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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 13 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 7 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

7 complaints closed with BBB in last 3 years | 6 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 2
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 7

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

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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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)

3/27/2015 Delivery Issues | Complaint Details Unavailable
1/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have continued to have increased delivery issues over the past year. Multiple phone calls and request for redelivery have been made. Every time we speak with a customer service rep we are told they will re attempt delivery which NEVER happens. Along with that we are told our account will be credited for the missed delivery, this also has NEVER happened. I am cancelling my subscription and filing with my bank that your last charge is fraud so I can get some of my money back since you all cannot follow through with your customers. This has been disappointing to my wife and I since we both have lived in the area most of our lives and grew up reading the Coloradoan. Your customer service has sunk below acceptable. We hung in there for about a year while giving you all multiple opportunities to fix the problems and show us that we should stay with you all as subscribers. This is disappointing to us since the only day we receive the paper from the Coloradoan is on Sunday when we are both home together and get to sit down, relax, drink a cup of coffee and read the Coloradoan(If one shows up which they don't). Good luck holding on to customers in our area since several of our neighbors have cancelled recently for the same problems.

Desired Settlement: Please refund approximately half of what you charge me over the past year since that is truly what showed up on my door step, or bushes since that's where I find the paper most of the time when it does show up.

Business Response: Mr. *******,

We apologize for any poor delivery service that you may have received. Our records indicate that the carrier missed your delivery 4 times in the past year and the credit for the missed delivery has been applied to your account each time. Unfortunately over the past 6 months we have had some carrier turnover in your area so it does take some time for new carriers to learn the delivery route. We again apologize for any inconvenience that this may have caused.

We do appreciate your business and would like to extend a one month delivery credit to your account to get the delivery issues corrected and addressed. Please feel free to email or call me if you would like to take advantage of the free month of Sunday delivery.

Sincerely,
******* ********
Consumer Sales Manager
**** ******* ********** ************ ******************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the Coloradoan and find that this resolution by then to offer me a free month of Sunday service and passing the blame to their carrier is unsatisfactory. There have been more than 4 issues filed over the last year, Coloradoan only shows 4 reported delivery issues, which continues to support my reasoning for canceling service. Not sure what is going on with your customer service that only shows we reported 4 problems but that sounds more like how many times we have reported problems since September and more like 12 or more over the last year. This explains why I have not been credited appropriately for delivery issues over the last year. Understand having carrier turnover is difficult to manage but when your customers suffer you may have more of a problem than you think. I will have to respectfully decline your offer to resolve the issue by giving me a free month cause I feel that the Coloradoan has had my trust to resolve the issue over the last year and has failed. A refund as requested before would be appropriate and due to me with good reason. Good luck with correcting delivery problems in our area and hopefully your able to retain customers.

Regards,

******* *******

12/16/2014 Problems with Product/Service | Complaint Details Unavailable
11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribed online to the newspaper. I received an email right away telling me how much it would be and when they would debit my account. It was a different price that I saw and purchased on their website. I called to cancel 2 days later and was told ok, my subscription would be cancelled and that my card would not be charged. I spoke to 2 different reps on that day, and also emailed them to cancel and also chatted live with a rep. I was told by the chatter that she could not cancel my account. I received an email the following day saying that they could not cancel my account through email or chat. The following day I noticed that my card HAD been charged. I called again and spoke to a supervisor. I was told be her that the charge would be reversed. I asked her if I could get an email sent to me saying that my account had been cancelled and she said that they were not set up to do that. Its now 2 days later and my account has not been credited and I still have no documentation saying my account is cancelled.Why can I subscribe online, pay online, do everything online EXCEPT get a cancellation email?This is unfair business practices and thats why I filed a complaint with the BBB and the Attorney Generals office.I hope someone can help me and stop the Ft Collins Coloradoan from doing business in such an underhanded way.ITS DISGRACEFUL!!!!!!

Desired Settlement: REFUND MY MONEY AND A CHANGE TO THE WAY THEY DO BUSINESS!

Business Response:

******,

 

I sincerely apologize for your recent experience with our Customer Service Department. I do show that we have refunded the payment of $6.73 on 10/17/14. I am also looking into why the amount was a different price that you may have saw when you purchased it on our website. This is the first time I have heard of this issue and I have our IT department looking into this for me. We are also reviewing our current procedures around canceling service through email and we do appreciate that you have brought this issue to our attention.

 

Sincerely,

******* ********

Consumer Sales Manager

Fort Collins Coloradoan

************

***************@Coloradoan.com

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

I am rejecting this response because:  I still have not received anything that says my account is cancelled.  Also, why did I not receive the full amount of my refund.  How do I know that my account will not be charged again next month, and if it is, what do I have to show that it is a mistake.  Just some questions that need to be answered and addressed. 

Regards,

****** **********

Business Response: ******,

Good afternoon. Attached is a screenshot of our circulation system verifying that your account is currently stopped. In the attachment, there is a section that reads Sub Typ. The X next to that means that the account is inactive and we have closed the account down. Your credit/debit card will not be charged again because we have completely removed it from our system. I believe that the difference of $0.01 in the refund amount was due to an accounting error. I will ask them to adjust that and mail you the difference. Please let me know if there is anything that I can help you with or clarify for you.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Thank you for all your help!

****** **********

10/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Their website says, "Subscribe Now And Get Three Months For The Price Of One* All options include 24/7 access to Coloradoan.com, all tablet and smartphone apps, the e-Newspaper edition and a 30-day article archive." When you call they charge $8/month instead of $8/3 months for the online version. This even after I questioned their rep about it.

Desired Settlement: I want the first three months for $8 total and then $8/month after that.

Business Response: We apologize for any confusion that Mrs. **** may have encountered through our Customer Service Representative. The promotional rate of $8 for the first three months was designed to be a web only special so the promotion was not set up through our Customer Service phone line. This promotion will be added through our Customer Service phone line as well as our online subscribe website. We will honor the promotional rate for this customer and their new expiration date will be 1/2/15. We would like to apologize for any inconvenience this may have caused and would like to thank Mrs. **** for subscribing to the Coloradoan.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

***** ****

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

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
************ ******************************