Complaints

This profile includes complaints for The San Diego Union-Tribune's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The San Diego Union-Tribune

  600 B St Ste 1201 San Diego, CA 92101-4505

• 

  The San Diego Union-Tribune

  PO Box 120191 San Diego, CA 92112-0191

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:06/27/2023

  Type:Order 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.

  Company frequently changes the rates they charge for delivery of newspaper. I called to request they lower the rate back to what it was before. The representative offered me one year of daily print delivery for $300. I accepted this offer. I then received the bill and it was for $389.25, much higher. I called to request they honor their offer and they refused. This company has a predatory pattern of continually raising rates and making false offers. Im sure Im not the only one they have done this too.

  Business Response

  Date: 07/05/2023

   

  Thank you for contacting the San Diego Union-Tribune.

   We sincerely apologize for the experience you encountered with ***************** Please know that the issue will be addressed and corrected.

   Our records indicate that an escalation specialist reached out to ****************** on June 29, 2023 to inform him that a new rate of  $5.18 a week ($300.56 for 52 weeks) would be applied to his account, effective July 1, 2023, and his account will be paid to  October 9, ****. The call was not answered and the specialist left a voicemail..

  Weve tried reaching out to ****************** multiple times after June 29, 2023. However, our calls were not answered or returned. We have also communicated via  email.

  
  We hope we have addressed all of your concerns.
  
  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  

  
  

• Initial Complaint

  Date:06/11/2023

  Type:Billing 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 started receiving the Sunday edition 05/14/23, even though I never requested a subscription. I received a letter in the mail on 06/03/23 titled Acknowledgement of Subscription. Again, I did not request or agree to. I called customer service on Monday 06/05/23 and was told the subscription started on 05/14/23 by someone coming to my door. This never happened. I was told it would be discontinued. When asked about the billing per the letter received, I was informed zero balance, because it was paid in cash. Nobody came to my door and nobody started a subscription for me and paid cash. I was assured the subscription would be cancelled immediately and noted never to drop a paper in my driveway again. Yesterday I received a billing statement in the mail and today there was a paper in my driveway again. Another house on my street is having the same issue. This is a SCAM! Several months ago this sort of thing happened only a billing statement showed up in some other woman name ( who never lived at this address). After the third time of mailing the statement back to sender, I called customer service. I was told at that time someone came to the door. This is why I know this is a scam and it need to be stopped!

  Business Response

  Date: 06/15/2023

   

   Thank you for contacting the San Diego Union-Tribune.

  We sincerely apologize for any inconvenience this may have caused. Please know that the San Diego Union-Tribune does not condone the fabrication of unauthorized subscriptions. We have reported your concern to the Vendor and requested further investigation. We have also notified the local distributor to cease delivery of the newspaper. Please disregard any bill notices related to the subscription.
  
  

  We hope we have addressed all of your concerns.

  
  
  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

  Customer Answer

  Date: 06/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   (The Sunday edition was delivered to my driveway again, 06-18-23.)
  

• Initial Complaint

  Date:05/26/2023

  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.

  Was asked to register for a gift card and to get a Sunday paper for free. Was charged $24 for a subscription I dont want. I dont even read the newspaper and Im moving from San Diego. Embarrassed that I even fell for this.

  Business Response

  Date: 05/31/2023

  We sincerely apologize for this experience with our Sales vendor. Please know that the San Diego Union Tribune in no way condones misrepresentation in any form. We have reported this incident to the Vendor and we've requested that appropriate actions be taken to prevent this from reoccurring. 

  The account has been cancelled and we have requested that the ************* refund the $24 payment back to the credit card that was charged.

  Best,

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

   

   

• Initial Complaint

  Date:05/20/2023

  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.

  No newspaper delivery by the contracted distributor of the Union Tribune and ******************* to customers in the *********** area for 5 days. Calls to customer center handled by individuals with very poor english and/or american concepts of customer service resolution. As a consequence there was no real understanding of the problem and possible solutions. Highly untrained outside of rote recitals of faq scripts. No response to the actual problem of getting the newspaper delivered. Credit options on website are as you can imagine a joke. When will the credit be applied as the paper is billing in the future.No contacts by anyone.

  Business Response

  Date: 05/24/2023

  Dear ******,

  Our sincerest apology that your newspaper delivery has not been consistent.

  Please be advised that we are still experiencing a major work shortage in your area, and the delivery might be later than usual. 
  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 to start delivery as soon as possible. We have also credited your account for the missed papers. We will contact you with an update after we've had a chance to discuss the issue with the distributor.

  We thank you for being a loyal subscriber and supporting local, independent journalism.
  

   

  Regards,
  ******
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

   

• Initial Complaint

  Date:05/11/2023

  Type:Delivery 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 April 20, 2023 I moved to my current address, **********************************************************. I notified the San Diego Union of my change of address in a timely manner. For a few days (April 21, 22 and 23) the paper continued to be delivered at my prior address, **************************************************. I never received the newspapers April 23, 27, 28, 29 and 30. I have not received a single newspaper at my new address - or my old address in the current month. My subscription covers delivery from Thursday to Sunday. I have made numerous calls to their subscriber number and on Monday, May 11, I called the distribution center. In my calls to their regular subscriber number and the distribution center I kept getting the same excuses, they are having difficulty in hiring delivery persons, repeating my new address and promising to correct the problem. On my call on May 11, 2023, which lasted twenty-one minutes and thirty-six seconds I spoke with one of their supervisors. The call was made before the deadline to have a newspaper delivered the same day. I requested a replacement newspaper which was never delivered. I have yet to see a newspaper, including today. I want to point out that in my morning walks I see several other neighbors having a paper on their driveway; I have pointed this out to the people who I have spoken with and still ---- nothing. The newspaper does not understand we have a contract, I pay the monthly fees and in return I am entitled to receive a newspaper. I hope you can help solve this issue. Thank you,************************* ************ ***********************

  Business Response

  Date: 05/24/2023

   

  Dear ******,

  Our sincerest apology that your newspaper delivery has not started as scheduled to your new address.
   As you were previously informed, the distributor in your area is still experiencing a workforce shortage.However, since you indicated that your neighbors are receiving deliveries, we will reach out to the distributor to determine why delivery is not being made to your address as scheduled. We will contact you with an update after we've had a chance to discuss the issue with the distributor.

  
  We thank you for being a loyal subscriber and supporting local, independent journalism.
  
  Regards,
  ******
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

• Initial Complaint

  Date:03/15/2023

  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.

  My original complain #******** with SDUT was, supposedly, resolved and they were going to reimburse me on the next 5 business days. This was March 3rd. I accepted it as resolved, without knowing that they wouldnt comply. So they have not reimbursed me and not even contacted me. Again: this is a very well done scam on their part. They sent kids to ask for money to help them going to school and, as a result of helping the kid with money, I got a subscription of the San Diego Union Tribune. One that I never asked for and I never received the paper. They have been charging me $20 dlls a month ever since. I DEMAND action from the paper as soon as possible.

  Business Response

  Date: 03/17/2023

   

  Thank you for contacting the San Diego Union-Tribune.

  
   We spoke to ****** by phone on March 17, 2023, to discuss our previous communication regarding the refund of $144.56. ****** was informed the refund would be reissued in the form of check and mailed to his ****** address.
  

   

  We hope that we have addressed your concerns.

  
  

• Initial Complaint

  Date:02/28/2023

  Type:Product 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 have never bought a subscription to the San Diego Union Tribune, ever. I don't even live in San Diego. But I just realized that I've been charged around $21 USD every month since May last year! Obviously I've never even gotten the newspaper (and I don't want it). I've been thinking how they got my bank info and the only answer I have is: last year a young kid knocked my door asking for money to pay his school and I gave her $20 from my debit card. I'm guessing this was a scam by the *** Tribune because they are the ones benefited from this monthly transaction. I just want to cancel this pseudo-subscription and get all my money back. Thanks.

  Business Response

  Date: 03/03/2023

   

  We are sorry to hear that you feel you were scammed by our company.

  
   Our records show a print delivery subscription was started in May 2022, via door sale.
  The initial $20.00 payment paid for Sunday-Only delivery service with unlimited digital access and covered the subscription for 8 weeks (May 15, 2022- July 10, 2022). Our terms and conditions, indicate that the subscription will renew until you cancel. 

  However, since you stated you never intended to subscribe to our service, we have terminated your account, effective immediately, and a refund totaling $144.56 will be processed to the account ending in **** within 3 to 5 business days. 
  
  
  We sincerely hope we have addressed all your concerns.
  

   

  
  
  Regards,
  ******
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

  Customer Answer

  Date: 03/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Nevertheless, I would want the *** to stop doing this practice of sending kids to knock on doors asking for help for their studies and as a result of giving them money, suddenly we end up with a newspaper subscription we never asked. Please stop doing it. Thanks.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/17/2023

  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.

  On May 8, 2022 I signed up for a UT promotion for a digital subscripption for a year for $98. I already had an account and assumed the new account would replace the old one. On Feb 12, 2023 I was block out of my account unless I signed up for a new promotion. I called UT on Monday Feb 13 and compalined. I was told that I owed money on asecond account and they withdrew $28 from the $98 to pay the balance on the other account I did not know I had. This resulted in me losing over 13 weeks of digital access that was aprt of the 52 week agreement that I paid for on May 8. 2023. I want those weeks restored.

  Business Response

  Date: 02/27/2023

   

  We apologize for the confusion. Please allow us to clarify.
  
  Our records indicate on May 26, 2022, a $98.00 payment was declined by your financial institution; this would have covered your subscription from May 26, 2022, to May 25, 2023.

  Your account was then canceled due to non-payment on February 8, 2023, which resulted in a past-due balance of $69.80. Prior to the cancelation, your account remained active for 37 weeks (May 26, 2022, to February 8, 2023), for which you had not been billed.

  
  After further review, our records show on February 13, 2023, you started another account by taking advantage of an online promotion using a different credit card than the one used for your first account.

  
  The $98.00 gift card you purchased on May 8, 2022, was not redeemed until you made the request in February 2023. After redeeming your gift card, the past-due payment of $69.80 was settled on your first account, leaving a remaining positive balance of $28.20.

  Our records show on February 17, 2023; our escalation specialist informed you that the past-due balance was settled, and the remaining funds would be transferred to the most recent account that you started on Feb 13, 2023. The transfer request was escalated to our finance department and should reflect on your account within the next 3 to 5 business days.

  
  We hope that we have addressed your concerns, and we thank you for being a loyal subscriber.

  Customer Answer

  Date: 03/02/2023

  The UT's accounting ia wrong.  In response to their Mpther"s Day.promotion, on May 8, 2022 I charged $98.00 to my master card and it cleared on May 8.  At the time my account was paid up.  Why did UT wait until May 22 to   and submit the charge of $98.00?  My account should have reflected a $98.00.  Thus, I should have received the on-line paper until at leat until May 8, instead I was blocked out and had to start a new subscription to gain a access.

  They obvisouly don't want to admit they were wrong.

  **********************************, Major USAF Retired

   

   

  Business Response

  Date: 03/09/2023

   

  We are sorry to hear you disagreed with our response.

  Please allow me to reiterate the facts:

   

  The $98.00 gift card that you purchased on May 8, 2022, required redemption by you in order for it to be applied to your account  and this was not done. 

  The past due balance of $69.80 was your subscription charge from May 26, 2022, to February 8, 2023, because the account remained active, and the ENewspaper was accessed during that time, but payment was not received. 
  Our records show you started another subscription on February 13, 2023.

  
  Per your request, the gift card was redeemed on February 16, 2023. At that time, the past-due balance of $69.80 for the previous account was settled, and the remaining balance on the gift card was applied to the new account. 

  
  We sincerely hope our detailed account of the facts has addressed your concerns.

   

   

  Regards,
  *************************
  Escalation Support Specialist
  ********** Times - *********** Times / San Diego Union-Tribune
  
  

• Initial Complaint

  Date:01/19/2023

  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 subscribe to the digital only version of the San Diego Tribune and I have been a long time subscriber, generally renewing an annual plan each February. As I expected an upcoming renewal, I reviewed my account and discovered I had been billed $76.96 per month since last February, compared to $28.97 for the entire year through February, 2022 (invoice attached). I had not noticed the charges on my credit card previously. I called the customer service department on January 15, 2023 and the representative immediately informed me it was a billing error, and I should have been renewed at $76.96 for the year, beginning February 2022 and ending next month. She explained I would receive an email from the billing department within ***** hours. I asked why they had not previously notified subscribers if they were already aware of the error, but she had no response.I did not receive any communication within that timeframe and called again, on January 17, 2023. I requested a supervisor. The supervisor explained they were located at a call center in *************** and that they had sent a message to the ****************** when I first called, but they received no response. He told me he would email them again and would ask them to call me within 48 hours. As of end of business January 19, 2023, I have had no further communication from them.I find it unconscionable that a large corporation can make a billing error of this magnitude over such a long period, then fail to actively remedy the error after identifying it and ignore its customers after they reach out.

  Business Response

  Date: 02/07/2023

  We have reviewed ******************************* account and have processed refunds totaling $923.52 on February 3, 2023.

  We contacted ****** by phone on February 6, 2023 to inform him of the refunds and confirmed the cancelation of his account.

• Initial Complaint

  Date:11/15/2022

  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.

  On the dates below, The Tribune and ** Times debited my bank account with THE FOLLOWING UNAUTHORIZED CHARGES...LA TIMES: 6-10-22 $19.49 (MXJWNC2) 7-28-22 $20.00 (MXJWNC2) *TOTAL $39.49 SDU Tribune: 6-16-22 $20.00 (HZWZY95) 8-11-22 $20.00 (same as above) 9-22-22 $19.49 (same above) 11-3-22 $19.49 *TOTAL $78.98 Total charges debited to my account at ***************** Union, ********* ** (#******) $118.47!!I called their customer phone number at ************** and was told they could not find an account under my phone number, therefore could not help me.Please advice,Thank You!**************

  Business Response

  Date: 12/05/2022

  We apologize for the delay in responding as we were waiting for a call-back from the consumer.

  Since our ************ was not able to locate the charges in question using the initial documents submitted, we have made several attempts were made both by email and phone, to contact ************** and obtain additional information. Unfortunately, she has not responded to any of our attempts.

  We would appreciate if ************** would please call the number that was left on the voice mail or provide us with another phone number if necessary. 

   

  Thank you!

   

   

   

   

  Customer Answer

  Date: 12/07/2022

  I have contacted them twice each time the email they provide DORS NOT EORK I keep getting "Failure Demon..unable to send" 
  They should already have copies of my bank statements!!

  Business Response

  Date: 12/08/2022

  While we did receive credit card statements from **************, the ************ requires the first 6 and last 4 digits of the card number that is being charged so they can perform a thorough search. This is the information that was requested in the first email on 11/29.

  ************** has successfully contacted ** by email @ ******************************************** and can send the requested information to that same email address.

  We are as anxious as ************** to get this issue satisfactorily resolved.

   

  Thanks