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Consumer Complaints

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Fort Wayne Newspapers, Inc.

Phone: (260) 461-8444Fax: (260) 461-8899

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Customer Complaints Summary

13 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues3
Delivery Issues8
Problems with Product / Service2
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints13

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (13)BBB Closure Definitions
02/24/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to honor a contract or agreement

Complaint: The Fort Wayne Newspapers broke an agreement with us regarding sound & lighting production in exchange for booth space at the Feb. 2014 Bridal Show.
On September 5, 2013 ******** ********** - retail sales director and ****** ****** - account executive of the Fort Wayne Newspapers came to our office (Doctor Feelgood's Inc.) to discuss the Bridal Extravaganza Show at the Grand Wayne Center on February 23, 2014. During that time myself - general manager, ***** ******* - the owner made an agreement to do sound and lighting production for the show in exchange for booth space at the show just like we had in the past 5 years. ********* and ****** talked to us about advertising and we told them we did not want the advertising for the bridal magazine, just the trade out for services and booth space. ********* and ****** both agreed. ***** asked ********* if she needed to check with someone else to authorize the agreement and she then state no. Katherine said she was authorized to make the agreement final on behalf of the Fort Wayne Newspapers. One week later we received a contract in mail to our office. ***** then signed the contract and mailed it back to the Fort Wayne Newspapers. In December we receive an invoice in the mail from the Fort Wayne Newspapers for the total of $355.00 for advertising in the bridal magazine. I then contact ****** ****** regarding why we were charged for advertising when we didn't want it and he stated that he was not sure why and that he would fix it. He then went on to say that there was a new director - ******* ******** and that they no longer needed our production services for the show because they decided to have someone else do it and that we would have to pay for our booth if we wanted to be in the show. We then had a conference call between myself, ******* ******** and ****** ****** were ****** told ******* there was an agreement. ******* stated that ********* had no right to make and agreement with us and since she was no longer employed with the Fort Wayne Newspapers they were not going to fulfill the agreement. They also said they could not find a contract. I explained to him that just because ********* did not work there anymore didn't mean he could back out on an agreement we had made while she was still employed. ******* then stated that maybe they could use us for another event in March for our production services in exchange for the agreed booth space at the bridal show and that he would get back with me in a week. I never heard back from *******. I called and left voice messages multiple times to his direct line over the course of a month or so with no response! I then contacted ****** ****** to find out the status and he stated that they did not need our services in March either so the agreement would be canceled and wasn't sure why ******* never contacted us back. Very upset at this point. I continued to call Michaels direct line and leave messages over a 2 week period with no response. I then mailed a letter to ******* *********** attention regarding the lack of communication on January 31, 2014. Tuesday, Feb. 4th I received a call from *** **** from the Fort Wayne Newspapers asking if we wanted to be apart of a giveaway at the show and add our DJ services in exchange for advertising. I asked her if they had a booth number for us and she stated she wasn't aware that we were not in the show. I explained the situation and she said that she was going to look into it because she felt the situation was handled wrong too. I then receive a phone call from ******* on Wednesday, February 5, 2014 stating he had received the letter and that there was never an agreement and no longer any booths available for the show because it had now been sold out. I asked him why we never returned any of my phone calls over the month and he stated that "I called now!" and that he doesn't return phone calls his sales reps do that for him. He said he doesn't owe us anything. I told him we are taking a ****** or so loss because we are not in the show! He said that was irevalent. We are extremely upset at ******** business ethics and just want our agreement honor.

Initial Business Response
Contact Name and Title: ****** ************, HR
Contact Phone: XXX-XXX-XXXX
Contact Email: mtapp2fortwayne.com
***** ********, Director of Advertising, has met with Mr. **********. They reached and signed a mutually satisfactory agreement to resolve this issue.

OFFER:

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

06/12/2013Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Delivery of unordered products

Complaint: I am still receiving the "Extra" publication from the Ft. Wayne Newspapers.
I still receive the "Extra" paper that I cancelled clear back in 2003. I called last month when I received it and was assured that I would stop receiving this annoyance. I got another one today! Enough is enough! Quit sending me your junk!

Business' Initial Response
Contact Name and Title: ***** *****
Contact Phone: XXX-XX-XXXX
Contact Email: ******@fwn.fortwayne.com
We have added your address to our non-delivery list.

OFFER:

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been on their do not deliver list since 2003. Your do not deliver list is not stopping the jackwagon that delivers to my neighborhood. Is that phone number a new type of number? XXX-XX-XXXX What assurances can you give me that I will not receive any further deliveries?

Business' Final Response
I believe this is resolved.

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

04/11/2013Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Delivery of unordered products

Complaint: Inaccurate aim. Unsolicited delivery.
Monday April 4, 2013. I am not a customer. No desire to be a customer, especially with such sloppy delivery. Have found "blue extra" free paper on park strip, street, and city sidewalk. Appears to be liter across the neighborhood!


Stop delivery to ***************** XXXXX

Business' Initial Response
Contact Name and Title: Kevin Lentz
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@fwn.fortwayne.com
We have contacted the distributor for this address and will assure this weekly delivery is stopped.FWN honors all requests from residents that do not want this product delivered.

OFFER:

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

04/08/2013Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Non-delivery of products

Complaint: Non delivery, misplacement, have found paper 2 doors down at person who does NOT get a paper
NO paper, Misplacement,for health reasons needs to be off ground and in paper holder as my file say's,However is NOT followed! Several times a month I have to call to get a paper, as well as misplacement. Each time am told it will be corrected,district manager will be contacted, and the problem continues. After 3 yrs at same address this should have been resolved,However has not been. Price has gone up, service has gone down. I have stated to them I would contact the BBB if this continues, giving them the chance over and over to correct issue,but issue continues. Today paper was on ground again,health issues stop me from picking up.I guess they didn't take me serious when I said I have had enough of poor service.People /Companies will walk all over someone. This is an apartment complex,so word will get out over the poor service.

Business' Initial Response
Contact Name and Title: Kevin Lentz, Circ. Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@fwn.fortwayne.com
The subscriber has been contacted and a resolution has been worked out.

OFFER:

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

03/07/2013Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Non-delivery of products

Complaint: No paper, 2-3-13. Has happened numerous times since driver drops paper street side.
No paper, 2-3-13. Has happened numerous times since delivery person drops paper street side. Don't know if delivery person is missing *****************, New Haven, IN XXXXX, or if paper is being stolen. Delivery people, in the past, use to put newspaper outside front door. Evening paper delivery still does. I don't understand what changed or why. I do know there use to be alot less problems with delivery. I am paying for a service that I don't always receive. Having to call Fort Wayne Newspaper, Inc. to get paper re-delivered or to get up at 4-5 AM on Sunday morning to see paper delivered is unaccept. Nor is it good business practice.

Business' Initial Response
Contact Name and Title: ********** Assoc. Direct
Contact Phone: XXXXXXXXXX
Contact Email: *****@fwn.fortwayne.com
We will contact independent carrier and customer to resolve issue.

OFFER:

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been resolved yet.

Business' Final Response
Contact Name and Title: K**********

FWN staff believes the customer is satisfied with the resolution of the placement issue.

OFFER:

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

Page 1 of 3
08/30/2013Delivery Issues | Read Complaint Details
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Additional Notes

Complaint Category: Non-delivery of services

Complaint: No paper, Late paper, wet paper, Not put in scheduled place,Poor service
I either have to call to get my paper, or find it on the ground and not where it should be,do to medical conditions it needs to be put in the paper holder on my mail box. After talking with several people , who have told me it states that on my paper order, this is NOT followed, My paper is either not there, or not here or wet because not bagged.I filed complaint on April 1,2013,at which time I was told this would be corrcted,and given one free month, During that month everything went well, I had stated if the service dropped I would file again. I have given plenty of time for this to be corrected,However it seems to be getting worse again!
May 26,2013 No paper
June 9,2013 Misplaced paper
July 7,2013 misplaced paper
July 20 ,2013 wet paper, not even offered a replacement
Aug 4, 2013 Misplaced paper
I was told in last complaint I would have a paper tube put up, NEVER happened,all I ever hear is "we'll send a note to district manager,or carrier" Yet nothing happens or improves.I stated in last complaint I would file again if this mess started over again,and not corrected, so here I am again. Let's get this corrected

Initial Business Response
Contact Name and Title: ***** *****
Contact Phone: XXXXXXXXXX
Contact Email: *******@fwn.fortwayne.com
The District Sales Mgr.for the area, **** ******** will contact the distributor and Ms. ******* to address the service issues.
Unfortunately we are not able to place a newspaper tube at this complex so we'll look for an alternative solution.
We have credited the subscribers account for all service errors listed.

OFFER:


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have talked to **** ******* again, and she said I would get the month of August FREE. This seems to be an ongoing problem which should have stopped a year ago. I understand there is no place to put a tube in this apartment complex,which I knew this even when it was offered with last complaint,but added that in this complaint just to show that no one looks into things/ looks into things before speaking. In my file it states that my paper should ALWAY'S be put in paper holder under my mailbox, NOT tossed at neighbors door, 2 doors down, in the yard,parking lot etc,,, It's not rocket science. I am just simply looking to get the service I am paying for, really that's not asking for much. So once again I am sure during the FREE month my service will be good to fair, I will do as I stated in last complaint, Keep calling each time my paper is not placed where it should be, wet ,damaged, not delivered etc, and if the need is there I will file another BBB complaint. It's not that hard to deliver the service I am paying for. I don't like getting the run around.It's the Fort Wayne Newspapers (Journal Gazette's choice if I continue to file complaints or not. You make the choice on the service you offer.I can not say yes to this offer until it is written according to conversation I had with **** ******* on Aug 12,2013 @ 9:55am

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

11/30/2011Delivery Issues

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