Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to the Los Angeles Times on October 9, 2024, under a four-month introductory offer, meaning my subscription should have been valid until February 9, 2025. In accordance with their terms, I sent my cancellation notice on February 2, 2025, prior to the renewal date. However, unbeknownst to me, my account was charged $16 on January 29, 2025, before my subscription period had ended and before I had the opportunity to cancel. Since I followed the proper cancellation process and was charged prematurely, I believe this charge was made in error. I respectfully request that this charge be reversed and that my account be credited accordingly. I have enclosed relevant records of my subscription terms and payment history, for your review. I appreciate your reconsideration of this matter and look forward to a fair resolution.

• Initial Complaint

  Date:02/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i paid for a year subscription; to end on 7/28/2025. for home delivery, sunday only. as of 12/15/2024, i have not received 6 sunday editions. i've asked for redelivery, but nothing was redelivered. prior to 12/15 there was not a problem with delivery. the excuse is always that they have problems with their delivery people. they've had 6 weeks to figure it out. latimes is not a small company. they should have resources to manage this.

  Business Response

  Date: 02/18/2025

   

   

   We are sorry that your delivery has not been consistent.

  Due to unforeseen economic changes, the carrier workforce has been challenging. However, we will work closely with our distributors to ensure service can be provided. Our records indicate that you spoke with **************** and were informed that the carrier cannot access the gated community without a key fob. We also understand that the management office does not want to provide the carrier with the fob.  Further review shows that credit was applied to your subscription for the 6 missed deliveries.

  To better assist, please let us know where the paper was delivered before 12/15/24 so we can notify your local distributor for a resolution.
  

   

  Regards,
  LaToya 
  Escalation Support Specialist
  California Times - Los Angeles Times 

  
  

  Customer Answer

  Date: 02/20/2025

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

  i had informed customer service that our gates to the community are open between hours of 7 a.m. and 9 a.m.  that is when the other delivery always took place and with no problem.  i don't even get a gate code to open the gates.

  so far the last two weeks i've gotten the paper.  i hope this continues.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my print edition subscription I am promised that if a paper is missed and I let them know before 10 AM it will be redelivered. This did not happen this week. And as I told the offshore help center *** when she promised the redelivery I knew it wouldnt be because in the 14 years I have lived here I have never received a promised redelivery of the newspaper. I am told they will contact the delivery contractor and the problem will be solved but it never is. I was told I could read it online. I do not pay for a print edition to be stuck reading it online. I cannot easily do the puzzles online. And I was busy yesterday and did not have time to read it online and today it is not available to read online as I could if I had the hard copy. The newspaper is delivered usually around 2 AM. This means the news is not even current when I read it the next day. I had to go online for election news because the paper was printed too early in the overnight time period. There used to be a VIP line where someone in Los Angeles would actually work on issues with delivery. I want to get the missed delivery without promised redelivery fixed. I want a current paper and not one that was obviously completed before the end of the prior day.

  Business Response

  Date: 12/20/2024

   

  Thank you for contacting the Los Angeles Times.

  Our distributors are contractually obligated to redeliver a newspaper once notified within the specified times. Our  records indicate that your local distributor was notified of each delivery complaint and we assume that the redelivery was made unless you call back to let us know otherwise. Further review of our records shows that on December 10, 2024,  a credit was applied to your subscription for the missed delivery complaints and the inconvenience caused. Please know that we are working closely with your distributor to ensure consistent delivery moving forward. 

  While a VIP contact option is not available, our *********** agents are adequately trained and equipped to report delivery issues in real time, to our delivery contractors for resolution. 
  
  With regards to your request for wanting a current paper and not one that was obviously printed before the end of the prior day - For the paper to be completed and available for distribution to all parts of *******************, it must be printed within a certain timeframe. However, since your subscription also includes unlimited access to our digital content you always have access to any late breaking news and updates.
  

   We noticed that your last delivery complaint was on December 10, 2024; if this is not the case, please let us know so we can reach out to your distributor.
  
  Again, we apologize for any frustration this may have caused.
  

   

  Regards,
  ******
  Escalation Support Specialist
  California Times - Los Angeles Times

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22673532
  
  I am rejecting this response because:

  The issue has not been rectified.  I DO call back and let you know that the redelivery never happened and nothing is done but giving me a credit.  I would like to work with someone directly until this is resolved.  This was offered in the past when I was having problems with delivery onto grass rather than driveway.  Again I pay a lot for a print copy because that is how I like to read the paper.  I can take it with me to appointments and other places where I might be waiting for  while. Carrying my iPad is not convenient and reading on my cell phone is certainly not easy or satisfying.  The agents I talk to can do nothing but let the contractor know but if there is no recourse then you are not living up to your promise and obligation as per my contract with you for delivery.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/09/2025

   

   

  We understand your concerns regarding the delivery issue and getting it resolved is also our main concern.

  
  Our records show two delivery complaints in 2024, where customer service notified the distributor each time. As mentioned, that last recorded complaint was on 12/10/24, and we assumed the delivery issue had been corrected. If this is not the case, we rely on the customer to let us know so we can notify the distributor in real time.

  
  As previously mentioned, a VIP contact option is not available; our *********** agents are adequately trained and equipped to report delivery issues to our delivery contractors for resolution. You may also request to speak to a Customer Advocate when you call. They would be more than willing to conduct service checks with you after the distributor has been notified of an ongoing delivery issue. 
  

  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22673532
  
  I am rejecting this response because:

  I did call back and inform them that the paper was never received.  The problem is that your call center is off shore and has only the ability to send messages  nothing can be escalated.  Sending repeat messages does NOTHING to resolve a systemic problem.  I was never told about a customer advocate when I have asked to escalate or get follow up but will try this next time.  Again I am told each time you have digital access  And again I pay for a print copy because that is what I prefer.  I also am a person who works late and gets up late  I frequently dont know I dont have the paper before 10 AM  and there should be a way to mail me a copy or again at least address a delivery lapse other than a refund.
  

  Now all that being said, last week when I did not receive my paper it actually was hand delivered to me fairly promptly. The woman who handed it to me mentioned that the previous person had resigned.  So I hope this issue may have resolved for reasons other than the LA Times addressing the issue.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is complaint about LA Times Distributor. We don't receive the newspapers on the same day or sometimes they are missing.

  Business Response

  Date: 12/19/2024

   

  Thank you for ocntating the Los Angeles Times.

  We are sorry that your delivery has not been consistent.

  
  The distributor in your area is still experiencing a major work shortage and is actively attempting to recruit new carriers to get delivery back on track. 
  We noticed that your delivery address includes a unit number, and the current delivery instructions on file state to deliver over the gate. Can you confirm where the delivery is typically made? Is it possible for the carrier to access the property, i.e., an access code or a specific entrance?

   

  Same-day newspaper replacement is available in most areas if the issue is reported during the hours listed below:

  Monday through Friday: 6:00 a.m. to 10:00 a.m.
  Saturdays: 7:00 a.m. to 10:30 a.m.
  Sundays & Holidays: 8:00 a.m. to 11:00 a.m.

   

  
  Thank you,
  ****** *.
  Escalation Specialist
  
  

   

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about April 2024 I contacted the Los Angeles Times newspaper to obtain a subscription, with a daily and weekend edition paper delivery to my home. I received neither one. When I contacted them to complain, they said were sorry for the inconvenience. will make sure that you get your delivery of your paper and your email digital copy as soon as possible. I contacted them again a week later to complain for the same reason of not receiving a paper copy delivered to my home address, nor was I ever able to get into a digital copy through my email address. The reply was we could not confirm your email address, sorry for the inconvenience. Since I did not receive either a paper copy or a digital copy of my Los Angeles time subscription I hear by request that they return all monies $84.00 immediately. Every time I wanted to review an article even if it was on the digital format, I only received a digital response. cannot confirm your subscription via email. So I was never able to obtain either a daily, weekly, weekend addition, or any such form of the Los Angeles Times newspaper, either in paper form or in digital format. Therefore, I request all money be returned immediately. Sincerely, ****** ****** ************.

  Business Response

  Date: 12/10/2024

   

  Thank you for contacting the Los Angeles Times.

  
  Our records show that your print subscription plus unlimited digital access was started on May 27, 2024, with a payment of $56.00. You contacted us on June 4, 2024, to inform us that you had not received a delivery. An internal credit was applied to your subscription for the misdeliveries. Further review shows that we had not been contacted again until July 18, 2024, when you informed us that the delivery was not made that day. There are no records of complaints regarding digital access. Our records indicate that the daily e-notification was emailed to the ********* address on file, and it was accessed up until October 21, 2024, when the account was canceled due to non-payment.

  Please note that the scheduled auto-payment of $55.26 for the renewal, was declined on July 21, 2024. Your account therefore reflects a past-due balance of $89.79, which covers the subscription from July 22, 2024- October 19, 2024.

  Per our 120-day dispute policy, we cannot approve a refund as requested. All disputes must be received by phone or electronic communication within 120 days of the statement date. Disputes received after this timeframe will not be eligible for review.
  

   

  
  Thank you,
  ****** *.
  Escalation Specialist
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Los Angeles Times one year subscription. I advised the Los Angeles Times not to set up automatic renewal. After one year I cancelled the one-year subscription by telephone. I have contacted the Department of ************** of the Attorney General and the ************************ for Fraudulent yearly subscription that the Los Angeles Times has automatically billed my Discover Credit Card for $208 per year. This is a fraudulent yearly subscription. I was adamant regarding not renewing my yearly subscription for $208 per year. I did not authorize Los Angeles Times to charge my Discover Card for these two years of 2023 and 2024. I am requesting that Los Angeles Times refund my money back for unauthorized yearly subscription this is fraud.

  Business Response

  Date: 08/20/2024

  We have reached out to the customer directly as we're able to locate a Digital subscription with the information (Name & email address) that was provided. Once received we will update the complaint with our resolution. 

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,The individual delivering the newspaper to *************************, *********************, and ************ is driving up and down the residential streets at ***** miles per hour with their emergency lights on. This behavior is extremely dangerous, and the reckless driving in my neighborhood needs to stop immediately.

  Business Response

  Date: 08/15/2024

   

  Thank you for contacting the Los Angeles Times.

  We sincerely apologize for what you have witnessed regarding the carriers driving while servicing your neighborhood.
  Thank you for bringing this to our attention. We have escalated your concern to the local distributor for immediate action.
  

   

   

  Regards,
  *************************
  Escalation Support Specialist
  California Times - Los Angeles Times

   

  
  

  Customer Answer

  Date: 09/18/2024

  Please re-open the complaint as we have having the exact same issue and nothing has changed. Just this morning another incident occurred.

  
  

  Thank you,

  
  

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

  Business Response

  Date: 09/23/2024

   

   

   

  Thank you for contacting the Los Angeles Times.

  
   An urgent escalation has been sent to the independent distribution manager regarding your concerns.
  

  
  ****** ******
  Escalation Support Specialist
  ********** Times - Los Angeles Times
  
  
  

  Customer Answer

  Date: 09/23/2024

   
  ********** ********
  
  I am rejecting this response because: I would like assurance that this issue will stop. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cover of la times said special section about best tacos in la. Was not there. Sent email and response was it is only for subscribers. Does not say that. Would not have bought paper. I want either the insert or my money back for their false advertising

  Business Response

  Date: 08/07/2024

   

  Thank you for contacting the Los Angeles Times.

  
  We sincerely apologize for the misunderstanding. That section is considered premium content, and until recently, subscribers were being charged an extra $4.49 for those issues; therefore, it was not included in the retail copy that you purchased. However, we can certainly understand your feedback and will definitely share it with the appropriate department. 

  
   As a courtesy, we have emailed you a link to the digital version of the newspaper( to the email address provided in this complaint) so you can view and download the content from the July 28, 2024 edition. The content starts on page 126.

  
   We hope we have addressed all of your concerns.
  

  *************************
  Escalation Support Specialist
  ********** Times - Los Angeles Times
  
  
  

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this for my 94 year old mother. She has a subscription for the online and physical copy of the Los Angeles Times newspaper. There are many times that she doesnt get a newspaper for days in a row. The last 3 days she didnt get a paper. I have to scramble all through town to the few places that sometimes get the paper to try to find one for her. They have all been sold out. What brings an 94 year old women joy in the morning? Reading the paper with a cup of coffee of course. She doesnt have much because her knees are very bad and she doesnt walk very much! I wish they would just do their job correctly! I will complain to them and they will promise the next day two papers One from the day before and the new one. This never happens either! Please help an old woman have a little joy in the morning. Thank you for your time, *************************

  Business Response

  Date: 07/29/2024

   

   

  Thank you for contacting the Los Angeles Times.

  Our sincerest apologies for the inconsistent delivery of your newspaper.

  Please be advised that we are still experiencing a major work shortage in your area. The Distributor is actively attempting to recruit new carriers to get delivery back on track. However, an urgent notification has been sent to the delivery contractor. We will also follow up with you to check on the delivery. We have also credited your account for the missed papers.

  Lastly, same-day newspaper replacement is available in most areas if the issue is reported during the hours listed below:

  Monday through Friday: 6:00 a.m. to 10:00 a.m.
  Saturdays: 7:00 a.m. to 10:30 a.m.
  Sundays & Holidays: 8:00 a.m. to 11:00 a.m.

  Again, we sincerely apologize for the inconvenience this has caused you and hope to have your delivery on track as soon as possible. We thank you for being a loyal subscriber and supporting local, independent journalism.

   

  
  *************************
  Escalation Support Specialist
  California Times - Los Angeles Times
  

  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22039772
  
  I am rejecting this response because: I pay for the newspaper subscription and still dont receive the paper while the grocery stores get theirs. That doesnt seem fair. I understand that the paper is understaffed and I am sorry for this, but it doesnt make sense that the people that have subscriptions are getting cheated while the stores are getting the paper. We the subscribers should be getting the stores papers. The stores I have spoke with dont seem to care if they get the paper or not. I appreciate the refund but I am an elderly woman who finds only little bits of joy in each of my days. The morning paper is the one main thing I enjoy. Like I said I understand that you are short handed but if you could please put the actual subscribers first over the stores that would be great. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/16/2024

   

   

  Thank you for your response.

  
   We certainly appreciate your feedback and will definitely share it with the appropriate department. 

  
  Again, we sincerely apologize for the inconvenience this has caused you and hope to have your delivery on track as soon as possible.
  

  
  

• Initial Complaint

  Date:06/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/23 the times delivery guy delivered the the wrong news paper I called at 11:20am to get the correct paper but never received it. Then this morning I got my paper delivered way under my car. I believed this retaliation for calling and making a complaint.

  Business Response

  Date: 06/26/2024

  Thank you for contacting the Los Angeles Times.
  
  We are sorry to hear that you feel that you were retaliated against for making a delivery complaint. Please note that we do not condone retaliation of any kind.

  
  Our records show that you spoke with customer service on June 24, 2024, and the local distributor was notified about the location of the delivery. The delivery instructions were also updated to deliver to the driveway. 
  Further review of our records shows that misdelivery credit was applied to your account for June 23, 2024.
  
  Lastly, same-day newspaper replacement is available in most areas if the issue is reported during the hours listed below: However, if the distributor cannot honor the request a credit will be applied.
  
  Monday through Friday: 6:00 a.m. to 10:00 a.m.
  Saturdays: 7:00 a.m. to 10:30 a.m.
  Sundays & Holidays: 8:00 a.m. to 11:00 a.m.
  
  
  Thank you for being a loyal subscriber. We hope we have addressed all of your concerns.
  

   

  Regards,
  LaToya 
  Escalation Support Specialist
  California Times - Los Angeles Times