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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that The Fort Collins Coloradoan 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 the rating for The Fort Collins Coloradoan 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 Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Business ManagementMs. Kathy Jack-Romero, Publisher Mr. Joshua Awtry, Executive Editor Ms. Pat Ferrier, Business/Growth Editor
Newspaper Companies Newspaper Advertising Companies
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1300 Riverside Ave
Fort Collins, CO 80524 (970) 493-6397 (970) 224-7730 (970) 224-7701 (970) 224-7777 (970) 224-7742 Directions
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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
- Guarantee or Warranty
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BBB Complaint Process
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Additional Phone Numbers
- (970) 224-7701(Phone)
- (970) 224-7730(Phone)
- (970) 224-7742(Phone)
- (970) 224-7777(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
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.
BBB Letter Grade Scale
Star Rating scale
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.
Read Complaint Details
Complaint: The Fort Collins Coloradoan Newspaper has solicited us numerous times via the telephone for home delivery. Each time we have signed up it has ended with the Coloradoan insisting they do not deliver to our address - even though many of our neighbors receive the paper on their driveway every Wednesday and Sunday. In all but the recent case - they never charge our credit card - and it ends with a fairly non caring 'we don't deliver and don't care if your neighbors get the paper'. They insist they do not deliver to our neighborhood - which is completely false. This crossed the line recently when my wife was solicited by a gentleman at the Windsor King Soopers one Sunday in April. This man insisted they do indeed deliver to our address and he is familiar with the problem and can get our paper started. My wife signed up and gave him credit card information. Shortly after that - our credit card was charged $7.21 and I started receiving emails to sign up for my online subscription and our home delivery would start shortly. Their website did not recognize my attempts to register so I never had access to even the online edition. Weeks went by and no paper, no phone call, nothing. My wife attempted to contact the gentleman who had sold her the paper (he had given her his cell number) and he never returned her call. She called the newspaper to inquire what was going on - after a very long hold - was told that a) the offer she was quoting for Wednesday and Sunday delivery does not exist and b) finally located the order which they stated was sitting there waiting to start mail delivery. Mail delivery ? This is not what we were sold. This is basically fraud, or bait or switch. My wife explained what the gentleman told her - and the lady said she would check with her supervisor and get back to her. When no one called back - my wife called back (spent another long time on hold) and then asked to just get our money refunded and cancel this. The lady said she could try to fix it - but by now my wife had spent between an hour and two hours just in these two phone calls. The lady said she would put in the request for the refund. The final punch came when they issued a refund for $6.25 cents. Normally I would not worry about $.96 - but - in this case they wasted our time and exhibit and attitude of they just don't care.
Desired Settlement: Adjusted refund for the correct amount. Apology from their management. Agreement they will stop soliciting via the telephone in our neighborhood and assurances that salesmen in the field are trained to not sell in addresses they do not deliver to - especially when the customer tells them there is a problem. Agreement that they will not switch an order from Home Delivery to Mail without confirming with customer.
Mr. **** was unfortunately given incorrect information from our Customer Service department in regards to his neighborhood not being in our delivery footprint. When Mr. **** subscribed his account information did not pass through to our carriers route list so the carrier was not aware that Mr. **** had an active subscription. His address does fall within our home delivery area and we have gave Mr. **** a free month of delivery of our Sunday and Wednesday newspapers for his inconvenience. We apologize for the recent customer service experience Mr. **** has received and appreciate Mr. ****'s understanding of the situation.
from: R **** <r****@the****s.com>
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I been overcharged. I've called numerous times to get this solved.I've still not got my refund. This is what has happened.On 8/27 I paid for a 3 months subscription but was over charged by 10.47I paid 37.44 when it should have been 26.97I called 2 times to get my refund of 10.47 I called 9/19 and spoke to *****I waited still no refundI called on 9/30 spoke to ****10/1 I finally get my refund. 10/14 I was charged 8.99 11/5 I Called and spoke to ****. I asked why I was charged after finally getting my refund. She says I was charged because I had a balance. She says she will take care of to call in 5 10 biz days. 11/20 I spoke to ******. He tells me 5 biz days.I Signed up with discountednewspapers.com1-877-424-0063Service from 9/1- 12/1 but began 8/30I want a refund of 8.99 Bad service.Maybe the can make up for it with a free month.Very disappointed. This is not the first time this has happened and back then I decided to cancel and I give them another chance and here we are again.
Desired Settlement: 8.99 and a month of a free subscription would be nice.
***** ********* ******* ******************************
********** ******** ********************************
***** **** *** *** **** ** **** **
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|12/16/2011||Problems with Product/Service|