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:01/24/2023

  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 Hartford Courant has not delivered our newspaper in 3 days. I have paid them in full. My husband and I have made at least 10 calls to them. Each time the employees lie telling us the paper will be delivered by a certain time. On Sunday there were 3 different time and then the last on was it will be with tomorrows paper. Well no paper on Monday either now we are out 2 papers. Call again several times it will be delivered by 10. call again 2, and then before 5 they tell us.it will be delivered on Tues. Nothing today no back papers or todays paper. There way out is we will give you a refund but I purchased the paper and want the paper I paid for. This has happened before. The people manning the phones are barely understandable and today when my husband was talking to a man he just laughed in our face! I wish you could do something for us we are so frustrating this needs to stop. Thank you *****

  

  Business Response

  Date: 02/06/2023

  
  February
  6, 2023
  
  
  Sincere
  apologies for any inconvenience or frustration you have experienced
  associated with your Hartford Courant subscription.
  
  After
  review your delivery concerns, there seems to be Open Routes and Production
  concerns causing delivery delays in your local delivery area at this time.
  Due to this concern, your deliveries could be missed or received after
  standard delivery times. Please be advised that your delivery concerns and
  feedback are being reviewed by your local Distributor and they are doing our
  due diligence in delivering your newspaper to your household. We appreciate
  your patience and understanding while we work towards a resolution to the
  delivery concerns in your local delivery area.  After reviewing your account, I was able to
  apply two week's of delivery credit back to your subscription which has
  extended your paid thru date.
  
  Customer Service will be contacting you within the next 7-10 business days
  to confirm receipt of your deliveries as scheduled. Thank you for your
  feedback as this will be reviewed and proper course of action will be taken
  if needed.
  
  Again,
  we apologize for any inconvenience caused and if you have any further issues,
  please do not hesitate to contact our Hartford Courant Customer Service
  Department at ************
  
  Thank
  you,
  Katina
  Executive
  Resolution Center
  

  Customer Answer

  Date: 02/13/2023

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

   

  We feel they have made a valiant effort in fulfilling there delivery to get us our paper. There should have been better communication to all of us in our neighborhood of this issue. The thing is if you don't get the paper by a certain you don't get it at all, not even the next day. Every time we call they said we would get a paper if bot that day then the next, That never happened. Let's hope us getting the paper will continue. Thank you very much BBB. I appreciate your efforts. Thank you

  *****

• Initial Complaint

  Date:01/23/2023

  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.

  Our newspaper has not been delivered for 7 days. I reported the error to the Courant 4 times and was told the paper was on its way. We have not had a paper since 1/15. Please look into this matter.
  
  Thank You
  
  ****** ** *********

  

  Business Response

  Date: 02/03/2023

  
  February 3, 2023
  
  Our
  sincere apologies regarding any inconvenience or frustration regarding your
  Hartford Courant home deliveries.
  
  Your
  account is being reviewed for the delivery concerns your provided within this
  complaint to your local Distributor. Please be advised since there are open
  routes and Production concerns causing delivery delays in the area at this
  time, your deliveries could be missed or received after standard delivery
  times.  We appreciate your patience and
  understanding while we work towards a resolution to the delivery concerns in
  your local delivery area. Customer Service has processed missed delivery
  complaints and credits during your contact with them. Your feedback you
  provided is being reviewed and proper course of action will be taken, if
  needed. For our gratitude for being a long time valued subscriber, I was able
  to authorize a one-time lower rate as well as an additional two weeks of
  credit which would extend your account until May 31, 2023. Customer Service
  will follow up with you within the next 7-10 business days to ensure your
  newspaper deliveries are being received to your satisfaction.
  
  Once
  again, sincerest apologies involving the Hartford Courant deliveries.  Should you have any further concerns,
  please do not hesitate to contact our Customer Service Department at
  860-525-5555.

  
  Thank
  you,
  Katina
  Executive
  Resolution Center

• Initial Complaint

  Date:01/23/2023

  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 Hartford Courant has routinely delivered the paper to my driveway. I am not a subscriber nor have I ever been. For the last several months I have been forced to walk to the end of my driveway and pick up the paper, oftentimes soaked, to immediately place it in the garbage. It has been completely waterlogged and even frozen directly onto my driveway. I have not requested the paper and have made several formal attempts to get it not delivered to my home. This is malicious littering and harassment. Should this unwanted product get sucked into my snowblower it would cause damage to my machine as well as time to repair it causing damages and expenses that I would have a hard time recouping. I feel that this is ongoing harassment and malicious littering. There is a reason that the newspaper industry is failing, no one wants it, myself included.

  

  Business Response

  Date: 02/03/2023

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

  
  Our
  sincere apologies for any frustration or inconvenience you may have
  experienced due to the ongoing deliveries and inability to stop the newspaper
  deliveries from the Hartford Courant. 

  
  The
  local Distributor for your delivery area and Management Team have been
  notified and confirmed to cease those deliveries to your residence going
  forward.  Also, thank you for your
  feedback regarding the inability to have these free deliveries ceased to be
  delivered to your residence. This will be reviewed, and the proper course of
  action will be taken. 
  
  Once
  again sincerest apologies for any inconveneince. I have left a voicemail as I
  tried to contact you directly regarding your concern. If you would like any
  further assistance, please do not hesitate to contact our Customer Service
  Department at ###-###-####.
  
  Thank
  you,
  Katina
  Executive
  Resolution Center

  
  

  Customer Answer

  Date: 02/07/2023

  
  
  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:01/23/2023

  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.

  Good morning: Today is 1/23 and we have not received our copy of the Htfd Courant since last Thursday 1/19. I have checked with several neighbors and found this to be true for all of them. We have made phone calls to the Htfd Courant each day, gone online to file complaints and spoken to representatives. Each time we are given the same canned response. "I apologize for the inconvenience, will make a note of it and credit your account". We have told them that we want the paper not a credit and they tell us that they will try to get a delivery out to us but it never shows.
  We had a similiar issue with the current back in Sept of 2022 but not as bad as this time. It seems the entire area of our town is now effected. In Sept the BBB did intervene and the problem was resolved and we have had excellant service until this past Friday. Papers delivered each day and early.
  Can you please look into this issue for us.
  Respectfully ******

  

  Business Response

  Date: 02/03/2023

  
  February
  3, 2023
  
  
  Sincere
  apologies for any inconvenience or frustration you have experienced
  associated with your Hartford Courant subscription.
  
  After
  review your delivery conncerns, there seems to be Open Routes and Production
  concerns causing delivery delays in your local delivery area at this time.
  Due to this concern, your deliveries could be missed or received after
  standard delivery times. Please be advised that your delivery concerns and
  feedback are being reviewed by your local Distributor and they are doing our
  due diligence in delivering your newspaper to your household. We appreciate
  your patience and understanding while we work towards a resolution to the
  delivery concerns in your local delivery area.  After reviewing your account, I was able to
  apply two week's of delivery credit back to your subscription which has
  extended your paid thru date. Also, thank you for your feedback regarding
  your delivery concerns for your neighborhood.
  
  Again,
  we apologize for any inconvenience caused and if you have any further issues,
  please do not hesitate to contact our Hartford Courant Customer Service
  Department at ************
  
  Thank
  you,
  Katina
  Executive
  Resolution Center
  

• Initial Complaint

  Date:01/23/2023

  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.

  I have not received my daily paper regularly since Christmas, and have had to call thus far for no delivery on the following January dates-1,3,6,9,11,13,14,15,16,20,21. Promises are usually unkept after my calls, and calling to commercial newspaper retailers in ******* usually confirm they have also not received their Courant deliveries as well. I do not understand their complete lack of customer support and hope to see a response and improvement from them. I have been a subscriber since 1968 and have never experienced such failure before. Look for to the response.

  

  Business Response

  Date: 02/03/2023

  
  February 3, 2023
  
  Our
  sincere apologies regarding any inconvenience or frustration regarding your
  Hartford Courant home deliveries.
  
  Your
  account is being reviewed for the delivery concerns your provided within this
  complaint to your local Distributor. Please be advised since there are open
  routes and Production concerns causing delivery delays in the area at this
  time, your deliveries could be missed or received after standard delivery
  times.  We appreciate your patience and
  understanding while we work towards a resolution to the delivery concerns in
  your local delivery area. Customer Service has processed missed delivery
  complaints and credits during your contact with them. Your feedback you
  provided is being reviewed and proper course of action will be taken, if
  needed. For our gratitude for being a long time valued subscriber, I was able
  to authorize a one-time lower rate as well as an additional two weeks of
  credit which would extend your account until March 19, 2023. Customer Service
  will follow up with you within the next 7-10 business days to ensure your
  newspaper deliveries are being received to your satisfaction.
  
  Once
  again, sincerest apologies involving the Hartford Courant deliveries.  Should you have any further concerns,
  please do not hesitate to contact our Customer Service Department at
  860-525-5555.
  Thank
  you,
  Katina
  Executive
  Resolution Center
  

  Customer Answer

  Date: 02/13/2023

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

   

  I never saw the response to my complaint, but will concede that the paper is trying, but it’s not consistent on a daily basis. Whatever it’s problem was has not yet been fully addressed. How does it plan to correct its omissions?

  * * ******

  Sent from my iPhone

  

  Business Response

  Date: 02/26/2023

  
  February 26, 2023
  
  Our
  sincere apologies regarding any inconvenience or frustration regarding your
  Hartford Courant home deliveries.
  
  The
  information and feedback provided within your BBB Complaint is being reviewed
  regarding your ongoing missed and late delivery concern with your local
  Distributor for resolution.  The Delivery Contractor will be advised to
  monitor your account to ensure that your newspaper arrives as expected on
  your scheduled delivery days and as close to the standard delivery time, as
  possible.  Currently, there are
  delivery delays in the area at this time due to Open Routes and Production
  delays that your deliveries may be missed or received after standard delivery
  times.   After reviewing your account,
  your missed delivery credits have been processed which have extended your
  paid thru date accordingly. We appreciate your patience and understanding
  while we work towards a resolution to your delivery concerns in your
  area. 

  
  Customer
  Service has been contacting you directly to ensure you have received your
  newspaper deliveries every day. The last complaint processed on your
  subscription is dated February 8, 2023. Thank you for your most recent
  payment and for continuing to be a valued long time subscriber.
  
  Once
  again sincerest apologies involving your Hartford Courant deliveries.  Should you have any further questions or
  delivery concerns regarding your home delivery account, please do not
  hesitate to contact our Customer Service Department at ###-###-####.

  
  Thank
  you,
  Katina
  Executive
  Resolution Center
  

  
  

  Customer Answer

  Date: 02/27/2023

  
  
  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.
  
  

  Thank you bbb, and Hartford Courant.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/20/2023

  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.

  Thursday- Sunday delivery has not occurred in 2023. Six calls have been placed, no "redelivery" as promised each time, no return call as promised, no resolution, despite repeated assurances from the offshore agents. This morning I was given a new number ###-###-#### which indicates no available agents, try again later, and disconnects. Credits to the annual agreement are useless if there will be no delivery.
  
  FYI, my name and phone number differ from that on the account as it belongs to my 95yo uncle who requested my help. I'm happy to provide those details if contacted.

  

  Business Response

  Date: 01/31/2023

  
  January
  31, 2023

  
  Our
  sincere apologies regarding any inconvenience or frustration associated with
  your Hartford Courant Thursday thru Sunday home delivery subscription.
  
  This
  missed delivery concern will be monitored by your local Distributor in order
  for the newspaper deliveries to be received on your scheduled delivery days.
  Since there are open routes and Production concerns causing delivery delays
  in the area at this time, your uncle's deliveries could be missed or received
  after standard delivery times.  We
  appreciate his patience and understanding while we work towards a resolution
  to the delivery concerns in your local delivery area.  
  Thank
  you for your feedback regarding your uncle's subscription. After reviewing
  his account, missed delivery credits have been processed which have extended
  the account's paid thru date. As our gratitude for yours/his patience and
  understanding during this time, I have processed two weeks of additional
  credits to your account therefore extending the account's paid thru date
  until August 3, 2023.  Customer Service will contact you within the next
  7-10 business days to confirm your deliveries have been received as
  scheduled.
  
  Once
  again, sincerest apologies involving the Hartford Courant deliveries. 
  Customer Service will be assisting  in
  the meantime, if you would like any assistance, please do not hesitate to
  contact our Customer Service Department at ###-###-####.
  
  
  Thank
  you,
  Katina
  Executive
  Resolution Center

• Initial Complaint

  Date:01/18/2023

  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.

  Since the first of the year the Courant has been unable to delivery its paper the day of publication and often not at all. Calling gets an apology and sometimes a next day delivery, but the call center is unable to resolve the ongoing problem. I subscribe for Thursday through Sunday delivery and have been a subscriber for over 40 years.
  
  As an example of the problem this past week the newspaper was delivered on time Thursday as it was with the Community Courant; the first on time delivery of the year. There was no delivery Friday or Saturday. I called and on Sunday Friday and Saturday were delivered but not Sunday; which made no sense. I called again and was assured it would be delivered that day. Sunday delivery is important as we subscribe to TV Weekly also. Neither have been delivered.
  
  The Courant call center is unable to resolve the problem.
  
  Late or non delivery is not just a disservice to subscribers but also to advertisers and the newspapers staff who work to publish the paper on time.
  
  Delivery is not an area for cost cutting if the paper wants to continue in business.

  

  Business Response

  Date: 01/31/2023

  
  January
  31, 2023

  
  Our
  sincere apologies regarding any inconvenience or frustration associated with
  your Hartford Courant Thursday thru Sunday home delivery subscription.
  
  This
  missed delivery concern will be monitored by your local Distributor in order
  for the newspaper deliveries to be received on your scheduled delivery days.
  Since there are open routes and Production concerns causing delivery delays
  in the area at this time, your deliveries could be missed or received after
  standard delivery times.  We appreciate
  your patience and understanding while we work towards a resolution to the
  delivery concerns in your local delivery area.  

  
  After
  reviewing your account, your missed delivery credits have been processed
  which have extended your paid thru date. As our gratitude for your patience
  and understanding during this time, I have processed two weeks of additional
  credits to your account therefore extending your paid thru date until
  September 2, 2023.  Customer Service will contact you within the next
  7-10 business days to confirm your deliveries have been received as
  scheduled.
  
  Once
  again, sincerest apologies involving your Hartford Courant deliveries. 
  Customer Service will be assisting you but, in the meantime, if you would
  like any assistance, please do not hesitate to contact our Customer Service
  Department at ###-###-####.
  
  
  Thank
  you,
  Katina
  Executive
  Resolution Center
  

  
  

  Customer Answer

  Date: 01/31/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  

  They have been very apologetic but appear to no longer have any control over deliveries. Delivery has been spotty, one or two issues a week of the four issues subscribed to. There have been no deliveries this year of the Sunday TV Weekly we subscribe to.

  They really shouldn't be actively promoting new subscriptions when they can no longer promise timely delivery.
  

  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 02/10/2023

  February 10, 2023

   

  Once again, sincere apologies regarding any inconvenience or frustration associated with your Hartford Courant Thursday thru Sunday home delivery subscription.
  
  This missed delivery concern is continued to be monitored by your local Distributor in order for the newspaper deliveries to be received on your scheduled delivery days. Since there are currently several open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.  
  
  After reviewing your account, your missed delivery credits have been processed which have extended your paid thru date. Customer Service has been in contact you and assisting with your concerns. If you need additional assistance with your TV Weekly subscription, please contact them directly at ###-###-####.
  
  Once again, sincerest apologies involving your Hartford Courant deliveries.  Customer Service will be assisting you but, in the meantime, if you would like any assistance, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:01/18/2023

  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.

  Subscribed to hartford courant Thursday/Sunday service plan for one year term scheduled to begin 12/28/22. Received two newspapers on first consecutive delivery days and have not had a newspaper since 1/01/2023. Have contacted customer service line to prompt delivery of missed newspaper for next day as well as called and emailed designated contacts on hartford courant's website including ###-###-#### & Mike S****** ********************** regarding specific delivery issues. Phone prompts as well as live customer service representatives are cued to inform customers the same script of empty responses, and failed expectations. Hartford courant continues to advertise services they are unable to provide and make it impossible to rectify any delivery issues in a time-considerate fashion. Why would Hartford Courant continue to advertise promotions to bait customers to spend $20 or $50 for a service they knowingly can't deliver? That's false advertisement, and false advertisement of a product/service that doesn't exist or what folks generally refer to as a "scam." It's sad day when you have to convince a newspaper representative that you actually want to read a relevant newspaper and not be responded to with an extension of your subscription for your "delivery service."
  
  Side note: this subscription was a gift to reinstate newspaper that had been delivered to same address for 40-plus years prior but was suspeneded due to the death in family. To bring some nostalgic joy, I surprised my mother opportunity to continue read her favorite weekly issues of the hartford courant the last 40-50 years as well as completing crosswords (in pen because she's a pro). It's insulting to a long-time paying customer and quite disappointing to hear Hartford Courant doesn't care if individual households or entire towns within close proximity to our State's capital have access to delivery service. Not sure what happened, during height of the pandemic or last 40 years delivery never an issue!

  

  Business Response

  Date: 01/31/2023

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

  
  Our
  sincere apologies regarding any inconvenience or frustration associated with
  your Hartford Courant Thursday and Sunday home delivery subscription.
  
  This
  missed delivery concern will be monitored by your local Distributor in order
  for the newspaper deliveries to be received on your scheduled delivery days.
  Since there are open routes and Production concerns causing delivery delays
  in the area at this time, your deliveries could be missed or received after
  standard delivery times.  We appreciate
  your patience and understanding while we work towards a resolution to the
  delivery concerns in your local delivery area. 

  
  Thank
  you for your feedback and valued details you provided within your complaint.
  After reviewing your account, your missed delivery credits have been
  processed which have extended your paid thru date. As our gratitude for your
  patience and understanding during this time, I have processed two weeks of
  additional credits to your account therefore extending your paid thru date
  until February 14, 2024.  Customer Service will contact you within the
  next 7-10 business days to confirm your deliveries have been received as
  scheduled.
  
  Once
  again, sincerest apologies involving your Hartford Courant deliveries. 
  Customer Service will be assisting you but, in the meantime, if you would
  like any assistance, please do not hesitate to contact our Customer Service
  Department at ###-###-####.
  
  
  Thank
  you,
  Katina
  Executive
  Resolution Center

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response is the same scripted response provided by the outsourced call center employees day after day. This needs to be thoroughly investigated as it seems daily calls and complaints are continuously racking up and zero unique responses or explanations have been given. The only remedy is graciously extending a service that doesn’t exist- isn’t laundering client money illegal?
  

  I also want to share that since reporting this to BBB, we have received a mailed advertisement from Hartford courant for the exact same service we have paid for but are not receiving. We have a company that’s continuously taking customer money and not delivering a newspaper. It’s the only thing they sell and they aren’t delivering it- doesn’t that raise any red flags for you?

  Here is a quick & cost-effective remedy for delivery issues email or mail coupon vouchers for customers to go to a store and pick up their paper. It saves time and money & perhaps minimize costs of outsourcing disconnected customer service reps and funnel more money into paying better wages for delivery drivers for a livable income & then you’ll have people interested in easy money and customer satisfaction. There are better ways to keep employees gainfully employed.  I’m embarrassed for the company, it’s pretty ridiculous a newspaper can get away with scamming customer money! Perhaps we need to let another news outlet know of their antics.

   

  I really hope BBB does a more thorough investigation for the sake of so many dissatisfied and scammed customers as well as the ridiculousness of a newspaper company that doesn’t want their customers to read. 

  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 02/16/2023

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

  One again, sincere apologies regarding any inconvenience or frustration associated with your Hartford Courant Thursday and Sunday home delivery subscription.
  
  Your missed delivery concern is continuing to be monitored by your local Distributor in order for the newspaper deliveries to be received on your scheduled delivery days. Currently as  there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. 
  
  We truly appreciate your feedback and valued details you provided within this complaint. Customer Service has been in contact with you and has been processing your complaints and credits back to your subscription as well as escalating to your Distributor.   Please be advised that your payment would be refunded back to you, if needed.

  
  Once again, sincerest apologies involving your Hartford Courant deliveries.  Customer Service will be assisting you but, in the meantime, if you would like any assistance, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m continuously promised that I will receive a newspaper. A supervisor called me Sunday morning and told me someone would be delivering newspaper that same day, February 12th. The supervisor then informed me he was in the Philippines and he had no way of contacting the local distributor directly and all he could do was submit my information into a computer system. He told me no one who answers the phone Hartford Courant has a way to contact supervisors directly which eludes the customer service agents are providing false information to paying customers . This is frustrating and fraudulent revolving door with zero customer resolution. I have yet to receive a phone call from anyone “local” or from anyone not reading off the same script. It’s unacceptable on many levels. What’ next step for customers who just want a newspaper? This is a company that sells newspapers- that’s it. Delivery is a local problem, then I expect a local person to address the issue. 
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 03/02/2023

  
  March 2, 2023
  
  Our
  sincere apologies regarding any inconvenience or frustration regarding your
  Hartford Courant home delivery subscription.
  
  Your
  account is being reviewed for the delivery concerns your provided within this
  complaint to your local Distributor. Please be advised since there are open
  routes and Production concerns causing delivery delays in the area at this
  time, your deliveries could be missed or received after standard delivery
  times.  We appreciate your patience and
  understanding while we work towards a resolution to the delivery concerns in
  your local delivery area. Customer Service has processed missed delivery
  complaints and credits during your contact with them. Your feedback you
  provided is being reviewed and proper course of action will be taken, if
  needed. 

  
  I have
  tried to call you but reached your voicemail. 
  After reviewing your account, Customer Service has been reaching out
  to you directly to confirm deliveries and follow up regarding your concern.
  The last delivery complaint processed was dated February 26, 2023.  This is the standard procedure in place and
  your request has been forward to the Hartford Courant for assistance.

  
  Once
  again, sincerest apologies involving the Hartford Courant deliveries.  Should you have any further concerns,
  please do not hesitate to contact our Customer Service Department at
  ###-###-####.

  
  Thank
  you,
  Katina
  Executive
  Resolution Center
  
  

  
  

• Initial Complaint

  Date:01/13/2023

  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.

  The Courant will not stop mailing me newspapers. I have asked repeatedly for them to stop. 6 months ago they promised it would stop within a month, but it has not. I am sick of receiving papers to throw away. I was sick of this 7+ months ago.

  

  Business Response

  Date: 01/23/2023

  
  January
  23, 2023
  
  Our
  very sincere apologies for any frustration or inconvenience you have
  experienced due to the inability to stop receiving the free Courant Community
  free papers mailed to your residence.
  
  
  Your
  request to discontinue receiving these free paper is acknowedged.  Due to the standard processing times, it
  may take 14 business days to have these deliveries to finally stop being
  mailed to your household.  Your feedback regarding your inability to
  stop these free deliveries will be reviewed and proper course of action will
  be taken, if needed.
  
  
  If you
  would like any further assistance, please do not hesitate to contact our
  Customer Service Department at ###-###-####.
  
  Thank
  you,
  Katina
  Executive
  Resolution Center

• Initial Complaint

  Date:01/12/2023

  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.

  Daily newspaper delivery was previously reliable until the first week of Jan., 23. No delivery since then. No explanation, no reimbursement for subscription paid in full.

  

  Business Response

  Date: 01/31/2023

  
  January
  31, 2023

  
  Our
  sincere apologies regarding any inconvenience or frustration associated with
  your Hartford Courant home delivery subscription.
  
  Your
  ongoing missed delivery concern is being monitored by your local Distributor
  in order for the newspaper deliveries to be received, as scheduled. Since
  there are open routes and Production concerns causing delivery delays in the
  area at this time, your deliveries could be missed or received after standard
  delivery times.  We appreciate your
  patience and understanding while we work towards a resolution to the delivery
  concerns in your local delivery area.  

  
  After
  reviewing your account, your missed delivery credits have been processed
  which have extended your paid thru date. As our gratitude for your patience
  and understanding during this time, I was able to authorize a one-time lower
  rate adjustment as well as process two weeks of additional credits to your
  account therefore extending your paid thru date until August 20, 2023. 
  Customer Service will contact you within the next 7-10 business days to
  confirm your deliveries have been received as scheduled.
  
  Once
  again, sincerest apologies involving your Hartford Courant deliveries. 
  Customer Service will be assisting you but, in the meantime, if you would
  like any assistance, please do not hesitate to contact our Customer Service
  Department at ###-###-####.
  
  
  Thank
  you,
  Katina
  Executive
  Resolution Center