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Daily Herald - Paddock Publications Inc

Phone: (847) 427-4300Fax: (847) 427-1550

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Customer Complaints Summary

31 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues5
Billing / Collection Issues10
Delivery Issues11
Problems with Product / Service5
Guarantee / Warranty Issues0
Total Closed Complaints31

Complaint Breakdown by Resolution

Complaint Resolution Log (31)BBB Closure Definitions
05/29/2014Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Delivery Complaint Issue

Complaint: My paper is being delivered outside instead of in the lobby of my building. I called the Daily Herald several times on Saturday and this still has not be resolved. My paper has always been delivered in the lobby.

Initial Business Response
The delivery contractor has been instructed to start delivering the paper inside the lobby. The route manager will follow up to ensure this is done.

Initial Consumer Rebuttal
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

05/12/2014Advertising / Sales Issues | Read Complaint Details
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Additional Notes

Complaint Category: Sales presentation used dishonest sales practices

Complaint: The Sales person from Daily Herald told my wife that its necessary for the residents to buy the subscription for the NEWS paper even though we might not need it. When I came back home I was surprised to know that we were forced into buying something we did not need. After holding on the line for 35 mins I got in touch with Daily Herald and explained the matter politely, they said the orders are not in so I will have to call next week again to get this resolved. I called in again, waited another 24 mins, I was told the order is still no in and I will have to call next week again to get this resolved.

I am sorry but I cant keep wasting my time over and over again for something thats not my fault.

Initial Business Response
Contact Name and Title: ***** *****
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@dailyherald.com
Although we feel our newspaper is necessary and beneficial for all residents within our circulation area, it is not our intent to deliver to anyone who does not want or has not ordered it. The subscription order will not be processed and a full refund is in route and a check will be mailed to Mr. ****** within two weeks.

We apologize for the inconvenience and the wait times in contacting our Customer Service Department and hope we can be of service in the future.


Initial Consumer Rebuttal
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

03/25/2014Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Delivery Complaint Issue

Complaint: On 3/16, my Sunday paper was delivered after numerous phone calls to The Daily Herald. Today is Sunday, March 23rd, and again my paper has not been delivered. At 9:00 am, I called and and put in a request. By 9:50 am, the paper was not delvered. I tried to call again and I was put on hold for 10 minutes, then I was put into an eternal loop of entering my phone number for them to call me back, but the system kept confirming the wrong phone. After trying for 20 minutes, I gave up and decided to file a complaint with BBB.

Since I paid for a Sunday subscription, all I want is a Sunday paper delivered to my home without me having to call The Daily Herald to request the service I paid for.

Initial Business Response
Contact Name and Title: **** *** *****
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@comcast.net
Ms. *********, we extend our apologies for the missed deliveries of the Daily Herald two Sundays in a row. The branch manager for your area has been alerted of the delivery errors, and we will be sure you start receiving a paper again next Sunday satisfactorily. A two-week courtesy credit was extended on your account. Replacement papers were brought out, but we understand you should receive the paper on Sunday early in the morning.

Our call center was experiencing difficulty yesterday, on Sunday, with the call back feature. The customer's phone number was not being properly confirmed by the system. A system reboot was performed on Sunday evening, and the call back feature is now working properly and is correctly confirming the phone number entered by the customer.

We apologize for the unpleasant experience.

Initial Consumer Rebuttal
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

01/14/2014Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Non-delivery of products

Complaint: The paper is late or not delivered at all on a daily basis. They have done NOTHING to remedy this situation.

Initial Business Response
Contact Name and Title: **** ***************** M
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@dailyherald.com
There is currently a new delivery person on the route and she has struggled with providing good service. The branch manager is working with her and doing his best to provide good delivery service to all subscribers. The manager called this customer today and left a voice mail. We will be happy to credit the customer's account for any poor service. We expect the delivery service to be satisfactory now.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

01/08/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to respond to phone calls or written requests for assistance or support

Complaint: Have not received a paper for at least two months. We repeatedly requested delivery or credit for the non delivered papers. Finally we called and cancelled approximately 1 month ago. We were told we would get a check for the credit remaining on the account from the current billing cycle. We did not get a check and on 12/30 we received a bill for the next billing cycle. We would not have received a bill for the next billing cycle unless the account was not cancelled.

In summary we have not received papers for the last two months and have paid for them. We request a credit and cancellation.

Initial Business Response
Contact Name and Title: **** *****
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@dailyherald.com
This account has been stopped percustomer's request and a full refund is being issued. The refund will be processed this week. Should be receieved on or before 1/11.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

Page 1 of 6
03/12/2014Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Delivery of unordered products

Complaint: We previously ordered daily service from this company, but have cancelled. Over the past 60 days we have continued to request cancellation but they keep throwing newspapers on our driveway. During snow storms these papers have been hidden by the snow and have been shredded by our snow blower causing it to break down 3 times this year. We have requested cancellation throuhg their website and via phones but we continue to see newspapers on our driveway. We have requested this to be stopped immediatly and have also informed the copany that if it does not a Cease letter will be sent, but this company continues to litter our driveway with their newspapers.

Initial Business Response
Contact Name and Title: **** *****
Contact Email: ******@dailyherald.com
The customer's account was stopped in our system on 1/17/14 the day they requested it. Therefore there has been no billing for unwanted papers. The issue is poor communication on the part of the delivery outsource company. We have instructed them to cease delivery immediately and check the house over the next week to confirm there are no more deliveries.

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
We just received papers on March 6th and March 9th so this issue has not been resolved. We are not satisfied until this stops completely

Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

01/31/2014Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have not been receiving the daily paper due to issues at the Daily Herald. While the recording indicates that they are aware of a problem in our area, customer service is non-existant, they won't return calls and have not done anything to correct the matter. I have currently been on hold with the Daily Herald for about 20 minutes. We were advised, via recording, that we would receive a paper by 9:30, it is now 10:30. We were advised that a manager would call us back and that was a week ago. If they are aware of a problem, why have they not done anything to resove it? I just got through to a customer service agent and when I gave her our address she said "oh my"! With the decline in newspaper sales, you would think they would be doing everything within their power to ensure that their customers are happy
Product_Or_Service: Newspaper delivery
Order_Number: NA
Account_Number: NA

Initial Business Response
The distributor on this route had been doing a poor job. His contract was terminated today. The manager delivered the route today and will do so until a new person can be contracted on the route. We apologize for recent poor service. We do expect delivery to be satisfactory from this point forward.

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
It is Sunday 1/12/14 and it is 9:30, and we still do not have the Daily HeraldMy husband had to go to work. They can say what we want to hear, but, until their actions are reflective of their response,I am goingot say that this is still not acceptable


Final Business Response
This route is currently open and being delivered by staff. Our staff is attempting to deliver their open routes as early as possible. Despite best efforts papers may arrive later than deadline at times. We always will issue a credit to a subsciber who reports delivery arrived late.
Management reports they have called this subscriber and left messages.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The situation is still not resloved. No Sunday paper yesterday and no paper today.

Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

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