BBB Business Review

BBB Accredited Business since 10/01/1979

Times Record News

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Phone: (940) 767-8341Fax: (940) 720-3414View Additional Phone Numbers1301 Lamar St, Wichita FallsTX 76301-7032

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BBB Accreditation

A BBB Accredited Business since 10/01/1979

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

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

Reason for Rating

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

Factors that raised Times Record News' rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

4 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues2
Delivery Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Times Record News

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 (4)BBB Closure Definitions
11/20/2014Billing / Collection Issues | Read Complaint Details
X

Complaint
over charging for newspaper delivery
trn drafted on my account 2 times for the month of 10-14 was told i was a month behind and that it has been a month behind for many yrs and they are just now catching up on all accounts.they need to send me proof i know i was never behind i pay for what i owe but wont pay for thier mistakes

Desired Settlement
just a refund of what im owed

Business Response
The subscription for this customer was on a cycle that had him paying for his newspaper subscription in "arrears" instead of in advance as other customer do. This meant the charge for his account was processed and applied after his expiration date and he was in fact paying for papers already received, after the fact.
On September 2, 2014 we sent a letter to him and a small handful of others readers with this same setup, that after October 6, 2014, the payment method of an automatic debit of checking or savings account would be changed to 7-days prior to expiration date. This letter provided him more than 30 days notice of the change.
To make this new payment cycle possible we needed to charge him once for his normal monthly billing and a 2nd time to move his account to paying in "advance" instead of arrears. This was a one-time only double charge to put him on the proper cycle as other readers. Moving forward he would be charged just 1 time approximately 7 days prior to his expiration date for papers he would be receiving in the future days.
It is my understanding this was explained to him in a recent phone call to our office. His payment was not delinquent but his account was simply converted to an advance payment method as all other subscribers are on.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
they need to show me from the start how it was behind and why it took several years to charge me on paper statement

Final Business Response
I would be willing to extend this subscriber one additional month of delivery to account for his perceived extra charge. I would, however, need to keep the new dating system of the automatic charge to his account to happen 7-days prior to his expiration date.

01/06/2014Billing / Collection Issues | Read Complaint Details
X

Complaint
a flyer came in the mail for the monthly subscription rate to be "$9.99 a month, saving me a discount of over $190. per year.

Being refused this rate
TRN refuses to allow me this rate, giving me excuse after excuse.
First it was the excuse I needed to prepay the total amount.
Then it was I needed to be signed up for automatic billing.
Then it was only to cover one month.

All of the above are not mentioned at all in the flyer.

I am signed up for auto pay, as that is how I noticed them deducting too much money from my account.

Also you can't "save over $190 a year in one month."

Desired Settlement
honor your flyer, and give me credit of the $25.12 they have stolen from my bank account.

Business Response
I would really need to see the flyer with the offer Ms.******* is refering to in order to give an intelegent response. We have several offers under way right now.

How ever the offers that we have underway that i am aware of on it somewhere it will tell them that it doesnt apply to current subscribers and any person that gets one of these must be a non-subscriber for at least 30 days prior to the offer being made.

Lastly, the offer rate is only good for as long as they pay for. In other words if your offer is for 9.99 per month that is prepay so if you pay for three months you get it at 9.99 per month. after that it will go to regular rate. So if you pay for a year $119.88 you will not experience any rate increase for that year. If you pay for three months the fourth month it is subject to rate increase.

Allthough customer was on the auto draft this is true however when she signed up she only prepaid for one month(9.99) then after that expired she went to full rate just like noted in her acct.

In a effort to keep her satisified she has been put on a reduced rate.

Our Customer service has made attempts to contact her to get all this straight but no luck on her end.

If you need further assistance please direct her to my personal number and i will be happy to discuss this with her.



Consumer Response
I am here to indicate NO, I am not happy.
They sent me a letter telling me that I am no longer going to receive their price as indicated by their flyer.

The price on the flyer was a lie, and they got caught by you guys, because I reported them to BBB.
They let me have that price until they though things had "smoothed" over.
I knew this was going to happen, that is why I waited to respond if I was happy or not.

Times and record news sends out flyers that are not true!
I plan to tell everyone I know on Facebook, both family and friends about them, and what they have done to me personally.

*** *******


Business Response
I am really sorry for the rate increase however it has happened to all subscribers. I really don't have another answer for her. A possible solution to her issue is for her to pay a year at a time and it will lock her into that rate. Again the offer that was made to her was 9.99 per month for 3 months after which it reverts to full rate.

Reviewing her account every time she gets a renewal notice she calls and tries to get the 9.99 rate again and this was an introductory offer and if she would read the letter that was attached to the top of the form she would have seen that was stated. The price increase is .44 per month increase over the offer price. I cannot adjust her rate.

If she would like to discuss her rate she can contact **** ******** the Circulation Sales Manager and he might be able to offer her something but at this time the rate is what ever her statement says it is.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
there is nothing about paying a year in advance OR a 3 month limit on the price on the flyer.
There is no expiration date on it what so ever.

Also, I have not even had the paper a year, so what are you talking about every time I renewal????
Quit lying.

If you were to read what your company's flyer that was printed out and mailed, we wouldn't have to be having this conversation at all.


Business Response
The Promo that Ms. ******* started on was a We Want You Back promo for 9.99 for as long as she paid in advance. She paid for one month.
It appears as though that we will not be able to meet with her in the middle. There has been a rate increase and her subscription has had an increase of .44 per month. Which all subscribers have faced.
Again I suggest that Ms. ******* contact **** ******* at (XXX)XXX-XXXX to see if he can make an adjustment.

05/21/2013Problems with Product / Service
05/21/2013Delivery Issues

Industry Comparison| Chart

Newspapers, Printers

Additional Information

top
BBB file opened: 10/01/1979Business started: 01/01/1907
Contact Information
Principal: Mr. Dwayne Bivona (Publisher)Customer Contact: Russell Arbuckle (Circulation)
Number of Employees

103

Business Category

Newspapers, Printers

Alternate Business Names
Times Publishing Company

Map & Directions

Map & Directions

Address for Times Record News

1301 Lamar St

Wichita Falls, TX 76301-7032

To | From

LocationsX

2 Locations

  • 1301 Lamar St 

    Wichita Falls, TX 76301-7032(940) 720-3491

  • PO Box 120 

    Wichita Falls, TX 76307-0120

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 North Central Texas. 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.

*Times Record News 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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Additional Phone Numbers

  • (940) 720-3491
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BBB Complaint Process

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BBB began including complaint response text in BBB Business Reviews on 6/20/2013.

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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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