Complaints

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:06/28/2023

  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 been paying for the paper for years. Since January 2023 we have not received the delivered paper for Tuesday, Thursday and Sunday even thought we have paid for it. I have called the Syracuse paper numerous times, at least 7 times to report not getting the paper. Each time I called I was told they would only grant credit for 14 days, even though it had been months. I called and asked them to stop delivery of the week day paper because we still were not getting the delivery, yet we were paying for it. I then asked them to cancel the weekday papers and subscribe to the Sunday paper only. I was told we had credit until July. A bill for the paper, 179.88 was just charged in June to our credit card even though we had credit through next month. We did not receive the Sunday paper for June 11 and 25. I tried calling the paper and was put on hold without an answer.

  Business Response

  Date: 07/13/2023

  We reviewed Mrs. ****-*****’s account and have addressed the
  service issues with our home delivery team. Every effort will be made to ensure
  Mrs. ****-***** does not experience any further service issues. As a courtesy,
  we have applied a four-week credit to her account, extending her subscription
  period to 10/01/23. 

  Customer Answer

  Date: 07/13/2023

  We first began having trouble with our mail delivery in January, 2023.  I have called the paper a number of times due to non-delivery, at least 7 or 8. All they did was kept saying they would give us 14 days credit; this continued for months, each time with no or sporadic delivery, and each time only granting 14 days credit. This was even though we had not been given the paper, only sporadically, for months. Because we had already paid for the Tuesday, Thursday and Sunday paper, yet we were not receiving these, I cancelled the weekday paper.  After this they said we had paid up until August. They then billed our credit card company for $179.00.  I want a full refund of the payment made to the newspaper on June 19.  I do not wish to have the paper delivered anymore. However I will accept this up until the August credit, as negotiated earlier.    

  Business Response

  Date: 07/26/2023

  As requested in her correspondence, her account will be cancelled on
  her account expiration date of 08/27/23. A refund of $179.88  will also be processed to the credit card on
  file. 

  Business Response

  Date: 07/26/2023

  As requested in her correspondence, her account will be cancelled on
  her account expiration date of 08/27/23. A refund of $179.88  will also be processed to the credit card on
  file.

  Customer Answer

  Date: 07/26/2023

  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:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday paper thrown on the ground and this is not the first time it has happened.

  Business Response

  Date: 06/29/2023

  The complaint referenced home
  delivery issues with her subscription to the Post Standard.
  We reviewed Mrs. *******’s account and addressed the paper
  placement issues with our home delivery team. We have confirmed her newspaper
  is being delivered to the paper tube as requested as of June 28. 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. *******.

• Initial Complaint

  Date:03/03/2023

  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.

  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:

  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 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:

  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.

  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:

  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.

  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:

  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 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:

  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.

  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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 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