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:07/21/2023

  Type:Customer Service 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 requested about 3 times now to be removed from Denver Post's call list. Yet, I will get calls from the Denver Post trying to get me to resubscribe to a service that I do not wish to subscribe to. If I do not answer, they do not leave a voicemail (probably because they know they will never get a return call). When I finally answer the phone, I request to be removed from the call list and the agent on the other end complies. A few months down the road, I receive additional calls from Denver Post asking again to resubscribe to their services. This is reaching the point of harassment, as I repeatedly tell your agents I do not want to subscribe to your services and to stop calling me, yet they continue. Please Stop.

  

  Business Response

  Date: 07/22/2023

  We have asked sales vendors to remove *********************** ************** from all future solicitation efforts.

  If you have any future issues, please reach out *****************************************

   

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20358746
  
  I am rejecting this response because:
  

  I have been promised removal from your sales departments calling list many times before. Your company does not hold to their promise and continue to contact me and that is unacceptable.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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 called 7/26/23 to cancel my account, and was told that the account would be fully cancelled and that a credit of $31.** would be applied to my bank account. However, I never saw the credit to my bank and the papers kept coming. I just recently called today to go through the entire process to cancel, and the representative told me that I had agreed to a lower price, which is completely false. My account is now apparently cancelled, but I am disgusted how the previous rep lied about my agreeing to something that I did not agree to.

  

  Business Response

  Date: 07/26/2023

  We apologize for the recent customer service experience you had at **********************.

  All calls are recorded.  We have followed up with the customer service agents for further training.

  We have initiated a refund for your last payment.  Please allow **** days.

  If you have any further issues, please reach out to *****************************************.
  

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  *********************************

• Initial Complaint

  Date:07/10/2023

  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 been a Denver Post subscriber for 50 years at the same address. I am extremely disappointed with the Denver Post online vacation hold process and subsequent supervisory followups. I strongly suggest that subscribers never use this option as it just flat doesn't work. On Wednesday 6/7, I submitted an online vacation hold to start Monday, 6/12/2023 and restarting Saturday, 7/1. I immediately received a confirmation notice showing multiple pause delivery and send requests. We received a paper Monday, 6/12 so I called the Post and the rep said she would contact the carrier directly. That didn't work as we received a paper the next day 6/13. I called the Post and spoke with a supervisor in ******* who assured me that they would contact the carrier and the paper would stop. That didn't work either as we received a paper the next day 6/14. I called the Post again and spoke with another supervisor, again in *******. I expressed my frustration at the process and that whatever the Post was doing wasn't working. Texts or e-mails or whatever, wasn't working. I suggested that someone actually visit this carrier in person. The supervisor assured me that everything would be taken care of. Well, that didn't work either as the paper never did stop and my neighbors had to be inconvenienced and pick up my paper every day. We were very concerned that a paper left on the front porch all day just advertises that we're not home. All three representatives were very sympathetic and understanding. I rate the online vacation hold process 0 stars, reps 5 stars. Post management, please visit my conversations with the reps ,if they were recorded, or if the reps updated my account with notes. I guess you can also check the Post's phone records in Denver and ******* on above mentioned dates. If anyone at the Post would like to contact me, please use my email address in my account as I don't always answer my phone. I have names and dates of the three reps with whom I spoke. Thank you.

  

  Business Response

  Date: 07/21/2023

  Our research shows this was not a call center or technology issue.
  This a situation where the vacation stop/restart was processed properly.
  All three calls for the Stop-Not-Stopped were processed.
  The carrier received all of the transactions on their Bundle Mail and Route List
  
  This is normally one of the best performing Districts of our operation.
  When we reached out to our Agent, this was her response:
  
  I spoke with him and explained that it was a new carrier at the time and they did not understand that the complaint was to stop the paper. 
  They thought he kept calling because it was missed. 
  This carrier had horrible performance overall and I had to let them go around the first of July.
  I also explained I have a strict paper 3 pile up rule and if the neighbor had not picked them up the carrier would have let me know they are piling up and pick up the papers until I can investigate why they are piled up. 
  
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Zone Manager *************************************************************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************ 
  Member Services:  *****************************************
  

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  *********************************

• Initial Complaint

  Date:06/19/2023

  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.

  The Denver Post charged me for two months of service but never delivered one paper. They are a scam who changes people for services NOT rendered. I thought I was doing a good thing by supporting local print, but I was wrong. I've called and spoken to multiple people from the company with no resolution. I have asked my credit card to block their charges as I don't trust them to not keep charging me for a services they never delivered in the first place, that have since been cancelled. A no refund policy is hilarious when they LITERALY do not provide the services they're contracted to provide.

  

  Business Response

  Date: 06/21/2023

  
  We apologize for our inability to get you delivery of the Denver Post.
  Our records show that you called in to cancel your subscribtion due to "poor service" effective 06/08/23.
  On the same day our call center sent us a request to process a full refund since you had so many issues getting delivery started.
  We attempted to process a refund on your AMEX card ending in **** on 06/12/23. For some reason that credit did not go through.
  On 6/14/23 we processed a refund via check #******* for $60.66 and mailed to *********************************************************
  Should you have any additional issues related to your subscription, please reach out to ** at ******************************************

• Initial Complaint

  Date:06/13/2023

  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.

  On 12/13/2022 I started a subscription for my mom of the Denver Post Sunday Only with a term of 26 weeks estimated start date of 1/1/2023. The delivery was delayed and did not start on 1/1/2023. I called ************ on 5/22/2023 at 7:50am MT and spoke to ******* to cancel the subscription. I was told the subscription had been cancelled and the last delivery date would be 6/18/2023 which was consistent with the paid through date on the renewal notice dated 5/19/2023. I received another renewal notice in the mail dated 6/5/2023 that shows a paid through date of 5/28/2023. I called 6/13/2023 at 3:51pm MT and spoke to **** to make sure the subscription had been cancelled. **** told me that the account was permanently stopped, but had a balance of $6.99 due to a special edition that was delivered on Wednesday 5/24/2023 and the cost of that edition was $8.99. The arbitration and subscription terms on my original receipt state that any special editions would cost $5.95 and would be subtracted from the amount paid and would shorten the length of the term. I asked why I wasn't told about the **************** when I called on 5/22/2023, why they would deliver on a Wednesday when I had a Sunday only subscription and why the amount differed from what the terms stated? He could not answer my questions. I asked for a supervisor and he told me he was the floor supervisor and would escalate the negative balance. It would take 4 days to process and that I would have to call back to see if it was resolved. The customer service experience was frustrating and I don't know what to believe after that call. I want evidence of the cancelled subscription in writing, the paper to stop being delivered if it is still set up for delivery and the account balance to be zero.

  

  Business Response

  Date: 06/16/2023

  We have tried repeatedly to reach ********************************* by phone and by email.

  The information on this complaint gives us the address for **********************************  That Denver Post subscription was cancelled in December 2017.

  We need to address for ************************************* mother so we can find the account.  We can take no further action at this time.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20182501
  
  I am rejecting this response because:

  I have received zero emails regarding this issue from Denver Post. If they tried to call, they left zero messages. The current issue I am experiencing is not against the old subscription cancelled in 2017 nor was it mentioned in the complaint. The complaint stems from a new subscription. The account number and subscriber address are contained in the attached statement. Please refer to the email address and phone number on the BBB complaint as anything from 2017 or older may not be valid. I am also attaching the receipt for the new subscription. The Denver Post has my current email address and has been sending information, just not anything to do with resolving this issue or cancelling this current subscription. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/20/2023

  I apologize for not seeing the attachments attached to the original complaint.  (We do not see attachments very often)

  We have researched account # ********* for *************************** at ************************************************; 80004-1343.

  This account was stopped effective 06/15/23.  The was a minor balance due.  That balance has been written off and now stands at zero.

  We have also added ******************************* phone number to our Do Not Call list so no phone calls to sign her back up for another subscription occur.

  We apologize that you have had to spend so much time and effort to get this resolved.

  Should you have any further issues, please do not hesitate to reach out to us at *****************************************
  

   

   

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair 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 pay to have the Denver Post delivered every Sunday. I haven't gotten a paper delivered for over 2 months. I call every week and speak to a different customer service representative that insists I will get my paper the following Sunday after they file a report. It hasn't happened. I've spoken to multiple "supervisors" who say the same thing. Still no paper. I have been told there are no ************* to explore in the customer service department to solve my problem. This system has no accountability. No one I've spoken to is allowed to directly communicate with anyone capable of actually making sure my newspaper is delivered.

  

  Business Response

  Date: 06/28/2023

  
  We have alerted the local field team in your area about your delivery issues.
  They are aware of both your Denver Post and New ********** delivery issues.
  They have been working on the situation and have reported that there has been some progress made.
  I understand that you have spoken directly to our local delivery agent, ***************************** and our zone manager, **********************************
  Each time you call in, report a paper missed and ask for credit, we extend the expiration date for your subscription.
  Due to the ongoing delivery issues you have had, we have added an additional 30 days credit to your account.
  Please remember that your subscription also includes 7-Day digital access to our e-edition, denverpost.com and various newsletters.
  If you have any issues with your subscription, our self-service website is at myaccount.denverpost.com
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Zone Manager ********************************* - ************************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************
  Member Services: *****************************************

  Customer Answer

  Date: 06/28/2023

   
  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 at this time.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/08/2023

  Type:Billing 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.

  About a year & a half ago, I subscribed to this newspaper service at a sale price of $13, with the auto payment option. After a few months, the price went up to $25.98. Then I was shocked when I looked at a recent bank statement & saw that without any notice, the last 2 withdrawals were now $43.77 each! I received no emails or texts notifying me & giving me the option of not accepting this change.This is an outrageous rate increase & when I spoke to customer service to cancel my subscription, I requested a credit for the last payment or at least for the 2 weeks remaining. I was told "No refunds." This is terrible customer service for such an established company, especially when trying to sell a delivery service of something most people prefer to read online.

  

  Business Response

  Date: 06/19/2023

  
  Our computer system continually tries to move subscriber prices from introductory rates towards our full retail prices.
  Our Full Retail Prices can be found in our "Price Box" in each edition of the newspaper on Page #2.
  We always send out either a letter via ** Mail or an email in advance of the price increase.
  According to our records, you were sent a letter via ** Mail the week of 04/17/23 in regards to a price increase.
  We have submitted a request to refund your last payment. Within 14 days, it should be processed to your **** credit card ending 6850
  Should you have any additional issues related to your subscription, please reach out to ** at ******************************************

  Customer Answer

  Date: 06/19/2023

   
  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,
  
  ***************

• Initial Complaint

  Date:06/05/2023

  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 February 3, 2023, I responded to a promotional offer from The Denver Post and purchased a 4-month subscription. On May 19, 2023, without my authorization, The Denver Post billed my credit card for $18.99, apparently for a 1-month renewal of my subscription. On the next business day, May 22, 2023, I called The Denver Post at ************ and spoke to ****** in the customer service department. I told him that I was not planning to renew my subscription and that they had charged my credit card without authorization to renew my subscription. ***** said that he would submit a request to the billing department to refund the charge and that it could take up to 12 days to process. Although he also told me that I would receive an email or call back regarding the refund, I never received such a call or email. After not seeing a refund of the unauthorized charge on my credit card account, I called ********************** back on June 5, 2023, fourteen days after speaking with ******. After speaking with ******, who told me that the escalation for the refund was still pending, I asked to speak to a supervisor and then spoke to a supervisor named ******. I explained the situation to ****** and he told me that the company has a no-refund policy and that refunds can take up to 14 days. I explained that it had been 14 days since I spoke to ******. He said that he could submit another request for a refund but could not guarantee that the unauthorized charge would be refunded. We then ended the call.

  

  Business Response

  Date: 06/19/2023

  **************** has signed up for three low-priced introductory offers with The Denver Post since 2020. They were as follows:
  06/30/20 - "$2.00 for 6 months".  Then the price rolls to $11.99/mth.  Subscription cancelled.  On 01/12/21 a refund was processed for $11.59.
  02/10/22 - "$0.99 for 3 months".  Then the price rolls to $10.00/mth.  Subscriber called to complain about the price.  We did a roll back to a $4.30/mth rate.  He cancelled 11/09/22.
  02/03/23 - "$1.00 for 4 months".  Then the price rolls to $18.99/mth.  On 05/22/23, subscriber called to cancel and demanded a refund.
  
  When a subscriber signs up online for a new digital subscription and gives us their credit card, it very clearly states what the price will be at the end of the introductory promotion.
  In all of the three offers above, **************** was notified of the "roll-to-price" in advance.  In all three cases, *************** was charged that new monthly rate. 
  A subscriber has the right to call and cancel at anytime.  If the subscription was created online it can also be cancelled online at myaccount.denverpost.com
  If a subscriber initiates a cancellation, it is our procedure is to stop a subscription on the expiration date.
  Note: Our system does typically bill 7 days in advance of the expiration date.
  
  The Denver Post has a No Refund Policy. This policy is in writing both in print and digitally in several locations.
  No one in our call center is authorized to process a refund.  These agents can only make requests for an exception to the No Refund Policy.
  Occasionally, we make exceptions to the No Refund Policy.  We decided to process the refund that was requested on 05/22/23.  It should have been processed on 06/06/23.
  If you have any further issues, please do not hesitate to reach out to us at ******************************************

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20147203
  
  I am rejecting this response because The Denver Post omits critical facts regarding the matter. Although The Denver Post correctly states that I accepted the company's introductory offer of 4 months for $1.00 beginning on February 3, 2023, and that there is a higher monthly subscription fee (referred to by The Denver Post as a "roll-to-price") at the end of the introductory 4-month period, it omits the critical fact that it charged me the new monthly subscription fee ("roll-to-price") on May 19, 2023, more than two weeks before the end of the introductory offer. While in its response, The Denver Post further states that a "subscriber has the right to call and cancel at anytime (sic)" and that if "the subscription was created online it can also be cancelled online at myaccount.denverpost.com", the company's practice and my experience make clear that both of these statements are false, or at least misleading.

  With respect to being able to cancel at any time, I had planned to cancel my 4-month subscription that began on February 3, 2023, well before the end of the 4-month period on June 3, 2023. After The Denver Post charged my credit card $18.99 on May 19, 2023, I called them on May 22, 2023 (the first business day after May 19, 2023) and spoke to a customer service representative named *******. I told ******* that I wanted to cancel my subscription and have the $18.99 refunded. Even though I explained to him that I had been charged for a monthly renewal more than two weeks before the end of my 4-momth introductory subscription, he told me that all charges were final and nonrefundable. When I insisted that the charge be refunded, he said that he would put in a request for a refund to the billing department, that it could take up to 12 days to process, and that I would receive an email or a call back regarding the refund, which, as I outlined in my complaint, I never received. It is unacceptable for The Denver Post to renew an introductory (or any other) subscription more than two weeks before the expiration of the introductory subscription period and without any warning to the customer.

  Regarding **********************'s statement that if a subscription was created online it can also be cancelled online at myaccount.denverpost.com, when I tried to cancel my subscription online, the company's website stated that I had to call customer service, which is why I did that. Since my subscription was created electronically, i.e., not via a phone call to The Denver Post, I should have been able to cancel my subscription online. I suspect that The Denver Post requires its subscribers to call to cancel so that they can talk them out of canceling.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/02/2023

  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 wanted to cancel my subscription but they would not issue a refund. The account is set up on a monthly basis and no contract that is stating non refundable as Denver Post is doing. I would like my refund for the amount of services not received.

  

  Business Response

  Date: 06/03/2023

  We do have a No Refund Policy.  This policy is in writing both in print and digitally in several locations in the newspaper, on our website, on billing renewal notices and at the point of purchase.
  Our procedure is to stop your subscription on your expiration date.  This action was taken by our call center agent when they placed a stop date on your account of 06/28/23.
  I have instructed one of our customer service supervisors to change your stop date to this Sunday and issue a refund for the balance of your most recent $10.83 monthly payment.
  Should you have any additional issues related to your subscription, please reach out to us at ******************************************

• Initial Complaint

  Date:05/31/2023

  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 been overcharged from the original agreement several time without notice, this time almost twice the amount. The only thing they told me was sorry your rate went up then instead of offering to refund the overcharge they kept trying to lower my monthly bill. Also they make it hard to cancel subscription.

  

  Business Response

  Date: 06/01/2023

  Our computer system continually tries to move subscriber prices from introductory rates towards our full retail prices.

  We always send out an email in advance of the price increase.  A price increase notification was sent to your email address on 5/11/23.

  You had been paying $14.99 per month.  The new rate was $28.15/ month which was charged to your credit card on 05/24/23.

  On 05/31/23, a charge of $28.15 was reversed in our system, so you never actually paid the higher rate.

  Our call center agent stopped the subscription on your expiration date of 06/01/23.  Therefore, there is no refund due.

  We are very sorry that you have had so much trouble with your subscription to the Denver Post.

  As required by both State and Federal Law, any subscription ordered online has to allow a cancellation online.  You would have been able to stop your subscription on our customer service site at ************************************.

  If you have any further issues, please do not hesitate to reach out to us at *****************************************.  

  We hope you will give the Denver Post a chance in the future.  Please watch for one of our introductory specials.