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:07/05/2023

  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.

  I saw an increase on my EZ Pay charge from $ 9.99 to $ 14.99 (Electronic issue only) on my Credit Card on June 27, 2023. I was not informed that there was going to be an increase. I was considering cancelling my subscription anyway and as soon as I saw this I logged on to do so. When I tried to cancel my subscription, the Dispatch website said "YOU CANNOT CANCEL YOUR SUBSCRIPTION". I was very upset and looked to see who to contact. I ended up on a "chat" with someone who said they would refund the money and then charge me 6.99 per month for the next 10 months and that I would get an email confirming that. ( I did screen shots of the chat so I do have a record of what I was told.) I did not get an email. The charge is still on my credit card. The website said my new subscription will end on Aug 29, 2023, 2 months , instead of 10 ,and said I STILL OWED $ 12.57. I tried to. cancel again and I could no long get the site to open. It just said in effect "Not available". I called today and it took forever, but I finally got it cancelled. I was still charged for the days since it first showed up. I have been a subscriber of the Dispatch for 36 years, first paper and the electronic. I am appalled at the way they failed to inform me of an increase in the cost, blocking my ability to cancel it, having a website that won't let me bring up "Manage My Account", the difficulty in getting a resolution. I don't know what is happening but right now The Columbus Dispatch is showing BAD BUSINESS PRACTICES". I "think" it is taken care of for now. However, I believe that others should be aware of my struggles and they should be held accountable for poor treatment of customers. Thank you.

  Customer Answer

  Date: 07/09/2023

  In my original complaint I indicated that:       "I called today and it took forever, but I finally got it cancelled.”    
  
  Well, that does not appear to be the case.  
  
  I am still subscribed.  
  
  My subscription has not been cancelled.  
  
  I have not received an adjustment to my bill. 
  
  I was not happy about it but I was OK with paying for the few days that the subscription remained in effect while I was working on trying to cancel it.
  
  NOW I AM NOT OK WITH IT.   
  
  How in the heck are you able to get out of a subscription.  
  
  I do have the name, time, and date of the person who said she was cancelling it.  I can provide that along with copies of my “chat” also saying I could cancel it and yet it still has not been cancelled.
  
  
  Thank you.
  Rhoda Becher
  
  
  
  
  ORIGINAL COMPLAINT.                 Complaint  # 20277374.
  
  I saw an increase on my EZ Pay charge from $ 9.99 to $ 14.99 (Electronic issue only) on my Credit Card on June 27, 2023. I was not informed that there was going to be an increase. I was considering cancelling my subscription anyway and as soon as I saw this I logged on to do so. When I tried to cancel my subscription, the Dispatch website said "YOU CANNOT CANCEL YOUR SUBSCRIPTION". I was very upset and looked to see who to contact. I ended up on a "chat" with someone who said they would refund the money and then charge me 6.99 per month for the next 10 months and that I would get an email confirming that. ( I did screen shots of the chat so I do have a record of what I was told.) I did not get an email. The charge is still on my credit card. The website said my new subscription will end on Aug 29, 2023, 2 months , instead of 10 ,and said I STILL OWED $ 12.57. I tried to. cancel again and I could no long get the site to open. It just said in effect "Not available". I called today and it took forever, but I finally got it cancelled. I was still charged for the days since it first showed up. I have been a subscriber of the Dispatch for 36 years, first paper and the electronic. I am appalled at the way they failed to inform me of an increase in the cost, blocking my ability to cancel it, having a website that won't let me bring up "Manage My Account", the difficulty in getting a resolution. I don't know what is happening but right now The Columbus Dispatch is showing BAD BUSINESS PRACTICES". I "think" it is taken care of for now. However, I believe that others should be aware of my struggles and they should be held accountable for poor treatment of customers. Thank you.

  Business Response

  Date: 07/12/2023

  July 12, 2023
  ***** ******
  **** ********* **
  ******* ** *****
  Daytime Phone: ************
  E-mail: ****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and her eNewspaper subscription to the Columbus Dispatch. All rate increases are scheduled 30 days prior to the increase and a letter is mailed via USPS informing subscribers of the change and options they can take if it is not agreeable. The agent Ms. ****** did make the correct transactions on her account when speaking to her. What Ms. ****** saw displayed online was the current expiration date and the amount of funds that remained in her account. This amount would decrease with each passing day. The rate of $6.99 per month is present on Ms. ******'s account. 
  
  All subscriptions are nonrefundable and stopped on the expiration date. Due to the immediate termination of her subscription, we have processed a refund of $13.36 to the credit card on file. This will reflect on her statement within 7-10 business days. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 07/20/2023

  Complaint: ********
  
  I am rejecting this response because:

  First, I did NOT received a letter saying that the rate would be increasing.  I would have cancelled immediately.  

  Second, NO REFUND has been POSTED to my account.

  Thank you
  
  Regards,
  
  ***** ******

  Business Response

  Date: 08/11/2023

  August 11, 2023
  ***** ******
  **** ********* **
  ******* ** *****
  Daytime Phone: ************
  E-mail: ****************
  
  Complaint #********
  
   Please accept this as confirmation we have received Ms. ******** rejection. We apologize, once the refund began to process it converted to a refund to be processed as a check. We have asked our finance team to void the current refund and reissue it to the address listed in her complaint. This will take up to 45 days to receive through the USPS.
  
  Thank you. 
  
  

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  
  Regards,
  
  ***** ******

  PLEASE NOTE:

  I am hoping that I will in fact get a refund check from them.  If I don't I will contact you again. I still remain appalled at how they are operating. News is critical to our lives and democracy.  This kind of behavior from a new organization if unacceptable. I hope they look closely at their practices and come up with a better way of handling things.      

  Thank you BBB for dealing with my complaint.  I am very grateful.

• Initial Complaint

  Date:06/29/2023

  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 paid a past due amount and told them to cancel. I don’t use the digital service at all. Now I’m getting harassing calls to pay another past due amount.

  Business Response

  Date: 07/10/2023

  July 10, 2023
  ***** *********
  **** ******* **** **
  ************* ** *****
  Daytime Phone: ***** ********
  E-mail: *******************
  
  Complaint #**************
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* and his eNewspaper subscription to the Columbus Dispatch. Our retention specialist spoke to Mr. ********* at 11:19:37 on 6/1/2023 and advised him that they could take the payment, however, he would need to call customer service and cancel his subscription. Our retention specialists have the ability to apply a payment to an account. Mr. ********* failed to complete the cancelation, therefore, giving himself a past due balance. This balance will remain until it is paid. His account has been canceled as of today. The current balance is $10.76. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:06/26/2023

  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 not received a COLUMBUS DISPATCH Newspaper for three weeks in a row. I always call Sunday morning and get a recording that newspaper will be delivered within two hours and that has never happened. My husband enjoys the Sunday paper copy and our subscription is paid for six months in advance. Its very frustrating that no weekend employee is around to resolve this issue. I contacted Gannett Newspaper today, June 26, 2023 and the clerk said she would file a complaint and assured me our paper copy will be delivered this coming Sunday. However, I am not hopeful. Please advice me as what to do.

  Business Response

  Date: 07/05/2023

  July 03, 2023
  ***** *****
  **** **** **** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *******************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ***** 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 her 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 
  

  Customer Answer

  Date: 07/05/2023

  I am rejecting this response because: I was told give them another Sunday to correct the delivery issue for our Sunday paper.

  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/10/2023

  ***** *****
  **** **** **** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. *****'s complaint. Based on her account, there isn't a missed delivery since our last response. Ms. ***** spoke to an agent on 7/3 wanting to switch to digital but the agent reassured her that they could resolve this and she opted to continue with Sunday-only delivery. We continue to escalate her concerns when we are contacted. If Ms. ***** would like to make any changes to her account, she will need to call customer service. It is important if she has a missed delivery to report it anytime after 8:00 am on Sundays using our automated systems. If she calls before 9:30 am we are able to deliver another paper. 
  
  Thank you. 

  Customer Answer

  Date: 07/10/2023

  
  I accept the business's response to resolve this complaint.
  Regards,
  
  Sandy *****

• Initial Complaint

  Date:06/13/2023

  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.

  We pay for the paper every three months. After the third month, we canceled the subscription. But they continued to deliver the paper. I called customer service in India, and asked them why they had continued to deliver the paper, and he said it was because we had not canceled. I said I had canceled, and not to deliver any more papers. He said ok, but I owe $50. I do not owe $50, I canceled the paper.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  ***** *******
  **** **** ** **
  ******* ** *****
  Daytime Phone: ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and his billing concerns. Based on his account, there are no prior cancellation requests made. All subscribers must speak with an agent when they decide to terminate their delivery. We do not accept cancellation requests made through email, chat, online or by sending with a renewal notice. Based on Mr. *******'s account expired on 4/20/23 and was stopped by an agent on 6/12/2023. Mr. or Mrs. ******* also reported a missed delivery on 5/21/23 using our automated systems. The past due balance of $59.32 will remain until paid. The ******* received delivery past their expiration date of 4/20/23 and did not call to cancel until 6/12/2023. 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you. 

  Customer Answer

  Date: 06/29/2023

  Consumer mailed the attached handwritten response to BBB.  We have transcribed the letter below:

  June 29, 23

  Complaint # ********

  I reject the dispatch response.

  #1  One (On)  or about the first of Arpil I called the 800# in the paper to cancel the paper - your are routed to a called (call) center in India.  The person did not cancel the paper

  #2  I call the 800# in the middle of April talked to some woman.  The woman wanted to make me a deal for $90.00 for three months. No deal.

  #3  In May I called again - some man this time.  I was told I owed $49.00 dollars for a month of April.  I told him we paid $99.00 for three months - send out a bill - we never go (got) one

  #4  I called the 800# again I talked to some man, told him to cancel the paper - he told me I owed $69.00 told him I did not.  I have not received a bill yet.

   

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

  The Att General Office is waiting for me to get the bill for their case.  # ********

  Business Response

  Date: 07/24/2023

  July 24, 2003
  ***** *******
  **** **** ** **
  ******* ** *****
  Daytime Phone: ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. *******'s rejection. Our previous reply stands. There are no prior cancelation requests made and the ******* made a missed delivery complaint after when he states he canceled. The past-due balance will remain until it is paid. 
  
  Thank you. 

• Initial Complaint

  Date:06/12/2023

  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.

  The Columbus Dispatch says the paper will be delivered by a set time in the morning. They failed to deliver the paper almost everyday. I get the paper delivered within the delivery once or twice a week. I report the issue on their web site most of the time and ask for a credit to the account. They NEVER credit the account and continue to charge me the full amount every month.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  *** ********
  **** ******** **
  ************* ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******** 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 
  

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because: 

  The company's response indicates that the account was credited as requested on the automated site. This is the second time they have indicated this as a response to a delivery issue for me, and the second time that I have been charge the full amount for the month. The automated credit has never worked to my knowledge.
  
  Regards,
  
  *** ********

  Business Response

  Date: 07/11/2023

  July 10, 2023
  *** ********
  **** ******** **
  ************* ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. *********s rejection. As we previously stated in our last response, "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." Ms. *********s rate remains the same despite missed deliveries. She is free to call customer service and they will gladly go over the details of her account. 
  
  Thank you. 
  
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Dear BBB: This complaint/matter involves a newspaper subscription. I have a 6 month subscription to the Columbus Dispatch, for the Sunday-only newspaper (one newspaper a week, delivered to my house via carrier.) The subscription is fully paid for, by credit card. For the past four sundays, i have not received my sunday newspaper. Repeated calls/complaints to the Columbus Dispatch's customer service number (1.888.884.9026) go unresolved. The customer service representatives state that "they will escalate the matter to a supervisor and promptly resolve the matter" and ensure I receive a newspaper. It has not happened. I have not received a sunday newspaper for the following dates: 30 april 2023, 07 may 2023, , 14 may 2023, and 21 may 2023. . Due to non-delivery, i purchased from a store the sunday newspaper at a cost of $5.00, for a total out-of-pocket cost as of this date of twenty ($20.00) dollars. Please contact the columbus dispatch management and make them aware of this situation. Apparently their is a problem in communication/supervision/management in their delivery department. Please intervene on my behalf and request that management ensure that I receive each sunday a newspape,r as well as reimbursement of the money ($20.00) expenditured. Thank you very much for your assistance in this matter. Please feel free to contact me if you have any questions/concerns to assist in resolving this issue. Sincerely, ******** **** ****************** **** ****** *** ********* ** ***** ************

  Business Response

  Date: 06/12/2023

  June 12, 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.  
  
  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.  Please note, the eNewspaper is available daily online and is included in home delivery subscriptions. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  ******** ****
  **** ****** **
  ********* ** *****
  Daytime Phone: ************
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ****'s rejection. Customer Service does not receive reasons as to why a paper is not delivered for reasons we have stated multiple times. We are sorry we were unable to resolve her concerns. Ms. **** stopped her account today, 7/7/23. 
  
  Thank you. 

  Customer Answer

  Date: 07/11/2023

  Complaint* ********
  
  I am rejecting this response because: 
  BBB:  Per corporation's (Dispatch/Gannett) last response, the corporation apparently refuses and declines to reimburse me for newspapers never received (please see my previous response, attached.)  Gannett/Dispatch has the worst customer service, managers, and employees I have ever experienced:   all refuse to take ownership and accountability of a service issue, blaming one department for the mistakes of another department.  Rather than focusing on addressing the problem, and correcting the problem by taking corrective action with its employees, Gannett/Dispatch prefers to deflect blame to anyone but themselves, including its subscribers, their paying customers.  The fact that I had to contact the BBB to receive any response from management  speaks volumes.  The original complaint stands, and it stands on its own merits.

  Regards,
  
  ******** ****

  Business Response

  Date: 07/24/2023

  July 24, 2023
  ******** ****
  **** ****** **
  ********* ** *****
  Daytime Phone* ************
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ****'s rejection. Based on her account she has since canceled her delivery. All of our home delivery subscriptions include access to our online features such as the eNewspaper which is the exact replica of the printed version. Ms. **** chose to purchase her papers at a single-copy location and will not be refunded. Over the course of 2023, Ms. **** received additional credits totaling $41.00; these credits are in addition to any missed delivery credits. 
  
  We have not made any changes to Ms. ****'s account. We apologize we could not resolve her concerns. 

  Customer Answer

  Date: 07/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20099568
  
  I am rejecting this response because: 

  Nothing in the original complaint has changed.  For clarification purposes, please allow me to correct some inaccuracies of Gannett's latest response:

  "Based on her account she has since canceled her delivery."  This statement is incorrect;  my PAID subscription to the Dispatch ended on Sunday, 25 June 2023.   I chose not to renew it. Cancellation and non-renewal are two different meanings.  

  "Over the course of 2023, Ms. **** received additional credits totaling $41.00; these credits are in addition to any missed delivery credits."   

  There were MANY occurrnces earlier in 2023 when the newspaper did not arrive, was reported damaged  (paper wet due to the carrier not taking the extra time to insert  the paper in a plastic sleeve and therefore exposed to the elements such as snow or rain), and/or missing sections due to the carrier's inattention.   These occurances were duly reported.  When multiple repeated service issues became intolerable and no corrective action was being taken by ineffective management, and met by total indifference and noncompliance, that is when i contacted the BBB for assistance.  

  My only regret in this matter is the BBB had to expend their time, effort, and (human) resources on a simple matter that should have been easily resolved.  Poor management and poor leadership equals poor results.  Complaint stands.

  Regards,
  

  Rosemary ****

• Initial Complaint

  Date:05/01/2023

  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 been taking the Dispatch for nearly 50 years just at this address. In the last year or two the service has become the worst it's ever been. I have to call almost weekly to complain about not getting my paper. Half the time you can't talk to a person, and when you do, nothing every happens to resolve the issue. Keep being told they will escalate to distribution manager but issue still exist. Have called dozens of times and issue is no better. The past week or two someone else must be delivering paper because I had been getting it, but it's been late most days. Paper is suppose to be here by 8:00 a.m., but arrives after noon part of the time. No paper delivered at all again today (5/1/23). Weather had called for rain for days, so yesterday's paper was delivered in a single, untied bag, and was too wet to read. Took entire day to dry paper out. Route is shared by 3 people. If they can't do the job, get someone else that can. Dispatch never misses sending a bill but no where can you see a credit for undelivered papers. Bill does not even contain information to show what dates that bill is for. Dispatch tries to add a $9 fee for paying by check. What a joke. Way to discriminate against the elderly that don't do online bills. Tired of calling weekly and getting no results or resolutions. Based upon the lack of service, missing papers, no sign of credit for undelivered papers, the stress, and total frustration, the Dispatch needs to reimburse months of deliveries or extend my service for months without cost to me. When someone calls to file a complaint someone should be available to take it, and more importantly, something should be done to fix the issue. I expect my paper delivered daily, on time, without issues and excuses, and when it's not, something needs to be done to make it right and compensate me for what I didn't get but have paid for. And if someone at the Dispatch can't do their job, then get someone that can. The Dispatch has become a disgrace!

  Business Response

  Date: 05/03/2023

  May 3, 2023
  **** ******
  **** ***** ******* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************
  
  Complaint *********

  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** 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. ******** 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.  
  
  Ms. ****** can avoid the $9.00 paper invoice fee by signing up for eBilling; she would receive the same renewal notice via email. She would then print it and mail with her preferred payment method. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 

  
  

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because: 

  This response is nothing more then a generic excuse.  Customer service is non-existent.  Just because you say you extend the delivery period a day for each paper reported as not delivered means nothing.  Your statements don't reflect this.  Your billing statements don't even indicate what dates you are billing for.  

  If a senior citizen doesn't use online bill pay, then what makes you think they could use eBill, print, and mail that printout back with the bill.  I'm 84 years old.  I don't do online bills, payments, etc. of any kind.  You are discriminating against senior citizens and anyone that doesn't chose to use the electronic world to do business.

  I've reported dozens, and I mean dozens of issues with my delivery service.  Absolutely nothing has been done about it.  You have issues with your carriers, with your handling of complaints to where nothing is done, and a billing system that can't even account for the dates I'm paying for.  So forgive me if I don't believe that you have dealt with these issues going forward.

  Your reply is totally unacceptable and I will not sign off on closing this complaint until you do something to make things better and right.

  Regards,
  
  **** ******

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  **** ******
  **** ***** ******* **
  ********* ** *****
  Daytime Phone: (740) 881-4403
  E-mail: ***************
  
  Complaint *********
  
  Please accept this as confirmation we have received Ms. ******** rejection. Based on her account the last missed delivery complaint she lodged against her carrier was on 5/4/2023. If she is still having delivery issues it is imperative, she reports missed deliveries as they happen. We have let her carrier and their manager know of her concerns.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

  Customer Answer

  Date: 05/31/2023

  
  I am rejecting this response because: 

  When the paper did finally start arriving daily it was coming at all hours, 9 am, 10am, even 1 pm.  

  The service did seem to improve about the last 3 weeks of May.  But this issue was reported over and over, and went on for more then a year, and the Dispatch did absolutely nothing.  It wasn't until I filed a complaint with the BBB that anything was done to make things better.

  The Dispatch has taken no responsibility for any issues, there wasn't even an apology for the continuous poor service or lack of the Dispatch fixing the issue.

  And there is still the issue that the Dispatch bills for the paper and nowhere on the bill is there any information as to what dates a customer is paying for.  And there is nothing on the bill showing that service was extended 'x' number of days for lack of delivery, issues with soaked papers, and so forth.

  The Dispatch has issues, and they think fixing one issue after over a year of complaints makes everything right.  Sorry, but the Dispatch is very much mistaken.

  When the Dispatch wishes to apologize, fix all the issues, and do some sort of adjustment for all the missed and soaked papers, then I'll consider closing this issue.  

  
  Regards,
  
  **** ******

  Business Response

  Date: 06/26/2023

  June 26, 2023
  **** ******
  **** ***** ******* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail* ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******** rejection. We are sorry to hear of her experiences. When a subscriber chooses a credit when a missed delivery occurs, their expiration date is extended by one day. Our renewal notices state 'up to' a number of weeks for this reason; any time a credit or debit is applied to an account it will extend or shorten the expiration date. The only time customer service is made aware a route is having issues is when it is the entire route; we are not given information as to why a subscriber may be missed for any specific reason. Ms. ****** received credit for each reported missed delivery; an additional adjustment will not be made. The delivery team is aware of her concerns and we are working diligently to correct her ongoing delivery issues. 
  
  Thank you. 
  
  

  Business Response

  Date: 07/10/2023

  July 10, 2023
  **** ******
  **** ***** ******* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******** rejection. As we have stated on numerous occasions that when a credit is applied to the account it extends the expiration date. It must be chosen when using the automated system as a 'credit'. The renewal notices are not templated to display this information because it changes from day to day; our renewal notice format is universal throughout all of our publications. Ms. Wooten is free to call customer service and go over her Dispatch account. Please note, missed deliveries that have not been reported as they happened will not be credited. The last complaint lodged on her account was on 6/9/23. 
  
  Her concerns have been escalated many times requesting a resolution. We believe 30 days of delivery without a missed paper constitutes this complaint being resolved. 
  
  Thank you. 

  Customer Answer

  Date: 07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  

  As has happened with every response from the Dispatch, their answer is generic, almost like a standard, pre-written reply or rejection letter.  The Dispatch has taken no responsibility for the months and months of poor service, with complaint after complaint being made to them.  It wasn't until they were reported to the BBB that any action was taken by the Dispatch.  And not once did the Dispatch even apologize for all the issues, lack of service, lack of resolution, nothing.

  Maybe I should contact Channel 6 and ask them to look into the business practice of the Dispatch.  Especially billing customers with not information whatsoever of what dates the customer is actually paying for.  And how there is no way to know if service was extended or not for lack of delivery.  The Dispatch can claim they do this and they do that, but there is absolutely no proof or way to verify any of it by the customer based on the billing information.

  Maybe our Congressman would have some thoughts on these business practices as well.

  Regardless of the Dispatch and their fixed replies, I will not accept or close this complaint.

  This complaint will have to remain on the BBB system and show as unresolved.

  Regards,
  
  **** ******

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal subscriber to the Columbus Dispatch for over 20 years but have just recently canceled my subscription due to the declining quality of the product. However, a representative of the Dispatch perpetrated a fraud and misrepresentation upon me in this process. About 1 month ago, I called the Dispatch’s subscription cancellation department (888-884-9026) to cancel my account. I talked with a gentleman who offered me a significantly discounted rate if I would stay with the Dispatch given my long-term tenure. I reluctantly agreed to do so. Fast forward one month later and I was still being charged the original rate. When I called the same subscription cancellation department the new person I talked with (i.e., Santiago) stated that there was no record of my revised rate and that the rate I was promised 1 month ago could not be provided. Needless to say, I was astounded by this comment. At that point, Santiago tried to sell me a different discounted rate which I refused. I then asked for a refund of my prior month’s billing and to cancel my subscription immediately. Santiago stated he could not refund my prior payment. Also, he could not send me a confirmation email that my subscription was cancelled. Instead, I would have to call back the same telephone number in 24-48 hours and confirm this with a different representative. Also, I was told that I could check online - the same online portal which failed to update my prior new “misrepresented” subscription rate. Furthermore, when I asked if I could talk to anyone else at the Dispatch about my issue/complaint, I was told that my conversation was limited to Santiago and that he would relay my concerns. What I find amazing in all this is the misrepresentations and fraud perpetrated on the public from a supposed unbiased/ethical news outlet. Perhaps, the next Columbus Dispatch exposé should be on their own shoddy and disreputable practices.

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  ****** *********
  **** ******** ***
  ******* ** *****
  Daytime Phone: ***** ********
  E-mail: *********************
  
  Complaint #20003413
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* and his refund concerns. We apologize for any frustration this may have caused. On 3/23/23, Mr. ********* spoke to an agent that offered him an eNewspaper subscription at a lower cost than his home delivery rate. Unfortunately, the changes were not made causing the charge of $36.83. All publications are nonrefundable, however, if criteria is met, an exception can be made. After reviewing Mr. *********** account, we have determined he is eligible for a refund. He will receive two refunds totaling $36.83. We ask that he allow 7-10 business days for these transactions to show within his statement.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 05/12/2023

  
  I accept the business's response to resolve this complaint. While I will accept the refund provided, I still am dismayed by the shoddy service and disreputable practices of this newspaper.  It’s unfortunate to see the ongoing decline of a once reputable publication.

  Regards,
  
  ****** *********

• Initial Complaint

  Date:04/30/2023

  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 a subscription to the Columbus Dispatch for Thursday Friday and Sunday. For the past 4 months we get missed deliveries at least one day a week the paper is not delivered. This week we did not receive any papers. We call them nothing changes . I am not sure why the service has go down so low. I have had had the subscription for 30 years.

  Business Response

  Date: 05/03/2023

  May 3, 2023
  ****** *****
  ** * ********* ***
  ************ ** *****
  Daytime Phone: *********
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ***** and the delivery of his 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. *****’s 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:04/23/2023

  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.

  Not receiving product when auto payment has been received, ongoing for years!! Trying to give them the benefit!!

  Business Response

  Date: 05/02/2023

  May 2, 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 his 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. *********’s 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