Reviews

Review Details

• Review fromJared B

  Date: 07/30/2025

  1 star
  I have been a loyal Virginian Pilot subscriber since moving to the area in 2002. I noticed the rates went up in 2024 but, being a big supporter of local news reporting (and not paying close enough attention to what the advertised rates are), I sucked it up and paid. However, my rate just went from $345 to $546 for a 13 week subscription that is advertised online to cost $33! I have canceled my subscription to the Pilot and I will not be going back. It remains to be seen if my money is returned to me as promised by the customer service representative.

• Review fromJoseph B

  Date: 07/11/2025

  1 star
  The Daily Press is an unethical company scamming customers who try to cancel. I have been a customer since 1966 but needed to cancel because wife is sick and Im her full time caretaker. I dont have time to read the paper anymore and it has become too expensive for my fixed income. I have been trying to cancel since April 7th with no success not only have they not cancelled my subscription after 2 phone calls and 2 written letters sent they sent my account to collections. I have never been in collections for anything my entire life. They do not allow people to cancel their subscriptions. I dont know how they have an A+ rating through the BBB. I tried to file a complaint through the BBB and they closed it without arbitrating so maybe thats how Daily Press keeps its undeservedly high rating. ****** before subscribing.

• Review fromCarol A

  Date: 01/16/2025

  1 star
  I was a subscriber to the Virginian Pilot for more than 20 years. Their delivery prices went up exorbitantly in the summer of 2024. I cancelled my delivery in June of 2024. The Pilot did not process my request until October of 2024, but continued to bill me for the paper that I no longer received. In December of 2024 (6 months after I cancelled) I got a letter from a collection agency stating I had an unpaid balance of $****** to the Pilot. I contacted Pilot's customer service. After a very contentious discussion, I was finally able to talk to a supervisor. After further discussion, the supervisor tried to convince me to pay half of the outstanding balance. I told her absolutely not. The person that should be paying the Pilot was the customer service rep that I talked to initially who failed to process my cancellation request in a timely matter. I also told her that their practices were fraudulent and that I may be taking legal action. At that point she said she would zero out my account and provide me with an email within 7 to 10 business days and also contact the collection agency to stop any future requests for payment. This conversation took place on December 16, 2024. Not only did I not receive the promised email, but I got another letter from the collection agency on January 16, 2025. I contacted the Pilot again and was told they were "escalating" the investigation into the cancellation. I told them there was not going to be an investigation. Either they zero out my account immediately or provide me with contact information for my attorney. At that point, there was a lengthy silence. When the agent finally came back, she said I would receive an email within 24 to 48 hours stating that my account was zeroed out and that the collection agency would be notified to cease and desist further request for payments from me.
  The Pilot has quite the scam going to gouge subscribers to cancel subscriptions. I hope enough people report them and *** will take action.

• Review fromRobert B

  Date: 09/04/2024

  1 star
  Virginia Pilot is a terrible company to do business with. I have been trying to get charges to my credit card stopped for 5 months. I was getting changed 12.78 twice each month. Finally got one charge stopped by canceling the subscription. Still got charged one time the next month. I called customer service again,I was told that my subscription has been cancelled and I was not being charged anymore. My credit card statement said different. I asked to speak with a supervisor and was told NO. I was told to call back to the same number and speak to one of the other customer service agents. I have up and am writing this complaint. Beware, don't give them your credit card. Customer service says they will be in touch with in 72 hours. That doesn't happen either. Went to the address in Norfolk to speak to someone in person only to find it is closed.

  Virginian-Pilot Media Companies

  Date: 09/06/2024

  September 6, 2024
  Our sincere apologies regarding any inconvenience or frustration associated with the Virginian Pilot.
  The information you provided within this BBB review is being reviewed and proper course of action will be taken, if needed. Customer Service will be reaching out to you by email within the next 5 business days as no account information can be located per the information provided.
  Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at 757-446-9000.
  Thank you,
  Katina
  Executive Resolution Center

• Review fromalbo

  Date: 08/09/2024

  1 star
  I have been trying to clear up 6 unauthorized charges to my credit card that is NOT even listed on my Pilot account. First email sent July 20th. Received response July 24 to send bank statements showing the disputed charges. I did that July 29 and never got a response!! I had to call customer service on Aug 6th. They said they did not have access to the email I sent, different department! Unbelievable! Note was placed on my account for the department to contact me. 3 days later no response. I just called again and asked to speake to Mary Angelito who's name was on my email correspondence. Apparently, she's not available until later this afternoon. I left my cell number, but I doubt I will get a call back!! The worst customer service ever!! Advice, if you're thinking of subscribing, DON'T!!

  Virginian-Pilot Media Companies

  Date: 08/14/2024

  Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution Center

• Review fromJames G

  Date: 07/24/2024

  1 star
  I have been a longtime cusstomer of tthe Virginia pilot. Over the past year and 1/2 I have been overbilled my approximately hundred and $176 and I have been unable to get any satisfact from the company were get a copy of a statement from them for a refund.

  Virginian-Pilot Media Companies

  Date: 08/14/2024

  Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution Center

• Review fromLinda A

  Date: 07/01/2024

  1 star
  Virginian Pilot has a horrendous customer/delivery service. I have been a customer for decades. After years of the prices increasing (sometimes jumping ($****** per quarter) I scaled back to digital services. I missed my coupons so I tried Wed and Sun delivery. For the first month I received 1 paper on time. All other papers I had to call and report these missed deliveries. I eventually found out from one of the representatives all calls were going to the Philippines. Each rep that I spoke with the entire month said the same thing that delivery issues would be turned over to their investigative delivery team and they would get back to me (which they never did). During this mornings call I decided I would terminate my subscription and I wanted my full refund for not receiving my papers and the Virginian Pilot not living up to their end of the agreement by not delivering the paper. I spoke with Josh and he tried to hang up after he stated I could not get my refund and he would continue to turn this over to his delivery team. I will continue to seek legal alternatives as this service of taking peoples money for a service that they intended not providing has to stop.

  Virginian-Pilot Media Companies

  Date: 08/14/2024

  Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution Center

• Review fromJulie M

  Date: 03/20/2024

  1 star
  Last year (8/25/23) for my father's 73rd birthday I started a 7-day delivery as he was having issues getting out to find a paper and had issues in the past with deliveries to his home. So, I started a 7-day delivery for 52 weeks as a surprise to bring to him. Yesterday I got a post card in the mail stating they are going to charge my card $****** on 3/26/24 to renew the paper starting 3/28/24-3/26/25. 5 MONTHS EARLY from what I had already purchased that should not end until 8/24/2024! I find my receipts emailed to me and confirm what I paid for and how long it was too last. I tried to go online to check and even though that's how they direct you online you cannot seem to log in to check anything. I thought I forgot the password and trying to reset it they said cannot find my email even though I have email receipts. This left me no choice but to call. I got a representative named "Summer" on the phone whose English was very hard to understand. She stated something about premium issues and due to cost changed my duration. I advised I did not authorize or want the change and had my receipts of what I paid for and asked for a manager. She then changed what she was saying and said she would put it back to what I originally paid for, 7 day, 52 weeks, with the end date 8/24/24. Not confident in any of this situation and the fact that I felt like I was being scammed out of my original order I still asked to speak with a manager. She put me on a silent hold. Came back and said she fixed my account. I thanked her and stated I would still like the manager. She placed me on a silent hold again and after 5 or more minutes on hold she hung up on me. Something is really wrong here and now I am worried that they have my credit card and have no way to stop them from wrongly billing me or trying to in the future.

  Virginian-Pilot Media Companies

  Date: 08/14/2024

  Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with the Virginian Pilot. The information you provided within this review and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. Customer Service will be contacting you within the next 3 business days for further assistance. Thank you, Katina Executive Resolution Center

• Review fromJeff C

  Date: 12/16/2023

  1 star
  I am managing a subscription for my 80 year old Mother to the Virginian Pilot. We pay auto pay and recently submtted a change of address for new delivery location. There has not been a paper delivery in more than 30 days and I have made repeated calls to the Customer Service and gotten a myriad of promises to correct the issue. I have been hung up on my customer service representatives, lied to about call backs and told that I could simply cancel my subscription. I have never received such poor treatment and am at my wits end. NOONE seems to be able to solve my issue and I just want my Mother who has subscribed for more than 40 years to get a paper daily one that I have personally paid for in advance with no problem except the paper is not delivered.

• Review fromRachel K

  Date: 12/01/2023

  1 star
  When you purchase a subscription, the website promises you can cancel your subscriptions online: "You can cancel your subscription anytime online at **********e.com/customerservice or by calling ***-***-****"
  However, this is a complete lie. Once you've actually purchased your subscription and go to that site, it only lets you call or add a new credit card. Complete pain when you call too, the sales people are aggressively pushy and will BEG you to keep your subscription. I can't believe a company is allowed to do this to people.