Complaints

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

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  The Cincinnati Enquirer

  312 Plum, Suite 1250 Cincinnati, OH 45202

  
• 

  The Cincinnati Enquirer

  25 Town Center Blvd. Crestview Hills, KY 41017

  

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:09/27/2023

  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.

  My mother passed away on September 15 2022 at ******* ******* **** ***** *** ******** **.
  Prior to her death I was providing her with a daily edition of the Cincinnati Enquirer.
  Upon her death I contacted the Enquirer informing them of her death. I was told that the account would be closed effective 9/15/22. The charges were made to my checking account each month.
  The charges continued regardless of my monthly calls to the Enquirer, each time I called I was told the same thing "the account will be closed and you will be reimbursed for all charges after September 15 2022. I arranged for that deduction to be removed from my account. Now I am receiving monthly bills from the Enquirer. I want this to stop. I am enclosing (10) monthly deductions from my checking account, a copy of my mother's death certificate and a copy of a $50. charge from my credit union to print all my checking account activity for 22 and 23.

  

  Business Response

  Date: 09/28/2023

  The Enquirer regrets the frustration experienced by this customer.  We are issuing a refund for the payments sent after the subscription was cancelled.  We spoke with the customer, informed them of the pending refund and provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 10/08/2023

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******

  Per 10/8/23 email from customer:

  Complaint resolved thank you!!

• Initial Complaint

  Date:09/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well, here we are again!
  
  Over the last week (September 15, 18-21) the Cincinnati Enquirer has failed to deliver the print version of the newspaper for five consecutive weekdays. This is despite daily phone calls to their automated complaint service, and a call to their service manager. (To make it worse, they did not even provide a full online edition of the paper one Saturday!) Our only real relief has been assistance from the BBB which we have to use more than once in the last few months and help from one of the Enquirer managers.
  
  I continue to use my computer printer supplies to print sections of the paper for a family member who finds it difficult to read the online edition, adding additional costs. Yet, we continue to pay our usual subscription fee and additional high prices for “special features” and even more to pay our monthly fee via postal mail. (Our usual monthly fee is $42.00. This includes the days we do not receive the printed paper!)
  
  Our family has been a loyal subscriber to the Cincinnati Enquirer for over fifty years. I hope that in the future we can get better service
  
  ******** ********* **** ******** ***** ***** ********* * **** **** **** *****

  

  Business Response

  Date: 09/21/2023

  We appreciate this customer's continued patience and loyalty.  We spoke with them again, escalated the delivery issues to our distribution management team, provided account billing adjustments and asked that they contact us directly if they do not see improvement or need further assistance.

• Initial Complaint

  Date:09/15/2023

  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.

  On Sunday 9-10-2023 Novak Djokovic won the US OPEN Championship in New York City, This was his 24th Grand Slam win. He is the best man in tennis today. Did I read anything about him in your sports page. "Well, no I didn't. This man has accomplished things in tennis that no man or woman before him has. Now, I would like to know why there was no mention of it in the Enguire. It's not like we don't have big tennis fans in this city, because we do. Now that I think of it there was little or no coverage of the biggest tennis tournament in this country. I am very disappointed in your sports writers for excluding this story from our local papers. FYI

  

  Business Response

  Date: 09/18/2023

  The Enquirer regrets this reader's disappointment and appreciates their feedback and engagement.  We have shared this feedback with our newsroom.

• Initial Complaint

  Date:08/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No paper delivered August 16, 17, 20, 21, 22, 27. I am missing 27 issues in 2023 alone. Each time I call I am told how sorry they are and I will get a refund. No refund is ever issued. This has been going on at this pace sense they switched print providers.
  
  Can anyone at BBB explain to me my why it is okay to bill for something, notvdeliver it, and keep the money?

  

  Business Response

  Date: 09/26/2023

  The Enquirer regrets this customer's poor experience.  We escalated this delivery issue to our distribution management team for review and correction.  Credits are applied toward the subscription account when missed deliveries are reported and a full month of credit was applied which covered all of September's service.  This customer was not charged in September due to this credit.

  We attempted to reach this customer via telephone but were unable to leave a message.  We emailed them to inform them of the steps taken to resolve this matter and provided them direct contact information in case further assistance is required.

• Initial Complaint

  Date:08/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a subscriber for approximately the last 30 years. The delivery service has declined steadily for the past five years. I have complained many times and I usually get an offshore person, if any person at all, usually with no understanding of the problem. I have not received the paper for the last three consecutive days. No weather issues of any sort would have led this this lapse of delivery.I feel like the Enquirer is defrauding its paying customers. I also do not like to read the paper online.

  

  Business Response

  Date: 09/05/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  We provided the customer with our direct contact information in case further assistance is required.

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Since my original complaint, the Enquirer has failed to deliver the paper an additional two times (approximately 15%) as scheduled. When payment was due, the amount of payment (minus the missed deliveries) was questioned by the Enquirer employees, and 3 different amounts were given, one with no credit for  missed editions at all. I did receive voicemail responses from and Enquirer (most likely from the parent company) rep, but these were during the business day and not easily returned.
  
  
  Regards,
  
  
  
  **** ******
  
  

  

  Business Response

  Date: 09/21/2023

  We're disappointed to hear that this subscriber is still experiencing service issues.  We've followed up with our distribution management team regarding this issue and are hopeful service will improve going forward.  We have applied a courtesy credit to this subscription.  We left another voicemail for the customer, informing them of the additional steps taken to resolve this matter and providing direct contact information in case further assistance is required.  We've asked that the customer notify us directly if any other service issues occur.  

• Initial Complaint

  Date:08/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family had been a subscriber to the paper edition of the Cincinnati Enquirer for over 50 years. For the last week (seven days) we have not received the physical edition of the paper despite daily phone calls to the Enquirer's automated system and a live conversation with a distribution manager. We are told by the automated phone message system that: "It's too late to deliver your paper." or "Due to production problems we are running behind. You will get your paper by noon." But, except for once, it never comes. ( I know papers are delivered to our area as I visited a street a block from ours on Sunday 8/13 and Enquirers had been delivered there.)
  To make it worse:
  1. We are charged five dollars a month just to pay our bill.
  2. We are charged extra for special sections in "Premium Editions" which we never read.
  3. My brother has problems reading from a computer and likes to read the news on paper. I have to use our ink and paper to print out the sections he likes to read. This adds even more to the cost of reading the Enquirer.
  4. Finally, we keep getting notices that we did not pay the bill, but my online bank clearly shows payment.
  I grew up and learned to read by the daily newspapers. I value them highly. We recycle the paper after we read it.
  This is the second time I've requested your help with this problems this year. It was repaired for awhile, but now the paper delivery service has has literally ceased. They did rectify the problem (in February, 2023) and offered a month of free service.
  We would like:
  1. The physical Enquirer newspaper delivered on time
  2. Removal of "Special Editions" and their cost
  3. No extra fees for payment with check
  Attached: a PDF of days according to my records of non delivery since March, 2023. A copy of the Enquirer's records can also be sent

  

  Business Response

  Date: 08/14/2023

  We regret this customer's ongoing frustration.  We spoke with them and informed them we are requesting photo-verification of this delivery until we can confirm this matter is resolved to their satisfaction.  The customer has our direct contact information and we ask that they contact us if furrther assistance is required.

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this has not yet resolve my complaint as it has only been one day.  For your reference, reasons for rejection are included below.

  The Enquirer was delivered today for the first time in a week.   I'm going to wait a week before I can give a more positive indication of service improvement.
  
  
  Regards,
  
  
  
  ******** *********
  
  

• Initial Complaint

  Date:07/20/2023

  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.

  I have been a subscriber for approximately 50 years. The delivery service has declined steadily for the past five years so I have opted for Sunday only delivery and online service. The Sunday delivery is terrible. The paper never shows up before 10:30AM and is usually delivered after 2PM if at all. Sometimes it comes on Monday. I have complained many times and have always been promised improvement. For regular complaints I get an offshore service. A few months ago I decided to cancel and was connected with a local representative. I was given a special rate and promised improved service. It hasn't improved.
  After reading other similar complaints I feel like The Enquirer is only making these promises to keep their subscription numbers up so they can sell Sunday ads. I feel like they are defrauding both the subscribers and the ad purchasers.

  

  Business Response

  Date: 07/20/2023

  We regret this customer's poor experience.  We've escalated this matter to our distribution management team for review and correction of our service errors.  We spoke with the customer, provided a courtesy credit, and direct contact information in case further assistance is required.

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** *******

  I was given a credit for the missed newspaper and given an excuse for not getting Sunday papers. Basically the excuse was that I am the last person on the carrier's route and if he doesn't feel like it's worth his time on any given Sunday to deliver to me he has the option to skip me. By accepting my subscription they have agreed to deliver the paper to me every Sunday.

  

  Business Response

  Date: 07/26/2023

  This matter has been addressed with our distribution team and the customer has received credit for missed deliveries and a direct point of contact for further follow up if needed.

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** *******

  This does not resolve anything. I will still receive only intermittent deliveries and will have to waste time filing complaints.

• Initial Complaint

  Date:07/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to The Cincinnati Enquirer several weeks ago for the paper delivery service to my home. In those weeks I received the paper one time. The one time I received the paper it was wrong: they delivered the Sunday paper on Monday. I have filed complaints through their online systems and get automated messages that they will resolve the issue and have notified the carrier, but that has not fixed anything. I finally called the customer service line and the woman sounded concerned and said she would directly message the carrier and report my issue up, but that has also not fixed anything. The automated messages apologize for the inconvenience, but state that in the mean time I can read the paper online. I am specifically paying more for the paper delivery because I do not want to read it online, I want the physical copy in the morning. It does not seem as though any of their help or complaint lines will fix this issue.

  

  Business Response

  Date: 07/17/2023

  The Enquirer regret's this customer's poor experience.  We've escalated this matter to our distribution management team for review and correction.  We left a voicemail for the customer, informing them of the steps taken to resolve this matter, and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:06/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  getting 2 papers a week for last 3 weeks while getting billed for monthly subscription

  

  Business Response

  Date: 06/26/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  We left a voicemail for the customer informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:06/07/2023

  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.

  In August of 2022 I called to cancel my subscription only to find out they were still charging my account. In October of 2022 when I noticed they were still charging me I called again and asked for a refund of $24. I thought they had refunded the initial $24 only to find out today that they did not cancel my subscription but credited my account. I started receiving bills in the mail which made me check my account. They have charged me $114.11 for subscriptions that should not have been coming out of my account. I called today only to be told I will not receive a refund. I told them that they need to refund me $114.11 plus the $24 that was supposed to be a refund back in October,not a credit. This is theft by deception and I will be seeking legal counsel if my money is not returned. The audacity of them to continue to take myout of my account after talking with them repeatedly about cancelling my account. This is absurd.

  

  Business Response

  Date: 06/16/2023

  The Enquirer regrets the frustration experienced by this subscriber. We confirmed this subscription was successfully cancelled and we are issuing a refund to the card on file within the next few business days.  We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is needed.