Complaints

This profile includes complaints for The San Diego Union-Tribune's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The San Diego Union-Tribune

  600 B St Ste 1201 San Diego, CA 92101-4505

• 

  The San Diego Union-Tribune

  PO Box 120191 San Diego, CA 92112-0191

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:02/28/2023

  Type:Product 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 have never bought a subscription to the San Diego Union Tribune, ever. I don't even live in San Diego. But I just realized that I've been charged around $21 USD every month since May last year! Obviously I've never even gotten the newspaper (and I don't want it). I've been thinking how they got my bank info and the only answer I have is: last year a young kid knocked my door asking for money to pay his school and I gave her $20 from my debit card. I'm guessing this was a scam by the *** Tribune because they are the ones benefited from this monthly transaction. I just want to cancel this pseudo-subscription and get all my money back. Thanks.

  Business Response

  Date: 03/03/2023

   

  We are sorry to hear that you feel you were scammed by our company.

  
   Our records show a print delivery subscription was started in May 2022, via door sale.
  The initial $20.00 payment paid for Sunday-Only delivery service with unlimited digital access and covered the subscription for 8 weeks (May 15, 2022- July 10, 2022). Our terms and conditions, indicate that the subscription will renew until you cancel. 

  However, since you stated you never intended to subscribe to our service, we have terminated your account, effective immediately, and a refund totaling $144.56 will be processed to the account ending in **** within 3 to 5 business days. 
  
  
  We sincerely hope we have addressed all your concerns.
  

   

  
  
  Regards,
  ******
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

  Customer Answer

  Date: 03/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Nevertheless, I would want the *** to stop doing this practice of sending kids to knock on doors asking for help for their studies and as a result of giving them money, suddenly we end up with a newspaper subscription we never asked. Please stop doing it. Thanks.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/17/2023

  Type:Billing 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 May 8, 2022 I signed up for a UT promotion for a digital subscripption for a year for $98. I already had an account and assumed the new account would replace the old one. On Feb 12, 2023 I was block out of my account unless I signed up for a new promotion. I called UT on Monday Feb 13 and compalined. I was told that I owed money on asecond account and they withdrew $28 from the $98 to pay the balance on the other account I did not know I had. This resulted in me losing over 13 weeks of digital access that was aprt of the 52 week agreement that I paid for on May 8. 2023. I want those weeks restored.

  Business Response

  Date: 02/27/2023

   

  We apologize for the confusion. Please allow us to clarify.
  
  Our records indicate on May 26, 2022, a $98.00 payment was declined by your financial institution; this would have covered your subscription from May 26, 2022, to May 25, 2023.

  Your account was then canceled due to non-payment on February 8, 2023, which resulted in a past-due balance of $69.80. Prior to the cancelation, your account remained active for 37 weeks (May 26, 2022, to February 8, 2023), for which you had not been billed.

  
  After further review, our records show on February 13, 2023, you started another account by taking advantage of an online promotion using a different credit card than the one used for your first account.

  
  The $98.00 gift card you purchased on May 8, 2022, was not redeemed until you made the request in February 2023. After redeeming your gift card, the past-due payment of $69.80 was settled on your first account, leaving a remaining positive balance of $28.20.

  Our records show on February 17, 2023; our escalation specialist informed you that the past-due balance was settled, and the remaining funds would be transferred to the most recent account that you started on Feb 13, 2023. The transfer request was escalated to our finance department and should reflect on your account within the next 3 to 5 business days.

  
  We hope that we have addressed your concerns, and we thank you for being a loyal subscriber.

  Customer Answer

  Date: 03/02/2023

  The UT's accounting ia wrong.  In response to their Mpther"s Day.promotion, on May 8, 2022 I charged $98.00 to my master card and it cleared on May 8.  At the time my account was paid up.  Why did UT wait until May 22 to   and submit the charge of $98.00?  My account should have reflected a $98.00.  Thus, I should have received the on-line paper until at leat until May 8, instead I was blocked out and had to start a new subscription to gain a access.

  They obvisouly don't want to admit they were wrong.

  **********************************, Major USAF Retired

   

   

  Business Response

  Date: 03/09/2023

   

  We are sorry to hear you disagreed with our response.

  Please allow me to reiterate the facts:

   

  The $98.00 gift card that you purchased on May 8, 2022, required redemption by you in order for it to be applied to your account  and this was not done. 

  The past due balance of $69.80 was your subscription charge from May 26, 2022, to February 8, 2023, because the account remained active, and the ENewspaper was accessed during that time, but payment was not received. 
  Our records show you started another subscription on February 13, 2023.

  
  Per your request, the gift card was redeemed on February 16, 2023. At that time, the past-due balance of $69.80 for the previous account was settled, and the remaining balance on the gift card was applied to the new account. 

  
  We sincerely hope our detailed account of the facts has addressed your concerns.

   

   

  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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 subscribe to the digital only version of the San Diego Tribune and I have been a long time subscriber, generally renewing an annual plan each February. As I expected an upcoming renewal, I reviewed my account and discovered I had been billed $76.96 per month since last February, compared to $28.97 for the entire year through February, 2022 (invoice attached). I had not noticed the charges on my credit card previously. I called the customer service department on January 15, 2023 and the representative immediately informed me it was a billing error, and I should have been renewed at $76.96 for the year, beginning February 2022 and ending next month. She explained I would receive an email from the billing department within ***** hours. I asked why they had not previously notified subscribers if they were already aware of the error, but she had no response.I did not receive any communication within that timeframe and called again, on January 17, 2023. I requested a supervisor. The supervisor explained they were located at a call center in *************** and that they had sent a message to the ****************** when I first called, but they received no response. He told me he would email them again and would ask them to call me within 48 hours. As of end of business January 19, 2023, I have had no further communication from them.I find it unconscionable that a large corporation can make a billing error of this magnitude over such a long period, then fail to actively remedy the error after identifying it and ignore its customers after they reach out.

  Business Response

  Date: 02/07/2023

  We have reviewed ******************************* account and have processed refunds totaling $923.52 on February 3, 2023.

  We contacted ****** by phone on February 6, 2023 to inform him of the refunds and confirmed the cancelation of his account.

• Initial Complaint

  Date:11/15/2022

  Type:Billing 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 the dates below, The Tribune and ** Times debited my bank account with THE FOLLOWING UNAUTHORIZED CHARGES...LA TIMES: 6-10-22 $19.49 (MXJWNC2) 7-28-22 $20.00 (MXJWNC2) *TOTAL $39.49 SDU Tribune: 6-16-22 $20.00 (HZWZY95) 8-11-22 $20.00 (same as above) 9-22-22 $19.49 (same above) 11-3-22 $19.49 *TOTAL $78.98 Total charges debited to my account at ***************** Union, ********* ** (#******) $118.47!!I called their customer phone number at ************** and was told they could not find an account under my phone number, therefore could not help me.Please advice,Thank You!**************

  Business Response

  Date: 12/05/2022

  We apologize for the delay in responding as we were waiting for a call-back from the consumer.

  Since our ************ was not able to locate the charges in question using the initial documents submitted, we have made several attempts were made both by email and phone, to contact ************** and obtain additional information. Unfortunately, she has not responded to any of our attempts.

  We would appreciate if ************** would please call the number that was left on the voice mail or provide us with another phone number if necessary. 

   

  Thank you!

   

   

   

   

  Customer Answer

  Date: 12/07/2022

  I have contacted them twice each time the email they provide DORS NOT EORK I keep getting "Failure Demon..unable to send" 
  They should already have copies of my bank statements!!

  Business Response

  Date: 12/08/2022

  While we did receive credit card statements from **************, the ************ requires the first 6 and last 4 digits of the card number that is being charged so they can perform a thorough search. This is the information that was requested in the first email on 11/29.

  ************** has successfully contacted ** by email @ ******************************************** and can send the requested information to that same email address.

  We are as anxious as ************** to get this issue satisfactorily resolved.

   

  Thanks

• Initial Complaint

  Date:11/13/2022

  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.

  We paid for the delivery of the newspaper. 1 year in advance $156.00 for everyday delivery. 7 days a week.The San Diego union tribune delivery person misses our delivery at least 2 times a week. This has been going on for about 7 months When we call for help the customer service people can't speak clear English and make up different lies to get you off the phone

  Business Response

  Date: 11/30/2022

  We sincerely apologize for any inconvenience this issue may have caused.

  With review of ************************** account, his delivery area in ***** has been impacted by a shortage of delivery carriers. The Distributor in the area is working diligently to get delivery back on track and recruit new carriers for the routes. We will continue to work with the Distribution team to improve the level of service to his home. 

  Since the last payment  was made on the account on 8/26/22, there has been a total of $26.04 issued as credit for missed deliveries. In addition, all the missed delivery complaints were properly recorded and the Distributor was duly notified. 

  ********************** mentioned that our call center agents do not speak English and provide false information. Since we ensure that all agents are proficient in English, if ********************** could provide us with a date when he called and experienced this, we would be more than willing to review the call records and use this as an opportunity to correct if necessary. 

   

  Thanks

   

   

   

   

  Customer Answer

  Date: 11/30/2022

  The San Diego union tribune has been using the excuse of a shortage of delivery drivers for over 3 years. And the call center is in a foreign country and has many employees who hardly speak English.

  Business Response

  Date: 12/05/2022

  We're sorry that ********************** did not accept our response. The shortage of distribution carriers is an existing and ongoing issue that unfortunately the entire newspaper industry is facing right now. As previously indicated, we will continue to work with the distribution team in his area to minimize the issue. However, as long as ********************** continues with his subscription, there will be instances when the papers are not delivered by the targeted times. 

  Also as mentioned in my previous email, I would appreciate if ********************** could let us know the date/time he contacted our call center in *************** and there was an issue with the agent's ability to speak English. We would be more than willing to review the related call and use it as a coaching opportunity if found necessary.

   

  Thanks 

  Customer Answer

  Date: 12/05/2022

  I rejected this response because it's the same excuses the San Diego union tribune has been spewing for almost 3 years.

  Thd San Diego union tribune doesn't want to fix their delivery issues. If they did the issues could of been fixed in 3 years. The call center promises to have missing papers re delivered but the paper never shows up until the next day.

  The San Diego union tribunes excuses are like their newspaper 

   

  Yesterday's News.

• Initial Complaint

  Date:11/03/2022

  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.

  For months I have been requesting my paper on my porch, hard to get down stairs in morning 88 yrs old. I have sent numerous letters, pictures, of paper on lawn or by the street. I have received the same apology hundreds of time, saying they will correct it. It has not been done, I request a credit for the year on my paper that I cant get to for hours. Please help.

  Business Response

  Date: 11/30/2022

  We sincerely apologize for any inconvenience this delivery issue has caused. ************************ delivery area has been severely impacted by the shortage of delivery carriers. So while the papers are being delivered by fillers and other helpers it is very difficult to deliver papers to doors/porches. Our standard delivery location is in the driveway and  while we understand and empathize with ********************' situation, unfortunately we are unable to guarantee delivery to any other location. 

  However, we will continue to work with the delivery team to see how/if they can accommodate ************************ request for porch delivery. In the meantime, we have issued a credit for the full amount of the last payment made and refunded half of that payment which is $66.50. This should be received by check to the address on file within 10 business days.

  Thanks! 

   

  '

• Initial Complaint

  Date:10/09/2022

  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.

  I have been a San Diego Union-Tribune subscriber for decades. I recently moved to my current address, ****************************************************. I filed a change of address for my account on approximately September 19, 2022. My subscription is for paper delivery from Thursday to Sunday. I have not received one single issue of the newspaper since Sunday, September 18, when I was still at my prior address. I was out of town from September 20 to October 2, 2022. A friend stayed at my residence and she reported to me that no paper was ever delivered. I have called numerous times and have been assured that the paper would be delivered the same day with zero results. I am a senior citizen who enjoys reading the newspaper and doing the puzzles which cannot be done online. I believe the newspaper is in breach of contract for failing to deliver their product while still charging me for the same. I hope you can help me. Thank you.************************* ******************************************************** *********************** ************ (land line)************ (cell phone)

  Business Response

  Date: 10/24/2022

  We apologize for the delay in responding as we wanted to first reach out to **************** to confirm if her delivery had started. Via a phone call on 10/20, she indicated that she had received a paper that day. However, a review of the account indicates that she did not receive one the following day based on the complaint that was recorded.

  We will reach out to *************** again today to confirm if the papers were delivered over the weekend and today. In the meantime, we have issued credits for all the missed deliveries since the start of the account.

   

  Thanks