ComplaintsforTimes Publishing Company

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I briefly subscribed to the Tampa Bay Times on July 4 of 2023. I cancelled the following day, as I had only subscribed because the website wouldn't let me read an article without subscribing. Since that time, I have also UNSUBSCRIBED from their email communications via the link provided in the email, as follows:07/08/2023 at 5:36 p.m.07/15/2023 at 2:00 p.m.07/20/2023 at 1:20 p.m.07/29/2023 at 1:05 p.m.09/05/2023 at 3:30 p.m.12/04/2023 at 5:32 p.m. and again at 5:41 p.m. (accidentally that second time)I also logged in and chatted with them on 07/18/2023 at 10:25 a.m. to try to address the problem. I have a copy of the chat session showing the system would not connect me to an agent to address the problem.I just unsubscribed yet again today, 02/26/2024. I don't know what to do to make this intrusion stop, but it seems to me that the CAN SPAM Act should require I be unsubscribed and no longer get these emails delivered to me.

  Business response

  02/27/2024

  I will lead with our apology for this situation.  Complainant's email, *******************, has been removed from the Times emails lists.  

  Customer response

  03/04/2024

   
  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. The fact that they acknowledged the issue with an apology is a pleasant surprise I did not expect.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been trying for a month now to get Sunday delivery plus digital to ****************************************. Starting the first Sunday in November. After no delivery for 2 Sundays, I was told it was because I had an existing digital subscription and could not have 2 at the same time. 2 agents later **** told problem was corrected . No delivery last Sunday nor today. I want my subscription cancelled and my $72.80 refunded to my credit card or the subscription properly extended for the 2 weeks of no delivery of this latest attempt to have delivery to my doorstep at Apt 208. Either way, I want a phone call or email or letter from Tampa Bay Times.ps I have had seasonal delivery to my door since 2014. Signed Disappointed and frustrated and angry pps In years past, if a delivery problem, it would bedelivered later that day within a short period of time after a phone call. Now no phone service to customer outside of business hours, so all they do is give a credit, if that.

  Business response

  12/25/2023

  We will contact the complainant in an attempt to satisfactorily resolve his issues.

  Customer response

  12/27/2023

   
  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

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a Tampabay Times subscriber for over 20 years. I have Sunday only delivery and have not received my paper. For the last 7 months I maybe get a paper once a month. I complain, speak with a representative and they *********** my account. I don't want credit I want the paper I paid for. This has supposably been escalated to a supervisor but its not fixing the problem. I renewed my subscription recently and was promised that the issue had been resolved. I have camera and can see when they come and stop shine a light on my mailbox to see the house number, so they know where we live. I also can see all the other days that they just don't come. The customer rep service refuses to let you speak with anyone in management. I just want my paper delivered every week!

  Business response

  08/07/2023

  Our home delivery managers have been advised of the complainant's delivery issue.  Delivery will be verified in the coming weeks until the Times' delivery team is satisfied that the issue has been resolved.  We apologize for this inconvenience and thank the complainant for bringing this to our attention. 

  Customer response

  08/09/2023

   
  Better Business Bureau:
  
  I will accept the response but if it is not resolved I would like to reserve the right to reopen the complaint.  Complaint ID ********
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Tampa Bay Times Wednesday, July 26, 2023 was not delivery at all. Try to called customer service and they refused to take the call and just hung up. The carrier don't follow instructions at all. The instructions for the carrier to leave the paper on the door k*** In addition, I have had several carrier within the past few years that don't do their job correctly at all.

  Business response

  08/07/2023

  We have advised our home delivery managers of this subscriber's delivery complaint and corrective actions have been put in place. Please let us know if this delivery issue continues. Our apology for this inconvenience. Thank you.

  Customer response

  08/11/2023

   
  Complaint: 20391763
  
  I am rejecting this response because:  I does not address that I had to pay $2.14 for July 26, 2023 issue and want my refund.  In addition, it does not address the issue of too many carrier during a short period of time and not follow the instruction of leaving the paper on the door ****.  Plus, there is not mention of terrible customer service in which no one answers the phone at the number that is on the invoice.
  
  Sincerely,
  
  *****************************

  Business response

  09/26/2023

  The account has been credited for $2.14.  Our home delivery managers have been advised to deliver to the door k*** as requested. I offer an apology for the poor customer service experienced by the complainant. Should you experience any issues in the future please contact us at ******************************************** Thank you.  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cancelled service in 2022 due to poor service and high cost for what I was getting. They continued to pursue my business and I renewed in January 2023 when the price was acceptable. Unfortunately the service is still bad---missed deliveries(about two/month) and paper thrown in grass under sprinklers when there is a perfectly dry driveway. When I call I get an automated response telling me, once again, to fill out a form. Emails to the lack of customer service department go unanswered but they continue to solicit donations to support their failing business rather than improve their bottom line by providing a quality product at a fair price. The few neighbors who have had the service have cancelled for the same reasons.......

  Business response

  06/28/2023

  We will contact complainant to see if his home delivery has improved and if it is now satisfactory. 

  Customer response

  07/06/2023

   
  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 if they follow through with resolving my delivery issues permanently. Proof will be in what they do, not what they promise.  Thank you for doing what I should have been able to do if the Times actually helped their customers..........
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a home subscriber to the Tampa Bay Times in all its incarnations for well over 20 years. In the last year many deliveries were missed, papers left at front gate to condo (which I delivered to list of subscribers left with gate code in package on one occasion). I have called and e mailed the paper to try & resolve issues, to no avail. I think perhaps they are outsourcing customer service as it is completely awful and was okay in years past. I have even sent e mails to the editors, but got no reply.Today I received a soliciting phone call asking if I wanted to "renew'. My subscription lapsed last month, I believe. I have made no attempt to renew. The person on the phone said I had an outstanding balance of about $15. This was supposedly for the "grace ******* when I received papers after the subscription lapsed. I said I had paid for the subscription in full up front and owed them nothing & had never asked for a "grace *******. Thinking it might perhaps be a scam, I called the # listed for TBT on my **** receipt from last year, but got the same ridiculous answer from the ** Rep. *** said she'd "credit my account" & they would cease calling me.This is totally outrageous and unacceptable. Please let me know if there is anything that can be done to stop this happening to anyone else.I will miss receiving the paper, but I will not be subject to this nonsense.Thanks so much,*******************************

  Business response

  02/23/2023

  Complainant's contact number has been placed on the Times' Do Not Call list and similarly on the *** list of our outbound call center contractor from whom the complainant received the call noted in her complaint.  It is a common practice for subscription services to accrue a balance due during the grace ****** after a subscription has expired. This practice is intended to give the subscriber additional time to pay their renewal bill and avoid stoppage of their subscription.  Complainant is correct in that subscribers do not request this grace ****** benefit.  It is included in the company's subscription management business practices.   As noted in the complaint the subscription in question was stopped on 02-15-23.  On behalf of the Times I offer complainant an apology for the handling of her subscription renewal.  We have reviewed this event with our contractor and, based on this feedback, we will heighten our oversight of that operation. 

  Customer response

  02/23/2023

   
  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

  11/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I read one Tampa Bay Times article on line, and did not subscribe. I now get posts from them but there is nowhere on their site to unsubscribe. How can I do this?

  Business response

  11/11/2022

  The Tampa Bay Times will add the email ******************** to our do not email list. 

  Customer response

  11/11/2022

   
  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

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called Tampa Bay Times XXX-XXX-XXXX to cancel my subscription on 8/12/22. It doesn't allow subscriptions to be cancelled on-line. Customer service rep admonished me for cancelling stating "All the sudden you want to cancel your subscription!!!" I was shocked. She was very hostile. I told her to cancel it and never debit my account again. I stated Tampa Bay Times wasn't authorized to debit my account. She stated it was cancelled and my account wouldn't be debited again. I asked for a confirmation email to which she replied they would not send a confirmation. I said that they were not authorized to debit my account again. On 8/21/22 they debited my account again for 11.38, I called XXX-XXX-XXXX on 8/22/22 at 4:00 P.M. and operator stated they couldn't cancel my subscription and made a joke about it not being cancelled on 8/12/22, no apology, but rather made a joke about it then the Tampa Times employee threatened to hack my checking account and steal my money and go to Las Vegas on 8/22/22 at around 4:00 P.M. when I called XXX-XXX-XXXX. He said his name is Beverly. I want Tampa Bay Times to call me and send me a follow-up email and letter that my subscription is cancelled and my account will not be hacked. I need to ensure that my account will not be hacked as the operator threatened to do. I want the Tampa Bay times to send me a refund check and never go into my checking account again. I am concerned my account will be hacked and I am going to call my bank to ask them to alert me of any transactions re: Tampa Bay Times. This is not only bad customer service, it is threatening and hostile. I am afraid they are going to steal my money and I don't know what to do. It is very complicated to close my account and get new cards, etc. but I feel threatened by the Tampa Bay Times. They should allow cancellation on-line and provide confirmation. They stole $11.38 from me and I want it back. I want surety my account will not be hacked by their employee as he threatened.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */ Complainant's subscription was cancelled on 08-13-22. On 08-19-22 a refund for $11.38 was processed back to the complainant's credit card, the same card complainant used to purchase this subscription in July. Purchase terms state monthly auto-renew. There was no theft from or compromising of complainant's bank account/information.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to The Tampa Bay Times, I requested it to be delivered on Wednesday and Sunday. For 34 weeks now I have never received a delivery. I contacted the Times after each paper was not delivered and todate have not received a paper. Yet they took the funds from my account. I called again today to request to speak to a supervisor and was told this is not their procedure. They contact the carrier 1st. Then if there is still an issue they contact a supervisor. Well if I called 3-4 times with no results, why isn't a supervisor calling me back? This is unacceptable businesses behavior. I want my promised delivery and it needs to be delivered as promised per the contract I signed when I elected to do business with th St. Pete times. Because bottom line from what I'm seeing on other complaints on here for the same issues issues this is a breach of contract. I am not seeking a refund I want the newspapers delivered to the 2nd floor to the address that I put on the account ouch and I want it done immediately immediately as well as credited for the newspapers that were missed.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/15) */ The Tampa Bay Times eliminated home delivery of our print newspaper in Lakeland and Polk county areas 3+ years ago. Our records show that the complainant purchased a monthly online digital only subscription on XXXXXX and then stopped that subscription on XXXXXX. The last record of complainant making a payment for a print subscription is July 2018. Please post purchase info on this site for our review or mail purchase info to: Tampa Bay Time, ****************************************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past nine weeks, I have not received a newspaper on Wednesday and only twice have received a newspaper on Sunday. Each time I have filed a missed delivery complaint through their website. Last week, after missing the Wednesday paper for the 8th time, I also engaged in an online chat with them. I was advised that the problem would be resolved. (It should be noted that it is impossible to talk to a real person when you contact their customer service number.) I did receive the Sunday paper following that chat session but now have not received a paper on Wednesday. I've paid for a year in advance and have been a subscriber of this newspaper and it's legacies for nearly 50 years. This disservice is totally unacceptable.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/27) */ Our home delivery managers and delivery contractors have been notified of complainant's issue. We ask that complainant update us via this BBB notice if/when this delivery issue is satisfactorily resolved. Consumer Response /* (3000, 7, 2022/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is Sunday, May 29th at 10:14 am. Again, I have not received a newspaper. Tampa Bay Times may have notified their home delivery managers and delivery contractors but they apparently weren't listening. Consumer Response /* (2000, 10, 2022/06/05) */ I have received a newspaper for the past two delivery days (Wednesday, June 1st and today, Sunday June 5th. It would appear that the issue has been resolved for now. Consumer Response /* (3000, 15, 2022/06/08) */ Today is Wednesday, June 8th at 9 am. No newspaper again. Have received paper 2 out of 4 delivery days since filing this complaint. If this was baseball, batting .500 would get you into the Hall of Fame, but it's not baseball. It's a service business. If you provide a service that's not reliable, why are you in business? Business Response /* (4000, 24, 2022/07/19) */ Our home delivery team has verified recent deliveries. The last delivery complaint we received was on June 12. Is complainant still having delivery problems?

*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. ↩