Customer ReviewsforDaily Herald Media Group

We have been a customer for many, many years. 2 problems.Since end of december.2023 delivery has been awful. Some weeks we get delivery only 5 out of 7 days and even after calling never get replacement paper. Now we just ask for credit..if we will get that! Prior to this, delivery was great.2nd...for what we pay the paper the paper gets thinner and thinner

**************, our Call Center Coordinator ***** spoke to you about the delivery of the paper and apologized for all the missed papers and all the papers that were not delivered to the porch, and processed credits for the all the delivery issues. ***** also notified our delivery service to be sure the paper is porched and delivered daily. ***** finally noted that you were such a nice person to talk with. **************, thank you for being a loyal Daily Herald reader and subscriber.

Similar to other reviews here, there is no published subscription fee past the initial promotional cost. There is also no notification delivered to subscribers for price increases, and auto-charging is inconsistent at best. One month ago we were paying $65 per month, and in January 2023, we were billed $98 twice in January. This means that a promotional rate of $18 per month increases to over $100 per month... $1200 or more a YEAR... for a suburban newspaper. Even the Tribune is only $20 per month. When attempting to call **************** during their laughable ******** open hours, you will wait for over 30 minutes. I finally did receive a call back from an incredibly rude **************** Agent, who told me that she could not tell me what my monthly subscription fee was, and that there is no standard monthly or annual price for a daily paper. When I asked to be transferred to her manager to discuss this further, she said she would have someone call me back. I doubt this will happen, but it certainly explains why print is dead.

**************, thank you for your comments via your BBB submission. Please provide your address and/or phone number so we may access your account and address your concerns, as we do not have home delivery in **************. Thank you. ************************ New Business Manager-Circulation o: ************ | c: ************ ******************************* ************ | ********************************************** DailyHeraldMediaGroup.com

**************, per your conversation with Call Center Coordinator ***** today a credit has been applied, your mother's rate has been adjusted and the account will now be billed directly to you. Please advise if you have any further questions, thank you.************************ New Business Manager-Circulation o: ************ | c: ************ ******************************* ************ | ********************************************** DailyHeraldMediaGroup.com

Received a solicitation from them on 10/1 -subscribe for 26 weeks,4 days a week for $23.40. On 10/3 I mailed a check for that amount to them. 1st delivery was on 10/9 (Sunday), NO paper received on 10/12, Wednesday. Called customer service, paper will arrive in 2 hours. Untrue. Called back and canceled subscription. 10/13 paper delivered. Check from 10/3 not yet cashed. Received an invoice in the mail asking for a payment of $55.60 to continue subscription. This is incompetence beyond the realm.I stopped payment on the check for $23.40, which cost me $30.00. Its difficult to believe that a customer service ***** could be worse than Com..., but its true. **********

************, we apologize for your experience with the lack of your deliveries and subsequent unwanted deliveries and billing issues but thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused as it is not our intent to do business in this manner.A number of processing errors occurred including entering your subscription order with a premature starting date not allowing for your payment to be posted resulting in you receiving an invoice. Additionally, as a new subscriber the added surcharge fee should not have been applied to your account. Our records indicate your payment was ultimately not applied to your account due to your stop payment order. Please note we are processing a check in the amount of $30.00 to reimburse you for the bank charge, which you should receive within the next two weeks. We are sorry for the errors that occurred. Please advise if we could arrange for you to receive a complimentary four-week sample of our Sunday print delivery to test improved service reliability at no cost and no obligation to you, as we hope to earn your confidence and you may reconsider us for your needs.Sincerely, ************************ New Business Manager-Circulation o: ************ ******************************* ************ | ********************************************** DailyHeraldMediaGroup.com

Have tried since Mothers Day to get paper delivery. Most days no paper. A few days 2 papers. No one seems to be able to help with paper delivery. We call and call and call. Excuses. Every time!Very frustrating to say the least! ***** B

************, i understand based on the last few days the issue seems to be resolved. Please let us know if otherwise and thank you for your patience in this matter. ************************ New Business Manager-Circulation o: ************ ******************************* ************ | ********************************************** DailyHeraldMediaGroup.com

I am up in *******, ******** and it is January 10th 2022 and have not gotten paper for 3 days and calling their office does no good! Paper is Daily Herald! ******************

***********************************, I see you spoke with our *********************** Representative **** **** on 1/10/22 to address your concerns and missed deliveries. We apologize and have credited your account. Please contact us again in the event your Daily Herald is not delivered. Thank you for being a loyal subscriber.********************* New Business Manager

I started a new subscription at least four weeks ago and every Sunday I have to call because the paper is not delivered. Every Monday I call and talk to a customer service rep and get the same response:We will call headquarters, Amazing that this organization is still in business!***********************

**************, we apologize for your experience with the lack of your Sunday deliveries. Although your previous complaints have been documented and communicated to our delivery service there has been obvious inaction taken to correct the situation. As a side note credits have been processed on the missed deliveries.We have involved top management of both the Daily Herald and our delivery service to insure this does occur again, and insisting upon proof of your Sunday paper arriving at your address.Thank you for responding via BBB alerting us to your dissatisfaction so we in turn can take these corrective measures that should have already been in place, and we appreciate your patience in allowing us to get this right once again.Sincerely, ************************ | New Business Manager-****************************************** | ************ | fax 847-427-4793Daily Herald Media GroupP. O. Box 280 | *****************, ** 60006DailyHerald.com | Reflejos.com | BusinessLedger.com | DailyHeraldMediaGroup.comFind us on ******** | ******* | LinkedIn

I have a daily subscription for home delivery to the Daily Herald. I just realized that I am being charged $158 per month, which comes out to be more than $5 per day.I looked online and the new subscriber rate is $3.70 per week, with a fine print notice that there is an 80c surcharge. (effectively $18 per four weeks.) I called to complain and was told that $158 per month is the correct charge. That the introductory rate automatically increases. And that the Daily Herald does not notify about the increases.I suspect that the Daily Herald news department would expose this as excessive if a local business followed this business model of hiking the introductory rate.

Mr. Twomey, we apologize for your experience and difficulty in navigating our billing system. We do appreciate you being a long-time reader as our records indicate you have been a subscriber paying by credit card for a number of years. And to confirm your most recent conversation with us, your account and rate have been adjusted to an amicable level, and for you to be invoiced every 4 weeks. Although our customer service representative erred in her comment, our billing system does produce a letter and/or postcard for every periodic price increase to subscribers paying by credit card, and a bolded notice is on every invoice to those being increased and receiving a bill and paying by mail. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused. Please note the following is an excerpt from our most recent price increase message: Effective with this invoice, your subscription rate has been increased. The rate change will be invested in local journalism to improve our level of coverage, include your voice in the paper, even help with lowering your virus risk and scheduling your vaccine. We have revamped our entertainment coverage on things you can do at home, added a few puzzles and Parade magazine too. Thank you for standing behind us in the toughest times. And thank you for retaining your status as a long-time reader and subscriber. Sincerely, Wayne S. Gebis New Business Manager-Circulation o: 847-427-4335 | c: 847-650-4335 [email protected] P.O. Box 280 | Arlington Heights, IL 60006 DailyHeraldMediaGroup.com

I called in February to have my rate lowered, the rep said dont pay the current **** and would reduce the rate to $68 dollars I received a notice from a collection agency biehl&biehl stating I owe 66.40 for a month , I have a new account number when is correct amount of 68. I was on the phone for 1 hour they told me the rep that I spoke to created a new account!, I spoke to a rep today and agreed to lower the amt past due on the cancelled account to $50I asked if that can be removed because of the inconvenience and I have been a customer over 20 years and said thAts all we can do!, she only gave me a credit of 16.50!,, I feel that the entire amount should be removed. Im almost going to cancel the newspaper Im one of the few who still gets it delivered

Thank you Mrs. ****** for being a long-time Daily Herald subscriber. Please note the customer service representative who restructured your account in March did not handle the transaction properly, resulting in the unpaid invoice on the old account and thus ending up in collections. We apologize for the error and have applied an additional $30.00 credit. Also note to disregard any invoices on the old account number (already in the mail) and only pay the next $68.00 bill on the new account, and we thank you again for being a Daily Herald reader. Wayne S. ***** New Business Manager-Circulation o: 847-427-4335 | c: 847-650-4335 w*****@dailyherald.com P.O. Box 280 | Arlington Heights, IL 60006 DailyHeraldMediaGroup.com