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:04/08/2025

  Type:Customer Service 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 sent documents to ************* Executive Editor for his review. I have requested the documents be return to me and he has knowingly refused to return them. I want my documents return to me. I will pay for any shipping charges.Mr.******* S. *******/complainant

  Business Response

  Date: 04/09/2025

  Thank you for contacting the Miami Herald.

  **** **** will reach out to Mr. ******* ******* regarding the documents.

  Miami Herald

  Customer Answer

  Date: 04/21/2025

  I have been contacted by  The MIami Herald and do in fact accept their response. 

   

  I request the complaint be closed as resolved. 

  Customer Answer

  Date: 04/21/2025

   
  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:01/09/2025

  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.

  Miami Herald has been charging me for a subscription I didn't even know I had. I am an 85-year-old woman. I don't read the newspaper and much less know how to navigate the news digitally. I signed up to get the newspaper physically or online. My son found out this company has been charging me for over 6 years a subscription I didn't know I had. We returned to my account, and they started charging 01/08/18 MIAMI HERALD SUBSCRIPT ****** per month. The Next year they started charging 01/31/19 MIAMI HERALD SUB ****** per month. In December, it changed to 12/03/19 MIAMI HERALD SUB ******; by 12/01/20, CHECKCARD MIAMI HERALD SUB ******. By the time my son contacted the Miami Herald, they were charging the amount of ****** dollars. When my son called, the person who answered stated that I had signed up for this subscription and that they had my signature on file. They had people approaching prospective customers, who would sign them up at different locations such as supermarkets or pharmacies. If you do the math, they took a lot of money from my account, and I did not know. I don't remember signing up for this. Thankfully, my son reviewed my bank statements and was able to cancel about a year ago. Older people should be off-limits. The elderly is a very vulnerable population that sometimes are taken advantage of.

  Business Response

  Date: 01/23/2025

  Thank you for contacting the Miami Herald. The account for ****** ****** was stopped and cancelled on 5/10/2024. All orders are processed accordingly at this time we no longer have kiosk vendors at local sites offering subscriptions. All subscription orders and paperwork at that time had the Terms of Service as well as the cancellation process for the subscribers to accept prior to the order being processed. At this time no refund is available. If you have any questions please call the customer service department at ************

• Initial Complaint

  Date:01/08/2025

  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.

  We canceled subscription back in May and cannot get charges to stop billing on our card. We have tried numerous times to get a billing removing by calling the Herald. We would like the payments returned and to remove any future ********.June ***** July ***** Aug ***** Sept. ***** Oct. ***** Nov. *****, Dec. *****

  Business Response

  Date: 01/10/2025

  Thank you for bringing this to our attention.  We apologize the account was not stopped when ***** ******* requested this.  

  We are refunding the total of $204.93 for these payments back to the customer.

  Thank you,

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

   

• Initial Complaint

  Date:08/21/2024

  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.

  The Miami Herald charged me $ ****** for a renewal for which I never agreed. In fact I called them on August 1, 2024 to cancel as I am reducing my expenses. They seemes not have taken my cancelation in their system and refuse to refund me.

  Business Response

  Date: 08/22/2024

  Thank you for contacting the Miami Herald.

  We do not show a stop was entered at the renewal time.  The account has been stopped immediately and the refund of $244.99 will be processed back to the credit card from the orginial charge.

  Thank you,

  Miami Herald

  Customer Answer

  Date: 08/22/2024

   
  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:07/02/2024

  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.

  Today is 7/2. I noticed a $251.99 charge on my bank account that was posted on 7/1. I immediately called the Miami Herald to tell them that my subscription had auto-renewed without notifying me first and I wanted them to refund it and close my account because I no longer use it. The agent told me that it was nonrefundable and that he could have done something if I had called in prior to when it renewed (June 28, although I was not notified in advance and I only became aware of it on 7/1 when it posted to my bank account). I told him that I had tried to remove the auto-renew function months earlier and had no reason to expect this would happen automatically. He then refused to pass me to a supervisor and when I persisted, he told me he could transfer me to a supervisor line but I would probably have to wait over an hour to speak with someone. I asked him to escalate this internally, told him I planned to contact the Better Business Bureau, then cancelled my account.

  Business Response

  Date: 07/09/2024

  Thank you for contacting the Miami Herald. The account for ********************* is scheduled to be stopped on 6/27/2025 our Terms of Service state all cancellations will be on the next renewal date. We do send out billing 30 days in advance by email and/or by postal service. At this time I am having your call to customer service pulled regarding your request for a refund. An agent will be following up with you shortly regarding this request. Your account will be stopped immediately. If you have any questions prior to an agent contacting you please call our customer service department at ************. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21931539
  
  I am rejecting this response because:

  I was not been contacted by the Miami Herald since I originally contacted their **************** line and asked that a supervisor contact me.

  I have also not been contacted by the since the Better Business Bureau contacted them and they replied to you that they would contact me.

  Also, they indicated in their response that "We do send out billing 30 days in advance by email and/or by postal service." I never received any notification by email or regular mail prior to them automatically renewing my subscription. Indeed, it was when it appeared on my credit card that I was first alerted to it and contacted them within 24 hours of it appearing. (which I believe indicates that I was not notified in advance).

  This really is a crazy position for them to take. They didn't notify me and when I learned of it I contacted them and also cancelled the account, yet they still want to bill me for the entire year forward into 2025. Not acceptable.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/12/2024

  Thank you for contacting the Miami Herald. The account for ********************* has again been reviewed there was a delay in the agent being able to contact you as stated. We do need a physical address in order to process the refund request that will be sent to finanace to refund $251.99. Once we get the address a request for the refund will be submitted to finance.

   

  Customer Answer

  Date: 07/18/2024

  Subsequent to receiving this update from BBB, I received a full refund from the Miami Herald. I consider this matter closed and hope they will work on retraining their customer service personnel to handle situations like this better in the future so it doesn't waste the time of customers and ******************** personnel to resolve situations that are obvious mistakes. I am very grateful to the BBB and do not think I would have gotten this result if you had not been involved.

  Thank you,

  -****

  Customer Answer

  Date: 07/24/2024

   
  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:06/12/2024

  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 called to cancel because I was moving out of state,my subscription wasn't running out until August 2024,they tried to talk me in to staying but I said no.to my surprise I got ****** charge on my credit card,called and said I canceled why the charge, they said they would refund full amount, 10 days later got credit for ***** dollars not full refund as promised, called again and they said I accepted lower price subscription which was a lie,they said subscription was nonrefundable and had proof that I accepted, not a recording but notes from agent which was a lie.why would I renew when I was moving out of state.

  Business Response

  Date: 06/14/2024

  Thank you for your message to The Miami Herald. We are sorry to hear about your customer experience. Currently, your account is still active on the discounted rate. The account expires 5/21/25. We also see the refund mentioned of $68.00. Per your request, we will have the account stopped **************************** and the remaining credit refunded. We hope you change your mind in the future and continue to read the Miami Herald. 

  Please feel free to contact us at ************ if you have any questions or concerns.

  Thank you

  Customer Answer

  Date: 06/14/2024

   
  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:05/20/2024

  Type:Customer Service 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 am a senior citizen, retired and on a fixed income. I have been a subscriber to the Miami Herald for over 2 decades. The subscription was for one day a week (Sunday) newspaper delivery as well as daily on-line access. I am on yearly automatic renewal using a credit card. The Herald essentially tripled their subscription rate in February, gave me no notice of this, and billed my credit card for a one year subscription for $666.56 on Feb 12, 2024. Previously, the cost was approximately $220. When I received my credit card bill in March and saw this charge I immediately called the Herald to question the outrageous charge, as I was certain this was a mistake.. I was told that this is indeed the new rate and I could not cancel the subscription and there was nothing they could do. When I asked to speak to a supervisor, they hung up on me. I called my credit card company to dispute the charge and then the Herald sent me a new bill for $120.46 for (I assume) the time the subscription had already run (approximately 6 weeks). I am awaiting word from my credit card bank but meanwhile, apparently the Herald sent my account to collections.

  Business Response

  Date: 05/21/2024

  Thank you for your message to the Miami Herald. Our records show the payment on 2/12/24 in the amount of $666.56 was canceled on 3/29/24. The balance due was from the expiration date to the stop date on 3/31/24. the account has been on an automatic payment option each year for the past 8 plus years. If or when there is a change in rate, there is an email sent 30 days in advance. The email on the account is different than the email shown in this BBB case. We do apologize for any confusion or inconvenience. As of today, 5/21/24, the account has been cleared to a zero balance with Miami Herald and ARM Solutions.

  Please note, ARM Solutions is a non-reporting collection company. This will not show up on any credit report.
  

  Please feel free to contact us at ************ or ****************************************** if you have any questions or concerns.
  

  Thank you

  Customer Answer

  Date: 05/21/2024

   
  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:04/09/2024

  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 took advantage of a $.99 for one month offer from the Miami Herald. I paid for this one month with the agreement that no other charges would be charged to my credit card after the trial period. A couple of days ago I received a notification from my credit card that the Miami Herald was trying to charge me $16 for the month. I could never get a hold of anyone at their office and took about 30 minutes to find their cancellation portion online. Very deceptive and very disingenuous. After I thought that this was taken care of, I now get another warning from my credit card and for the Miami Herald saying that they are attempting to take money from my credit card again! This card is now on a permanent freeze because the Miami Herald will not stop trying to take my money. Please help! I have attached screen grabs where the Miami Herald has confirmed that my subscription has been canceled and another, less than ****************************************************************************

  Business Response

  Date: 04/10/2024

  Thank you for your message to the Miami Herald. Our records show the account was started online for a promotional rate of $0.99 for 1 month. The promotional offer states in the disclaimer that the account will be set up on an automatic credit card cycle and the rate after the first month will be $15.99. We apologize for any confusion when you starting the subscription. At this time, your card information has been removed and the account has been stopped. There will be no further attempts to renew your subscription.

  You can always go to miamiherald.com to view the terms of service any time at *********************************************************************.

  Please feel free to contact us at ************ or ****************************************** if you have any questions or concerns.

  Thank you

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21553498
  
  Your practices are deceptive and go against all efforts to give the consumer an easy unsubscribe option. Your unsubscribe seems to wind you through a rabbit hole of customer service telephone numbers and wonky business hours. Be more transparent, have a plain unsubscribe button and do better! I accept this resolution begrudgingly.
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2024

  Thank you for contacting the Miami Herald. The account for *********************** was cancelled on 4/12/2024. At the time of the initial order it is a prequiste that the account be set up on the automatic deduction plan. The terms of service are provided at the time of the order. There are multiple ways to contact the customer service department along with contacting them by phone. We have a chat feature and an email address ****************************************** as well. The account has been cancelled and the billing information removed. No other attempts will be made to process a payment. When a payment declines a renewal notice is sent by regular mail or email. If you have any further questions you can contact the customer service department at ************ or email us at ******************************************

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair 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.

  Miami Herald *********************************** is not responding to any emails since the 4th of March to my billing inquiry to explain or confirm further details as to why I was charged $215.99 on 02/29/2024. I never received any notification about the major price change for an annual digital newspaper subscription.My annual subscription term are always due in the month of December and have always been under $100.00. For whatever reason with the same credit card on file, they never charged me this past December and they took it upon themselves to charge me $215.99 this past February without my notice. I decided to cancel my subscription thinking it would help to get the billing adjusted. However, Miami Herald *********************************** are not responding to any of my emails. It appears to me that they are avoiding me without giving me any explanation as to why my subscription went up more than 115% and why they charged me in February and not in December.

  Business Response

  Date: 03/19/2024

  Thank you for contacting the MIami Herald. The account ******** for ************************************* shows a payment processed on 12/5/2023 for 52 weeks of digital only service. Our Wecare team representative has contacted ********************** and will ensure a refund is processed for $215.99 once the payment is located. Our wecare representative called ********************** directly on 3/19/2023 and will continue to work on this matter until it is resolved. 

  Customer Answer

  Date: 03/20/2024

   
  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. I would like to extend my thanks to ******** for the prompt response and resolution! 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/20/2024

  Thank you contacting the Miami Herald. Just an update on this account the refund was found and we are in the process of refunding $215.99 back to Ms. *************************************** (********) will be in direct contact to ensure the refund is received and this is fully resolved. 

   

• Initial Complaint

  Date:01/04/2024

  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 January 15, 2023 I made a payment to The Miami Herald for newspaper service covering period January to July 2023. They never delivered. After numerous attempts they admitted that they could not deliver to my address. I provided a secondary address and which they said was acceptable. Again, no delivery provided. After numerous calls, customer service said that they no longer deliver to the second address and that the advance payment would be refunded. It is almost a year later and the refund has not been received and a now a collection agency is threatening me. I have been a customer of ********************** for over 30 years with impeccable credit. Their customer service practices are not only unprofessional but abusive. In spite of the fact that I am an elderly person, I will pursue this matter until i receive the refund $250.38 for the service never provided.

  Business Response

  Date: 01/04/2024

  Thank you for contacting the Miami Herald. The account for ********************* was stopped on October 20, 2023 with a balance due of $137.38 the renewal date for this account was August 14, 2023. The account went into a grace ****** and paper delivered until 10/20/2023. No complaints for non-delivery were received at this time. The address change was processed from the initial address to the current address on file of ********************************************************, ** *****. ****************** were processed for all missed papers called in to the customer service department for before and after the move. Complaints ceased so we had no knowledge a service issue still existed. At this time the balance on the account has been removed. The **** agency has been contacted to cease all collection attempts they are a non-reporting agency. There is not refund available at this time again due to credits applied and no further complaints reported. If you have any questions please contact our customer service department at ************. 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21096272
  
  I am rejecting this response because I reached out to customer service, my wife reached out and so did my daughter.  NEVER received one newspaper edition after submitting a payment that would cover service until July 2023. In addition, customer service admitted that delivery was not available for the address provided.  We reviewed the entrance cameras and at no point was there a delivery of any sort from The Miami Herald. 
  I have been a customer for the past 30 years with ********************** with impeccable credit.
  They know I am an elderly 93 year old man and these abusive practices are deplorable. 
  They suspended delivery for their own personnel issues to my address area and now they are manipulating the circumstances to avoid providing a refund.

  If this matter is not resolved accordingly, I  will consider reaching out to my local news to alert about these unprofessional, abusive customer service practice by the Maclatchy organization. 

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

  Business Response

  Date: 01/08/2024

  After reviewing the interaction, **************** never asked for a refund, he said we took the money and never provided the service but there is no record for delivery issues between Feb to 10/20 (last day of service). He insisted that he didn't owe the balance, explaining he had stopped receiving the paper long ago and ceased complaining to customer service.  Despite the agent providing payment details and mentioning the grace ******* the customer, who hadn't requested renewal, adamantly refused to pay the balance and ended the call in frustration.

  Thank you

  Miami Herald / El Nuevo Herald

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21096272
  
  I am rejecting this response because there was no delivery service provided in the area at all due to personnel services, as stated by the customer service representative, for the period paid in advance.  Proof of no delivery are the camera video at the front of my residence, in addition to neighbors also discontinuing service due to the same problem.

  I was extremely frustrated with this issue and probably did end the conversation abruptly, as they state. However, it is obvious that I would want a refund if the service is not provided. I am an elderly 93 year old man trying to receive the services I had paid for in advance. This abusive tactics are deplorable specially dealing with an elderly, low income individual.

  I HEREBY DEMAND RESTITUTION OF THE $250 PAID IN ADVANCE FOR SERVICES MOT RENDERED.

  I am willing to provide video recordings saved from the front entrance of my residence for the period January to July, and testimonies from neighbors that were also told that delivery of the newspaper was no longer available in the area.

  GOVERN YOURSELF ACCORDINGLY.

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