Complaints

This profile includes complaints for Honolulu Star-Advertiser's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Honolulu Star-Advertiser

  500 Ala Moana Blvd Ste 7-500 Honolulu, HI 96813-4930

  
• 

  Honolulu Star-Advertiser

  4545 Kapolei Pkwy Kapolei, HI 96707-1840

  
• 

  Honolulu Star-Advertiser

  3-3137 Kuhio Hwy Lihue, HI 96766-1141

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  non delivery of the honolulu star advertiser i live in the lelepono condominium and have subscribed to the home delivery service. subscribers living in ******** are now required to retrieve their papers from the call box located next to the sidewalk. the delivery manager pointed out to me where i should look for in seeking my paper and then retrieving it. he seems satisified with the situation and blames lelepono management for barring the honolulu star advertiser from lelepono property. the barring arose when in delivering the paper one morning, the star advertiser parked in a handicap stall. when condo security notified the driver not to park there, he was ignored, thus the barring. the star advertiser is benefitting from the barring by shortning the delivery process. has any attempt by the star advertiser to contact lelepono management in an effort to lift the barring? in contacting the star advertiser, i was told it was lelepono's fault and that it was very hard to find employees. i left a message for the delivery manager to call me. so far, no contact.

  

  Business Response

  Date: 04/02/2025

  We are still trying to come to a resolution and gain access back into the building.  There was an incident that escalated into an argument with our contracted carrier and security, and our access has been denied to enter the building.  Until we are able to gain consistent access, our protocol will be to label and leave downstairs for our subscribers.  This is not ideal nor is this the service we want to provide, but when our delivery people are put in a position that makes them feel unsafe or detained, we need to ensure that a clear resolution is found before we can resume ***************.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23076470
  
  I am rejecting this response because: The indifference being displayed in resolving this complaint.

  Sequence of events as I understand it:

  1.)  Carrier parked in a marked handicap stall.

  2.)  When approached by security, an argument ensued.

  3.)  Thus, Star Advertiser barred from Lelepono property. (I feel barring was appropriate and justified.)

  4.)  Delivery manager (contractor) sided with the carrier on using the handicap stall and blames ******************* for

         non delivery..

  The job of delivery is made much easier with one drop off point versus individual unit disbursement

   

  Suggested resolution:

  A Star Advertiser official contact ******************* and apologize for starting the incident and give assurances that it would not happen again. If need be, the individual carrier responsible for the incident be reassigned to a different route.

   

  Has there been any attempt to contact ******************* in seeking to resolve the situation?

   

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

• Initial Complaint

  Date:01/21/2025

  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.

  In October 2023 I renewed my subscription with the ***************. My subscription was renewed based on receiving $40 of gift cards. Advertiser *** took a credit card payment for $59 and advised $40 in gift cards will be mailed to me. Advertiser *** advised that it would **** * weeks for the cards to come in. As of today 01/21/25 I have still not received the cards. I have attempted numerous calls to the company and still no gift card. My last call was on 01/14/25 and was advised that someone would call me back to let me know what is going on. Still waiting with no gift card.

  

  Business Response

  Date: 01/22/2025

  Gift cards are redeemed digitally, I'll follow up with our vendor right away.  As soon as we verify that this gift card wasn't redeemed, we will contact this subscriber and send to them immediately.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22840951
  
  I am rejecting this response because: Ive received the same answer from the Star Advertiser about 8 weeks ago and still waiting for my gift cards.  If company cannot supply cards I would like a $40 credit towards my credit card that I previously paid for renewal.  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 01/30/2025

  Per our vendor, a $40 digital GC for ******* was sent to ********************** for use on 10/30/24; this GC has now expired and our customer service group is ensuring that another is sent to this subscriber.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not received printed material from the ********************* since 12/31/24. Call the circulation department daily to inform. Not the first time to have no delivery of product.

  

  Business Response

  Date: 02/27/2025

  Customer's original expiration date was 10/4/24 based on a payment of $52 received on 10/3/23.  We've experience high carrier turnover or no carrier force at all on this route specifically, and Mr. *********** account was already in arrears even with over 20+ days credited for missed deliveries. That letter was not approved and total fiction, that was distributed in spite because we did not engage in a new contract with them.

  Without a carrier, we put Mr. *********** account on vacation stop so that he would not accrue any paper charges until we could find a carrier to deliver his paper.  With no luck finding someone, we converted his area to postal deliver and on 1/25/25 we sent a letter to inform of the change of delivery.  Within 2 weeks on 2/9/25 his account auto expired due to account in arrears.  

• Initial Complaint

  Date:01/01/2025

  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.

  I did not receive my paper on Friday 12/27/24. I called three times that morning regarding not receiving my paper. Each time they would say theyll send the message to the circulation manager or dispatch manager. Again on Sunday 12/29/24, I did not receive a paper and called twice with no results. I got a paper on Monday and Tuesday but then nothing on Wednesday 1/1/25. I called twice and was given the same spiel. I did not receive the paper.This kind of service has occurred several times during the year.

  

  Business Response

  Date: 01/03/2025

  We are following up with the manager out in the field to see if there are any placement issues with delivery as we have been experiencing theft in the downtown area buildings.  I have credited the customer's account for 2 weeks for their trouble and are working to fix the issue moving forward.  Prior expiration date was 6/1/25 now it is 6/15/25.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22754673
  
  I am rejecting this response because:

  That is not one of the response Ive been told by the customer service person on the phone. They indicated that the carrier who delivered in the district suddenly quit,  Also, my brother has waited in the early morning to wait for the delivery and no one delivered.
  Also, after I call, I am told they will deliver that day and nothing comes. Are they saying it got stolen again?

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

  

  Business Response

  Date: 01/24/2025

  I've confirmed that another carrier has quit, but we do have a substitute carrier on the route again.  Deliveries may be later than usual, but subscriber should be receiving regularly.  We have extended the subscribers expiration another 3 weeks on top of the 2 weeks we extended prior to bring the new expiration date to 7/10/25.  We understand that this doesn't solve the prior issue, but want to make sure they are not charged for any papers not delivered.

  Customer Answer

  Date: 01/24/2025

   
  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.
  Although this only scratched the surface of the problem with the Star-Advertiser, at least I have been getting my paper.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:11/03/2024

  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 October 22, 2024, my 76-year-old mother, ****** Higaa handicapped elder living at ******************************************************************** faced consistent issues with her Star-Advertiser subscription delivery. Out of the past twelve scheduled deliveries, her paper was not delivered on the following dates:10/22/2024 (Tuesday)10/23/2024 (Wednesday)10/24/2024 (Thursday)10/30/2024 (Wednesday)10/31/2024 (Thursday)11/1/2024 (Friday)11/3/2024 (Sunday)She missed 7 out of 12 scheduled deliveries over a two-week period, leaving her without the paper she looks forward to each day. I have made multiple attempts to resolve this issue, initially via the automated phone system and then through speaking with live representatives in the Circulation team. I also left a voicemail with a ****************************** but none of these attempts has resulted in a consistent solution.Our main concern is twofold. Firstly, as a handicapped individual with a recent shoulder fracture, my mother relies on driveway delivery for accessibility, as agreed upon with the Circulation team. However, the paper has been delivered in less accessible locations and, more frequently, not delivered at all.Secondly, the lack of response and accountability has exacerbated the issue. Calls to customer service have yielded little help: on one occasion, I waited over 20 minutes only to be informed that agents do not have access to delivery data tracking for recurring issues. In an effort to find a resolution, I escalated the issue to the District Manager and then to the Senior Vice President, without response.We are filing this complaint as a final effort to ensure accountability and service improvement. We are requesting that the Star-Advertiser resolve the delivery issues and ensure daily, accessible driveway delivery per the subscription terms, credit my mothers account for missed deliveries and inconvenience, and implement tracking to monitor recurring delivery issues for swift resolution.

  

  Business Response

  Date: 12/03/2024

  Gift Card should be fulfilled in the next few days from our e-giftcard vendor.

  Consistent delivery and placement of that delivery has been communicated and continues to be a work in progress.  Will update any new findings from the field.

• Initial Complaint

  Date:10/03/2024

  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.

  Around September 24, 2024, the home delivery person must have changed as my delivery has become intolerable. We had been previously having our newspaper thrown over our front chain link fence into our yard prior to 6:00 am. Now, no paper at that time, although website says delivery Mon to Fri 5:30 am. I now have to drive over to 7-11 at about 7 am to purchase paper every morning so I can read it during breakfast. The paper is sometimes placed in our mailbox around noon as it is there when we pick up the mail. I'd like to cancel delivery until a new person is hired to replace the present delivery person. I would like to resume home delivery then. I would like to continue digital subscription. Seems like a small problem until it affects you.

• Initial Complaint

  Date:10/01/2024

  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.

  Calling the customer service line today led to:Being on hold for 21 minutes, then being cut off.Being on hold for 14 minutes, then being cut off.Being on hold for 21 minutes, then being cut ****** filing this complaint

  

  Business Response

  Date: 10/07/2024

  We will make sure to reach out to this customer immediately.

  Not aware of any phone issues in our call center but will certainly take a deeper dive on it.

  Customer Answer

  Date: 10/16/2024

  In the messages portion of this record, the business says it will reach out to the consumer but I am not aware of receiving any such contact, either email or phone call. 
  Basically I think the issue is still open. 
  

  
  

  

  Business Response

  Date: 11/04/2024

  I will have a *** reach out to you this morning

  Customer Answer

  Date: 11/04/2024

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/23/2024

  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 7/31/2024, 11:38 am, I spoke to **** at ************, Honolulu Star Advertiser to cancel my subscription with the newspaper. On the invoice which I received for the next payment, there is a price increase in which the 3 month payment was nearly $50 more than before. I am a retiree on a fixed income and I was not notified by the Advertiser that there would be a substantial price increase. I was offered gift card from the Advertiser to offset the price, but I told **** that I am not interested in receiving a gift card nor do I want a gift card from the Advertiser. I just want my subscription to be canceled. Numerous times I told **** that I just want my subscription to be canceled. At the end of the call, **** assured me that my Honolulu Star Advertiser subscription would be canceled and my last newspaper delivery would be on 8/18/2024. However, I recently received a Second Notice Remittance Invoice for payment from the Advertiser and again, newspapers were delivered on Wednesday 8/21/2024 and Friday 8/23/2024 to my home. I should not be receiving a second notice to pay and home delivery as I canceled my subscription prior to 8/18/2024. I would appreciate assistance from the BBB regarding this matter. My Star Advertiser account number: ********************** Type: Weekend Plus. Thank you.

  Customer Answer

  Date: 10/08/2024

  This is in regards to my complaint # ********.  BBB assisted with my complaint against the Honolulu Star Advertiser.  My newspaper subscription was cancelled and the last delivery was on 8/18/2024.  Therefore, it was resolved.  
  
  However, on Friday 10/42024, we started to receive a newspaper delivery from the Honolulu Star Advertiser.  Subsequently, newspapers were delivered on Sunday, 10/6/2024 and again today, Monday, 10/7/2024 to our home.   (These newspapers have not been opened, it is still in the packages that it was delivered in)
  
  I did not request to have a newspaper subscription restarted.  My concern is that I will be billed for something that I did not request for and that I will not be able to have this matter completely resolved.   
  
  I am seeking assistance from the BBB regarding this matter.   
  
  Sincerely, 
  
  ***** Takai  
  

  
  

  

  Business Response

  Date: 10/08/2024

  Confirmed the account has been stopped

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22187791
  
  I am rejecting this response because: Newspapers from the Honolulu Star Advertisers have been delivered again from last week Friday 10/4/24, Sunday 10/6/24, Monday 10/7/24 and today, Wednesday 10/9/24.   We did request to have a newspaper subscription to be renewed.   We had requested to have our newspaper subscription to be cancelled and no deliveries.  Also, we do not wish to be billed for these papers as we did not renew a subscription.  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/29/2024

  We will make sure this is canceled.  

  Customer Answer

  Date: 10/29/2024

   
  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.  Thank you for your assistance as I do not wish to be receiving a newspaper subscription/home delivery from the Honolulu Star Advertiser.   

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

  Customer Answer

  Date: 11/14/2024

  I am requesting to have my case be re-opened.  On 10/29/2024, I received notification that the Honolulu Star Advertiser would take care of it by making sure that this is cancelled.  However, we have received newspapers again for Sunday 11/3/2024 and Tuesday 11/5/2024 that were delivered to my home.  I did not request to have the subscription/delivery renewed.  I would like the Honolulu Star Advertiser to terminate the subscription in a complete manner.  In addition, I should not be charged for any newspapers that have been delivered to my home after 8/15/2024.   

  Customer Answer

  Date: 11/18/2024

  Hi *******, 
  
  Thank you for your follow up email.  
  
  There has been an additional incident.  Yesterday 11/17/24 (Sunday), we received another Honolulu Star Advertiser newspaper delivered to my home.  This occurred at 1 pm.   A van drove up to the front of our home and a man tossed a newspaper to the front of our driveway.  Also, my husband and I noticed that our home was the only home on the street that a newspaper was being delivered to.   The newspapers are delivered in the morning and not in the afternoon. 
  
  I have not requested for a newspaper subscription renewal/activation.  From the beginning, I have wanted the subscription to be cancelled/terminated completely.  I should not be billed/charged for any newspapers that have been delivered after 8/15/2024.   
  
  Thank you for your assistance and attention to this matter. 

  Hi *******, 
  
  Thank you for your follow up email.  There have been additional events.  Newspapers from the Honolulu Star Advertiser were delivered to our home yesterday 11/18/24 and today, 11/19/24.  Yesterday, 11/18/24, the newspaper was delivered at 10:49 am and today, 11/19/24, the newspaper was already in my driveway this morning.   
  
  Newspapers are being continually delivered to my home.  I do not want to be charged/billed for these newspapers as I did not request to have the subscription renewed.   
  

  
  

  
  

  

  Business Response

  Date: 11/22/2024

  Customer's account was inactivated on 9/4/24 and any charges accrued from her expiration date, 8/18/24 - 9/3/24 have been cleared and Mrs. ***** has no balance with us.  As for the delivery she received on Sunday 11/17/24, the temp delivery person was using an out-dated list and mistakenly delivered a paper to their home.  That was an error out in the field, in our system they are still inactive and was not charged for that paper received.

   

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22187791
  
  I am rejecting this response because: I understand that the account is inactive and no charges were accrued from the expiration date.  The delivery on Sunday 11/17/24 was mistakenly delivered due to a temporary delivery person using an out dated list and I will be not charged for this delivery.  However, we still continued to receive newspapers being delivered to my home on 11/18/24 to 11/22/24 and it stopped on 11/23/24.  Then, it started again, with a newspaper delivered on Sunday 11/24/24 and stopped on 11/25/24 and 11/26/24.  Again, it resumed with a newspaper being delivered to my home this morning 11/27/24.  As long as we do not receive a billing for these papers and are not charged for these papers being delivered from 11/17/24  and my account remains inactive and no balance due, I am fine.  I do not know how much more I can communicate on this matter.  This is an internal issue that needs to be resolved within the Honolulu Star Advertiser.  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/12/2024

  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.

  i'm a senior citizen (70's) and feel i have been taken advantage of when renewing my subscription. My neighbor pays $37.71 and they have been paying that amount for years now. My subscription keeps going up and when I call the number ************ and ask them why i am paying so much, they say my neighbor has somekind of introductory offer. He has been getting the paper for years! How can that be an introductory?? when I further ask them. My phone all of a sudden is disconnected. So my new renewal is for $151.40 and I had argued about that price before getting hung up on. 20 minutes later *** calls me back from Star Advertiser and tells me the price on my renewal is no longer valid and now my renewal will cost me $200.00!!!!!!! ridiculous. This is an abuse of elderly. I deserve to know why I'm being charged this much. Furthermore once in awhile maybe once every 3 months. I do not get my delivery, yet my neighbors get their paper. I pay more yet I don't get the paper delivered steadily.

  

  Business Response

  Date: 07/19/2024

  Actually are full annual rate for Daily is $1,143.96 so this rate is half of that.

  Nonetheless I will have a customer service representative reach out to this customer to make sure they are comfortable with their rate.

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

  Customer Answer

  Date: 07/19/2024

   
  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:04/24/2024

  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 made a payment using my **** card to the star advertiser newspaper on January 7, 2024. On April 19, 2024 my paper was not delivered, so I logged into my online account and saw that delivery was halted. I have contacted via phone and email on six different occasions with no response. I attached the email confirmation of payment from them, as well as my **** statement that shows the payment was made. It is extremely frustrating since this paper is for my 88-year-old mother with dementia. I would like my newspaper delivery to be restarted as I have paid for this service months ago. Lastly, I included a $30 tip for the delivery person, which I doubt they gave to the person. I would like to verify they did indeed give the tip to the delivery person.

  

  Business Response

  Date: 05/09/2024

  I will have someone reach out today to recitfy