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:11/13/2023

  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.

  In August 2023 I signed up for the Columbus Dispatch’s on-line offer of $1 for 6 month trial. In September, having been confused about whether my sign up had been accepted I signed up again for what I thought was the same offer. Both the $1/6 charge and the new charge appeared on my AmEx. But the second charge was for $15.63 made on 10/2/23. As soon as I noticed the charge, I called the Dispatch and ask for a credit acknowledging my mistake. They said it would take 7-10 days for the credit to appear. It didn't and I called again. They said it would be reversed. It wasn't. I called last week and, again was told it wold take 7-10 days. It wasn’t credited. I called again today, 11/13/23, and they told me they could no longer credit my account because I waited too long to correct the error. Every contact with the Dispatch call center gave me feeling they either wouldn't correct it or didn't know how to correct. I found out today they couldn't, wouldn't and really didn't care. I rate this a surprisingly disappointing outcome for one of Ohio's leading newspapers. In the 50+ years I've been using the AmEx card, I've never had a merchant refuse a request to reverse a transaction for any reason.

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  **** ******
  
  ** ** *****
  Daytime Phone: ************
  E-mail: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **** *****n and his eNewspaper subscription to the Columbus Dispatch. Per Mr. ******'s request for account #********* which was stopped on his paid-through date of 10/30/23; billing and access will cease on this date. 
  
  While researching for Mr. ******'s account we located another account using his email ***********com under the name Steven Edward. It is an active account #*********. It is also a $1.00 for 6 months followed by $19.99 per month.  These offers are for new customers only as noted on the website.
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term. On account#********* we will refund last payment of $15.63 back to his American Express card ending in ***** 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Business Response

  Date: 08/13/2024

  August 12, 2024
  
  **** ******
  *** ***** ***
  ***** ****** *** *****
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his eNewspaper subscription to the  Columbus Dispatch. We contacted Mr. ****** and added his mailing address to the account. We explained that the credit card was removed from his account when canceled and therefore the refund would be completed by check. We are reissuing the refund and will mail it via USPS. Mr. ****** has my direct number to contact me should he have any further issues. 
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 09/06/2024

  ***, on 8/13 Gannett called to inform me that they would be sending a check for $20.85.  They said it would take some time to actually receive it estimated to be ˜ 10-21 days.

  As of today, It’s not arrived.  The person who called me wa ******* and she gave me her phone# as *************  I called that today at ˜ 1:30 ET and discovered it was the general number for customer service AND that I called after business hours and should call back during normal hours.  But,of course, the auto attendant did not offer up those hours.

  I’ll try again next week and let you know where this stands.  thanks . . . **** ******

  Customer Answer

  Date: 10/02/2024

  ****** the complaint has been satisfied.  I’ve received a check refunding the the disputed charge.

  Thank you for your help.  I apologize for not getting back to you sooner.

  Thanks for all your time and support . . . **** ******

• Initial Complaint

  Date:11/09/2023

  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 subscribe to the Columbus Dispatch for 6 day a week home delivery. In the past 2 years the paper is usually never delivered on time, if at all. I just lately...as of 06/16/2023 started keeping a record of missed deliveries. I have spoken/ chatted with the Dispatch about this issue repeatedly. I call their automated line and file complaints for non delivery, so they have records of the frequency of this problem. I am always promised the issue will be corrected. It never is. Since 06/16/2023 the paper has been delivered on time a total of 26 days. I have also been told my subscription will be extended to cover lost days. It never has been. The Dispatch contracted with me to deliver a paper 6 days a week. It has not honored that contract. First and foremost I want to see this corrected. Second, I want an accounting from the Dispatch reflecting extension of my subscription for papers not delivered on the day they were supposed to be delivered, or not delivered at all. I have not found a way to contact a human being at the Dispatch. So I hope the BBB can help resolve this issue of non performance by the Columbus Dispatch.

  Business Response

  Date: 11/10/2023

  November 10, 2023
  
  ******* ******
  **** *** *** **
  ********** ** *****
  Daytime Phone: ***** ********
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******* ****** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent.  Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online. In this case, Mr. ****** chose the option to have the paper redelivered the next day since we do not have redelivery on the same day any longer. When that option is chosen, instead of missed credit, there is no credit issued as it is intended to be redelivered. When calling in a complaint for a missed delivery, that option has to be chosen for immediate credit. Since we are not sure how many copies were late and how many were not delivered (or redelivered) to determine the correct amount of credit that should be issued, we will credit Mr. *******s account for each of the complaints on the system at this time. The payment made on Mr. *******s account on 6/15/2023 was paying his subscription from 5/11/2023 until 5/16/2024. With the extension of credit, his new expiration date will be 7/3/2024.
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. It is not our policy to issue credit for a late or delayed delivery since the product is still being delivered. This affects the entire route when this is the case. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  We notified the carrier and their manager of the concerns and have asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  
  

  Customer Answer

  Date: 11/14/2023

  I am rejecting this response because:

  Thank you BBB for getting this process started. And thank you Columbus Dispatch for your timely reply to my complaint. I have a few things to say regarding your response.

  This delivery issue has been ongoing for years now. It seems that it arose when the Dispatch was bought by Gannett. These automated complaints I have been registering are a result of years of frustration. I have been a seven day a week customer of the Dispatch since I moved to Columbus in the 80s. Then to six days a week after the Dispatch was sold to Gannett. I have been a rural customer for 30 years. No rural delivery issues until the sale. And it wasn't until the last couple of years that I began registering complaints. The subscription price climbs steadily each year, and the service seems to worsen with each year. But I digress........

  I know for a fact that, when my paper is not delivered, I can go one mile down the road and see that deliveries were made in that area. So a missed delivery to my address is NOT an entire route issue as you maintain in your reply. Simply put, the delivery person chooses a point on the route where he or she no longer is willing to make further deliveries.

  On the subject of crediting my account for late or missed papers, the Dispatch well understands the following concept......... News is a perishable product. Period. your reporters and printers have deadlines for that reason. When I get a delivery of 4 papers in one day, three of them are old news and past the "use by" date. It is not acceptable to me for you to maintain that, since you delivered a 4 day old paper, it counts as "product delivered". Further, as you say in your reply, "since we are not sure how many copies were late and how many were not delivered ( or redelivered ) to determine the correct amount of credit that should be issued....." The simple way to determine credit due is to credit missed deliveries. When papers are not delivered in a timely manner, they are no longer news. They are history. I DO report missed deliveries as they happen. The reason I report them the next day is to give the delivery person the benefit of a doubt that the paper may have been delivered at 10:00 P.M. and still technically on the same day it was printed.

  The basis of a home delivery agreement is easy. I pay the bill. You deliver a paper 6 days a week, excepting non-issue days. Anything less than that is not fulfilling the agreement, and should result in a credit. And a written statement should be issued to reflect those credits. I will be glad to provide my email address so these credits can be sent making me aware they were in fact done.

   Regards,

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

  Business Response

  Date: 01/02/2024

  January 2, 2024
  
  We are responding to the rejection of this complaint. We had previously issued credit for all of the complaints that were reported to us since June 2023. If there are no complaints documented, credit is generally not issued except for those on record. In this case, upper management has approved 1 additional month of credit to be issued to Mr. ***** for $70.20 (1 month) as a courtesy. In the future, all missed deliveries have to be reported to have credit issued so that there is proper documentation of the delivery issues that he is having and the frequency with which they occur. The account has been issued the additional credit at this time.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 01/03/2024

  I am rejecting this response because: Thanks Columbus Dispatch for your attention and reply. I am wondering what is the best way to report missed deliveries to get them on record. Last November I spoke to Chris ?. I assume he is a regional delivery person. He asked me to call him when there was a missed delivery, and I have done this instead of using the automated Dispatch line. He has always gotten the deliveries taken care of the following day. However, since talking to Chris, and contacting the BBB regarding delivery issues, my paper delivery schedule has fallen into a 3 day a week pattern, with 2 papers being delivered upon delivery. I have quit calling the automated number, and quit calling Chris, as this seems to be the best the Dispatch can do in my case. Should I be expected to accept this as normal and acceptable? Should I resume calling either Chris or the automated line with every missed delivery? I still maintain that a missed delivery day is just that. Aged news is history, and does not count as "product delivered" in my book. Thank you for the "courtesy" credit. But how should I proceed, given that the delivery schedule normally results in 3 missed deliveries per week?
  
  

  Business Response

  Date: 01/04/2024

  January 4, 2024
  
  We are responding to the latest correspondence from Mr. ****** All complaints must go through customer service so that they can be properly recorded. This way, more than one person has access to the history and can see the problems and the length of time that it has been occurring at higher levels. We understand that this is very frustrating and we will do everything we can to get this issue resolved quickly. We have already contacted upper-level management with the new information that it is still ongoing after our last contact with them. We will be reaching out to Mr. ****** so that he will have a secondary contact with any further issues.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:11/09/2023

  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.

  Repeated non-deliveey of paper. No effort to get past undelivered papers. Repeatedly told they will rectify the situation but to date no missing papers have been delivered

  Business Response

  Date: 11/09/2023

  November 9, 2023
  
  ***** *******
  *** **** **** *****
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ******i and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online. 
  
  Mr. Brauchi's account has been documented and credited accurately based on the choice made using the automated systems. We have notified the District Manager and their staff of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  

• Initial Complaint

  Date:10/29/2023

  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 not been receiving my daily dispatch. I have contacted customer service and still are not receiving them. I have called and complained about the delivery issue many times over the past year and still it is not resolved! I cancelled my daily subscription and just kept the Sunday delivery and they still can't deliver that! Representatives keep telling me that they will send the complaint to the upper management but still no results! You think they could get it together for a "one day" delivery!

  Business Response

  Date: 11/02/2023

  November 2, 2023
   
  **** *******
  ***** ***** **
  ***** ******* ** *****
  Daytime Phone: ***** ********
  E-mail: **********************
   
  Complaint #20797029
   
  Please accept this as confirmation we have received a complaint from your offices regarding **** ******* and the delivery of the paper. We apologize for any frustration this may have caused. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. We have reached out to the District Manager and their management team to have this issue addressed. They have already responded that it will be addressed immediately by management with this carrier. We truly apologize that this has not been corrected already.
   
   
  Mr. ********* account has been documented and credited accurately based on the complaints added to the account by either a call to a customer service agent or through the automated system,
   
  We appreciate the opportunity to address these concerns.
   
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  Date:10/25/2023

  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.

  Since the last week of November 2022 I have called every week about the same problem sometimes as many as 4 times in a week! I use a cane to get around, painfully. I simply ask for my paper to be on my front porch, as I no longer am able to get up and down my porch steps. It ends up on the steps where I cannot reach it or my flower beds, under the pine tree, down by the retaining wall, on the sidewalk, in the grass or even on my porch roof. This is Wednesday and for the second time this week I have called. We are coming up on a year soon and I think someone needs to start doing their job! Trust me, if I weren't in so much pain this would not be an issue, and I don't know why it suddenly became one. Up until Thanksgiving 2022 it was almost always on the porch. When I call they assure me that the carrier is being notified and even the district manager ( if that person exists). I have been told the district manager would call me. Never have gotten a phone call from anyone! All I want is my paper on my porch.

  Business Response

  Date: 11/01/2023

  Please accept this as confirmation we have received a complaint from your offices regarding **** ***** and the delivery of the paper. We apologize for any frustration this may have caused. Earlier this year, we went to a driveway-only delivery policy. Our carriers are independent contractors and are only required to deliver the papers to the driveway or paper box. This change was necessary to cut back on the time that it takes the carriers to deliver their routes by our delivery deadlines. Unfortunately, special accommodations and requests hinder us from delivering the paper to all of our customers in a timely manner.  Although we would like to be able to accommodate all of our customer's requests, it is just not possible to ensure all customers get their delivery on time. We truly apologize for any inconvenience this has caused.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer Answer

  Date: 11/06/2023

  
  I am rejecting this response because: This issue went on for 11 months with no response to my weekly calls, many times multiple calls a week!  Just before the company's response I was told they stopped delivering to the porch in February.  That person asked if I got a letter telling me that, which I did not or I would not have wasted ALL my time on ALL those calls. Many times I was told they would have someone call me about my problem,  but of course no one did!  No on had the common curtesy to call me or even email me to inform me that it was no longer required to be delivered to my porch! If in fact it was February, why did it start at the end of November? Does this mean I have to pay someone to install a driveway going nowhere so they have some place to toss the paper? Since I feel you are very dense, that was sarcasm! Your communication skills leave much to be desired!

  
  Regards,
  

  
  **** *****

  Business Response

  Date: 11/08/2023

  
  As previously noted in our response, we no longer have porch delivery and have not had it for quite some time. There were notifications sent regarding this change so we are not sure why Ms. ***** did not receive hers. We got calls from other customers after receiving their letters. The customer's last payment that was made to her account on 4/14/2023 covered the delivery dates from 4/28/2023 until 7/2/2023. Each and every time Ms. ***** called in to make a complaint about the location where the paper was placed, she was issued a credit or in some instances, several days of credit by customer service against our policy. As a result of this, her account was extended from 7/2/2023 until 11/15/2023. She has received four and a half months of credit for the inconvenience. The product was delivered to the customer, just not in the desired location. If there is no driveway or paper box available, then it would be up to the carrier's discretion as to the most convenient placement location.
  
  Again, we apologize for the inconvenience.
  
  Subscription Management Specialist Team Lead
  GANNETT
  

• Initial Complaint

  Date:09/25/2023

  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.

  About 9 mons. ago my Mother started having delivery problems. I tried to get in touch with the Columbus Dispatch & got a robo answer. I filed a complaint each & every day. I finally got a hold of someone. they suggested getting our newspaper in the USPS. But we wouldn't receive them for up to a week later. Then our paper just stopped coming. We called and they said the bill was paid up until November. They had changed back to home delivery. But we only received 2 different Monday deliveries. Deliveries are spotty. I called & talked to a lady named CJ she promised the problem would be taken care of. It was not. I called back & talked to Joe he said he would pass this up to the upper management. Still have received no papers.Our bill is paid has been paid up until November but we haven;t gotten a paper forever. I want our subscription extended out the proper amount of time that we have not regularly received our newspaper & want the paper resumed & regularly delivered to our home address immediately. My Mother is 84 yrs old & looks forward to her morning Dispatch to ready with breakfast this is not asking too much.

  Business Response

  Date: 09/26/2023

  September 26, 2023
  
  ***** *******
  **** ****** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ******* and the delivery of the paper. We apologize for any frustration this may have caused. I have reviewed the account and can see that upon the most recent start, there have been numerous complaints called in for no delivery. I have addressed this with the District Managers and their team. Prior to the new start of 9/6/2023, the account had 12 days of delivery complaints made in December 2022 of which 30 days of credit was issued extending the subscription from the paid date of 5/26/2023 to 6/25/2023. The account was stopped on 8/27/2023 for nonpayment with no visible complaints called in between 12/20/2022 and the stop date of 8/27/2023. At this time, since the restart on 9/6/2023, there have been 8 complaints called in and 15 days of credit issued.
  
  Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  ***** *******'s account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  Date:09/21/2023

  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.

  In Oct, 2022, I signed up through a promotion to receive the Columbus Dispatch , Sunday delivery only. A short time later, I received an email stating that delivery option was not available in my area. In December 2022, I noticed on my credit card statement that the Columbus Dispatch, for three (3) months, $10.00 had been charged to my account totaling $30.00. I have called them on Dec. 29, 2022, and was promised a refund. I called again on March 13, 2023; May 8, 2023; June 22, 2023; each time was promised a refund. On August 1, 2023, I called again and was told this has been submitted but would probably not see a refund. I realize this is not a huge amount of money, but it was money taken from me without the service (newspaper)

  Business Response

  Date: 09/25/2023

  September 25, 2023
  
  ****** *****
  ***** ***** ****** ** **
  *** ************* ** *****
  Daytime Phone: ***********
  E-mail: *****************
  
  Complaint #20636415
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ***** and the delivery of the paper. We apologize for any frustration this may have caused. We have reviewed the information provided on Ms. *****'s account.  
  
  We have processed a refund in the amount of $30.00 back to Ms. *****'s credit card ending in ****. Once processed it will take 7-10 business days to post to the account. Ms. *****'s account has been documented and credited accurately. 
  
  We appreciate the opportunity to address these concerns.
  
  
  
  Thank you,
  Subscription Management Specialist Team Lead
  
  
  
  

• Initial Complaint

  Date:08/08/2023

  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.

  PAID FOR THE DAILY NEWSPAPER DELIVERY. ROUTINELY DO NOT RECEIVE THE PAPER. CALL AND ADVISE WITH THE PROMISE OF RECEIVING THE PAPER THE NEXT DAY. NO SUCH LUCK. HAVE NOT RECEIVED THE SUNDAY, MONDAY AND TUESDAY'S PAPER THIS WEEK. PROBABLY WON'T RECEIVE WEDNESDAY'S AS WELL. POOR CUSTOMER SERVICE (NO CUSTOMER SERVICE). I WANT WHAT WE AGREED TO - EACH DAY A NEWSPAPER DELIVERED. I BLAME THE DELIVERY DRIVER AND MORE SO THEIR DIRECT SUPERVISOR.

  Business Response

  Date: 08/10/2023

  August 11, 2023
  **** *****
  **** ****** **
  ******* ** *****
  Daytime Phone: ***** ********
  E-mail: ***********************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ***** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  Mr. ******* account has been documented and credited accurately based on the choice he made using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:08/07/2023

  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 subscribed to the Dispatch on line and to receive a Sunday paper as well. At first the Sunday paper was being delivered but for some reason the paper stop being delivered. Have not seen one for the past four weeks. I have subscribed three times before with the same problem, no delivery. I want to keep the on line e paper but cancel the Sunday delivery. Thank You.

  Business Response

  Date: 08/10/2023

  August 9, 2023
  ****** ********
  **** ***** **** **
  ********** ** *****
  Daytime Phone: ***** ********
  E-mail: ******************
  
  Complaint *********
  
   Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******** and his account. We are sorry to hear he did not receive a Sunday paper. Mr. ******** could have changed his delivery to the eNewspaper only by calling the customer service number he dialed to report the missed delivery. We have made the requested change as of 8/13/23. Mr. ********** new rate will be $14.99; this is the standard rate for all active subscribers and is not eligible for other posted offers. 
  
  Thank you. 

• Initial Complaint

  Date:07/25/2023

  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.

  Have not received a daily newspaper since July 17. Have tried every day to reach a person at the Dispatch and every number called gets the same automated recording. My neighbor has received her paper every day and out gates are dude by side. Makes no sense. I did have an “ on line” ( supposedly) yesterday with some reporting their name as John and was assured the problem would be reported and corrected. I have never had a call. I hate to cancel as I do like to read the news. However, if this is not corrected , I will be forced to

  Business Response

  Date: 08/07/2023

  August 7, 2023
  *** *****
  **** ********* *** *
  ********* ** *****
  Daytime Phone: ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms.  Davis and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Ms. ******s account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist