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:04/06/2023

  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.

  They have not delivered the paper the last three days. They have missed delivering the paper 30 or more times in the past year. I report the missed delivery and they credit my account. The cost of the monthly subscription is never reduced. It is over $90 a month. I don't know how to redeem the credits. The cost of an electronic subscription is much lower the home delivery.

  Business Response

  Date: 04/06/2023

  April 6, 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 
  

  Customer Answer

  Date: 04/06/2023

  [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: I don't know how to redeem the credits.  Do I cancel my subscription and receive the paper until my credits run Out?  I think the policy of not reducing the coat of the subscription for missed delivery is poor customer service if not a scam.
  
  Regards,
  
  ******** **********

  Business Response

  Date: 04/19/2023

  April 19, 2023
  ******** **********
  **** ******** **
  ********* ** *****
  Daytime Phone: (**** ********
  E-mail: ******************
  
  Complaint *********
  
  Please accept this as confirmation we have received Mr. **********’s rejection. Credits are not redeemable; each missed delivery is the day’s cost or rate, and it adds one day to the paid through date. We apologize for any confusion.
  
  If cancelation is requested, it is scheduled for the expiration date of the subscription.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because: I think it is unreasonable to have cancel a the subscription to receive the credits.  If this is the only solution I will cancel my subscription.
  
  Regards,
  
  ******** **********

• Initial Complaint

  Date:03/27/2023

  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.

  since they moved to Indiana keep having delivery problem.  They say they give us credit but we want paper as what we pay for.  Tired of calling in & hearing the saem old line.  Feel sorry for people to have to take our calls!

  Business Response

  Date: 04/05/2023

  April 5, 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. William’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 
  

  Customer Answer

  Date: 05/03/2023

  April 29, 2023

  Complaint # ********

  For: ****** * ********

  Receiving paper regular now. Hopefully it will continue!

   

   

• Initial Complaint

  Date:03/27/2023

  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.

  I have not received my home delivered newspaper since March 18, in spite of me being a long time customer and having prepaid my subscription. I have notified the Dispatch through my online account, by phone, by their "chat" service (I have used all their automated services to report missed deliveries as they happened each day) and also sent a direct email to ****** ********* ****** their editor. I also attempted to reach the home delivery manager, ******* ****** who never returned my phone calls. In each case, a promise was made to "look into this situation" and get it resolved. Each was to "escalate" my complaint and get it resolved immediately. They keep saying they are sorry to hear about my delivery problems and will notify my carrier and his manager of my all my missed deliveries and will ask for an immediate correction. Today is the 9th day I have NOT received my paper. I paid for a print edition....I do not want to read their "e-edition, digital access" version of the paper. I cannot be the only customer on this carrier's route that is going through this....I'm sure others have many days of missed papers also. IMPORTANT: up to March 18, my long time carrier, ****** *******, has been an outstanding carrier with never a day of missed delivery. I believe he has been on personal vacation since March 18th or he is no longer is employed by the Dispatch. Either way, a substitute carrier was not obtained OR a new carrier has not been hired.

  Business Response

  Date: 04/05/2023

  April 5, 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 she 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 
  

  Customer Answer

  Date: 04/13/2023

  
  I accept the business's response to resolve this complaint.

  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/26/2023

  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 June of 2020, The Columbus Dispatch Newspaper/Gannett, kept overcharging me for my subscription. I had one subscription and they charged me for 4. Then they corrected this and took away my access to my digital subscription to the Columbus Dispatch. Their resolution, which I accepted, was to charge me $2.00 a month for my subscription, which they did, up until a few days ago when they started charging me $7.99. They said I would be charged only $2.00 a month for life unless I cancelled, which I did not.

  Business Response

  Date: 03/31/2023

  March 27, 2023
  ****** ******
  *** ********* **
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** ****** and their eNewspaper subscription. We apologize for any prior misunderstanding. We have never provided ‘lifetime’ rates for our subscribers; this is not something we plan to offer. All rates are subject to increases and our Circulation System automatically applies them to all accounts.
  
  The rate of $7.99 is standard for current active subscribers. This rate will remain, and any previous rate is no longer available.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 03/31/2023

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

  The 2.00 a month is something that The Columbus Dispatch came to me with as a settlement. I did not ask for this offer. So, this is a breach of contract. I would like to come to The Dispatch Offices to speak to someone about this in person. Please give me a name of the person I need to speak tom there. I believe the address is still 62 East Broad Street. I will also being asking for reimbursement for parking and other expenses. 

  Regards,
  

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

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  ****** ******
  *** ********* **
  ************ *******
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his billing concerns. The Columbus Dispatch and all Gannett subscriptions encounter price increases every 6-12 months and we do not offer rates that last a lifetime. When a subscriber encounters a price increase a letter is mailed to the address on file 30 days prior to the scheduled increase. Mr. ****** spoke to several agents via email and by phone which advised him of the rate and that his prior rate no longer exists.
  
  As a courtesy, I have lowered his rate to $5.99 per month. Please note that Mr. ****** is ineligible for any promotional offers exclusive to new subscribers.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  

• Initial Complaint

  Date:03/23/2023

  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.

  Paid for Sunday Newspapers only. Paid Oct 15,2022. Since 10-27-22 was the last time I received a paper on a regular basis,. Since 10-27-22 I have received 5 Sunday Newspapers . I call them every Sunday. They apologize & promise I would get a paper, I never do. The place that answers is shore. I only get excuses. I want my Sunday paper! No refund wanted. I just want my paper. My son has tried to buy at the store for me & they are sold out. Plus they cost more. I am 80 yrs old & can't get out. I am on oxygen. Please get my paper to me

  Business Response

  Date: 04/03/2023

  April 3, 2023
  ******** *********
  **** ******* ***
  ********* ** *****
  Daytime Phone* ***** ********
  
  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.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 04/20/2023

   No! The issue of me not getting my Sunday (Columbus Dispatch) newspaper has not been resolved!  I have not seen a paper.

  The Dispatch neglected to state that I talked to live people evey Sunday morning.

  Check # **** in the amount of $54.58 was mailed on 10-5-2022.  The check cleared the bank on 10-13-2022.  This check was mailed to Gannett Holdings. 

  I did ask for a refund. I was told all the Dispatch could do was to extend my service.

  There is much more I could address about this matter, but why waste my ink!

  Thank you,

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

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

   

  Business Response

  Date: 05/02/2023

  May 1, 2023
  
  ******** *********
  **** ******* ***
  ********* ** *****
  Daytime Phone* ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. *********** rejection. Based on the complaints and the additional credits that agents applied to her account, Ms. ********* received $149 in credits; this amount is nearly three times the amount of her payment. As of this reply, she is paid through 11/23/2023.
  
  I have notified our Circulation Director and asked for an immediate resolution. If Ms. ********* wishes to terminate her delivery, she will receive a refund of $54.58. All subscriptions are nonrefundable, and if a refund is requested, it is subject to approval and must meet certain criteria to be processed.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 05/25/2023

  Consumer called BBB to state that she is receiving her newspapers regularly now.  She is hoping that this will continue and said she would contact BBB if her delivery issues return.

  Customer Answer

  Date: 08/09/2023

   Consumer’s Additional Information:

  The service resumed after the previous complaint for a few weeks. From the start of June I received only two papers, then service ceased again. Nothing received in July at all. I regularly called to inform them of the missing papers. Please find someone to deliver the paper and continue to add on my missing papers to the dates in the future.

  Consumer’s Updated Desired Resolution:

  Billing adjustment; Delivery

  Business Response

  Date: 08/11/2023

  August 11, 2023
  
  ******** *********
  **** ******* ***
  ********* ** *****
  Daytime Phone: ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received a recent complaint from your offices regarding Ms. ********* and her delivery concerns.  She has received credit for each reported missed delivery, extending her expiration date one day with each complaint. We have notified her carrier and their manager and asked for an immediate correction to the ongoing delivery issues. 
  
  Thank you. 

• Initial Complaint

  Date:03/22/2023

  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 been having a delivery issue for almost a year. I am not getting my papers, and when I bring it to their attention, they say they will extend my account. I have only gotten the paper one or two days a week. Every time I contact them they say they will extend my subscription. I said that doesn't help because you never deliver the paper. I asked for a refund, they said no, because my account ends in April. I said that's not right. I asked why do you get to not deliver the paper through May rather than give me a refund.

  Business Response

  Date: 04/03/2023

  April 3, 2023
  ***** *********
  **** * **** ***
  ********* ** *****
  Daytime Phone: (614) 294-2017
  
  Complaint #********
  
  Please accept this as a confirmation we have received a complaint from your offices regarding Ms. ********* and her ongoing delivery issues. We apologize for any frustration this has caused. Ms. ********* received the credit she mentioned, and her account is scheduled to stop on 5/14/23. In the meantime, I have escalated 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
  
  
  
  
  

• Initial Complaint

  Date:03/14/2023

  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 delivery of our newspaper. Not getting a newspaper., No reason. Automated message. They took our money we are not receiving our newspaper. M-F & Sunday

  Business Response

  Date: 03/31/2023

  March 31, 2023
  ******* ******
  **** ******** ******* **
  ***** *********** ** *****
  Daytime Phone: ***** ********
  
  
  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 
  

• Initial Complaint

  Date:03/14/2023

  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.

  I have to call almost daily because it's late. In the last month they have not brought 5 of the days. They never bring any on Saturday, and I'm sure I paid for 7 days a week. No explanation for losing that day.

  Business Response

  Date: 03/31/2023

  March 31, 2023
  ****** *******
  **** ******** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: [email protected]
  
  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: 04/04/2023

  
  I accept the business's response to resolve this complaint.

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

• Initial Complaint

  Date:03/13/2023

  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.

  I Paid up front for delivery of The Sunday Dispatch back in late Dec. 2022. I never received my first paper delivery until 2 months later. I did contact them each week for 8 straight weeks but I still never received the paper. Then I received the paper for 2 weeks but then I started receiving The Cleveland Plain Dealer instead of The Dispatch for the last 3 weeks. I have contacted them thru Email and live chats many times about my delivery problems and of today 3-13-23 my problem has never been solved. Please look into this matter for me. My account number with The Dispatch is:********** Thank-you **** ******

  Business Response

  Date: 03/27/2023

  March 27, 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 Mr. ******’s carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  I have also placed a courtesy credit of $8.00 extending his expiration date to January 2024. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:03/13/2023

  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.

  Continued delivery problems even throughout last year. ( 2022) Delivery problems continue thru this year ( example last Thursday 3/09/2023) paper never delivered and when I called a recording said not able to deliver that day but subscription would be extended. That is the usual response I get every time I call. No one EVER returns a call or responds no matter how many times our paper is not delivered. Unreliable, NEVER able to get ahold of any person at the number provided. I got so frustrated at one point I left a message on the News Desk recorder and said “ I have a repeat news flash of our not getting our paper again… but then that would be OLD NEWS!) Totally frustrated and fed up, If that’s what you call doing business then I think they need to close up shop. Quit doing a half baked job . Unreliable and customer service is non existent at the Columbus Dispatch, and they call themselves a newspaper ! The only news is that it’s guesswork as to if you get what you’ve paid for and subscribed to.

  Business Response

  Date: 04/03/2023

  April 3, 2023
  ***** *****
  ** * ********* ***
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint # ********
  
  Please accept this as confirmation we have received Ms. *****’s complaint regarding her delivery issues. We apologize for the previous response; although the name was incorrect, much if not all the last response applies to Ms. *****’s ongoing delivery problems. Customer service is not given information about why a subscriber is missed unless it affects the entire route. Our agents can enter the same complaints the automated system does and escalates the account as needed.
  
  I have sent Ms. *****’s concerns to our Circulation Director and requested he intervenes and assists in correcting the matter. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  

  Customer Answer

  Date: 05/04/2023

  [I am rejecting this response because: 
  Our newspaper was missed again last Thursday and Friday and again today Thursday May 4th . With that being said evidently the Columbus Dispatch is NOT escalating my complaint for a resolution to their continued lack of delivery. Extending my subscription only continues the issue, nothing has changed… we are still NOT getting our newspaper as expected. 
  

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

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  ***** *****
  ** * ********* ***
  ************ ** *****
  Daytime Phone: ***** ********
  E-mail: ********************
  
  Complaint # ********
  
  Please accept this as confirmation we have received Ms. *****’* rejection. On 5/5/23 we received notification from a District Manager that states, “Spoke to Mrs. *****. She's happy I called. I let her know we will be replacing the carrier on the route soon and it should be corrected. She now has my number and will contact me in the future.”
  
  Since our last reply date 5/4/23, Ms. ***** report one missed delivery. I have been informed this will not continue and that her concerns will be resolved consistently.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist