ComplaintsforThe Baltimore Sun Media Group

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The Baltimore Sun sends emails everyday that i have unsubscribed to at least 15 times. It has gotten to the point where i have called them and requested removal from their emails twice. Both times a customer service agent in another country has confirmed that I am unsubscribed and will never get the emails again. Both times they lied to me and i still get the emails. make them stop. it is disheartening as a Baltimore resident and long-time subscriber that they have no customer service locally.

  Business response

  01/23/2024

  January 23, 2024

  Our sincere apologies regarding any misunderstanding or inconvenience associated with your Baltimore Sun digital subscription.

  Your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your account, Customer Service has contacted you directly to ensure that your email address associated with your digital only subscription is removed from any further daily eNewspaper emails or Baltimore Sun newsletters. Your account has been designated as "Do Not Email". Please allow 7-10 business days to finalize this request due to standard processing times. If you would like any further assistance please contact Customer Service at 443-692-9011.

  Thank you,
  Katina
  Executive Resolution Center

   

  Business response

  01/30/2024

  January 30, 2024

  Once again, sincere apologies regarding any misunderstanding or inconvenience associated with your Baltimore Sun digital subscription.

  Your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your account, Customer Service has contacted you directly to ensure that your email address associated with your digital only subscription is removed from any further daily eNewspaper emails or Baltimore Sun newsletters. Your account has been designated as "Do Not Email" and email removed from any further emails. Please allow 7-10 business days to finalize this request due to standard processing times. If you would like any further assistance please contact Customer Service at 443-692-9011.

  
  Thank you,
  Katina
  Executive Resolution Center

  Customer response

  01/30/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill regarding two jobs ad that was posted on the Baltimore Sun that I never request or solicited. I called customer service and no help. They did not investigate or took care of this issue. We are an accounting firm and one of the ads is related a truck driver which it does not relate to out business activity. I need proof of who requested this ads, need sign contracts or order form because we never requested a classified add or we are looking to hiring anyone in the last year.

  Business response

  12/28/2023

  December 28, 2023

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Baltimore Sun.

  The Classified Advertising Department has been forwarded your concern with your provided information as well as the attached invoice.  You will be contacted directly within the next 10-14 business days for further review and assistance regarding this matter.

  In the meantime, if you would like additional assistance, you may contact Baltimore Sun Advertising at ###-###-####.

  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sunpaper has refused to honor credits for missed delivery of newspaper. The Baltimore Sunpaper has discontinued delivery of a printed paper as contracted in my last payment to them. This has been an issue for over two years where I haven’t received a paper with sporadic paper delivery before that. In the past, the Sun has acknowledged their fault and extended my “paid through” date. For each missed paper, I have diligently reported to the Sun the missed delivery (usually on line but some via phone) and requested them to credit my account. I receive an acknowledgement of my complaints for the on line reporting. It has become apparent that the Sun process to credit the account does not exist. On 11/1/23, I received a bill for delivery which shouldn’t have happened if they had been crediting the account. This was also a repeat of an 8/1/23 bill where the Sun told me be to ignore the bill and I was good through 11/1/23. I called about the 11/1/23 bill and was told to ignore the bill and I was good through early January 2024. In both these cases, I had been reporting all the missed papers and requested account credits. Apparently these credits do not exist unless a customer follows up with additional complaints. I received my latest bill dated 11/25/23 again with no credits being applied as requested through their system (their support indicated I was only good through 1/3/24). Then they indicated they would only credit me for one newspaper despite having missed 15 since my prior billing discussion. I indicated that was unacceptable and requested a supervisor. The support person said they would escalate it to delivery and someone would get back to me in 24 hours. I responded back that this wouldn’t work since it has been done in the past and I have never gotten a call back (probably because there is nobody covering my route so the email request goes nowhere). The support person then indicated that a supervisor would get back to me in 24 hours. It has been 48 business hours (not counting the two weekend days) and no return call. I view this as not just an issue for myself but it has the fraud potential for any customer who identified a missed delivery and requested a credit. There is no method for me or any Sun customer to verify on line or via the delivered bill that any credits are being issued. In my case, it is very apparent that credits have not been assigned to my account. Account # *********

  Business response

  12/20/2023

  
  December 20, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription. Thank you for being a long time valued subscriber.
  
  The information you provided within this BBB Complaint as well as your account is being reviewed at this time.  Your delivery concerns have been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service.  Last payment reflected on your subscription is dated in 2021 as this has been an ongoing concern but your digital access remains available to you every day associated with your email address on file.  Due to this ongoing concern, the Distributor has been asked if your delivery address has newspaper delivery designated as it seems the demographic of the delivery area may have changed due to temporary open routes at this time.  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Customer Service will contact you within the next 7-10 business days to confirm if your address is deliverable and if so then deliveries should be received on your scheduled delivery days of Wednesday, Saturday and Sunday each week.
  
  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.
  
  
  Thank you,
  Katina
  Executive Resolution Center
  
  
  
  

  Customer response

  12/20/2023

  
  Complaint: ********
  
  I am rejecting this response because this is no different that what they have been claiming to be doing for the last two plus years, What have they been asking the distributor the last two plus years? The representative is not addressing why my credits are not extending my subscription until they actually deliver papers as contracted and they are not confirming that the credits will be applied. The representative also refuses to address why my credits are not automatically applied when I report the missed delivery in their system and request an account credit in their system. Is this a system wide practice for all customers?

  I have been promised a call back earlier this month and never received it with other similar sunpaper responses in the past so I have little faith in the existing promise (which of course falls outside the window where I must respond to the BBB).

   

  **** ****

   

   

  1
  
  Sincerely,
  
  **** ****

  Business response

  12/26/2023

  December 26, 2023

  Once again, sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription. Thank you for being a long time valued subscriber.
  
  The information you provided within this BBB Complaint as well as your account is continued to be reviewed at this time.  Your delivery concerns have been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service.  Last payment reflected on your subscription is dated in 2021 as this has been an ongoing concern but your digital access remains available to you every day associated with your email address on file.  Due to this ongoing concern, the Distributor has been asked if your delivery address has newspaper delivery designated as it seems the demographic of the delivery area may have changed due to temporary open routes at this time.  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Customer Service will contact you again within the next 7-10 business days to confirm if your address is deliverable and if so then deliveries should be received on your scheduled delivery days of Wednesday, Saturday and Sunday each week.  Customer Service left a voicemail message on December 22nd to discuss your deliveries.
  
  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.
  
  
  Thank you,
  Katina
  Executive Resolution Center

  
  

  Customer response

  01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because this is almost an exact duplicate of the prior response that was rejected. I did receive a voice mail from a phone number associated with the ******* ******* (parent company perhaps) that referred me back to the same standard Baltimore Sun help line. I called it the same day the person disavowed any knowledge of the ******* call or any call to me and could not update me on anything new (the person indicated someone would get back to me within 48 hrs. and that did not occur. I have no updates on why I am not getting papers delivered. I have no updates on why my missed paper credits are no longer being applied. I have attached screen shots of the process to identify missed deliveries and apply for account credits as well as the email response from the Sun paper saying they would process my credit request  (this has occurred for over 300 credit requests). For the last two plus years I have never received communication that my credit would not be processed. These credits have not been automatically applied in at least the past year as the paper would send me a bill and I would have to spend significant phone time with them so they would honor the credits.
  
  Sincerely,
  
  **** ****

  Business response

  01/09/2024

  January 9, 2024

  Once again, sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription. Thank you for being a long time valued subscriber.
  
  The additional information you provided within this BBB Complaint as well as your account is continued to be reviewed at this time.  Your delivery concerns are being reviewed regarding your ongoing missed deliveries. The information has been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service.  Last payment reflected on your subscription is dated in 2021 as this has been an ongoing concern but your digital access remains available to you every day associated with your email address on file.  Due to this ongoing concern, the Distributor has been asked if your delivery address has newspaper delivery designated as it seems the demographic of the delivery area may have changed due to temporary open routes at this time.  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Customer Service will contact you again within the next 7-10 business days to confirm if your address is deliverable and if so then deliveries should be received on your scheduled delivery days of Wednesday, Saturday and Sunday each week.  Customer Service contacted you on January 7, 2024 to discuss your deliveries and escalated again to the local Distributor for assistance as well as delivery expectation for your residence.
  
  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.
  
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer response

  01/09/2024

  
  Complaint: ********
  
  I am rejecting this response because it is yet another slight variation of the same form letter with no substance. This is the third iteration of the distributor being "asked about my delivery address" and I have yet to hear a response. The vendor has not indicated if my credits are being applied and they have continued to send a bill that indicates they have not. They should confirm my "paid thru" date and that they will continue to automatically extend the date as deliveries are missed.

  In addition, I have carefully reviewed the call logs of both household phones for January 7, 2024. No call was received to "discuss my deliveries." I did receive the usual automated email response to my missed paper reporting on Sunday January 7, 2024 but this could hardly be considered "Customer Service contacting me to discuss deliveries:. I would like Customer Service to clarify/correct their statement here.
  
  Sincerely,
  
  **** ****

  Customer response

  01/29/2024

  In Katina response to the complaint on 1/9/24, she promised to contact me in 7-10 working days. As with prior promises, this wasn’t kept. Now for a change, I did receive a voice mail on Friday, 1/26/24 just before 5:00 PM (on the 13th working day). Katina indicated she has just received information from the distributor that she wanted to share with me. She promised to call me Saturday or Monday morning. No call has occurred.  
  

  During this time, as of Thursday, 1/25/24, the sunpaper has now stopped my subscription preventing me from reading the current paper online and this also prevents me from reviewing past papers that were available while they honored the subscription. The account was deactivated while they continued not to respond as promised and are now refusing to honor their commitment to credit accounts for missed papers. The following is from page 2 of my bill:

  
  “DELIVERY REQUESTS We provide daily delivery by 6:00 a.m. and weekend delivery by 8:00 a.m. For missed or incomplete delivery, please call before 10:00 a.m. Monday-Friday and before noon Saturday and Sunday for a redelivery. In areas where re-delivery is not available, your account will be credited and the expiration date will be extended.”

  
  As I have indicated earlier, they credits haven’t happened unless I specifically called to complain. Now they are not happening at all against the promise in their billing statements. Is this just my account or are other customers getting incorrect credits?

  Business response

  02/02/2024

  Once again, sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Saturday and Sunday home delivery and unlimited Digital subscription.
  

  Please be advised I did try to contact you several times of which I was unable to reach you directly. Therefore, Customer Service contacted you to inform that at this time print delivery service is unavailable currently of which the only option would be for digital service.  A credit adjustment of the last payment from 2021 in the amount of $54.89 was processed back to the account and a promotional offer for digital service for 6 months was authorized as well as a refund of $46.00 has been processed.  The digital account has been started effective February 2, 2024 for 6 months with no additional cost but transferred with the credits processed on the stopped print former subscription.

  Once again, apologies for this concern and appreciate your understanding as the local Distributor works through the delivery concern in your delivery area at this time. Should you have any further concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.

  
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer response

  02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is reluctantly satisfactory to me. I only wish that this had been communicated earlier since delivery had not been available for over two years yet the paper continued to force me to tell them that the paper hadn't been delivered so that I would receive credit for the paper that they knew wasn't being delivered. So this was over 300 times I had to notify them!
  
  Sincerely,
  
  **** ****

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have contacted the Baltimore SunPlus circulation multiple times via phone/email to request that that SunPlus not be delivered to my address. It continues. I do not want the SunPlus delivered to my address.

  Business response

  12/13/2023

  December 13, 2023

  
  Our sincere apologies for any inconvenience or frustration you have experienced due to the ongoing free Sun Plus deliveries by the Baltimore Sun .
  
  The local Distribution office have been notified to cease all deliveries to your residence, going forward.  I have expedited your request as there are no active paper accounts in our system associated with your address at this time. Your delivery address has been designated as "Do Not Deliver". Also, thank you for your feedback as this will be reviewed, and the proper course of action will be taken. Thank you for being a valued Digital Only subscriber of the Baltimore Sun.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun Customer Service Department at 443-692-9011.
  
  Thank you,
  Katina
  Executive Resolution Center

  
  

  Customer response

  12/16/2023

  
  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

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We canceled our subscription over a year ago. Multiple times a day we get harassing calls from the Baltimore Sun trying to get us to restart our subscription. This goes on every day starting early in the morning and at times waking people up in the house. I have tried to get the callers to stop but they just hang up on you. This is telemarketing with no end. They will not stop calling.

  Business response

  11/10/2023

  November 10, 2023
  
  Our sincere apologies for any misunderstanding or frustration you have experienced associated with the Baltimore Sun.
  
  Your feedback and information provided regarding your request to stop all telemarketing contact is being reviewed. Your phone number will be designated as "Do not Call" and removed from any Telemarketing call listings associated with the Baltimore Sun. Please allow 10-14 business days due to our standard processing times but your request will be expedited due to your feedback included in this complaint.
  
  In the meantime, if you would like to speak with Customer Service, please contact the Customer Service Department at 443-692-9011.
  
  Best Regards, 
  Katina 
  ********* Resolution Center
  

  Customer response

  11/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20816634, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have never subscribed to the Baltimore Sun. For several years(longer even), the Baltimore Sun continues to throw a plastic wrapped flyer onto my driveway. It's inconvenient/ annoying, however. The complaint is there are times we are away and that flyer becomes an obvious that no one is home. And that makes are home a potential target. I have contacted them, and some times.its not deliver, but then starts up again.

  Business response

  10/06/2023

  October 6, 2023

  Our sincere apologies regarding for any inconvenience or frustration associated with the Baltimore Sun.

  The local Distribution office have been notified to cease all deliveries to your residence going forward.  I have expedited your request as there are no active accounts in our system associated in our system at this time. Also, thank you for your feedback as this will be reviewed, and the 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 Baltimore Sun Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer response

  10/19/2023

  Still getting the flyer delivered to my driveway. The address number is on 3 sides of my mail box post. There is no reason for the driver to be throwing this plastic wrapped flyer on my driveway.

  is there anything else I can do to get the Baltimore Sun to stop delivering to my address.

   

  Business response

  10/24/2023

  
  October 24. 2023

  
  Sincere apologies for any inconvenience or frustration you have experienced due to the ongoing free deliveries by the Baltimore Sun.
  
  This stop request/complaint and feedback has been forwarded to the local Distributor and Distribution office to cease immediately all the free deliveries to your residence. Your address has been designated as "Do Not Deliver" from any further deliveries of any kind and no active accounts are reflected in our system for your residence at this time. Also, thank you for your feedback as this will be reviewed, and the proper course of action will be taken.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I enjoy reading the Baltimore Sun both in print and on line. However, I do not like the fluctuating prices that occur each time there is an automatic renewal. The quarterly renewal increases by $20 or more and then will go up again by roughly the same amount if you do not call the Baltimore Sun Customer Service number which, as has already been pointed out, is a call center overseas. They read from a script and eventually concede to reduce your rate. However, my experience has been that the reduction will not occur until the following renewal period so you are still charged the inflated rate for that imminent subscription period. I also question when I call to have my account credited for missed papers if it, in fact, occurs. It is extremely frustrating to have to play that game that is very much in favor of the Sun Group. I would love to lock in to a reasonable annual rate and stop having to play this game of quarterly subscription inflation. It seems I may have a new carrier so at least, so far, my papers are now being delivered consistently.

  Business response

  09/29/2023

  
  September 29, 2023
  
  Sincere apologies regarding for any inconvenience or frustration associated with your Baltimore Sun subscription.
  
  After reviewing the information you provided within this complaint as well as researching your subscription, it seems your weekly rate is currently on a discounted offer.  I was able to authorize back the previous rate due to the feedback provided. Please be advised as subscriptions are continuous and rates are subject to change, Customer Service would be able to discuss with you any options available at that time before your next bill cycle. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc.

  Thank you for your feedback as this is acknowledged regarding your subscription.as well as your most recent payment. Due to this recent weekly rate adjustment, your paid thru date has been adjustment further due to additional monies received. 
  
  I attempted to contact you but reached your voicemail. Should you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.
  
  
  Thank you,
  Katina
  ********* Resolution Center
  

  
  

  Business response

  10/06/2023

  October 6, 2023

  Once again, sincere apologies regarding for any inconvenience associated with your Baltimore Sun subscription.
  
  Thank you for your feedback as this is acknowledged regarding your subscription and your request for the refund in lieu of extending the paid thru date on your subscription. Due to this a refund in the amount of $21.18 has been processed on October 2nd and will be applied back to the credit card charged. Please allow 10-14 business days to be applied due to standard processing times.
  

  Should you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at 443-692-9011.
  
  Thank you,
  Katina
  ********* Resolution Center

  Customer response

  10/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20630195, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have contacted the Baltimore Sun on 4 separate occasions (3 in writing and 1 via phone) to request they cancel all deliveries of their SunPlus paper. The paper was never requested and is not desired. After more than 6 months and multiple requests they are still being left in my driveway and yard. They send a signal that I am not home and increase risk of theft. The delivery was never requested and no subscription account was ever created. I want them to immediately and permanently suspend all deliveries.

  Customer response

  08/31/2023

  Even after receiving confirmation from the Baltimore Sun that the unrequested deliveries would be suspended effective 8/23, I received yet another delivery on 8/31. The company continues to send these unwanted papers although they have received multiple requests and this BBB complaint advising them that the delivery is not wanted. 

  I would like the paper delivery ceased immediately. 

  Thank you

  Business response

  08/31/2023

  August 31, 2023

  August 31, 2023
  
  Once again, sincere apologies for any inconvenience you have experienced due to the ongoing free deliveries by the Baltimore Sun.
  
  The local Distributor and Distribution office has been notified again to cease all the free deliveries to your residence. Your address has been designated as "Do Not Deliver" from any further deliveries of any kind and no active accounts are reflected in our system for your residence at this time. There can be a processing time of 5-7 business days but your request has been expedited to for immediate assistance due to this escalated circumstance. Thank you for your feedback as this is acknowledged and will be reviewed as well as the proper course of action will be taken regarding this concern.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On two separate attempts, the Sun delivery system failed entirely to apply vacation stops, despite my submitting the stops in a timely manner, and following up with calls to the "service line" which is useless, as well as sending numerous emails. The emails to "customer satisfaction" were answered by false promises that the problems would be solved. On both attempts for stops, the paper was delivered every day in error. The dates were 5/11/23 - 5/15/23 and 5/25/23 - 5/30/23. My address is **** ******* *** ********* ** *****. The Sun provides no access beyond the useless service phone number and the useless email contact address. So I do not know if the problem is caused at the Sun end or at the delivery person end, but in any event, the Sun has not forced the delivery person to change his/her refusal to comply with vacation stops. I will cancel my subscription within the next week if I do not get meaningful contact from someone in authority at the Sun.

  Business response

  06/06/2023

  
  June 6, 2023
  
  Our sincere apologies for any inconvenience or frustration you have experienced associated with your Baltimore Sun home delivery subscription. Thank you for being a long time valued home delivery subscriber.
  
  The information and feedback you provided within your BBB complaint is being reviewed. The information for your vacation hold is being monitored as the delivery person will be advised of the newspapers being delivered even when your account is on a vacation hold status.  We appreciate your patience and understanding while we work towards a resolution to this delivery concern.  I do find another vacation hold processed on your account for stop date June 9th with a restart date of June 11th so this information has been advised to the Distributor for assistance.
  
  Again, we apologize for the inconvenience this has caused and appreciate your patience while we worked on getting this matter resolved.  I have tried to contact you but will reach out to you again today to discuss this matter further. If you would like to contact  Baltimore Sun Customer Service, please contact ###-###-####.
  
  Sincerely,
  Katina
  Executive Resolution Center

  Customer response

  06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is OK for now, I will see what happens in the next week.  
  
  Sincerely,
  
  Judith ********

• Initial Complaint

  04/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In June 2023, I subscribed to the Baltimore Sun over the phone. At that time, I was informed that I would receive a print copy of the Howard County Times every Thursday as well as a print copy of the Wednesday and Sunday Baltimore Sun for the price that I paid. Everything was fine until mid-March 2023. At that time, I stopped receiving the Wednesday and Sunday Baltimore Sun and some of the Thursday Howard County Times papers were not delivered as well. During the first week of April, I called the Sun's 1-800 number and inquired about why I was not receiving the Wednesday and Sunday Baltimore Sun. They informed me that the computer indicated that my subscription was only for Thursday and I was not supposed to get a paper any other days. I informed them that I was told I would get the Wednesday and Sunday Baltimore Sun when I subscribed last June for the year. It did not make any sense that I would get these papers for months and months then they suddenly stopped. They could not offer me any further explanation so I emailed the Baltimore Sun my concerns. They responded on 04/07/23. In this email, they informed me that the promotion had ended on 03/19/23 and that I should look at their website to find promotions for new subscribers. I responded to that email by informing them that I was told I would receive three papers a week for a year and I was not informed that the promotion would end 03/19 when I subscribed. I informed the Sun that I was not getting what I paid for and that it was "false advertising" that they initially offered me a special that was supposed to last a year but they are now saying that it ended 03/19. The Sun responded through an email on 04/20/23 asking me if I had proof that my subscription ends in June 2023. I told them that there operators told me that I paid up through 06/26/23. I would like the Sun to keep their original agreement with me to deliver three papers a week and give me credits for all of the papers I have missed since 03/19.

  Business response

  04/26/2023

  
  April 26, 2023
  
  Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Baltimore Sun.
  
  After reviewing the information you provided as well as your Howard County Times and Baltimore Sun accounts it seems that your Baltimore Sun Wednesday and Sunday deliveries were complimentary associated with your active Howard County Times Thursday only subscription. This complimentary Baltimore Sun offer had ended due to the completion of our joint distribution program.  In the interest of fairness, I was able to adjust for your account on a one-time authorization based on your account history and discussion with Customer Service to have the Baltimore Sun for Wednesday and Sunday scheduled delivery days until July 30, 2023.  After that timeframe, if you would like to continue those deliveries you would need to contact Customer Service to see what the next available rates would be as all our subscriptions are continuous and would continue unless you notify us directly that you would like to cancel this Baltimore Sun subscription.
  
  I have tried to contact you directly but reached your voicemail and will contact you again within the next 7-10 business days to further review the criteria of your subscriptions.
  
  
  Once again, our sincere apologies for any misunderstanding. If you would like any further assistance, please contact our Baltimore Sun Customer Service Department at ###-###-####.
  
  Sincerely,
  Katina
  Executive Resolution Center
  

  Customer response

  04/26/2023

  
  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.
  
  Sincerely,
  
  Wendy *********

*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. ↩