removed but they are refusing that too. My money is stolen and no paper coming in plus a renewal that will charge to my account that I do not want. I would suggest that since no one at this office knows how to fix their own accounts, that this gets escalated a fourth or fifth time, whatever we are on at the moment. Also, stop calling my house. I've requested this over 5 times now and you still call my phone every day. It does not take a daily phone call for a month to fix this issue.

Sincerely,

****** ********
Business Response
Date: 09/16/2024
September 16, 2024
Once again, sincere apologies for any misunderstanding or inconvenience associated with the Baltimore Sun.
Your additional feedback is acknowledged and has been reviewed. After further research by the new start processing team, it was determined that this monetary transaction declined after trying to be processed therefore the new start was not finalized in our system. The credit card payment declined so that is the reason the new start did not happen. Ms. ******* was receiving the Baltimore Sun access during that time frame as we allow for access while the payment is processing but this was not finalized.

As per the New Start processing area-
On May 7th, we see in the event logs, New start event id ********* for *******************************
CC authorization event id ********* failed for general decline.
We do not see an add subscription event being sent to Circulation to create a subscription. I hope this information is helpful.
We have tried several times to contact you but have reached your voicemail. If you would like any additional assistance regarding this matter please contact the Baltimore Sun at ************.
Best regards,
******
Executive Resolution Center
Customer Answer
Date: 09/16/2024

Complaint: 22182739

I am rejecting this response because:
So since you now say I have no subscription, which is in fact not true, will you be refunding the amount you subtracted from my bank account? I've attached the pictures. You've obviously charged my account and failed to deliver as you have done to thousands of others. Please let me know when I can expect my refund to my Santander account that the money is missing from. I am now reaching ************************ and filing a police report for fraud.

Sincerely,

****** ********
Initial Complaint
Date:08/20/2024
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 called to cancel my Baltimore Sun subscription on Feb 21, 2024. The only way to cancel is to call and speak with a customer service *** who tries to get you to keep your subscription. There is no way to cancel in writing. Despite the call, I continued getting charged for the subscription. When I realized this, I called again to cancel (August 19th). The charge to my credit card is currently being processed. I asked to cancel as of today and to not charge my card. I was told that it would take 2 days to cancel the subscription. I asked to speak with a supervisor. I was on hold for at least 10 minutes waiting. When I finally spoke to the supervisor, she ***eatedly asked me why I was calling today, even when I had already answered her. I had to answer her at least 3 times before she went on to the next question. She again tried to get me to keep my subscription, and asked me why I had subscribed. I spent 22 minutes on the phone, and I am not sure that this person understood me well enough to cancel my subscription.
Business Response
Date: 08/27/2024

August 27, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Baltimore Sun subscription.

The information you provided within this BBB Complaint and your cancelled digital account is being reviewed and proper course of action will be taken, if needed. Your digital account was cancelled effective August 21, 2024 as there were no other notations of your request prior to cancel besides your **************** contact on August 19, 2024. Due to your feedback as well as in the interest of fairness, I have processed a credit adjustment to accommodate for any payments from February thru August 2024 and processed a full refund in the amount of $210.47. Please allow 7-14 business days for your refund to be applied back to the credit card charged due to our standard processing times. For more details and to view the Complete Subscriber Terms and Conditions, please go to ***************************************;

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive *****************
Customer Answer
Date: 08/27/2024

Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:08/06/2024
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.
My issue/complaint starts with a 1st ****** commission complaint.. I was approached while getting ready to go grocery shopping. When I was walking in the doors, I got stopped by a Baltimore Sun employee asking me if I could DONATE too A trusted charity with my donation I Would receive a Baltimore Sun subscription for three months for the price of a one time fee of 5.99! After I agreed, I then had a charge of 1349 per month on a bill. I did not agree to So I called and canceled the subscription that I never agreed to. And the bottom or son still charged me $13.49 every month until this coming bill that I get for September which is $30.16 for September 15, 2024, which I have not paid, I have just called the Baltimore and they said they would stop the subscription. The problem is theyve still been charging me after I opted out of the subscription. I spoke with a lady named ****** ****** just like the fruit and I guess its case number 1627Z as in zebra ****** and Cherry was unable to help me with the prior responsibilities and apparently the higher-*** dont work After 1 PM. So please get back to me at your earliest convenience thank you so much much. Have a blessed day.
Business Response
Date: 08/12/2024

August 12, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your cancelled Baltimore Sun subscription.

The information you provided within this BBB Complaint and your former Baltimore Sun Wednesday and Sunday Print/7 day digital account is being reviewed and proper course of action will be taken, if needed. After reviewing your cancelled subscription, and in the interest of fairness even with our no refund policy, I have processed a second refund in the amount of $80.63 back to your credit card charged for the charges which processed from May 27, 2024 thru December 14, 2023. This refund is in addition to the refund check processed on August 6th in the amount of $16.72 which both refund checks will be received within the next 30 days due to standard processing and local **** mail timetables. The total monies refunded for the two refund checks would amount to $97.35.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive *****************
Initial Complaint
Date:07/01/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have subscribed to the Baltimore Sunpapers for over 30 years. However, for over the past three years we have been unable to have our newspaper delivered before 8 AM as advertised on your website.On weekends the paper arrives sometime between 9:30 and 10 am.On weekdays the paper arrives between 8:30 and 9 am.We have called customer service numerous times and even emailed the Advocacy Group with no results in having the newspaper delivered earlier. We have been promised credits, a Distribution Supervisor will contact us and we will receive replacement papers, all of which we have never received.We prefer the printed version and not the digital version.
Business Response
Date: 07/08/2024
July 8, 2024
Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun home delivery subscription. Thank you for continuing to be a valued long time home delivery subscriber.
The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries sporadically could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. The local Distributor has been advised of your delivery concern and will review with the local delivery person to assist with your request. Due to your feedback, I was able to authorize a one time lower weekly rate for your next billing cycle and extend your current paid thru date until July 27, 2024 so please disregard any current bill statements you may have received prior to this time. **************** will be contacting you directly within the next 7 business days to confirm your home delivery satisfaction.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 07/09/2024

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. Thank you for your response fo this matter.

Sincerely,

**** ******
Initial Complaint
Date:06/20/2024
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.
Haven't received any paper by my phone in 3 weeks.i get single articles by the sun but not the newspaper I signed up ****** 67and on a limited income. I just want what I signed up for.
Business Response
Date: 06/27/2024

June 27, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Baltimore Sun digital subscription.

The information you provided within this BBB Complaint and your digital account is being reviewed and proper course of action has been taken. After review of your information, I escalated further to the Digital Team and a password reset link was sent to sync your email address to your account. As per our conversation today, you confirmed access to your digital Baltimore Sun to your satisfaction. Due to your feedback, I have processed a credit adjustment of .15 cents which extended your promotional subscription paid thru date for an additional 3 weeks due to your inability to access the digital subscription.

Once again, sincere apologies for any inconvenience or frustration associated with your account. For any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive *****************
Initial Complaint
Date:05/30/2024
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.
I have now made over 20 calls to Baltimore Sun to stop delivering the weekly free Sun Plus newspaper on Wednesdays. When I make the complaint they only stop for a month and then they resume delivering a paper I never subscribed for. These newspapers are trashing the neighborhood and clog the gutters and drains. They keep telling me that they have informed the distribution department but apparently they only keep the complaint for a short amount of time because they keep resuming delivery. I need for this to stop or I will escalate it to the local news and ************************
Business Response
Date: 06/06/2024
June 6, 2024

Our sincere apologies for any inconvenience or frustration you have experienced due to the Sun Plus free deliveries by the Baltimore Sun.

Your feedback is acknowledged and proper course of action will be taken, if needed. The local Distributor has been notified of the information you have provided and ongoing stop Sun Plus delivery request. After researching this concern, no active accounts associated with your delivery address since 2021. Thank you for your patience and understanding as this is being reviewed for assistance. Your delivery address has been designated as "Do Not Deliver" in our system due to your request. Also, **************** has already been in contact with you this week as to obtain your delivery address which was not reflected in this complaint. You confirmed no further deliveries since May 29, 2024.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 06/06/2024

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:05/28/2024
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.
The Baltimore Sun does not have contractors who provide regular delivery service as is necessary to those of us who want our newspapers. For the past 5 issues due me, paid in advance, I have not received these papers. I have called and was given credit each time but the issue has not been resolved as promised. They claim to have elevated the complaint to a higher level but this still happens and I am angry about the fact that they tell me it will be solved and yet, this situation reoccurs or happens again. I cannot find out if I am the target or if others in my area have the same issue. I have been told to simply go to the digital issue but I do not wish to spend my time before a computer in this fashion. I paid for paper delivery 5 days per week and that is what I wish to have.
Business Response
Date: 06/05/2024

June 5, 2024

Our
sincere apologies for any inconvenience or frustration you have experienced associated with your
Baltimore Sun home delivery
subscription.

The
information you provided within this BBB Complaint and your home delivery
account is being reviewed and proper course of action will be taken, if
needed. Your local Distributor has
been advised of the ongoing missed deliveries for your subscription and
Customer Service has been processing your missed delivery complaints and
credits of which have extended your paid thru date. We appreciate your patience and
understanding while we work towards a resolution to the delivery concerns in
your local delivery area.
As per
our phone conversation today you confirmed you did receive the newspaper
deliveries on Friday, May 31 thru Sunday, June 2, 2024 to your satisfaction.
Should you have any further concerns or would like any further assistance,
please do not hesitate to contact our Customer Service Department at
###-###-####.

Thank
you,
Katina
Executive
Resolution Center
Initial Complaint
Date:05/16/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Have subscribed to the Baltimore Sun for for Wednesday and Sunday print paper delivery and e-paper access daily for the morning and evening edition. I don't recall the exact date of the start of service but it's been well over a year probably two.I have been able to read the paper online but I have yet to receive a single print paper. I have called the Sunpapers and sent emails complaining about this to no avail. They always apologize and say they will contact the delivery person and offer to resend the print paper the following day. Nothing ever happens. I'm getting charged on my credit card $16.89 including a "delivery cost" of $5.59 and sales tax of $0.64 every 3 months. I would like the Sunpapers to deliver the print paper to me as per the subscription contract. At this time, I consider this to be a scam. I am being charged for a product and a service that they have no intention of providing. I don't want any money back but I would expect the Sunpapers to comply with the agreement we made
Business Response
Date: 05/22/2024
May 22, 2024
Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun Wednesday & Sunday home delivery and digital subscription.
The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. **************** has processed the missed delivery complaints and credits but I have adjusted the account further of which extended your paid thru date until August 24, 2024. In the interest of fairness due to your feedback, I have processed a refund back to your credit card in the amount of $17.58. As per our conversation today, I have reviewed this information and have scheduled a callback for next week to confirm you received your Sunday and Wednesday newspaper to your satisfaction.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.
Thank you, ******
Executive Resolution Center
Customer Answer
Date: 05/28/2024
I did receive a call from the Baltimore Sun. They assured me I would start receiving the print paper immediately. As they have done multiple times. They also refunded my last payment for a three month subscription. I have yet to receive the print paper delivery. This is the primary issue. I'm not interested in refunds. I want my paper delivered as per subscription contract. I have called them again today about the missing paper from Sunday May 26th. I honestly don't think they know where my house is. They have my correct address but somehow they are unable to find it. They wouldn't tell me the name of the delivery person so I could check with them. We just keep going round and round and I never get any print papers delivered. It did occur to me that they think I'm in Baltimore County because ******* is in Baltimore County. The post Office is actually in ******** but that's a different issue. The ***** zip-code does include a small part of Harford County and that's where my house is located. I happen to know that houses located on ******************, less than a mile away do receive the print paper but that's ************************* *****. There has to be some logical explanation why they can't seem to deliver my paper. It's been over a year
Customer Answer
Date: 06/10/2024
Just keeping you appraised of my ongoing complaint with The Baltimore Sun. I still have not received a single print newspaper delivery. As I have already reported to you no paper has been delivered since my subscription last year. I'm supposed to receive twice weekly print paper delivered to my home every Wednesday and Sunday. I have been contacting he Sunpapers by phone on a regular basis most recently today about these missing papers. They claim to be "looking into" the situation but so far no paper delivery for months.
Business Response
Date: 06/15/2024
June 15, 2024
Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun Wednesday & Sunday home delivery and digital subscription.

The information you provided within this BBB Complaint and your home delivery account is continued to be reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. **************** continues to process any further missed delivery complaints and credits which extends your paid thru date accordingly. I have reviewed this information and have scheduled a callback for next week to confirm you received your Sunday and Wednesday newspaper to your satisfaction. Last complaint is dated June 9th at this time.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you, ******
Executive Resolution Center
Customer Answer
Date: 06/17/2024
Thank you for your continued assistance in this matter. I have read the response letter dated 6/15/24 from the Baltimore Sun you forwarded me. This is essentially what they always tell me whenever I have called to complain about the failed delivery issue. I would like to reiterate that this is not a matter of a missing paper here and there. I have NEVER received a single print paper issue since my subscription last year. They have my correct address which they read back to me every time. I happen to know that my neighbors on **************** and Jarrettsville Pike receive the paper. My latest missing paper was yesterday's Sunday paper 6/16/24 and I dutifully called to complain. They assured me that my complaints had already been sent up to the circulation department for a resolution and that they would be sure to send me a replacement paper by end of day. I don't know about the circulation department but needless to say, I never got a replacement paper yesterday. I have to assume that these people are not deliberately lying when they tell me these things but there's clearly a breakdown somewhere between the newspaper offices and the person responsible for delivering the paper to my address. They refuse to give me the name and phone number of the delivery person so that I can enlighten them directly as to where to deliver the paper. In the meantime, I'll keep waiting for a miracle.
Business Response
Date: 06/21/2024
June 21, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun Wednesday & Sunday home delivery and digital subscription.

The information you provided within this BBB Complaint and your home delivery account is continued to be reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. **************** continues to process any further missed delivery complaints and credits which extends your paid thru date accordingly. I have reviewed this information and have scheduled a callback for next week to confirm you received your Sunday and Wednesday newspaper to your satisfaction. Last complaint is dated June 16th at this time.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you, ******
Executive Resolution Center
Customer Answer
Date: 06/24/2024
I am happy to inform you that yesterday, Sunday 6/23/24, I finally received my first print copy of the Baltimore Sun. I'm hoping that this means the delivery people have finally figured out where I live and that this is only the first of continued deliveries from now on. I would like to thank you for your assistance in this matter. Multiple complaints over months went nowhere until you became involved. Thanks again
Initial Complaint
Date:05/15/2024
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.
I received a txt message from A debt collector that the Baltimore sun sent my information to. The newspaper claimed I owe them money. I have never received a paper from the Baltimore sun , I did however sighn up to receive the paper over a year ago , and never received a physical paper. I called them to complain about it , and hadnt heard anything for months. Until I started getting letters and txt messages claiming I owe them money. I never received the goods from this company, and when I try to call in , I get sent to a call center in *****
Business Response
Date: 05/22/2024

May 22, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.

The information you provided within this BBB Complaint and your former Wednesday and Sunday/Digital account is being reviewed. Your feedback regarding your customer experience is acknowledged and proper course of action will be taken, if needed. After reviewing your subscription, it seems that the account was stopped due to the account still remaining active as there were no notes to cancel. I have adjusted the account balance in the amount of $12.62 therefore no further balance is due at this time. Also, I have processed a refund of $10 back to your credit card processed with the initial payment due to your feedback that you did not receive any newspapers to your residence. This $10 refund is the full amount paid for the subscription of which will be applied back to the credit card within the next ***** business days due to standard processing times. ARMS collections have been notified that there is no further balance due at this time.
For any additional information associated with our Terms and Conditions, please refer to ***************************************;

Please do not hesitate to contact our *************************** at ************ for any other concerns.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:04/29/2024
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.
For nearly two months, our newspaper has not been delivered, even though we have paid the bill sent by the Baltimore Sun. We have called the customer service number repeatedly to report non-delivery, and each time the newspaper staff says they will investigate, but we continue to have delivery issues. If this is a carrier issue, it needs to be resolved.
Business Response
Date: 05/06/2024

May 6, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Baltimore Sun home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Your local Distributor has been advised of the ongoing missed deliveries for your subscription and **************** has been processing your missed delivery complaints and credits of which have extended your paid thru date. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.

As per our phone conversation today you agreed for a callback on Thursday, May 9th so I can provide you with the proper delivery expectation for your newspaper home deliveries. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Business Response
Date: 05/10/2024
May 10, 2024
Once again, sincere apologies with your home delivery subscription associated with the Baltimore Sun.
I spoke with Ms. ******** this morning who confirmed receiving the newspaper today and the missed deliveries this week. The local Distributor has been advised to deliver everyday and I have scheduled callback with Ms ******** next Thursday, May 16th to follow up on her newspaper deliveries. I have processed the delivery credits for Monday, 5/06 thru Thursday, 5/07 newspapers of which extended the paid thru date on the subscription.
In the meantime, should Ms. ******** have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

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

Business Response
Date: 05/16/2024
May 16, 2024
I spoke with Ms. ******** this morning, May 16, 2024 and she confirmed receiving the newspaper every day to her satisfaction.

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

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