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Business Profile

Newspaper

Bergen Record Newspaper

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/29/2024

    Type:Product Issues
    Status:
    Resolved
    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 the Bergen Record. A couple of times per month the paper does not arrive. Several other times the paper arrives late. The response from the newspaper is that I should just read the e-edition and ignore the lack of a physical newspaper.When this occurs I am told I am credited a minimal amount, the difference between the print and electronic subscriptions. This is a) insufficient, and b) impossible to verify. I am never given a detailed bill with the subscription costs and any applied credits.

    Business Response

    Date: 05/13/2024

    The Record understands and regrets the frustration experienced by this customer. We have discussed the customer's service concerns with our delivery partners for improvement. We have made contact with the customer and provided an agreed upon refund for service errors as well as a lower rate on the subscription. The customer has been provided with our direct contact information if further assistance is needed. 

    Customer Answer

    Date: 05/14/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

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

  • Initial Complaint

    Date:12/13/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Good morning.Every few months when I receive My newspaper delivery subscription from this company there seems to be discrepancies In the amount of payment that I am due because of delivery issues. Today ,I was told by the representative,*******, when I had called in,that even though Im paying a subscription charge on the average of $.75 per paper, I am only being credited for the service charge of $.36. He stated that I still have to pay for the printing for the paper even though it wasnt delivered! I questioned him and he confirmed that this is a company policy. They do not credit you for the full cost of the paper. This seems absolutely absurd and a bit Fraudulent. **if I am not ,physically, getting my newspaper, why am I paying for printing cost? It seems that this practice has been going on for quite some time! The paper delivery is for an elderly parent who has no access to a computer one of the excuses was that the paper is available online, which is not an option for my elderly parent! Its almost as if, you purchase a pair of shoes I need to return them, and being told that you still have to pay for the shoe-making process cost?Bottom line: I did not receive the hard copy of the newspaperWhy am I paying for the printing of it?Are they just taking advantage of a senior citizen who may not realize the difference? Thank you for your help.

    Business Response

    Date: 12/18/2023

    The Record understands and regrets the frustration experienced by this customer. We have made contact with the customer and provided the requested $30.00 credit. We have provided the subscriber with our direct contact information to use for missed deliveries moving forward to make sure she receives the full credit. 

    Customer Answer

    Date: 12/18/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.
    However, I would like to be certain that this is an additional $30 credit that is being applied to my account. I have already received a portion of the printing costs, as I had stated, ******* said I would receive credit for delivery charges only.I appreciate their offer,But I believe that the Record is unjust In their procedures when applying credit to the customers.Is it unethical that their customers do not receive the full cost of the paper That they pay when seeking credit.

    Thank you for your help ,BBB.
    ***************************

  • Initial Complaint

    Date:02/22/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    To: North-JerseyNews.com; ************************ **************************** *************************** 02/21/2023 8:34 PM 4 Is anyone awake at this lousy newspaper co? See email string below.------ Original Message ------From: *********************** To: *************************** Cc: ************************ **************************** *************************** Sent: Tuesday, February 21, 2023 11:48 AM Subject: Re: Re: Re: Re: MISSING 2 SUNDAY PAPERS, NOT HAPPY IS THERE ANY LIVE EDITORS AT the ****** SEE below emails no one ever responds! WHY NOT ?------ Original Message ------From: *********************** To: *************************** Cc: *********************** Sent: Thursday, February 16, 2023 1:47 PM Subject: Re: Re: Re: MISSING 2 SUNDAY PAPERS, NOT HAPPY To: *************************** Cc: *********************** Sent: Wednesday, February 15, 2023 12:56 PM Subject: Re: MISSING 2 SUNDAY PAPERS, NOT HAPPY So far this year we are missing 2 Sunday newspapers. It has been almost IMPOSSIBLE to get through to anyone at the newspaper to discuss this issue. I would like a call from someone at the paper to discuss this . I also want a check sent to me for the refund . I also spent a lot of time driving around to find a Sunday newspaper only to find them sold out. I expect a refund for missing papers and my ********** searching for the Sunday paper.******************* ******************************************************** phone ************

    Business Response

    Date: 02/24/2023

    The Record regrets the frustration experienced by this customer. We have processed a refund to cover the full charge of the 2 missed Sunday newspapers, as well as extra for the inconvenience. Our team will be working with our carrier to improve service at this location. Direct contact information has been provided to the customer if further assistance is needed.

    Customer Answer

    Date: 02/24/2023


    Complaint: 19449564

    I am rejecting this response because: I am trying to speak with a LIVE REPRESENTATIVE of the newspaper. Until this is done the matter remains open.



    Regards,

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

    Business Response

    Date: 02/24/2023

    The Record regrets the frustration experienced by this customer. We have spoken directly with the customer. We are providing the customer with a full a refund of $12.00 for the two missed papers as well as additional for the trouble. We will be lowering his rate moving forward as well as paying for 2 months of service. The customer has been provided with our contact information if further assistance is needed.

    Customer Answer

    Date: 02/27/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

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

  • Initial Complaint

    Date:01/17/2023

    Type:Product Issues
    Status:
    Answered
    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 sent a check to the Record for a promotion last summer. The check was cashed on July 20, 2022. I never received the paper.I called multiple times with assurances that it would arrive, but it never did. September 27, I called for a refund of $51.60 the amount of my check. It never came. I called again late December. Each time I was given an excuse and promise. I was given different reasons for not receiving the check including the check being sent to the wrong address. Finally today, they have no record of the account and will look into AGAIN. Im retired and on a fixed income. I would really like a refund as small as it might seem. Thank you for any help you can provide.***********************

    Business Response

    Date: 02/01/2023

    The Record understands and regrets the frustration experienced by this customer. We have voided the old check in our system and had it re issued. The customer has our direct contact information if further assistance is needed.

  • Initial Complaint

    Date:12/31/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 believe it is the Bergen Record which provides the local ********* Weekly Newspaper free of charge. This is only provided if you do not subscribe to the Record. For the last several years we have been trying to stop the delivery of this free newspaper to no avail. We call them, it stops for some a time and then starts being delivered again. It has already jammed 1 snowblower when on the day of delivery, we were working on our driveway. Since we do not subscribe, we were NOT LOOKING for any papers. We were then forced to finish clearing the driveway with shovels and it took several days before we could clean out the newspaper from the snowblower. We called then and it might have stopped for close to a year, but then started up again. Then we called again, and it stopped and then it started up again. Wash, rinse, repeat - you get the idea. There has to be some way to get on a do not deliver list and to opt into getting this newspaper. This is a serious issue-if one goes on vacation, it is not a good look to have any papers piling up in the driveway. Can you assist in getting them to stop delivering once and for all? We have given up our own efforts and have started yet again to receive the paper for last 1 to 2 months. But we want it stopped forever now. Please advise.

Bergen Record Newspaper is NOT a BBB Accredited Business.

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