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Connecticut

BBB Accredited Business since

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Description

The Hartford Courant offers newspaper publishing.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Hartford Courant meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Hartford Courant include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 88 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

88 complaints closed with BBB in last 3 years | 42 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 36
Delivery Issues 29
Guarantee/Warranty Issues 0
Problems with Product/Service 18
Total Closed Complaints 88

Additional Information

top
BBB file opened: January 01, 1928 Business started: 12/15/1980 in CT Business started locally: 12/15/1980 Business incorporated: 12/15/1890 in CT
Type of Entity

Corporation

Business Management
Mr. Michael R. Vanacore, Regional Sales Mgr. Mr. Thomas J. Anischik, Senior Vice President Mr. Richard J. Graziano, President Mrs. Sheryl Hatten, Customer Service Manager Ms. Carmen Torelli
Contact Information
Customer Contact: Mrs. Sheryl Hatten, Customer Service Manager
Principal: Mr. Michael R. Vanacore, Regional Sales Mgr.
Business Category

Newspapers Newspaper Publishers (NAICS: 511110)

Alternate Business Names
The Hartford Courant Co.

Additional Locations

  • 285 Broad St

    Hartford, CT 06115 (860) 241-6200

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 472-7377(Phone)
  • (800) 524-4242(Phone)
  • (860) 525-2525(Phone)
  • (860) 525-5555(Phone)
  • (860) 241-3863 (Fax)
  • (860) 241-3865 (Fax)
  • (860) 343-5612 (Fax)
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Complaint Detail(s)

8/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Hartford Courant stated in owe $12.60 for past balance and sent to collections. I received calls from the Hartford Courant prior to the subscription end data to continue service and did not renew. No balance owed at that time. The Hartford Courant continued to deliver the paper at their own risk hoping I would renew or just took that long to update their deliver route.I do not owe any balance and the Hartford Courant is running some type of scam for people no longer wanting the paper. They seem to be working with the collection agency to shake down customers. While $12.60 is not much money its the point that they are dishonest and running a shakedown scam.The collection agency was rude and stated for me to call the billing office to straighten this out. They also stated they are listing this as refusal to pay rather than providing and explanation, trying to scare me into paying. I do not owe the money and want this taken care of.

Desired Settlement: Reduce balance to 0

Business Response: August 11, 2014 BBB Case# ******** I’m writing in response to your concern submitted to the Better Business Bureau regarding your Hartford Courant subscription. Please accept our sincerest apology for the obvious frustration and inconvenience you have suffered. All charges on your subscription account have been credited and our records indicate that your account is in good standing. We have also notified the collection agency regarding the rude manner in which you were treated. Please be assured that your credit rating has in no way been affected. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Since February 2014, I have contacted the Hartford Courant twice via telephone and spoken with 4 different persons through e-mails regarding the continued delivery of the Hartford Courant Select paper/advertiser. This is a free service delivery that has never been asked for. They claim to have made efforts on thier end to have the delivery stopped but, I continue to recieve the paper thrown in my driveway Sunday night into Monday morning. I do not want the paper delivered to my residence.

Desired Settlement: Do not deliver the paper to my residence.

Business Response: July 14, 2014 BBB Case# 10121846 I’m writing in response to your concern submitted to the Better Business Bureau regarding delivery of our HC Select advertising supplement to your home. Your initial request made to our customer service center was forwarded to the local distributor and was again forwarded when you informed us that delivery had not stopped. I’m sorry to hear that you are still receiving this supplement. I have sent an urgent message to the distributor and our operations manager stating that delivery must cease. Please accept our sincerest apology for the obvious concern and inconvenience you have suffered. Sincerely, Carmen Torelli Senior Customer Service Representative

Consumer Response:  
Complaint: ********

I am rejecting this response because:

 
I have heard this response too many times from multiple persons within the Hartford Courant business office. I do not have the confidence that this will rectify the problem of continued unwanted delivery of the paper. As this is a weekly delivered paper, I would like to wait until at least the end of July to see if this matter is resolved.

Sincerely,

***** *****

Business Response:

July 31, 2014

BBB Case# ********

I’m writing in response to your concern submitted to the Better Business Bureau regarding delivery of our HC Select advertising supplement to your home.

Your concern forwarded by the Better Business Bureau on 07/09/2014 was communicated to the local distributor and our Operations Manager stating delivery of our HC Select advertising supplement to your household must cease.  Also, your concern forwarded by the Better Business Bureau on 07/22/14 was forwarded to the distributor and our Operations Manager  for an immediate resolution.

You have our sincere apology for the obvious frustration and inconvenience you have suffered. We hope you find this resolution satisfactory.  Please contact our customer service department at 860-525-5555 should you have any questions.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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. As of this moment that paper has not been delievered and I thank you for your involvement. If it does reappear this weekend I will be sure to let you know.

 
Thank you.

Sincerely,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The carrier never delivers the paper on time. It is supposed to be delivered by 6:30 and ussually doesn't show up before 8. Within the last ten days the paper never even came on 5 of the days. I have called to complain many times but nothing ever changes. this has been on going for over a year. If this isn't resolved immediately I am canceling the subscription. The time is now 7:40 and the paper has yet to be delivered.When the paper does come and it rains that day, the paper is soaking wet by the time I get home and useless. If the paper came ontime I would be able to bring it in the house before I leave for work.

Desired Settlement: The carrier is incompetent. Ever since the the old carrier left there has been serious issues with delivery. The carrier needs to be fired and replaced with someone who can actually perform the job correctly. Furthermore the management seems incompetent as they have never made any attempt to resolve the issue.

Business Response: July 14, 2014 BBB Case# ******** I’m writing in response to your concern submitted to the Better Business Bureau regarding your Hartford Courant subscription. We value our customers and strive to provide them with exceptional service. Clearly, we’ve failed you in this regard. Operations manager, ***** ******, has been notified and has informed us that she’s left you several messages. In addition, she has contacted the distributor who has assured us that this issue is being addressed with the contractor. Please accept our sincerest apology for the obvious frustration and inconvenience you have suffered. We will do everything in our power to better serve you in the future. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In May, I purchased and prepaid for an ad in the ******** ****. The price of the ad, $39.99, included free renewal of the ad if my item (a motorcycle) didn't sell. After I paid for the ad, The Courant/Tribune bought the ******** ****. In June, I received a bill from the Hartford Courant Media group for $12. I called the ******** and was told that this mistake resulted from the transition from ******** to the Courant, and that the $12 was not owed and would be credited.In July, I started receiving bills for $27.99. I have made numerous phone calls to customer service and been told that I owe nothing and that this would be fixed, yet I continue to receive bills for $27.99. I have received four such bills in the last two weeks.I have no intention of paying something that I do not owe. However, I am concerned that my good credit rating will be damaged as a result of nonpayment of a bill that I do not owe. I have asked to have a manager call me to explain when this will be fixed. Their have received no such call. I have asked that an email be to me indicating that I have no outstanding balance. I have received no such email.

Desired Settlement: I want the Hartford Courant Media group to correct my account (**********) to indicate that there is no outstanding balance and I want written confirmation of that. I would like an apology from the Courant for the inconvenience and aggravation that they are causing me.

Business Response: July 24, 2014 BBB Complaint #******** Tribune Media experienced some transition challenges with the acquisition of the ******** ****, which negatively impacted this customer. Please accept our sincere apology for the frustration and inconvenience that resulted. We have confirmed that all adjustments have taken place. The account balance is now $0 and should remain that way. I have attached a copy of a new invoice that shows this information. In addition, ******* ****** of ******* ***** ***** spoke with the customer yesterday and explained the situation. ******* also gave his contact information for any future renewals or ads that might be required. We hope you find this resolution satisfactory. ****** ******* Senior Customer Service Representative The Hartford Courant

Consumer Response:  
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. They have told me in the past that my balance was 0, but then I received another bill which is why I complained to BBB. Hopefully this time they have fully resolved this issue in their billing system. If I receive more bills, I will contact them and you.

Thanks for your help.

Sincerely,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 6 ,month "trial membership" and was told this was not a continuing subscription. I even asked if I wanted to renew after 6 months would I have the same rate. I was told that after 6 months I would be sent a renewal and would be told the rate at that time. In April I received a bill for the following months. I called up saying I didn't like the paper and didn't want to continue anymore. I though we were done at that point. In May I got another "bill" this time saying I had to pay or my paper would be discontinued. I called again. This time I was told I had to pay for the subscription in order to cancel. I told them that I called before the 6 months were up. They asked me to tell them the exact date I called. Since I hadn't expected a problem I only knew it was in the beginning of April. They said I couldn't cancel without paying. I told them that it was OBVIOUS this wasn't supposed to be a continuing subscription because I paid with a credit card and they would have just charged me for it to continue. I told them that I was not interested and they needed to cancel immediately. In June I got another call.....had the same discussing.....told them to cancel yet again. Today I got another bill for 40 dollars. This is crazy. I clearly told them prior to the end of the 6 months and I have NO idea why they didn't cancel. I think this is a huge scam!!!!!

Desired Settlement: I want them to cancel, and I am not paying for something I told them I didn't want.

Business Response: July 14, 2014 BBB Case# ******** I’m writing in response to your concern submitted to the Better Business Bureau regarding your Hartford Courant subscription. Our records indicate that on 6/18/14 you spoke to a customer service representative, stating that your delivery should have stopped per your phone call in April. However, we have no record of receiving any other phone calls on your account. Your subscription has been stopped and a credit of $8.50 has been processed. For future reference, please note that all subscriptions are continuous and that you must call us to cancel, which we realize you did. Unfortunately, proper procedures were not followed causing your subscription to remain active. Please accept our sincerest apology for the obvious frustration and inconvenience you have suffered. It is our sincere hope that we have the opportunity to better serve you in the future. Sincerely, ****** ******* Senior Customer Service Representative

Consumer Response:  
Complaint: ********

I am rejecting this response because:  The bill I got was significantly more than the $8.50 credit they were going to apply.  I would like the service cancelled, and the bill balance paid in full.  The message I got makes it seem like it's all set, but saying they have credited my account 8.50 is not the bill I got.  The bill I have has a balance of $46.75. 

Sincerely,

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

Business Response: BBB Complaint: ******** The bill referenced for $46.75 represented a $7.75 past due balance plus $39 to pay the account forward for an additional 26 weeks. The actual balance due on the account when the subscription was stopped on 7/20/14 was $8.50. This was the charge for papers that had already been delivered, and is the amount we credited. Our records indicate that the account is stopped with a 0 balance. We apologize for any confusion. ****** ******* Customer Service Specialist

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have called at least 20 times in the past 18 months regarding the inconsistent delivery of the Hartford Courant. First, calling the customer service dept. is senseless. They are located in the Philipines and do nothing except credit one's account. This week we have not received a paper three out of the last four days.

Desired Settlement: I've been told that I live in an area where I can't get my paper delivered later. If the contractor who delivers the paper had the consequence where he had to come back to my house to give me my paper, maybe he would deliver it properly, like everyday.

Business Response: July 2, 2014 BBB ID# ******** Please accept our sincerest apology for the continued delivery issues you have been experiencing. Regional operations manager, ***** *******, will call you directly to discuss as well as address the issue with the distributor. You are a valued subscriber and we will do everything in our power to better serve you in the future. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 12, 2014 I sent a subscription order and check to the Htfd Courant. I received a call that they had my check but did not know what to do with it - when I tried to explain they did not understand and kept asking me for my telephone number which they said was not on file and I did not have a subscription - the biggest issue being you cannot speak with anyone in CT your call goes to the Phillipines. My check was cashed on 05/15/14 but I never received my papers. After at least a dozen emails and just as many if not more telephone calls trying to explain my issue I finally emailed them my cancelled check and requested a refund Last week I received yet another telephone call and again they had no idea what to do with the money. I was finally contacted by email and a voicemail at my work from **** ****** that she could help me and she was in the Hartford Office. I emailed her and told her I just wanted my money back because their customer service was so atrocious. She replied back that she understood and would process my refund - as of 7/1/14 I still have not received my refund. I did email her again last night but did not receive a response back as of yet.

Desired Settlement: A refund check for my $39.00

Business Response: July 2, 2014 BBB ID# ******** Please accept our sincerest apology for the obvious concern, frustration and inconvenience you have suffered due to the mishap regarding your subscription request. As I mentioned during our phone conversation today, **** ****** is currently on vacation, which is why she did not respond to your last email. I have contacted our finance department and they assured me that your refund check in the amount of $39.00 will be mailed out tomorrow, July 3, 2014. In addition, I will review your complaint with senior management to ensure that proper procedures are being followed and that better communication channels are put in place. Please feel free to contact me directly at ******************** should you have any questions or decide to allow us one more opportunity to get it right. Sincerely, ********* ******* Customer Service Specialist

Consumer Response:  
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.  Unfortunately I still have not received the refund and it was mailed 8 days ago - should not take that long if it was mailed on the date they said.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 15th, the courier who delivers our Sunday paper threw it too hard and it damaged my front door, the lower half is metal and one of the panes is bent inward. I called the Courant immediately to notify them and was assured I would get a call back from the District Manager because there has been property damage. Today is June 19th and I have not recieved a call back yet. Additionally, I just spoke to the deliveryman's wife and she told me his manager told them they have to replace the door at their expense. Additionally, she told me all of my calls from Sunday through Thursday have been directed to the deliveryman, NOT to a District Manager. The company has lied to me countless times, making promises a manager will call me and no one has called. When in fact, all they are doing is forwarding my messages to the deliveryman instructing him to take care of the damage.

Desired Settlement: My door needs to be replaced, it is a safety hazzard.

Business Response: June 27, 2014 BBB Case# ******** I’m writing in response to your concern submitted to the Better Business Bureau. Please accept our sincere apology for the inconvenience you’ve suffered as a result of the damages to your front door. Your concerns have been addressed with the local distributor (** *********) for immediate resolution. In addition, our regional manager, ***** *******, contacted you, and established that the delivery contractor has agreed to pay for the damages. You have also been provided the necessary contact information to send the bill once the door is repaired. You are a valued subscriber and we again apologize for the obvious frustration you have suffered. If you have any additional questions, please contact our Customer Service Department at ###-###-####. Sincerely, ****** ******* Senior Customer Service Representative

Consumer Response:  
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.


I have spoken with ***** *******, and arrangements have been made to have a door replaced. He has also confirmed that if there's any issues getting payment back to me contact him immediately.

 
If you have further question, please contact me at ###-###-####.
Sincerely, 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 1st,2014 our business placed an advertising order with Hartford Courant . The company charged us $ 2530.00 but never place an ad. We called them and notify about problem, we were told that they will place an ad on another day and will credit our account for original amount and charge again for a new ad on different day . Since May5/5/14 we are trying to get back the money (2530-dic $650) in the amount of$ 1880.00 and we are not able too . We are transfer to ******* and *********** and we are getting round around but no money . We were told that we get check in 10 days, then we were told that it needs to be approve , then again check in 10 days.Obviously Hartford Courant lucks integrity. their people have no idea about accounting, service to customer and they have different stories every time you call them. Unacceptable for business.Thank you.******* ****** ************* ** ****** **.

Desired Settlement: refund in the amount of $1880.00- check .

Business Response:

The original issue was due to the unavailability of the customer to verify specific information in the advertisement, resulting in their advertisement being declined by one of our self service support representatives. After the order was canceled, the customer reached out past the deadline of the original requested run date and we rescheduled their order for the next available print run date. At the point of cancelation of the first order, our systems should have automatically generated a full refund for the order.

 

Due to a system failure only $650 was automatically refunded upon the orders initial cancelation, rather than the full amount paid. At this point an adjustment request was submitted to our finance department in order to rectify the previously paid amount of $2530. Our finance team failed to process this request in a timely manner. The situation resurfaced up on June 10th as the customer was showing a credit of $1880, at which point approval was given to send a refund check to that customer. This typically would take about 10 business days from this approval date.

 

If you have any further questions, please don’t hesitate to reach out.

 

Regards,

 

**** ** *****

Senior Team Lead | Classified Sales

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called and signed up last week for 4 subscriptions to the Sunday only paper for $13 for the year per subscription. The delivery was supposed to begin yesterday May 18, 2014. I waited until 8:30 yesterday morning and called the customer service number because I did not receive my papers. I was told they would be redelivered by 9 am. I waited until 9:45 am and called again because the papers were still not delivered. I was then told they would be delivered by 11:30 and if they were not delivered by 11 am to call again. Well it was 11 am and still no papers. I called at 11 and was assured they would be delivered yesterday. No papers were ever delivered. I called this morning and was told they put in a request for redelivery. No papers. I waited until 11 am and called again, still no papers. The 1800 number and the local phone number direct you to people in the Phillipines who just keep assuring me the papers will be delivered! Would be nice to talk to a local customer service rep who can tell me what is going on and why the papers that I paid for are not being delivered! Not a good way to treat a new customer, who still has no papers. I use the papers for the coupons to help save my family money. Very disappointed in this situation.

Desired Settlement: I want this resolved.

Business Response:

May 27, 2014

BBB Case #********

Please accept our sincerest apology for the inconvenience you’ve suffered as a result of your newspaper delivery issue on 05/18/14.

We’ve addressed your delivery concern with the local distributor, who contacted you and delivered four copies of the Sunday 05/18/14 newspaper to your home. In addition, your account has been credited for the reported missed newspapers on 5/18/14.

Please note that the discounted offer you received is valid for ONE newspaper per household. On 05/20/14, a representative from our local office called your home and reviewed your subscription offer. At that time, a change was processed on your account to reflect your newspaper subscription as ONE Sunday copy per week. In addition, a request to reimburse your credit card for $39.00 was processed.

Again, we apologize for the delivery issue and for the inconvenience you have experienced. You are a valued subscriber and we will do everything possible to ensure that you receive a newspaper every Sunday.  Please contact our customer service department at ###-###-#### or ###-###-#### should you have any questions regarding this matter.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My newspaper is about 75 percent of the time late. The delivery person is leaving a path across my lawn which she should not even be on, and then she chucks it hard at my house making a big boom inside my house. If something gets broken they are paying for it! The courant tells you if you have any problems call ********, you get no satisfaction from calling this number it's not even in the United States, nobody cares they say we'll take care of it but nobody does. All I want is proper delivery and a proper response.

Desired Settlement: Would like proper delivery and a response from someone in the states.

Business Response:

March 27, 2014

BBB Case #*******

Regional manager **** ********* was contacted regarding this matter and he spoke to the subscriber regarding her delivery concerns on Wednesday, 3/26/14. He then contacted the distributor for resolution. The distributor noted that the contractor is fairly new. He assured us that he will speak to her to ensure that future deliveries are made promptly. He also stated that she will be instructed to no longer walk on the subscriber's lawn.

We hope you find this resolution satisfactory.

Sincerely,

****** *******, Customer Service Representative

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Complaint Details Unavailable
3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I began a "weekend only" subscription with the Hartford Courant in early 2008. I continued to receive the papers through December 2008. Deliveries suddenly stopped in January 2009 and since I was not interested in continuing with the subscription I made no effort to resume service. This past December 2013 I received a postcard stating my automatic subscription renewal was about to be charged to my credit card. I was not aware I was on an automatic renewal service and had never received a notification by mail or phone prior to this one. I immediately call the Courant customer service at ************ to advise them I had not received a paper in 5 years and did not want my credit card charged and wanted a refund for prior years where no service was provided. I have made a total of 5 calls to the Courant, each time told that they will refer the issue to "distribution" and someone will get back to me within 48 hrs. My calls began in early December 2013 and have continued through February 2014 - the last call was handled by a supervisor named *****, ********* (I was told). ***** told me someone would get back to me in 48 hrs and it has now been almost 2 weeks. Total charges to my credit card for the years 2009-2013 total $702.00 supported by my credit card statements. I would simply like these funds returned to me for a service never provided.

Desired Settlement: Refund the money charged to my credit card for the years 2009 - 2013 for a subscription that was never delivered.

Business Response:

March 03, 2014

BBB Case *******

I’m writing in response to your concern submitted to the Better Business Bureau.

Please accept our sincere apology for the lack of service you received in regards to your Hartford Courant subscription.

When we received this complaint, our records indicated that you were an active subscriber on our EZ Pay credit card payment plan. Unfortunately, since we had no record of delivery concerns being reported, we assumed you were receiving your newspaper without issue. Also, we are unsure as to why you did not receive the notices mailed to you regarding the cost of your newspaper subscription. 

We have credited your account for the reported missed newspapers from January 2009 thru December 2013. A refund check in the amount of $702.00 has been processed, and you should expect to receive this within the next three weeks. 

We hope you find this resolution satisfactory.

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had been an auto pay customer of the Hartford Courant. There was a change to the billing policy & I decided to switch back to paper billing. This request was made on 8/5/13. An automatic deduction was made to my checking account on 8/1/13 but it was never credited to my account. I have been trying for 5 months to get this payment credited & have sent documentation verifying that the money was taken from my checking account, but I keep getting the same answer( we have no record of the payment) from everyone I talk to.

Desired Settlement: I would like the 8/1/13 payment credited to my account.

Business Response:

February 3, 2014

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

Unfortunately, our customer service representative gave this subscriber erroneous information in regards to her account payment status.

Our records reflect the following:

07/23/13 - Hartford Courant payment of $27.96 was charged

08/01/13 – July payment appeared on the subscriber’s statement                       

A customer service specialist spoke with the subscriber this morning to clear up the confusion surrounding the direct checking payments. She now understands that all payments charged to her checking account have been credited to her subscription account. She was pleased with the resolution.

 

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I've been a longtime subscriber to the Hartford Courant, and been having it delivered every day to the same address for over 40 years. The morning delivery service has never been worse, and has me on the verge of cancelling my subscription. Just this month alone, the paper was not delivered on Jan 3, Jan 18, and Jan 19 (today). I've just started recording the dates in which the paper hasn't been delivered, but it has been going on a lot longer than this month. What really exacerbates the problem with the Hartford Courant is that nobody in their customer service department seems to care as evident by back to back days of not receiving the paper. In addition, since first calling the Hartford Courant about not receiving the paper, the morning delivery has gotten much worse. It's as if whoever the Hartford Courant has delivering the paper to my house has become vindictive. For example if it rained the night before and there is one puddle of water outside, the paper will be in that puddle. As far as the paper being tossed on the front porch even though its not far from the street, that's a thing of the past. I now have to worry about the paper arriving damaged just as often as it not arriving at all (fairly often). I can live with having to search for the paper within reason, whether carelessly tossed in the bushes, down the sidewalk, etc., but when it's scattered on the ground or damaged like it has been lately that's just too much.

Desired Settlement: Just please have somebody deliver the paper every morning in a timely, responsible, and professional manner like I have usually received over the last 40 plus years. Also please let me know why my house was skipped today for the 3rd time this month (and it's still only Jan. 19) with a real answer by asking somebody in the delivery chain as opposed to a generic answer that your customer service people are instructed to answer with.

Business Response:

February 04, 2014

BBB Case # *******

I’m writing in response to your concern submitted to the Better Business Bureau.

Please accept our sincerest apology for the inconvenience you’ve suffered as a result of your newspaper delivery issues. Please be assured that we have addressed these concerns with the local distributor and the Regional Manager. Also, a request was forwarded to the distribution office for a representative from the distribution office or a Regional Manager contact you for an immediate resolution.

You are a valued subscriber and we will do everything possible to ensure that you receive a newspaper every day.  Please contact our customer service department at ************ should you have any questions regarding this matter.

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Both myself and my room mate contracted the HC for newspaper delivery. Mine was to be Thursday through Sunday, and her's only Sunday. I was told there were coupons in the Thursday paper, there are not. We only received one Sunday paper for the last 5 weeks called every week asked for re-delivery, asked for supervisors, they kept promising to fix it, but it never was. We are tired of being frustrated and having to call and wait for the product to be delivered almost 12 hours later, and after we have gone shopping which is what we wait for the coupons for. They did nothing to remedy the situation but say that they were going to put reports in. This should have been fixed weeks ago! I have since cancelled my subscription and I am awaiting refund! Customer service is clearly outsourced and needs to be handled in a more appropriate manner!

Desired Settlement: I would really like us to both get our papers on time and as ordered. I don't want to have to call and say you only sent one, I want both on my door step when i wake up in the am. If I wanted to order 800 Papers to my address that is my prerogative as long as I pay for the service I am receiving and since I pre paid for both of these papers this is what I expect!

Business Response:

January 16, 2014

BBB Case #*******

I’m writing in response to your concern submitted to the Better Business Bureau. Please accept our sincere apology for the inconvenience caused by your newspaper delivery issues. The local distributor has been notified and made aware of the ongoing problem you’ve experienced.

 

Our records reflect that delivery service for a Sunday only newspaper subscription will stop on 01/19/2014. The account has been credited for the missed newspapers from 12/1/2013 thru 01/12/14 and a full refund in the amount of $26.00 has been processed. You should expect a refund check to arrive via USPS within 3-4 weeks.  Our records also reflect an active Thursday thru Sunday newspaper subscription at this address. I have credited the account for the non-delivery service from 12/19/13 thru 01/12/2014.

Please note that our Thursday newspaper does not include manufacturer coupons. However, some advertisers do have coupons printed in the newspaper itself.

Again, we apologize for the obvious frustration you have suffered as a result of our failure to consistently deliver your paper and with any misunderstanding regarding coupons in the Thursday paper. You are a valued subscriber and we will do everything possible to better serve you in the future.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
Complaint: *******

I am rejecting this response because: YOU CANCELLED THE WRONG SUBSCRIPTION! MY subscription is thursday thru sunday and my room mates is sunday only! I wanted mine cancelled! I dont know what it is about you guys and the fact that you cant even get simple facts straight. No one is stealing my paper, they are only delivering one and I am supposed to get 2! After all this hassle and I still dont get cancelled appropriately?!?!?! I want my acct refunded. It should be under my name. Why you cancelled my Room mate ****** *****'s acct when I wanted mine cancelled is beyond me! Besides that I dont even want the thurs thru sunday i only want sunday but someone who was representing your company said there were $300 worth of coupons in the thursday paper as well! So now we add false advertising on top of it all. I want this all fixed and I want my refund check immediately. Not in 3-4 weeks. NOW. I asked for it last weekend and I didnt get it, in fact you still have my acct going. Im so done. I refuse to buy your paper anymore. I will just go buy the coupons from the clipping service now. DONE! 

Sincerely,

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

Business Response:

January 31, 2014

BBB Case #*******

As noted in your latest communication, the manner in which we’ve serviced your account simply is not acceptable. I also realize that you are tired of apologies, but we are truly sorry for our failure to deliver your paper, and for our subsequent failure to properly cancel your account.

We tried to contact you by phone today and left a message. In the meantime, here’s what we’ve done:

1.     Cancelled your subscription effective Saturday 2/1/14

2.     Processed a refund for $19.50…you should receive this by 2/12/14

Our records indicate that the same phone number is attached to your account as well as your roommate's. I believe this may have been a contributing factor to the error that was made regarding the cancellation.  Of course, we should have properly verified that the correct account was cancelled and refunded, but as you pointed out, we failed on that front as well. What we still need to correct is your roommate’s account. Since a refund of $26.00 was processed, there now remains an outstanding balance. In order for the account to remain active, a new payment must be made.

Again, I realize this is extremely inconvenient and totally frustrating. I ask that you please call me directly at ************ so that I can get this situation resolved for you as quickly as possible.

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Delivery Issues
2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After constant issues with the Hartford Courant not being delivered, especially on weekends, on 10/4/2013 on the Hartford Courant website I requested that they cancel my subscription. No acknowledge message was given, nor was there a message that they would not accept cancellation requests online. On 11/13/2013 at 11:23am I was contacted over the phone by someone representing the Hartford Courant, phone number ************. She informed me that my subscription was not cancelled, and that I had an outstanding bill and would need to contact their Customer (dis)Service number. After 5 minutes on hold, I got the pleasure of speaking with a representative with a barely understandable Indian accent. He was indignant and refused to accept that I had canceled online, saying that they don't allow that. After arguing with me for 5 minutes, he finally agreed that I had tried canceling, and there was no warning they would not accept a cancelation online. He asked that I pay the oustanding balance up to the date I requested a cancel, which was $13.70. I agreed and requested that he make sure my account was canceled. He assured me it would be as soon as they received payment. I finally received the bill on 12/1/2013 and sent in a check for the $13.70. I wrote 'Account Canceled' on the bill and the memo line of the check. Starting on 1/16/2014 I have been getting constant calls from the first person representing the Hartford Courant, phone number ************. Thus far, I have gotten a call from that number on 1/16/2014 7:55pm, 1/20/2014 10:20am and 5:47pm, 1/22/2014 5:16pm, 1/23/2014 9:04am, 1/24/2014 9:05am and 5:18pm, 1/25/2014 3pm, 1/26/2014 11:17am, and 1/27/2014 10:34am and 5:18pm. Out of the half-dozen times I was available and answered the phone, there is nothing but dead air, and it eventually hangs up. This is getting to be beyond a nuisance from the Hartford Courant and I can't imagine anyone wanting to do business with them after this.

Desired Settlement: Finally accept the cancellation that I requested, and stop harassing me. Or don't, I have no problem contacting the state's Attorney General and filing a civil suit.

Business Response:

February 3, 2014

BBB Case #*******

I am writing in response to the above noted BBB complaint. First and foremost, we are truly sorry for the manner in which this cancellation request was handled. Unfortunately, when the complainant spoke to our customer service representative back in November of last year, the representative credited the account but failed to process a stop.

Regarding the phone calls received, again, we extend our sincerest apology. The company calling  was doing so to collect a past due balance that appeared on the account, which was the direct result of our failure to properly handle the stop request. I have credited the account for the $13.70 that was sent to us and a refund has been processed. The complainant should be in receipt of this check within two weeks. I have also placed the account on our do-not-call list. Please note that do-not-call requests take approximately 3 weeks for processing.

We failed a valued subscriber. It is our sincere hope that we may one day be given the opportunity to better serve this customer in the future.

Sincerely,

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

Customer Relations

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving the Hartford Currant newspaper for over 40 years and I know that I am a valued customer. I am also disable and so is my husband. Last year and this year we have been having problems with the delivery of the newspaper,often I call to the costumer service as soon as possible when I don't see my paper on the stoop behind the front door. Yet sometimes the paper came and it was in the middle under one of our cars and how can I with fragile bones get under that car and get the paper, enough is enough they always offer to refund the money but that is not what we want we want our paper to be delivered from thursday to sunday every week on the stoop behind the front door. this time they have gone too far back in December we missed going to a funeral of one of our dear friends because the paper was not delivered. This month on 1\23\14 the paper was under the car once again I could not get it, on 1/24/14 the paper was not delivered my husband called 3 times in the morning I called 2 more times and they said that it was reported to the highest level and that the paper would be delivered yet it was not. On 1/25/14 no paper called now they said I would get a call from the district manager but all we really want is to have our paper delivered on time and on the stoop it's important for us to get the paper. Maybe we are not so valued after all so we have spoken with Josh, Leila, Sheila and Andrea they were all very nice and I know that they have been well trained they all use the exact words to calm the situation but no resolution. Please help us resolve this issue so that it does not happens again. Thanks ******* *****

Desired Settlement: I would like to have my paper delivered at my front stoop behind the door from Thursday to Sunday on a timely manner from now on and I do hope the the delivery person speaks English enough to understand instructions because this on does not and I really do not want to miss my paper.

Business Response:

January 29, 2014

BBB Case #*******

We apologize for the obvious frustration and inconvenience caused by the contractor’s failure to deliver the newspaper consistently to the proper location.

Regional manager ***** ******** contacted the subscriber and assured her that he would personally follow-up with the distributor to ensure that the newspaper is delivered to the front porch. In addition, he will also be spot checking the delivery.

We hope you find this resolution satisfactory.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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.

Sincerely,
******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 11th I sent a $13.00 check to the Hartford Courant to have a Sunday paper delivered for 13 weeks. This was a special the paper had going on. The first problem is they lost the check. They finally cashed the check on Dec 18th, 2013. My first paper was delivered on January 5th 2014. Every sinceI got that one paper I have had problems. I have not gotten a paper since. No, I did get one, more two days later on Jan. 21st. They will not deliver my paper. I haved called a number in the Phillipines at least 15 times, the number I call is *** *** ****. Every sunday i have to call. All I get is the run around. They will fix the problem, the paper will be delivered for sure next week,the problem is all fixed or it will come by 11:30 a.m. Still no paper. I am so irritated, I do not know what else to do. No matter what I say they will not deliver it. They deliver the paper to my neighbor across the street, but they will not bring me mine. I want my $13.00 back. They took the money but I have no product. I even talked to a supervisor in the Phillipines who promised she will fix the problem immediately, but it is not fixed. Please, please HELP I did not get one this morning, it was promised by 11:30, but no I didn't get it and the office in the Phillipines closes at 11:30.They told me I cannot call the Hartford courant here in Hartford.

Desired Settlement: Return my $13.00 payment for 13 weeks of the Hartford courant which I am not receiving..Thank you

Business Response:

January 29, 2014

BBB Case #*******

Clearly we have failed to deliver quality service to this subscriber, and for that we are truly sorry.

The account has been stopped and a refund in the amount of $13.00 has been issued. Please note that refunds can take up to two weeks for processing.

We hope you find this resolution satisfactory.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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.

The BBB is absolutely wonderful, thank you so much for your help.

 



Sincerely,
****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Recently tried to take advantage of one of HC's 'special offers' for Sunday delivery. When I received a form letter thanking me for subscribing, I called customer service to find out when exactly my year's subscription would start--only to discover it was supposed to have begun 2 weeks earlier. Was assured the account would be credited, and delivery would begin on the upcoming Sunday[Dec.15].Sunday [12/15/13] comes, no paper--and when I called customer service at 9:20 am, first had to listen to some crap about "weather issues, so delivery deadlines extended to allow delivery persons enough time to safely make deliveries" -- without any indicator of how long that extension was. Called again, around 10:30am, after seeing that other homes in area already had papers on driveways DESPITE alleged weather issues, then [after hearing that the automated service couldn't help because there were 'multiple accounts associated with the phone number'-- apparently left over from the last time I canceled this paper because of NONDELIVERY issues?!] had to wait to speak to service representative, who assured me that I would get a paper since 'delivery person still in my area'--when I asked how long before I could expect said delivery, I was told 'a half-hour'.45 minutes later, still no paper. 1 hour later, still no paper, plus 'call center closed' so I can't reach anyone to complain [not that it seems to do any good--what's the point of having the Customer Service for LOCAL DELIVERY issues located in another country?!].Now, I have to call tomorrow, when I expect I'll get the same "sorry about nondelivery, your account will be credited yada yada".What I want is personal assurance from A LOCAL SUPERVISOR WHO WILL DO WHATEVER IT TAKES TO MAKE SURE THAT THE LOUSY DELIVERY PERSON DOES HIS/HER JOB SO I DON'T HAVE TO CALL EVERY WEEK TO GET THE SAME NON-SERVICE. And I want a paper delivered no matter WHAT time it is on Sunday [or even Monday] --getting 'account credit' week after week isn't helpful.

Desired Settlement: See last paragraph in above 'complaint', re: local supervisor assurances and actual delivery of the missing Sunday paper rather than 'credits'.

Business Response:

Complaint ID *******

Ms. ****, please accept our sincere apology for the frustation you have suffered as a result of our failure to deliver your newspaper every Sunday.

The local office has been contacted and you should be receiving a call from the distributor. Your account has also been flagged alerting the contractor that delivery must be made to your home every Sunday.

We thank you for your patience and will do everything in our power to better serve you in the future.

 

Sincerely,

 

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

Customer Service Specialist

 

 

Consumer Response:  
Complaint: *******

I am rejecting this response because:
I spoke with the young woman  from the Courant on 12.20.2013 who assured me that a):  the appropriate delivery personnel would be alerted to this matter before the upcoming Sunday delivery [12.22] ; and b):   I would receive a call from the district manager the following Monday to check up on that delivery.  On the 22nd, again no paper until I called the 'customer service' line--where I waded through the recorded options to get to a 'live' operative because apparently there is no reliable process to remove a previous, inactive account for this address [despite my having requested it be removed  in 2 previous calls] and having more than one account listed on a phone number means the automated voice complaint service is unusable.  And while the 'replacement' paper eventually arrive around 11:20 am, I never did get that promised call from the district manager the next day.  When I receive that promised call, and the deliveries start coming without my having to call to complain, then I will accept the proffered response which seems, at this point, to be just wishful thinking on Amber's part [tho certainly not her fault]. Also, I need some verification that the year's subscription runs from 12.22.2013, since that is the first delivery I received.

Sincerely,

C***** ****

Business Response:

January 2, 2014

We certainly understand Ms. ****'s frustration.

Her delivery concerns have again been communicated to the distributor. In addition, a request has been sent to the Circulation Manager requesting that Ms. **** be contacted by phone and a plan put in place to correct her ongoing delivery issue. Please be assured that I will continue to follow-up until proper action is taken.

Again, our sincerest apologies. Clearly we have failed to deliver the quality service that Ms. **** deserves.

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

Customer Service Specialist

 

 

 

 

Consumer Response:  
Complaint: *******

I am rejecting this response because:

Despite the assurances that the matter is being looked into, I have yet to receive a Sunday paper without having to call in a non-delivery complaint.  While I did receive a call on Jan. 3d from a Mr. ***. ******* [apologies if this is misspelled] who left me a message indicating he oversees the distributors for my area and was addressing the matter,  2 more Sundays have passed since then without any resolution to the actual issue of said non-delivery.

This irritation is exacerbated by the fact that I am STILL experiencing difficulties in using the 'automated attendant' for calling in a non-delivery complaint--despite repeated requests that a defunct account be removed from their records, it remains--which means that  I cannot make a 'simple' [if six steps can be called that] non-delivery complaint call without having to resort to the additional steps relating to input of my current account number.  This is not something I want to have to do EVERY SUNDAY at 9am when I would much rather be sleeping-in.

Must  I place a sign on on my driveway every Sunday to remind the delivery person who seems not to have any functional method of recognizing a delivery point?
Or perhaps  the person who has been delivering the 'replacement' paper after each non-delivery complaint could be persuaded to just stop by before 9am and sling one onto the driveway every Sunday, since it appears he/she is going to have to do it eventually anyway.

Sincerely grumpily,

C***** ****

Business Response:

January 22, 2014

BBB Case #*******

 

We certainly understand the complaintant’s frustration.

 

***** *******, Regional Manager, has recently spoken to her regarding the continued non-delivery of her Sunday paper. He has also spoken with the distributor on several occasions and is committed to getting this problem resolved.

 

Regarding our IVR system, we are aware of the flaw regarding phone numbers attached to old addresses. We have contacted the vendor who is working towards a fix. In the meantime, the account number must continue to be used in order to report a delivery issue through the IVR.

 

We realize that we have failed to deliver the quality service this subscriber deserves and will continue to do everything possible to resolve the problem.

 

 

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
Complaint: *******

I am rejecting this response because:

while I appreciate that the appropriate actions apparently are being taken, I have still no actual resolution of the matter of non-delivery. Until that becomes a non-issue, my complaint can never be resolved.

However, I do accept that the 'relevant parties' have done what they should in terms of addressing the problem. It may be that there is an unbridgeable gap between what is expected and what actually can be provided, given the sad circumstances of the hard-copy newspaper business these days-- I  doubt many people are clamoring to take on these 'delivery' jobs, so lackluster performance is tolerated when the alternative is to lose any of the few who remain willing. 

I believe I must resign myself to having to make a non-delivery call every Sunday;  now I merely hope that the purported 'automated system'  vendor is making suitable progress with its repairs so that the weekly call will be a slightly less arduous process.

You may feel free to end this complaint-tree, since I feel it no longer serves any useful purpose to continue repeating the same refrain from either party.

C***** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: After requesting numerous times to stop delivery of the Hartford Courants "Manchester Extra" newspaper it is still being delivered to my apartment building. All of the apartments have hilariously small mailboxes and I have missed numerous packages, some of them fairly important because the paper takes up the entire mailbox. I was told I would be taken off of the subscriber list even though I never signed up for it.

Desired Settlement: I would like for them to stop delivering the Manchester Extra to me. I understand it's a free newspaper but I throw it out every time I get it, none of the information contained in it is of use to me and it's a waste of paper to deliver it to someone who doesn't even want it.

Business Response:

January 11, 2013

BBB Case# *******

 

 

I’m writing in response to your concern submitted to the Better Business Bureau regarding the Manchester Extra advertising supplement being mailed to your home.

 

Your initial request to discontinue this mailing was forwarded to the appropriate department. I’m sorry to hear that you are still receiving unwanted delivery of the product.  I have forwarded another request stating that delivery of this product must cease.

 

Please accept our sincerest apology for the obvious inconvenience you have suffered. If you have any additional questions, please contact our customer service department at ************.

 

 

 

Sincerely,

 

 

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

Senior Customer Service Representative

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Problems with Product/Service | Complaint Details Unavailable
1/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a 6 month subscription. When the subscription ran out, I called the Hartford Courant and requested that my service be stopped. I purchased a coupon from ************* to receive the Hartford Courant for a much cheaper rate. The Courant did not stop my service and over a 30 day period I requested numerous times from the Courant to stop my service and honor my purchase through *************. Instead, the Courant put me into collections for $32.50 and now I am going to have a black mark on my perfect credit score. No one at the Courant will help...I can't even get my coupon, which I pre paid, honored. Can you please help with this matter?

Desired Settlement: I would like my account OUT OF COLLECTIONS. I do not want to be charged $32.50 for services that were not authorized nor requested nor contractually obligated to by me. Further, I would like an apology in the event that this has hit my credit score so that I can go to Experian and get relief and have my credit put back the way it should be. Finally, I want my coupon honored so I can receive the services I already paid for. Thank you for your help.

Business Response:

January 11, 2014

BBB Case# *******

 

 

I am writing in response to your concern submitted to the Better Business Bureau regarding continued delivery of your newspaper subscription and subsequent collection action.

 

We apologize that the several cancellation requests you made were not processed. Our records indicate that delivery of your newspaper subscription stopped on 08/22/13. The charge of $32.50, for the delivery period from 05/23/13 thru 08/21/13 has been cancelled and all account information has been updated with our collection agency. Please be assured that your good credit has in no way been affected.

Your request for a newspaper subscription was forwarded to our office by *******. At the time your request was received, our records did reflect an active daily and Sunday newspaper subscription to your household.  A request was forwarded to ******* to refund your payment. We value you as a former subscriber and will honor the discounted rate of $0.50 per week for a Thursday thru Sunday newspaper subscription to your household.  Please contact me directly at 860-241-3614 so that I may process your subscription request and payment for 52 weeks.

 

Sincerely,

 

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

Senior Customer Service Representative

 

Business Response:

January 16, 2014

BBB Case# *******

I am writing in response to the above noted BBB complaint.

I have personally spoken to the complainant and extended our sincerest apology for our failure to properly service her account. Her frustration is totally understandable.

A series of procedural mishaps caused her subscription to erroneously continue and then be sent to collections. A similar series of mishaps occurred resulting in her ******* refund not being processed. This clearly is not acceptable and we have reviewed proper procedures with the individuals involved.

******* has been contacted and per **** *********, a refund will be issued.

Again, we realize that we have failed this customer. It is our hope that we will regain her trust and that she will allow us the opportunity to better serve her in the future.

Sincerely,

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

Customer Service Specialist

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a subscriber for over 20 years, with only a handful of delivery issues in all that time. For the last WEEK, we have not received our paper on time, and when it does come, it is wet and/or at the end of our driveway near the road. I have called EVERY day this week and was put through to a supervisor once, who GUARANTEED me that I would hear from my regional office manager within 36 hours. It has been 5 days. I would like a phone call from a supervisor immediately, or please let me know how to contact a regional manager. If we cannot be guaranteed on-time delivery, we will cancel our subscription. I would like a return call immediately.

Desired Settlement: I would like to talk with the regional manager and find out why we aren't getting our newspaper on time EVERY day. If they cannot assure that they can fix these problems, we will cancel our subscription. We have had wonderful service for years. I cannot figure out what has been going on since the new year began (we assume a new delivery person) and, more importantly, why no one seems to care enough to contact a valued customer.

Business Response:

January 16, 2014

BBB Case #*******

This letter in being sent in response to the above noted BBB complaint.

Please accept our sincere apology for the obvious frustration and inconvenience you have suffered as a result of our failure to deliver your newspaper on time and in good condition.

A one week’s courtesy credit in the amount of $6.** has been placed on your account. An email has also been sent to the regional manager requesting that he call you to resolve this issue.

You are a valued subscriber and we thank you for your patience.

Sincerely,

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

Senior Customer Service Representative  

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving four or more calls a day from them for weeks now. I have told them them nicely that I am not interested and have spoken to the manager about the incessant calls, but it has continued. It has become extremely frustrating. I do not understand how they feel harassment is a good way to earn any new customers.

Desired Settlement: I request that this incessant calling be put to an end and to be removed from their call list.

Business Response:

January 7, 2014

BBB Case #*******

 

I’m writing in response to the above noted Better Business Bureau complaint. 


An email request has been sent asking for the complaintant’s telephone number. Once a response is received, the number will be placed on our do-not-call list. Please note that requests take 7-10 days for processing. 


Sincerely,

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

Senior Customer Service Representative

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/18/13 I submitted Check No. **** to The Hartford Courant for the amount of $208.79 to continue my subscription to the newspaper for the period ending on 12/10/14. My bank statement shows that the check was received and cashed by the Courant's payment office. My present subscription ended on 12/9/13 and the renewed subscription was to start today (12/10/13). I did not receive the newspaper. I called the Courant today 3 times, and each time I was told I would receive the newspaper shortly.It is now 11:45 a.m. and no newspaper has been delivered. Either deliver the newspaper or return my money back.

Desired Settlement: Continue with the newspaper delivery or return my $208.79.

Business Response:

December 20, 2013

BBB Case # *******

I’m writing in response to your concern submitted to the Better Business Bureau reference your Hartford Courant newspaper subscription.  Please accept our sincerest apology for any misunderstanding which resulted from the 2 renewal invoices mailed to your household.  Our records reflect, per a telephone call to our Customer Service Department on 11/04/13, your account was placed on the discounted rate of $4.00 per week.  Also, per a telephone call to our Customer Service Department on 11/11/13 your request to discontinue the delivery service on 12/10/13 was processed. 

Your payment of $208.79 was received on 11/21/13.   Per your telephone call to our Customer Service Department on 12/10/13, your request to deliver a copy of 12/10/13 newspaper was forwarded to the local distributor and delivery service was reinstated for 12/11/13. We thank you for your payment. Your account is paid thru 12/11/14.

Again, you have our sincerest apology for the obvious inconvenience and concern that you have experienced.  If you have any additional questions, please contact our Customer Service Department at ************.

Sincerely,

Carmen Torelli

Senior Customer Service Representative

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a collections noticed for $9.68. I did not renew my paper and cancelled it. I had to pay this to keep my credit at excellent.

Desired Settlement: I sent in a check for 9.68 to a collection agency. I want you to refund this money to me as I cancelled my paper. I have NEVER had a collections agency request money from me. All my bills are paid on time and I overpay most of them. I will NEVER use your paper again. Any phone calls from your paper will be considered harassment.

Business Response:

Complaint ID *******

Ms. ********, please accept our sincerest apology for the obvious concern and frustration you have suffered as a result of your account being erroneously sent to collections. Our records indicate that a credit of $9.68 has been applied to the account and that a full refund will be issued.

We are sorry to lose you as a subscriber. It is our sincere hope that we will have the opportunity to better serve you in the future.

Sincerely,

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

Customer Service Specialist

 

 

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I continue to receive weekly advertisements in my mailbox that was not requested by me, even after sending them a few online messages telling them to stop.

Desired Settlement: I would like them to stop sending the weekly advertisement circulars to my mailbox and remove my address from their mailing list.

Business Response:

December 10, 2013

BBB Case# *******

I’m writing in response to your concern submitted to the Better Business Bureau regarding unwanted Hartford Courant advertising supplements being mailed to your home.

Your request to discontinue delivery of our ******* product and remove your address from our mailing list has been forwarded to the appropriate departments. Please note that cancellation requests for our ** ***** product can take up to three weeks for processing.  Also, your address will be removed from our mailing list within 30-45 days.

Please accept our sincerest apology for the obvious concern and inconvenience you have experienced due to continued delivery of our product. If you have any additional questions, please contact our customer service department at ************.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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.

Sincerely,
******* **************

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After complaining about billing and payment harassment from Customer Service my morning delivery of the paper has stopped, creating a huge problem to me. Complaining about being harassed and correcting the billing issue has introduced additional harassment issues to me. It does not appear the situation of having 2 subscriptions in place at the same address was properly corrected. I am concerned what the Hartford Courant will do next. Its not right I have to spend all this time to correct their issues.

Desired Settlement: CORRECT THE PROBLEM AND STOP HARASSING ME

Business Response:

December 04, 2013

BBB Case# *******

I’m writing in response to your concern submitted to the Better Business Bureau.

Please accept our sincerest apology for the inconvenience you’ve suffered as a result of your newspaper delivery issues. Please be assured that we have addressed these concerns with the local distributor for immediate resolution.

Our records reflect your Thursday through Sunday newspaper subscription is paid thru 03/20/14.  The 2nd subscription at the household was stopped on 11/28/13. All charges have been cancelled and the account information has been updated to prevent further calls from being received at your household.

You are a valued subscriber and we will do everything possible to ensure that you consistently receive a newspaper every Thursday through Sunday. If you have any additional questions, please contact our customer service center at ************.

 

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WE PAID OFF OUR BILL IN JUNE & TOLD THEM WE NO LONGER WANTED THE PAPER. We now received a bill stateing that we are in collections for 46.15. I was told that this was for papers delivered between June & Sept. Which we never received! They said that they would look into it. That was on 10/30. I called again on 11/7 to check on it seeing I had not heard anything. They said that they were still looking into it. My husband just called me & told me to look outside. There is a newspaper in our driveway. I called & screamed at Erin to get someone down here to get this paper out of my driveway!! We are sick & tired of the Aggravation they have caused.

Desired Settlement: We want an Apology letter sent to all 3 Credit Bureaus & ourselves stating that this has been taken care of. I just received a call from ***** that he will take care of everything but he does not know how to get us and the 3 Credit Bureaus the letter we are asking for. We have NEVER been sent to collections! We want that Letter! Please Help!!!!! Thank you!

Business Response:

November 11, 2013

BBB Case# *******

I am writing in response to your concern submitted to the Better Business Bureau regarding your newspaper subscription. Please accept our apology for our failure to stop your subscription when requested and the subsequent collections activity that followed.

Our records indicate that your subscription was stopped on 09/08/13. The balance of $46.15 has been closed out and your account has been removed from collections. Please be assured that your good credit rating has in no way been affected. We have also contacted the local distributor to ensure that the contractor does not continue to erroneously deliver to your address.

Again, we apologize for the obvious concern and frustration you have experienced.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:

 
Complaint: *******

I am rejecting this response because: I just checked & there is still a balance on this account of 46.15. Nothing has been done !!

 I also still want som thing in print stateing that this was taken care of.

Sincerely,

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

Business Response:

Our records indicate that the balance of $46.15 was written off of ***** *******' account on 11/08/13. As of this date, our system reflects a 0 balance on this account.

Sincerely,

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

Senior Customer Service Representative

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2013 Problems with Product/Service | Complaint Details Unavailable
12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do not want to get ads from the htfd courant at the end of my driveway in a plastic bag or in the mail.I am tired of having them stop my snowblower or having to throw them away.Calling the out of country customer service line is a waste of time.I do not subscribe to this paper and do not want to be used to inflate the subscription numbers.I hope they close.

Desired Settlement: Stop the delivery of ads .

Business Response:

November 13, 2013

BBB Case# 9797751

I’m writing in response to your concern submitted to the Better Business Bureau regarding unwanted Hartford Courant advertising supplements being delivered and mailed to your home.

Your request to discontinue delivery of our CTShops product has been forwarded to the appropriate department. Please note that cancellation requests can take up to three weeks for processing. We sincerely apologize for any inconvenience that delivery may cause during the cancellation period.

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time in 3 months that we haven't received a paper. The first time we canceled the subscription. This was after calling every hour on a Sun for our paper and being promised it would be delivered, which it never was. When i called on Monday they said that they already delivered it which never happened. The second time which is today, 20 Oct 2013, We didn't get our paper. I called 4 times though the day. First time was a answering machine, second time i talked to a person, the third time i believe i got the same person and request the supervisor. In a not so nice tone asked why do you want a supervisor? and both times assured me the paper would be delivered, and the fourth time I got a answering machine and told me they weren't delivering anymore and would refund my account.

Desired Settlement: I want my Sunday Paper. I do not want a refund.

Business Response:

October 24, 2013

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

I’m writing in response to your concern submitted to the Better Business Bureau.

Please accept our sincerest apology for the inconvenience you’ve suffered as a result of your newspaper delivery issues. We were sorry to learn that your concerns were not addressed promptly. Please be assured that we have addressed these concerns with the local distributor for immediate resolution.

You are a valued subscriber and we will do everything possible to ensure that you receive a newspaper delivery Thursday through Sunday.  Please contact our customer service department at ************ should you have any questions regarding this matter.

Sincerely,

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

Senior Customer Service Representative

Business Response:

November 25, 2013

BBB Case# *******

Your initial delivery concern sent to the Better Business Bureau was forwarded to the local distributor for resolution.  A representative from the distribution office called your home and left a message for you to please contact them directly. I’m sorry to learn that your Sunday 10/20/13 newspaper was delivered on 10/21/13 and that your 10/24/13 and 10/25/13 were not delivered at all.  Your account has been credited for these three papers.

The local distributor, as well as our Operations Manager, have been notified and made aware of the ongoing problem you have experienced. We value you as a subscriber and will do everything possible to ensure you receive a newspaper every Thursday through Sunday going forward.

Again, we apologize for the obvious frustration you have suffered as a result of our failure to consistently deliver your paper.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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.

Sincerely,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: I am writing to you regarding a letter I received from a collection agency on Behalf of the Hartford Courant. This debt collector ******* ********** ***** seems to think that we owe the Courant $107.08. I cannot figure out why you would possibly be seeking this money but I did try to call the customer service department at ************ to discuss this matter. However, it was impossible to reach a live person and my only telephonic option seemed to be to renew my subscription by pressing certain keys on the telephone. So, I tried to email to resolve this issue and I received a bounceback email from the address "********************" The message stated that "Your message can't be delivered because delivery to this address is restricted". Because I could not reach the Courant to discuss live via normal channels I resorted to the BBB and I hope this approach will resolve the situation.I was a loyal Hartford Courant subscriber for many years (Account #********* ***** ************). Each year when we received the subscription notice, I paid, in full, by check for a years renewal in one lump sum. This past spring we made a conscious decision NOT to renew. As a result, I did not respond to the Courants solicitation to renew my subscription and we did not send a check. In fact, we gave absolutely no indication that we wanted to continue receiving the Courant.So at this time, I am puzzled why you could possibly be sending me a bill let alone referring this to a debt collector. Please update your records and immediately cease any attempt to collect money from us or I will be forced to take additional steps to address this erroneous attempt to collect a debt.

Desired Settlement: I seek two things:1) Remove the disputed charges and assure that this debt collector does not contact us any more AND that this is not reported to any credit agencies as an uncollected debt2) Someone should review the Courant's phone and mail customer service options - currently is seems almost like you do not want customers to be able to reach you

Business Response:

November 06, 2013

BBB Case# *******

I am writing in response to your concern submitted to the Better Business Bureau regarding continuous delivery of your newspaper subscription. Our policy, which appears on all invoices and marketing pieces, states:

This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, call us at ###-###-#### local at ###-###-#### outside of the Hartford area.

Please do not write or send any correspondence in the reply envelope.

We sincerely apologize for the inconvenience you experienced in trying to resolve this matter.  Our records indicate that your newspaper delivery was stopped on 07/31/13. Per your request, the assessed charges of $107.08 have been cancelled and your account has been removed from collections. Please be assured that your good credit rating has in no way been affected.

I hope the information provided is helpful. Please contact our customer service department at ###-###-#### should you have any further questions regarding this matter.

Sincerely,

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

Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/13/2013 Billing/Collection Issues | Complaint Details Unavailable
10/22/2013 Billing/Collection Issues | Complaint Details Unavailable
10/22/2013 Billing/Collection Issues | Complaint Details Unavailable
10/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Hartford Courant has stopped adding vacation stop credits to a current subscription unless the vacation is 29 days or more. Since when? This is fraud. It also puts $28.00 in their pockets. This is not advertised and unless you call teir out of country call center---who would know. Is this legal? Product_Or_Service: newspaper delivery Account_Number: subscription

Desired Settlement: DesiredSettlementID: Other (requires explanation) This should be investigated as to legality. I want a complaint filed.

Business Response:

September 17, 2013

BBB Case *********

This letter is in response to your concerns submitted to the Better Business Bureau.

Over the years, The Courant has evolved into a media service organization, much like our local cable companies. When customers subscribe, we agree to make home delivery service available through a period of time, regardless of when or how often our product is used. The Hartford Courant vacation policy was changed in December of 2011, and since that time, the following verbiage appears on all invoices:

“Adjustments and service credits extend your expiration date and are reflected in your pay through dates. Vacation stops do not extend your expiration date.”

Additionally, this policy change can also be found in our Publisher’s box on page A2 of the newspaper and on the FAQ page of our website www.courant.com listed under Courant Services.

Please be assured that we appreciate your concerns regarding our vacation no credit policy, and that upper management has been informed.  You are a valued subscriber and we thank you for your feedback.

Sincerely,

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

Senior Customer Service Representative

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Receiving bills for service not rendered. In November '12, I purchased a 6-month subscription. Service began promptly in the next few weeks. I stopped receiving my newspaper approximately 7 weeks later. I have contacted the Customer Service department on 3 seperate occasions within 2 weeks of not receiving the service, and told delivery would resume. Delivery did not resume, and am still owed 4 months and 1 week of newspaper delivery. I have since been receiving bills for service from May '13 going forward, and have not received any delivery. I have been receiving phone calls on an almost daily basis, even after describing my situation with the person, and being told NEVER to call me again. Product_Or_Service: Newspaper home delivery Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I would like a refund of the 4 months and 1 week of service I have not received, and I want the phone calls and billing for service not rendered to cease.

Business Response:

September 17, 2013

BBB ***** *******

I’m writing in response to your concern submitted to the Better Business Bureau. Please accept our sincere apology for the inconvenience caused by your newspaper delivery issues. The local distributor has been notified and made aware of the ongoing problem you experienced.

Our records reflect that your delivery service has been stopped. In addition, a refund request in the amount of $14.25 for the 19 weeks of undelivered papers was processed on 09/17/13. You should expect your check to arrive via **** within the next 2-3 weeks.

Again, we apologize for the obvious frustration you have suffered as a result of our failure to consistently deliver your paper. Should you decide to resume your subscription, we will do our best to better serve you in the future.

Sincerely,

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

Senior Customer Service Representative

Consumer Response:  
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.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The billing representatives were unable to provide correct information resulting in my having to pay late charges to A.R.M. Solutions, Inc. The billing representatives were unable to provide satisfactory customer service despite repeated attempts by me to close my account and pay the fill amount due, according to the information I was provided by the Hartford Courant.

Desired Settlement: I would like a refund of the $8.17 that I incurred in late payment fees due to the incompetence of the Hartford Courant billing staff.

Business Response: Business Response /* (1000, 5, 2013/09/03) */ I am writing in response to your concern submitted to the Better Business Bureau regarding recent activity on your Hartford Courant newspaper subscription. Our records reflect that delivery of your Sunday paper was stopped on 06/02/13. Your payment of $14.14 to Arms Solutions paid for your newspaper subscription from 03/24/13 through 05/26/13. No late fees were incurred. Our records also reflect a recent charge to your credit card in the amount of $5.97. This transaction was processed in error and a refund to your credit card has been requested. We apologize for this unusual mishap and the obvious concern and inconvenience you have suffered. Should you decide to resume your subscription, we will do our best to better serve you in the future. Sincerely, ****** ******* Senior Customer Service Representative Consumer Response /* (2110, 7, 2013/09/05) */ (The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have not received a paper in 3 days... I called several times and have received no resolution Would like my papers

Desired Settlement: Need my 6/27 & 6/28 paper

Business Response: Business Response /* (1000, 5, 2013/07/16) */ July 16, 2013 BBB Case #XXXXXXXX HC Account# XXXXXXXX I'm writing in response to your concern submitted to the Better Business Bureau. Please accept our sincerest apology for the inconsistent delivery of your Hartford Courant newspaper. We have addressed your delivery concern with the local distributor for immediate resolution. As requested, 06/27/13 and 06/28/13 newspaper was delivered by the local distributor on 07/10/13. We value you as a subscriber and will do everything possible to ensure you receive a newspaper every Thursday to Sunday. Please contact me directly at XXX-XXX-XXXX should you have any further questions in reference to your concern. Sincerely, ****** ******* Senior Customer Service Representative The Hartford Courant

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Have subscribed to the Hartford Courant for several years. Past 2-3 months the delivery of the paper has been deplorable. The paper doesn't come during the "guaranteed delivery time". When I call customer service, I get the canned response, stating my account will be credited. When I ask to speak with a supervisor I am told I cannot. When I ask for that supervisor's name, I am told that can't be given out. One week ago when I called for at least the sixth time in the past 3 weeks, I was told I would "be guaranteed the district manager will call me in 24-48 hours". I am still waiting for that call. Today, after walking a quarter of a mile three times to the paper box in 85 degree heat, I still do not have my paper as of 9:35 AM. I called twice this morning, first time to register that I did not get the paper; second time the message "guaranteed" I would receive the paper today". When I asked again to speak with a supervisor, the customer service rep stated she would put in a request in for an urgent a call back from the district manager for today. She guaranteed I will get a call today. Based on history, I do not believe it. Product_Or_Service: The Hartford Courant Account_Number: home delivery

Desired Settlement: DesiredSettlementID: No settlement requested - for I expect the Hartford Courant should maintain what it advertises and what customers pay for - the delivery of a morning paper in the allotted time. If a problem arises, it should be handled as the voice-mail response states, that it will be delivered. The Hartford Courant provides a service the same as many other companies and should maintain the minimal standard. I would expect there should be some sort of quality management within the company to improve customer service.

Business Response: Business Response /* (1000, 5, 2013/07/16) */ July 16, 2013 BBB Case #XXXXXXXX HC Account# XXXXXXXX I'm writing in response to your concern submitted to the Better Business Bureau. Please accept my sincerest apology for the inconvenience caused by the delivery issues of your Hartford Courant newspaper. I'm sorry to learn that you did not receive a call as requested from our local office and that your concerns regarding missed papers were not addressed promptly. We have addressed these concerns with the local distributor for immediate resolution. We value you as a subscriber and will do everything to ensure that you receive a newspaper every day. Please contact me directly should you have any questions regarding this matter, XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative The Hartford Courant

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subsciption on May 26 and was told that it would take 3 weeks for the refund to come After one month I still had not recieved it tried calling got nowhere wrote an email and was told it is 3-4 weeks it is now July 19 I have emailed a few more times no responses and still no refund check I can not speak to anyone in the US because every time I had called their number I got the Phillipine and was given a different answers every time I am completely frustrated that I can not recieve any money from them (I had a half year left on the subscription -$22 but at this point I want my entire $51 back and be done with them ) Product_Or_Service: years subscription for Thurs, Sat, Sun papers

Desired Settlement: DesiredSettlementID: Refund see above send me $51

Business Response: Consumer Response /* (-101, 5, 2013/07/24) */ From: ********** (mailto:******@peoplepc.com) Sent: Tuesday, July 23, XXXX X:XX PM To: Better Business Bureau (Do Not Reply To This Email Address) Subject: (SPAM) Re: BBB Complaint Case#84121415(Ref#XX-XXXX-XXXXXXXX-X-XXX) Importance: Low I received in the mail today a check for $22 dated July 18 so it took from May 28 until July 18 to get me the refund. I am not happy that it had to take this long-- almost 2 months for something I was told was a 2-3 week process but I guess I have to be satisfied that it is over--- I will never get their paper again and will tell all about my terrible experience with them I would love to get the whole amount just in principal but will not expect it ***** ****** -----Original Message-----

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stopped the delivery of our newspaper when we went on vacation. When we arrived back home, the papers had been delivered. I called the newspaper because I wanted to make sure I had not been charged for the papers and to let them know they had delivered while we were away alerting passerbys to the fact that we were not home. I also wanted to enter another vacation stop. When I asked if the stop had been entered I was told it had been. When I asked what my expiration date was prior to the stop and after the subscription was extended by the number of days we were away, I was informed that the Courant no longer credits you for vacation time under 28 days even if you enter a stop of delivery. You are still charged for the paper even during the time your subscription is stopped. I couldn't believe the policy change, especially with the fact that they never notified the consumers of this change.How can it be legal for them to charge you for something you do not receive. I then asked if I had been credited for days when we never received the paper during the bad snow storms and the delivery driver could not deliver the paper. The lady, very rudly told me that she did not know what I did not understand but that NO credit is ever issued for any reason unless you stop your paper for MORE THAN 28 days.

Desired Settlement: DesiredSettlementID: Refund I am owed for a total of two weeks' cost of delivery for storm related missed papers and for my vacation time that the paper was stopped for.

Business Response: Business Response /* (1000, 5, 2013/07/18) */ July 12, 2013 BBB Case #XXXXXXXX HC Account# XXXXXXXX This letter is in response to your concerns submitted to the Better Business Bureau. We are sorry to learn that newspapers from 05/09/13 to 05/15/13 were delivered to your home in error. We apologize for this mishap and the obvious concern that resulted. Please be assured that the local distributor has been contacted in order to prevent any future occurrence. Over the years,The Courant has evolved into a media service organization, much like our local cable companies. When customers subscribe, we agree to make home delivery service available through a period of time, regardless of when or how often our product is used. The Hartford Courant vacation policy was changed in December of 2011, and since that time, the following verbiage appears on all invoices: "Adjustments for service credits extend your expiration date and are reflected in new delivery dates. Vacation holds do not extend your expiration date." Additionally, this policy change can also be found in our Publisher's box on page A2 of the newspaper and on the FAQ page of our website www.courant.com listed under Courant Services. We appreciate your feedback and have applied a one-time credit of $4.85 for your most recent vacation stop from. Your account has also been credited for two weeks of missed papers due to the storm. These adjustments have extended your account expiration date to 08/17/13. You are a valued subscriber and we thank you for your feedback. If I can be of further assistance, please contact me directly at XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did not agree with a continuous subscription and sent a check for 1 year. I am told by them that by accepting the paper I agreed to this "contract" When I accepted the subscription, I purposely didn't pay with a credit card because I didn't want to be trapped into a continuing subscription at any price they might choose to charge. In this case an increase of about 100%. I was called every day for the last 2 or 3 months by the marketing department. I told them I did not want to pay 100% more for the renewal. When the paper stopped coming a few days ago, I called to inquire about a new subscription at the price their inserts and flyers offer. I was informed that I owed $27 from March 10 to June 9 and they were turning this over to collections if I didn't want to renew at Approximately $100 a year. I got nowhere explaining that I never agree to this practice and that is why I paid for one year by check. Perhaps I should write to TBL with this scam.

Desired Settlement: Stop using this unethical practice. Do not try to collect the "unpaid balance" for papers delivered after the end of my subscription.

Business Response: Business Response /* (1000, 5, 2013/06/25) */ June 25, 2013 BBB Case# XXXXXXXX Account# XXXXXXXX I am writing in response to your concern submitted to the Better Business Bureau regarding continuous delivery of your newspaper. Our policy, which appears on all invoices and marketing pieces, states: This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, call us at XXX-XXX-XXXX local or X-XXX-XXX-XXXX outside of the Hartford area.Please do not write or send any correspondence in the reply envelope. Our records reflect that delivery of your newspaper was stopped on 06/13/13. While the charges of $27.16 for the delivery period from 03/10/13 thru 06/09/13 were appropriate per our continuous subscription policy, we have honored your request and closed out the full balance of $27.16. If I can be of further assistance, please contact me directly at XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received April statement to renew newspaper subscription. I returned the billing coupon to Hartford Courant with note written on it to CANCEL my subscription at the end of delivery service which was 5/30/2013. I gave it a few days figuring it would take a little while before they communicated delivery changes to the delivery person. I finally got a chance to call the Courant on 6/6 and asked why they continue to deliver papers when I had sent written request to cancel my subscription. I was told that this is handled in different dept and the only way to cancel subscription was to call or go on-line. I told the rep since I was on the phone I wanted to confirm that I wanted to CANCEL my service immediately. I have continued to receive papers!!!! I got a chance to call the customer service again this morning to let them know that this was my 3rd attempt at getting this subscription canceled. They told me that I owed $20.03 to cover deliveries from 5/31 - 6/19 as I had not officially canceled my subscription on 6/6 when I originally called. I told them to listen to their phone tapes from 6/6 between 5 - 5:30 pm and they will see that I specifically stated to cancel NOW. therefore I feel that if I owe them anything it would only be from 5/31 - 6/6 but not more. I was told my subscription would now be canceled but would get a bill for $20.03 since I got papers during that time. I explained that I did my duty by following their practice of 'calling' to cancel paper on 6/6 but they did not so why should I pay for their mistake? The amount isn't much but it is the principle and I'm tired of businesses taking advantage of consumers. (A similar matter happened to my mom a few years ago and she was in her 80's!!!)

Desired Settlement: DesiredSettlementID: Other (requires explanation) not charge me for services beyond 6/6 which is my official cancellation notification date

Business Response: Business Response /* (1000, 5, 2013/06/24) */ June 21, 2013 BBB Case# XXXXXXXX HC Acct# XXXXXXXX I am writing in response to your concern submitted to the Better Business Bureau regarding continuous delivery of your newspaper. Our policy, which appears on all invoices and marketing pieces, states: This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, call us at XXX-XXX-XXXX local or X-XXX-XXX-XXXX outside of the Hartford area. Please do not write or send any correspondence in the reply envelope. We apologize that your cancellation request phoned in to our customer service department was not processed. Delivery of your newspaper subscription stopped on 06/20/13 and the charges of $20.03 for have been cancelled. If I can be of further assistance, please contact me directly at XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved from Ellington CT to South Windsor CT. I tried to start a new subscription because it had been more than 30 days since I had an active subscription with the Hartford Courant which is their requirement. I sent an offer card (6 months of Thursday through Sunday service @ $19.50)with a personal check to the Hartford Courant. I was told they could not honor that offer and that they would refund my money. They just refunded my money to someone else I live with which I don't understand. Product_Or_Service: newspaper

Desired Settlement: DesiredSettlementID: Refund JUST WANT MY MONEY BACK. I will subscribe to the ******* *********

Business Response: Business Response /* (1000, 5, 2013/06/28) */ June 28, 2013 BBB Case# XXXXXXXX I am writing in response to your concern submitted to the Better Business Bureau regarding the error made on your recent refund. Our records indicate that you were contacted by our Finance Department and that a new refund has been processed. Please accept our sincere apology for the obvious concern and inconvenience you have suffered as a result of this mishap. If I can be of further assistance, please contact me directly at XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for the Hartford Courant newspaper through April 2013. They tried to auto bill my credit card for $99 for another years subscription without my approval. I called them to complain and request a refund and told them to cancel the paper in May 2013. Hartford Courant called me today to ask about starting my paper again and I replied No, it is to expensive for the little use I get out of reading the paper. They informed me I owe $35 for April - June 10th newspapers. They said they continued the newspaper delivery until the customer calls to cancel it and bill me at their current rates. Is this practice of continuing delivery without my approval legal? I cancelled the paper in May so why do I owe for 2 months?Thank ******** **** Product_Or_Service: Newspaper

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my account credited for the $35.00 since I did not authorize them to continue delivery of the newspaper beyond April 2013.

Business Response: Business Response /* (1000, 5, 2013/06/14) */ June 14, 2013 BBB Case #XXXXXXXX I'm writing in response to your concern submitted to the Better Business Bureau regarding our continuous subscription policy. When you originally signed-up for home delivery, you agreed to have your subscription payment charged to your credit card every 26 weeks. Also, the price increase communication mailed to you on 11/30/12 contained the following verbiage: This is a continuous subscription. You have the right to cancel at any time. If you have any questions about this notice, please contact us at ************ (local) or ************** (outside of Hartford). Per your call to our customer service department on 05/14/13, the 04/09/13 subscription charge of $92.30 was credited back to your Visa card. We apologize for the misunderstanding regarding your cancellation request on that date. A stop was placed on your account effective 06/13/13 and the balance of $35.29 has been closed out. I hope the information provided is satisfactory. If I can be of further assistance, please contact me directly at XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative The Hartford Courant

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered a subscription from the Courant months ago. We specifically asked for our subscription not to be automatically renewed. After a few weeks of receiving the paper we did not get it delivered for many many weeks. We were told we would be credited for the papers we never received. After our subscription was over we did not renew it but the Hartford Courant kept sending us papers. Apparently they renewed our subscription without telling us and now we get bills for a subscription we never ordered or wanted. After calling them to fix this problem we received another bill. We NEVER wanted to renew our newspaper. Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Take care of the bills you keep sending.

Business Response: Business Response /* (1000, 5, 2013/06/14) */ June 15, 2013 BBB Case #: XXXXXXXX HC Account#: XXXXXXXX I am writing in response to your concern submitted to the Better Business Bureau regarding continuous delivery of your newspaper and subsequent bills received. Our policy, which appears on all invoices and marketing pieces, states: This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, you must call us at XXX-XXX-XXXX local or at X-XXX-XXX-XXXXoutside the Hartford area. Our records indicate that newspaper delivery to your home was stopped on 5/26/13 per your phone request on 5/22/13. We have also closed out the outstanding balance of $21.15 on the account. We apologize for the confusion surrounding your subscription. If you have any additional questions, please contact me at XXX-XXX-XXXX Sincerely, ****** ******* Senior Customer Service Representative The Hartford Courant

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is that I continue to receive direct mail from the Hartford Courant even though I have written emails asking them to stop. Specifically, I receive mail from CtShopHere and Valumail. I was never a customer of the Hartford Courant and they should not be contacting me. I don't appreciate being spammed continuously, especially given the fact that I have asked them to stop.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them and all of their subsidiaries to stop sending me mail. My address ***** ******** **************** ** XXXXX

Business Response: Business Response /* (1000, 5, 2013/06/05) */ June 05, 2013 BBB Case# XXXXXXXX I'm writing in response to your concern submitted to the Better Business Bureau regarding unwanted Hartford Courant mail and advertising supplements being delivered to your home. Your request to discontinue delivery of our CTShops and ValuMail products was forwarded to the appropriate department on Wednesday, June 5. Please note that cancellation of the CTShops product takes up to three weeks for processing and discontinuation of the ValuMail monthly product can take up to six weeks. We sincerely apologize for the misunderstanding regarding your initial request to discontinue delivery of our advertising supplements. We also regret any inconvenience that continued delivery of these products may cause during the cancellation processing period. I hope the information provided is helpful. If I can be of further assistance, please contact me directly at XXX-XXX-XXXX. Sincerely, ****** ******* Senior Customer Service Representative

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Billed for Delivery that I did not approve Failed to end my prepaid subscription and say that the subscription could only terminated in writing I purchased a special subscription for a set price from an older man at the local supermarket I paid for the subscription in full No contract was signed just a small receipt given and a small form filled out by the sales rep. During the time of the subscription the carrier failed to enclose local retailer coupons (i called and complained)and carelessly left the paper out exposed to the weather elements. When the duration of the period was complete a rep from the paper called and asked if I would like to continue and I refused to purchase or renew the service. Now a year later or recently I am receiving calls from a collection agency saying that I owe the Hartford Courant money and that in order for me to have discontinue the service it had to be in writing which was nor stipulated at point of sale I purchased for a set duration

Desired Settlement: This is a scam and I would like to have this resolved

Business Response: Business Response /* (1000, 5, 2013/04/18) */ April 18, 2013 BBB Case #: XXXXXXXX HC Account#: XXXXXXXX I am writing in response to your concern submitted to the Better Business Bureau regarding continuous delivery of your newspaper. Our policy, which appears on all invoices and marketing pieces, states: This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, you must call us at XXX-XXX-XXXX local or at X-XXX-XXX-XXXXoutside the Hartford area. The outstanding balance of $27.72 has been closed, and your account has been removed from all collection activity. Please be assured that your good credit rating has in no way been affected. If you have any additional questions, please feel free to contact me at XXX-XXX-XXXX or by email at *****@courant.com. Sincerely, ****** ****** Senior Customer Service Representative The Hartford Courant

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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