Business Profile

Newspaper

The Baltimore Sun Media Group

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

126 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/25/2024
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.
My paper delivery stopped during covid and I have attempted a few times since to resume the paper delivery. Its been a joke for most attempts and now I must report. Below is a snip of email with customer service confirming my paper delivery should have started over a month ago. Dear Valued Customer, Thank you for contacting The **********************. Re: Account number ********* We are truly sorry for the recurring delivery issues. We are positive that we can do something to correct the delivery. We have reported and instructed your distributor who services your area to ensure that this matter is addressed. We appreciate your patience and will do our best to resolve the issue If there are any questions or concerns, please feel free to contact us at ************** or simply respond to this email. Sincerely,******* ******** The Baltimore Sun Customer Advocacy ********************** **************
Business Response
Date: 05/02/2024

May 2, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Wednesday and Sunday Baltimore Sun subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. Your local Distributor has been advised to ensure your weekly Wednesday and Sunday deliveries each week. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. **************** has processed the missed delivery complaints and credits but I have adjusted the account further of which extended your paid thru date an additional two weeks until December 31, 2024. Due to your conversation today, you confirmed you received a newspaper on Wednesday, May 1st to your satisfaction.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:04/01/2024
Type:Order 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.
Subscribed online to e-subscription. Web FAQ says i should be able to unsubscribe online/from account page but there is no option to do so, only by calling a number.
Business Response
Date: 04/08/2024
April 8, 2024

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

After reviewing the information provided within this BBB Complaint and your digital subscription, I have cancelled your digital subscription effective April 9, 2024 as well as processed a full refund of your last payment dated March 21, 2024 in the amount of $16.92. This refund will process within the next 7-14 business days back to your credit card charged. Your feedback will be reviewed and proper course of action will be taken, if needed.

If you would like any further assistance or would like to restart your account, please contact Baltimore Sun **************** at ************.

Thank you,
Katina
Executive Resolution Center

Customer Answer
Date: 04/09/2024

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
Date:03/21/2024
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.
On October 18, 2023, I paid a bill to the Baltimore Sun for $100.39. However our Sun Paper account was cancelled and when I inquired as to the reason, I was told that the check had not been received. I checked with *************** which said that in fact the check had been cashed by the Sun. Further inquiries found that the money had been mistakenly attributed to another account. I decided to continue my fiscal relationship with the Sun via a automatic system using **** and asked for the $100.39 refund. I have been told the same story at least three times: they recognize the error and the check has been processed, it will take six weeks to reach me; my case has been escalated and I will get a call within ***** business hours. This has never happened: no refund, no call. I even went to **** to get their help but after an hour of a run-around on the phone, the banker called it quits. I know this is not a huge amount of money but it irks me that they can treat a long time or any subscriber/customer in this way. I hope you can assist me and I thank you.
Business Response
Date: 03/28/2024

March 28, 2024

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

The information you provided within this BBB Complaint, as well as your account, is continued to be reviewed at this time and proper course of action will be taken, if needed. Thank you for speaking with me today regarding this matter. I have escalated this concern to the ****************** of which Accounts Payable will research the prior refund check as to why it was not received as it seems a refund check was processed on February 13, 2024 which had been applied to your former cancelled account which is no longer valid since you have another subscription reflected in our system. Please ensure if any correspondence or checks are mailed to the Baltimore Sun to include your applicable account number associated with the payment. Your current active account is now on the automated EZ Payments so this would automatically be associated with your current subscription. Another refund check will be mailed to your residence in the amount of $100.39 which will be received within the next ***** business days due to standard processing and mailing timetables. Due to this circumstance, your request has been expedited for assistance.

Once again, our sincere apologies and if you would like any further assistance please contact the Baltimore Sun at ************.

Thank you,
******
Executive Resolution Center

Customer Answer
Date: 03/29/2024

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. IF IT IS COMPLETED WITHIN ***** BUSINESS DAYS. By my calculation that would be May 3rd, 2024 at the latest. I will keep BBB informed.

Sincerely,

**** ****
Initial Complaint
Date:03/12/2024
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.
Home Delivery of daily and weekend sunpaper was reinstated by email from Sun on Feb.23, after issues with lost payments was resolved. Paper was delivered on Feb.24, but no further papers have been received from Feb.25 through today, March 11th. Numerous apologies have been rec'd from Sun, over last 16 days, but to no avail. We have been receiving uninterrupted home delivery to this address for over 50 years, and are deeply disappointed by the inability to have this resolved.
Business Response
Date: 03/19/2024

March 19, 2024

Our
sincere apologies regarding any inconvenience or frustration associated with
your Baltimore Sun home delivery subscription.

The
information and feedback you provided within this BBB Complaint and your home
delivery account is being reviewed and proper course of action will be taken,
if needed. After reviewing your subscription it seems you discussed this
matter and concerns with Customer Service on March 18, 2024 of which your
feedback and complaints were noted and escalated. Please be advised since
there are open routes concerns causing delivery delays in the area at this
time therefore 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 the local delivery
area. Customer Service was able to authorize a one time lower rate of which
extended your paid thru date and delivery complaints and credits were
processed which extended your paid thru date accordingly.

If any
additional assistance would be needed your subscription, please do not
hesitate to contact our Customer Service Department at ###-###-#### for any
other concerns.

Thank
you,
Katina
Executive
Resolution Center

Customer Answer
Date: 03/21/2024

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
Date:03/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The paper is horrible. The pictures are black and they can't be made out. What is wrong with the paper? It did not always look like. it does now. Either make it right or discontinue my service.
Business Response
Date: 03/18/2024

March 18, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Baltimore Sun home delivery subscription.

The information and feedback you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. After reviewing your subscription it seems you discussed this matter and concerns with **************** on March 14, 2024 of which your feedback and complaints were noted and escalated. **************** was able to authorize a one time lower rate of which extended your paid thru date of which you were in agreement with at time of contact.

If any additional assistance would be needed your subscription, please do not hesitate to contact our **************** Department at ************ for any other concerns.

Thank you,
******
Executive Resolution Center
Initial Complaint
Date:03/06/2024
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 can get exact dates for you later if needed. My Father has had a newspaper delivered for over 50 years to his home. In December of 2023, the Baltimore Sun said they did not receive his subscription check, so he wrote them another in January 2024. Since then they have stopped delivery (even though the check has been cashed). He keeps calling, and I have as well, and the customer service people always say they will have it resolved with in the day. They do not. Also, when trying to resolve the issue online, the website and chat-bot both take you to a site called "**** ****" that makes you pay $1 by credit card to receive an answer. I did not enter my credit card into the website. My father did, but still did not get an answer to his problem. Is this a ****? Has the whole Sun paper subscription service been hacked? Please check into this! It is terribly upsetting to my Dad - who is a round-the-clock caregiver and relies on the Sun Paper for his news and information.
Business Response
Date: 03/12/2024

March 12, 2024

Our
sincere apologies for any inconvenience or frustration you and your father
have experienced associated with the Baltimore Sun.

As per
your conversation today, we discussed your father's billing and delivery
concerns. You did confirm his billing concern has been resolved since payment
was received and applied to your father's account effective February 23,
2024. Your father's delivery concerns regarding the ongoing missed deliveries
are being reviewed as well as
escalated to the the local Distributor for assistance. Your father also filed
a BBB Complaint of which is being reviewed at this time. The missed delivery
credits have been applied to the subscription of which has extended the paid
thru date on the account. Thank you for your patience and understanding while
we assist with the proper delivery expectation for your father's subscription
under the name ***** ********. Also, the Baltimore Sun is not associated with
any Chat service that would charge any fee so please be mindful of any Ad pop
ups that may redirect you or your father to another website.

Customer
Service will be contacting your father to confirm his deliveries are being
delivered as scheduled within the next 7 business days. If you would
like any further assistance please contact the Baltimore Sun at ###-###-####.

Thank
you,
Katina
Executive
Resolution Center

Customer Answer
Date: 03/14/2024

Complaint: ********

I am rejecting this response because: -My father is still not receiving the news paper. The response we received is exactly the same words that are used by the people in customer service department in which they say the situation will be resolved within the next few days and we still have no paper. If the Sun does not have someone to deliver to that area, why don't they just tell us? It is really not that complex of a problem and should be solvable. All I want is honesty, and perhaps a rebate for my father since he can not get the paper delivered, evidently.
Also, with regard to someone hacking the Baltimore Sun website and putting a place to chat on it that eventually takes one to the "**** ****" **** is a pretty significant problem, as well. It was the first choice in the ****** search and it said Baltimore sun in the web address. I would hope that the media group is actually dealing with this cyber-problem instead of putting the burden on the customer to discern whether or not their website is legitimate - especially since everyone is encouraged to engage with customer service online instead of by phone.

Sincerely,

**** ****
Business Response
Date: 03/22/2024
March 22, 2024
Once again, sincere apologies for any inconvenience or frustration you and your father have experienced associated with the Baltimore Sun.
Please be advised I spoke with your father this morning as he also filed a BBB Complaint ******** of which he confirmed receiving the newspaper today, March 22nd and yesterday, March 21st. Due to our conversation, I have extended the home delivery subscription paid thru date until May 1, 2024 as well as was able to authorize a weekly lower rate for his next bill cycle. I explained to Mr. ******** to disregard any bill statement he has previously received at this time as it is no longer valid and another will be sent once applicable. Mr. was satisfied at the time of our call this morning. Thank you for your patience and understanding while we assist with the proper delivery expectation for your father's subscription.
Your feedback is acknowledged and will be reviewed of which proper course of action will be taken, if needed. As discussed during our conversation, all Pop Ups that may transpire when trying to access the Baltimore Sun need to have the URL link reviewed as this may lead to another site. Baltimore Sun is not associated with any Chat service that would charge any fee so please be mindful of any Ad pop ups that may redirect you or your father to another website.

If you would like any further assistance or have other concerns, please contact the Baltimore Sun at ###-###-####.

Thank you,
Katina
Executive Resolution Center
Customer Answer
Date: 03/22/2024

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
Date:03/01/2024
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.
The Baltimore Sun delivers weekly (usually on Thursday mornings) a supplement called the Sun Plus. This supplement is left on driveways or lawns and includes a contact phone and email address to request that delivery be stopped. I previously made this request several years ago upon purchase of my property, and the request was honored. In 2023 however deliveries suddenly resumed. Since then I have contacted the Sun multiple times using the contact information provided to have delivery stopped. I have received multiple assurances from *** customer service that the distributor would be informed to stop delivery. Every one of these assurances have been ignored, and the supplement continues to be left on my property every week. As of the most recent request last week, customer service no longer seems to be acknowledging or replying. I am requesting that the Sun abide by the repeated promises they have made and that delivery of this unwanted material to my address be immediately and permanently ended, and not restarted again at some indeterminate point in the future. The address in question is the same as in this complaint, and is repeated below for reference:*******************************************************************************
Business Response
Date: 03/04/2024

March 4, 2024

Our sincere apologies for any inconvenience or frustration you have experienced due to the Sun Plus free deliveries by the Baltimore Sun.

Your feedback is acknowledged and proper course of action will be taken, if needed. The request to have the Sun Plus stopped has been processed in our system therefore the the local Distributor has been notified of the information you have provided and ongoing request. After researching this concern, no active accounts associated with your delivery address since 2015. Thank you for your patience and understanding as this is being reviewed for assistance. Your delivery address has been designated as "Do Not Deliver" in our system due to your request.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun ***************************** at ************.

Thank you,
******
Executive *****************
Customer Answer
Date: 03/07/2024

Complaint: 21366223

I am rejecting this response because:
The problem has NOT been resolved. Please reference the attached photo as confirmation that the Sun Plus was once again left on my property this afternoon, as it has been for the past several months. The "Do Not Deliver" note in the system is still not being honored.

Sincerely,

***** **********
Business Response
Date: 03/12/2024
March 12, 2024
Once again, sincere apologies for any inconvenience or frustration you have experienced due to the ongoing Sun Plus free deliveries by the Baltimore Sun.

Thank you for the documentation and feedback as it is acknowledged and proper course of action will be taken. Your request to have the Sun Plus stopped has been processed in our system therefore the the local Distributor has been notified of the information you have provided and this ongoing request. After researching this concern, no active accounts associated with your delivery address since 2015. Thank you for your patience and understanding as this is being reviewed further for assistance and for the local delivery person to be advised not to deliver to your residence. Your delivery address has been designated as "Do Not Deliver" in our system due to your request.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Baltimore Sun *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 03/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. As desired, no delivery took place this week, so I am hopeful that the situation has been resolved. I will reopen the complaint if the situation occurs again.

Sincerely,

***** **********
Initial Complaint
Date:02/29/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an email on Jan 5th 2024 from Baltimore Sun - that my account rate would increase and would be automatically changed to premium. The email stated: "To cancel, make changes to your subscription or update your credit card you must call our customer service department at ************ or visit your myaccount site." On January 6th, I went to my account website and cancelled my subscription. Since I did not received an email confirmation of cancellation, I took a screenshot of the page (picture attached). I noticed I was billed the increased rate of $21.21 on January 22nd. I called customer service on 1/31, the representative stated, that my subscription was active until February but the account is cancelled, I asked if I would be billed again and she said no. After reviewing my account I was billed on 2/19/2024 for $21.21. I spoke with a representative and a supervisor on February 28th. They said the my account was still active and they asked if they wanted me to cancel it. I said I canceled this account online on January 6th. They said its not possible to cancel an account online. I said I have a screen shot that said my account was cancelled. They also said that they do not issue refunds. That they can reimburse me $13.00 that is left on the account. I also asked for an email confirmation of this conversation - since I am getting conflicting statements when I call. I am still awaiting an email confirmation and money returned. I would like to be reimbursed the total amount I paid for a service that I cancelled.
Business Response
Date: 03/13/2024

March 13, 2024

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

The information you provided within this BBB complaint as well as yoour subscription is being reviewed and proper course of action will be taken, if needed. In the interest of fairness a second refund in the amount of $ 7.39 has been processed on March 12, ****************************************************************** the amount of $13.82 on February 28, 2024 equating to the full payment processed total of $21.21. These two refunds have been applied back to the credit card charged.

Once again, apologies for any inconvenience. If you would like any further assistance please contact the Baltimore Sun **************** at ************.

Thank you,
******
Executive Resolution Center
Customer Answer
Date: 03/14/2024

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
Date:02/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wanted to read a few online articles in the Baltimore Sun. The subscription was supposed to be a free trial period. I signed up on feb. 6th 2024 and they immediately charged my card $3.18, so their promise of a free trial period was fraudulent.

That same day February 6, I wrote to their subscriber services at their direct website to try and cancel and get a refund, but my query has been completely ignored.

I want a refund and I want them to wipe away my credit card info and cancel my subscription, and send me a letter confirming this.
Business Response
Date: 02/20/2024

February 20, 2024

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

After
reviewing the information within this BBB complaint as well as our database,
I cannot locate an account with your name, address, phone number or email
address. Customer has contacted you by email to obtain further information so
we can better assist you and review your proof of payment. Please respond to
this email sent on February 17, 2024 so we can assist with this concern.
Please be advised if you signed up from another site other than Baltimore Sun
directly, you would need to contact that site for assistance.

For
further assistance regarding this matter, please do not hesitate to contact
our Customer Service Department at 443-692-9011 respond back to the email
sent to you directly.

Thank
you,
Katina
Executive
Resolution Center
Initial Complaint
Date:02/13/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Several dates and requests (1/19/24 - 2/8/24), please see attached summary.
Requested cancellation of a digital subscription and refund of the autopay that was charged to my credit card.
as of 2/13/24, the digital subscription is still active and no refund has been recieved.
Business Response
Date: 02/20/2024

February 20, 2024

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

After
reviewing the information within this BBB complaint as well as your cancelled
subscription, it seems Customer Service did contact you on February 17,
2024/February 19, 2024 and provided assistance to your concern. A credit
adjustment in the amount of $24.07 was processed therefore no further balance
is reflected for this account at this time. Please disregard any further bill
statements associated with this subscription.
This credit adjustment is in addition to the refund of $18.03 which
was processed on February 13, 2024 which will be applied back to your credit
card within the next 7-10 business days. Also, it seems you disputed the last
payment as well so the credit card institution returned back the last payment
in the amount of $21.21 on February 14, 2024.

If you
need any further assistance regarding this matter or would like to restart
the subscription, please do not hesitate to contact our Customer Service
Department at 443-692-9011.

Thank
you,
Katina
Executive
Resolution Center

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