Complaints
Customer Complaints Summary
- 73 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/29/2022
Type: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.
Denver post acct. # *********: On 5/24/2022 a person from the *************** at Denver Post called and offered to renew my one year subscription for the same rate as I paid a year earlier at $182. I said "Do it" and my credit card was charged for the $182. He/she confirmed that the new expiration date would be 4/9/2023. Now I got a bill which says my subscription ends 12/18/2022. I called and spoke at length with a customer service rep. who said I only renewed for six months.....NOT TRUE! The six month rate at that time was only $132.95. Why would I renew for six months at $182 if the invoice stated six months was just $132.95?? I would not, nobody would! I did not renew for six months....I renewed for one year ending 4/9/2023. I want my subscription end date to be corrected to 4/9/2023 as promised. Thanks.
Business Response
Date: 12/09/2022
We apologize for the confusion that occurred with our subscribtion retention caller.
Your account has been adjusted to a new expiration date of 05/14/23.
For future issues or concerns, please reach out to us directly at *****************************************.
Initial Complaint
Date:11/25/2022
Type: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 needs to STOP delivering your newspaper to my address. I called them 2 weeks ago and was told by their customer service that delivery would stop, but I'm still getting unsolicited newspaper from the denver post -- which amounts to littering my property.Business Response
Date: 11/30/2022
The last sample scheduled to go to this address was in September 2022.
Therefore, this recent delivery was a carrier error - They were not following their route list.
Our field team has worked with the local carrier to prevent further deliveries.
We have flagged this address not to be selected for any future sampling campaigns.
For any future issues, please reach out to us at *****************************************
Initial Complaint
Date:11/18/2022
Type: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 has charged my card repeatedly, and twice a month, for a duplicate subscription that I attempted to cancel months ago. There is no way to manage subscriptions online. When I tried to chat with a team member, they told me I had to call. When I called, I was put on hold until the call was dropped by the Post. There is no reasonable way to manage or cancel a subscription or speak with someone who can help. They have fraudulently charged me $89.94 over six months in duplicate, canceled subscriptions. I receive no emails from them about the subscription, so I'm truly not receiving any product from them. They are impossible to get a hold of for subscription matters. Considering "subscriptions" isn't even an option when you call in, and the customer service rep I spoke with had to send me to someone who put me on hold for an hour and then the call ended on its own, it seems like this is by design.Business Response
Date: 11/30/2022
Subscriber responded to an introductory offer for a digital subscription in July 2022 at the rate of $0.99 for 90 days.
There were two subscriptions processed with two different names (Kellan **** & ************) and two different zip codes (***** & 80139)
This is an online ordering process, so no agents pf the Denver Post were involved.
During the processing of each order, the subscriber provides their credit card information.
It clearly states that at the end of introductory period that the subscription will roll to the regular price of $14.99/mth.
As required by ******** law, if a service is ordered online, there has to be the option to cancel it online.
That can be accomplished at our subscriber website: myaccount.denverpost.com. This website can be found by visiting denverpost.com or doing a ****** search.
Our records show that the subscriber's first attempt to contact us about the duplicate subscriptions was on 11/18/22.
We have a "no refund policy", but we have taken the following actions:
On the "duplicate" subscription, we have processed a refund of the 3 payments, ($0.99, $14.99 & $14.99) $30.97 total, made on the acct since 7/16 start date has been requested.
On the "primary" subscription, we have refunded the last payment of $14.99.
If you have any further questions, please reach out to us at *****************************************
Initial Complaint
Date:11/17/2022
Type: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.
My Denver Post subscription includes daily digital access and Sunday and holidays home delivery. I have only received one Sunday home delivery since September 4th,, 10 weeks ago. My door cam shows theres been no delivery and never porch delivery, which I requested. Nor do they redeliver the paper until the following Thursday after I call Sunday, Monday, Tuesday and Wednesday every week. Ive been a subscriber for over 30 years and delivery has never been this bad. Also, I paid their 40% price increase and am receiving less; nothing gets resolved after multiple calls to supervisors. I want the home delivery I paid for NOW and extended subscription for missed deliveries.Business Response
Date: 12/13/2022
Our field team reports improvement on delivery issues at this address.
There has been 13 weeks of delivery credit added to this account.
The original expiration date for this account based on the last payment was 08/13/23. The new expiration date for this account is 11/12/23.
For any additional issues, you can bypass our call center *************) by reaching out to:
Member Services: *****************************************
Zone Manager ***************************** - ***********************************
Home Delivery Manager - ******************* - *********************************
Circulation Director - *************************** - ************************************
Customer Answer
Date: 12/14/2022
Complaint: 18412467
I am rejecting this response because: Delivery problem is not resolved.
Sunday Denver Post still has NOT been delivered by their 8:30am deadline since September 4th. Subscriber has to call and then receives a late delivery that day (which is an improvement over calling for 4 days and receiving it Thursday). Subscriber intervened a carrier at 5:30 am, December 4th, approaching neighbors house and confirmed paper was not intended for them. He was very cordial and gave his phone number. It was explained that subscribers house numbers are positioned on well-lit porch, front door and steps, and that UPS,Amazon and ***** all make deliveries there. Zone Manager called later that day. Had he followed up, he would have discovered that the following Sunday,last week, subscriber had to call Home Delivery Manager for delivery.
Subscriber wants to see 6 weeks in succession of successful Sunday Denver Post deliveries by 8:30am before considering this case closed. Subscriber wants to support local news outlets like the Denver Post, and likes their content, but observes service has deteriorated since hedge fund owner ******************** took control and contracts to third parties who arent held accountable.
Sincerely,
*********************Business Response
Date: 12/16/2022
We apologize for the delivery issues. We will follow-up again with the Home Delivery Team.
We always give credit for any days missed.
BBB guidelines will not allow us to keep this complaint open for six weeks to "verify on time delivery".
Please reach out as follows for any future delivery issues:
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: 01/08/2023
Complaint: 18412467
I am rejecting this response because:
Issues are not resolved. Paper was on time this morning, but subscriber, who is a senior citizen, had to climb snow bank to retrieve Sunday Denver Post lying next to curb and icy street. See photo. Not acceptable; delivered paper needs to be accessible to subscriber, on sidewalk, and preferably porch, as requested.
Sincerely,
*********************Business Response
Date: 01/18/2023
We have reached out to the delivery agent again about your delivery location.
Please keep the following information handy for any future issues:
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: 01/29/2023
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:11/07/2022
Type: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.
Each of the last four weeks, the Denver Post has not delivered my Sunday paper per my subscription. This has happened over 20 times this year and over 40 times in the last three years. Each of the last three weeks we've called to report that no paper was delivered and they later dropped off a paper. Today we also called in to report that there was no delivery but no one ever came back and delivered the a paper. I have previously filed a BBB report and it caused the Denver Post to finally call me (February). They generally delivered the paper after my BBB complaint but have not been doing so over the last two months. Please help.Business Response
Date: 12/05/2022
Our field managers have reported that improvement has been made on the Sunday Only delivery to this address.
This continues be one of the toughest areas for us to find long-term carriers.
We always give credit for any mossed deliveries.
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: 12/05/2022
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:11/04/2022
Type: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 getting the Denver Post since **** and the delivery service is nonexistent for the last two year. I paid $158.95 on 26 May 2022 for the delivery of a Wednesday and Sunday paper. Since then, I have not received 10 deliveries. Two of those papers after calling all 10 in were delivered 2 to 4 days late. I called customer service *************) today to cancel the rest of my year's subscription and get the remainder of my money back. The folks on the customer service line are polite and offer two weeks free and other incentives, I asked for my refund and both of the accounting employees said The Denver Post does not give money back-I thought how convenient?? I told the accounting folks I was talking to if they give me free papers for a period, I still won't get them.The Denver Post is selling a service that they cannot provide. That is fraud. I would like a refund for the rest of the year I have.Business Response
Date: 11/18/2022
We are very for the issues you have had related to the delivery of your Denver Post.
Your account was stopped effective 11/05/22.
We are processing a refund for the remaining credit on your account. Please allow up to 14 days to receive this refund.
Should you need any further information, please reach out to *****************************************.
Initial Complaint
Date:11/04/2022
Type: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 signed up for Denver Post at King ******* and was charged $33 in October and $33 in November. I received exactly 1 newspaper from them and paid for 2 months. They called me and I told them I never got it and they did nothing. They would not cancel my account. They would not refund my $66. I spoke to employee #****.Business Response
Date: 11/05/2022
We apologize for the experience you had with your Denver Post subscription.
The *********** processed a stop on your account effective 11/05/22. They also took steps so that no further charges would be made against your credit card.
We have submitted a request for a refund. Please allow ***** days for it to process.
If you have any further issues, please reach out to *****************************************.
Initial Complaint
Date:11/02/2022
Type: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 signed up for a subscription for the Denver Post, and decided to cancel after about a month (I found that it wasn't really useful for me). Their website directed me to call customer service, which I did, and as soon as I mentioned that I wanted to cancel, the line was disconnected. I was calling from my home, where I have never had service issues, however I chalked it up to an accident. I called again about a week later, and the same thing happened when I asked about canceling. In the meantime, I had cancelled the credit card I was using for their payment, and did not bother updating them with the new number since I was attempting to cancel. I received a call today looking for $30 for my subscription since my card didn't go through. I refused to pay, explaining that I wanted to cancel. They directed me to call customer service. I explained what had happened the past two time I called, and requested an email. He told me that they don't accept written correspondence. I don't know the legality of everything, but this feels unethical to me given the issues I have had canceling my subscription.Business Response
Date: 11/03/2022
We apologize for the negative experience that you have had related to your Denver Post subscription.
We will follow-up with the call center to see why your attempts to call us were disconnected and take any necessary training steps needed.
Your subscription will be cancelled and we will stop our collection efforts.
For any further issues, please reach out to us at *****************************************.
Customer Answer
Date: 11/03/2022
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:11/02/2022
Type: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 January 20 of this year, I paid $512.55 to the Denver Post company to renew my subscription for daily home delivery of the newspaper. For the past 3 days I have not received the newspaper. I called the company every day to report the problem. On each occasion I was told that my delivery carrier would be informed about the problem and that I would receive the paper the next day. Yet, the problem persists. I still have not received the papers Ive paid for for three days now. Additionally, the companys agents with whom I speak cannot refer me to a supervisor who can resolve the problem nor can they refund the money I paid for the newspapers I have not received. I would like to have the newspapers for which Ive paid delivery to my home each day and I would like to receive cash reimbursement for the papers which I have not received. I appreciate any assistance you can provide.Business Response
Date: 11/08/2022
Our field team reports that this was a short-term problem and has been resolved.
We have applied two weeks of credit to you account which extends the expiration date on your account.
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:10/31/2022
Type: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 on September 23, 2022 and was transferred to Dusty. I told her I wanted to cancel my subscription. She made three offers to lower my monthly fee but I refused, her last offer was online access but again I said no thank you I want to cancel. She ended the call abruptly.Then on October 17th The Denver Post charged my credit card $48.71 for the subscription that I cancelled so I filed a dispute with **** and the charge was credited. Today, October 31st, I was billed again on my credit card for $48.71 so I plan on contacting **** and disputing the charge again.Business Response
Date: 11/02/2022
We apologize for the bad experience you have had related to your Denver Post subscription.
Clearly we have a training issue at our call center and we will follow-up with the agents involved. They did not stop your subscription, which is why you are still being charged.
Any credit cards charges made after 09/23/22 will be reversed.
For any additional issues, please reach out to us at *****************************************
Customer Answer
Date: 11/02/2022
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,
***********************
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