Complaints

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:09/21/2023

  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.

  In Oct, 2022, I signed up through a promotion to receive the Columbus Dispatch , Sunday delivery only. A short time later, I received an email stating that delivery option was not available in my area. In December 2022, I noticed on my credit card statement that the Columbus Dispatch, for three (3) months, $10.00 had been charged to my account totaling $30.00. I have called them on Dec. 29, 2022, and was promised a refund. I called again on March 13, 2023; May 8, 2023; June 22, 2023; each time was promised a refund. On August 1, 2023, I called again and was told this has been submitted but would probably not see a refund. I realize this is not a huge amount of money, but it was money taken from me without the service (newspaper)

  Business Response

  Date: 09/25/2023

  September 25, 2023
  
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #20636415
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. REMOVEDand the delivery of the paper. We apologize for any frustration this may have caused. We have reviewed the information provided on Ms. REMOVED's account.  
  
  We have processed a refund in the amount of $30.00 back to Ms. REMOVED's credit card ending in REMOVED. Once processed it will take 7-10 business days to post to the account. Ms. REMOVED's account has been documented and credited accurately. 
  
  We appreciate the opportunity to address these concerns.
  
  
  
  Thank you,
  Subscription Management Specialist Team Lead
  
  
  
  

• Initial Complaint

  Date:08/08/2023

  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.

  PAID FOR THE DAILY NEWSPAPER DELIVERY. ROUTINELY DO NOT RECEIVE THE PAPER. CALL AND ADVISE WITH THE PROMISE OF RECEIVING THE PAPER THE NEXT DAY. NO SUCH LUCK. HAVE NOT RECEIVED THE SUNDAY, MONDAY AND TUESDAY'S PAPER THIS WEEK. PROBABLY WON'T RECEIVE WEDNESDAY'S AS WELL.
  
  POOR CUSTOMER SERVICE (NO CUSTOMER SERVICE). I WANT WHAT WE AGREED TO - EACH DAY A NEWSPAPER DELIVERED. I BLAME THE DELIVERY DRIVER AND MORE SO THEIR DIRECT SUPERVISOR.

  Business Response

  Date: 08/10/2023

  August 11, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  Mr. REMOVEDaccount has been documented and credited accurately based on the choice he made using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:08/07/2023

  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 subscribed to the Dispatch on line and to receive a Sunday paper as well. At first the Sunday paper was being delivered but for some reason the paper stop being delivered. Have not seen one for the past four weeks. I have subscribed three times before with the same problem, no delivery. I want to keep the on line e paper but cancel the Sunday delivery. Thank You.

  Business Response

  Date: 08/10/2023

  August 9, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint REMOVED
  
   Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand his account. We are sorry to hear he did not receive a Sunday paper. Mr. REMOVEDcould have changed his delivery to the eNewspaper only by calling the customer service number he dialed to report the missed delivery. We have made the requested change as of 8/13/23. Mr. REMOVED new rate will be $14.99; this is the standard rate for all active subscribers and is not eligible for other posted offers. 
  
  Thank you. 

• Initial Complaint

  Date:07/25/2023

  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.

  Have not received a daily newspaper since July 17. Have tried every day to reach a person at the Dispatch and every number called gets the same automated recording.
  My neighbor has received her paper every day and out gates are dude by side.
  Makes no sense.
  I did have an “ on line” ( supposedly) yesterday with some reporting their name as John and was assured the problem would be reported and corrected.
  I have never had a call. I hate to cancel as I do like to read the news. However, if this is not corrected , I will be forced to

  Business Response

  Date: 08/07/2023

  August 7, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms.  Davis and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Ms. REMOVEDs account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:07/05/2023

  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 saw an increase on my EZ Pay charge from $ 9.99 to $ 14.99 (Electronic issue only) on my Credit Card on June 27, 2023. I was not informed that there was going to be an increase. I was considering cancelling my subscription anyway and as soon as I saw this I logged on to do so. When I tried to cancel my subscription, the Dispatch website said "YOU CANNOT CANCEL YOUR SUBSCRIPTION". I was very upset and looked to see who to contact. I ended up on a "chat" with someone who said they would refund the money and then charge me 6.99 per month for the next 10 months and that I would get an email confirming that. ( I did screen shots of the chat so I do have a record of what I was told.) I did not get an email. The charge is still on my credit card. The website said my new subscription will end on Aug 29, 2023, 2 months , instead of 10 ,and said I STILL OWED $ 12.57. I tried to. cancel again and I could no long get the site to open. It just said in effect "Not available". I called today and it took forever, but I finally got it cancelled. I was still charged for the days since it first showed up. I have been a subscriber of the Dispatch for 36 years, first paper and the electronic. I am appalled at the way they failed to inform me of an increase in the cost, blocking my ability to cancel it, having a website that won't let me bring up "Manage My Account", the difficulty in getting a resolution. I don't know what is happening but right now The Columbus Dispatch is showing BAD BUSINESS PRACTICES". I "think" it is taken care of for now. However, I believe that others should be aware of my struggles and they should be held accountable for poor treatment of customers. Thank you.

  Customer Answer

  Date: 07/09/2023

  In my original complaint I indicated that:       "I called today and it took forever, but I finally got it cancelled.”    
  
  Well, that does not appear to be the case.  
  
  I am still subscribed.  
  
  My subscription has not been cancelled.  
  
  I have not received an adjustment to my bill. 
  
  I was not happy about it but I was OK with paying for the few days that the subscription remained in effect while I was working on trying to cancel it.
  
  NOW I AM NOT OK WITH IT.   
  
  How in the heck are you able to get out of a subscription.  
  
  I do have the name, time, and date of the person who said she was cancelling it.  I can provide that along with copies of my “chat” also saying I could cancel it and yet it still has not been cancelled.
  
  
  Thank you.
  Rhoda Becher
  
  
  
  
  ORIGINAL COMPLAINT.                 Complaint  # 20277374.
  
  I saw an increase on my EZ Pay charge from $ 9.99 to $ 14.99 (Electronic issue only) on my Credit Card on June 27, 2023. I was not informed that there was going to be an increase. I was considering cancelling my subscription anyway and as soon as I saw this I logged on to do so. When I tried to cancel my subscription, the Dispatch website said "YOU CANNOT CANCEL YOUR SUBSCRIPTION". I was very upset and looked to see who to contact. I ended up on a "chat" with someone who said they would refund the money and then charge me 6.99 per month for the next 10 months and that I would get an email confirming that. ( I did screen shots of the chat so I do have a record of what I was told.) I did not get an email. The charge is still on my credit card. The website said my new subscription will end on Aug 29, 2023, 2 months , instead of 10 ,and said I STILL OWED $ 12.57. I tried to. cancel again and I could no long get the site to open. It just said in effect "Not available". I called today and it took forever, but I finally got it cancelled. I was still charged for the days since it first showed up. I have been a subscriber of the Dispatch for 36 years, first paper and the electronic. I am appalled at the way they failed to inform me of an increase in the cost, blocking my ability to cancel it, having a website that won't let me bring up "Manage My Account", the difficulty in getting a resolution. I don't know what is happening but right now The Columbus Dispatch is showing BAD BUSINESS PRACTICES". I "think" it is taken care of for now. However, I believe that others should be aware of my struggles and they should be held accountable for poor treatment of customers. Thank you.

  Business Response

  Date: 07/12/2023

  July 12, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. REMOVEDand her eNewspaper subscription to the Columbus Dispatch. All rate increases are scheduled 30 days prior to the increase and a letter is mailed via USPS informing subscribers of the change and options they can take if it is not agreeable. The agent Ms. REMOVEDdid make the correct transactions on her account when speaking to her. What Ms. REMOVEDsaw displayed online was the current expiration date and the amount of funds that remained in her account. This amount would decrease with each passing day. The rate of $6.99 per month is present on Ms. REMOVED's account. 
  
  All subscriptions are nonrefundable and stopped on the expiration date. Due to the immediate termination of her subscription, we have processed a refund of $13.36 to the credit card on file. This will reflect on her statement within 7-10 business days. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 07/20/2023

  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  First, I did NOT received a letter saying that the rate would be increasing.  I would have cancelled immediately.  

  Second, NO REFUND has been POSTED to my account.

  Thank you
  
  
  
  Regards,
  
  
  
  REMOVED

  Business Response

  Date: 08/11/2023

  August 11, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
   Please accept this as confirmation we have received Ms. REMOVEDrejection. We apologize, once the refund began to process it converted to a refund to be processed as a check. We have asked our finance team to void the current refund and reissue it to the address listed in her complaint. This will take up to 45 days to receive through the USPS.
  
  Thank you. 
  
  

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.

  
  
  Regards,
  
  
  
  REMOVED

  PLEASE NOTE:

  I am hoping that I will in fact get a refund check from them.  If I don't I will contact you again. I still remain appalled at how they are operating. News is critical to our lives and democracy.  This kind of behavior from a new organization if unacceptable. I hope they look closely at their practices and come up with a better way of handling things.      

  Thank you BBB for dealing with my complaint.  I am very grateful.

• Initial Complaint

  Date:06/29/2023

  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 paid a past due amount and told them to cancel. I don’t use the digital service at all. Now I’m getting harassing calls to pay another past due amount.

  Business Response

  Date: 07/10/2023

  July 10, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand his eNewspaper subscription to the Columbus Dispatch. Our retention specialist spoke to Mr. REMOVEDat 11:19:37 on 6/1/2023 and advised him that they could take the payment, however, he would need to call customer service and cancel his subscription. Our retention specialists have the ability to apply a payment to an account. Mr. REMOVEDfailed to complete the cancelation, therefore, giving himself a past due balance. This balance will remain until it is paid. His account has been canceled as of today. The current balance is $10.76. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:06/26/2023

  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 not received a COLUMBUS DISPATCH Newspaper for three weeks in a row. I always call Sunday morning and get a recording that newspaper will be delivered within two hours and that has never happened. My husband enjoys the Sunday paper copy and our subscription is paid for six months in advance. Its very frustrating that no weekend employee is around to resolve this issue. I contacted Gannett Newspaper today, June 26, 2023 and the clerk said she would file a complaint and assured me our paper copy will be delivered this coming Sunday. However, I am not hopeful. Please advice me as what to do.

  Business Response

  Date: 07/05/2023

  July 03, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. REMOVEDand the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Ms. REMOVED’s account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of her concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 07/05/2023

  I am rejecting this response because: I was told give them another Sunday to correct the delivery issue for our Sunday paper.

  
  
  
  Regards,
  
  
  
  REMOVED

  Business Response

  Date: 07/10/2023

  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Ms. REMOVED's complaint. Based on her account, there isn't a missed delivery since our last response. Ms. REMOVEDspoke to an agent on 7/3 wanting to switch to digital but the agent reassured her that they could resolve this and she opted to continue with Sunday-only delivery. We continue to escalate her concerns when we are contacted. If Ms. REMOVEDwould like to make any changes to her account, she will need to call customer service. It is important if she has a missed delivery to report it anytime after 8:00 am on Sundays using our automated systems. If she calls before 9:30 am we are able to deliver another paper. 
  
  Thank you. 

  Customer Answer

  Date: 07/10/2023

  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  Sandy REMOVED

• Initial Complaint

  Date:06/13/2023

  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.

  We pay for the paper every three months. After the third month, we canceled the subscription. But they continued to deliver the paper. I called customer service in India, and asked them why they had continued to deliver the paper, and he said it was because we had not canceled. I said I had canceled, and not to deliver any more papers. He said ok, but I owe $50. I do not owe $50, I canceled the paper.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand his billing concerns. Based on his account, there are no prior cancellation requests made. All subscribers must speak with an agent when they decide to terminate their delivery. We do not accept cancellation requests made through email, chat, online or by sending with a renewal notice. Based on Mr. REMOVED's account expired on 4/20/23 and was stopped by an agent on 6/12/2023. Mr. or Mrs. REMOVEDalso reported a missed delivery on 5/21/23 using our automated systems. The past due balance of $59.32 will remain until paid. The REMOVEDreceived delivery past their expiration date of 4/20/23 and did not call to cancel until 6/12/2023. 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you. 

  Customer Answer

  Date: 06/29/2023

  Consumer mailed the attached handwritten response to BBB.  We have transcribed the letter below:

  June 29, 23

  Complaint # REMOVED

  I reject the dispatch response.

  #1  One (On)  or about the first of Arpil I called the 800# in the paper to cancel the paper - your are routed to a called (call) center in India.  The person did not cancel the paper

  #2  I call the 800# in the middle of April talked to some woman.  The woman wanted to make me a deal for $90.00 for three months. No deal.

  #3  In May I called again - some man this time.  I was told I owed $49.00 dollars for a month of April.  I told him we paid $99.00 for three months - send out a bill - we never go (got) one

  #4  I called the 800# again I talked to some man, told him to cancel the paper - he told me I owed $69.00 told him I did not.  I have not received a bill yet.

   

  REMOVED

  The Att General Office is waiting for me to get the bill for their case.  # REMOVED

  Business Response

  Date: 07/24/2023

  July 24, 2003
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Mr. REMOVED's rejection. Our previous reply stands. There are no prior cancelation requests made and the REMOVEDmade a missed delivery complaint after when he states he canceled. The past-due balance will remain until it is paid. 
  
  Thank you. 

• Initial Complaint

  Date:06/12/2023

  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.

  The Columbus Dispatch says the paper will be delivered by a set time in the morning. They failed to deliver the paper almost everyday. I get the paper delivered within the delivery once or twice a week. I report the issue on their web site most of the time and ask for a credit to the account. They NEVER credit the account and continue to charge me the full amount every month.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. REMOVEDand the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Ms. REMOVED’s account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because: 

  The company's response indicates that the account was credited as requested on the automated site. This is the second time they have indicated this as a response to a delivery issue for me, and the second time that I have been charge the full amount for the month. The automated credit has never worked to my knowledge.
  
  
  
  Regards,
  
  
  
  REMOVED REMOVED

  Business Response

  Date: 07/11/2023

  July 10, 2023
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  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Ms. REMOVEDs rejection. As we previously stated in our last response, "When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online." Ms. REMOVEDs rate remains the same despite missed deliveries. She is free to call customer service and they will gladly go over the details of her account. 
  
  Thank you. 
  
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Dear BBB:
  
  This complaint/matter involves a newspaper subscription. I have a 6 month subscription to the Columbus Dispatch, for the Sunday-only newspaper (one newspaper a week, delivered to my house via carrier.) The subscription is fully paid for, by credit card. For the past four sundays, i have not received my sunday newspaper. Repeated calls/complaints to the Columbus Dispatch's customer service number (1.888.884.9026) go unresolved. The customer service representatives state that "they will escalate the matter to a supervisor and promptly resolve the matter" and ensure I receive a newspaper. It has not happened. I have not received a sunday newspaper for the following dates: 30 april 2023, 07 may 2023, , 14 may 2023, and 21 may 2023. . Due to non-delivery, i purchased from a store the sunday newspaper at a cost of $5.00, for a total out-of-pocket cost as of this date of twenty ($20.00) dollars.
  Please contact the columbus dispatch management and make them aware of this situation. Apparently their is a problem in communication/supervision/management in their delivery department. Please intervene on my behalf and request that management ensure that I receive each sunday a newspape,r as well as reimbursement of the money ($20.00) expenditured.
  
  Thank you very much for your assistance in this matter. Please feel free to contact me if you have any questions/concerns to assist in resolving this issue.
  Sincerely,
  REMOVED

  Business Response

  Date: 06/12/2023

  June 12, 2023
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  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. REMOVEDand the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  Ms. REMOVED's account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  Please note, the eNewspaper is available daily online and is included in home delivery subscriptions. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Business Response

  Date: 07/07/2023

  July 7, 2023
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  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Ms. REMOVED's rejection. Customer Service does not receive reasons as to why a paper is not delivered for reasons we have stated multiple times. We are sorry we were unable to resolve her concerns. Ms. REMOVEDstopped her account today, 7/7/23. 
  
  Thank you. 

  Customer Answer

  Date: 07/11/2023

  Complaint* REMOVED
  
  
  
  I am rejecting this response because: 
  BBB:  Per corporation's (Dispatch/Gannett) last response, the corporation apparently refuses and declines to reimburse me for newspapers never received (please see my previous response, attached.)  Gannett/Dispatch has the worst customer service, managers, and employees I have ever experienced:   all refuse to take ownership and accountability of a service issue, blaming one department for the mistakes of another department.  Rather than focusing on addressing the problem, and correcting the problem by taking corrective action with its employees, Gannett/Dispatch prefers to deflect blame to anyone but themselves, including its subscribers, their paying customers.  The fact that I had to contact the BBB to receive any response from management  speaks volumes.  The original complaint stands, and it stands on its own merits.

  
  Regards,
  
  
  
  REMOVED REMOVED

  Business Response

  Date: 07/24/2023

  July 24, 2023
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  Daytime Phone* REMOVED
  E-mail: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Ms. REMOVED's rejection. Based on her account she has since canceled her delivery. All of our home delivery subscriptions include access to our online features such as the eNewspaper which is the exact replica of the printed version. Ms. REMOVEDchose to purchase her papers at a single-copy location and will not be refunded. Over the course of 2023, Ms. REMOVEDreceived additional credits totaling $41.00; these credits are in addition to any missed delivery credits. 
  
  We have not made any changes to Ms. REMOVED's account. We apologize we could not resolve her concerns. 

  Customer Answer

  Date: 07/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20099568
  
  
  
  I am rejecting this response because: 

  Nothing in the original complaint has changed.  For clarification purposes, please allow me to correct some inaccuracies of Gannett's latest response:

  "Based on her account she has since canceled her delivery."  This statement is incorrect;  my PAID subscription to the Dispatch ended on Sunday, 25 June 2023.   I chose not to renew it. Cancellation and non-renewal are two different meanings.  

  "Over the course of 2023, Ms. REMOVEDreceived additional credits totaling $41.00; these credits are in addition to any missed delivery credits."   

  There were MANY occurrnces earlier in 2023 when the newspaper did not arrive, was reported damaged  (paper wet due to the carrier not taking the extra time to insert  the paper in a plastic sleeve and therefore exposed to the elements such as snow or rain), and/or missing sections due to the carrier's inattention.   These occurances were duly reported.  When multiple repeated service issues became intolerable and no corrective action was being taken by ineffective management, and met by total indifference and noncompliance, that is when i contacted the BBB for assistance.  

  My only regret in this matter is the BBB had to expend their time, effort, and (human) resources on a simple matter that should have been easily resolved.  Poor management and poor leadership equals poor results.  Complaint stands.

  Regards,
  

  Rosemary REMOVED