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:05/01/2023

  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 been taking the Dispatch for nearly 50 years just at this address. In the last year or two the service has become the worst it's ever been.
  I have to call almost weekly to complain about not getting my paper. Half the time you can't talk to a person, and when you do, nothing every happens to resolve the issue. Keep being told they will escalate to distribution manager but issue still exist.
  Have called dozens of times and issue is no better. The past week or two someone else must be delivering paper because I had been getting it, but it's been late most days. Paper is suppose to be here by 8:00 a.m., but arrives after noon part of the time.
  No paper delivered at all again today (5/1/23).
  Weather had called for rain for days, so yesterday's paper was delivered in a single, untied bag, and was too wet to read. Took entire day to dry paper out.
  Route is shared by 3 people. If they can't do the job, get someone else that can.
  Dispatch never misses sending a bill but no where can you see a credit for undelivered papers.
  Bill does not even contain information to show what dates that bill is for.
  Dispatch tries to add a $9 fee for paying by check. What a joke. Way to discriminate against the elderly that don't do online bills.
  Tired of calling weekly and getting no results or resolutions.
  Based upon the lack of service, missing papers, no sign of credit for undelivered papers, the stress, and total frustration, the Dispatch needs to reimburse months of deliveries or extend my service for months without cost to me.
  When someone calls to file a complaint someone should be available to take it, and more importantly, something should be done to fix the issue.
  I expect my paper delivered daily, on time, without issues and excuses, and when it's not, something needs to be done to make it right and compensate me for what I didn't get but have paid for.
  And if someone at the Dispatch can't do their job, then get someone that can.
  The Dispatch has become a disgrace!

  Business Response

  Date: 05/03/2023

  May 3, 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. REMOVEDaccount 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.  
  
  Ms. REMOVEDcan avoid the $9.00 paper invoice fee by signing up for eBilling; she would receive the same renewal notice via email. She would then print it and mail with her preferred payment method. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 

  
  

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because: 

  This response is nothing more then a generic excuse.  Customer service is non-existent.  Just because you say you extend the delivery period a day for each paper reported as not delivered means nothing.  Your statements don't reflect this.  Your billing statements don't even indicate what dates you are billing for.  

  If a senior citizen doesn't use online bill pay, then what makes you think they could use eBill, print, and mail that printout back with the bill.  I'm 84 years old.  I don't do online bills, payments, etc. of any kind.  You are discriminating against senior citizens and anyone that doesn't chose to use the electronic world to do business.

  I've reported dozens, and I mean dozens of issues with my delivery service.  Absolutely nothing has been done about it.  You have issues with your carriers, with your handling of complaints to where nothing is done, and a billing system that can't even account for the dates I'm paying for.  So forgive me if I don't believe that you have dealt with these issues going forward.

  Your reply is totally unacceptable and I will not sign off on closing this complaint until you do something to make things better and right.

  
  Regards,
  
  
  
  REMOVED

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone:
  (740) 881-4403
  E-mail:
  REMOVED
  
  Complaint
  REMOVED
  
  Please accept
  this as confirmation we have received Ms. REMOVEDrejection. Based on her
  account the last missed delivery complaint she lodged against her carrier was
  on 5/4/2023. If she is still having delivery issues it is imperative, she
  reports missed deliveries as they happen. We have let her carrier and their manager
  know of her concerns.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  

  Customer Answer

  Date: 05/31/2023

  
  
  I am rejecting this response because: 

  When the paper did finally start arriving daily it was coming at all hours, 9 am, 10am, even 1 pm.  

  The service did seem to improve about the last 3 weeks of May.  But this issue was reported over and over, and went on for more then a year, and the Dispatch did absolutely nothing.  It wasn't until I filed a complaint with the BBB that anything was done to make things better.

  The Dispatch has taken no responsibility for any issues, there wasn't even an apology for the continuous poor service or lack of the Dispatch fixing the issue.

  And there is still the issue that the Dispatch bills for the paper and nowhere on the bill is there any information as to what dates a customer is paying for.  And there is nothing on the bill showing that service was extended 'x' number of days for lack of delivery, issues with soaked papers, and so forth.

  The Dispatch has issues, and they think fixing one issue after over a year of complaints makes everything right.  Sorry, but the Dispatch is very much mistaken.

  When the Dispatch wishes to apologize, fix all the issues, and do some sort of adjustment for all the missed and soaked papers, then I'll consider closing this issue.  

  
  
  
  Regards,
  
  
  
  REMOVED

  Business Response

  Date: 06/26/2023

  June 26, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail* REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received Ms. REMOVEDrejection. We are sorry to hear of her experiences. When a subscriber chooses a credit when a missed delivery occurs, their expiration date is extended by one day. Our renewal notices state 'up to' a number of weeks for this reason; any time a credit or debit is applied to an account it will extend or shorten the expiration date. The only time customer service is made aware a route is having issues is when it is the entire route; we are not given information as to why a subscriber may be missed for any specific reason. Ms. REMOVEDreceived credit for each reported missed delivery; an additional adjustment will not be made. The delivery team is aware of her concerns and we are working diligently to correct her ongoing delivery issues. 
  
  Thank you. 
  
  

  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 Ms. REMOVEDrejection. As we have stated on numerous occasions that when a credit is applied to the account it extends the expiration date. It must be chosen when using the automated system as a 'credit'. The renewal notices are not templated to display this information because it changes from day to day; our renewal notice format is universal throughout all of our publications. Ms. Wooten is free to call customer service and go over her Dispatch account. Please note, missed deliveries that have not been reported as they happened will not be credited. The last complaint lodged on her account was on 6/9/23. 
  
  Her concerns have been escalated many times requesting a resolution. We believe 30 days of delivery without a missed paper constitutes this complaint being resolved. 
  
  Thank you. 

  Customer Answer

  Date: 07/11/2023

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

  As has happened with every response from the Dispatch, their answer is generic, almost like a standard, pre-written reply or rejection letter.  The Dispatch has taken no responsibility for the months and months of poor service, with complaint after complaint being made to them.  It wasn't until they were reported to the BBB that any action was taken by the Dispatch.  And not once did the Dispatch even apologize for all the issues, lack of service, lack of resolution, nothing.

  Maybe I should contact Channel 6 and ask them to look into the business practice of the Dispatch.  Especially billing customers with not information whatsoever of what dates the customer is actually paying for.  And how there is no way to know if service was extended or not for lack of delivery.  The Dispatch can claim they do this and they do that, but there is absolutely no proof or way to verify any of it by the customer based on the billing information.

  Maybe our Congressman would have some thoughts on these business practices as well.

  Regardless of the Dispatch and their fixed replies, I will not accept or close this complaint.

  This complaint will have to remain on the BBB system and show as unresolved.

  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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 have been a loyal subscriber to the Columbus Dispatch for over 20 years but have just recently canceled my subscription due to the declining quality of the product. However, a representative of the Dispatch perpetrated a fraud and misrepresentation upon me in this process. About 1 month ago, I called the Dispatch’s subscription cancellation department (888-884-9026) to cancel my account. I talked with a gentleman who offered me a significantly discounted rate if I would stay with the Dispatch given my long-term tenure. I reluctantly agreed to do so. Fast forward one month later and I was still being charged the original rate. When I called the same subscription cancellation department the new person I talked with (i.e., Santiago) stated that there was no record of my revised rate and that the rate I was promised 1 month ago could not be provided. Needless to say, I was astounded by this comment. At that point, Santiago tried to sell me a different discounted rate which I refused. I then asked for a refund of my prior month’s billing and to cancel my subscription immediately. Santiago stated he could not refund my prior payment. Also, he could not send me a confirmation email that my subscription was cancelled. Instead, I would have to call back the same telephone number in 24-48 hours and confirm this with a different representative. Also, I was told that I could check online - the same online portal which failed to update my prior new “misrepresented” subscription rate. Furthermore, when I asked if I could talk to anyone else at the Dispatch about my issue/complaint, I was told that my conversation was limited to Santiago and that he would relay my concerns. What I find amazing in all this is the misrepresentations and fraud perpetrated on the public from a supposed unbiased/ethical news outlet. Perhaps, the next Columbus Dispatch exposé should be on their own shoddy and disreputable practices.

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  E-mail: REMOVED
  
  Complaint
  #20003413
  
  Please accept
  this as confirmation we have received a complaint from your offices regarding Mr.
  REMOVEDand his refund concerns. We apologize for any frustration this may
  have caused. On 3/23/23, Mr. REMOVEDspoke to an agent that offered him an eNewspaper
  subscription at a lower cost than his home delivery rate. Unfortunately, the
  changes were not made causing the charge of $36.83. All publications are
  nonrefundable, however, if criteria is met, an exception can be made. After reviewing
  Mr. REMOVED account, we have determined he is eligible for a refund. He
  will receive two refunds totaling $36.83. We ask that he allow 7-10 business
  days for these transactions to show within his statement.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 05/12/2023

  
  
  I accept the business's response to resolve this complaint.
  While I will accept the refund provided, I still am dismayed by the shoddy service and disreputable practices of this newspaper.  It’s unfortunate to see the ongoing decline of a once reputable publication.

  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:04/30/2023

  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 a subscription to the Columbus Dispatch for Thursday Friday and Sunday. For the past 4 months we get missed deliveries at least one day a week the paper is not delivered. This week we did not receive any papers. We call them nothing changes . I am not sure why the service has go down so low. I have had had the subscription for 30 years.

  Business Response

  Date: 05/03/2023

  May 3, 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 the delivery of his 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. REMOVED’s account 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:04/23/2023

  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.

  Not receiving product when auto payment has been received, ongoing for years!! Trying to give them the benefit!!

  Business Response

  Date: 05/02/2023

  May 2, 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 his 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. REMOVED’s account 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:04/06/2023

  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.

  They have not delivered the paper the last three days. They have missed delivering the paper 30 or more times in the past year. I report the missed delivery and they credit my account. The cost of the monthly subscription is never reduced. It is over $90 a month. I don't know how to redeem the credits. The cost of an electronic subscription is much lower the home delivery.

  Business Response

  Date: 04/06/2023

  April 6, 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 his 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. REMOVED’s account 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 
  

  Customer Answer

  Date: 04/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: I don't know how to redeem the credits.  Do I cancel my subscription and receive the paper until my credits run Out?  I think the policy of not reducing the coat of the subscription for missed delivery is poor customer service if not a scam.
  
  
  
  Regards,
  
  
  
  REMOVED

  Business Response

  Date: 04/19/2023

  April 19, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: (REMOVED
  E-mail: REMOVED
  
  Complaint REMOVED
  
  Please accept this as confirmation we have received Mr. REMOVED’s rejection. Credits are not redeemable; each missed delivery is the day’s cost or rate, and it adds one day to the paid through date. We apologize for any confusion.
  
  If cancelation is requested, it is scheduled for the expiration date of the subscription.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because: I think it is unreasonable to have cancel a the subscription to receive the credits.  If this is the only solution I will cancel my subscription.
  
  
  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:03/27/2023

  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.

  since they moved to Indiana keep having delivery problem.  They say they give us credit but we want paper as what we pay for.  Tired of calling in & hearing the saem old line.  Feel sorry for people to have to take our calls!

  Business Response

  Date: 04/05/2023

  April 5, 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 the delivery of his 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. William’s account 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 
  

  Customer Answer

  Date: 05/03/2023

  April 29, 2023

  Complaint # REMOVED

  For: REMOVED

  Receiving paper regular now. Hopefully it will continue!

   

   

• Initial Complaint

  Date:03/27/2023

  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.

  I have not received my home delivered newspaper since March 18, in spite of me being a long time customer and having prepaid my subscription. I have notified the Dispatch through my online account, by phone, by their "chat" service (I have used all their automated services to report missed deliveries as they happened each day) and also sent a direct email to REMOVED REMOVEDtheir editor. I also attempted to reach the home delivery manager, REMOVEDwho never returned my phone calls. In each case, a promise was made to "look into this situation" and get it resolved. Each was to "escalate" my complaint and get it resolved immediately. They keep saying they are sorry to hear about my delivery problems and will notify my carrier and his manager of my all my missed deliveries and will ask for an immediate correction. Today is the 9th day I have NOT received my paper. I paid for a print edition....I do not want to read their "e-edition, digital access" version of the paper. I cannot be the only customer on this carrier's route that is going through this....I'm sure others have many days of missed papers also. IMPORTANT: up to March 18, my long time carrier, REMOVED, has been an outstanding carrier with never a day of missed delivery. I believe he has been on personal vacation since March 18th or he is no longer is employed by the Dispatch. Either way, a substitute carrier was not obtained OR a new carrier has not been hired.

  Business Response

  Date: 04/05/2023

  April 5, 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 his 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. REMOVED’s account has been documented and credited accurately based on the choice she 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 
  

  Customer Answer

  Date: 04/13/2023

  
  
  I accept the business's response to resolve this complaint.

  Regards,
  
  
  
  REMOVED REMOVED

• Initial Complaint

  Date:03/26/2023

  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 June of 2020, The Columbus Dispatch Newspaper/Gannett, kept overcharging me for my subscription. I had one subscription and they charged me for 4. Then they corrected this and took away my access to my digital subscription to the Columbus Dispatch. Their resolution, which I accepted, was to charge me $2.00 a month for my subscription, which they did, up until a few days ago when they started charging me $7.99. They said I would be charged only $2.00 a month for life unless I cancelled, which I did not.

  Business Response

  Date: 03/31/2023

  March 27, 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 REMOVED and their eNewspaper subscription. We apologize for any prior misunderstanding.
  We have never provided ‘lifetime’ rates for our subscribers; this is not something
  we plan to offer. All rates are subject to increases and our Circulation System
  automatically applies them to all accounts.
  
  The rate of $7.99
  is standard for current active subscribers. This rate will remain, and any previous
  rate is no longer available.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 03/31/2023

  Complaint: REMOVED
  
  I am rejecting this response because: 

  The 2.00 a month is something that The Columbus Dispatch came to me with as a settlement. I did not ask for this offer. So, this is a breach of contract. I would like to come to The Dispatch Offices to speak to someone about this in person. Please give me a name of the person I need to speak tom there. I believe the address is still 62 East Broad Street. I will also being asking for reimbursement for parking and other expenses. 

  Regards,
  

  
  REMOVED
  

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  REMOVED
  REMOVED
  REMOVED
  
  Complaint
  #REMOVED
  
  Please accept this
  as confirmation we have received a complaint from your offices regarding Mr.
  REMOVEDand his billing concerns. The Columbus Dispatch and all Gannett subscriptions
  encounter price increases every 6-12 months and we do not offer rates that last
  a lifetime. When a subscriber encounters a price increase a letter is mailed to
  the address on file 30 days prior to the scheduled increase. Mr. REMOVEDspoke
  to several agents via email and by phone which advised him of the rate and that
  his prior rate no longer exists.
  
  As a courtesy,
  I have lowered his rate to $5.99 per month. Please note that Mr. REMOVEDis
  ineligible for any promotional offers exclusive to new subscribers.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  

• Initial Complaint

  Date:03/23/2023

  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 Sunday Newspapers only. Paid Oct 15,2022. Since 10-27-22 was the last time I received a paper on a regular basis,. Since 10-27-22 I have received 5 Sunday Newspapers . I call them every Sunday. They apologize
  & promise I would get a paper, I never do. The place that answers is shore. I only get excuses.
  I want my Sunday paper! No refund wanted. I just want my paper. My son has tried to buy at the store for me & they are sold out. Plus they cost more. I am 80 yrs old & can't get out. I am on oxygen.
  Please get my paper to me

  Business Response

  Date: 04/03/2023

  April 3, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone* 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. REMOVEDaccount 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: 04/20/2023

   No! The issue of me not getting my Sunday (Columbus Dispatch) newspaper has not been resolved!  I have not seen a paper.

  The Dispatch neglected to state that I talked to live people evey Sunday morning.

  Check # REMOVEDin the amount of $54.58 was mailed on 10-5-2022.  The check cleared the bank on 10-13-2022.  This check was mailed to Gannett Holdings. 

  I did ask for a refund. I was told all the Dispatch could do was to extend my service.

  There is much more I could address about this matter, but why waste my ink!

  Thank you,

  REMOVED

  REMOVED

   

  Business Response

  Date: 05/02/2023

  May 1, 2023
  
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone* REMOVED
  
  Complaint
  #REMOVED
  
  Please accept
  this as confirmation we have received Ms. REMOVEDrejection. Based on the
  complaints and the additional credits that agents applied to her account, Ms.
  REMOVEDreceived $149 in credits; this amount is nearly three times the
  amount of her payment. As of this reply, she is paid through 11/23/2023.
  
  I have notified
  our Circulation Director and asked for an immediate resolution. If Ms.
  REMOVEDwishes to terminate her delivery, she will receive a refund of $54.58.
  All subscriptions are nonrefundable, and if a refund is requested, it is
  subject to approval and must meet certain criteria to be processed.
  
  We appreciate
  the opportunity to address these concerns.
  
  Thank you,
  Subscription
  Management Specialist
  
  
  
  
  

  Customer Answer

  Date: 05/25/2023

  Consumer called BBB to state that she is receiving her newspapers regularly now.  She is hoping that this will continue and said she would contact BBB if her delivery issues return.

  Customer Answer

  Date: 08/09/2023

   Consumer’s Additional Information:

  The service resumed after the previous complaint for a few weeks. From the start of June I received only two papers, then service ceased again. Nothing received in July at all. I regularly called to inform them of the missing papers. Please find someone to deliver the paper and continue to add on my missing papers to the dates in the future.

  Consumer’s Updated Desired Resolution:

  Billing adjustment; Delivery

  Business Response

  Date: 08/11/2023

  August 11, 2023
  
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone: REMOVED
  
  Complaint #REMOVED
  
  Please accept this as confirmation we have received a recent complaint from your offices regarding Ms. REMOVEDand her delivery concerns.  She has received credit for each reported missed delivery, extending her expiration date one day with each complaint. We have notified her carrier and their manager and asked for an immediate correction to the ongoing delivery issues. 
  
  Thank you. 

• Initial Complaint

  Date:03/22/2023

  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 having a delivery issue for almost a year. I am not getting my papers, and when I bring it to their attention, they say they will extend my account. I have only gotten the paper one or two days a week. Every time I contact them they say they will extend my subscription. I said that doesn't help because you never deliver the paper. I asked for a refund, they said no, because my account ends in April. I said that's not right. I asked why do you get to not deliver the paper through May rather than give me a refund.

  Business Response

  Date: 04/03/2023

  April 3, 2023
  REMOVED
  REMOVED
  REMOVED
  Daytime Phone:
  (614) 294-2017
  
  Complaint #REMOVED
  
  Please accept
  this as a confirmation we have received a complaint from your offices regarding
  Ms. REMOVEDand her ongoing delivery issues. We apologize for any frustration
  this has caused. Ms. REMOVEDreceived the credit she mentioned, and her account
  is scheduled to stop on 5/14/23. In the meantime, I have escalated 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