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:03/28/2025

  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 received my reminder card in the mail for new subscription for the year. I called a week before cancelling subscription. They still charged me anyway. They have not yet reimbursed me. I've called a couple of times and they say I will get my refund in about 2 weeks. They are not delivering my paper or e mail but they can't refund my 611 dollars. It shouldn't take this much time for me to get my money back!

  

  Business Response

  Date: 04/02/2025

  April 1, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Hartford Courant subscription.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your former subscription, it seems you had requested a cancellation which is effective for March 20, 2025. Your refund has been processed dated March 31, 2025 in the amount of $609.65 associated with your last  payment. In the interest of fairness, due to your feedback and request, I have processed a second refund in the amount of $1.35 in order for your full refund of $611.00 can be processed back to your bank account charged.  Please allow 10-14 business days for this refund to be received due to standard processing times associated with all refunds. 
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to ******************* Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

  
  

  Customer Answer

  Date: 04/02/2025

  I just received my refund late yesterday from the Courant. Thank you for looking into this.

• Initial Complaint

  Date:03/18/2025

  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 a standing order with the Hartford Courant to deliver to me the morning paper. Last week was the 4th consecutive week with no paper!! I call almost every day when they don't deliver. They always promise me a redelivery of paper that day......I'm still waiting!!! I need help with this problem Thank You

  Customer Answer

  Date: 03/29/2025

  After still not receiving paper after numerous calls. It seems they will lie and tell you what you want to hear and that's it!!

  Customer Answer

  Date: 03/29/2025

  After still not receiving paper after numerous calls. It seems they will lie and tell you what you want to hear and that's it!!

  

  Business Response

  Date: 04/01/2025

  April 1, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Thursday thru Sunday print and 7 day digital Hartford Courant subscription. 
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed but I have processed additional credits to your subscription which have extended your paid thru date accordingly. Customer Service will be contacting you directly within the next 7-10 business days to confirm your Thursday thru Sunday newspapers were received as scheduled.
  
  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center
  

  

  Business Response

  Date: 04/01/2025

  April 1, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Thursday thru Sunday print and 7 day digital Hartford Courant subscription. 
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed but I have processed additional credits to your subscription which have extended your paid thru date accordingly. Customer Service will be contacting you directly within the next 7-10 business days to confirm your Thursday thru Sunday newspapers were received as scheduled.
  
  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center
  

  Customer Answer

  Date: 04/01/2025

  
  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,
  
  **** ******

  Customer Answer

  Date: 04/01/2025

  
  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:03/12/2025

  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.

  I have been getting the Hartford Courant for years but I have had to call to actually get the paper delivered consistently for the past few years. At one time I had a number of a person in the ****** ****** and our delivery problem seemed to be resolved. Now the only contact available is by talking to someone in the ***********! I am told over and over a manager will call me back but that never happens. I am going to be canceling the paper as this problem is never fixed. I paid my bill but I do not receive the newspaper consistently!

  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Hartford Courant subscription. Thank you for being a long time subscriber.
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area of which your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed by Customer Service of which extended the paid thru date on your subscription. Also, in the interest of fairness due to your dissatisfaction, I have processed two weeks of delivery service which have extended the account's paid thru date accordingly.
  
  Thank you for speaking with this week to obtain further feedback and confirm your deliveries are being received at this time. I did review your account again to see the additional delivery complaints for March 27th and March 28th so this will be reviewed again with your local Distributor for assistance.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center
  
  
  

  Customer Answer

  Date: 03/31/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/10/2025

  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.

  I subscribed to the Hartford Courant on February 11,2025 they were running a six week special I was to receive the paper on Thursday and Sunday. Also included was an epaper which I did not want nor do I read. I wanted an actual paper. I have called 4 times twice I spoke to a Supervisor. To date which is March 8,2025 I have never received even one paper which when I called customer service they said they would take care of it. At this point I just want my money returned which I paid $19.80. Also sent an email to the circulation manager and never heard from. I have been trying to contact them all week and cannot get through. Apparently there is a real problem at this paper because you can’t reach them this week was the worst.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Thursday and Sunday print and 7 day digital Hartford Courant subscription. 
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed but I have processed additional credits as the last complaint reflected on the account was February 20, 2025. As per our phone conversation, per your request, I have processed a full refund of your last payment in the amount of $19.80 which will be applied back to your credit card charged within the next 7-10 business days due to standard processing timeframes. You agreed to retain the subscription for the next 1-2 weeks of complimentary Thursday and Sunday with 7 day digital access to see if the newspapers can be delivered as scheduled each week. I have scheduled a callback next week to confirm the newspapers were received and review with you as to how you would like to continue with your Hartford Courant subscription, going forward.
  
  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center
  
  
  
  
  
  

• Initial Complaint

  Date:02/25/2025

  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.

  I have been a life long subscriber to the Hartford Courant. I am supposed to get the paper version delivered 7 days a week. Per the Hartford Courant, most papers should be delivered week day by 6:30am and on weekends by 7:30am. I have complained numerous times to the Courant that not only am I not receiving the daily paper most days, that when it does come, its not timely. This has been a consistent problem and the Courant does not care. Your only answer is to go online and request redelivery or ask for a credit. If you ask for redelivery, it doesn't come and you have no option for a credit. If you ask for a credit who knows if you get one as there is no transcript provided as to delivery. This is a synopsis of the past 2 weeks which is not atypical. Sunday and Monday paper delivered on Tuesday. No Tuesday paper on Tuesday. Tuesday delivered on Wednesday with Wednesday's paper. No papers Thursday or Friday. Paper Saturday and Sunday late am. No paper Monday or Tuesday. Numerous complaints filed. The Hartford Courant has no customer service that is effective. The carrier network is horrible. They don't care about delivery because the Courant doesn't value paying the carrier. All I want is what I paid for. Not a credit, not to review the digital issue, not to read my paper at night, not to read it two days later if at all, just what I paid for.

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Hartford Courant subscription. Thank you for being a long time subscriber.
  
  The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed by Customer Service of which extended the paid thru date on your subscription. Also, in the interest of fairness due to your dissatisfaction, I have processed two weeks of delivery service which have extended the account's paid thru date accordingly.
  
  Customer Service will be contacting you directly within the next 5-7 business days to obtain further feedback and confirm your deliveries are being received to your satisfaction.
  
  Also, subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (“Terms”). To opt-out please see the Terms. The most up to date version is always available at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 03/12/2025

  Hello thanks for the follow up to the Hartford Courant.  I am a 7 day a week paper subscriber and  I have received the Courant on March 8-11, the longer stretch in months, so we'll see how long this lasts. My complaint wasn't about isolated incidents but weeks and months of sporadic service where no paper for days and then back papers, or just no papers period.  I could count on one hand timely delivery in the morning so gave up on that.  This was followed up by calls and constant use of their automated options for missing delivery.  Your options are redelivery or a credit but I learned quickly that redelivery meant no paper period and no options for a credit if that was your selection.   As for timely morning delivery, that went with whether a paper even came.   So we'll see how this works out.  My fellow neighbor two doors down has had the same issue but I am glad they responded.  

• Initial Complaint

  Date:02/25/2025

  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.

  For the six month period from July 2024 through December 2024, the Hartford Courant billed me 7 times for my premium digital subscription at a rate of $34.00 each payment. In January and February 2025, the Hartford Courant billed me $44.00 a month. According to the Hartford Courant's website, the "renewal rate" (the regular rate after a six month period at a reduced rate) for a premium digital subscription is $6.99/week. Annualized, that would be 12 x $6.99 = $363.48, or $30.29/month. So for the last six months of 2024, I paid $34 x 7 = $238 / 6 = $39.67/month; and for the first two months of 2025 I paid $44 a month. When I called customer service, they tried to convince me that I was paying more because I was a regular customer and that my rate has increased but the present renewal rate is less than it was 8 months ago. I find this implausible. I believe that the Hartford Courant has been consistently overcharging me since (at least) July 2024.

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Hartford Courant digital only subscription.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your former digital only subscription, it seems you had requested a cancellation which is effective for March 13, 2025. In the interest of fairness, due to your feedback and request, I have processed a refund of the requested amount of $104.24  back to your credit card charged. This is the difference in your initial new start subscriber rate from dates of service September 26, 2024 thru March 12, 2025. Please allow 10-14 business days for this refund to be received due to standard processing times. The new start offer reflected online is for new subscribers and your account is a continuous subscription that may be cancelled at any time. To cancel or make changes to your subscription, you must call us at ###-###-####. We do not accept written correspondence sent by **** **** or otherwise. You will be charged for any service prior to cancellation. Future prices may be higher. We reserve the right to increase rates at any time. You will be notified in advance of any change in rates. Terms and conditions are reflected online and on all correspondence and bill statements.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to www.tribpub.com/tc. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center
  
  

  
  

• Initial Complaint

  Date:02/25/2025

  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.

  My mom ******** ******** is 93 years old and subscribes to the Hartford Courant. The delivery person just does a drive by throwing the newspaper out his/her window at the end of the driveway. At 93 years old my mom cannot go out of the house to get the newspaper. Numerous phone calls have been made to the Courant yet nothing is rectified. Conveniently the Courant only allows subscriber complaints by phone so there is no email or "paper" trail of previous complaints. Based on what we are experiencing, the Courant couldn't care less about customers. Astonishing considering how newspapers are fighting to survive. Step up to the plate Courant and resolve this issue.

  

  Business Response

  Date: 03/18/2025

  
  March 18, 2025

  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Hartford Courant.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing this subscription, the delivery instructions have been updated to reflect to deliver "below the mailbox". As the standard delivery location for all deliveries is to the driveway this circumstance is considered a special request and will need to be reviewed with the local Distributor for assistance. Customer Service will contact you within the next 5-7 business days to provide the proper delivery expectation for this account and advise as to how you would like to proceed once Distributor has advised of delivery expectations.
  
  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:02/21/2025

  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.

  It is IMPOSSIBLE to cancel a subscription. They are blatantly scamming subscribers.

  

  Business Response

  Date: 03/05/2025

  March 5, 2025
  

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Hartford Courant.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  After reviewing your former digital only subscription, your account was cancelled the same day it was started on February 22, 2025. A full refund of $1 was processed back to your credit card charged. This refund will be processed and received within the next 30 days due to standard processing times. Please be advised that all digital subscriptions are continuous and may be cancelled at any time. To cancel or make changes to your subscription, you must call us at ###-###-####. We do not accept written correspondence sent by **** **** or otherwise. You will be charged for any service prior to cancellation. Future prices may be higher. We reserve the right to increase rates at any time. You will be notified in advance of any change in rates. 
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer tow. ****************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Hartford Courant charged me for subscription after I had already cancelled and had fulfilled subscription requirements

  

  Business Response

  Date: 02/18/2025

  February 18, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled Hartford Courant 7 day print and digital subscription.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, it seems your account was cancelled effective January 24, 2025 and your automated payment processed prior to that date on January 22, 2025. A refund of the remaining balance was processed on February 7, 2025 back to your credit card charged in the amount of $72.80 even with our refund policy. Usually any cancellation would take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.  Due to this payment timing associated with the automated payment a refund was processed which would be applied back to your credit card within 21-30 business days associated with our standard processing times.

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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 asked the Hartford Courant to remove me from their mailing lists multiple times but they keep sending me trash every Thursday. PLEASE STOP THIS!!!

  

  Business Response

  Date: 02/04/2025

  February 4, 2025

  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Hartford Courant.
  
  The information you provided within this BBB Complaint and your feedback is being reviewed and proper course of action will be taken, if needed.  The local Distributor has been advised to stop all free deliveries to your residence and your mailing delivery address designated as "Do Not Deliver" in our system.  Please allow 10-14 business days to all papers to finally stop being delivered to your residence due to standard processing times in place at this time for all papers associated with the Hartford Courant.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center