Complaints

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:07/09/2024

  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.

  I have requested the removal of an old article with my name in it that said I was arrested for committing a crime. This has hindered my life and caused me pain and suffering.

  Business Response

  Date: 07/10/2024

  July 10, 2024
  
  ***************************
  834 PO ************** ** 80642
  Daytime Phone: **************
  E-mail: *************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************** and his request to remove an article that included his name from the Pueblo Chieftain. Our newspapers are governed by an editorial policy that does not allow the removal or alteration of articles or other editorial content that was accurate at the time it was published. The managing editor of the newspaper determines if an update of editorial content is appropriate. This includes mentions of your name or your photo. Information that is lawfully made available from federal, state or government records that is included as part of our editorial content is not considered personal information and will not be removed.
  
  The following website has instructions on how to request editorial content removal  ************************************************.
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21963626
  
  I am rejecting this response because: in your resolution you provided a link to your parent company Gannet. Their link stated that I am to contact the editor of the news publication that printed my information (You). This is evidenced by the attachment that I have forwarded to the BBB. I ask you to please remove the content that mentions my name. Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  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.

  I have not received my newspaper for over 10 days. I call to report and I am told it will be delivered by 11 am. I dont receive at that time. Nothing has been done. I am told I will get an extension. I paid for the paper not for extensions.

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  ***************************
  *********************************
  Pueblo, CO 81003
  Daytime Phone: **************
  E-mail: **************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed.  Carriers are held accountable when the proper complaints are placed on accounts.
  
  ********************** account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:10/18/2023

  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 cancelled my subscription on the phone back in April (they do no allow you to cancel online), but have been continued to be charged each month. I just called again to straighten it and they said they had no record of my call last spring or any attempt to cancel. This is patently false, as I definitely spoke with someone then and was assured my subscription would be cancelled. I was told today that not only would they not refund me for the months I have been charged in error, but that I still have an unpaid balance. They told me that they would cancel the subscription now, but that is exactly what I was told months ago. I asked for something in writing this time. They said they would follow up with an email, but I have not received anything yet to confirm the cancellation.

  Business Response

  Date: 10/19/2023

  October 19, 2023
  
  ******************************************
  *************
  Pueblo, CO 81003
  Daytime Phone: ************
  E-mail: *******************
  
  Complaint  #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************************************** and her eNewspaper subscription to the Pueblo Chieftain. Per *************************************** request, the account was stopped on 10/19/2023. We requested that the incoming calls be pulled and after a review of the calls, which are recorded, found that *********************************** did in fact call on 6/18/2023 and was told that the account would stop on 6/24/2023. Unfortunately, due to human error, the account was not stopped properly on that date. We did in fact charge her credit card 2 additional times after her paid-to date of 6/24/2023 and have now requested a refund in the amount of $19.98 to be issued. The refund will be coming back by check as the account no longer has a credit card on file after the stop.
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 10/19/2023

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

• Initial Complaint

  Date:06/07/2023

  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.

  I have cancelled my digital subscription in April, and continue to receive billing for digital subscription.

  Business Response

  Date: 06/14/2023

  June 14, 2023
  ****************************************
  3000 Wedgewood Dr #****
  Pueblo, ** 81004
  Daytime Phone: **************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************************* and his eNewspaper subscription to the Pueblo Chieftain. Per his request, her account will stop immediately and the past-due balance of $13.53 will remain. There are no prior cancelation requests documented on his account. This must be completed with an agent via phone. ******************************* was not charged again due to his credit card being declined for unknown reasons each time we attempted to collect payment for the subscription he purchased. 
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20152325
  
  I am rejecting this response because:

  I have submitted written cancellation twice, first on April 7th, before the renewal, and there should be no balance.  I received notice that it was received on April 7th.  I am not available to talk to your retention department.  I am only required to notify you of cancellation.

  Waive any balance that occurred after April 7th.

  If you continue to attempt to bill this amount despite my written cancellation, I will be talking to the ******** ************************* and making a consumer complaint about unfair business practices.

  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:04/25/2023

  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.

  I have yet to receive the Pueblo Chieftain since April 7...I signed up for the paper when I moved to my house in Pueblo on March 24 and I am trying to get the paper delivered to my home. I have called and called into customer service and is all I get is the run around. They say they are going to escalate it to the District manager and they would respond. But no response. I have called in three times and have gotten the same answer all three times. Is all I want is my paper to be delivered to my house. It can't be that difficult as was getting it for like 10 days and then it stopped. I get two other papers delivered every day, so no reason to not the Chieftain delivered. Every time I call in, they say I don't have an account and then they find it. Please help me resolve this and get my paper I am paying for delivered. Thanks--

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  ***********************************
  5340 Gannet Ln
  Pueblo, ** 81008
  Daytime Phone: **************
  E-mail: ************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************** and his delivery concerns. We have searched for a Pueblo Chieftain account using the information provided in this complaint and cannot locate an active account.
  
  ********************** is encouraged to check his credit card and/or bank statements to ensure he has not been charged; he would have also received a confirmation email listing his account number. If a completed charge is present, we ask that he provide the statement in PDF format including the last four digits of the card used as well as the expiration date. He is also able to respond with the account number from his confirmation email.
  
  This could be the reason he has not received a paper. We ask that he provide his previous address to verify a subscription was not started at the incorrect address.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

• Initial Complaint

  Date:04/14/2023

  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.

  The issue of my complaint is not getting my paper daily by mail. I have called the ************ number several times. The told me that they would solve my problem. This hasn't fixed the problem. All I want is tp get my paper daily on time. I have been a customer for several years.

  Business Response

  Date: 04/19/2023

  April 19, 2023
  ***********************
  ************************
  ***********, ** 81144
  Daytime Phone: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and concerns about his mail delivery. When a route is moved to mail delivery, it then becomes the responsibility of the mail carrier to deliver the paper. We deliver the papers to their location and they disperse as they see fit. Due to this, there are times our subscribers will receive more than one paper in one delivery. We encourage ************** to communicate with his local post office for more assistance. I have asked a District Manager to investigate the matter as well and correct any issues as needed.
  
  All our subscriptions include full access to our website, e-edition, and apps.  If a subscriber does not receive scheduled delivery of a print ************* access to the e-edition, an exact replica of the print edition continues.   
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

• Initial Complaint

  Date:03/17/2023

  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 not received a paper delivered since Dec. 2, 2022, The money $192.00 was taken from my checking account on December 1, 2022 I have received 4 papers in this amount of time. I would just like my money refunded .

  Business Response

  Date: 03/31/2023

  March 27, 2023
  *************************
  **************
  Pueblo, CO 81005
  Daytime Phone: **************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her refund. All subscriptions are nonrefundable, and each request is subject to approval; there are circumstances if the criteria is met, a refund is granted. Therefore, ****************** did not receive a refund at the time of cancellation. A check in the amount of $169.00 was processed and mailed on 3/20/2023; this is the amount that remained on her account at the time of termination. This can take up to 45 days to receive via USPS.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

  Customer Answer

  Date: 04/03/2023

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

  The resolution from The Pueblo Chieftain is satisfactory to me.  Providing I do get a check.  I didn't know for sure how to do this online.  Would you be so kind as to let me know that you received my answer to the resolution.  THANK YOU VER MUCH!!!

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

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

• Initial Complaint

  Date:02/23/2023

  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.

  Since December 4, 2022 until present February 22, 2023 I have received four newspapers which of the four, two were placed in my driveway (ran over) two in the street underneath the newspaper box and also ran over. LAZY! Worst of all when you call to complain *************** you are directed to *************** where some speak good English and some not so good. I call the number every day( except Saturdays) no delivery. on seven occasions I call and talk to a operator because they do not forward the due date on the account. The worst of it though is they charge me for no service. On February 14, 2023 my account had a balance of $97.05, as of February 22,2023 my account is $82.43. Crooks!!! There is no way to talk to anyone local so you have to call every delivery day and report it so they will rectify problem and sometimes that don't work. I did receive a letter from *************************** Distribution Manager saying due to carrier acquisition challenges and process changes they will move delivery time to 10:00 am. I received that letter on 1/30/23. They are owned by *******. **************** Apparently not a very trust worthy company.

  Business Response

  Date: 02/28/2023

  the complaint is legit we do have carrier issues and the number he calls is the correct # he may be able to get a better response replying to the email he said in the letter as ****** is the distribution manager and told me about the issue at hand I do not even have contact for billing customers but i will try and reach out to see if someone can can him back in the billing **** to resolve the issue...unfortunately its not back in the day when i was a a paper carrier and porched every paper we do not have that policy any more good carriers will go the extra mile someone just trying to earn a pay check id you get what you get hopefully this issue is resolvable

   

  Thank you

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

  production manager

  The Pueblo Chieftain

• Initial Complaint

  Date:02/21/2023

  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.

  I have been a customer of the ********************** chieftain for over 25 years. We stopped getting the paper at the end of December they had a delivery driver that they just quit paying. They are not interested in a paper delivery in **************** area. I called multiple times and never could get in touch with someone in Pueblo. The phone goes to a call center out of the country. There answer was to go online or get in the mail. Who wants to get a paper in the after noon when we always got the paper at 5:00 to 6:00 A.M. in the morning. This paper will probably be closing its doors it is just a shame that they don't seem to care about their customers.

  Business Response

  Date: 03/04/2023

  *********************************** is who you need to talk to he handles circulation and transportation **************************  hard to deliver papers when nobody wants to work  or keep calling the ******** # and leave a mesaage

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19433853
  
  I am rejecting this response because: They do have a have a person that would deliver the paper.  That person is ******************* they just quit paying him and ** can't do it for free.  They just refuse to let him deliver it I don't know why.  He was actually doing the work for ****** before they quit paying.  
   
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/31/2023

  March 27, 2023
  ***************************
  ******************************
  **************** 81063
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his delivery. Based on his information he spoke to an agent due to a letter he received that his delivery will be moved to mail delivery, carried by the ***** for this reason, he terminated his account on 1/31/23. Despite the willingness of his previous carrier to deliver the paper, ********************** route among others was terminated and offered mail or digital delivery.
  
  We are not able to grant ********************** requested settlement of delivery, as it is no longer available in his area.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19433853
  
  I am rejecting this response because: They have a carrier in the area they are just choosing to quit delivering in this area.  what a joke of a company.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/20/2023

  April 19, 2023
  ***************************
  ******************************
  **************** 81063
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received ********************** rejection from your offices. We made the decision to downsize routes throughout our publications. ******************** may subscribe to the eNewspaper, or he may opt for the paper to be delivered by his mail carrier. These are the only options available to him if he does not want to purchase the paper at one of our single-copy locations.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

• Initial Complaint

  Date:02/03/2023

  Type:Delivery 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 been a Pueblo Chieftain customer for 35 years. Within the past three months, I have not received a newspaper. My account is automatically paid through my checking account. I have called routinely every morning to let you know that once again I have not received my paper. It's very frustrating that it is not possible to speak with a live representative and that everything has to be done through a voicemail process. I have no idea who my carrier is, and I'm unable to reach the person responsible for the delivery of the paper. I have left several voicemails with the District Distrubution Manager ***********************************. ****** never responds to any messages left. Your customer service business practices are severely lacking, and this needs to be resolved. It would not be my preference to cancel my subscription, however I expect to be reimbursed for the papers that I have paid for but not received. I am filing a complaint to The Pueblo Chieftain.

  Business Response

  Date: 05/02/2023

  March 2, 2023
  ***************************
  9 **************
  Pueblo, ** 81005
  Daytime Phone: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  ********************** account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns. The last complaint was lodged on 3/29/23, we believe that the ongoing delivery issues have been resolved. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you.
  

  Customer Answer

  Date: 05/05/2023

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