ComplaintsforVentura County Star

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Between 01-01-23 and 02-25-24 my Mother was charged $209.72 for a monthly subscription that was supposed to include daily paper delivery service. She only received 2 papers delivered to the house during this time. When she called to report/complain (March 2023, September 2023) she was credited the next month's charge. She was charged for all months except April, October, and November. She was told they were having trouble finding someone to deliver in her area, but they continued to bill her on auto pay. She has now moved out of state and has canceled her subscription as of March 01, 2024. When I called in to resolve this Anna sent me to Jack. Both told me their policy is "No Refunds". My Mom's Credit Card company is pursuing refunds for this same issue. The resolution needs to be $207.72 refunded to my Mother ($209.72 minus $1.00 for each paper she received). The 2 attachments show the resolution request she submitted through the Credit Card company and the most recent monthly charge for 02-01-2023.

  Business response

  02/29/2024

  The Ventura County Star regrets this customer's poor experience.  We are issuing the requested refund to the card on file.  We spoke with the customer, informed them of the pending refund and provided direct contact information in case further assistance is required.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Aug. 21, 2022, I paid $53.28 for 12 months Sun. delivery. On Aug. 15, 2023, I renewed the subscription for $56.03 for 12 months Sun. delivery. Upon renewal, the newspaper stopped being delivered. Getting through on the phone for non-delivery was impossible as the system simply hung up. Prior to Oct. 20, 2023 I called to put in a vacation stop, and informed them the paper had not been delivered since renewal. Newspapers were not delivered after the vacation stop. On Nov. 22, I cancelled the subscription & requested reimbursement of $56.03. On Nov. 29, I was credited $37.84. On Nov. 30, I called to ask what happened to the additional $18.19. I communicated with a supervisor through customer service. I was given various excuses (e.g., there was a balance due; the papers had been delivered; I could have used their on-line service). Finally, I was told to dispute it with my credit card company (everyone knows you must do this within 60 days), so it was meant as a sarcastic comment.

  Business response

  12/06/2023

  The Ventura County Star regrets this customer's poor experience.  We've submitted a refund adjustment for the requested amount, which will be returned to the customer's card within the next few business days.  We spoke with the customer, informed them of the pending refund, and provided direct contact information in case further assistance is required.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  It’s been a month and couple weeks and I pay for the vcstar subscription every month. I haven’t not received no newspaper delivery !

  Business response

  09/20/2023

  The Ventura County Star regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  We spoke with the customer, apologized for the poor experience and provided a courtesy credit and direct contact information in case further assistance is required.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  October 2022 - Last October I contacted you concerning the renewal of the VC Star newspaper. I thought it was settled after receiving a new bill of $226.09 which I paid on Feb. 9, 2023. I was told this would be good from 3-13-23 -- 3-13-24 and put that on the check. They cashed my check in Feb. 2023 for this amount. I recently received a bill owing $378.35 and due on Sept. 15, 2023, so called them. After speaking with 3 different people, I am now told, what I paid in Feb. 2023 was only good until October 2023. This makes no sense to me, they told me they were giving me credit for all the missing newspapers and vacation holds, etc. and I was good until March 13, 2024 and now this! Needless to say, I am not happy, had I known this, I would have not renewed the paper with them. As far as I am concerned, they owe me money if they drop our delivery service in October. M******** the last person I spoke with today reduced the cost to $350, but still due in October to continue with the paper. As I review my delivery and history of payments on line, they don't seem to know what they are doing. I ask today, where on my account on-line does it show I am only good until October...she said, they don't show that, only what you pay. Not a happy person right now, especially since I just did all of this in February.

  Business response

  09/14/2023

  The Ventura County Star regrets the frustration experienced by this customer.  We have spoken with the customer and resolved the billing discrepancies. We will credit the account to not only cover her original paid through date, but for the missed deliveries and vacation holds as well. The customers new paid through date will be 6/30/2024. We have provided direct contact information in case further assistance is required.
  

  Customer response

  09/21/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20597557, and find that this resolution is satisfactory to me.  I did receive an email from them confirming our paper is good until June 30, 2024.  Thank you for your help.
  
  Regards,
  
  K**** & C**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I subscribed to the Ventura Star for 365 to be delivered to my home on October 31, 2021. Then received a letter stating no Saturday paper to be delivered starting March 19, 2022. After numerous telephone calls I've been told, I can read the e-edition, my husband and I don't read the paper via a computer, that is why I paid for it to be delivered to my home. In March 2021, we started getting a lot more missed papers as well, so I had to call and complain, no paper. They once again said, I could read the e-edition...what part of this don't you understand I ask them. I paid for it to be delivered to me 365 days. I have placed several vacation holds as well during the year. My subscription now renews on Nov. 1, 2022 and I have called, went to the local office and get nowhere. This morning when I went to *** ***** #300, Camarillo, CA the doors were locked, so I knocked, I got no place. I chatted a few days ago and printed it all out but go nowhere. So, I have 33 no Saturday papers, 15 missed papers and 14 days of vacation hold papers, a total of 62 papers that I should get credit for. Since it renews and I just got my new bill for $527.93, I'd like my 62 days of credit given to me before I pay anything, if I pay at all. Last year I paid $280 and now it's $527.93 and get terrible service. By the way, on June 17, 2022 I mailed a letter to Gannette Corp, McLean, Virgina and a copy to *** ***** Dr. #300, Camarillo, Attn: Chris Bowman, Managing Editior.....I have heard nothing from either of them. No letters have been returned to me by the PO either. It's apparent to me reading the Yelp Complains that they won't be in business to much longer. I'd just like to get the credit owed to me and for what I paid for this past year. I think this is only fair, but apparently Gannette Corp. & the Ventura Star doesn't think so. Thank you

  Business response

  10/26/2022

  The Ventura Star regrets the frustration experienced by this customer. We have adjusted the customer’s bill to reflect the difference in cost with no Saturday Edition. The customer’s account will now be paid through January 24th 2023. We have lowered the customer’s rate for the 2023 year.  The customer has been provided with our contact information in case further assistance is required.  

  Customer response

  10/27/2022

  
  
  Yes, I am happy with the results at this point.  They have extended my newspaper until Jan. 24, 2023.  Terri who called me also gave me the annual fee of $280 for the renewal on Jan. 24, 2023 for 6 days a week delivery service.  This of course is not counting any missed papers between now and the 24th of January.  She did provide me with her telephone number in case of a problem.  She assured me I'd get a new annual billing in December that would extend my delivery service until Jan. 24, 2024.

   Thank you for your help.  I did receive a call from Teri concerning our newspaper service delivery and renewal.  She has credited the account and extended the paper until Jan. 24, 2023 for us.  A new renewal notice will be mailed to us in December at the rate of $280 for the annual fee.  This is for 6 days a week delivery to our home.  Teri also provided me with her direct telephone number in case I have a problem.  Hopefully it will all work out, and yes, I am happy with my results.

  
  Better Business Bureau

   

  Better Business Bureau

   
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My mother is 95 years old and had been a customer of the Ventura County Star/Press courier for over 50 years. Over the last few months her paper has not been delivered multiple times weekly. My brother and I have made multiple complaints (email and voice message) to the paper. We have never spoken to a live person. My Mother is C******* ******* *** ****** Dr. Oxnard Ca. 93033. Her number is ###-###-####. My mother relies on the paper daily (except Saturday) for current events and date clarification. We have never gotten a response from The Star/USA today network. Thank you for your assistance, S**** ********, Medical Power of Attorney for my mother C******* *******

  Business response

  05/10/2022

  The Ventura County Star regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and corrections.  We emailed and left a voicemail for the customer, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

  Customer response

  05/10/2022

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17124553, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Several years ago the paper offered a subscription to the TV Star (tv guide) and it was paid annual. This February I was informed they were cancelling it and we had the option to subscribe to TV Weekly. I've called repeatedly about my subscription because I have not been reimbursed for the TV Star (the new subscription began last fall) and am not receiving TV Weekly. Their CSR's are confused and speak poor English and do not understand. They keep telling me to call TV Weekly. The VC Star has my remaining funds from the TV Star. I want my remaining subscription money from last fall and into February reimbursed. I have a second complaint as well. My online account is linked with someone else's (see attached screenshot). I have asked them repeatedly to correct the problem. I don't even know who these people are in Thousand Oaks and yet my account and theirs are linked together online. On page one is their information and when you scroll to page two it is my information.

  Business response

  05/02/2022

  The Ventura County Star regrets the frustration experienced by this customer.  We've attempted to reach them to discuss and resolve this matter and have left voicemails with our direct number for follow up.   We hope to hear back from this customer to ensure we fully address and resolve their concerns.  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Have subscribed to Ventura County Star for many years. Delivery became undependable (missing paper weeks at a time). Always contacted paper with no resolution. Cancelled subscription. A few months later received ad by mail and thought perhaps problem had been resolved. Sent my check #1608 for $84.00 on 1-6-22 for 3 months subscription. On 1-19-22 received email that paper delivery would start 1-20-22. I still have not received a paper. Have called, emailed, texted, had conversations. Each time promises were made. Still no paper delivered. Could you get through to them that they have a problem with delivery. We want to support our local newspapers. Thank you. A** *****

  Business response

  02/04/2022

  The Ventura County Star regrets the frustration experienced by this subscriber.  We escalated this matter to our distribution management team for review.  We spoke with the customer who confirmed they have received delivery the past several days.  Direct contact information was provided in case further assistance is required.

  Customer response

  02/06/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16682374, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the Oxnard news paper, gave them my credit card. They told me delivery would start on Friday, 17 December 2021. I have called and complained I have not received my paper. They keep giving me lip service. All calls go to the Philippines and nothing gets resolved. I have been charged already. I want to cancel the subscription and told them this and they just say they will call me back and I get no response.

  Business response

  02/04/2022

  The Ventura County Star regrets the frustration experienced by this subscriber.  We spoke with them and confirmed their subscription has been cancelled and a refund has been processed.  We offered to restart their subscription with a courtesy credit and work with our distribution managers to ensure service is improved, but the customer declined this offer.  Direct contact information was provided in case further assistance is required.

  Customer response

  02/14/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16389970, and find that this resolution is satisfactory to me.

  That newspaper finally responded, apologized and said they would credit us the difference. Thank you. 
  
  Regards,
  
  A*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The consumer stated over the phone that this past Saturday and for the last couple weeks that she has not received the TV Guide. She talked to customer service and was told that the guide will be delivered on Saturday 11/20/2021, the guide still was not delivered.

  Business response

  02/04/2022

  The Ventura County Star regrets the frustration experienced by this subscriber.  We’ve escalated this matter to our distribution management team to ensure service improves going forward. We attempted to reach the subscriber to discuss the matter, but were unable to connect or leave a voicemail. 

  Customer response

  02/22/2022

  
  
  I am rejecting this response because:

  The customer called and stated that they did not receive the paper this last Saturday. If they owe any money to continue delivery then please them know and they will pay it, but they are sure that they do not owe.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  02/22/2022

  This customer does not owe a balance.  We regret the continued delivery problems and have again partnered with our distribution leaders to address and correct this matter.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩