Complaints

This profile includes complaints for The Baltimore Sun Media Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Baltimore Sun Media Group

  501 N Calvert St Baltimore, MD 21202-3604

• 

  The Baltimore Sun Media Group

  PO Box 1377 Baltimore, MD 21278-0001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  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.

  For over a year, I have been receiving unsolicited deliveries of the Sun Plus advertising paper from the Baltimore Sun, thrown onto my property each week. Despite calling their customer service on three separate occasions and requesting that the deliveries stop, the unwanted papers continue to be delivered.This is not only frustrating but constitutes littering on private property, as these papers are thrown into my yard or driveway without my consent. I have made reasonable efforts to resolve this directly with the company, but they have failed to honor my repeated requests.I am requesting that the Baltimore Sun immediately and permanently stop delivering any printed material to my address before exploring legal action.Desired Resolution:Permanent cessation of all deliveries to my address Written confirmation that my address has been removed from their distribution list An apology for the repeated disregard of my prior stop requests Business Involved:The Baltimore Sun **************************************

  Business Response

  Date: 07/17/2025

  July 17, 2025

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The provided information within this BBB Complaint and your feedback are being reviewed and proper course of action will be taken, where applicable.  The local Distributor has been advised to cease all free Sun Plus deliveries to your residence and your mailing delivery address is still designated as "Do Not Deliver" in our system.  Your request has been expedited due to the feedback provided as this seems to be an ongoing request. Please be advised there are no active accounts associated with your delivery address at this time therefore the local Distributor has been advised to review further due to this concern.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:06/23/2025

  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.

  I previously blocked a company on Cash App after noticing unwanted charges, and I also canceled my subscription with the company directly to ensure no further payments would be processed. Despite this, the company continued attempting to charge my account multiple times. Initially, Cash App successfully blocked those attempts, which confirmed that the blocking feature was working as intended. However, after several failed charges, the company somehow managed to get through on their last two attempts, and the charges were processedeven though I had already taken every step to prevent further billing. These charges were unauthorized, as they occurred after both the cancellation of the subscription and multiple efforts to block the company on the platform. Im concerned that despite the safeguards in place, the company was still able to bypass them, and I believe this should be investigated. I am requesting that these charges be reversed and that the company be fully and permanently blocked from charging my account again.
  
  ee months, etc.) even after I said no five times. I finally had to demand cancellation firmly, and the *** said it would be canceled but refused to send me an email confirmation. She gave me a reference number, which I no longer have.Despite this, the company continued trying to charge me. I blocked the merchant in Cash App, but they eventually got through again and successfully withdrew funds, even after being blocked. This experience has been frustrating and stressful, and I believe The Baltimore Sun must be held accountable for its unethical subscription practices.

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with the Baltimore Sun.
  
  The detailed information you provided within this BBB complaint as well as the associated subscription, Wednesday & Sunday print home delivery with unlimited digital access, is being reviewed. Proper course of action will be taken if any standard procedures were not followed by this 3rd party vendor, where applicable. After reviewing your subscription,  it seems when you contacted ****************** on June 12, 2025 a cancellation of this subscription was processed effective June 13, 2025. Due to the associated payment timing, the scheduled $10 payment finalized of which a refund was applied back on June 24, 2025. This refund may take up ***** business days to finalized back as per standard processing times. Please disregard any bill statements and/or correspondence as it is no longer valid.

  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ****************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  
  

• Initial Complaint

  Date:05/13/2025

  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.

  Just after filing the complaint, I saw that the Baltimore Sun did reimburse my account.  you can withdraw this complaint. to resolve any issues or even cancel my account.

• Initial Complaint

  Date:04/24/2025

  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.

  Fraudulent business practices by the Baltimore. Unauthorized charges for a subscription I did not request. When I tried to call them, gave me the run around for an hour asking same questions over and over intentionally trying to frustrate me so I would hang up but they would not refund my money. Called back a week later after no refund and was told I had to wait 30 days to fully cancel and by then no refund which is nonsense. They are apparently scamming thousands the same way per internet posts. Considering a class action lawsuit.

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled Baltimore Sun digital subscription.
  
  The feedback and information you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, your account was cancelled effective April 26, 2025 as per your request to **************** effective April 16, 2025. I have processed a refund of the prior payments in the amount of $42.27 back to your credit card charged. This refund will be applied back to your credit card processed within the next 7-10 business days due to standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  Date:03/07/2025

  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.

  Update 10 April 2025.  Nothing has changed, driveway is still be littered with unwanted sun plus papers each week. 

  Business Response

  Date: 03/13/2025

  March 13, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  The local Distributor has been advised to stop all free Sun Plus deliveries to your residence and your mailing delivery address designated as "Do Not Deliver" in our system.  Please allow ***** business days to all papers to finally stop being delivered to your residence due to standard processing times in place at this time.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Business Response

  Date: 04/16/2025

  April 16, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The additional information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  The local Distributor has been advised to stop all free Sun Plus deliveries to your residence and your mailing delivery address designated as "Do Not Deliver" in our system.  Please allow ***** business days to all papers to finally stop being delivered to your residence due to standard processing times in place at this time.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 05/08/2025

  -update 08May2025 still getting Sunplus litter tossed in the driveway. It's getting comical at this point. 

  Customer Answer

  Date: 05/30/2025

  Still getting Sun Plus pappers tossed in driveway each week after filing complaint months ago following requesting with the baltimore sun to cease un wanted delivery to my address. It litters the driveway weekly and jammed my snowblower when a delivery was made before a snowfall. Past follow *** with prior bbb complaint just keep repeating the same apologies and "we will let our vendor know to remove your address" but nothing changes.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  Once again, our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The additional information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  The local Distributor has been advised once again to stop all free Sun Plus deliveries to your residence and your mailing delivery address is still designated as "Do Not Deliver" in our system.  Your request has been expedited as there are previous requests and a prior BBB complaint.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun *************************** at ************.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  Date:03/04/2025

  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.

  Good Morning,

  
  

  I am writing to follow up on my complaint with the Baltimore Sun Media Group.  On March 11, 2025, I was contacted by ****** ******* regarding my case.  She told me that she approved a refund for me for the amount that I had been charged in subscription fees for the months that I tried to contact them to cancel and no one would cancel my subscription.  She explained to allow ***** business days for the refund to be received, but I never received a refund.  She responded to by BBB complaint, but I have no way of contacting her.  The phone number that she called me from *************) takes me to the *************** and does not give me a way to contact her directly . Do you have any contact information on file for her, or should I file a new complaint?

  
  

  Thank you for your help,

  
  

  Aftan Sylvester 

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

  , 2025) my card was charged $46.37. When I called and spoke to someone named "Primo", I was told that my card was unable to be charged (which is not true, it was charged). When I asked for my money to be refunded to me and for my account to be cancelled, Primo told me that I needed to contact my bank. I will contact my bank, but I also wanted to make sure to report this business to the Better Business Bureau for their shady business activity. I would like a refund and I would like to cancel my subscription.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Baltimore Sun digital only subscription.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your former digital only subscription, your account was cancelled effective March 5, 2025. In the interest of fairness, due to your feedback and request, I have processed a refund of the requested amount of $130.06 back to your credit card charged. Please allow ***** business days for this refund to be received due to standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  
  

  Business Response

  Date: 04/02/2025

  April 2, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your former Baltimore Sun digital only subscription.
  
  The additional information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed. Please be advised your refund was processed on March ******* as a refund check due to the decline to process your prior payment associated with your credit card on file. Due to this circumstance, the refund check may take an additional ***** business days to be received due to local mailing timetables.

  As per our phone conversation today, you confirmed receipt of your refund check in the mail and are satisfied with this resolution.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:02/21/2025

  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.

  We have been subscribers to the Baltimore Sun for over 20 years. We used to receive monthly paper invoices by mail in the range of $30-80/month adjusting for minor price increases over the years, but switched to auto-pay by credit card during pandemic. Recently, we discovered that the Baltimore Sun has been charging us $275.27/month for home delivery of their newspaper plus a digital subscription! This far exceeds the cover price of the paper and service and the amount we have historically paid and we cannot figure out how the Sun came up with this amount. The stated price of a daily weekday edition is $4.00, increasing to $5.50 for Sat/Sun editions. Assuming 25 weekdays in an average month, and 5-6 weekend days, that would add up to approximately $135/month. The Sun postcard also mentions sales tax of $15.27 and delivery costs of $5.52, which still would only add up to approximately $156/month. We are at a loss to explain what accounts for the remaining approximately $120/month for which we are being charged. When we called customer service, after an hour waiting to get a live representative, they would not (or could not?) explain or give us a breakdown of this monthly charge but said they would send us an itemized bill which we have not yet received. We are not sure how long this excessive over-billing has been going on, but would like an explanation and refund as this is clearly not what we subscribed for. If this matter is not resolved to our satisfaction, then we are prepared to cancel our subscription entirely although we have heard that the *** also makes it very difficult to cancel.

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun 7 day print and digital subscription. Thank you for being a valued long time home delivery subscriber.
  
  The feedback and information you provided within this BBB complaint as well as your customer experience is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, I do find that your request for an itemized bill statement had been escalated for assistance but as this is a manual request for the time frame requested additional time was needed to provide the proper assistance. You were reflected as receiving the last several bill statements generated by the bill system dated in our system on February 26, 2025, February 2, 2025, January 5, 2025, December 12, 2024, November 27, 2024 and November 10, 2024 corresponding to your automated EZ Pay payments of which your account was enrolled in and your bill statements were sent to you. Due to your feedback, **************** will forward your itemized billing to your email address within the next 5-7 business days and then will follow up with you to provide further assistance to your bill concern.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

• Initial Complaint

  Date:02/10/2025

  Type:Sales and Advertising 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.

   
  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,
  
  ******* *********

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The information you provided within this BBB Complaint as well as your feedback is being reviewed and proper course of action will be taken, if needed.  Your email address has been unsubscribed to stop all emails and designated as "Do Not Email" in our system. Your request has been expedited for this matter.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  Date:02/03/2025

  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.

  After reviewing my options regarding continuing my subscription, I had made up my mind to discontinue home delivery and possibly subscribing to digital edition only. My reasons for this were twofold. I was paying $1500 per year for the convenience of having a paper copy to read whereas I saw that new customers could sign up for as little as $160 for 1 year. Quite a difference. The other reason for discontinuing is after reading the Tribune Publishing subscriber terms and conditions. No one in their right mind would ever agree to these. Very one sided eliminating the possibility of filing a lawsuit against *******. Not only are Baltimore Sun subscribers being taken advantage of, but subscribers of 10 other publications are also. This is something that multiple state attorney generals should get involved in.

  After talking to the customer service *** on 2/11/25, she informed me that my rate dropped from $112 to $87 per 4 week period plus a $21 credit which should extend this current cycle through the end of March. Due to this restructuring, I will keep my home delivery for now. I have no doubt that there will be issues going forward. Just read the Subscriber terms and conditions which I am forwarding. When they state on the postcard that is sent each month that they reserve the right to raise prices at any time and supply chain surcharges may apply, then they feel they are covered to rip you off. They might as well just put that on the card. Thank you for allowing me to express my concerns to this injustice. Feel free to share this with The Sun.

  through 3/7 instead of the date that the representative told me on 1/7 that it would begin on 2/14.

  Business Response

  Date: 02/10/2025

  February 10, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that additional charges associated with our subscriptions can shorten your original paid thru date.  Any additional costs, which shorten your paid thru date, are reflected within your account disclaimers as well as the Terms and Conditions.  Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence.
  
  After reviewing your concern, customer experience as well as your request, in the interest of fairness I have processed a credit in the amount of $21.33 which has extended your paid thru date and authorized a lower weekly rate for your next billing period.  Thank you for your recent payment which was processed on February 6, 2025.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Baltimore Sun ***************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  After reviewing my options regarding continuing my subscription, I had made up my mind to discontinue home delivery and possibly subscribing to digital edition only. My reasons for this were twofold. I was paying $1500 per year for the convenience of having a paper copy to read whereas I saw that new customers can receive home and digital access for as little as $160 for 1 year. That is quite a difference. The other reason for discontinuing is after reading the Tribune Publishing Subscriber Terms. No one in their right mind would ever agree to this. Very one sided eliminating the possibilty of filing a lawsuit against *******. Not only are ********* subscribers being taken advantage of but readers of 10 other ******* publications across the country are also. This is something that multiple state attorneys should get involved in.

  After talking to the customer service *** on 2/11/25, she informed me that my rate dropped from $112 to $87 per 4 week cycle plus a $21 credit which should extend this current cycle to the end of March. Due to this restructuring, I will keep my home delivery for now. I have no doubt there will be issues in the future. Just read the Subscriber Terms and Conditions which I am enclosing for their one sided approach. When they state on the postcard that is sent each month that they reserve the right to increase prices at any time and supply chain charges may apply then they feel they are covered to rip you off. They might as well put that on the card. Thank you for allowing me to express my concerns to this injustice.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******