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Business Profile

Newspaper

Orange County Register

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 61 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2024

    Type:Product Issues
    Status:
    Resolved
    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 was contacted by the OC Register to ask me to renew a subscription that I was going to let lapse because I was not to happy with the company. The agent offered me a good deal to renew for 52 weeks with some perks. In the end, I have been charged too much and the perks were not delivered. I emailed OCR for resolution. I got an email stating that my credit card will be refunded the proper amount. There was no mention of the $10 gift card. To make matters worse, I was only given a 36 week subscription. Furthermore, when I checked my credit card statement, there were no credits. The OC Register seems to be more if a scam/ponzi scheme then a business.

    Business Response

    Date: 10/17/2024

    Mr. ******

    Thank you for contacting us via the Better Business Bureau portal.

    In review of your account, I see that you contacted our customer contact center last week and at that time your account was credited to reimburse the Premium Edition charges on your account. The Premium Editions re the glossy magazines that we offer. We do not bill separately for these, and the charges will shorten your subscription dates. This is something printed on all out renewal invoices. I have opted you out of the Premium Edition charges for all editions going forward.  

    In addition, a second gift card has been requested. Cards are sent via email and depending on your email security level, sometimes cards end up in the Spam or Junk Email box.  

    With the adjustments made to your account and with the payment you made on 10/7, your subscription is now covered through date 11/8/2026

    Please reach out to me directly with any questions on this matter.

     

    Regards,

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

    Manager of Customer Relations

    email: d*******@scng.com

    Customer Answer

    Date: 10/17/2024


    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,

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

     

  • Initial Complaint

    Date:09/24/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    This is a service issue. I did not receive my newspaper on Sept 19 and 20. I called and was told my paper would be delivered on Monday it was not. I called Mon. And was told it would be delivered on Tuesday it was not. I called and was told it would be delivered same day. It didnt come at 2 pm I called and was told it would be delivered in 40 min it was not delivered.

    Business Response

    Date: 09/25/2024

    I am sorry to learn of the delivery failure. I have escalated this to our delivery team and have asked the missing papers to be delivered this morning. 

    In addition, I have added a 30 day credit  to your account. Please accept my apology for all inconvenience caused by this. 

  • Initial Complaint

    Date:09/19/2024

    Type:Billing Issues
    Status:
    Resolved
    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 canceled my digital subscription in June 2024. I received a call on 8/25/2024 with an offer from OC Register to renew my subscription for $1.00 for 6 months or $2.00 for a year. I accepted the $2 for a year. Since then, I have been charged the $2.00 followed by 0.31 cents DAILY since! I NEVER approved this rate!! I have attempted to cancel several times. Initally, I attempted online but there was NO existing account! I notified ********. On 9/12 I called OC Register and was told that "I accepted" their rate which was a total lie! I asked them to listen to the call! I have not received any follow up from them since the call and my CC still is being charged the 0.31 cents daily.

    Business Response

    Date: 09/27/2024

    **** *********,

    Thank you for contacting us via the Better Business Bureau Portal.

    In review of your account, I found that yes, you did accept the terms of an offer made to you by our Telemarketing agent on 8/25. Your payment made at that time in the amount of $2.00 was applied to a balance left owing from your previous subscription which stopped on 8/16.  The negative balance was a result of a payment chargeback in the amount of $14.00 which you placed through your bank.  With that said, the 31 cent charges are being charged until the full balance left owing were collected. The last charge occurred on 9/13, the same day you called and spoke with one of our customer service agents and had your card removed from future payments.  Your account has a negative balance of $8.63 at this time and a closing bill will be issued.    There is no refund owed.  

    Customer Answer

    Date: 09/27/2024

    That is not true!!  I DID NOT owe a balance as I called due to your fraudulent charge after I had already cancelled the subscription in June!  My card was credited the $14 by ******** after they reached out to you in July.  Now, you want to reverse that credit just because I agreed to a new subscription at $2 for a year????   This sounds pretty corrupt!!!  I AM owed a REFUND!  I will tell everyone I know about this horrible experience w/ the OC Register!

     

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

    Business Response

    Date: 09/27/2024

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

    The charge back that you initiated did cause your account to go into an arrears status.

    To bring closure to this situation I will refund the 11 charges of .31 cents each + the $2.00 paid.  Total amount to be refunded is $5.41 

    Customer Answer

    Date: 10/03/2024


    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,

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

     

  • Initial Complaint

    Date:09/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Our newspaper delivery person continues to throw the paper under our car. This happened on August 27, September 3, and September 10. We have a Suburban and it is difficult to get the paper from underneath this large car. I have to get a rake and go on my hands and knees to get the paper from under our car. We have a large driveway with plenty of space so there is no excuse for this. Our driveway also has a motion detector light so the person can see where they are throwing the paper. I have called about this on August 28, September 5, and September 10. They tell me they will escalate it, but that doesnt mean anything because nothing ever changes. We pay a lot of money for this paper. We canceled before because of this issue and then we tried the OC Register again. This problem continues to happen. We are considering canceling again.PLEASE resolve this!

    Business Response

    Date: 09/18/2024

    Thank you for contacting us via the Better Business Bureau portal.

    We contract delivery of the newspaper to a third party distribution company and a clear message about the actions of the carrier have been sent our distribution team. The carrier will be asked to deliver the paper each day on the driveway, but not in a manner that allows the paper o slide under your vehicle.. 

  • Initial Complaint

    Date:08/28/2024

    Type:Order Issues
    Status:
    Answered
    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 am not sure why I am getting a Past Due notice from the Orange County Register. I did not renew the subscription and let it run out because we no longer afford the subscription for another year due to the fee increase. I already paid for the prior year subscription in full and had no intention of renewing, yet I am getting a bill now for $44.35. Is this how the OC Register conducts business? By auto-renewing subscriptions and then sending out past due notices?

    Business Response

    Date: 08/29/2024

    Chec *****

    Thank you for contacting us via the Better Business Bureau online portal. Our subscriptions are ongoing, until we hear otherwise, which is printed on all our collateral pieces. because we never heard from anyone requesting cancellation, the subscription continued. In review of the subscription I see this very same thing happened last year, at which time we issued a refund to you. 

    AS a courtesy I have adjusted off the balance left owing on your account in the amount of $38.40. You account now reflects a zero balance.

  • Initial Complaint

    Date:08/27/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Canceled paper 7.30.2024, i had paid for the full year $285.10- I want my money back it has been long enough

    Business Response

    Date: 08/28/2024

    ******************,

    A payment in the amount of $285.10 was received on 6/27/2024 and your subscription was stopped on 7/30.

    A request for refund of the remaining balance in the amount of $227.44 has been submitted to our finance team.

    A check for the remaining balance will be issued and mailed to the address on Orange Ave.

    Customer Answer

    Date: 09/05/2024

    It isnt resolved. I havent received my money which by the way should be$233.44. They have said I would be getting my money. Alls they do is Talk. 

    Business Response

    Date: 09/05/2024

    A refund check in the amount of $234.65 was mailed on August 28th.

  • Initial Complaint

    Date:08/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Paid for a full year 52 weeks subscription of the register. Twice weve received notice that our subscription is up, due to rising gas price. They want to shorten the subscription and have us start and pay for a new one. I called and they said they were given us a one-time courtesy to extend it one month. The register is cheating us out of what we have paid for.. nowhere was it in writing that said they have the right to change the amount of time we will be receiving our paper due to rising gas cost. We paid for a full 52 weeks and they keep trying to cut it back and have a start a new subscription.. we have opted out of any special additions. Therefore we should be receiving the paper for a full 52 weeks. I have explained this on the phone to them many times.. the register subscription has gotten very shady!!!

    Business Response

    Date: 08/21/2024

    Thank you for contacting us regarding your OC Register subscription.

    An adjustment has been applied to your account to reverse the surcharges, which shortened your subscription term. That expiration date has been changed and is now 9/26/2024.

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 was charged for the Sunday paper for 2yrs and I have never received a newspaper from the OC register

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 had an online subscription to the OC Register, for which the last date I made a payment was February 10th, 2021. Since that date, OC Register has attempted to charge my card for my online subscription fee despite that card being blocked and their transaction denied. I am certain that I cancelled my subscription back in 2021, although conveniently this isn't reflected anywhere, including online, as they don't allow you to cancel your subscription online nor do they keep your billing records online for you. I called today and paid the belated subscription fees and told them to cancel my subscription. They assured me that they cancelled it, but I checked my account and they just pushed my cancellation date to October and it says I have an upcoming bill. The OC Register appears to have some shady business practices. They keep your billing history inaccessible online, they don't have an online cancellation option, and they will continue to rack up debt on your behalf by continuing to charge you even after the payment method fails.

    Business Response

    Date: 07/09/2024

    In review of your account, I found that we received no commuication from you with a request to cancel prior to yesterday 7/8/2024 at which time you cancelled your digital subscription. 

    The agent honored your request to cancel immediately, and not in October. In addition you provided a payment for the past due balance of $41.79,  No refund is due. 

  • Initial Complaint

    Date:06/04/2024

    Type:Product Issues
    Status:
    Resolved
    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 randomly began receiving a Sunday paper from OC Register in March 2024. We assumed it was just coming to the wrong address and didn't think much of it. Since the address is not on the newspaper, I wouldn't be able to find the correct neighbor to give it to, so have just been tossing them. Today, 6/4/24, we received a "Final Notice" for payment, even though we have not previously received anything indicating that the subscription started, let alone that we owed money. The address on the bill is correct but the name is nobody we've ever heard of, nor is it a neighbor we know or a prior owner of the home. I called customer service to clear this up, and the representative said he understood and immediately launched into an offer about, even though I didn't want the paper, we were getting a great introductory deal and would we like to continue the subscription. I obviously said no and asked if the charges could be waived since this was obviously some sort of mistake, and he said no, we should have called right away. While that *** be true, I should have called them, the response leads me to believe that this is a scam being run by OC Register to pray on those too busy or lazy to take the time to call and cancel right away. Even if it's not a scam, and just some random stranger started me a subscription, I should have received some indication from OC Register in the mail that a subscription had been started at our address, so that I would have been more aware of the situation.Thank you

    Business Response

    Date: 06/05/2024

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

    Thank you for writing and proving this information

    Will you please provide the address the paper is being delivered to, so that I may correct the error and resolve the issue with the outstanding amount tyou are being billed for.

     

    - *************************

    Customer Answer

    Date: 06/05/2024


    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.

    In response to their request, the address is *******************************************. The fake/wrong name on the account was ******************. As far as correcting the billing, I already paid because the customer service rep told me I had no choice. Let me know if a refund is possible.

    Regards,

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

     


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