ComplaintsforThe Press-Enterprise Newspaper
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My father is an elderly man, 82 y/o, who has received the Press Enterprise for years. I'm taking over his finances and noticed that the ** charges him over $308 every 8 weeks. That is close to $2000 per year for the paper. New subscribers can get the paper for $200 per year! Last month my dad accidentally paid twice for the paper for the same period, and the ** cashed the checks. This paper is taking advantage of the elderly with predatory practices and cashing extra checks that should be returned to the resident. I'd like an investigation. I have sent an email to the paper with no response. The **************** DA's office won't investigate overcharging by a business. Please helpBusiness response
04/30/2024
The Better Business Bureau is reporting this complaint was filed on 4/20/2024.
Our records indicate that after receiving a note sent to our company, our agent spoke with ****************** on 4/29 and we were able to resolve this by lowering the subscription cost. The price changed moved the current expiration date from 7/22/2024 to 10/15/2024.
Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On December 12, 2023 I paid $113.10 to initiate a 1-year subscription for paper delivery (account #**********. This subscription was only started after the representative guaranteed my previous delivery issues have been resolved and I would receive my paper every day. This was not the case. I missed multiple deliveries and when I tried to go online to request a new delivery the only option was electronic delivery. I did not like that so I did not complete the form. After several missing papers I called in to complain and they indicated the issue had been resolved and to submit the missed paper form if it happens again. It happened again, and I went back to the form and only electronic delivery was an option. I don't like the electronic version of the paper, that's why I paid for the delivery option.I have made several attempts to resolve this issue, reaching out on February 6, 2024, at 10:26 am, February 13, 2024, at 8:17 am, February 24, 2024, at 9:44 am, and most recently on March 5, 2024, at 8:12 am. On the February 24 call, I was informed that the issue would be escalated and that I would receive a refund by end of day on Monday, February 26, 2024. I still have not received a refund and each time I call they say they are "investigating".Please note, on February 7, 2024 my subscription was stopped by the Press Enterprise and my electronic access has also been suspended. My 1-year subscription was effectively about 2 months. Additionally, of that two months, the delivery was sporadic. Due to my subscription being stopped at the time of my first call to request a refund, I'd assume my refund was approved.I would accept a partial refund (e.g., 10 months as I did not request the refund until 2 months in).Business response
03/05/2024
Thank you for contacting us. The refund request has been submitted to ****************. Please expect to receive the refund sent back to your **** card ening in 3601
Please accept my apology for all inconvenience caused.
Customer response
03/07/2024
I am rejecting this response because:
This is the same answer they have given me since my first refund request. They never actually process the refund. I will accept their response if I actually receive my refund.-=******
Customer response
03/14/2024
No, I have yet to receive the promised refund. It has been over 1 month since they have promised a refund.Business response
03/21/2024
My apology that we were unable to resolve the delivery issue and for our failure in refunding your payment. I will process the refund this morning. The amount of $113.10 will be returned to your **** card ening in digits 3601. My apology for the delay..
Customer response
03/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They finally processed my requested refund after 7 weeks.-=******
Initial Complaint
02/26/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Simple math! Their billing nearly doubled. My dad is nearly 93 and this horrible newspaper is committing fraud and the customer service goes thru *************** which you cant understand or get anything rectified.Business response
03/03/2024
****************,
Thank you for contacting us via the Better Business Bureau web portal. We are members of the BBB and have a strong commitment in resolving any and all disputes. In review of the account details, I see that you contacted us on February 25th because a paper was not delivered. You were informed the service had been stopped for non-renewal and informed of the past due balance. In that call you agreen to pay half of what was owed and we took payment in the amount of $239.80. The account was restarted by the phone agent but because there was still a negative amount owing our operating system again selected the account to be stopped.
As a courtesy to you, I have adjusted off the remaining balance (-$239.82) and have applied a one time ************* onto the account. Delivery will resume on Tuesday March 5th. In approx one month you will be sent a renewal notice at a rate of approx $10.50 per week (+ tax). I offer a sincere apology if you found any of your customer service experience to be lacking and am hoping that you find my offer to be satisfactory
Please always feel welcome to reach out to me directly with any questions regarding this subscription.
Best regards
*************************
Manager of Customer Relations
Southern *************** group
email: *****************
Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am being billed for a service I never requested. I do not think it is right for this company to try and scam consumers. I want this unwanted subscription cancelled immediately. They can remove me from their mailing list forever, I never requested the paper!Business response
02/16/2024
Thank you for contacting us.
Our records indicate that he subscription was stopped on 2/3/2024 and the balance owing on the account has been adjusted off
There will be no future bills sent to you..
Initial Complaint
12/22/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was on automatic renewal of the newspaper subscription for every 6 months. I used to receive a notice reminding me of the upcoming renewal but I did not receive a notice. The charge was just done on 12/14 and I called today 12/22 to cancel. They cancelled but would not refund me the money although I have not started receiving the paper under this new period.Business response
12/22/2023
Thank you for contacting us via the Better Business Bureau portal. I see that a refund was initiated by the agent you spoke with. A refund of the remaining balance of ****** is being returned to the Discover Card used for the ** Pay terms.Initial Complaint
11/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 11/28/2022 from my online banking bill pay I paid $377.65 for a 52 week subscription (12/07/2022 to 12/06/2023). I received a subscription notice dated 10/13/2023 stating my paid thru date was 11/10/2023. I called customer service on 10/23/2023 and was told that my subscription had been shortened to 11/10/2023 due to Press Enterprise cost increases. During this phone conversation I cancelled my subscription. The last paper I received was on 11/09/2023. Today 11/18/2023 I received a past due notice for $8.75. This is crazy, I will do whatever is necessary stop this bogus charge.Business response
11/24/2023
*************
Thank you for contacting us via the Better Business Bureau portal. In review of your account, I found that yes you subscription was paid until 12/7, and the rate change which shortened your subscription dates was in error. To correct this, I have adjusted off the negative balance shown owing on your account and have credited your account till 12/7. Delivey will resume and will stop on the expiration date of 12/8. Please disregard the closing bill sent in error
Customer response
11/27/2023
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.Initial Complaint
07/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was signed up to a subscription for $2 every 26 weeks for online service. I was sent an email telling me that on or around August 3 I'd be charged $2. This morning I was charged $65. I called to get this taken care of and I was told I can't get a refund and $65 makes sense. He put me on hold and said he was putting in a request for a refund and it would take 7 to 10 days. I don't trust him or them. I'm on disability and would never have agreed to this. My bank said they can't stop a pending transaction on their end. I need the money refunded. I also want my account closed and my card removed from the data base.Business response
08/01/2023
In addition to filing this report with the Better Business Bureau, Mr. ********* also contacted our customer service department testerday 7/31. The account has been cancelled and a refund in the amount of $65.02 has been requested. The funds will be returned to the VISA card used to make payment
Customer response
08/01/2023
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. Thank youInitial Complaint
06/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It is 9am on Sunday, June 18 (Fathers Day) and no paper. I only get the Sunday paper and it is NEVER delivered on time. I’m an early riser and I expect the paper to be delivered at the designated time.Business response
06/24/2023
Thank you for contacting us regarding delivery of the newspaper. I am sorry to learn of the late delivery. Our distributor has been alerted to this and he will speak with the carrier. A one month credit has been added to your subscription.Initial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid for Sunday paper delivery on January 26,2023. I waited 5 weeks for the delivery of the paper which never came. I have called the customer service and delivery number close to 10x and received promises each time the matter would be escalated and the paper delivered. This has NEVER happened. The paper never comes and not one person has called to address my numerous complaints.Business response
03/22/2023
I begin with an apology for the manner this situation has been handled.In review of the account, I see the many calls you have made to us and thank you for the opportunity to correct delivery.I too will escalated this to our distribution partner in ****** ****** and will assign your account to our VIP Customer Service team, who will contact you by phone to check on delivery Sunday morning. We will call approx 9am.Thank you again for giving us the opportunity to correct delivery service.***** *******Manager of Customer RelationsSouthern California News GroupInitial Complaint
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I noticed that my PayPal account was being charged $174.99 so I called the Press-Enterprise, ********* using the phone number provided I was told that I had no subscription and to provide them with the account number and email address, I did and they said they cannot find my account. I was then asked to send proof that the charge was coming out and that I had an account via email and they would find it that way. I sent screenshots of my account showing the account number, the email address, and the money being pulled from my account. I asked my bank to stop payment as the charge was for The Press-Enterprise and they did, I had a response back stating that they still could not find my information and so I asked for a supervisor. They also sent me an attachment of another customer's billing information in this email to me. They provided me with her name, address, how much her card was charged, and her account number. The next day they re-ran the charge under Media News and a supervisor did call me and told me they had to have the last 4 digits of my card in order for accounting to find my account because they cannot find that they are charging my account. They also stated that they have no phone number so I would have to call their main number to reach him. The money was pulled from my account the next day. I never got an email indicating that this was coming up for auto renewal and when I saw the charge I called them straight away to stop this from coming out of my account. They are stating that they cannot find my account but I believe that this was a stall tactic and that they will continue to not find my account or to find it and state that they refuse any and all refunds. I just want my money back for a service that I tried to stop.Business response
03/16/2023
In response to your filing regarding charges. WE have no record of a subscription to *** ****** **** ** *********Our company does not accept payments using PayPal.Still, I will check with our corporate finance team but will need a couple pieces of information to do so:- the first 6 digits of the credit or debit card that was charged- the last 4 digits of the same card- the dollar amount hat you were chargedPlease send the information and I will check on thisand round back to you.***** *******Manager of Customer RelationsSouthern California News Group*****************
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Customer Complaints Summary
20 total complaints in the last 3 years.
6 complaints closed in the last 12 months.