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Business Profile

Newspaper

The Post Standard

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 8 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:03/03/2023

    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.
    This continues to illustrate why The post Standard's e-billing notification "your e-bill is ready" as well as current invoice in my account is a JOKE. As of this e-mail date and time I continue to receive NO e-bill notification and no invoice/bill in my account!!! There had been a "View My Bill" option in my account....but that has mysteriously been removed...and no longer an option. THERE IS AND HAS BEEN NO 2023 INVOICE IN ACCOUNT. I HAVE NOT RECEIVED ANY CURRENT INVOICE OR NOTIFICATION. THERE CONTINUES TO BE NO E-BILLING NOTIFICATION THAT "MY BILL IS READY". AGAIN AN ONGOING PROBLEM FOR NEARLY 3 YEARS....NUMEROUS PHONE CALLS AND E-MAILS TO "CUSTOMER CARE"..ISSUES NOT ADDRESSED FOR OVER 3 YEARS THE POST STANDARD HAS NOT CONTACTED ME ABOUT THE CURRENT "ACCOUNT IN GRACE" TO ALERT ME. EVEN THOUGH I HAVE CONTACTED THE POST STANDARD NUMEROUS TIMES VIA E-MAIL AND PHONE ABOUT THE CONTINUING PROBLEMATIC ISSUES OF NO "E-BILL NOTIFICATION THAT YOUR BILL IS READY".....EVEN THOUGH I AM SET UP FOR "E-BILLING AND E-BILLING NOTIFICATION" I CONTINUE NOT RECEIVING ANY CURRENT BILL/INVOICE OR NOTIFICATION. VIEW MY BILL HAS BEEN DELTED BY THE POST STANDARD IT IS NO LONGER AN AVAILABLE OPTION FOR MY ACCOUNT. WHY? I HAVE RECEIVED ONLY LIP SERVICE FROM CUSTOMER CARE...NO ACTIONS TO CORRECT THE ISSUES TAKEN I CONTINUE TO RECEIVE THE SAME PAT ANSWER VIA PHONE OR E-MAIL ABOUT THE LACK OF E-BILLING NOTIFICATION THAT MY "E-BILL IS READY" AS WELL A NO CURRENT BILL/INVOICE IN "VIEW MY BILL" "Thank you for contacting The Post-Standard. We are terribly sorry for the inconvenience. At the moment, we are having general issues with our website. Therefore, it's not generating the invoice. We are working diligently to get this fixed as soon as possible. Thank you for your time and patience." I CONTINUE NOT RECEIVING ANY E-BILL NOTIFICATION OR INVOICE...THE ONLY TIME I RECEIVE ANY NOTIFICATION IS "FINAL NOTICE"...IF YOU DON'T PAY YOUR SUBSCRIPTION WILL BE CANCELED.

    Business Response

    Date: 03/17/2023

    March 17, 2023 The Post Standard  *** * ****** **  ******** ** *****  Re: *** ****** **** ******** To whom it may concern: We are in receipt of the complaint filed by Mr. *** ****** on March 6, 2023.   We connected with Mr. ****** on March 8, 2023.  The complaint referenced Mr. ******** inability to access his electronic bill for his subscription to The Post Standard.  We advised Mr. ****** of our recent transition to new vendor and apologized for the issues accessing his bill. Mr. ****** was informed of the recent changes to our billing procedures and was advised of the date his new bill would be available. Mr. ****** was able to successfully access his bill and the issue has been corrected. We offered Mr. ****** 5 weeks credit for the inconvenience with a new expiration of 04/04/2023. Thank you for bringing the matter to our attention.  If you have any questions, please feel free to contact me at ***************  Sincerely, Rebecca M****** | Senior Customer Care Representative 

    Customer Answer

    Date: 03/20/2023

    Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and "currently" find that this resolution is satisfactory to me. As this has occurred numerous times over the past years with the previous vendor, where the eBilling issues have been addressed one time only to continually occur, I will await to see if the eBilling issues have been continually and consistently addressed by the new vendor.  Please understand, this is no reflection on ******* *******....Ms. ******* has been the major force behind this complaint being (at this time) addressed.  She has been professional, knowledgeable and considerate.  My current satisfaction is directly related to her efforts.  Again, I will wait and see if the eBilling issues are permanently resolved.   Regards,  *** ****** 

  • Initial Complaint

    Date:02/28/2023

    Type:Billing 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 decided not to renew my subscription to The Post-Standard Sunday Edition for 2023. I did not cancel verbally per their policy and they kept sending them. I then received a FINAL bill $72.26 and I paid it on Jan 5, 2023. I did contact their customer service and they confirmed that the paper was STOPPED. I still received the paper figuring that the newspaper boy did not get the memo. Yesterday I received a second FINAL bill for $67.93 for the extra editions. My question is how do you cancel and stop this paper from coming? I also would like the second final bill cancelled.

    Business Response

    Date: 03/03/2023

    To whom it may concern:We are in receipt of the complaint filed by Mr. ******** G ******* on February 28, 2023. We reached out by phone and connected with Mr. ******* on March 01.We reviewed Mr. *******’s account, and our records indicate his subscription was stopped on 12/21/22. Due to a system error, the account was inadvertently restarted. Mr. *******’s account was stopped effective 2/22/23 and no further payment is due at this time.Thank you for bringing this matter to our attention and helping us to resolve with Mr. *******’s.If you have any questions, please feel free to contact me at ###-###-####.  Regards,Rita D******Rita D******| Senior Customer Care Representative

  • Initial Complaint

    Date:01/09/2023

    Type:Sales and Advertising 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.
    When you do a google search for the Post Standard, my phone # ###-###-#### comes up. My phone rings every Monday with complaints of people not getting their delivery. This is a *****, not Post Standard. It appears to be on the www.********.com, however, I have contacted *********, they will not change it for me as I am not from Post Standard. I have emailed Post Standard several times at different email addresses or managers with no response. Please let me know what I can do to fix this problem.

    Business Response

    Date: 01/12/2023

    To whom it may concern** We are in receipt of*the*complaint filed by*Ms. ***** ******* on January 9, 2023.** The complaint referenced receiving subscription complaints for the Post Standard to her personal phone number which was listed on a third-party website.As requested, we*have removed Ms. *******’s phone number from the ******** website and provided additional information to avoid additional unsolicited calls. We apologize for any inconvenience.  Thank you for bringing this matter to our attention and helping us resolve for Ms. *******. If you have any questions, please feel*free to contact me at ###-###-####.** Sincerely,* Rebecca M******| Senior*Customer Service Representative 

  • Initial Complaint

    Date:11/17/2022

    Type:Delivery 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.
    This complaint is in regards to the Moneysaver paper that is distributed on my road. I have asked in several emails ( including pictures and my address ) for them to please stop littering my property with this publication. I did not ask for it. I do not want it. I feel like going to this length is ridiculous but I don't know what else to do to get them to stop. They have said they would on several occasions yet week after week it still continues. My guess would be that my neighbors also do not want this as the papers are seen all over peoples lawns and driveways for days on end. Shouldn't a person have to ask for something like this rather than just having it thrown on their property?

    Business Response

    Date: 11/28/2022

    November 28, 2022 
    The Post Standard 
    101 N Salina St 
    Syracuse NY 13202 
    Re: **** ********** ID#*********
    To whom it may concern, 
    We are in receipt of the complaint filed by Mr. **** ********** on November 17, 2022. 
    We reached out by phone and connected with Mr. ********** on November 18. 
    The complaint referenced receiving unwanted delivery of the Money Saver sample which is distributed by the Post Standard.
    We have addressed the delivery concerns with our home delivery team and have removed Mr. **********’s address of **** ****** *** ********* ** *****, from our distribution list.  Every effort will be made to ensure not further deliveries are made.
    Thank you for bringing this matter to our attention and helping us to resolve for Mr.  **********.
    If you have any questions, please feel?free to contact me at *************
    Regards, 
    Rebecca M****** | Senior Customer Service Representative  

  • Initial Complaint

    Date:11/13/2022

    Type:Delivery 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 received a special offer from the ******** ********* for a $0.99 per week for 52 weeks on November 8, 2022. On November 8, 2022 I paid with my ********** $51.48. This payment was accepted by the Syracuse Post Standard. For this $0.99 I would receive the Sunday paper delivered and the Thanksgiving day paper delivered and on-line access to all content for 52 weeks. I signed up and paid the $51.48 on my **********. The payment was accepted by the Syracuse Post Standard. Then on Saturday (yesterday) I was denied access to on-line paper. I was told (via email) today that there is no access in my area by the customer service (David). I did call and spoke to a rep on the phone who said that there is service in my area and then she disconnected my call. I have cut/pasted the offer below. Is this some kind of scam that the paper is running. I do still have the email offer from the Post Standard. Offer Selection: Sunday Print Delivery Includes 24/7 Unlimited Digital Access 52 Weeks $51.48 (just $0.99 per week!) Get 52 weeks of The Post-Standard Sunday print delivery plus unlimited digital access. With unlimited digital access, you can manage your account online, and enjoy access to the eNewspaper, eNewsletters and syracuse.com. Total Price:$51.48 Thanks

    Business Response

    Date: 11/22/2022

    November 15, 2022  The Post Standard  *** * ****** **  ******** ** *****  Re: ********** ***** ID#: ******** To whom it may concern,  We are in receipt of the complaint filed by Ms. ********** ***** on November 13, 2022.  We reached out by phone and connected with Ms. ***** on November 15.  The complaint referenced her not being able to manage her subscription on the Post Standard membership center website. We reviewed our records and found Ms. ******* payment was applied to a duplicate account.  We started her Sunday only subscription at the correct address, with the promotional rate offered and transferred her payment. Ms. ******* email address was activated and will be able to manage her subscription once her account is active on 11/20/22. Thank you for bringing this matter to our attention and helping us to resolve for Ms. *****.  If you have any questions, please feel?free to contact me at ***************  Regards,  Rebecca M****** | Senior Customer Service Representative 

    Customer Answer

    Date: 11/22/2022

    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.  This was a misunderstanding on the part of the Syracuse Post Standard customer service.  I do believe that this complaint got their attention otherwise they would not have responded to me.  They were very kind and helpful to respond to this complaint. I am happy with the outcome.  Regards,  ********** ***** 

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair 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.
    this complaint is regarding home delivery for ******* ******* *** ****** ** her account number is ********. i have been complaining about newspaper delivery instructions not being followed.the paper is to be put on the front porch not in the mail box or thrown in the driveway. i have complained since the beginning of 2022. still putting paper where they want put it.

    Business Response

    Date: 11/14/2022

    November 14, 2022 

    The Post Standard 
    101 N Salina St 
    Syracuse NY 13202 

    Re: ***** ******* ID#: ******** 
     To whom it may concern, 
    We are in receipt of the complaint filed by Mr. ***** ******* on behalf of his mother Ms. ******* ******* on November 9, 2022. 
    We reached out by phone and connected with Mr. ******* on November 14. 
    The complaint referenced home delivery issues with his mother’s subscription to the Post Standard.  
    We have addressed the delivery concerns with our home delivery team and every effort will be made to ensure Ms. ******* does not experience any further service issues. We apologized for the inconvenience and as a courtesy, we have applied a five-week credit to her account extending her subscription period to 02/05/23.  
    Thank you for bringing this matter to our attention and helping us to resolve for Ms. *******. 
    If you have any questions, please feel?free to contact me at *************** 
    Regards, 
    Rebecca M****** | Senior Customer Service Representative 


  • Initial Complaint

    Date:10/13/2022

    Type:Delivery 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 have called several times to the Post Standard and Oneida Dispatch papers concerning deliveries of the papers that I have prepaid. Again today I had to call because they again did not deliver (that makes it a full week with no deliveries). This is a chronic problem that they have not or refuse to address. Their customer service people keep promising redelivery or extensions to my subscription, but this does not resolve the problem which is I don't get my papers. What can I do to get them and in a timely manner?

    Business Response

    Date: 10/25/2022

    October 21, 2022 
    The Post Standard 
    101 N. Salina St. 
    Syracuse, NY 13202 

    Re: ******* *****  ID#: ******** 

    To whom it may concern, 

    We are in receipt of the complaint filed by Mr. ******* ***** on October 16, 2022.  We reached out by phone and connected with Mr. ***** on October 17, 2022.   The complaint referenced home delivery issues with his subscription to the Post Standard.  We reviewed Mr. *****’s account and addressed the delivery concerns with our home delivery team. Every effort will be made to ensure Mr. ***** does not experience any further service issues. We apologized for the inconvenience and as a courtesy, we have applied a four-week credit to his account extending his subscription period to 01/15/23.  
    Thank you for bringing this matter to our attention and helping us to resolve with Mr. *****. 
    If you have any questions, please feel?free to contact me at *************?

    Regards,

    Rebecca M****** | Customer Care Representative

  • Initial Complaint

    Date:10/06/2022

    Type:Delivery 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 have called multiple times about not receiving paper delivery. Customer service says they will credit my account. I want my paper delivered as subscribed on Tuesday Thursday and Sunday. Customer service will not connect me with a supervisor or home delivery department. So there is no way to get through to someone that is responsible for home delivery issues. I do not know what the issue is with our delivery and if it is being worked on or ever going to be fixed?

    Business Response

    Date: 10/12/2022

                  October 12, 2022

    The Post Standard
    101 N Salina St
    Syracuse NY  13202

    Re: **** ****** **** ********
    To whom it may concern,

    We are in receipt of the complaint filed by Mrs. **** ****** on October 6, 2022. We reached out by phone and connected with Mrs* ****** on October 11.
    The complaint referenced home delivery issues with her subscription to the Post Standard.
    We reviewed Mrs* ******’s account and addressed the service issues with our home delivery team. We have confirmed service was corrected as of October 11 and every effort will be made to ensure she does not experience any further service issues.
    Thank you for bringing this matter to our attention and helping us to resolve for Mrs* ******.
    If you have any questions, please feel free to contact me at *************    
    Regards,
    Sara P****** | Customer Care Supervisor



  • Initial Complaint

    Date:09/28/2022

    Type:Delivery 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.
    This is the 3rd time I am writing this they just dissapear. Our paper is delivered behind our house thrown on the ground in the water or what ever. In the past it was always placed on our front porch. Which is on Mohawk street. Please deliver to our front porch befor we cancel our subscription.

    Business Response

    Date: 10/02/2022

                  October 2, 2022           

    The Post Standard
    101 N Salina St
    Syracuse NY 13202

    Re: ******* ***** ID#: ********
    To whom it may concern,
    We are in receipt of the complaint filed by Mrs. ******* ***** on September 28, 2022
    We reached out by phone and connected with Mrs. ***** on September 29.
    The complaint referenced home delivery issues with her subscription to the Post Standard.
    We apologized for the inconvenience and have addressed the delivery concerns with our home delivery team. Every effort will be made to ensure Mrs. ***** does not experience any further service issues.
    Thank you for bringing this matter to our attention and helping us to resolve for Mrs. *****.
    If you have any questions, please feel free to contact me at *************  

    Regards,
    Sara P****** | Customer Care Supervisor
    HD confirmed delivery to the porch and double bagged the paper as requested by Mrs. *****.

  • Initial Complaint

    Date:09/27/2022

    Type:Billing 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 called to cancel my subscription on 08/01/22 due to big increase in cost. I am a senior citizen who had been a 50 year plus subscriber. I was told I was speaking to someone in Mexico. They were willing to lower the cost by $2.00:per week. Lowering the cost from $89.00 to $77.00 per 13 weeks. When I questioned the cost only going down $12.00 I was told there were other fees. I asked to speak to a Supervisor but was told one was not available but would call me back. No one did. I called again on 08/02/22 and when I questioned the fact that no one returned my call I was disconnected. I called again on 08/03/22 again asked for lower rates and was told they were only allowed to lower the rate by $1.00. I explained I could not afford the paper any longer and would have to cancel it. I continued to receive the Sunday paper for several weeks I called again to ask why I was still receiving the paper and was told I never canceled. I did cancel on 08/03/22. It was then canceled. I then received a "final notice" bill for $43.13. There is no where I could call to speak to someone in billing. I do not feel I should have received this bill. Someone in Mexico decided not to follow my request. The paper was not canceled until I said I would go to the news media because I felt they were not listening to me. I would very much like to speak to someone in billing about a bill I should not have received. Maybe the corporation who owned the news paper should keep their business in the United States.

    Business Response

    Date: 10/05/2022

                                                                                         October 5, 2022
    The Post Standard
    101 N Salina St
    Syracuse NY 13202

    Re:  ***** ***** **** ********
    To whom it may concern: 

    We are in receipt of the complaint filed by Ms. Ellen ***** on September 27, 2022.  We connected with Ms. ***** on September 30, 2022.  The complaint referenced Ms. *****’s subscription rate of her Post Standard home delivery account. We advised Ms. ***** subscriptions rates vary according to frequency of delivery and term of subscription. We offered Ms. ***** a lower rate and 4 weeks credit if she would consider restarting her subscription however, she declined. Ms. *****’s account has been stopped effective 9/14/22.

    Thank you for bringing the matter to our attention.  If you have any questions, please feel free to contact me at ************.  

    Sincerely, 
    Sara P****** | Customer Care Supervisor


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