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:04/25/2023

  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.

  I(********* ******) had a paper subscription on auto-pay. I had to cancel my subscription due to financial issues. I know that they have the right to refund or not as it says on their bill(they did not), but they keep sending me a bill every month when i cancelled my subscription early.
  
  I have contacted them on multiple occasions. I live on a fixed income and have been trying to work on my credit with around $100 a month. If this goes to collections it could destroy years of work.
  
  They are saying that I owe $50.21.
  The bill does not state a service time or date period or description for what i a being charged.
  my account number is *********

  Business Response

  Date: 05/01/2023

  The Enquirer regrets this customer's frustration.  We spoke with them and informed them we've waived any balance due for their subscription.  Direct contact information was provided in case further assistance is required.

• Initial Complaint

  Date:04/24/2023

  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 was supposed to get daily delivery of the paper. Starting in September or October for my father. I have never received daily delivery only sporadically on Sundays have I received anything. I have called and complained and nothing was ever done.

  Business Response

  Date: 06/16/2023

  The Enquirer regrets this customer's poor experience.  This subscription was cancelled in May 2023.  We've attempted to contact the customer to discuss this matter and left voicemails with our direct contact information for follow up.  We hope to hear back from this customer and look forward to ensuring this matter is resolved to their satisfaction.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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 Cincinnati Enquirer has stopped delivering daily newspapers to the building in which I live. They are experiencing carrier difficulties of which they are aware and do not have any working back-up plan to meet their inherent obligations to their customers.
  
  Repeated attempts to reach a live person at the Cincinnati Enquirer have proven impossible. Their Customer Service is a third party firm in the Philippines, and they cannot/will not provide a means for contacting the paper directly.
  
  When a single paper is missed, they will refund a credit for that day's paper, but that amount is insufficient to go to a local newsstand and buy a replacement paper.
  
  The Enquirer's price for home delivery has risen approximately three-fold in the last several years, and their customer service has declined substantially. I do not believe that they are acting in good faith with regard to their consumers.
  
  I'm listing "Contact by the business" as the desired resolution below. I would like this to be by phone or in person with a CIncinnati Enquirer manager - not a third party contractor.

  Business Response

  Date: 04/26/2023

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

  Customer Answer

  Date: 04/27/2023

  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 - yet.

  I'm away from home through May 25, and it will require some time after that to see if REAL changes in customer service have been implemented.  I've heard the "we'll try harder" in the past, and the response has not been a systemic change yielding lasting results.

  
  Regards,
  
  
  
  ****** *****
  
  

  Customer Answer

  Date: 06/07/2023

  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,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:03/30/2023

  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.

  Received notice by Email that we will not receive a paper today. Will I receive a credit, no, not unless I ask for one. Why doesn't the Enquirer credit our account automatically? I have been a subscriber for 50 years. I am reaching the point where I will have to cancel. They no longer have papers on Saturdays, Holidays. Do we get a price reduction, No. We get to pay $5.00 for special editions every month whether we want them or not. Just a way to make money.

  Business Response

  Date: 04/17/2023

  The Enquirer regrets the frustration experienced by this subscriber.  Unfortunately, this customer decided to cancel their subscription.  We spoke with them and offered to restart their service on a trial basis with a courtesy credit to see if we could resolve and address some of their concerns.  They declined this offer, but we did provide direct contact information in case they decide to give us another chance.

  Customer Answer

  Date: 04/21/2023

  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,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:03/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We subscribe to the Sunday Enquirer to support the local news and accountability of our politicians. On my recent bill, on March 23, 2022, which I paid in full, we were charged $114 for a “premium edition” that I did not order and do not want to pay for. This is clearly an overcharge. I would like this amount refunded to me.

  Business Response

  Date: 03/30/2023

  We regret the frustration experienced by this customer.  We spoke with them and initiated a refund which will be delivered by check within the next few weeks.  Direct contact information was provided in case further assistance is required.

• Initial Complaint

  Date:02/22/2023

  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.

  We have been subscribers to the Cincinnati Enquirer for over 50 years. Lately the delivery of the printed edition has been spotty or not at all. Example: for the past ten days we have only received the paper twice. We do not live some remote area, but in Blue Ash. I've enjoyed the printed newspaper since childhood, so I hope the delivery issue can be resolved. According to my records, the printed Enquirer has not been delivered 45 times since May, 2022 and 18 times this year so far (including today.) A PDF of exact dates is attached. Saturdays and holidays have been omitted.

  Business Response

  Date: 02/22/2023

  The Enquirer regrets the frustration experienced by this loyal subscriber.  We escalated this subscription account to our distribution management team for review and correction of our service issues.  We spoke with the customer, provided a courtesy credit and direct contact information in case further assistance is required.

  Business Response

  Date: 03/10/2023

  We spoke with this customer who confirmed delivery service has improved.  We confirmed they have our contact information and asked that they contact us directly if any other issues arise.  

  Customer Answer

  Date: 03/14/2023

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

• Initial Complaint

  Date:02/19/2023

  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.

  I cancelled my subscription again for the 3rd time for the SAME reasons. Poor delivery service and overcharging.
  
  I canceled our subscription in Mar/Apr of 2021. In May or June of 2021 I was promised that if I restarted my subscription I would not be charged for a “premium edition” that I did not order and did not want to pay for. The price would be $12/mo. At that time we were being sent an invoice and we sent a check. The very first invoice after that “promise “ they billed incorrectly. I was supposed to be billed for Sunday only for $12/mo. I cancelled the subscription again. I promptly received emails promising that if I subscribed again, I would receive the Sunday paper for $1/wk . No time limit was put on that offer. I gave my debt card and for 12 months that worked ok except for the once every 8 weeks or so We did not receive a paper. After a while I quit checking the recurring debit because each time I checked the agreed upon $4.30/mo was charged.
  
  Since Nov of 2022 my debit card has been charged $23-$24/mo for the PREMIUM EDITION which was the original reason I cancelled!!! I cancelled again and the customer service rep asked what it would take to keep my subscription. I said refund the money that you over charged since November, He said there would be no refund for any reason. And then he offered a $12/month charge for the Sunday paper only, I told him I heard that lie before. And I was not interested.
  
  They never said the $4.30/mo had a time limit. I want the $19.70/ mo they have over charged my debit card.

  Business Response

  Date: 02/24/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We've initiated a refund which will be returned to their card within the next few business days.  We spoke with the customer, informed them of the pending refund and provided a subscription rate which they agreed to.  Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/13/2023

  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.

  Continual non-delivery of print issue...on the average for 2022 and so far in 2023 miss a minimum of 2 papers a week. Complained every single week in 2022. Usual response every single time that they will work at resolving. No paper received from Feb 5 to date (Feb 13). They do not want to deliver the paper but rather than say that, they just ignore a delivery.

  Business Response

  Date: 02/17/2023

  The Enquirer regrets the frustration experienced by this subscriber.  They cancelled their subscription earlier this week due to our service issues and received a refund. We spoke with the customer and offered to re-start their subscription with a courtesy credit on a trial basis to see if we can improve service to their address.  We escalated this subscription to our distribution director who indicated they will help verify delivery if the customer decides to restart service.  We provided the customer direct contact information and asked that they follow up with us once they've decided whether they're willing to give us another chance.  

• Initial Complaint

  Date:02/12/2023

  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.

  My wife and I have subscribed to the Enquirer for 50 years. Their delivery issues have reached the point where we are ready to cancel our subscription and never come back.
  Over the last two years, and increasingly in the past three months:
  * The Enquirer is delivered very late in the morning, in the afternoon, or never.
  * When we call the Enquirer about this, we receive an automated response that "the paper will be delivered later in the day" - this almost never happens. Also, we do not receive a credit for the days missed.
  . * We have friends in various parts of Cincinnati who always receive the Enquirer daily before 6:30 am.
  * The Enquirer uses the same delivery service as the Wall Street Journal so, we then do not receive *** when we don't receive the Enquirer. Since the Enquirer is not published on Saturday, we do not receive the *** until Sunday. Our friends from other areas who subscribe to *** complained continuously about this and now receive the *** on Saturday.
  * When we contact ***** customer service, they are very responsive, but are having no luck in resolving these issues with either the Enquirer or the delivery service.
  * At Christmas time, we always receive a reminder of the season from our carrier, a subtle hint for a Christmas gratuity. So, we know the carrier's name (so customers can write Christmas checks), but not their address or phone number. We are not going to find out ourselves since there are privacy laws that apply.
  * It is clear that the Enquirer shares the carrier's lack of transparency (i.e., hiding from their customers). I just reviewed a number of the BBB's complaints and the Enquirer's responses. Many times, they have the same wording. Maybe they just don't want to make the effort to care about their long-time, loyal customers.
  We will not consider a "boilerplate" written or phone response to be an acceptable resolution..

  Business Response

  Date: 02/13/2023

  The Enquirer regrets the frustration experienced by this loyal subscriber.  We have escalated this matter to our distribution management team for review and correction.  We spoke with the customer, informed them of the steps taken to resolve our delivery issues, provide a courtesy credit and direct contact information in case further assistance is required.

  Customer Answer

  Date: 02/19/2023

  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. 
  
  A circulation manager from ******* contacted us promptly. He was aware of the concerns about Enquirer delivery on our carrier 's route and assured us that he was working on it. We received today's Enquirer on time, so ...so, so good

   

  
  Regards,
  
  
  
  *** * *****
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  I subscribed to The Enquirer, digital only, thru their app a few months ago. It was a $2 a month for 6 months deal or something like that. Anyway, I'm cutting back on my expenses due to inflation, and in March the price was going up to $14.99. So I decided to cancel. I go on their website on my laptop--can't cancel online, I have to call them. So I call them. I have a speech problem. The computer that answered the call was voice activated only. I tried several times to tell it what I wanted--it kept saying it didnt understand and kept hanging up on me. I kept calling, talked as slowly and clearly as I could, same result, I even hit Zero on the keypad and instead of taking me to a person it hangs up. There was no way to get ahold of a person on the phone if youre not understood by the computer. That has to be illegal, right? If not, it absolutely should be--I have a speech problem, and voice activated things are always horrible for this reason. I went back online and a live chatbot popped up, thank God, and after ten minutes of talking to "Ashley" thru the online chat I finally got it cancelled, I hope--I will keep an eye on my debit card to make sure. It says there's no bill due now but I'm still going to watch it carefully just in case. But I'm still angry about the issue with the phone. All I wanted to do was to cancel and that should have been available in a much easier fashion. Not to mention going thru humiliation because of the phone call. Doesnt the ADA cover those of us who have speech problems? I dont understand how Gannett can get away with this. This caused me a lot of distress that, with my other health issues, I certainly don't need. I dont want anyone else who has a speech problem or even an accent to have to go thru what I just went thru. Voice activated phone call computers are awful, but this is the first time Ive dealt with one that didnt have keypad options.

  Business Response

  Date: 02/17/2023

  This subscription was successfully cancelled effective it's paid-through date, 3/25/23.  Subscribers unable to cancel via telephone customer service are encouraged to use our customer service chat function through our website.