ComplaintsforAustin American-Statesman

• Initial Complaint

  10/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed up for an austin american statesman subscription several months ago but cancelled it after a month. Since then I have received frequent, sometimes several times a day, calls asking me if Id like to re-subscribe. *** told them several times to take me off the call list and STOP calling me, but it only stops for a week or so before beginning again. They always call from the same number - *****************.How can I make this stop?

  Business response

  10/12/2022

  October 11TH, 2022
  ***********************;
  1405 *****************************************************************************************  78721 
  Daytime Phone: ************** 
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and her request to not have solicitation calls. Any of our third-party vendors do not have access to remove any phone number from our *********** Systems. As of this reply, I have placed ************** on our Do Not Call list. Our vendors receive their call lists in advance; this process can take up to 30 days to fully be completed. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  

  Customer response

  10/12/2022

  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

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began a Sunday-only delivery account with the Austin Statesman at the beginning of August 2022 and didn't receive a paper on 8/14, 8/21, 8/28, 9/4, 9/11, or today, 9/18. I reported each of these "Missed Deliveries" via the website and customer service line. Each time I was within the window to request the paper "Redelivered" and no such delivery was made upon request. After many unfruitful attempts using the website options and sending emails to customer service, I called and asked that the first month be refunded and to inquire about the delivery issued. I was told by a representative that not only would I be refunded but the missing papers from the previous weeks would be delivered. No refund has been issued and no papers, current or previous, have been delivered. I want the paper, and wish to continue the subscription, so I've yet to cancel it but am closer to doing so with every missed delivery.

  Business response

  09/20/2022

  September 20th, 2022
  ********************;
  817 ********************************************************  78705 
  Daytime Phone: ************** 
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and his delivery issues. We apologize for any frustration this has caused. Unfortunately, ******************** was given misinformation, refunds are not given for missed deliveries, and the credit given extends his expiration date by one day per missed delivery complaint. As of this reply, his expiration date is 11/21/22. 
  
  I escalated his concerns to his carrier and their manager seeking an immediate correction to the ongoing delivery problems. This will generate a resolution. 
  
  For more information regarding refunds, please visit aboutyoursubscription.statesman.com. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  we have no received a paper for over12 days since you fired the delivery man ,we are notable to speak to alive person. we just want our paper delivered

  Business response

  09/13/2022

  September 13th, 2022 
  ***************************  
  3404 ************************************************************** 78703 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his ongoing delivery issues. We apologize for the frustration this has caused.  
  
  We recently restructured our delivery routes and added new carriers, which creates learning curves as drivers learn their new delivery routes. While these route modifications may have caused some disruptions in your delivery, these updates within our distribution logistics will provide improved consistent delivery service as we go forward. We are actively mapping where we miss deliveries or are late with the paper as we work to improve our service and appreciate your patience. 
  
  I have notified his carrier and their manager of his delivery problems and requested a correction.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Despite my better judgement I got my husband, who loves to read a print edition of the local paper, a weekly subscription to the Austin American Statesman paper for a Christmas present last December. We had a subscription in the past, but cancelled it two years ago due to the horrible delivery issues that never stopped; we had to file a complaint back then with BBB to get them to cancel our subscription. Everything was (shockingly) fine this time around with just a few missed deliveries (not bad for them)....until this past Thursday when no paper appeared. It is now seven days later, Thursday 9/8 and no paper for a week (excluding Saturday when no paper is published and Monday which was a holiday). We have called every morning and, of course, the old "you'll get credit" message is still on their phone for idiots like me who re-subscribe (another one of their lies, by the way-nothing is 'extended' no many how deliveries are missed). I called "customer service" this past Tuesday 9/6 and the gentleman told me he had "escalated" the complaint to his supervisor-and of course, nothing has happened, and I know it won't. I don't even want to attempt to try to cancel the subscription because I already know how that works- it doesn't, no many how many times you call "customer service". You can be nice or mean, you can beg and you can plead, nothing stops Austin American Statesman from taking money out of your bank....except getting BBB after them. I will start trying to cancel the subscription tomorrow, so come back in a week to see my new request to BBB to get them to cancel. I'm not sure I have the emotional fortitude for cancelling again, but I'll try. Entering into a subscription with Austin American Statesman is now and was in the past easily the worst experience I have ever had with any company.

  Business response

  09/12/2022

  September *********************** Kendall 
  3605 ************** 
  Apt 1011 
  Austin, ** 78759 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************* and her delivery issues. I can confirm the agents she spoke to did properly document her account and escalated the issue as they advised. Our ********************** is currently going through a route optimization process to better the routing system. Our delivery team is aware of the concerns of our subscribers and they are working diligently to correct them.  
  
  Our reply dated 8/3/21 explained to ****************** their account had been terminated because they spoke with an agent. ******************* must call ************** and an agent will assist her.  
  
  For more information regarding refunds and other policies, we encourage her to visit aboutyoursubscription.statesman.com.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  09/12/2022

  Complaint: 18001703
  
  I am rejecting this response because: The reply makes no sense- and is untrue.

  There was no reply to us dated 8/3/21 from this paper or their agent.

  ****************** did not speak to to an agent on August 3rd. When you call to report no delivery you can not speak to a human, their voice message doesn't provide that option.

  If the account has been terminated, why wouldn't the agent I spoke to a week ago tell me the account was terminated instead of escalating the complaint about non-delivery?

  I do not trust that the account has been terminated. I will call the number provided to see if the termination was the one true thing in this reply, because we are blocking any future payments so the account better be terminated.

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

  Business response

  09/12/2022

  September 12th, 2022
  ***********************
  3605 **************
  Apt 1011
  Austin, ** 78759 
  
  Complaint #********
  
  Please accept this as confirmation we have received Mrs. ******** rejection. Please note, that the date mentioned is from their previous complaint and the date is referencing the date of our reply in 2021. 
  
  Mrs. ******** account will not be terminated until she speaks to an agent. As of this reply, their account remains active. Billing will continue until she speaks to an agent despite any changes to the credit card. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After multiple missed Sunday newspaper deliveries and most often not re-delivering as promised, I decided to cancel. Sent an online message to cancel and was forced to call for cancellations. Called and cancelled the paper (do not have date. ) Received another charge (at a ridiculously high price of $42.77 for Sunday paper only and digital.) Called 8/29 and customer service said they had no record of my call but would cancel and refund. Still no refund and called again today (9/7) and of course, once again told me they had no record of my calls. Rep **** said they could not refund as I was still getting my paper which is the most ridiculous thing Ive heard as Ive called 2x already to cancel it!! For a failing industry, they have continually treated their customer poorly and could do with some good ethics training.

  Business response

  09/10/2022

  September *************************** Frazier 
  1101 ********************. 
  ******* ** 78641 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her refund issues. Based on her account information, ****************** was given the correct information. There was no prior request for cancellation, nor are there missed delivery complaints lodged against her ***********. ******** charges were correct and matched her monthly rate.  
  
  I have processed a refund in the amount of $30.95; this is the amount remaining at the time of termination and all that ****************** is eligible for. The refund will be processed to her credit card in **** business days.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  09/13/2022

  Complaint: 17933000
  
  I am rejecting this response because:
  

  While I am glad to receive a partial refund, your company does not address the fact that I called previously multiple times to cancel.  You are basically calling me a liar when its apparent that your company uses lying as a standard business practice.  Do you think Id go thru this trouble if I wasnt telling the truth?   Shame on you American Statesman and the Gannett Newspaper Network for employing such shady people and condoning the practice of lying.  How can I even believe anything in any of your papers or magazines. What absolutely TERRIBLE customer service!!

  Now well see if they ever actually refund my moneyprobably another lie. 

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

  Business response

  09/14/2022

  September 14th, 2022
  *******************************
  1101 ********************
  *******, ** 78641
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******** rejection. The refund back to her credit card was processed on 9/12/22 and will be released to her account, based on the companys timeframe. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed with Austin-American Statesman weekend delivery of its newspaper to my mother as a gift. Thinking they were holding up their end of the agreement, after a little over a year I mentioned it to my mother and she stated she'd only received three deliveries and had assumed it was a trial type of subscription. After contacting Austin-American many times and being told the very same thing each time (looking into it), I am not sure how to recoup my stolen funds. Any assistance from the BBB will be appreciated.

  Business response

  09/10/2022

  September 9th, 2022
  *******************************
  12100 ***********
  Austin, ** 78754
  
  Complaint # ********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her mothers account. We ask that she provide her mothers account information such as the account number or the name, address and phone number on her account and I will look into this matter once received. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I did not receive a newspaper on 9/1, 9/2, 9/4, 9/6 and 9/7. I have called and reported non-delivery on the days the newspaper was missing and told that the issue would be accelerated, but the issue remains. On Sunday, I was told that if I had not received the newspaper by noon to call back, but the office was closed when I called back, per the recording.If the delivery will not be continued, I have requested that they let me know how much my monthly automated 7 day payments will be reduced.I have also requested to get a monthly statement, on a couple of occasions, but have never received one. Extending my subscription due to non-delivery has become difficult to track.

  Business response

  09/09/2022

  September 9th, 2022
  *****************************
  PO Box 14371
  Austin, ** 78714
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and her delivery concerns. We apologize for any frustration this has caused. Based on her account she has received credit to her account for each reported missed delivery. Please note, that this extends her expiration date by one day and will not change her rate or her automatic charge. 
  
  I have notified her carrier and their manager and requested an immediate correction to her ongoing delivery issues. 
  
  ******************** is enrolled in the ***Pay program, which automatically deducts her subscription payment from her credit card on file. A renewal notice is not generated for our ***Pay subscribers. Our system does not create statements and our agents do not manually make them and send them. If ******************** would like exact dates, she is able to call customer service and an agent will be able to verify the missed deliveries lodged against her carrier. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a subscriber to the print edition of the Statesman for eight years. They also deliver my daily copy of the New *********** On August 4, they failed to deliver either paper. I called customer service; they said theyd credit my account and fix the problem. They did not deliver either paper on Friday; I called again and received the same assurances. The Statesman does not print or deliver on Saturday, but I sent customer service a reminder that I really wanted the print Sunday papers. They did not deliver them on Sunday. I called early and asked them to redeliver. They did not. I contacted the chat complaint line and received a long response promising that my issue would be investigated and resolved. I called the customer service line again and a recording told me that they were aware of my multiple complaints, which had been escalated for resolution. I have no confidence they will do anything (see previous BBB below that is almost identical.) They keep telling me the I will get a credit for undelivered papers and that I can always read them online. I dont want a credit; I want the paper. And I would not be paying the extra cost for print delivery if I wanted to read the paper online! Judging from how they have handled my numerous attempts to get my papers delivered, I wonder if it is now the Statemans practice to simply ignore customer problems. I would cancel my print subscription, but I like reading the local new and the New ********** only delivers its print edition via the Statesman. Help!

  Business response

  09/06/2022

  September 6th, 2022
  ***********************
  7918 **************************************************** 78749
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and his delivery issues. We apologize for the frustration this has caused. It is important that ******************** reports his delivery concerns as they happen. This will ensure his account is documented and credited accurately. When a credit Is applied to any account, it extends the expiration date by one day. It will not be reflected in billing such as the amount charged or the current rate. I have verified his account has been credited for the following missed deliveries: 5/30, 9/2 and 9/4. Please note, that these are the only missed delivery complaints reported for the year 2022. 
  
  I have notified Mr. ********* carrier and their manager of his concerns via his account. This message will be dispatched to them with a request for immediate correction. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have had home delivery of the Austin American Statesman for 44 years. The service gets worse and worse. Paper is always late and sometimes not delivered at all. There is not way to speak to a real person. The automated system is a deep hole. We were assured when ****** purchased the paper that service and interactions would continue and improve. This is unacceptable that the capital city of Texas cannot have a dependable daily paper.

  Business response

  09/06/2022

  September 6th, 2022
  *******************
  4002 ***************
  Austin, ** 78759
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************ and her delivery issues. We apologize for the frustration this has caused. It is important that ************ reports her delivery concerns as they happen. This will ensure her account is documented and credited accurately. When a credit Is applied to any account, it extends the expiration date by one day. It will not be reflected in billing such as the amount charged, invoices or the current rate. I have verified her account has been credited for the following missed deliveries: 3/9, 8/24, 9/1 and 9/2. Please note, that these are the only missed delivery complaints reported for the year 2022. 
  
  I have notified ************** carrier and their manager of her concerns via his account. This message will be dispatched to them with a request for immediate correction. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  
  
  
  
  Tell us why here...

  Customer response

  09/06/2022

  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

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeated missed delivery issues. This has been going on for more than 3 years. Ive called after each missed delivery and was never helped to the point of correcting the problem. I finally canceled my weekly subscription, reducing it to only Fri/Sat/Sun but still had issues. Then AAS canceled Saturday papers. I finally was told on 8/26/22 that they have carrier issues. Did not receive my Fri or todays Sunday paper. Frustrated beyond belief.

  Business response

  08/30/2022

  August 30th, 2022 
  
  ******************************;
  271 *************** 
  *****, ** 78621 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint regarding ************************ and her ongoing delivery issues. We apologize for the frustration this has caused. Our delivery teams are aware of her concerns and will work diligently to correct them. I notified the manager of her area and requested an immediate resolution. We encourage her to continue using the automated service to report any missed deliveries to ensure her account is properly documented and credited.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

*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. ↩