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:04/10/2023

  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.

  On March 13, 2023 I called Hartford Courant to cancel Account #**********, this was done successfully. At that time I noticed another open account #*********. I asked about the unauthorized account and was told by the rep that I would have to wait 24-48 hours. I called again on March 16, 2023, received the same response. On March 20,2023 sent an email. I received a digital reference #********* but again was told the first account was cancelled and I would have to wait for account #********* to be stopped. I sent a second email on March 23, 2023, referring to the dig.ref.#., no response. On March 28, 2023 I sent a letter to the Hartford Courant Customer Service Manager have not heard back. I don't know how this account started, perhaps I pushed a wrong button , I would like the account to read "Stopped". To date I have not been charged but would like to get this matter cleared up.

  

  Business Response

  Date: 04/24/2023

  
  April 24, 2023

  
  Our sincere apologies for any inconvenience or misunderstanding you may have experienced associated with the Hartford Courant.  
  

  The information you provided as well as your former cancelled accounts in our system of which determined there are no active accounts associated with your email address at this time.  The account you mentioned is being reviewed by our Digital Team to determine why this would reflect as active as this is not a valid account number in our system.  If any additional is needed, you will be contacted within the next 10-14 business days.  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Once again sincerest apologies for any inconveneince. If you would like any further assistance, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 04/24/2023

  
  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:04/10/2023

  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.

  Our regular newspaper carrier notified my wife and I that he/her would no longer deliver the Courant after March 26.2023 (customers for over 40 years). The Courant never bothered to even notified us . Since then it has been a struggle to get the paper. Both my wife and I have called every day since 3/26 customer service at this number : ###-###-#### which by the way is located in the *********** . We have complained to them about our issue ( not getting the paper) every time we call. They apologize every time and say our paper will be delivered by 10am every day. We’re constantly told they will contact the contractor who handle this route.. They even tell us someone would be calling us. No calls. We have been offered to subscribe to enewspaper but since we have no pc or laptop only smart phones we are unable to read the small print . When we expand the page all the print is blurry. We keep telling customer service we want hard copy and not enewspaper. We have paid in advance for 60 days. I feel we are giving the run around every time we call customer service. I call them “NO Customer Service” All we want is the paper that we have already paid for. No lip service. Hope you can help with this issue We did receive 4 or 5 papers but not after calling customer service. I even purchased the paper at a local shop at at price of $4.50 once and $5:50 twice. A frustrated customer Hope you can help Thank you *** **** Cell phone ###-###-#### Email: ********************

  

  Business Response

  Date: 04/21/2023

  
  April 21, 2023
  
  
  Our sincere apologies for any inconvenience or frustration you have experienced associated with your Hartford Courant subscription.
  
  After researching the information you provided as well as your subscription, there seems to be Open Routes and Production concerns causing delivery delays in your local delivery area at this time. Due to this concern, your deliveries could be missed or received after standard delivery times. Please be advised that your delivery concerns and feedback are being reviewed by your local Distributor and they are doing their due diligence in delivering your newspaper to your household. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.  After reviewing your account, I was able to apply two week's of delivery credit back to your subscription which has extended your paid thru date. Your feedback is being reviewed and proper course of action will be taken, if needed.

  
  Customer Service will be contacting within the next 7-10 business days to confirm your deliveries are being received to your satisfaction.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Hartford Courant Customer Service Department at ************
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:04/06/2023

  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 been waiting for a refund of $15.96 since March 1, 2023. Still has not been processed. Customer service is terrible.

  

  Business Response

  Date: 04/18/2023

  
  April 18, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your former Hartford Courant subscription.
  
  After researching your account as well as the information you provided, I was able to get another refund reissued in the amount of $15.96 which will be mailed to your address reflected in this complaint. Please allow up to 6 weeks for this refund check to be received due to our standard processing times and local mail timetables. This refund needed to be adjusted and could not be returned back to the credit card as initially the payment declined therefore it was processed differently within our system.  Finance did confirm the refund check is being reissued as requested. Your feedback regarding your customer experience will be reviewed from your Customer Service contact and proper course of action will be taken, if needed.
  
  Should you have any further questions or bill concerns regarding your former account, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 04/18/2023

  
  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:03/30/2023

  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.

  In December of 2022 I received an invoice from The Hartford Courant as my subscription was expiring. I called the paper on 12/13 or 12/14/2022 to cancel the paper as the price was much higher than I wanted to pay. The price was negotiated down to $51.48 for the Sunday only paper through 12/20/23. I received another invoice the other day for $148.20 which would pay my bill through 1/6/24. After a lengthy call to the customer service number I got no satisfaction other than they would extend my subscription until May 3 of this year. It seems to be impossible to contact anyone from the Courant in **, therefore I am seeking help from BBB. Thank you for any advice you can provide. ******* ********

  

  Business Response

  Date: 04/11/2023

  
  April 11, 2023
  
  Our sincere apologies for any inconvenience or frustration associated with your Hartford Courant subscription.
  
  After reviewing the information you provided as well as your subscription, I have adjusted your account until December 20, 2023 on your home delivery subscription. Please disregard any billing statement at this time.
  
  I tried to contact you by phone to discuss but reached your voicemail. If you would like any additional assistance or need any further information, please contact the Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:03/29/2023

  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 had a subscription, account # *********, to the Hartford Courant which I cancelled on 1/22/23. I called the Hartford Courant on 3/24/23 to start up a new subscription and stated that I saw a rate of $77.74 for 7 day delivery for 26 weeks that includes the e-paper on line. I was told that the agent could not give me that rate and that I should subscribe on line. I did subscribe on line on 3/24/23. I have an order #****** with a new account #*******, being charged to my credit card. The order stated that the newspaper delivery would be started in 2 -3 business days. I have not been billed as of today and the newspaper delivery has not started. I contacted the Hartford Courant every day since 3/24/23 to find out the status of my order and ask why I have not been billed. I have talked to about 15 people who keep telling me they have escalated this to management. I never receive an answer from management. I am told that delivery could take 2 to 3 weeks. Today I was told that my paper was put on hold, not cancelled, and that they would honor the on-line rate since this was their error, but a supervisor would have to approve this rate. When I spoke to the supervisor I was given the same information that someone from management would contact me and she could not give me the on line rate. Each time I spoke with the agents, they did offer that they could start delivery right away but could not honor the on line rate. The rate they give me is about double the amount. I would appreciate any help you could give me in expediting my order so that I may start receiving the newspaper. I was given access to the paper, but I really want the newspaper.

  

  Business Response

  Date: 04/11/2023

  
  April 11, 2023
  
  Our sincere apologies for any inconvenience or frustration associated with your Hartford Courant subscription.
  
  After reviewing the information you provided as well as your subscription, it seems Customer Service has updated your home delivery account to reflect this promotion, as requested. Your account has been updated with the promotion you submitted documentation for 26 weeks 7 day home delivery for the total amount $77.74. This payment was processed approximately on April 2, 2023. Please be advised this is a continuous subscription so if you need to make any changes or request for a cancellation you would need to contact Customer Service directly otherwise deliveries would continue and prices can be subject to change on promotional offers.
  
  I tried to contact you by phone to discuss but reached your voicemail. If you would like any additional assistance or need any further information, please contact the Hartford Courant Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 04/12/2023

  
  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:03/28/2023

  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 our wonderful Hartford Courant carrier retired a few weeks ago, we have not received the paper on at least 4 separate occasions. We are seniors and cannot always get out, so this is a real problem for us. I have reported each instance but it just continues. I am looking for an honest explanation of what’s going on. If they accept our money for subscription they need to deliver!

  

  Business Response

  Date: 04/10/2023

  
  April 10, 2023
  
  
  Sincere apologies for any inconvenience or frustration you have experienced associated with your Hartford Courant subscription.
  
  After review your delivery concerns, there seems to be Open Routes and Production concerns causing delivery delays in your local delivery area at this time. Due to this concern, your deliveries could be missed or received after standard delivery times. Please be advised that your delivery concerns and feedback are being reviewed by your local Distributor and they are doing our due diligence in delivering your newspaper to your household. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.  After reviewing your account, I was able to apply two week's of delivery credit back to your subscription as well as ability to authorize a lower one-time weekly rate adjustment which has extended your paid thru date. Also, thank you for your feedback regarding your delivery concerns as it seems you have also contacted Customer Service of which they have provided assistance and applied missed delivery credits back to your account.  

  
  Customer Service will be contacting you within the next 7-10 business days to follow up on your Sunday home delivery concern and delivery satisfaction.

  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####
  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:03/28/2023

  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.

  Please deliver paper. I did not receive the paper 3/25, 3/26, 3/27.

  

  Business Response

  Date: 04/10/2023

  
  April 10, 2023
  Our sincere apologies regarding any inconvenience or frustration regarding your Hartford Courant home deliveries and former subscription.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.  As of your Customer Service contact on April 4th, you cancelled your subscription and those missed delivery credits were applied to your account. I have processed a refund check in the amount of $7.09 for your remaining balance which should be received within the next 4-6 weeks due to the standard processing times. Your feedback you provide your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Once again, sincerest apologies involving the Hartford Courant deliveries.  Should you have any further concerns or would like to restart your home delivery account, please do not hesitate to contact our Customer Service Department at ###-###-####.
  Thank you,
  Katina
  Executive Resolution Center
  
  
  
  
  
  

• Initial Complaint

  Date:03/28/2023

  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.

  Horrible experience. No paper in almost 2 months. We signed up for a subscription for a Sunday only paper a little over 2 months ago and can't seem to get our paper. The first week we got just the front page section tossed unwrapped on the end of our driveway near the road. It blew into the road and got wet but we only had a few pages. I called and was assured they would redeliver the paper and they were "escalating the call" to the delivery supervisor to have them call us back. No one ever brought out our paper and no one ever called. The next week, we woke up to loose pages all over our front yard and in the road. From what we could see on our ring camera, the driver tossed out the paper, unwrapped, while still moving into yard by the road. Most of the paper was missing and/or wet. I called and was told they would redeliver and "escalate the call" for someone to call me back. Once again, no paper, no call. Since then no more papers. I have called every week for 7 week, multiple times a week and have never gotten our paper and never get a return call. I have tried every number I found to reach someone but every time I'm told that someone will bring out our paper, the call is being "escalated to deliver manager" , and I'll get a follow up call within a few days to ensure we're getting our paper. I just called again today... this will be the 8th week and no paper. I even saw reps from The Courant at the grocery store and explained to them what's happened and they said they'd have someone contact us but still nothing. It's clear they don't care about their customers. We're also not getting the Thursday flyers that they used to deliver when we didn't have the courant. Dealing with them has been nothing but a headache.

  

  Business Response

  Date: 04/10/2023

  
  
  April 10, 2023
  
  
  Sincere apologies for any inconvenience or frustration you have experienced associated with your Hartford Courant subscription.
  
  After review your delivery concerns, there seems to be Open Routes and Production concerns causing delivery delays in your local delivery area at this time. Due to this concern, your deliveries could be missed or received after standard delivery times. Please be advised that your delivery concerns and feedback are being reviewed by your local Distributor and they are doing our due diligence in delivering your newspaper to your household. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.  After reviewing your account, I was able to apply two week's of delivery credit back to your subscription which has extended your paid thru date.

  Also, thank you for your feedback regarding your delivery concerns as it seems you have also contacted Customer Service of which they have provided assistance and applied missed delivery credits back to your account.  
  

  Customer Service will be contacting you within the next 7-10 business days to follow up on your Sunday home delivery concern and delivery satisfaction.

  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Hartford Courant Customer Service Department at ###-###-####
  
  Thank you,
  Katina
  Executive Resolution Center
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/27/2023

  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 purchased an 8 week Thursday-Sunday subscription on 3/20/23. I was told that I would receive my paper on Thursday, 3/23/23. It’s Sunday and I have yet to receive a single paper. I can view the electronic version online, but want the actual paper. I have called Thursday, Friday, Saturday and today, Sunday, 3/26/23. There is no customer service in the USA….only the ***********. I receive the same standard rhetoric of apologies and promising to rectify my delivery situation. I will be canceling my subscription if the problem is not rectified today. I was promised a delivery by 1:30 pm today…..we shall see if that happens.

  

  Business Response

  Date: 04/07/2023

  
  April 7, 2023
  
  Sincere apologies regarding any inconvenience or frustration regarding your Hartford Courant Thursday thru Sunday home delivery subscription.
  
  
  Thank you for speaking with me regarding your Hartford Courant subscription.  As per our discussion, you confirmed that you started receiving your newspapers this week but since your start date was March 23, 2023, you were still not satisfied therefore you requested to cancel your promotional account.  Due to the information you provided, I have processed a full refund of your payment in the amount of $12.00 of which will be applied back to your credit card charged within the next 10 business days. Your feedback will be forwarded for review and proper course of action will be taken, if needed.  Your account has been cancelled effective April 13, 2023 therefore any newspaper you received will be of no charge to you due to this circumstance.
  
  
  Once again sincerest apologies involving your Hartford Courant deliveries.  Should you have any further concerns regarding your home delivery account or would like to restart your subscription, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  
  Thank you,
  Katina
  Executive Resolution Center
  
  
  
  

  Customer Answer

  Date: 04/10/2023

  
  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:03/24/2023

  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.

  The paper is being delivered to the wrong address. Please deliver to my tube.

  

  Business Response

  Date: 04/12/2023

  
  April 12, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Hartford Courant home deliveries.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. As per our discussion today, you confirmed that you have been receiving your newspaper deliveries to your satisfaction as you spoke to the delivery person directly and advised where to deliver the newspaper.
  
  Once again, sincerest apologies involving the Hartford Courant deliveries.  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  Thank you,
  Katina
  Executive Resolution Center