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:06/09/2025

  Type:Customer Service 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 charged twice within a 2 week period for newspaper subscription that I have tried to cancel due to being pressured in ******* by representative who did not disclose the details of taking $30 immediately from my account or that $30 will be taken 2 weeks later! I am a disabled veteran living on a fixed income and I cannot afford money to be taken for newspaper I no longer want! I cannot reach this business by phone! I feel I was taken advantage of and I would like a refund of my money!

  Business Response

  Date: 06/09/2025

  Ms. ****

  After reviewing your account, I see you have already spoken to customer service and the account has already been canceled and the remaining balance refunded. The first payment is not refundable since you were given a gift card at the time of the sale and I don't see any complaints on your account that you did not receive any papers.

  Sincerely,

  ***** *********

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service 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 subscribe to this paper both digital and print. The digital part of my subscription will not load on any of my computers. Only the page 1 loads. To make matters worse it is impossible to contact a human to ask for assistance. If you could get their attention it would be greatly appreciated.

  Business Response

  Date: 06/03/2025

  Mr. ******

  My apologies you are having trouble logging into the Express-News. I will contact you to get more information. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the longest time my company has been advertising With the express newspaper and also southside reporter. They ended up putting my name On the internet (AAA ****** air conditioning.) I told the news paper I did not give permission and to remove it immediately. Our company has been in business for over 50 years, with 0 complaints with the Better Business Bureau. And they're using our good name to steal and funnel traffic away from our company. I paid every month for years and they have me listed as no longer available. And they're funneling my traffic to Other Companies. I repeatedly told them to remove the listing. They removed my name and list me as no longer available. And they're still funneling traffic away from my company and website. ******* financially devastating for my company as the temperature above one hundred degrees june/2025 san Antonio *****. I told them do not list my company with my.S.A. Marketplace on the internet.I sent a short video clip of the *********** it funnels traffic away from my good name. They're very crooked they don't return calls.And you can't get any live person on the phone I got a call back from ****.He said he would fix the problem. Instead, he is stating in text that I am now no longer available and funnels.All the traffic to Other Companies For Monetary Gain For the Express News.This is very deceptive trade practices , taking a honestly earned reputation of a company standing the test of time only to use it for monatary and financial gain. I have called them over and over leaving messages. I emailed them. I talked to some people on the phone a couple of times they said they would fix it and return my call. Let me know how it's going instead They only hide during the triple-digit *************** company desperately needs the advertising revenue that I am paying for to stay in business fowarding this to president ***** he understands How devastating crooked news can be,when weaponized against the innocent.

  Business Response

  Date: 05/21/2025

  Mr. ********

  This complaint was sent to circulation and not advertising. I have forwarded your complaint to the correct department for follow up.

  Sincerely,

  ***** *********

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have tried to cancel our subscription of the San Antonio Express News for weeks. The ************ is an automated system and there is no customer service *** to assist. We have send emails to support @SanAntonioexpressnews that are sent to an automated system that sends out generic emails. We are still receiving the newspaper but we have called our credit card to deny all charges from San Antonio Express news as they have not responded to us. We would like reimbursement of the $104 we recently paid, in addition any additional charges they are trying to collect from us.

  Business Response

  Date: 05/02/2025

  Mr. ******
  

  I will cancel your subscription but note the Express News is open Monday - Friday 8am - 4pm and weekends 8am - 10am, agents are available to speak to in regard to your account. As a courtesy I will refund the $104.00. 

  Sincerely,

  ***** *********

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not, nor have I ever subscribed to their papers. Starting over the last year, they started leaving newspapers in my yard sporadically. And no, it's not just their free edition. I have called several times explaining the problem and been assured each and every time it would stop. And it doesn't. This last time I called and requested they be sure not to leave a newspaper at my property again, I did so because I was going out of town on a business trip and did not want to alert any ill doers that my house was unoccupied. The service **** once again, told me it would be handled. Well, I got home on a Sunday night and right in front of the door is another paper. No clue how long it had been sitting there. They have randomly delivered two more since then. This has turned into a safety and liability issue. Please DO NOT leave me ANY newspaper of ANY type (paid for or otherwise). I've lived here for years and this has never been a problem prior to this past year. There is legal liability implicated in leaving unsolicited papers at someone's doorstep when they have specifically asked you not to several times.

  Business Response

  Date: 01/22/2025

  Ms. *****,

  I have flagged your address to stop delivery to your residence. This process can take up to 2 weeks for all parties to be notified.

  Sincerely,

  ***** *********

  Customer Answer

  Date: 01/27/2025

  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 at this time. However, the two week note does make me a little leery insofar as it feels similar to the promises I was made on the phone in the past. So if I get another paper in my yard again, I'll be reopening this complaint. For now, though, I appreciate the efforts and here's hoping ***** is the right right person to have come through.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on ******* 15, I was at ******************** . When I was about to check out a *** from the S.A Express News asked if I like coupons. He said the Express News started coupon bundle in Sunday papers & that if I did sign up he would give me a $25 gift card to JcPennys. It would be $30 for the next two months. I started receiving the 10 pg paper ( joke) so I waited till the Sunday paper came NO coupons literally a FAMILY $ FLYER-so I called 1st week of Jan. to cancel because I did not get any coupons. I was lied to.The *** tells me that there was a problem with the vendor and publication of the coupons but this next Sunday, I was going to get coupon flyers. OK I told him so when Sunday comes around &I still do not receive anything he said you can call and cancel. You know you will still be within the 30 days to cancel OK. We received the Sun. paper &I laughed. I literally Family $ flyer & two sheets of coupons front and back.!! wheres the bundle I ask. I call to cancel & I noticed I was charged another $30. 6 days in advance of my actual purchase date so I called to tell them I was very upset and I wanted to cancel and I wanted to stop my delivery and I wanted the credit for $30 because one it was billed early and the *** said that I could call and cancel anytime. Not letting me know I was going to be billed again in a few h days. Fed lie after lie! The first week of ******* told me that I was going to receive all these coupons lie. She tells me that they bill 10 days in advance and that I could not Get a credit that all she could offer me was every Sunday till May and that would be my $30 because she was gonna charge me eight dollars a month. I told her well maam thats three months thats $10 so Im still getting shorted according to whatever youre trying to save the callshe said OK within another month so they are lies

  Business Response

  Date: 01/13/2025

  Ms. *******

  My apologies for the misrepresentation. I have canceled your account and refunded you the $60.00 you paid. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:01/03/2025

  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 have been trying to cancel my subscription every single month since the first of October, however, I am still getting charged $55 every month for my subscription, which I am not even receiving. So now I have been charged a total of $220 for something I don't want, haven't been receiving and apparently can't even cancel!

  Business Response

  Date: 01/03/2025

  Ms. ****,

   

  After reviewing your account, I don't see where you have contacted the customer service department to cancel. Can you provide any dates or emails on when you contacted the Express-News? I have canceled the account refunded the balance.  Going forward please call ************ for all customer service needs. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:12/19/2024

  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 April 2024, I signed up for 6 months of Sunday delivery plus digital subscription. It took 4 months for my Sunday paper to come and after I called multiple times the *** said they would extend my digital subscription and extra month for my inconvenience please. In October 2024 I moved to ********. I called to cancel my subscription- the *** canceled the physical delivery and said I would have to call back in November to cancel the digital part as it did not renew till the end of 11/25. I called back on November 15th and after struggling to get the *** to cancel she finally did. When I checked my account a few days later, I saw she charged me an extra month into December. I called my credit card company and disputed the charge. Now I have called several times and spoken to supervisors. I spoke with ***** today who said she would escalate it and I requested an email stating that she was doing so but she told me they do it all internally. I told her I just want an email of confirmation as obviously I cannot trust the ***s anymore. It's a few hours later. I never received an email. So now I've lived in ******** since October and they now have my subscription ending on January 5th. I have been trying to cancel this since October and doing what the ***s tell me to do but they keep extending me and now I'm getting bills in the mail in ********. Since I disputed with my credit card company, I don't have anything needing to be refunded but I them to please cancel out the bill they are charging me for since I canceled in October and called again in November as they requested to cancel the digital subscription before it renewed. I have sent them emails and I have screenshots of my account throughout this process showing it being canceled and then showing it being active again. Please make this stop!

  Business Response

  Date: 12/19/2024

  Ms. *****,

  I have canceled your account effective immediately and removed the outstanding balance. The account is now at a zero balance.

  Sincerely,

  ***** *********

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a daily subscription to the newspaper. The representative that sold me the subscription told me that it could take 1-3 weeks for the subscription to be mailed. I waited and never received it. I sent an email to San Antonio Express, but never got a response. I called 2 times, because the first time I got hung up on. The 2nd time I spoke to someone who basically blamed me for not calling after the first week. Its so annoying to call and not get thru to anyone or having to wait on hold. Ive now been charged 2 times . Ive asked to cancel my subscription and given a refund, but was told I wouldnt get any money back if I did cancel. Im so disappointed with the service I received.

  Business Response

  Date: 12/02/2024

  Ms. ****,

  After reviewing your account, I see you spoke to a ***resentative on 11/29/24 and agreed to continue your subscription and the *** also applied a 4-week credit to your account for the missed papers. Are you receiving the paper on a continual basis since ***orting the missed paper dated 11/29/24? Please contact customer service if delivery has not improved.

  Sincerely,

  ***** *********

  Customer Answer

  Date: 12/02/2024

  Complaint: 22619725
  
  I am rejecting this response because:

  I still havent received my paper.  I believe the deliveries are being sent to ***************** not to the correct address.  
  

  I just want my money back for the 2 months I havent received the paper and to stop being charged for a service I never received.  Please reach out to delivery.

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

  Business Response

  Date: 12/02/2024

  Ms. ****,

  I have canceled your account and processed a refund back to your card.

  Sincerely,

  ***** *********

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, but I still havent received either credits.  Please ensure the $60 was fully credited.  Thank you.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've called and requested numerous times to cease delivery of unsolicited ads/newspaper version of the Southside reported at the ********* sibdivision. At one point, a delivery contractor drove by and was told to stop delivering to this address, and she jotted down details, yet the practice continues. This is causing me emotional distress due to worrying about HOA fines when I am not able to pick up and maintain the front lawn clean at all times. I want the weekly delivery of this newspaper to cease immediately and will seek further legal advice if the practice continues as the business has been told so multiple times. I've called their number, left voicemails and even have gotten hanged up by the call center representatives. Stop littering my property. I don't want your free version throwned in my lawn. Thanks.

  Business Response

  Date: 11/10/2024

  Mr. ********

  I have flagged your address to stop delivery to your residence. The field manager is aware of your request.

  Sincerely,

  ***** *********