ComplaintsforModesto Bee

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First of all this isnt the only issue Ive had with the company. Trying to get an issue resolved is beyond frustrating. Im not sure if its because theyve out source its customer Service jobs out of ***************** and there is a language barrier. Im not sure, but their **************** is one of the worst Ive ever dealt with. I have sent multiple emails and called. First, I had to fight with the representative that I paid for a 13 week subscription and the end date was only for 11 1/2 weeks. I sent an email with a screenshot of a calculation from the date of purchase to the end date that they were giving. Finally, I got that resolved. The second issue, my payment was associated with someone elses account. And instead of removing the payment and placing it on my account. They change my account number to that individuals account. My account was stopped per me in July 2023 because we were out of the country. The account the applied my credit payment to was closed two years ago. This is incredibly shady and a lazy move on the representatives part. This is a poor reflection on the Modesto Bee. And how they no longer strive for customer service excellence. If it wasnt for my elderly mom and having eye problems, I would not be purchasing newspaper. After this subscription ends, I dont think I will renew it going forward anymore.

  Business response

  11/09/2023

  Thank you for your message to The Modesto Bee. We are sorry to hear about your customer service experience. Our records you have 2 different account numbers. The account that was restarted was the account stopped back on 5/11/22. There is only one account that is active. We show your account is currently paid until 1/21/24. At time time, it seems like the account is correct an updated. We do apologize for the confusion and inconvenience. We apprecaite your feedbck and your readership.

  Please feel free to contact us at ************ or ************************** if you have any further questions or concerns.

  Thank you

  Customer response

  11/09/2023

  I am rejecting this response because:

  the account actives belong to ************************* which is a family member of mine. I will have to ask her for her old bill that reflects account belongs to her. Instead of your representative removing my payment from this account you change the account to be under my name & my original account which is ********. Im not sure why this is so hard for you guys to do because it was your mistake and it is pretty Shiesty on your part. It just happens that the other account your rep reactivated and assigned to my name was a family member, but what about if it was some stranger?  Log this isnt taken care of I will while a complaint with my credit card that this was a mistake per the merchant and its a Fraudulent charge. This should not be this difficult to resolve.

  
  

  Business response

  11/09/2023

  Thank you for your message to the Modesto Bee. As previously stated there are 2 accounts under the name ************************* ******** and ******** the notes on the account do not show any name change being processed. Account number ******** is paid until Jan of ****. Only one account has been active a time this account is updated and current. If you have any further questions call our customer service department at ************. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They refused to cancel my subscription to the Bee that I have had for forty years. I had it on automatic payment through a credit card, it went up $100. I tried to cancel and they refused. I tried to get them to forward my subscription to the Merced Sun Star since they are both ********** owned. They said they couldn't. They said they would put it weekends only with an online subscription. Meanwhile I have to pay the $750 bill.

  Business response

  08/24/2023

  Thank you for contacting the Modesto Bee. The account for ********************* is currently active and was changed to Sunday only effective 8/27/2023. The payment history on the account is as follows on 1/17/2023 the price for 26 weeks was $814.32 subscriber received a call from our retention department at which time they received a lower price discount. The next draft was processed on 7/29/2023 at the lower price of $745.78. Our terms of service state all cancellations will be processed on the next renewal rate we do not prorate refunds. The account will be switched to Sunday only effective 8/27/2023. If you have any further questions please contact our customer service department at ************. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid taxes and transportation fees for six print copies per week for one year. After approximately 3 months (ten weeks) I was dropped from six copies to two. Was told it was due to lack of work force (carriers) and my full subscription would resume soon. Was then told that in the original agreement that TMB could change form of delivery from print copies to e-copies at will. That same agreement read that all print copies were taxed and transportation fees were charged. So what of my four print copies per week (times 42 weeks) that I didn't get and those taxes and transportation fees? No print deliveries equals no taxes and transportation requirements.

  Business response

  03/09/2023

  I emailed **************** the following today after I wasn't able to reach him by phone:                                                                                 

  Dear *************************,
  
  
  We're sorry about your poor delivery service which began 3 months after your 6-day home delivery service started last April 20, 2022.  We understand you've been receiving your newspapers twice weekly since late July 2022 and I will work on getting your home delivery service back to 6 days weekly.  
  
  
  Please reach out to me at ************ (EST) and I'll be happy speak to you and try to help make this right.
  
  
  
  Kind regards,
  
  
  *******************
  Customer Experience Specialist

  Customer response

  03/09/2023

  I am rejecting this response because: I am owed 42 weeks times four print papers of taxes and transportation fees.. I will accept 2 papers a week until my FULL order is fulfilled OR  a refund on my taxes/transportation fees.
  

  Business response

  03/10/2023

  Thank you for contacting the Modesto Bee. The account for ************************* has been sent to our director of home delivery to resolve the delivery issues **************** has been experiencing. We will make sure papers are delivered and any issues are resolved. We will contact **************** to ensure this has been corrected. The account will receive a credit for any missed papers. The transportation fees mentioned in the complaint are included in the subscription. **************** will receive a call or email to make sure papers are received. If you have any questions you can reach out to our team at *****************************

  Customer response

  03/13/2023

  I am rejecting this response because: I basically except this response.. but because of such poor service I expect a thorough explanation of I am to expect, i.e. the number of papers they intend to make up for and the delivery days.. an ending date so I can be sure to cancel without receiving additional billing etc.. I'm not real excited about getting a phone call or communicating with them (at their convenience) after being ignored so many times.. an E-mail with from them with these explanations would be acceptable.  Believe it or not I have better things to do than answer the phone
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Modesto Bee (a subsidiary of McClatchy Media) has double-billed me for an online digital newspaper subscription. I'm currently paid up through 6/23/23 (which they acknowledge); however, on 12/12/22 they charged my credit card $129.99. (Note: they had a special promo offer in June of 2022 in the amount of $20 which paid me from 6/23/22 - 6/23/23. Proof of this is attached). I called customer service on 12/14/22 (****), 12/21/22 (******), 1/4/23 (Drea), 1/12/23 (***** ID#*****, 1/26/23 (************* ****** ID#***** & 2/16/23 (Vic ID#*****. The last 3 times I spoke with Supervisors. Everyone that I have spoken with assured me that they would refund the $129.99 back to my credit card within **** business days. It's been 71 days and still no refund!! (On 1/10/23 they credited my card $129.99 BUT then reversed it out with a $129.99 charge the same day so the two transactions cancelled each other out. They did the same again on 2/17/23 in which they credited my card $129.99 but then charged it back on the same day!) So, I'm still waiting for my initial $129.99 credit back to my credit card!

  Business response

  02/24/2023

  Thank you for contacting the Modesto Bee. The account for ******************************* should be paid until 6/25/2023 for a digital only subscription to the the Modesto Bee. We apologize for the original error that has caused your account to be charged $129.99 and refund repeatedly. Our customer service specialist has reached out to the finance department to expediate your refund due of $129.99. and following up until this is fully resolved and will ensure no further charges are taken from your account until a few days prior to your renewal date of 6/25/2023. We sincerely apologize for this issue and are working with the our team to avoid any future issues. Our customer service specialist will be reaching out to you by phone directly to go over any further details and answer any questions you may have regarding this. If you would like to contact our customer service department they can be reached at ************************** or you can call **************

  Customer response

  03/01/2023

  I am rejecting this response because:  I STILL have Not received my refund of $129.99!  I had a voice-mail message from ******** at the Modesto Bee *************) after filing the complaint with the BBB in which she apologized & assured me that it would be taken care of; however, I've called her twice (2/28/223 and 3/1/23) & left detailed messages both times.  I advised her that I still haven't received my refund (it's been 8 1/2 weeks now).  They did credit my credit card on 2/17/23 in the amount of $129.99; HOWEVER, they charged it BACK on 2-20-23 (copy of credit card statement attached).  They also sent me an email (2-27-23) stating that the email was my receipt for my subscription & that I'm now paid up through 12-13-23.  This is STILL WRONG as I'm currently paid up through 6-25-23! 

  They STILL owe me my refund of $129.99 which they inadvertantly charged my credit card on 12-12-22!!
  

  
  

  Business response

  03/03/2023

  Thank you for contacting the Modesto Bee. The account for ******************************* has been reviewed a refund for $129.99 was issued back to the card on file on 2/27/2023. Depending on the bank or credit card company that can take 5-7 business days to reflect back to the account. ******** left a message to confirm this transaction. We apologize for the delay and inconvenience of this transaction the account is paid until 6/25/2023. If you have any questiions please contact our customer service department at ************.

  Customer response

  03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Issue: the Bee did not have schedule for GS Warriors in which they were playing today. Dec. 7 They had three other *** games, not GS Warriors.AND I MISSED GAME. I count on schedule to determine my sports viewing.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  For months now, I have asked that the distributor to deliver the newspaper in a specific area so it doesnt get destroyed by traffic. I was told it was illegal for them to put it inside the mailbox so I paid to have a container made that sits under the mailbox in huge letters Newspaper. Ive emailed the Modesto Bee numerous times and provided pictures of what the paper looks like. There is nothing left of it. See uploaded pictures. The Modesto should be refunding my money after months of destroyed newspapers. I understand that there is an online version but the paper is for my very elderly mother that cant access it online. However, I pay extra to have a paper copy and expect to have the paper delivered in the designated container I paid for. This has been going on for months. Its obvious that the Modesto Bee doesnt value their customers or this issue would have been resolved months ago. Im to the point where Im just going to cancel it altogether.

  Business response

  11/01/2022

  Thank you for contacting the Modesto Bee. We apologize for the issues you have been experiencing regarding delivery for the account of *************************. Thank you for including photos of the issue they have been sent directly to the distribution manager and our Director of home delivery. Our *** team will be working to get this issue corrected we have let the management team know where the paper needs to be placed. We have put a permanent note on the account so that the carrier will be reminded each day. A credit has been applied to the account for the damaged papers. The *** team will reach out and follow up on this with you directly the next few weeks to ensure this is resolved. If you have any questions please call our customer service department at ************.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Over the past several months we frequently dont receive a daily paper. We are paying for delivery service which is higher than online. Complaints to customer service go to a third party and the response is always the same. We are told they will escalate since the problem as it keeps occurring or you can read it online. Nothing changes. They say they dont have carriers yet my neighbor receives theirs. I am paying for delivery as my husband cannot read online. Once they gave me a free month for my troubles but I dont understand how they can continue to charge for a daily delivery service then only partially deliver. It would be great to talk to the business rather than a third party outside of the US

  Business response

  10/06/2022

  Thank you for contacting the Modesto Bee. Our VIP team will be contacting *************** regarding the account under *********************** today 10/6/2022 to assist in getting the delivery issues resolved. The team will work with the distributor and our internal management team to get this issue address and taken care of. We do value our subscriber. If we are unable to reach *************** by phone we will send an email as well. 

  Customer response

  10/07/2022

  I am rejecting this response because:

   

   

   I have not yet received a call or email from the Modesto Bee. I will wait to accept or reject until it is closer to the 7 day response time set by the BBB. My concern is they tell you they will contact me then no contact is made, which is what has happened every time I contacted them to complain about their service. Thank you for your assistance. *******************
  

  
  

  
  

  Business response

  10/07/2022

  Thank you for contacting the Modesto Bee. An vip agent spoke with *************** on 10/7/2022 she will be working directly with the management team and director to get this issue resolved. Agent gave her direct number to keep in contact and follow up and resolve this issue. We apologize but will get this resolved.

   

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my subscription to the Modesto Bee effective July 1 2022. or so I thought. They were paid for ***** they received all payments owed by me. In July almost daily I received phone calls from them requesting payment. I explain to them again and again and again I canceled effective July 1 and Im not giving them any more money. About a month ago I finally spoke with someone who said she would erase all the charges owed and cancel the subscription. I am still getting the newspaper and I have called and told them to stop sending it to me and they always assure me it will be stopped immediately. Today I received a phone call from a collection agency, the Modesto Bee has turned me in for nonpayment. And, I am still receiving the newspaper! I dont want the paper, I have canceled it and spoken to someone maybe 100 times and they are still sending the paper and trying to collect payment. This is extortion, they are sending me a product I do not want and have repeatedly told them I do not want and they are demanding money for it. Please help me with this and stop them from doing this to me! Thank you very much for your help with this matter, I appreciate you all very much!

  Business response

  09/13/2022

  Thank you for contacting the Modesto Bee. The account for ************************* is no longer active the balance on the account has been waived and the **** company has been notified. The account was due to renew on 6/12/2022 our records do not indicate an attempt to cancel was received through customer service the account went into a grace ****** at which papers were delivered from 6/12/2022 to 7/26/2022. We received a Live Chat message on 7/18/22 indicating subscriber wanted to cancel at that time. A stop was processed at this time the account is closed with nothing due. **** is a non-reporting agency. If you have any questions you can call the customer service department at ************.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have repeatedly attempted to cancel a subscription to the Modesto Bee through their customer support available by phone. During these phone calls I have been assured that the subscription was canceled and the account closed the day before my phone call. But they continue to deliver the paper and to send invoices. I spoke with them in March 2022 and was assured the account was closed.I spoke with them again on April 18, 2022 and was, again, told the account was closed effective April 17.2022.Today Is spoke with them and was told the cancel date was *** 17,2022. They never bothered to cancel anything, The paper is still being delivered and invoices are still being received. This is a scam.

  Business response

  05/20/2022

  Thank you for your message to The Modesto Bee. We apologize for the problems you have been experiencing in canceling the subscription. Unfortunately, we are unable to locate your account under the name, phone number & email address provided in this BBB complaint. Can you please contact us or provide an account number? This will help us locate your account and be sure we honor your request.
  

  Please feel free to contact us at ************ or ************************** if you have any further questions or concerns.
  

  Thank you

  Customer response

  06/01/2022

  The account in question with the Modesto Bee is MOD-80365644

  This account is in the name of ***************************.

  *************************** passed away on April 13, 2021 - over a year ago.

  After his passing we contacted the Modesto Bee via phone NUMEROUS times asking that the subscription be cancelled.  Every time we were assured that it was cancelled.

  But the Modesto Bee continued to deliver the paper, and to send invoices stating that since the paper had been delivered the invoice was due.  

  One year later, in April 2022 I spoke with the Modesto Bee and explained what was happening.  I was -AGAIN- assured that the subscription was canceled.  I agreed to pay the "final" invoice when it arrived.

  Invoice was received on April 29, 2022 in the amount of $5.38

  The invoice was immediately paid using check **** - a copy of the canceled check is attached.

  However, the Modesto Bee has continued to deliver the paper.  I have called twice to speak to them about this.

  In each call I have been assured - wholeheartedly - that the subscription is cancelled.  But - in each call - the cancel date was MOVED to be the day before my call.  NOT the date that was supposedly sent in April 2022.

  I have since received TWO invoices from the Modesto Bee for increasing amounts:

  Dated 5/6/22 in the amount of $5.38

  Dated 5/23/22 in the amount of $9.99

  THIS IS A SCAM. 

  They claim to honor the telephone request to cancel but keep delivering the paper and subsequently demanding payment.

  Business response

  06/02/2022

  Thank you for contacting the Modesto Bee. The account for *************************** was initially stopped on 4/19/2022. Records show the account was restarted on 5/3/2022 which caused the billing for $5.38 the account was stopped on 5/17/2022 there should no longer be any bills or invoices sent out for this account. We apologize for any confusion. The start request on 5/3/2022 does not give a name of who called in to start it. We have since noted the account not to be restarted. Please call our customer service department if you have any questions at ************.

  Customer response

  06/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

   

  
  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to the Modesto Bee for more than 40 years. This year I decided to not renew my subscription and when the Bee asked me to renew my subscription I told them no. The Bee continued to send a newspaper to my home for about three months after my subscription ended. I didn't ask for the paper to continue to be delivered to my home. Now I have received a notice for A.R.M. Solutions (a collection agency hired by The **** saying I owe $90.48 for the three months of newspapers that I didn't want, nor did I order. This seems like fraud to me. My credit is now being damaged by The ***'s fraudulent tactics to collection more money from me. I never signed or agreed to the additional three months of the newspaper. I wonder how many other people have been sent to collections for something they didn't order or agree to getting. I spoke to a representative at A.R.M., named ******, and he said there was nothing he could do. It was up to The *** to fix the problem.

  Business response

  12/17/2021

  Thank you for your message to The Modesto Bee. Our records show your account was expired 6/20/21. Since The Bee does not stop subscriptions automatically, the paper continued on a grace ******* Prior to the expire date, The Bee sent a renewal notice on 5/17/21 and a second one on 6/30/21. All notices states, the paper will continue unless The Bee is notified otherwise. The Bee does not show notes on any request to cancel the subscription. However, as a one time courtesy, we have cleared the account to a zero balance. We have also notified ARM Solutions. Please allow ***** hours to remove from all records.

  Please note, ARM is a non-reporting collection company. This will not appear on your credit report.

  Please feel free to contact us at ************ or ************************** if you have any further questions or concerns.

  Thank you

*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. ↩