ComplaintsforLos Angeles Times

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Initial Complaint
06/24/2024
Complaint Type:
Delivery Issues
Status:
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.
On 6/23 the times delivery guy delivered the the wrong news paper I called at 11:20am to get the correct paper but never received it. Then this morning I got my paper delivered way under my car. I believed this retaliation for calling and making a complaint.
Business response
06/26/2024
Thank you for contacting the Los Angeles Times.

We are sorry to hear that you feel that you were retaliated against for making a delivery complaint. Please note that we do not condone retaliation of any kind.

Our records show that you spoke with customer service on June 24, 2024, and the local distributor was notified about the location of the delivery. The delivery instructions were also updated to deliver to the driveway.
Further review of our records shows that misdelivery credit was applied to your account for June 23, 2024.

Lastly, same-day newspaper replacement is available in most areas if the issue is reported during the hours listed below: However, if the distributor cannot honor the request a credit will be applied.

Monday through Friday: 6:00 a.m. to 10:00 a.m.
Saturdays: 7:00 a.m. to 10:30 a.m.
Sundays & Holidays: 8:00 a.m. to 11:00 a.m.

Thank you for being a loyal subscriber. We hope we have addressed all of your concerns.

Regards,
LaToya
Escalation Support Specialist
California Times - Los Angeles Times
Initial Complaint
06/12/2024
Complaint Type:
Billing Issues
Status:
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.
I have been trying to cancel my subscription for almost a year. I am unable to log in, unable to contact anyone, and unable to stop billing/
Business response
06/17/2024

Thank you for contacting the Los Angeles Times.
Despite our best efforts, we were only able to locate your recent request to cancel via phone and email on June 12, 2024. Your cancelation request was processed and will be effective after your paid-thru date, July 7, 2024.
Further review of our records shows that you had previously canceled a different subscription in July 2023.
To better assist, please provide details as to what occurred when trying to log into your account (you can include screenshots of any error/system messages), along with phone records showing your attempt to contact us in the previous months so that we can further investigate. Otherwise, your cancelation will be effective after your paid-thru date, July 7, 2024, and your subscription will continue until then.

We look forward to hearing from you.

Regards,
LaToya
Escalation Support Specialist
California Times - Los Angeles Times
Initial Complaint
05/15/2024
Complaint Type:
Product Issues
Status:
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.
The LA Times has changed my subscription prior to our agreement and withdrew funds without my authorization and have requested refund which they have delayed over one month and have stated that they will not refund me due to there policy,When they withdrew funds from my account its has caused non sufficient funds to outstanding bills that as a result of there withdrawal without my authorization which is my opinion is fraud!!
Business response
05/20/2024
Thank you for contacting the Los Angeles Times.

We have tried reaching you by phone, but you were unavailable.

We are sorry to hear that you feel our company defrauded you. We would like to assure you that we are not in the business of defrauding our customers.
Our terms and conditions that you agreed to by restarting your subscription and authorizing Auto Pay, indicated that your credit card would be automatically charged. A review of your account also indicates that we notified you 14 days prior to the new rate being charged.

Our records indicate that you spoke with customer service on several occasions between April 30 - May 16, 2024, regarding the scheduled rate increase and the premium edition charges. Further review of our records show that you were informed on May 10th. 11th & the 16th that a refund of $61.75 will be issued in the form of a check, and mailed to the address on file. We were unable to refund the credit card due to the time frame of the charges and the amount of the refund. Please accept this communication as confirmation that a refund has been processed. Please allow 21 business for processing and delivery.

We hope we have addressed all of your concerns.

Customer response
05/20/2024

Complaint: 21719098

I am rejecting this response because:

Sincerely,

***********************
Customer response
05/24/2024
Refund received,no further action required.Very disappointed with the way they fraudulently charged my account.Will never request service from the Los Angeles Times!!
Initial Complaint
05/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I was charged $24.99 after I had already cancelled my subscription. I contacted the company via chat and they refused to refund my money.
Business response
05/20/2024

Thank you for contacting the Los Angeles Times.

We have tried reaching you by phone, but you were unavailable.
Despite our best efforts, we are unable to locate your account based on the information provided in your complaint. In addition, you indicated that you contacted the LA Times via chat and the refund was denied, however our Chat option has not been active for several months.
To assist better and to confirm that the charges you're disputing is in fact from the LA Times, please provide the following information:

-Account Number
-Full name and address associated with the subscription.
-A copy of your billing statement showing the charge and date from the LA Times
The phone number or email address used to request a cacelation

We look forward to hearing from you.
Initial Complaint
04/08/2024
Complaint Type:
Billing Issues
Status:
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.
We subscribed to the weekend edition of the Los Angeles Times because we travel alot.The lady requested autopay prepayment and we did not have a problem with.We asked the lady if we will get full credit for all missed or vacation hold papers and was told of course.Shocked Pen Fed Account would not balance and saw near $31.75 three times($95) when we werent even in town with 7-8 weeks on vacation the last three months plus missed papers.$95 in charges.**** says mister we only refund or credit your money back if your vacation is 30 days or longer.They even charged us weeks in advance will on vacation hold.Being senior citizens I think they are totally scamming us since we asked about credit on the onset.Please investigate we cant afford to be swindled.
Business response
04/17/2024

Thank you for contacting the Los Angeles Times.
We are sorry to hear that you feel our company swindled you. We would like to assure you that we are not in the business of swindling our customers.

You indicated that you spoke with someone who advised you of the terms regarding vacation hold requests. However, our records indicate that you subscribed online via our website on November 7, 2023.
All communications and subscription-related materials state that credit is not issued for vacation holds for 28 days or less. Our records show that the vacation holds on your account did not exceed 28 days. Not issuing credits for vacation holds of 28 days or less has been our policy since 2012, and communication regarding this has appeared on the back of all renewal statements and our membership site since then.Our records indicate that credits were applied to your account each time you notified us of a missed delivery. We have a payment forward billing process; therefore, the credits applied to the account extend the subscriptions expiration date; credits do not adjust the payment balance.
Further review of our records shows that your subscription was canceled, effective Apr 8, 2024. A refund for the remaining balance of $29.54 will appear on your financial statement within 7 to 14 business days.

We hope we have addressed all of your concerns.
Initial Complaint
03/05/2024
Complaint Type:
Product Issues
Status:
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.
The Los Angeles Times has a missed delivery website page on which a customer who missed a paper delivery can report the missing paper for either a credit or redelivery. I always choose redelivery. Yet I never get a paper re-delivered. I have a Sunday only subscription, and I want my Sunday paper. Why do you have a website that allows customers to request a redelivery when you cannot re-deliver? And why do you process a CREDIT when a customer has requested a redelivery? When I don't get the redelivery, I need to call customer service. My calls are routed to ***************. I can no longer pick up the phone and call the distribution manager for my area, which seems like the best scenario. In the past, I have called the distribution manager and had my paper re-delivered within a couple of hours. Now, I can't achieve this. So you're advertisers who are paying big money for advertising are not getting the actual distribution that they are promised.
Business response
03/12/2024

Thank you for contacting the Los Angeles Times.

Our sincerest apologies that your newspaper delivery has not been consistent.
Same-day newspaper replacement is available in most areas if the issue is reported during the hours listed below: However, if the distributor cannot honor the request a credit will be applied.
Monday through Friday: 6:00 a.m. to 10:00 a.m.
Saturdays: 7:00 a.m. to 10:30 a.m.
Sundays & Holidays: 8:00 a.m. to 11:00 a.m.

The current process for a redeliver request is to eneter the request online, submit the request via our self service portal, or by contacting customer service. Contacting the distributor directly is no longer an option. When the distributor is contacted directly, there's no record on your account of any delivery issues you may be experiencing. . An urgent notification has been sent to the distributor, and we will work closely with them to ensure you receive your scheduled delivery moving forward. We will contact you with an update after we've had a chance to discuss the issue with the distributor.

We hope we have addressed all of your concerns.

Customer response
03/13/2024

Complaint: 21382728

I am rejecting this response because I HAVE requested same day or next day or even Third Day redelivery the past two Sundays that I haven't received my paper, and I have not received a redelivery. There is a problem, according to a local distribution representative, hiring people who want to get up in the middle of the night to organize and pack the papers into their own cars, use their own gas, and then deliver papers in the dark. According to this representative, the outside distribution agency only pays $0.10 per paper for the deliverer, which is $30 to deliver 300 papers. This is an unfair way. Who wants to deliver papers at this wage? Therefore, they are having trouble finding people willing to do this work. LA Times needs to address this issue. The only times needs to also provide the third-party distribution company with plastic bags and not require the third party distribution company to pay for the plastic bags themselves.

***************************************************
************
Business response
03/28/2024

Thank you for your reply.

Due to unforeseen economic changes, the carrier workforce has been challenging. However, we are working closely with our distributors to ensure satisfactory service.
We appreciate your feedback, as it helps us improve our services.
Customer response
04/01/2024

Complaint: 21382728

I am rejecting this response because I am a paid subscriber to the Los Angeles times. I have been for decades. This is the first time that I've had so many issues with delivery. A representative from the times distribution Department contacted me to tell me how much deliverers are being paid. She described how difficult it is to arrive for Sunday paper delivery at midnight Saturday, get all the papers together and loaded into one's own vehicle, and then try to find addresses in the dark for 10 cents per paper. That is unacceptable. The LA Times needs to increase the rate in order to attract serious individuals who are willing to take on this kind of rigorous, middle of the night work. Until I hear from someone in charge of distribution, I will not be satisfied with a form letter response or empty words. Sponsors who pay for advertising in the LA Times expect papers to be delivered. They are paying for readers to view their ads. So this situation with not havinge rdpendable deliverers is completely unacceptable. The new CEO and owner of the Los Angeles Times is out of touch with reality when it comes to paying Fair wages to workers. The LA Times is attracting unskilled migrant laborers to do a job that has to be done right. This is wrong and must be addressed at a board meeting with executive there to discuss solutions. I will await a phone call from someone of some authority at the LA Times-- such as the ** of distribution.
TheThe new
***************************************************
Initial Complaint
02/05/2024
Complaint Type:
Billing Issues
Status:
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.
I had a subscription for 1 year for online LA Times. I did not push any button or ask for it to be renewed after that. I notice of a charge 11-2023 that I never authorized. I called Los Angeles times and told them I never authorized this charge. I also told them the email associated with that account was compromised and I had no access to that email account. They would not credit me for an unauthorized charge and I have no access to my old email which is where the account is.
Business response
02/23/2024

Thank you for contacting the Los Angeles Times.

Our terms and conditions, which were agreed to at the point of sale, indicate that your subscription will renew until you cancel. A review of our records shows that you agreed to the same terms in two previous subscriptions in the years 2021 and 2022.
By providing your payment method information and clicking the AGREE & CONTINUE or similar button as your electronic signature, you confirm that you have read the disclosures, which includes notifying us immediately of any change in the e-mail address you have provided. Your request to not continue with the annual subscription has been considered; therefore, as a one-time courtesy, an early termination and a prorated refund of (based on the date that you requested to cancel, February 1, 2024) $39.00 will be processed to the credit card on file within 3 to 5 business days.

To learn more about our subscriber terms and conditions, please visit
**********************************************************************
Initial Complaint
10/27/2023
Complaint Type:
Delivery Issues
Status:
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.
On 10/26 the LA Times stopped delivering the digital paper to my email address as originally promised. I have not received the paper for two days in a row. My subscription end date should be adjusted accordingly until the email link is fixed.
Business response
11/09/2023

Thank you for contacting the Los Angeles Times.

After signing up, a complimentary e-notification is emailed to our subscribers; however, the enewspaper can be accessed online at ********************************************** anytime. Further review of our records shows upon contacting customer service, you were provided with troubleshooting steps to assist with receiving the notification and the website address to access the enewspaper. Our records show the enotify has been delivered since your last contact; therefore, we cannot adjust your subscriptions expiration date.

We hope we have addressed all of your concerns.

*************************
Escalation Support Specialist
********** Times - Los Angeles Times
Initial Complaint
10/27/2023
Complaint Type:
Delivery Issues
Status:
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.
I pay for the delivery of the print edition of the Los Angeles Times and have to call every day or at least three times a week to get them to deliver it. Most of the time they say they will issue a credit (never happens) or they will deliver the paper the next day (also never happens). Their website is terrible and reading the paper online is not a viable option for many reasons. Why am I paying them an expensive subscription fee every eight weeks when they keep making excuses for 10 months about a carrier shortage? Not delivering the product that I paid for in advance AND no reasonable resolution for MONTHS is unacceptable. I spend EVERY DAY or every other day dealing with this issue.
Business response
11/09/2023

Our sincerest apologies that your newspaper delivery has not been consistent.
As you were previously informed, the distributor in your area is still experiencing a major work shortage. The Distributor is actively attempting to recruit new carriers to get delivery back on track. However, an urgent notification has been sent to the delivery contractor. Further review of our records shows credits were applied to your account due to the service problem, and while redeliver requests are not guaranteed, those requests were also entered on your account.

We appreciate your readership. Its unfortunate that the digital version of the newspaper isnt a viable option, as it is a complete replica of the printed version. However, we are working closely with your local distributor to ensure you receive your scheduled delivery.

Again, we sincerely apologize for the inconvenience this has caused, and we hope to have your delivery on track as soon as possible.

*************************
Escalation Support Specialist
********** Times - Los Angeles Time

Customer response
11/09/2023

Complaint: 20786008

I am rejecting this response because: apologizing for an ongoing situation that has been occurring DAILY for 10 months while not even issuing credits for undelivered papers is NOT acceptable. I had to remind you that no credits were applied to my account for months and even then you tried to charge me without really doing anything. For example, you said you would extend my subscription by two weeks but i already paid for those two weeks in advance. Now i have it in writing that you will extend my subscription into February (as promised before you tried to renege) so i will keep this case open to ensure that my paper is delivered daily until then.

Sincerely,

*********************
Business response
11/16/2023

We are aware that apologizing does not fix the delivery issue. However, due to unforeseen economic changes, the carrier workforce has been challenging, and this has been communicated to you over the course of months.
Our records indicate that credits were applied to your account each time you notified us of a missed delivery. We have a payment forward billing process; therefore, the credits applied to the account extend the subscriptions expiration date; credits do not adjust the payment balance.

We truly value your readership, and we understand that the challenge we are facing may cause some of our most loyal subscribers to stop their subscriptions until satisfactory service can be provided.

Thank you for being a loyal subscriber.

*************************
Escalation Support Specialist
********** Times - Los Angeles Time
Initial Complaint
10/18/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have requested a comment I posted to be removed (**********************************************************************************************************************************************************************************************************) more than twelve times from 09/15/2023-10/16/2023 (see attachment of email correspondence) following the requisite protocol outlined here: ***********************************************************************************. I have received one response from the reader representative telling me to reach out to the author of the article (in direct opposition of the process outlined on the above page). I reached out to the author with no response. All I am requesting is that a comment be removed and the company refuses to help or respond at this point.
Business response
10/25/2023

Thank you for contacting the Los Angeles Times.

We sincerely apologize for the delay in completing your request.
We are happy to inform you that your comment has been removed.

*************************
Escalation Support Specialist
********** Times - Los Angeles Times

Customer response
10/25/2023

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.

Sincerely,

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

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