BBB Business Review

BBB Accredited Business since 12/26/2000

Springfield News-Sun

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Phone: (800) 441-6397Fax: (937) 328-02271611 S. Main St., DaytonOH 45409

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BBB Accreditation

A BBB Accredited Business since 12/26/2000

BBB has determined that Springfield News-Sun 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 13 factors. Get the details about the factors considered.

Factors that raised Springfield News-Sun's rating include:

  • Length of time business has been operating.
  • Response to 18 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

18 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues2
Delivery Issues9
Problems with Product / Service6
Guarantee / Warranty Issues0
Total Closed Complaints 18

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Springfield News-Sun

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (18)BBB Closure Definitions
03/10/2015Delivery Issues | Read Complaint Details
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Complaint
No paper since subscription started in Oct 2014
Subscribed for home delivery in October 2014. Have not received a newspaper and it's February. Have called the better part of half a dozen times. Keep getting told that they will credit our account. Called 3 weeks ago and told the supervisor that we wanted our money back, he said he'd look into and call us back "tomorrow" and the call never came. I am extremely fed up with the situation and am tired of being given the runaround. My husband has been handling the whole thing since I'm not nearly as patient with having my money essentially stolen from me. And being told I can read the paper online... not what I PAID for!!! Spoke to supervisor **** (wasn't offered a last name) each time we called. Account number XXXXXX. Just want my money back!

Desired Settlement
I don't want offers of more papers. I want my money back. All of it! I have zero trust for this company and their lack of follow through has been shared with anyone I know who will listen.

Business Response
We sincerely regret the inconvenience to the customer. We will process a refund for the full amount paid $56.91 and stop the account.

Consumer Response
Now, I'm extremely angry. After getting the desired response from the newspaper, they called my husband today, and said we had an outstanding balance!!! How is this when we have received NOTHING!!!!!!!!!!!!!!!

Final Business Response
We are looking into this issue and will contact the customer directly to resolve quickly.

01/26/2015Advertising / Sales Issues | Read Complaint Details
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Complaint
I did not get any of my store ads or coupons in my sunday papers.
No store or coupons in Sunday papers

Desired Settlement
I think I should get my papers resent or for free and I should get a refund of my payment

Business Response
We sincerely regret the customer's experience. We will give credit to the customer's account for missing ads. We need to know the specific dates in question and we will credit the customer's account appropriately.

10/30/2014Billing / Collection Issues | Read Complaint Details
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Complaint
have been billed over a year with no paper called 4 times complained and asked to stop being billed and refund and found yet another charge for paper

had been a customer for couple years had it charged on debit card monthly, after getting new debit cards they stated needed to get new payment option we never gave new number , and decided to cancel and the paper stopped coming and we thought we were cancelled but for the last almost year have been charged on old account number and never recieved a paper! called several times and complained asking for credit and paper for all the times we paid and to stop charging card. after 3 more calls still no credit and no paper and still seeing a charge for the paper yet again after the girl said clearly i have taken it off automatic billing andcancelled that card.

Desired Settlement
year free of delivery of paper to my home
and to stop billing my card and take it off the automatic billing

Business Response
We are researching the issues with our billing and distribution teams. We will respond with additional detail within 48 hours.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have heard that response for almost a year , stating looking into it, and supervisor will get back to me.
None which has happened. It's hard to believe I hope it's the case however can't say I'm satisfied until it's done. I feel as they are stalling as they have in the past hoping I will just go away.

Final Business Response
We have researched the consumer's subscription record. Our records indicate that the customer first called our office on April 25, 2014 and complained that she had not received her paper. She advised that she had experienced delivery issues since November, but there is no record of any calls from the consumer to advise of any serivce issues unitl April.
In the call on April 25, the representative noted the account that they were contacting the distribution team because the subscriber was not getting papers.
No further delivery complaints were called in, so we thought the problem had been resolved.
If a customer is not receiving their paper, it is necessary for them to notify us of the problem. Otherwise, we cannot correct the issue.
The next call recorded to our offices was 4 months later on August 14.
It had not been apparent to us that the consumer wished to end her subscription and get a refund.

It is the customer's responsibility to notify us of any serivce issues so we can resolve them and in addition,to monitor their credit card statement for any unwanted charges and advise in a timely manner.

We have refunded the subscriber $17.98 and stopped any recurring charges to her card.

Since the customer states that she requested a permanent stop on her subscription in April and that her delivery serivce prior to April was not acceptable we will refund the customer for payments made from November 2013 to October 2014. Subtracting the amount already refunded, this results in an additional refund of %90.67.

This refund will be processed to the customer's credit card. We have permanently cancelled the subscribers account and she will stop recieving papers.

10/03/2014Delivery Issues | Read Complaint Details
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Complaint
I have a paid subscription with this news paper and about twice a month the paper carrier skips me
then I call and complain but It seems not to help
I would either like for my Sunday paper to be delivered on time or at least the same day or I would like my money refunded to me. I am tired of
spending my sunday on the phone with their so called customer service reps promising me my paper will be delivered today and sometimes it shows up and sometimes it does not my account number is XXXXXX and I paid for twenty five weeks
of sunday only home delivery with my credit card so I have a record of this payment.

Desired Settlement
I either want my paper as promised or I want my money refunded plus payment for waiting on hold every other sunday waiting for their do nothing customer service.

Business Response
We sincerely apologize for the missed papers. We are contacting the Senior Director of Distribution Services for Cox Ohio Papers so the issue can be addressed with the carrier.
In the meantime, we have credited the customer's account with 4 Sunday's worth of papers.


09/12/2014Delivery Issues | Read Complaint Details
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Complaint
Have been paying for a newspaper and not receiving it.
Moved a year ago to this property and have had problems receiving a newspaper. We pay for it by automated bill but do not receive the paper. They say they will add onto the subscription but how is that possible since they bill at end of month. For the past 3 1/2 months we have not received one paper. Have called and talked to supervisor who has been extremely helpful but not able to get us a paper.

Desired Settlement
Since I have paid for my paper each month that we have lived here (14 months total), I wish to receive a refund for the monies expended for the newspaper that we have never received. It has been spontaneous at best. Never 2 days in a row, and the last three months, no paper delivery at all. Neighbors are all receiving their papers.

Want refund of my money!

Business Response
We regret the service issues the customer has experienced. We will contact our delivery services director to address the serivce issues immediately. We will compensate the subscriber for every missed paper that has been reported to our customer serivce department to date plus an additional 14 days in consideration of the inconvenience.

The compenstion for the missed papers is credited to the cusotmers account. The credits to accounts set up for automatic payments move out the date that the customer is next charged . So, if the customer is credited with 30 days of service, their next payment would be pushed out an additional 30 days before the next payment is drafted.

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04/29/2013Problems with Product / Service | Read Complaint Details
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Complaint
no paper or late delivery once a week and you call to get one delivered you may get it or you may not they say you will get credited but who nos?
the papers are in the roadway on Sundays as you have to dodge them as they roll into the roadway in the wind right now i do not care if i get a paper or not as i pay for a service i used to get until they changed the way the routes are set up i had a real good paper person for almost 16 years we have had two or three paper people since january 2013 the last is the worst of all ***************** between them and springfield news-sun which is no longer in springfield ??? the service has been so bad i quite the paper once and they called and talked us into to receiving yhe paper again (at a reduced price)we tried them again with a promise of better service so much for that promise!!! late delivery no paper at least once a week and dodging the papers on sundays in the roadway call them and all they say is we will get you a paper and credit you accountwhich seems not to happen???? who no's????

Desired Settlement
it does not do any good to ask for a settlement who knows if you would get it????

Business' Initial Response
spoke to ********* today 4/23. Paper is coming on time now for about a week.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Can not trust the business to keep the paper coming with no delays and no shortages when I see all that was promised on my account I may accept the response

09/19/2012Delivery Issues

Industry Comparison| Chart

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Additional Information

top
BBB file opened: 02/01/1985Business started: 01/01/1905Business started locally: 01/01/1929
Business Management
Principal: Ms. Julia Wallace (Market Vice President)
Contact Information
Customer Contact: Ms. Mary Beth Howell (Executive Administrative Assistant)
Number of Employees

57

Business Category

Newspapers

Products & Services

This company is a newspaper with classifieds, sports, advertising, information and entertainment sections.

Alternate Business Names
Cox Ohio Publishing

Map & Directions

Map & Directions

Address for Springfield News-Sun

1611 S. Main St.

Dayton, OH 45409

To | From

LocationsX

2 Locations

  • 1611 S. Main St. 

    Dayton, OH 45409(800) 441-6397

  • 202 N Limestone St 

    Springfield, OH 45503(937) 328-0300

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Dayton and the Miami Valley. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Springfield News-Sun is in this range.

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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

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on October 1, 2012. BBB reports the complaint response text for all reportable complaints against a business.

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Industry Tips for Newspapers

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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