Complaints

This profile includes complaints for Daily Times-Call's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Daily Times-Call

  350 Terry St Longmont, CO 80501-5440

• 

  Daily Times-Call

  PO Box 299 Longmont, CO 80502-0299

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:01/07/2025

  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 have questions about the billing practices of this newspaper. I pay $186.95 for a 13 week all access + ******************************* paper. If you read the fine print, there is a $4.95 Processing Fee taken out of that subscription price, just for paying my bill. In addition, two years ago a 15 cent temporary Supply Chain Surcharge per delivery day was implemented, which also shortened my subscription term. In October 2024, that "temporary" charge went up to 18 cents per delivery day. This "fee" is not a "temporary" one. On October 30, 2024, I began a series of phone calls to **************** requesting an itemized statement regarding all of these charges. I asked that the "credits" that were supposed to be made to my account for days that the newspaper was not delivered be included on this statement, as well as the daily supply chain surcharge that should be refunded for a paper that was not delivered. I called **************** on Oct. 30th, Nov. 12th, Nov. 15th, Nov.22nd, Nov. 26th, and Dec. 11th. Each time I requested an itemized statement. I was given the same response - "it takes ***** hours to send the statement". I was told my request would be escalated to upper management. On Nov. 26th, I was told it would take 7 days. As of today, Dec. 20th, I have still NOT received an itemized statement, either by email or ****. I have asked for an email address or phone number to call to report this issue. I was told that it would all go to the same place, and that there is no way to reach anyone else. I want to see the billing & credits to my account according to *********************. I want to see the numbers.

  Business Response

  Date: 01/17/2025

  I apologize for the delayed response, and the misinformation regarding a detailed statement.  Our system does not produce statements, but rather renewals for the next subscription term.  Our call center made that promise in error, and did not notify us of the request so we could reach out.  As a courtesy I have applied a one-month credit to the subscription.

  Again, an itemized statement can't be produced, but an explanation of how the charges work is following.

  There is a $4.95 fee added to the subscription price for all customers that receive a paper renewal sent in the mail.  In this case, the 13-week price is $182.00, with the billing fee, that price became $186.95. This fee can be avoided by setting an account up on auto payments or by making a payment online through the customers ******************************** page.

  All customers with paper delivery receive the surcharge for each day delivered, and over time will shorten a delivery subscribers subscription.  This fee is not applied to digital only subscriptions.

  Customers that report a missed paper, and dont ask for redelivery, receive credit that extends the subscription by a day, basically giving back any charges for that day.  In the last six months the account shows two missed complaints reported for two days missed, with three days adjusted back to the subscription.

  Customers do have access to their myaccount page, and in addition to being able to report service issues and make a payment online, can monitor the account balance and expiration date.

   

  
  

  Customer Answer

  Date: 01/29/2025

  As of this date, I have not received ANY communication from ************* or ****************** Call.  In addition to my attempts with **************** listed in my complaint, I have called and spoken the Editor of ********* Call on January 16th and January 21st regarding my request for an itemized statement.  **** times I spoke with him, he stated he would pass along my concerns to the Longmont ****************  Representative and that she would respond.  On January 16th, my husband received a call from someone at the Times Call demanding money we owed the Times Call for our subscription.  My husband calmly stated that we were awaiting an itemized bill from the Times Call.

  As of this date, January 29th, I have not heard from anyone.  We have not received a bill of any kind since I began questioning the charges in October.  I usually pay for a 13 week subscription, which never lasts for 13 weeks, which is why I wanted an itemized bill. 

   I received an email from Suwai on January 25th, stating that I had not responded to the BBB within a 7-day window regarding the Times Call's response and that the Times Call had responded.  That is not true.  ********* Call has not responded or communicated with me.  How could I miss "the 7-day window" when the only knowledge I received regarding a response was from Suwai on January 25th.  (Today is January 29th - four days after Suwai's email.) 

  The response sent to the BBB states that "a one-month credit to the subscription" has been applied.  As I stated in my original complaint, I do not know how they bill a 13 week subscription - - which does not last for 13 weeks.  I do not know when my subscription is due, as I have not received a bill since I began my complaint and supposedly have been issues a one-month credit. 

  I do not consider this complaint to be resolved.  I should receive some type of communication from ****************** Call and whomever answered the BBB inquiry with the status of my account.  I have never set up an on-line account with them and ALWAYS pay my account by check when I receive the bill in the mail.

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

   

  Business Response

  Date: 02/14/2025

  An email response was made to the customer on 2/3/25, and a renewal was processed on 2/6/25.  The customer replied after receiving the bill and noted the processing fee was missing, and still has concerns about calculating the next date her payment would be due after paying from the renewal.  I submitted the following reponse today, 2/14/25.

  "The missing processing fee is a timing issue with the different jobs in the system.  I made the entry to opt you back in to paper bills on 2/6/25.  The renewal was also processed on 2/6/25, so the missing fee is an error, in that one process wasn't fully complete when the other was submitted.  Each process is submitted by a different department.  I would expect to see the fee on the next renewal you receive.  Pay the amount on the current renewal for the term you want.  Do not include the processing fee.
  
  You are paying to have the newspaper delivered to you by a carrier.  The renewal sent shows a Paid Through date of 2/1/2025.  Effective today, if you pay $182.00 for 13 weeks, the system will create a paid through date of 5/3/2025.  If you pay $364.00 for 26 weeks it will be 8/2/25.  The supply chain surcharge will shorten your subscription.  The charge is applied weekly based on the delivery schedule and active days of delivery.  You can see your expiration date and balance for your account from your ******************************** page under the My Profile option.
  
  As mentioned in the BBB Response, to avoid the processing fee on bills, you can change to Ebill to your email or change to automatic payments.  To avoid the supply chain surcharge you can change to a digital subscription.  These fees are otherwise not optional, and I can not give you an exact quote on how your account will be impacted as I can not know if you will take a vacation or have a delivery issue.
  
  Regards,
  ****"

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22715406
  
  I am rejecting this response because:  The business refuses to send me an itemized statement.  I have exchanged emails with **** *******, **************** ***** and asked for details regarding how/why a 13 week subscription is no more than 12 weeks, and most often less than 12 weeks.  In the last email that I sent to her today, I am asking for the number of newspaper home delivery days within a 13 week subscription.  It is not 91 days (7 days X 13 wks), and for my budget purposes, I am asking for the exact number of days.  It appears to be 80 or 81 days.  I will let the BBB know if/when I get a response.

  Thank you for your help in this matter.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/14/2024

  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 was charge renewal of subscription that I never wanted. I'm told that I didn't cancel, while I believe that I did. The promotion is to trick people into full subscription. I want a refund. See attached.

  Business Response

  Date: 09/23/2024

  Customer started a subscription from a special offer email for $6.00 for 52 Weeks on 9/13/2023.  The emails, and the site the link takes them to, explain the subscription will continue at the next rate, in this case $14.99, but that they can cancel at any time.  After clicking the link and submitting payment information in the offer, the review screen also explains the Automatic Renewal Terms and how to cancel at the bottom, but above the Place Your Order button.  A reminder notice of the upcoming $14.99 charge would have been sent to the email address on the account before the charge.  A check of our ****************** does not show an attempt to cancel online through the account.  A search of our email inbox doesnt show any communication to cancel from the email on the account.  There isnt a record of cancellation until 9/14/24, one day after the 9/13/24 $14.99 auto renewal payment, when the customer call center was reached.  The stop has been scheduled for the expiration date on the account and the auto payment information has been removed so no further charges will be processed.

  Thank you,

  **** *******

• Initial Complaint

  Date:01/31/2024

  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 have been receiving the ******** Hometown Weekly newspaper for decades and have never subscribed to it and never read it. It goes directly into the recycling bin. Recently, I was out of the country for 3 weeks and came home to a pile of these newspapers on my front porch--which really upset me given that it was obvious to anyone who drove or walked by my house during that time, that I wasn't at home and hadn't been for some time. I know for a fact that not all of my neighbors receive it, so I can't figure out why I do (especially since I do not subscribe to it). I've called the ***************Call twice (Dec. 8 and Dec. 13). It is my understanding that the Times-Call controls the distribution of the ******** Hometown Weekly paper. When I called, they confirmed that I don't have a subscription and told me they'd stop delivery. They didn't. I'm still receiving it. I want delivery stopped permanently and immediately.

  Business Response

  Date: 02/01/2024

  After checking the address in our system I saw the stop entered, but the demographics had not been updated.  I have marked the address as Do Not Deliver.  I also reached out to the delivery manager, who responded they would stop delivery.  

  Customer Answer

  Date: 02/01/2024

   
  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. Thank you so much! I really appreciate how quickly the Times-Call responded. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/21/2023

  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.

  April 27, I signed up for a 3 month trial subscription of the ***************Call for $0.99. The promo said I could cancel at any time.On July 20 I called to cancel the subscription at the end of the trial period. I was informed that my credit card had already been billed $18.99 for one additional month, but that I could cancel for the following month. I said I was not interested in extending my subscription and wanted the $18.99 refunded. The charge was made without any earlier notification. Contacting customer service was a frustrating experience. They informed me that I had 2! active subscriptions. I attempted to make clear that I wanted no subscription and requested a refund for $18.99 that was charged before the end of the promo subscription. The 2 customer service reps I spoke with, spoke quickly with accents making it difficult to have a clear conversation. They did say there are no refunds, but that all subscriptions would be canceled.

  Business Response

  Date: 07/24/2023

  Our records indicate a notice was sent by email on 6/27/23 reminding ********************** of the upcoming change to $18.99.  Our offers should state we bill seven business days before the expiration, but the link is no longer valid for me to verify we provided that information.  Our call center is not allowed to process refunds, and usually escalate the request for a refund to the local office.  The note on the stop indicates this was discussed, however, I don't show anything on the escalation document about the request for refund.  Since I can't verify the process was fully communicated, a refund will be issued for the $18.99 charge.  The stop has been updated from 8/27/23 to 7/27/23, and the refund has been submitted.  Refunds can take **** business days.  I show no other active accounts.  I apologize for any miscommunications and the frustrating experience with our call center.

  Customer Answer

  Date: 07/26/2023

   
  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. The letter mentioned by Great West arrived at the same time the charge was made, giving NO advance notice. The call center person said she would escalate the issue, but nothing happened, hence this report to BBB and a stop on the cc payment. When the deposit is received, I will accept this solution. If by accepting this resolutin, and not finding a refund credit within 10 business days, I will open a new case against this company that makes charges 7 days in advance. 
  
  Thank you BBB. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/13/2023

  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 am a 30 year subscriber to this newspaper. My 13 week subscription was due Feb. 14, 2023. I paid $159.25 for a 13 week ***************************** paper. A few days later, I received a postcard informing me that a "temporary supply chain surcharge" would be debited from my subscription fees. The rate would be $0.15 per delivery day and would shorten my subscription term. I called the paper to question when the charge would begin (as that information was NOT on the postcard). I was told that it would begin on February 20th, 6 days after my new subscription began. I was told that this was not a rate increase, even though my account would be debited daily for the extra $0.15 without my permission. I have never had a company, or this newspaper increase my bill after I paid it. This newspaper increases the rate on the bill. I have contacted the newspaper editor but had to leave a message. He has not returned my call. I called the paper's TC line, which is used by subscribers to "sound off" on local issues. Oddly enough, they have not printed my questions or any comments regarding this issue. Can the newspaper debit my $159.25 that I paid in good faith for a 13 week subscription, thereby shortening it 12 days - - almost 2 weeks! Is this legal? Do I have any recourse other than to discontinue the subscription and ask for a full refund? I would appreciate any advice or help that you can provide me to resolve this issue.

  Business Response

  Date: 04/20/2023

  *****,

  We understand your frustration with the recent supply chain surcharge. Here is the reasoning behind it:

  "It is a fee tied to all time high production costs we are facing in the industry.  The paper we print on has gone up 40%, the ink we use has gone up 53%, the aluminum plates we use have increased by over 50%, all the past year or so.  Gas prices are over $4.00 again and our carriers demand and get higher rates for delivery...All of these costs are having a big impact on our business, so we are passing along this 15 cent fee for the one day of delivery to help us overcome just a portion of the impact.  Thanks for your note and your continued support."

  We notified you prior to the start of the supply chain surcharge at which you could have decided to continue the subscription or not. However, our cancellation policy is non-refundable and we will ask you continue out the term of your subscription. This information can be found on page A2 of your publication daily. 

  At this time, we will see a credit is applied to the account for the charges on your subscription account, however, when the next renewal notice arrives, please contact customer support at ************ to request a cancellation for your expire date.

  Please let us know if you have any further questions.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19592344
  
  I am rejecting this response because:  I am not aware of "a credit applied to my account".  (Hopefully, that is true.)  I have received my next bill, which  was shortened by 6 days due to the surcharge. The business response states that I was notified prior to the start of the surcharge which was approximately five days before it started. I had already paid my 13 week subscription in full before I received the postcard saying that a surcharge was being implemented.  While I understand that the business has had increased costs, so have I.  I am on a fixed income and do not have the means to apply a "surcharge" to increase my income.  Whether this type of debit to my account without my permission was legal, I do not know, but this was certainly unethical.  The author of the response suggested I could have decided to cancel my subscription, but that is not true because I was not notified before I paid my 13 week subscription that the surcharge was being implemented.  At any rate, with the help of the BBB I feel that my concerns have been heard. I understand how this business functions and values the subscribing customers.
  
  Sincerely,
  
  *****************************