BBB Accredited Business since

Tulsa World

Additional Locations

Phone: (918) 583-2161 Fax: (918) 581-8514 View Additional Phone Numbers 315 South Boulder, Tulsa, OK 74103 http://www.tulsaworld.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Tulsa World 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 the rating for Tulsa World include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 8 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

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

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Tulsa World
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, 1937 Business started: 01/01/1904 Business started locally: 01/01/1904 Business incorporated 11/16/1906 in OK
Type of Entity

Corporation

Business Management
Mr. Bill Masterson Jr., Publisher and President Ms. Shannon Hayden, Advertising
Contact Information
Principal: Mr. Bill Masterson Jr., Publisher and President
Business Category

Newspapers


Additional Locations

  • 111 W 1st St

    Tulsa, OK 74103 (918) 581-7303

  • 315 South Boulder

    Tulsa, OK 74103

  • Post Office Box 1770

    Tulsa, OK 74102

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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)

4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 13, 2016. I cancelled my subscription to the Tulsa, which was paid thru March 2, 2016. They were to issue a refund. After multiple phone calls and alot of promises, I am still waiting on the refund.

Desired Settlement: Mail a check or credit credit card on file.

Business Response:

My Admin ***** ***** spoke with Mr ****** on Friday April 1, 2016. Amber explained to Mr ****** that the refund went to the CC we had on file on Jan 14, 2016. Amber gave Mr ****** the last 4 digits of the CC the money was refunded to.

Mr ****** was going to get with his wife and see if money was refunded to the card. Amber left Mr ****** her number to follow up with her.

**** *******

Circulation Director


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,
****** ******

 

Not intrirely correct. I did speak with Amber she said it was applied to a card number *******8223. and left no phone number. There would have been no need to check with my wife, I do all the bills.  I check my credit card and my bank statement. I did find the refund she said was sent on 1/14/16. Deposited on 01/22/16 to my account which does not have the last 4 numbers she gave me.

1/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TULSA WORLD OVERCHARGING FOR PAPER VACATION STOPS THIS WEEK I REQUESTED A 2 WEEK PAPER VACATION STOP TO FIND OUT THAT THE TULSA WORLD HAS CHANGED THEIR POLICY AND WILL NO LONGER ISSUE CREDIT FOR PAPERS NOT RECEIVED UNLESS SUCH STOP IS OVER 3 WEEKS. CONSEQUENTLY THE LARGE MAJORITY OF CUSTOMERS REQUESTING A STOP ARE BEING CHARGED FOR NEWSPAPERS THEY DON'T RECEIVE AND/OR THEY DON'T NEED!! AS AN ALTERNATIVE, TW OFFERED TO SAVE THE PAPERS AND DELIVER THEM WHEN I GOT BACK, BUT I LIKE MANY, DON'T WANT TO READ OLD NEWS AND OUTDATED ADS! AND I SHOULDN'T BE FORCED TO PAY FOR PAPERS I DON'T NEED OR RECEIVE!! I REQUESTED TWICE TO DISCUSS THIS MATTER WITH A TULSA WORLD MANAGER, BUT AS OF YET, NO ONE HAS CALLED ME BACK!!

Desired Settlement: TO RECEIVE THE PROPER CREDIT AMOUNT FOR EACH OF MY 3 TWO WEEK PAPER VACATION STOPS THAT I WILL HAVE DURING 2016.

Business Response: Initial Business Response /* (1000, 5, 2016/01/28) */ ************************************************************************************************************************ I spoke with Mr ****** and explained our new all access package. Customers view the Tulsa World while away on vacation by mobile,I pads, etc. and this the reason why we continue charging for up to 3 weeks. If a customer is gone longer than 3 weeks we then stop that account till we here back from the subscriber. Mr ****** explained that he only views the Tulsa World by print and did not want to be charged for papers while away. I assured Mr ****** that I would credit his account for the papers while he was away. Mr. ****** was pleased with the out come. Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since August I have to call every week and let them know that I only receive 1 paper a week. I should get the weekender. 4 per week. I have called since august because our delivery should be the weekender, Wed, Fri, Sat & Sun paper. I may only get 1 paper per week. sometimes none. I have called and called and asked for a manager to call me, but not one has called me since August. each time i request it, the CS agent says they are emailing and leaving the managers messages. I call 1-3 times per week!

Desired Settlement: I just want to speak to a manager. This is very unprofessional that one cannot call me back. Also, I just want my paper delivered as it is paid for in advance for this particular Service!

Business Response: Initial Business Response /* (1000, 8, 2015/12/17) */ ************************************************************************************************************************ Spoke with Ms ****** and extended her subscription 1 month due to delivery problems. I assured Ms ****** that we would correct her delivery problems going forward. Checked back with Ms ****** on Tuesday 12/15/15 and her delivery problems were corrected.She stated that she is now getting all her papers.

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to get our 5 Sunday papers or our 1 Wednesday paper. We started our subscription on June 16th. Almost every Wed. and Sunday we have to call or email to have our paper delivered. Even after the call, we do not get all of our papers. I have called and emailed requesting to have a route manager or district manager call us and they either are refusing to call me or not getting the messages. We only got one of five papers this past Sunday. We emailed them Sunday and they brought out ONE more paper. Today, again, I emailed and called to have my papers delivered from Sunday. After the call and email, someone brought one more paper (not the 3 that are missing). I stopped the guy and he handed me one more paper and said he didn't have anymore as he walked away and left. I have asked why I am still being billed for my subscription when I am not getting my papers. I have been told that I have been credited for the missed weeks, but I am still being billed every month on the 8th of every month the same rate that I was quoted for a subscription of 5 Sunday papers and 1 Wednesday paper.

Desired Settlement: I am seeking no payments for the next 2 months since I have not been given true customer satisfaction for the last 2 months. I also would like for my papers to be delivered on time every Sunday and Wednesday without me having to call or email someone.

Business Response: Initial Business Response /* (1000, 8, 2015/09/02) */ Contact Name and Title: *********** CIrc Director Contact Phone:************* Contact Email: *************************** Spoke with Mrs ******* and we extended their subscription 2 months and fixed their delivery problem. Carrier was asked to put the papers on the porch from now on. Mrs ******* expressed she was happy with this decision. I gave Mrs ******* my direct line in case this delivery problem happens again. Initial Consumer Rebuttal /* (2000, 10, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They delivered the papers the last two weeks as like they were supposed to. Will refile with the BBB if they fail again.

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: company keep delivering paper after prepaid time was up then billed tulsa world had sales people at home show selling subscriptions to there papers where you had to pre pay in order to get there discount at the time we purchased the paper I asked if i had to call so they didn't deliver past what i paid for I was assured they would stop or call to see if I wanted to keep it going I asked them this because they had done this before costing me was told they wouldn't do this they were not that kind of company so I prepaid at the end of the prepaid time they keep going then billed me at a much higher price I did not want the paper why was it sent to me. no notice till a bill i have told several people that call from there company to get me to start taking it again about the bill they don't care this is a rip off how is this aload

Desired Settlement: stop calling me to get me to renew and remove the bill for papers not requested with there underhanded billing practices I will never take there paper again

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ Contact Name and Title: *********** CIrc Director Contact Phone: ************ Contact Email: *************************** Spoke with Mr. ******** on Tuesday 4/21 and agreed to waive his balance of $36.11. We have removed Mr ********'s phone number from his account, this should assure that Mr ******** will not be called again by any of our CSR's. Mr ******** was pleased with the outcome of our phone conversation. Initial Consumer Rebuttal /* (2000, 7, 2015/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeatedly not receiving or very late delivery of paid in advance for Tulsa World newspaper.Even though was told by phone that I would not have to pay for issues not received. I have already paid for those Issues.Is there no back up delivery person? Is there no supervisor?Can no dependable delivery person be hired?Can this company not provide assistance to employee if this is a vehicle problem? If this is an employee health issue, then why hasn't the employee been given a leave of abscense and temporary delivery person be hired?This is very shoddy business practice.Guess when you are the only game in town you obviously don't care and can get away with cheating your subscribers. Account_Number: *******

Desired Settlement: DesiredSettlementID: Other (requires explanation) Hire dependable peopleOversee how many deliveries have been missed and or delivered after 7amMake some contact with unhappy subscribers.APOLOGIZE for crying out loud.Try caring about their reputation. Try caring about subscribers.Try caring about their employees.Continue to strive to correct these mistakes.

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ We have spoke with Mrs **** about her delivery problems and fill confident that we can correct the problem. We issued Mrs **** a 30 day credit to her account for missed copies and delivery issues. Mrs **** was satisfied with the outcome of our discussion. Initial Consumer Rebuttal /* (2000, 7, 2015/04/22) */

4/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billed for continuous services that I did not authorize. My subscription ended on Dec 12,2014. I received a letter stating that it had ended and that if I wanted to continue my subscription, I needed to pay. I did not want to continue, therefore I did not send a payment in. I continued to receive papers. I sent an email and informed them of this. However, they continued to deliver papers. I just received a letter stating that my subscription ended on March 13, 2015 and that I must pay $49.50 to avoid collections. I called today and disputed these charges, as I was being billed for services I did not authorize. Account # *******

Desired Settlement: I should not have to pay $49.50 for services I did not authorize.

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ I spoke with Mrs. ******* and agreed to waive the charges of $49.50 due to misunderstanding of subscriber bills. Mr ******* informed me that he had already mailed a check for $49.50 after discussion with Mrs. *******. I told Mr ******* that the check would go to Virgina and I would try to intercept the check. I explained to Mr ******* that if I was unsuccessful on intercepting check and in fact the check was processed that the Tulsa World would refund the payment of $49.50 Both Mr and Mrs ******* were satisfied with the decision.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My subscription was cancelled. Fixing it is a nightmare. I have had a subscription to the Tulsa World for the Sunday edition plus the print edition for a little while. I use their "Easy pay" system. Recently, I received a message on my answering machine regarding a past due balance. This was odd to me considering that I was on Easy pay. The Tulsa World alleges that my payment did not go through in July. They cancelled the Easypay so that I would get a paper bill to know that I was supposed to make payment. I also was allegedly supposed to have received a letter about this. To date, I have received no notice or letter. I asked them to do a mail trace. The phone attendant told me they had no such policy and would not do that. They said they could print one out and re-mail me one. I have a problem with this. They are not offering to provide evidence of an alleged bill or notice except for printing out the one they sent me. Anyone can fake a newly printed letter. There is no reason to believe that it was actually sent when they say it was, especially since they refuse to go the extra mile and mail trace it. So, this week, I decided to concede and tried to pay my bill and continue. I only managed to continue in an ongoing fiasco. My subscription was not restarted or credited because they claimed my card was declined. I find this odd since there is money in the account to cover it. I asked the attendant if I was going to be notified about it. They said the billing department had not notified me yet, but probably would soon. "Probably"?!?!?!?! Due to my recent experience with them and their notifications, I found this to be an odd way to answer. I was so angry, I hung up...as this was better than screaming into the phone. I am tired of this.

Desired Settlement: I would like the Tulsa World to eat the back costs. I will hapopily sign up with Easypay again, but I will not pay the back costs. I tried to fix this through their customer service and hit the wall every time.

Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ Contact Name and Title: ************** Contact Phone:************* Contact Email: ***************************** Thank you for your inquiry regarding the consumer *********. I am happy to help clarify the details surrounding the ********* involving the Tulsa World, Case # ******** with URL http://*****.******.com/*********/****/********/b/********** The paper delivery for this customer has been stopped due to non payment 3 times. Tulsa World waived the balance of $51.00 from 2007; and $30.00 from 2012. On 4/27/13 the daily paper delivery was restarted and his $20.00 payment was applied to the account. A stop delivery date of 5/26/13 was entered on the account. On 5/27 the customer wanted to cancel service and threatened to call BBB if service wasn't stopped. Delivery of the paper had already stopped. The customer wrote that he wanted to resubscribe and indicated that he had submitted an online payment. On 6/6/13 we enter his $ 12.00 online credit card payment, restarted his paper delivery for Sunday only on 6/9/13 and put the account on our EZ Pay program. The customers first $12.00 EZ Pay payment was declined and we mailed him the letter on 7/1/13 that we send to all customers when we are notified that a credit card payment is declined, it advised him that the payment was declined. We also removed the account from our EZ Pay program. On 8/8/13 we sent an invoice requesting payment for 11.33. On 9/8/13 we sent an invoice requesting payment for $25.33 for papers delivered from 7/9/13 to 9/8/13. On 9/24/13 our Customer Service representative left the customer a voice message asking him to call us about his account. The customer called us back the same day and our representative explained that today was the last day his paper was going to be delivered without payment and asked him if he wanted to make a payment $25.33. The customer refused to pay and hung up. Representative stopped the paper delivery. On 10/1/13 the customer called and spoke to our Customer Service representative and made a credit card phone payment, the credit card was declined. On 10/3/13 the customer called again for help to access our E-edition. Our representative explained the credit card decline, verified the balance due was $32.33 and offered to take a payment by phone to restart subscription which would give him access to E-edition and customer refused to make payment. On 10/8/13 we sent an invoice requesting payment for $32.33 for papers delivered from 7/9/13 to 9/28/13. It is always regrettable when there is a misunderstanding and even more regrettable if such a misunderstanding causes the Tulsa World to be ****ed in a negative way. We certainly want to work in good faith with the customer. Upon receipt of the balance due of $32.33 plus $14.00 we will be happy to resume delivery of the Sunday paper. We hope that he will consider paying the amount due and re-subscribe with us. Please feel free to call me at************* if I can be of further assistance. Final Consumer Response /* (3000, 7, 2013/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any correspondence from the Tulsa World. They further refused to do a mail trace which would prove whether they actually sent the mail or not. I have also checked my card on the dates listed above. There was money in the account to cover these charges. Also, I did not hang up on the customer service representative on 9/24/2013. This is a false statement. But given how they have handled this up until now, I am not surprised. Final Business Response /* (4000, 9, 2013/10/17) */ The customer has made only 2 payments for services rendered since 2006, that have actually cleared and posted to their account. We have also waived two previous balances for papers delivered to the customer since 2006. We feel that we have gone above and beyond in an attempt to continue the business relationship. We would welcome an opportunity to provide additional service to the customer under the following conditions. This is our final offer: 1. We will agree to split the current charges with the customer. 2. Once payment from the customer in the amount of $16.16 has been received, cleared, and posted to their account we will credit off the remaining balance of $16.17. 3. We will resume delivery after a payment in advance is received by the customer, cleared, and posted for the number of months they wish to have delivery. 3. At the end of the prepaid term, we will stop delivery to avoid additional charges and will restart again with an additional payment in advance. **************** Tulsa World Media Company Circulation CS - Manager ************ Consumer Response /* (3000, 16, 2013/11/13) */ As of today, 11/11/2013, I have received no bill reflecting the 50/50 split as requested in my last response to this complaint. Business Response /* (4000, 18, 2013/11/14) */ Due to ongoing inconsistencies with the customers payment history our final offer, which agreed to a 50/50 split of the current charges, was contingent upon receiving the customers agreed to payment and provided that payment cleared. We feel that we have gone above and beyond in an attempt to continue the business relationship; however, we will make one additional final offer which is to apply the 50/50 split credit to the customers account prior to receiving their agreed to payment. A final invoice will be sent to the customer. In the event the customers agreed to payment is not received within 30 days, and if the payment does not clear, the credit we issued will be reapplied to the customers account. Sincerely, ***************** Tulsa World Media Company Consumer Response /* (4200, 20, 2013/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I must receive an invoice reflecting the 50/50 split. I have not received one yet which was written in my initial acceptance of their final offer. I have yet to receive the invoice as I asked for in my initial acceptance. Consumer Response /* (-5, 22, 2013/11/18) */ Today (November 18, 2013), I received a bill in the mail from the Tulsa World. It is still for the full amount. As previously stated, I need a bill reflecting the 50/50 split. Past events do not afford me the luxury of taking their word for it. This should not be this difficult. Just send the bill. Let's be done with this. Business Response /* (1000, 23, 2013/11/20) */ The system generated invoice for $32.33 (full amount) was mailed to the customer on 11/08/13 from Richmond, Va. The Special Billing invoice for the negotiated amount was sent certified on 11/19/13.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

0 Customer Reviews on Tulsa World
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Negative Experience (0 reviews)