This business is not BBB accredited.

San Francisco Chronicle

Phone: (415) 777-7000 View Additional Phone Numbers 901 Mission St, San Francisco, CA 94103 http://myaccount.sfchronicle.com


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Description

This company offers News Paper.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for San Francisco Chronicle include:

  • Failure to respond to 2 complaint(s) filed against business

Factors that raised the rating for San Francisco Chronicle include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

27 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 5
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 10
Total Closed Complaints 27

Customer Reviews Summary Read customer reviews

0 Customer Reviews on San Francisco Chronicle
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 01, 1978 Business started: 01/01/1863 Business started locally: 01/01/1863
Type of Entity

Corporation

Business Management
Mr. Jeffrey M. Johnson, Publisher Ms. Juliette Mitchell, Customer Service Manager
Contact Information
Principal: Mr. Jeffrey M. Johnson, Publisher
Customer Contact: Ms. Juliette Mitchell, Customer Service Manager
Number of Employees

351

Business Category

Newspapers

Alternate Business Names
SF Chronicle

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    901 Mission St

    San Francisco, CA 94103 (415) 777-7000

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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

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
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

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/14/2016 Problems with Product/Service
4/12/2016 Billing/Collection Issues | Complaint Details Unavailable
4/9/2016 Problems with Product/Service
4/7/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I pay for a newspaper subscription for my 90-year old mother, who is alone all day until I arrive in the evening. The paper is delivered to the carport, which she can no longer reach safely. The SF Chronicle website allows subscribers to change the delivery location. Beginning around January 1, I changed the delivery location to the front door several times on the website, but the paper continued to be delivered to the carport. Then I began calling customer service, and was promised many times that the change would be made. Then I tried email, and have a lengthy string of emails (attached) in which I was promised the delivery location would be changed, the area delivery manager would be contacted, the regional delivery manager would be contacted, etc. Nearly 3 months has passed, I have made dozens of attempts to make this simple change via the Chronicle website, phone and email, and still no change. The Post Office delivers to the front door. UPS delivers to the front door. Amazon delivers to the front door. Guests come to the front door. But I cannot get the Chronicle to keep its many promises to deliver to the front door so my mother can retrieve her paper in the morning. Product_Or_Service: SF Chronicle newspaper delivery Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Delivery Change the newspaper delivery location from the carport to the front door.

Business Response: Initial Business Response /* (1000, 5, 2016/03/28) */ The following response was sent to Mr. ********* today. Hello Mr. *********, Your complaint was forwarded to me for follow up and resolution. I apologize for the unacceptable level of service we have provided. I have already contacted ***** ******* the Delivery Supervisor who oversees Novato, and asked him to work with the delivery service provider to get this corrected immediately. My expectation is that the carrier will start delivering the paper to the door instead of to the carport tomorrow morning. If that does not happen, please let me know. I have credited your mother's account for one month of delivery at no charge. This credit is in addition to all of the credits that were applied to your account for the missed papers. However, I do realize that there is no adequate compensation for the inconvenience you and your mother experienced as a result of this problem. I'm sorry for the time that you spent trying to get this problem resolved and I'm particularly sorry for our lack of response. I will be monitoring this situation going forward but please let me know if you do not see immediate improvement. Thank you for continuing to subscribe. Sincerely, ******** ******** Customer Service Manager *********@sfchronicle.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/11/2016 Billing/Collection Issues
1/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Double-billed for Sunday-only paper for the last 1-2 years. Requested that my subscription cease 11/30/15;receiving 13 week renewal payment notices. I asked the SF Chronicle Customer Services phone staff in September 'XX (XXX-XXX-XXXX) to stop sending me billing statements of subscription monies due, since I had paid earlier in the year by credit card through the first week in October 2015 for my Sunday- only subscription , which I have had most recently for the last several years. They denied having a record of this payment. I explained that this was likely because they had been billing me doubly through two different accounts for the Sunday-only service in 2014 and 2015, a problem that their Customer Service staff admitted and revealed to me earlier in 2015 and at that time said had been resolved. Obviously it had not been. I asked SF Chron Customer Service staff in March/April and again in September that this problem be resolved and for the SF Chronicle to cease the double billing. This has not yet happened. I also requested that my SF Chron subscription be terminated at the end of November, 2015 and I was assured that this would happen. Yet, I received a follow-up notice from SF Chron in October '15 that I had another subscription payment due for a 13 week renewal. I returned the subscription notice to the billing office (********, *** PO Box XXXXX) by mail with a check to cover only the portion of the subscription money due for the month of November, 2015. I noted on the accompanying account information sent with the check that I would not be renewing my subscription after November, 2015 and that if they continued to deliver the Sunday only-Chronicle, that I would not pay for it. They have continued to send my invoices for monies they are claiming that I owe for a 13 week renewal which I have not requested and, which I will not pay. I have told Customer Service staff on now two recent occasions that I will not pay for any Sunday-only delivery service beyond November, 2015. When I mentioned in my October 2015 SF Chron Customer Service call that if they sent me another (duplicate)invoice and would not cancel my subscription, that I would complain to the SF BBB about their attempts to bill me for services I did not request. At that time, Customer Service staff claimed that they would "take care of the problem" and my subscription would be discontinued as I requested as of November (Account # XXXXXXXX). As of yesterday, I have received two more subscription payment dues notice. It is obvious to me that I still have two different subscriptions files on record because when, in the recent past, I have requested a Sunday delivery suspension, the ancient SF Chron billing information system defaults to an error message indicating that I have two accounts at the same address associated with my name.

Desired Settlement: Stop billing me for a subscription that I requested on numerous occasions to stop, unequivocally, as of November 30th, 2015. Delete my two duplicate SF Chron subscription accounts, including my name and address, from the SF Chron billing data base. Determine how much I have been double billed on the two accounts in the last 2 years, and refund me the duplicate payments you have billed me for over the last 1-2 years. Stop delivering the Sunday newspaper, and do not contact me directly again, EVER. If I am contacted again by the SF Chronicle with a subscription invoice, I will file an Elder Financial Abuse complaint with the City/County of SF.

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Contact Name and Title: J. ********, CS Manager Contact Phone: XXX-XXX-XXXX Contact Email: *********@sfchronicle.com The following letter was sent to the complainant today: December 29, 2016 Ms. ***** ***** **** ******* Avenue ******** ** XXXXX-XXXX RE: BBB Complaint File No XXXXXXXX Dear Ms. *****, Your Better Business Bureau complaint was forwarded to me for follow-up and response. I apologize for the problems with your subscription. I have reviewed your account history and unfortunately, cannot find a record of another active account in your name or at your address with recent credit card payments. There is an very old account in the name of M. **** that has the same address as yours but that was stopped in 2011. That account was paid by credit card but the last payment on the account was made on 12/14/2010. The most recent account, no. XXXXXXXX, was last paid by credit card on October 16, 2012. Since then, all payments for that account have been made by check. The last payment on that account was a check payment for 13 weeks of delivery that was posted on October 1, 2015. That payment paid for delivery through 11/29/15. I have canceled that account as you requested and cleared all charges after that date. If you have a record of any recent credit card payments made in 2015, I can research them further if you provide a copy of the credit card statement showing the charge made by the San Francisco Chronicle. I would also need the first 4 digits and last 4 digits, along with the expiration date of that card. I'm sorry about this situation! If you would like to discuss it in person, please don't hesitate to contact me directly by phone at XXX-XXX-XXXX or by email at *********@sfchronicle.com. Thank you for bringing this problem to my attention. Sincerely, ******** ******** Customer Service Manager Circulation/Customer Service *********@sfchronicle.com XXX-XXX-XXXX cc: Better Business Bureau

12/21/2015 Problems with Product/Service
12/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to San Francisco Chronicle Sunday paper on August 1 using Groupon. So far I only have maybe not more than 5 prompt deliveries. Each time I call about missed delivery I am told by customer service that the paper would be redelivered but the paper was only redelivered once. I must have called no less than 10 times about missed paper and repeatedly I am told the issue will be elevated to Regional Manager but missed delivery continues to be an issue and nobody has ever called me back and nobody has responded to my letter wanting to know the reason for repeated missed deliveries. This happened again today. I called twice (9 a.m. and 10.20 a.m.) wanting to make sure the paper would be redelivered but again, no paper today. I am tired of having to call and complain every Sunday and Monday. I would like to know if The Chronicle has a solution.

Desired Settlement: DesiredSettlementID: Delivery I'd like to get my Sunday paper every Sunday!

Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ Contact Name and Title: ******** ********, CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: *********@sfchronicle.com This email was sent to the complainant today: Hello Ms. ***********, Your Better Business Bureau complaint was forwarded to me for resolution. Please accept my apology for the unacceptable level of service! **********, the Home Delivery Supervisor in charge of this area confirmed that he spoke to you and assured you that this would be taken care of this Sunday. Someone from my office will check with you by email on Sunday morning to confirm that the paper has been delivered. If you would prefer that they call you, please let me know. Because the level of service has been so poor, I have made sure that you have not been charged for any of the 15 deliveries so far. That means that your new expiration date is now 11/19/16. I'm sorry that this problem was not resolved sooner and I appreciate you taking the time to report it. If you have any questions or I can provide any additional assistance, please let me know. Sincerely, ******** ******** Customer Service Manager *********@sfchronicle.com XXX-XXX-XXXX

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribe to the San Francisco Chronicle for Sunday delivery of their paper. It has not been delivered in over two months. I subscribe to the San Francisco Chronicle for delivery of their Sunday newspaper. For the past 12 weeks, I have not been delivered a Sunday paper. After the second week, I emailed their Customer Service Dept, and each week I am promised the problem will be fixed, however it has not. I have been told the Delivery Supervisor would be notified and will call me to discuss the problem, but that too has never happened. In another email I have been told that the delivery problem has been escalated to the Regional Delivery Supervisor, ***********, but again, no paper. I am totally frustrated by the Chronicle's lack of customer service and professionalism.

Desired Settlement: I want my Sunday Newspaper delivered to me each and every Sunday - nothing else. I cannot believe this issue is that difficult to resolve.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ Contact Name and Title: J. ******** SFChronicle.c Contact Phone: XXX-XXX-XXXX Contact Email: ********@sfchronicle.com The following letter was mailed via USPS today, with a copy emailed to *********@yahoo.com September 29, 2015 Mr. ******* ******** ******************************** XXXXX-XXXX Dear Mr. ********, Your complaint to the Better Business Bureau was forwarded to me for follow-up and resolution. Please accept my apologies for the unacceptable level of service you have experienced. I am also sending this information to the email address we have on file. I have spoken with ****** ****, the East Bay Delivery Supervisor and he confirmed that he has already talked to the delivery service provider about your poor delivery. He has advised the delivery service provider that this problem needs to be resolved immediately. I have also alerted ****** ****, the Regional Manager in charge of San Francisco and the East Bay home delivery about this so that she can monitor the situation. Someone from my office will contact you on Sunday to confirm that the paper has been delivered. Since your service has been so unsatisfactory, I have cleared all charges so far and will start your subscription over, PLUS add 4 weeks at no charge. I want to demonstrated that we can provide consistent delivery to you. I'm just sorry that you've had to spend so much of your time on this. I do appreciate you bringing this to our attention and I apologize for the lack of response for so long. If you have any questions or need additional information, please do not hesitate to contact me. Sincerely, ******** ******** Customer Service Manager *********@sfchronicle.com XXX-XXX-XXXX Follow the Chronicle on Twitter: ********************* Follow Customer Service online: ********************************** Manage your subscription online: https://************************* cc: BBB Complaint No XXXXXXXX

10/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: being billed for services I did not request or renew. I have been a long time subsriber to the Sunday only Chronilce. In the past i have always been sent a renewel notice and sent in a payment with that renewel if I wish to continue my subscrittion.In June I received a renewl notice and deceided not to renew.The notice said my subscribtion would end if I did noy respond by June 28th. yesterday I received a call telling me that my payment was late. Iexplained I did not renew and did not wish to renew. I was told that subscribtions auto renew unless called to cancel. I explained taht I never agreed to a auto renew and I have always received a renewal notice, just as I did time and made the deceision to renew or cancel. I have not received a paper in over a month so I assumed the subscribtion cancelled.

Desired Settlement: i do not owe the Chonicle any money. I did not renew my subsribtion, I was ever informed or aware that the subsribtion auto renewed.This is very deceptive of the Chronicle to pull this type of sham on customers.

Business Response: Initial Business Response /* (1000, 16, 2015/09/30) */ The following letter was sent to the complainant today. September 29, 2015 Mr. ******* ***** **** **** Street, Apt ** *** ********** ** XXXXX-XXXX Dear Mr. *****, I apologize for the delayed response to your Better Business Bureau complaint. I also apologize for any confusion over our renewal policies. All subscriptions automatically renew, as noted on all of our renewal statements. The renewal that you received stating that delivery would stop by June 28th was actually indicating that service would stop for non-payment if a payment wasn't received. I have cleared the outstanding balance from your former subscription. I see that you have started a new Sunday Only Subscription that was scheduled to begin on September 6. Please let me know if you have had any missed deliveries since that date. I can add delivery instructions if that will assist the carrier in his delivery. Is the carrier able to get inside your apartment building or are the papers left outside? If the carrier is not able to have access to the building to deliver to your apartment door, I can request that the paper be labeled. I'm sorry for the problems you have experienced. If you have any questions or I can provide assistance with any Chronicle related issues, please do not hesitate to contact me. Sincerely, ******** ******** Customer Service Manager *********@sfchronicle.com XXX-XXX-XXXX Follow the Chronicle on Twitter: @sfchronicle, @sfgate Follow Customer Service online: sfcsubserv.tumblr.com, @sfcsubserv Manage your subscription online: https://myaccount.sfchronicle.com Initial Consumer Rebuttal /* (2000, 18, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do disagree with the renewal process. On any renewal notice I've received never had the auto renewal statement. I only renewed as I was given a groupon for the chronicle. The groupon is for a specific time so I am concerned if it will auto renewal without my specific actions to cancel the subscription.

9/29/2015 Billing/Collection Issues
9/29/2015 Problems with Product/Service
9/29/2015 Advertising/Sales Issues
9/15/2015 Advertising/Sales Issues
9/15/2015 Advertising/Sales Issues
9/15/2015 Advertising/Sales Issues
8/12/2015 Billing/Collection Issues
8/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The SF Chronicle employs fleets of employees to solicit subscriptions, misrepresenting the contract nature of what they're signing you up for. I had a young man show up on my doorstep asking for the usual newspaper subscription signup to help him out in some program. I obliged (I won't ever again) with a one time donation, and was subsequently apparently signed up for an SF Chronicle subscription that lapsed in billing and now they're trying to run collections on me for. This is nonsense and it is clear that the Chronicle knows that these signups are a misrepresentation and a scam. I've never received a paper at my door (nor did I want one). I don't need credit report and collections problems because the Chronicle needs to run scams to sign people up. I'm sure they'll blame the guy on the street they're paying less than minimum wage, but they know exactly what is going on. I want my billing to be cleared and no credit report problems.

Desired Settlement: I want the bill to be cleared and no impact to credit report. I didn't sign up for a subscription. I've never received a newspaper.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Contact Name and Title: ******** ********, CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: *********@sfchronicle.com The following letter was sent to the complainant today: August 5, 2015 Mr. ******* ****** *** ******* Avenue, *** ! ******** ***** ** XXXXX-XXXX Dear Mr. ******, I received your Better Business Bureau Complaint #XXXXXXXX regarding the San Francisco Chronicle subscription. I apologize for any inconvenience caused by the automatic renewal of the subscription. I have cleared the outstanding balance and assure you that no collection action will be taken. The sales vendors who sell subscriptions on behalf of the San Francisco are supposed to provide a receipt whenever they accept subscription payments. Those receipts detail the terms and conditions of the subscriptions and are clearly stamped that donations are not accepted. However, occasionally some of the representatives don't follow the procedures. Our customer service has a standard process for dealing with these types of complaints including filing a complaint against the vendor who sold that offer. I reviewed your account record but don't see any notes regarding that so I will do that now. Thank you for taking the time to report this issue. If you have any questions or need more information, please let me know. Sincerely, ******** ******** Customer Service Manager Circulation *********@sfchronicle.com XXX-XXX-XXXX cc: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fraudulent claim of sale I have never at any time ordered the San Francisco Chronicle. I am receiving statements saying that I 'canceled' a subscription, and owe a balance for it. The fraudulent statement references an account number XXXXXXXX. I received a phone call from a rep from SF Chronicle a few weeks ago. I told her that I never ordered the paper and that she had my name in error. The statement I received falsely claims that SF Chronicle has attempted unsuccessfully to contact me, when in fact they did contact me and I explained that I never ordered the Chronicle.

Desired Settlement: No further bills, or threats of bills; No further contact by the business, and no future advertisements.

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ The following response was sent to the complainant today: From: ********, ******** Sent: Monday, June 15, XXXX X:XX PM To: '************@gmail.com' Subject: BBB complaint XXXXXXXX Dear Ms. *******, I apologize for this fraudulent order. I have cleared the balance and will notify all of our retention vendors to cease any activity on this account. This order was started for delivery to *** **** ******* Lane, ***** *** ***** ** XXXXX back in 2014. We will take the appropriate action with the sales vendor who submitted this order. I will also research to see who contacted you a few weeks back to find out why the balance was not cleared at that time. I'm sorry that this happened but I appreciate you bringing it to our attention. If you have any questions or need more information, please let me know. Sincerely, ******** ******** Customer Service Manager *********@sfchronicle.com XXX-XXX-XXXX Follow the Chronicle on Twitter: @sfchronicle, @sfgate Follow Customer Service online: sfcsubserv.tumblr.com, @sfcsubserv Manage your subscription online: https://myaccount.sfchronicle.com Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving. You might want to be aware that a teenage boy at **** was soliciting donations involving deliveries of the SF Chronicle newspaper to his school. I recall making a donation for his effort, and suspect that this is how the donation turned into a falsely created order.

6/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was misled about the nature of my subscriptions to SJMN and SF Chronicle by a "student" claiming that it was an autocancelling trial. In mid 2014 a salesman claiming to be a student came to my door offering newspaper subscriptions as part of a scholarship program. I didn't particularly want to receive newspapers but offered a donation instead. The salesman said that since he was also delivered the papers, he would ensure that I would never receive a newspaper, and that I would have a trial subscription that would automatically cancel. That way, he would receive his "points" and I wouldn't have to deal with a newspaper every week. Of course, all of this turned out to be completely false - I received newspapers for several months, and ignored phone calls/renewal letters assuming that my subscription was indeed a "trial" and would cancel automatically as the salesman said. I now have a letter from SF Chronicle claiming an outstanding balance.

Desired Settlement: I should not have an outstanding balance for a service that I didn't want, and was falsely sold to me as being a one-time donation to a student. These outstanding balances should be nullified and not sent into collections (as other complainants have detailed can happen). I do not want to receive any more bills or phone calls from SF Chronicle

Business Response: Initial Business Response /* (1000, 7, 2015/05/26) */ Contact Name and Title: ******** ******** CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: *********@sfchronicle.com The following email was sent to the customer 5/25/15 and a letter with the same information will be sent by snail mail today: From: ********, ******** Sent: Monday, May 25, XXXX XX:XX AM To: ************@gmail.com Subject: Response to BBB complaint XXXXXXXX re Erroneous Chronicle billing Dear Mr. ******, I apologize for the delayed response to your complaint and for any confusion over the subscription that started in your name. I have cleared the outstanding balance so that it is now $0. I am following up with our sale vendor regarding this offer and the sales person who misrepresented the situation. Did that salesperson give you a receipt? That form that you are supposed to sign to confirm the order does contain information about the offers including the fact that we do not take donations as well as our contact information for any questions. I'm sorry about the misinformation you were given and assure you that the appropriate action will be taken with the sales person in question. Please note this I can only handle the Chronicle situation. If you have not already contacted the San Jose Mercury News and are receiving bills or communications from them, if you contact them directly, I'm sure that they will take care of it. I'm sorry that it took so long to resolve this. If you have any questions or need more information, please do not hesitate to contact me. I will also be sending a hard copy of this communication in the mail. ******** ******** Customer Service Manager *********@sfchronicle.com XXX-XXX-XXXX

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribe and pay for Sunday and Monday home delivery of the newspaper. I never receive my paper. I am on auto pay, so every month I pay for delivery of my paper. This Sunday 3/1 And today 3/2 I was not delivered a paper. Also last weekend 2/22 and 2/23 I also was never brought a paper.

Desired Settlement: All I want is for my paper to be delivered on Sunday and Monday and to receive money for all of the missed papers I have paid for then had to buy on my own.

12/5/2014 Problems with Product/Service
10/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SF chronicle has been charging my credit card every month since Feb 2013. These charges are unauthorized and continue in spite of complaining to them. In 2012 Nov/Dec time had ordered 1 month of subscription as a kid showed up at my door selling subscription and this would help help him get scholorship. SF chronicle started charging my credit card every month after that. I called them back in March 2013 to complain about this and to cancel the subscription explicitly. About two months ago I started receiving the papers again but very intermittently. Sometimes it had my unit number and most of the times not. Upon checking my credit card I noticed that they never cancelled my subscription and have been charging my card all along. I raised a dispute with my credit card and requested them to cancel all these charges. I called SF chronicle again about three weeks ago (around 9/1/14) to speak to their customer service. They told me the subscription is automatically cancelled because of the payment cancellation. But I'm still receiving their sporadic news delivery. For last two weeks we have been receiving (collection?) calls late at night from SF chronicle after 8:30PM and there's no response and today I received a bill for $296 in mail. This is extortion.

Desired Settlement: I'm not seeking any settlement at this point. I just need this nuisance to stop.

Business Response: Final Consumer Response /* (2000, 10, 2014/10/30) */ I'm glad to report that this matter was resolved. SF Chronicle responded to my request for full refund. Thanks,

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SF Chronicle sends students to doors in name for college fund, and traps into recurring subscription without consent. And disagree to cancel. A high school student came to my apt door and asked me to get a one-time 26 weeks subscription to the SF Chronicle ($25) because it goes towards his college fund. When he spoke he made it very clear its just one time. When I refused he was convincing, and even said he can send the paper to local school/library if I didnt want it. They discourage cash payments and want credit card. Lucky for my I did not provide and paid by cash. He said they would call to verify address and subscription. They did.When he gave me the reciept I noticed that it said that the subscription automatically renews unless I call specifically. In a few weeks I got 3 people calling to verify different stages, and each time I specifically asked for subscription to be cancelled after the 26 weeks. No one agreed and kept dodging. Today I got call from SF Chronicle to confirm. I made it very clear I dont want a recurring subscription but the lady said I'd have to call after 26 weeks and she cant make a note now or cancel. I think its a scandal - who would remember for 26 weeks. Esp for a paper they dont even want and paid just to help a "poor student". Had I given my credit card they would keep scamming me for the money. (1) Using a student, for unlawful solicitation in communities where its not allowed, (2) teaching them to lie, and (3) then refusing to follow customers explicit request to cancel. I think they should be banned from doing any of the above. A paper should be educational not a scam in the society or teaching young students in need how to scam people. I would rather have them refund my subscription and I can contribute towards student fund myself.

Desired Settlement: I would rather have them refund my subscription and I can contribute towards student fund myself.

Business Response: Final Consumer Response /* (2000, 10, 2014/09/17) */ Case is resolved. The SF Chronicle has sent the refund, and agreed to cancel further subscription renewal.

7/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I continue to be billed for a subscription that expired and I did not renew, nor was it set up for auto renewal. My newspaper subscription expired, SF Chronicle continued to deliver the paper and sent me a bill for itI called and told them I was not renewing, not going to pay the invoice and to discontinue paper delivery. I have spoken to several people who told me it would be taken care of and yet again this month I received another invoice for $149.70. Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Credit the amount they keep invoicing me for.

Business Response: Initial Business Response /* (1000, 7, 2014/07/15) */ July 15, 2014 Mr. ****** ******** XXXXX ******* Circle **** ****** ** XXXXX-XXXX RE: Better Business Bureau Complaint XXXXXXXX Dear Mr. ********, Your complaint to the Better Business Bureau was forwarded to me for follow up. I apologize for the problems with your subscription, particularly for the delay in canceling it. . In reviewing your account record, I see that you spoke with a Customer Service Representative who cleared your outstanding balance and explained our automatic renewal paoli If you have any questions or need additional information, please do not hesitate to contact me. Thank you for taking the time to bring this to our attention. Sincerely, ******** ******** Customer Service Manager Circulation/Customer Service Center *********@sfchronicle.com XXX-XXX-XXXX cc: Better Business Bureau Initial Consumer Rebuttal /* (2000, 9, 2014/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Continued delivery of paper after repeated requests to stop delivery The complaint is about the delivery of "On the Peninsula," which is a free paper produced by the San Francisco Chronicle. There seems to be NO way to stop it from coming. I have called numerous times and able to stop it for a short time, but not permanantly. My last calls were Feb. 2, 2014, Feb, 21, 2014. I called May 12, 2104. I said that if I received the paper again, I would report them to the BBB. Grace said that she would elevate the issue to her manager. We returned from vacation yesterday. The paper had been in our driveway for at least two days, advertising to burglars or anyone else that we were not at home. I want this paper (which is free and not a subscription) to stop. I don't choose to let people know when I am out of town and not at home. This is not safe.

Desired Settlement: I want confirmation that I will not see this paper again.

Business Response: Initial Business Response /* (1000, 6, 2014/05/20) */ May 20, 2014 ***** ******* **** ***** Ave ******** CA XXXXX-XXXX RE: Chronicle Subscription Delivery of Weeklies Better Business Bureau Complaint XXXXXXXX Dear Ms. *******: I apologize for the delivery of the Chronicle Weeklies you have been receiving that you have requested to stop. Our records do show that you have called in the the past to request this service to be discontinued so I am sorry that your request has not be followed. The area supervisor of delivery has been notified to ensure that the Chronicle Weeklies are not delivered. If you have any questions or need additional information, please do not hesitate to contact me. Once again I apologize for any inconvenience this has caused. Sincerely, ******** ******** Customer Service Manager Circulation/Customer Service Center *********@sfchronicle.com XXX-XXX-XXXX cc: Better Business Bureau Initial Consumer Rebuttal /* (2000, 8, 2014/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to access service though I paid for it today. I started an online subscription and paid for it today. I am unable to access the subscription. I keep getting routed to the company's subscriber website, where it defaults to my old home delivery account which I cancelled last year. I called customer service, and got disconnected. I called back and they said I had to wait three to five business days. That means, if true, that I am not able to access services for three to five business days that I already paid for. The company's subscriber website seems to be full of technical glitches, their customer service reps do not seem to listen and keep asking for information which I already provided. It is extremely frustrating dealing with this company.

Desired Settlement: Refund or credit of days without service I already paid for. Also, cleaning-up my account so that it actually works when I try to manage it online.

Business Response: Final Consumer Response /* (3000, 10, 2014/02/20) */ I have not been contacted by the company.


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