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:11/18/2023

  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.

  This business failed to deliver newspapers and then charged me again before my subscription had expired. Both customer service in Arizona  and *************************** in Exton PA told me that I'd receive credit for missed papers. I'm unable to tell exactly what they did because they are unable to issue me a statement of my account. I've been asking for one since August 2023. After weekly requests for a statement, this week, I finally received a screenshot that shows I was issued credit for 15 of the 17 missed newspapers. Here is a description of SOME of my contacts. June 23rd: called 1:30 pm, changed address June 28th: last paper at old address June 29th: no delivery June 30th: no delivery July 1st: no delivery, call #3 at 9:30 am July 2nd: no delivery July 3rd: no delivery, call #4 at 8 am, 8 minutes and call #5 at 9 am, 7 minutes July 4th: no delivery July 5th: no delivery, call#6 at 12 noon July 6th: no delivery July 7th: no delivery, call #7 at 9:30 am, 27 minutes, e-mailed circulation manager, no response July 8th: no delivery July 9th: no delivery July 10th: no delivery, call #8 at 6am, 15 minutes July 11th: first paper at new address July 12th: second paper July 13th: third paper July 14th: fourth paper July 15th: no delivery July 16th: no delivery July 17th: no delivery, call #9 at 7am, 9 minutes July 18th: no delivery July 19th: no delivery July 20th: fifth/sixth paper They charged me $308.75 on July 28th, so I could not have received credit for the 17 papers I did not receive. On August 24th, they refunded $252.36. They owe me AT LEAST the difference of $56.39, plus the amount for 13 days after I cancelled my account (and therefore received no papers), and I'm not sure how much more because they will not issue me a statement, nor is there anyplace online I can go to see my account (which I terminated on August 6th, but they kept charging me through August 19th). I have a string of e-mails which I can provide you but I've summarized the issue here.

  Business Response

  Date: 11/30/2023

  This newspaper subscription is under the name ********************* with delivery address as ****************************************************************, Exton

  
  

  This is a nursing home facility and the carrier was delivering the paper in front of the door as the door was locked when the carrier delivered early in the morning.  The carrier would take a picture of the paper being left to prove that he was delivering.  Once the paper is delivered, it is not our responsibility anymore.  We have explained this to *******************  The balance on the account as of the stop date of 8/19/23 was refunded.  We can not authorize credit for missed deliveries due to the paper being delivered.  Since it appears that the paper was being stolen, that is not our fault.  Credit is not issued for stolen papers.

  
  

  *********************** | Inside Operations Manager

  PA/NJ Cluster MediaNews Group

  Customer Answer

  Date: 11/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The stop date was August 6th, 2023, NOT August 19th.  I know this because on August 7th, my father was moved to another facility.  Why would I ask for papers to be delivered if he wasn't even going to be there?  I am owed a refund from August 6th through August 19th. 

  Also, my account was paid in full and then they deducted more from my bank account.  

  The papers were not being stolen.  They were not being delivered to the desk.  *************************** assured me they would be taken inside.  He assured me they would not just be thrown in front of the building.  He told me there were substitute carriers who apparently were not delivering correctly.  I worked with the Daily Local News to get delivery instructions from the facility.  I physically looked for the papers when they were not delivered.  I did everything I was able to do to resolve this situation, and then they deducted more from my bank account.

  If credit was truly given for the missed papers as stated by the business and shown on the screen shot I was sent at least a month and a half after I asked for it, then I should not have had more deducted from my bank account.

  The business is saying that they cannot give credit for stolen papers.  First:  the papers were not stolen and second:  they DID issue credit!  I saw the credits they issued on the screenshot the sent me.  What they have not provided is a statement of my account.  What was the starting and ending date of the term I paid for prior to when they deducted more from my bank account?  I want a clear statement of charges.  I want to know how they determined the amount they refunded me.  It was not enough, but they will not explain how they arrived at the amount.  They just keep reiterating that it's not their fault that the papers were stolen.

  I WANT A STATEMENT.

  I will settle for a refund of the balance that was deducted from my account the last time they took my money.  I provided that amount in my initial complaint.  I feel this is a fair resolution to the company, as they will still have my money for the time that they said they extended my subscription for.  I don't know how long this is, because they will not provide me with that information.
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/28/2023

  A refund of $56.39 will be processed back to the credit card ending in ****.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  INVOICE STATES NOTIFY OR AUTIMATICALLY RENEWED - CALLED AT LEAST 12 TIMES NO ONE AMSWERS OR RESPOND TO MESSAGES IN THE PAST FEW WEEKS. THIS SUBSCRIPTION WAS A GIFT AND TRYING TO CANCEL SO THE PERSON THAT PURCHASED DOES GET CHARGED.

  Business Response

  Date: 04/12/2023

  On 3/16/23 we received a voicemail message to stop the subscription on expiration date.  The subscription has been stopped and no money owed on the subscription.

• Initial Complaint

  Date:03/29/2023

  Type:Product 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 subscribed to an online edition of the newspaper provided by this company. I was notified on Feb 15 that the rate was going to increase substantially on or about March 30. On March 8, I cancelled my subscription. I received my cc statement today and there's a charge from the newspaper for the new rate dated Feb 23. I called the newspaper to tell them of the mistake and I requested a refund. I was told that was not possible because they have a no refund policy.

  Business Response

  Date: 04/12/2023

  ****************** did not cancel the subscription until after the payment was processed.  The subscription was cancelled on the expiration date of 3/30/23.  Since the subscription was cancelled after the payment, there is no refund.
  

  Customer Answer

  Date: 04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  It is obvious that the Daily Local is ignoring the facts:

  1 - As was listed in the email the Daily Local sent me, the new rate was to take effect "On or about March 30", therefore the rate in effect during the month of March should have been the existing rate of $10/month

  2 - I was charged the new rate on February 23, 5 full weeks before it was scheduled to take effect, again, according to the email I received.

  3 - My subscription ended at the end of March so I should not have been charged the new rate.

  I am a reasonable man and will pay $10 for the month of March, thus I am due $16; the amount I was overcharged because I was charged $26, the new rate, one month early
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/06/2023

  ************************ subscription expired on 3/2/23, not the end of March.  The payment charge done on 2/23/23 was for the next 4 weeks effective 3/2/23. 

  
  

  His prior payment on 1/26/23 was effective 2/2/23 to 3/1/23.  He has always been on a 4 week autopay.

  
  

  Customer Answer

  Date: 06/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I'm not disputing when my monthly subscription renewed. My dispute is with when the new rate was applied. As the attached screen shot of the email I received clearly shows, the new rate was to begin on or about March 30. And since my monthly subscription renewed March 3, I should have been charged $10, the rate in existence at that time, not the new rate of $26. As I said before, I do not expect a complete refund, just the amount I was overcharged - $16
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/06/2023

  There was a price increase effective with the renewal for 3/2/23.  That is why the payment on 2/23/23 was for the new rate increase.

  
  

  An email of this price increase was sent to the email address on file **************** on 2/17/23.

  
  

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  As is noted by the Daily Local News, I did receive the email they sent about the rate increase. The attachment I provided earlier and again here is a photo I took of that email and as one can see, it clearly states that the increase will begin on or about 3/30/2023, not 3/3/2023 as stated in this last reply. Thus their reason for refusing my refund is null & void. As I have stated several times, I'm merely asking for $16, the amount I was overcharged for March 2023.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 07/28/2023

  Hello,

  I wanted to inform BBB that I received a check for the refund amount I requested from the Daily Local News thus as far as I'm concerned, this case can be closed. Please let me know if you require further information.  Thank you so much for facilitating my complaint.

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

• Initial Complaint

  Date:03/29/2023

  Type:Product 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 renewing my subscription, I was offered a rate of $8.00 for a year of Esubscription . My credit card was charged for $78.00. In numerous conversations of trying to resolve the overcharge,they claim they will refund the money. In over 6 weeks of trying to get this resolved, I have yet to see the $70.00 overcharge returned to me. I would like the $70.00 back as the error was at their end and not mine.

  Business Response

  Date: 04/12/2023

  A refund of $70.00 was submitted to be processed back to the credit card on file.

  Customer Answer

  Date: 04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you so much for all your help. I truly appreciate your efforts to resolve the problem.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/09/2023

  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 suscribe to the Daily Local News (Sunday paper only) and we have not received a paper for about 3-4 months now. I have complained each time we missed a delivery but I never get an answer as to why my paper was never delivered. I always get a credit added on. I just want my full refund!!

  Business Response

  Date: 03/21/2023

   A stop has been placed on the subscription and a refund will be processed.

• Initial Complaint

  Date:12/02/2022

  Type:Product 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 signed up over the phone for an online subscription to the Delaware County Daily Times Newspaper on 05/23/22 at a price of $2.00 per month for 6 months, with an option for auto renewal on 11/23/22 at the same price. I spoke with Representative **** on 05/23/22 at 12:10 pm. Rep **** advised that I would receive an email prior to auto renewal (11/23/22) asking if I still wanted the subscription. I never received such an email, but instead was automatically enrolled in a plan on 11/20/22, without my authorization, at a cost of $78.00 for 26 weeks. I contacted the company on 11/29/22 at 8:40 am after seeing the 11/20/22 charge to my credit card statement. Supervisor *** could not explain why I did not receive an email but went on to state that they are a non-refundable company and therefore, he refused to refund any of the money. After my insistence, Supv *** informed me that he would put a refund request through the system, but there was no guarantee that a refund would be issued. He advised that I follow up in 72 hours, which I did. On 12/02/22, after being on hold for 15 minutes, another representative (his name was unclear), told me that it could take up to 15 days to see a refund, however, he could not check for me because the systems were down due to upgrades. He advised that I call back in about 2 hours to see if a refund request was put through.

  Business Response

  Date: 01/12/2023

  I am unable to find a subscription under the name of ****** *****.

  Customer Answer

  Date: 01/12/2023

  The company refunded the full subscription amount after I filed my complaint. 

  Business Response

  Date: 01/22/2023

  A refund of $78.00 was processed back to the credit card on file 12/15/22.
  

• Initial Complaint

  Date:11/14/2022

  Type:Product 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.

  You cannot cancel a subscription to the Daily Local News online. They make you call. I called to cancel my subscription in May. The represetative talked me into a $2 promotional rate. I agreed to that only. Today I was charged $78 for the Daily Local News. I had not been given an opportunity to cancel or even been advised that the promotional rate was over. I called to cancel once again and was told that even though the $78 was a forward looking charge (ie not for services already received), they would not refund it. There was no one there to escalate the request to. The representative said he was the supervisor and would let the district manager know of my complaint. I will not hold my breath. All I wanted was to cancel my subscription. I had not been given any notice that a $78 charge was coming or that the promotional period was ending. They make cancelation very difficult, give you a hard sell when you try to cancel, and trick you with promotional rates with the intent of charging you an unrefundable high rate, without notice, down the line. The Philadelphia Inquirer does not do this. I suggest that you NEVER subscribe to the Daily Local because of their unfair business practices.

  Business Response

  Date: 01/22/2023

  A refund of $78.00 was processed to the credit card on file on 12/15/22.

  
  

• Initial Complaint

  Date:08/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/26/22 I renewed my Sunday only newspaper subscription and used my credit card to pay $52 for Sunday delivery for one yr plus $7 for a previous balance for a total of $59. Since renewing I still have not received a Sunday paper. I have called them for the past 5 weeks complaining, have spoken to 4 people including a supervisor. Each week I'm told we will credit your account, notify your carrier and escalate the problem to upper management. I asked for the paper to be cancelled and for a refund and was told that they don't give refunds but will credit my account. I've told them I don't want to keep receiving a credit, I want a paper! I have called my credit card compa ny this morning and filed a dispute. I wanted to make you aware of the problem in case others are having similar issues.

  Business Response

  Date: 10/04/2022

  On 9/8/22 a full refund of $59.00 was credited back to the **** credit card ending in ****.

  
  

  
  

  Traci A***** | Inside Operations Manager
  PA/NJ Cluster MediaNews Group

  Customer Answer

  Date: 10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************