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:05/29/2023

  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 am a long time subscriber to the Denver Post. On 1/17/23 I renewed my subscription, for 52 weeks all access and daily and Sunday, and sent a check for $388 ($338 for the subscription plus $50 for a delivery person tip). But the paper has not been delivered numerous times. It has not been delivered on 5/28th, 5/22nd, 5/20th, 5/18th, 5/16th, 5/13th, 5/9th, 5/4th, and 4/30th. And those are just the dates I have kept track of. There are many more times. Each time I call, and the automated system says it will be delivered that day, but it NEVER is. It is often delivered the next day, but that is not acceptable. It is simply not what I paid for. Twice I managed to speak to a real person, who said they would have a supervisor call me, but no one ever called. This is absolutely abysmal service. In short, I am not getting what I paid for, and the Denver Post seems unwilling to fix this. I don't know of any other company that could keep getting away with this.

  

  Business Response

  Date: 06/21/2023

  We have alerted with the local field team in your area about your delivery issues.
  They have been working on the situation and have reported that there has been some progress made.
  This continues to be an open route.  Deliveries are being made by substitute carriers or one of our managers.
  Your area has been especially challenging to *********.  We are attempting to find a regular delivery person.
  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: 06/25/2023

   
  Complaint: 20116766
  
  I am rejecting this response because: There were an additional 10 days after I submitted the complaint when the paper was not delivered.  Then there were several days when it was delivered.  But today, unfortunately, the paper did not come.  We called, and the paper was delivered a bit later. That in itself is a first because usually when we call the paper isn't delivered anyway.  While I appreciate the effort being made, in my mind this is not fully resoved until we have a number of days when the paper is consistently delivered.

  Thank you.

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

  

  Business Response

  Date: 06/29/2023

  We have reached out again to ************** about your delivery issues.

  We are having a very difficult time finding reliable delivery people in your area.

  
  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: 07/09/2023

   
  Complaint: 20116766
  
  I am rejecting this response because: we did not get the paper again today.  This is the second time we did not get the paper since we received this response. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/21/2023

  
  We have reached out to the local field team in your area about your delivery issues several times.
  This continues to be an open route. Deliveries are being made by substitute carriers or the management team.
  We are being impacted by labor shortages. We are attempting to find a regular delivery person.
  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 added an additional 30 days credit to your account on 06/21/23.
  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: *****************************************

• Initial Complaint

  Date:05/25/2023

  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 purchased a subscription to the Denver Post for ****************** delivery. For this, I agreed to pay $***** per month. Today, May 25, my credit card was charged $28.60. I called their customer service number & was informed there was a price increase. I indicated that I hadnt authorized the increased charge & was informed that the rep could give me a lower rate. Since they couldnt match the ***** I had been paying, I asked to cancel my subscription immediately. I was told they could do that but would not refund the charge that they made to my card & said that if I contact my credit card issuer & dispute the charge, they will send it to collections. I believe the Denver Post owes me a refund of the $28.60 that they charged to my credit card.

  

  Business Response

  Date: 06/01/2023

  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 post card or an email in advance of the price increase. 
  We are very sorry that you have had so much trouble with your subscription to the Denver Post.
  We understand that one of our customer service supervisors reached out to on this matter.
  Our records show that your subscribtion was stopped effective 05/27/23 and a refund was processed on 05/30/22.
  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.

• Initial Complaint

  Date:05/23/2023

  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 raised my monthly rate from $11.99 to $28.15 with no notice. I requested a refund of the increase amount only and they would not do so. I cancelled my 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 email address *********************** on 3/15/23 at 11:08 a.m.
  We are very sorry that you have had so much trouble with your subscription to the Denver Post.
  We understand that one of our customer service supervisors reached out to on this matter.
  Upon reviewing your account, it looks like you were given credit and put on a lower price point.
  If you have any further issues, please do not hesitate to reach out to us at ******************************************

• Initial Complaint

  Date:05/09/2023

  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.

  The Denver Post is becoming more and more unreliable in the delivery of their newspaper. It is becoming more common that missed deliveries go on for days, almost a week. Of course I call and report the missed deliveries. They promise to correct the problem and credit my account but how can this be a reliable news source if the paper is not delivered! Denver Post if you want to survive you need to have reliable delivery!

  

  Business Response

  Date: 05/22/2023

  We have reached out to the local field team in your area about your delivery issues.
  They have been working on the situation and have reported that there has been some progress made.
  This continues to be an open route. Deliveries are being made by substitute carriers.
  We are being impacted by labor shortages. We are attempting to find a regular delivery person.
  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: 05/22/2023

   
  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:05/04/2023

  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 receive the Denver Post by digital subscription which is $14.99 per month with ads, billed to my credit card around the 1st of each month. There were no limitations or restrictions on how long I would receive this rate, nor was it a special limited-time rate. On April 3, 2023, I was charged $28.15 and my subscription was changed without my knowledge or consent to an ad-free rate. I called customer service and was told that they changed it because they could change it whenever they wanted to, no reason given, with no prior notice. Was told they would follow up on my complaint but they havent done so. In addition to the first overcharge I was then charged mid-month on 4/17/2023 for $28.15 and then again 5/1/2023 for $28.15. **** has provided credit on 2 of the charges but the mid-month 4/17 charge is still in effect and Denver Post shows my account as having an unpaid balance. I want my original subscription to be placed back into effect ($14.99 with ads) and I want a refund of overcharges.

  

  Business Response

  Date: 05/11/2023

  Our computer system is always trying to move subscribers closer to "full retail price".

  Accounts are periodically selected for price changes.

  Subscribers are notified in advance by an email or postcard (if no email address is on account).

  Your complaint states that you did not receive our email notice.

  We have changed your subscription back to the rate of $14.99 per month.  (Note: At some point in time your account will be selected again for a price change)

  We have also applied credits for the months you were charged at the new higher rate.  Your current expiration date is 07/31/23.  Your next charge for $14.99 should take place approximately 7 days before this date.

  Note: The credits you received from **** (04/13/23 & 05/10/23) have reduced the advance credits ($28.15 x 2) on your account.

  If you need further assistance on your account please reach out to *****************************************
  

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20020324
  
  I am rejecting this response because:

  The corrections stated to have been made by Denver Post have not yet been made to my account.  
  1) rate has not been changed from $28.15 to $14.99 in account records available to me on my online Post account records

  2) balance due shown online in my account  of $38.33 has not been removed/deleted. Should be zero due.

  3) no charge was ever due mid-month April 2023. Charged $28.15, received credit from **** for $13.16 resulting in overcharge of $14.99. $14.99 credit must be provided via **** account. 
  4) May 1 charge has not been corrected. Charged $28.15, should have been $14.99, overcharged $13.16, credit should be provided via **** account.

  if each of these corrections is made, it will be acceptable. Thank you.

   

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

  

  Business Response

  Date: 05/18/2023

  There must be a timing issue between what you were seeing in our system and the action we have taken on your account.

  I have attached the billing detail on your account to this response.

  There is 113 day billing period impacted by the price change, your payments and deductions made from your account due to your disputes to ****.  In that 113 period, the net amount you paid was $54.42.  If you would have paid $14.99 per month for that same period, the amount due would have been $56.46.

  The rate on your account is back to $14.99 per month. (Please note that at some point in time our system will try to move you to a higher rate, but you should be notified in advance via email.  Our system keeps trying to move subscribers to a full retail rate.)

  Your current expiration date is 07/31/23.  You should not be charged again until approximately 7 days before 07/31/23.

  I have asked our staff to send you a refund of $14.99 to your **** card.  I have also asked them to apply another $14.99 to your account to preserve your expiration date of 07/31/23.

  We are very sorry for the time you have had to spend on this matter.  We hope we have provided an adequate explanation and resolution.

  Customer Answer

  Date: 05/19/2023

   
  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:04/30/2023

  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.

  We have subscribed to Denver Post for over 30 years. After about a year of extremely poor delivery service, we received our paper without fail for about 6 months. Now they are back to delivering only occasionally. We call. They are very sorry. Say they will send it right out. Say we are too late for delivery. Say they will give a credit. They are not sorry. They read us a script. They do not care. They do nothing to fix this. Just tried to go buy the Sunday paper and papers were not delivered to them either.Pitiful that a major city has such a miserable excuse for a paper. ******* capital bought it, stripped all the assets and are now just letting all their subscribers fade away. I dont know where to complain any further so I am trying the BBB.It would be nice if they would just do what we pay them A LOT which is to just deliver the paper!Reading all the other complaints I see that even if we cancel the problem doesnt go away. They then harass about canceling. As if they care.Can nothing be done with this worthless excuse for customer service?

  

  Business Response

  Date: 05/22/2023

  We have reached out to the local field team in your area about your delivery issues.
  They have been working on the situation and have reported that there has been some progress made.
  This continues to be an open route.  Deliveries are being made by substitute carriers.
  We are being impacted by labor shortages.  We are attempting to find a regular delivery person.
  Each time you call in, report a paper missed and ask for credit, we extend the expiration date for your subscription. 

  As a result of the 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:  *****************************************

• Initial Complaint

  Date:04/29/2023

  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.

  The Denver Post has the worst delivery department that I have ever encountered. When I go on vacation and file a vacation hold they still deliver the paper or stop deliver and never start up again. Over the past several years the delivery will stop for a few weeks for no reason and even though I call everyday to complain, they paper never starts up again. They promise a delivery of the missed paper but I never get the paper that is promised. At this point in time, although I would rather recieve the daily delivery of the paper, I am considering just cancelling the delivery all together. It seems like the Denver Post has already cancelled my subscription but is keeping my $400 I paid for this years subscription.

  Customer Answer

  Date: 05/02/2023

  This complaint filed by me has been resolved to my satisfaction.
  
  
  Thank you,
  ***********************
  

  
  

• Initial Complaint

  Date:04/19/2023

  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 subscribed to the Denver Post ********** had tried to cancel for over 3 mos. They make it impossible to get someone. Then when they could not charge my credit card anymore the calls started Repeatedly daily. I would ask them to PLEASE cancel my acct and they would refuse, telling me that unless I paid the previous months bill they would not cancel it. They have jacked my bill up from $14.00 to $24.00 for me not paying my bill but refused to cancel it. Finally today, they cancelled it but told me the calls will continue.

  

  Business Response

  Date: 04/21/2023

  I am not sure why it took you three months to reach us and cancel your account.

  We take around ****** calls a week.  Our call abandonment rates are well within industry standards.  We process hundreds of stops per week.

  If someone signs up for a subscription online, that subscription can be stopped online at myaccount.denverpost.com

  I have confirmed that your account is stopped.  I have also confirmed that your phone number is on our Do Not Call list.

  If you have any additional issues, please reach out to us at *****************************************

   

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19957909
  
  I am rejecting this response because:
  I did try to stop it online and it gave me the message to call a certain phone number which I did several times. Either it would disconnect on me or the person I talked with refused to cancel my acct and kept asking me WHY I wanted to cancel. Then after a period of time I owed a ********** refused to pay because I had tried for quite sometime to cancel. I was told that they would not cancel my acct until I paid the past bill and told me the calls would keep coming. It was not until yesterday that the gentleman agreed to finally cancel my membership. I want that bill wiped off, I used their service 1 time and that was it and paid for 2-3 payments even though I had TRIED to cancel during that time. It is like I was being held hostage and could not get free from you.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/26/2023

  The only two organizations that would attempt to call you are our SSG call center and our AMR telemarketing vendor.

  They have both assured me (twice) that you are on their "Do Not Call" file and that they are not attempting to call you.

  You signed up for an introductory digital subscription and paid $1.00 for 112 days of service on 10/12/22. 

  At the time you signed up, our website said that at the end of your trial offer, your rate would roll to $14.99/mth. 

  That occurred on 01/26/23. This $14.99 payment covered the period of 02/03/23 to 03/05/23.

  When our computer attempted to bill your credit for the next 30 day period, the payment was declined.  After a few more attempts, our system converted you to our "ebill process".

  There were no more attempts to charge your credit card after 03/20/23.  When you called us on 04/19/23, your subscription was cancelled effective 04/21/23.

  I have alerted both of our collection vendors not to attempt to collect for the period of 03/05/23 through 04/21/23.

  If anyone else attempts to contact you, please reach out to us at *****************************************

   

   

   

   

   

   

  Customer Answer

  Date: 04/27/2023

   
  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:04/14/2023

  Type:Sales and Advertising 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.

  A couple months ago I canceled my subscription, and shortly after I started getting lots of calls from a ************ number. I never answered or called back because I didnt know the number and they never left a voicemail. One day I either answered or called back because I was curious who was calling me every single day, and they told me they were with the Denver Post and wanted me to renew my subscription, and I just told them to stop calling me. And that stopped it for awhile until 4/10 when they called me again. And then they called me again 4/12, 4/13, and twice on 4/14 which is today. After the first call I sent an email telling them to quit calling me and not to contact me in any way. They sent some email I didnt even read and also tried to call me. I finally just blocked the number because Im tired of it, I never thought about blocking them until now because Ive never had some harass me to the point where I needed to. Its ridiculous that a company would go to these lengths to renew a subscription and then would continue to harass me after I tell them to stop, twice. All they had to do was quit calling me but they keep pushing it for no reason. If I dont want the subscription then just leave me alone. And if you read their ****** reviews, youll see Im not the only one whose been getting lots of phone calls trying to get them to come back.

  

  Business Response

  Date: 04/15/2023

  We have confirmed that our telemarketing vendor has added ************** to our Do Not Call files.

  If you have any additional issues, please reach out to *****************************************

• Initial Complaint

  Date:03/22/2023

  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.

  Subscribed for 7-day delivery through a subscribing agent in a store. I agreed to be billed monthly and was led to believe that I could cancel at any time and receive a refund. The paper was delivered once, two days later, and then not at all for the subsequent week. I called to cancel. Was told I could not get any refund at all for the first month. I don't have product and cannot get refund?

  

  Business Response

  Date: 03/30/2023

  We followed up with your delivery agent to resolve the delivery issues.  He informs us that despite a delivery resolution, you are no longer interested in a subscription.

  We have stopped your account effective 03/31/23.  We will refund your original payment.  Please allow up to 14 days for the credit to reach your credit card.

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