Complaints

This profile includes complaints for Hearst Connecticut Media Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hearst Connecticut Media Group

  301 Merritt 7 Ste 1 Norwalk, CT 06851-1051

  
• 

  Hearst Connecticut Media Group

  500 South Broad Street Meriden, CT 06450

  
• 

  Hearst Connecticut Media Group

  306 Progress Dr. Manchester, CT 06040

  

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:02/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to address a concerning matter regarding my recent interaction with The Norwalk Hour. This past summer, I was contacted by a representative from The Norwalk Hour who informed me that I had a credit with their publication. During this conversation, I was given the option to receive the paper for a duration of 5 weeks or to opt for a credit. Given the choice, I consulted with my mother, who expressed a preference for receiving the paper for the 5 weeks. As agreed, my mother began receiving The Norwalk Hour for the designated 5-week period. After the 5 weeks the paper stopped. Several months later I received a bill for $180.00. In an attempt to resolve this issue, I have reached out to The Norwalk Hour customer service department on numerous occasions, expressing my concerns about the unjust bill. Unfortunately, despite my efforts, I have not received any satisfactory response or resolution. It is deeply frustrating to be faced with a bill for a service that was never delivered. I want to emphasize that I am not willing to pay for a service that was not provided, particularly when my mother never received the paper beyond the initial 5 weeks. This billing discrepancy is unacceptable and requires immediate attention. I urge you to investigate this matter thoroughly and provide a resolution. Additionally, I request better communication and accountability from your customer service team to prevent similar issues from occurring in the future. Please acknowledge receipt of this complaint and provide assurance that this billing matter will be resolved promptly. Thank you for your attention to this urgent matter. I look forward to a swift and satisfactory resolution.

  Business Response

  Date: 02/27/2024

  To Whom It May Concern: My inhouse team reached out to Mrs. ******* and resolved the issues.

   

• Initial Complaint

  Date:02/15/2024

  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.

  Received an email on 8/7/2023 re: a price increase to my account from $0.99 / month to $11.96 / month. In the next week I called the company regarding this as I was under the assumption I had a longer promotional rate at $0.99/ month. The Hearst Media employee I talked to ensured that my special rate of $0.99 / month was good until some point in 2025. However, I then noticed on my credit card bills in the last couple of weeks that I was in fact charged $11.96 a month for the last 6 months. I called the company and tried multiple times to explain to them my previous conversation but unfortunately, the person I talked to was like talking to a wall and just said the same thing over and over (that they would cancel my subscription and refund me for the prorated amount for this month) and nothing regarding the conflicting information I received from my phone call in August 2023. This company either fraudulently charged me the incorrect amount and refused to refund me for the last 6 months being charged the wrong amount, or the person I talked to in August 2023 was incompetent and provided me with incorrect information. Either way, the charges from the last 6 months (6 x $11.96 - $71.76) should be refunded to me.

  Business Response

  Date: 02/27/2024

  To Whom It May Concern: I did inform Mr. ***** *********** regarding the account and refund, it was processed, and it will take 5-7 business days to reflect on his card that was on file.

   

   

  Customer Answer

  Date: 03/02/2024

  
  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:02/09/2024

  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 had several issues over time with the delivery of the New Haven Register. I am always told it is a carrier issue. However this week starting Feb 4,2024 I have not received my newspaper on 3 of those days.I have been working with a lady named Jessica D***** at Hearst Publication who has tried to resolve the situation. Credit is given for undelivered papers. But I still get no newspaper that day. I am 68 and can't afford to go out and buy the paper everyday it is not delivered. If there is no one to deliver the paper then a supervisor should take the responsibility and deliver the paper that i pay for.

  Business Response

  Date: 02/13/2024

  To Whom It May Concern: I processed a refund of $58.00 which is the last payment Mr. ******* made to the account. I also added a 4-week credit. this will extend his account out. I also spoke to Mr. ******* and have been in contact with him regarding the delivery issues. we are working closely with the delivery team to get this issue resolved. Mr. ******* has my contact info.

  Customer Answer

  Date: 02/13/2024

  
  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. As of now. Delivery issues may come up again at some point. Thank you to Hearst for trying to solve the problem as best they can.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:01/22/2024

  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.

  We had a subscription to the New Canaan Advertiser under my wife's name, ***** ****. We chose not to renew our subscription to the paper when it expired last August because the paper no longer had any relevant local content under its new management. They continued to send us papers despite our non-renewal. I tried twice to call their customer service, but their automated system disconnected me every time I chose the option to speak to a person. They started sending us bills for these papers that we did not subscribe for, which I ignored. Then several months ago, I received a call from a woman doing collections on their behalf seeking to get me to renew and to pay what they considered our then-outstanding balance of roughly $22. I told her that we did not renew our subscription so we did not owe that money. I asked that she note that we contested the bill, which she agreed to do. Immediately after that, I emailed Hearst Media customer service since it was impossible to call them. I explained in detail that 1) we had not renewed, 2) we owed them nothing, 3) we would like them to stop sending the papers that we did not subscribe for and 4) would they please correct our account with them to show that we owed nothing. They never replied, though the papers did stop. But they continue to send us bills, now in an amount of $31.76. I am concerned that they will report me to a credit bureau over this. I have spoken to others in town who have had the identical experience, so I know that ours is not an isolated case.

  Business Response

  Date: 02/06/2024

  To Whom It May Concern: we called the consumer and cleared the balance, so he is all set. we also provided the customer with the contact info if he needs anything else.

   

  Thank you,

  Jessica

   

  Customer Answer

  Date: 02/06/2024

  
  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:12/26/2023

  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.

  Hearst Media had been trying to hit my account for money for the past few weeks now, and I'm thinking in my head there's no way I have a subscription their site barely operates properly. But then they caught me slipping and actually were able to retrieve the money from my account. I have asked them to remove my card from their system so it doesn't happen again, let's see because this is not the first time they've gotten me for a subscription that does not work.

  Business Response

  Date: 12/28/2023

  To Whom It May Concern: 

  We do not show any charged to this customers account, the account has been stopped, my inhouse team did reach out and are waiting on a call back from the customer.

   

  Thank you,

  Jessica

   

• Initial Complaint

  Date:12/15/2023

  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.

  Your company took money out my account and I don’t have any business with your company.

  Business Response

  Date: 12/20/2023

  To Whom It May Concern: the inhouse team reached out to Mrs. ****** and left a message with direct contact info.

   

   

• Initial Complaint

  Date:11/30/2023

  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.

  The Hearst corporation jacked up the price of my ** ********* subscription without warning - from an intro price of $0.99/month to THIRTY (30, yes!) dollars a month. I cannot cancel it online. I cannot cancel it by phone - they put you on hold forever. I want the 9 months of this absurd, exorbitant rate refunded. You should be sued for this disgusting and unethical practice. Put an "unsubscribe" button on your page, you crooks. You'd do that if you weren't trying to rip people off and stick them with expensive subscriptions they don't want.

  Business Response

  Date: 12/15/2023

  To Whom It May Concern: we do not handle **, however I did forward the customer info to the necessary market.

  Customer Answer

  Date: 12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: shuffling me around your corrupt bureaucracy only reinforces that you don’t care you rip people off. 
  
   

  Business Response

  Date: 12/20/2023

  We do not handle *** ********* this is the Connecticut Market. I gave all the customers info to that team.

• Initial Complaint

  Date:11/13/2023

  Type:Product 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 28 of this year, I signed up for the “Connecticut Post online subscription for 99 cents, 6 months Trial Period.” • On Sept. 24, days before the Trial Period was about to expire, I believe I called to cancel my subscription. In any event, I emailed CT Post on Sept. 25 to cancel my subscription. They responded with the standard: “Sorry to see you go, etc.” BUT no mention of any charges.” • On Oct. 17, I received my (hard copy) credit card statement and I saw a charge from Hearts CT Media (CT Post) for $ 19.96 dated Sept. 16th. • I’ve been communicating with them back & forth to obtain a refund but they repeatedly have said that they ‘no longer have my credit card info since I cancelled the account.’ I asked for a REFUND CHECK to be mailed to me but they have been SILENT, no response at all. • Please help me obtain a full refund for $ 19.96. I am a Senior Citizen with limited monthly income and $ 19.96 is a significant amount for me & my household.

  Business Response

  Date: 11/15/2023

  To Whom It May Concern,

  My team reached out to Mr. *** ******** regarding his account. Mr. ******** states he did not start the account; however, it was an online in on March 28, 2023, and added his credit card for the start and for the automatic charges. He then removed the card in September and requested to continue service with a bill. Mr ******** had also moved and given us the new address which means this was his account.

  we cannot refund this customer as he disputed the charges and stopped his account. he was given his money back by his bank.

  Thank you,

  Jessica
  

  Customer Answer

  Date: 11/15/2023

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

  I read it 3 times but I don't understand and can't follow Hearst CT Post's response.

  I started the subscription on March 28 and emailed them days before the trial period expires that I will not renew. But I was still charged $ 19.96. I asked for a refund but they said 'they no longer have my credit card info. Thus they cannot issue a refund. I asked for a REFUND BY CHECK multiple times but they were SILENT on that request. I had to dispute the charge with my credit card company. It appears Hearst CT Post is engaged in deceptive business practices and for the inconvenience they caused me, I wish to receive an extra $19.96 & 3-Year FREE subscription for all the aggravation they inflicted on me. 
  
  Sincerely,
  *** ********

• Initial Complaint

  Date:09/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ********** claims that their auto renewal policies allow a recurring renewal charge. However, my subscription was listed as renewing on 8/24 in my account. They charged the renewal fee 10 days early to my credit card on 8/14. There is no way to cancel a subscription online. You have to call during their business hours of 6 AM to 11 AM!!! I was unable to get through to them on 8/14. When I called on 8/15, they said it was too late to reverse the charge. I believe they may have charged me the $40 before 6 AM on 8/14, so there was no way I could have cancelled the charge in time. I filed this complaint with my credit card company, and they rescinded the charge. However, *** ********** keeps sending me a bill for $40 renewal plus $3.49 service charge. To make things even more annoying, they are offering me the option to come back for a charge of $0.99/week for 8 weeks. That is much less than the $40/month I was paying. I called them to point out this ridiculous discrepancy, but they still refused to rescind the charge. Please note the copy of the renewal offer attached is addressed to my late mother. She passed away over eight years ago. I made multiple attempts to change the account to my name, but they never did. It should give you a good indication of their questionable record keeping practices.

  Business Response

  Date: 10/31/2023

  This was resolved by the inhouse team and Mr. ***** now has our direct lines to reach out if needed.

   

  Customer Answer

  Date: 10/31/2023

  
  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.  They have agreed to drop the renewal charge and the service fee.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/28/2023

  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.

  I put a vacation hold on my newspaper delivery from 8/11-8/14. Since 8/14 I have only received a paper on 8/23, /24 and 8/25. I have called the number listed for customer service and it is a third party service. The canned response is, your paper will be delivered later today, we registered your complaint. I have emailed and requested to speak to someone in human resources or circulation and noone will provide me with a contact number. As I mentioned I received a paper on Wed, Thurs and Fri this week. I received nothing this weekend and called and emailed to file my complaint. I still never got the paper delivered. I want my paper. If they don't have a delivery person, they need to tell me. However, I believe our delivery person is named Edgar Calle as he left an envelope for a tip (comical). Please help me get my paper delivered.

  Business Response

  Date: 08/29/2023

  To Whom It May Concern.

  Mrs. ****** has been in contact with our customer service team, and we are working the issue out. I have asked the carrier's Manager to reach out to Mrs. ****** as this is no longer our issue.

  Matt from the delivery management team will reach out to her.

   

  Thank you.
  Jessica