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Northern Colorado and Wyoming
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BBB Accredited Business since

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BBB Accreditation

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

4 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

1 Customer Review on The Fort Collins Coloradoan
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

top
BBB file opened: May 01, 1983 Business started: 01/01/1875 Business started locally: 01/01/1875
Business Management
Ms. Kathy Jack-Romero, Publisher Mr. Joshua Awtry, Executive Editor Ms. Pat Ferrier, Business/Growth Editor
Contact Information
Principal: Ms. Kathy Jack-Romero, Publisher
Business Category

Newspaper Companies Newspaper Advertising Companies


Customer Review Rating plus BBB Rating Summary

The Fort Collins Coloradoan has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1300 Riverside Ave

    Fort Collins, CO 80524 (970) 493-6397 (970) 224-7730 (970) 224-7701 (970) 224-7777 (970) 224-7742

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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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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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What is BBB Advertising Review?

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (970) 224-7701(Phone)
  • (970) 224-7730(Phone)
  • (970) 224-7742(Phone)
  • (970) 224-7777(Phone)
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Additional Email Addresses

  • - Communication/Mass Email
  • - Communication/Mass Email
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Complaint Detail(s)

7/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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.

Business Response: 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.

Mr. **** has been given our local Consumer Sales Manager's contact information in the case of any poor delivery service that may arise in the future. He has also been offered a discounted promotional rate of $4.33/month for the next 3 months after his free month of delivery expires.

Sincerely,
******* ********
Consumer Sales Manager
Fort Collins Coloradoan
###-###-####
***************@Coloradoan.com

Consumer Response: Complaint: ********

I am rejecting this response because: While there solution all sounds good - NONE of what they propose has happened.  Promised delivery last Sunday and last Wednesday did not happen.  I have let ******* know but have not received any update. 

Regards,

***** ****

Consumer Response: from: R **** <r****@the****s.com>
to: disputes@wynco.bbb.org
date: Mon, Jun 30, 2014 at 6:46 PM
subject: Re: You have a New Message from BBB Regarding Complaint #********

Please change this to I accept the resolution and close complaint.

THANKS

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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.

Business Response: ***** ********* ******* ****************************** *** ******************** *** *******************************  ********** ******** ******************************** ***** **** *** *** **** ** **** **
subject: RE: Re: Coloradoan

*****,

I appologize for the delay in getting this response back to you. I was under the impression that this was settled as I resolved this issue with the consumer. Below is the response to the case. Please let me know if I need to do anything else to rectify the complaint.

When Ms. ****** subscriber via our subscriptions sales vendor Discountednewspapers.com, there was an outstanding balance owed of $10.47 from her prior subscription. Ms. ****** contacted our customer service department and requested that to be refunded. The refund was processed and returned to Ms. ****** on 10/13/13. Ms. ****** was set up on our EZ Pay program which will automatically charge the monthly amount every month therefore the $8.99 charge on 11/5/14 was for the following month of delivery. We have applied a one month courtesy credit to Ms. ******* Coloradoan account for any confusion and would like to thank her for her continued readership. 

Sincerely, 
******* ********
Consumer Sales Manager
Fort Collins Coloradoan
************ ****************************** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2011 Delivery Issues
12/16/2011 Problems with Product/Service