Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2024

  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.

  On June 26th, the Island Packet rolled out a new format for the on-line paper that was more like a streaming service than an actual newspaper on line. After 2 days of trying by myself and my wife **** to read the new format we gave up and decided to cancel our subscription account #******** on 6/27/24. The account current expiration date was 1/8/2025. The current remaining balance was $85.76. This change of service represents a radical and unwanted change in terms of service from the provider and I expected to get a refund for the open balance. I attempt 2 phone calls to customer service on 6/27. The first was dropped shortly after being answered by an agent. The second call the agent told me I could not get a refund, it was not their policy and the was stated in the terms of service. I asked to speak to a manager and the call was dropped shortly while on hold. Annoyed, I cancelled the account online! I attempted to contact customer service later in the day only to have the automated answering system to tell me I didn't have an account. I am hopeful that the BBB can contact a real human at the Island Packet and prompt them to give us our refund since the Island Packet changed the product dramatically which in our opinion changed the "Terms of Service".If the BBB is unsuccessful in assisting us, our next step will be to contact the *************************** to file a complaint. In addition, we will provide negative reviews on every online platform available to us. Thank you for your consideration. We hope you can assist us to resolve our issue. We were loyal Island Packet subscribers since sometime in 2015.

  Business Response

  Date: 07/05/2024

  Thank you for your message to The Island Packet. we are sorry to hear about your customer experience. Your refund request has been submitted and approved. Please look for a confirmation email in regards to the refund of $85.76.

  Please note, the terms of service is located here, **************************************************************************. This is posted on the website and we include disclaimers on all invoices, renewal notifications, auto notices and all marketing materials.

  Please feel free to contact us at ************ or ******************************************************* if you have any further questions or concerns. 

  Thank you

  Customer Answer

  Date: 07/09/2024

  [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,

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

   

  Customer Answer

  Date: 07/09/2024

  I would like to express my thanks for getting my issue resolved to my complete satisfaction without any additional stress for me. 

  Regards, *** & *********************

• Initial Complaint

  Date:06/03/2024

  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 are not receiving the delivery of our Island Packet newspaper, for which our subscription has been fully paid. The paper has been delivered only one time in the last seven days. Each day we don't receive a delivery we call the customer service number and report the problem. They offer the same excuse each time we call. They say the problem has been directed to the district manager and the newspaper carrier and they will look into it. Nothing has been accomplished. All they do is apologize for the inconvenience. They refuse to allow me to speak to the district manager.Our delivery address has not changed and has been confirmed. All we want is our paper delivery as is agreed to and extended subscription date to to make up for the undelivered newspapers.

  Business Response

  Date: 06/15/2024

  Thank you for your message to The Island Packet. We are sorry to hear you have been experiencing delivery issues. On 6/7/24, we received a confirmation from the delivery coordinator that the delivery issues will be resolved. We received confirmation on 6/5 and 6/6 that the papers were delivered. The last reported complaint on the account was on 6/3/24. We will continue to follow up on your delivery and ensure this is resolved. The distributor is contracted through the Island Packet and we work closely with them on the service.

  Please note, if your paper is missed and a credit is a applied, it will extend out your expiration date for the number of days missed. It does not show as a decreased rate in your billing. Your current expiration date is 9/9/24.

  Please contact us at ******************************************************* if you have any further questions or concerns.

  Thank you

• Initial Complaint

  Date:02/08/2024

  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.

  The Island Packet debited my card twice for $***** on January ** **** and February ** **** for reasons I am not aware of. I need a refund of $*****

  Business Response

  Date: 02/08/2024

  Thank you for contacting the Island Packet. The account for *** ******** has had the address needed for the refund updated ********* This request for $***** has been sent to the finance department to refund the money back to the card on file. We apologize for the inconvenience and are having the calls pulled from our customer service to ensure transacations are handled in a time and accurate manner. If you have any questions you can contact our customer service department at *************

  Customer Answer

  Date: 02/09/2024

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: at this time February 9, 2024, 1100 the $***** is pending and have not exactly posted to my account.

  I look forward to the $***** posted to my account.

  Thank you

  Regards,

  *** ********

  Business Response

  Date: 02/09/2024

  We have looked at *** ******** account and show we have processed the refund in the amount of $***** back to the credit card on our end effective on February ** ****, the method used for payment. It depends on the credit card company when customer will see the credit back on the credit card and It should show within *** business days. Please contact us at our Customer Service Department ************ if you have any questions. Thank you
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Complaint: September 2, 2023 My subscription for the island packet 1st said on the billing statement on their website that the expiration date was 11/11/2023. See photo I took on September 2, 2023 attachment marked (billing information). When I received notification from **** of a charge of $167.99 from the Island Packed I checked my statement on the Island Packet again and now my subscription for the Island Packet stated that the subscription ended on 9/2/2023. The new subscription start date was 9/3/2023. See photo attached marked billing information 2. I notified **** on 9/2 to stop the payment and was told they were not able to do that until the amount was posted to the account. I tried calling the Island Packet Office but it was closed after 11 a.m. on Saturdays so I then filled out the auto form attached to their e edition newspaper to cancel the newspaper subscription.. I went onto the Island Packet Website again to access my credit card information and I was denied access to the card on file. I cancelled the newspaper as of the per their printed policy of "cancel anytime". I first called the newspaper billing department on Saturday September 2, 2023 to cancel my subscription and they were closed so I filled out the auto form attached to their e edition newspaper to cancel the newspaper subscription. I received the attached replies see attached marked Island Packet to my cancellation notice. Placed a call to their customer service department on Sunday 9/3/2023 8:10 a.m. and spoke with representative Franco and was told unfortunately they could not honor my request to cancel, even thought that is their written policy, see below attached to their newspaper. marked cancellation, I asked to be transferred to a supervisor and I spoke to Olivia and was told the charge on **** would stand and that my subscription would end on 8/31/2024. Customer Service reasoning was was that they had already billed **** at 5:00 a.m. on 9/2/2023. My subscription ran thru 9/2/2023 see attached billing information 2 as you will see on 9/2/2023 I had a negative balance of $ 1.21 I have gone through this in the past year with the island Packet, see attached e mail island packet feb. 2023. Every time I would check my subscription there would be multiple charges and I will not deal with them again. I have already reported this to ****, my credit company should not be responsible for their error. Thank You, **** ********* ************

  Business Response

  Date: 09/06/2023

  Thank you for contacting the Island Packet. The account for **** ********* will be cancelled immediately we received a charge dispute from ******** ******* the payment has been cancelled. The credit card company will credit your account for the recent charge. The account was due to renew on 9/2/2023 the last payment of $99.99 paid from 9/3/2022 to 9/2/2023 the automatic payment can be processed up to a week prior to the renewal date in this case the customer called to cancel the as the renewal payment was already in process. Due to the dispute no refund is available at this time. if you have any questions please call our customer service department at *************

  Business Response

  Date: 09/08/2023

  Thank you for contacting the Island Packet. The account for **** ********* has been cleared and there is no balance attached is an updated letter with **** *********'s request. 

  Customer Answer

  Date: 09/11/2023

  [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. 

  Regards,

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

   

• Initial Complaint

  Date:08/21/2023

  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.

  On 8/18 *** ****** ****** automatically renewed my subscription and I called and informed them that I no longer wanted to subscribe. They are not willing to do anything other than offer me a lower price and extend my subscription. This charge is not even gone through my credit card yet. They harm consumers with this unreasonable policy.

  Business Response

  Date: 08/22/2023

  We spoke with Mr. ***** on 8/21/23 regarding this.   The refund of $ 95.99 has been processed as of 8/21/23 back to his credit card.

   

  Thank you,

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

  Customer Answer

  Date: 08/23/2023

  [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. 

  Regards,

  ***** *****

   

• Initial Complaint

  Date:05/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the newspaper & cancelled my subscription starting/effective 5/15/23. Initiated this request 4/23. I continued to receive the paper,daily even after speaking with a agent on the phone,who was recording my request! The Packet has con't. the paper & phone calls,at least 3 in number,trying to get me to return to a subscription! Even calling on a Sunday.

  Business Response

  Date: 05/24/2023

  Thank you for contacting the Island Packet. The account for ***** ********* was permanently stopped on 5/15/2023 per subscribers request. On 4/20/23 a vacation stop was entered for the dates to stop delivery 5/3/2023 and resume on 5/10/2023. The permanent stop request was received and processed for 5/15/2023. We apologize that the paper has continued to be delivered we have contacted the coordinator for the area to ensure to communicate to the distributor that the account is stopped an no further papers should be delivered. We will ensure this is corrected and we have also added the phone number and email on file to be added to our do not contact list to ensure no solicitation attempts are made. Again we apologize for the inconvenience and will make sure this it taken care of immediately. If you have any questions please call our customer service department at 877-706-8100.

• Initial Complaint

  Date:03/08/2023

  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.

  Before my newspaper subscription expired (approximately 1 year ago), I received a renewal notice from the Island Packet by mail which I returned with words in bold marker to "CANCEL" and "DO NOT RENEW". I then received a call about renewal in which I clearly stated I did not want to renew. One to 3 months later, I received a call wherein they said my account was overdue and I told them that I had asked twice that my subscription be cancelled and to stop sending me the paper. They said that I could not stop as my subscription had been renewed. This week, I received a text from a collection agency, A.R.M Solutions, followed by a letter trying to collect for some of the papers they delivered after I cancelled. All of this for $34.55. I know it would be easier to pay but it is the principal involved that I will not as it is just not right! I think that this is a valid reason to file a complaint with the BBB as it is not good business.

  Business Response

  Date: 03/10/2023

  Thank you for contacting the Hilton Head Island Packet. The account for **** ******** was stopped on 1/13/2023 it was due to renew on 12/01/2022 a renewal notice was sent out 30 days prior to the renewal date the subscription went into a grace period still being delivered until a payment or cancellation request is received. The renewal notices state our Terms of service and also provide the cancellation policy which states you need to contact the customer service department to process the request. Writing on the renewal notice is not considered a cancellation since they are processed electronically without a person reading written notes. At this time the balance has been removed from the account the ARMS solutions agency has been updated and no further collection attempts will be made. If you have any questions call our customer service department at 8************

  Customer Answer

  Date: 03/13/2023

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

  I have reviewed the response made by the business in reference to complaint ID 19556151, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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 am writing of behalf of my elderly mother ****** ** ****** ***** ******** *** ***** as I am the Power of Attorney for all her financial affairs as well as her son. Enclosed is a check in the amount of $77.66 being paid with the strongest of protests; I find your business practices deplorable to say the least, and very possibly illegal. I have myself been President of several large consumer product companies and never have I seen practices such as yours which prey on its customers, and particularly grievous when you are well aware that a high percentage of your customer base is elderly. We have cancelled Helena Dinaso's subscription through you telephone customer service department. When my personal subscription expires in a few months that subscription will be cancelled as well, after twenty years as a customer.

  We renewed the above-mentioned subscription on 5/09/2022 for a period of 13 weeks. According to your customer service department that renewal expired7/02/2022. Never did we receive any notice that the subscription was expiring, nor did we receive any request to renew the subscription. According to your policies" ..... once you have subscribed to our newspaper it is automatically renewed and you are responsible for all the charges incurred until such time as you (the customer) take responsibility for cancelling the subscription. We are not obligated to notify you of the renewal". That is blatantly ridiculous. You do not have the right to impose upon your customers a fee and a service for which they never agreed.

  Secondly, in addition to never having received any type of renewal notice, we never received any invoice for the extended renewal which would have made us aware of the renewal and of your claim that we were in arrears. The very first correspondence of any kind from your firm as a collection notice from A.R.M. Solutions a debt collection agency. Is this the way you treat your customers? You have now put a black mark onto the credit rating of a customer through no fault of their own.

  The quality of your newspaper, The Island Packet has deteriorated dramatically over the years. I have a litany of issues but let me list a few of the most significant ones.

  1. The quality of your delivery service is deplorable. Nearly every week there is a problem. Many deliveries are missed. There is no coordination between your weekday and weekend delivery crews. I have called innumerable times to no avail.

  2. You repeat the same article multiple times in a week. Case in point check out the Friday, Saturday, Sunday and Monday editions this week and see how many articles are repeated verbatim.

  3. You fill in space with meaningless reports, such as a traffic jam yesterday or the day before on a major roadway in the area. If there are no ongoing consequences, no one
  cares about a traffic slowdown yesterday. It is irrelevant. This happens weekly.

  4. You fill in space with reports of street crimes in Columbia Sc. We are in the Hilton Head area. We do not care about a street robbery in Columbia

  5. On Monday we learn who is leading the golf tournament of Saturday. Who cares? The tournament ended on Sunday. What are Sunday's results?

   

  Business Response

  Date: 12/15/2022

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

   

  Thank you for making us aware of the billing issue for *** ***** ******* It's important that we hear from our customers when they are not satisfied with services and I have addressed this concern. A refund in the amount of $77.66 will be issued and will be processed in the next 7-10 business days and mailed to * ******* **** ** *** *** ******** **  ******

   

  1. ********* Request was sent to our finance department to issue a refund in the amount of $77.66 to ***** ******

  We apologize for any inconvenience this may have caused and thank you for your continued support of local journalism.

   

  Thanks,

  The Island Packet