Complaints

This profile includes complaints for The Idaho Statesman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Idaho Statesman

  827 E Park Blvd Ste 260 Boise, ID 83712-7784

• 

  The Idaho Statesman

  31572 Industrial Rd Ste 400 Livonia, MI 48150-1838

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:11/22/2024

  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.

  Without any warning or authorization, The Idaho Statesman renewed my subscription for one-year and charged my credit card $203.99 on 11/17/24. (An amount double what's offered on their website). When calling them you reach a call center in The *********** where I was told they will not cancel my subscription and do not make refunds. Call taker was completely uncooperative. I tried calling the ************ and only reach phone trees... never a human. What a horrible way to do business. I logged onto their website and selected 'cancel subscription'. I've disputed the charge on my credit card and now wait for a response. I want my money back and to never do business with this company in the future.

  Business Response

  Date: 11/23/2024

  Thank you for contacting the Idaho Statesman. We have reviewed the account for *** ***. A notification should have been mailed or emailed to the address or email address on file 30 days prior to your renewal. All prices are subject to increase as outlined in our Terms of Service upon signing up for a subscription. Offers on our homepage and third party vendors are introductory offers for new subscribers. We would like to keep you as a subscriber and offer you a discounted price of $49.99 for 52 weeks and to refund the difference that was drafted from your account on 11/17. One of our Wecare specialist will contact you directly with more information on options. If you have any further questions you can call our customer service department at ************.

• Initial Complaint

  Date:09/02/2024

  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.

  I'm unable to cancel the Idaho Statesman subscription. I've repeatedly gone through the cancellation process, including going through their customer service where they told me they cancelled the subscription, and it STILL isn't cancelled. I've cancelled through the digital process, where I get a receipt saying my subscription is cancelled and it still isn't cancelled!!!Worst company ever!

  Business Response

  Date: 09/02/2024

  Thank you for contacting The Idaho statesman. We do apologize on the experience *************************** has had trying to cancel the account. Customers account has been reviewed and the original cancellation date was to take affect on September 11, 2024. If a customer requests a cancellation, it takes effect at the end of the current subscription paid term as of today we show the cancellation has been changed to September 6, 2024. If you have any questions, please contact us at ************
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  Around May of this year I canceled my card and got a new one. All of my subscriptions ended except the one with Idaho Statesman. They have been charging my account when there isn't a card connected to the account. They have refused to cancel my subscription and have continued to charge my account even after I have repeatedly told them to cancel my subscription. At first it was around $30 that was charged. In the last few days that number has gone to $90. In my various calls with them, they have tried everything to prevent me from unsubscribing. The fact that they didn't cancel my subscription after the first 10 times I have told them to cancel proves that. When I told them that if the transaction for a subscription doesn't go through, the subscription ends, they said I don't know how subscriptions work. I want the charges dropped, my account to them deleted, and then I want them to never contact me again. This is predatory, scam behavior.

  Business Response

  Date: 06/29/2024

  Thank you for contacting the Idaho Statesman. The account for ************************* has been stopped effective 6/29/2024. The last payment was processed on 5/10/2024 all other payments from that time forward declined. Our retention team started making attempts to collect a payment around 5/28/2024 noted on the account. I do show multiple calls from our retention team noting the cancellation request the agent/agentns should have processed a cancellation immediately. I apologize that that was not done. Prior to the last payment on 5/10 we did not receive a cancellation request as required to stop service.. At this time the calls are being reviewed and any balance on the account has been removed due to the account remained active until 6/29/2024 with payments being declined. All solicitation vendors will be notified to remove ************************* off any list to attempt to start service. ************************* has been added to our do not call list. If you have any questions please call the customer service department at ************. 

  Customer Answer

  Date: 06/29/2024

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

• Initial Complaint

  Date:05/22/2024

  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.

  On 04/25/24 I was charged $455.99 on my credit card from Circulatio (Idaho Statesman).I then did some some more analysis on my credit card charges and I found out I was already being charged $40.99 per month (last charge was 04 /11/ 24) for an ADDITIONAL Id ********************** ********************* I then called the Circulatio (Idaho Statesman) on 05/06/24 and talked to *** which was the day I noticed the charge. Per the telephone number on the credit card charge I was told that this was an annual fee for my online subscription service. I was also charged for a separate online service at $40.99 per month. All online. I told *** I have no idea why I would have 2 accounts with **********************. They told me that is what I signed up for online. I also stated I thought these subscription charges were excessive. I stated that I would like all of my Idaho Statesman services cancelled immediately. She said that they would refund me the full $455.99 do this but it would take 7 to 10 business days (again that was on 05/06/24. They also offered me a new deal at a discount of over 75% to keep one account open. I said no thanks, I consider these charges excessive and I prefer not to do business with a company that adheres to these predatory practices.As of today 05/22/24 I have not received any credits on my credit card. I also have never received any email confirmation from the Idaho Statesman saying that my accounts were cancelled. I called the number again and went through the same process with ******.They again promised to credit my account but now it would not be the full $455.99 since more time had elapsed. The Idaho Statesman is taking advantage of people in my opinion. ****** said it would take an additional 3 to 5 business days. I told him that makes no sense at all. i also requested an email from them confirming my cancellation and my credit to my account.

  Business Response

  Date: 05/23/2024

  Thank you for contacting the Idaho Statesman. The accounts for ******************************* have been cancelled. A refund goes through an approval processed sometimes there may be a delay in this processed at this time the refund has been approved for $438.45 the remaining balance on account # ********. It seems that ************************ had 2 account with different email addresses. Subscriber was informed of our Terms of Service a full refund is not available at this time. The final stage of the refund processes has been started the refund will process back to the original form of payment on file and should be received in the early next week which is the week of 5/27 the refund request was initiated on 5/12/2024. If you have any questions please call our customer service department at ************.

  Customer Answer

  Date: 05/30/2024

  Hi,

  I apologize if I did this wrong.

  I do not know what I failed to response to. Again, I am sorry.

  The following is my current status:

  I have now been given a partial refund from the Idaho Statesman.

  I requested a refund of $455.99 from a disputed charge on my credit card on 4/29/2024.

  I see that they have now credited my account $438.35 on 5/28/24. Which is not the full refund they promised me. But still way better than before.

  I am agreeable to close this out. Because of the time involved and I did get a 96% of my money back.

  Thank you very much.

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

• Initial Complaint

  Date:04/26/2024

  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.

  Requested cancellation of the paper due to their recent changes in their format and deletion of daily word jumble which was included when I renewed my subscription. When I contacted and ask for a refund for the years premium that was to be effective May 1, 2024 I was told they would not cancel until May 1, 2025. I requested cancelation of service April 26, 2024 and ask for a refund for of the money we paid for the renewal that was to go into effect May 1, 2024. Please help me get my refund.

  Business Response

  Date: 04/29/2024

  Thank you for your message The Idaho Statesman. Our records show your account has been stopped 4/29/24. We do apologize for an inconvenience. The digital content and news has not reduced in content or puzzles/games. The digital content has been upgraded to include interactive puzzles and games and still include the word jumble on the days the paper is printed (Wednesday, Friday & Sunday). The digital subscription also includes 24/7 news and content on the website, app and through newsletters. It is available on a computer, tablet, laptop & phone. 

  As a courtesy, we will honor this one time refund. Please look for an email within the next ***** hours for confirmation.

  Please note, the digital content was not based off the printed edition. It was a platform to add content and now to include the upgrade of interactive puzzles. Digital access also includes access to all ************** sites (30 markets). This is another additional feature to digital access. There is access to daily Jumble in other markets like Sacramento Bee. We are sorry to hear you are canceling your subscription. Our hope is you will see the added benefits of the redesigned digital pages. 

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

  Thank you

• Initial Complaint

  Date:01/25/2024

  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.

  In October 2023, I requested my account to be cancelled and they acknowledged that cancellation. In November 2023, they charged me $95.99 for a subscription renewal that I did not want or authorize. I am working with my bank to receive a refund but there is more to this story.On 24 January ****, I received a renewal notice again from them for payment of a new subscription. I immediately called and emailed them to again claim the account was closed in October 2023 and they agreed and that no fees were due. Then customer service sends me a response and told me that I owe them $15 for the month of January when they have not paid me back for the unauthorized renewal they did in November. This is a very predatory on subscribers and is illegal for them to be that aggressive.No one should subscribe to them, look at their current business rating which is an "F" for their business practices.I want my refund for the unauthorized subscription renewal and to be left alone by this company.They seem inept within their customer service office if they cannot realize they have billed me in November ********************************************************** October 2023.Shame on them and their leadership for their predatory business practices!Do some research before opening a subscription with the Idaho Statesman.Maybe the news in our area should look into this and provide an unbiased report on the newspaper to get ground truth on their business and what they are doing to consumers!

  Business Response

  Date: 01/25/2024

  Thank you for contacting the Idaho Statesman. The account for ********************* was stopped on 1/25/2024 the start for this account was set up on autopay which requires acceptance of our terms of service and automatic payment schedule. The account was drafted on 11/26/2023 the previous year it was 11/28/2022. All cancellation have to be received prior to the next billing charge if not the account will be stoppped on the next renewal date. We did not receive a cancellation request until 12/29/2023. Our office received a cancelled payment from the bank which then created a balance of $15.92 No refund is available and we have removed the balance owed on the account. Terms of Service can be found on the Idaho Statesman homepage. If you have any questions you can contact the customer service department at ************.

  Customer Answer

  Date: 01/25/2024

   
  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:01/18/2024

  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.

  In December I contacted the Idaho Statesman about a double billing error. The response indicated that they would nor refund or credit the months I was double billed. Since the Idaho Statesman refused to correct their error, I chose to end my subscriptions. The Idaho Statesman chose to discontinue my subscription on December 17, 2023. My January credit card statement shows a charge of $21.24 for a subscription that the Idaho Statesman has not digitally delivered since December 17th. I have lost faith in the Idaho Statesmans ability to ethically or honestly correct their error.

  Business Response

  Date: 01/19/2024

  We sincerely apologize the refund was not processed for the duplicate account.  The refund of $ ***** has been escalated to our Finance Department.

  The customer should see this refund on their credit card within 3-5 business days.

   

  Thank you,

  The Idaho Statesman

  Customer Answer

  Date: 01/19/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 01/19/2024

   
  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:10/08/2023

  Type:Sales and Advertising 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.

  Subscription on 6/23/2023 was for Home delivery. Home delivery stopped on 10/09/3023. Digital delivery is of no value to me

  Business Response

  Date: 10/09/2023

  Thank you for your messag to The Idaho Statesman. The Idaho Statesman did not stopping printing or delivering the paper. The delivery of the news has just made a change in how we deliver the news. The paper is still delivered Wednesdays, Fridays and Sundays. However, it is now mailed and is scheduled to be delivered with your mail the same day. Outside of the delivery days, you have full access to the paper through your digital access. Our records show your account is currently activated for unlimited digital access (includes: any tablet, phone, computer, laptop). Digital access includes the eedition everyday (this is the exact replica of the printed paper). It also includes newsletters, if you choose to receive them, and all website ***********. 

  Your account is paid and expires on 12/27/23. You will receive a renewal notice 3-4 weeks prior to the expiration date. If you choose not to renew, please call, email, chat or write to us to make the request.

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

  Thank you

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jul 28, I renewed the newspaper morning print delivery for 1 year for $312. Aug 4, the Statesman announced they were discontinuing morning home delivery. I cancelled my subscription on that day. They stopped delivery on August 15th. I expected a refund, however, they say subscriptions are nonrefundable (a new policy as of June, according to them). I had no warning that the home delivery service was going to be discontinued when renewed. I have subscribed to the Statesman for many years and had no reason to question the renewal. It was very deceptive to accept my renewal and then radically change the service and refuse a refund only a 6 days later.

  Business Response

  Date: 09/26/2023

  Thank you for contacting The Idaho Statesman.

  All of our subscriptions have a no refund policy.  The Terms of Service is indicated on our invoices and renewal ********.  This is also printed daily in the newspaper and also online.

  We will refund $318.54 back to *****************************   This has been sent to our ****************** to process.

   

  Thank you,

  The Idaho Statesman

  Customer Answer

  Date: 09/28/2023

   
  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.

  Thanks for your help!  I think that there are many more people that have the same issue.  I hope they receive you assistance as well.

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

• Initial Complaint

  Date:02/21/2023

  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.

  I paid my bill which shows "Pays From January 6, 2023" "Pays to March 3, 2023". When I called to cancel my subscription they will only give me credit to February 27, 2023.

  Business Response

  Date: 02/22/2023

  To BBB:
  
  Thank you for bringing this issue to our attention. Its vital that we hear from our customers when they are not satisfied with the services. We received the complaint on 2/22/23 with assigned ID #********
  Account Number: ******** - ***************
  ****************:
  We have credited your subscription with this one-time amount to correct the expiration date of 3/3/23. 
  Please let us know if you have any questions.
  Sincerely,
  
  ***********************
  Customer Care Specialist
  

  Customer Answer

  Date: 02/28/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 03/01/2023

  Regarding case #******** They have breached their agreement already. I was to have credit until March 3, 2023 but did not receive the product today.
  

  
  

  Business Response

  Date: 03/01/2023

  Thank you for contacting the Idaho Statesman. We have reached out to our internal coordinator to make sure all future deliveries are being made. We make sure to reach out to you the next few days and next week to ensure this issue has been corrected and resolved. We apologize for any inconvenience we are committed to make sure this is resolved.

  Customer Answer

  Date: 03/01/2023

  I am rejecting this response because: you did not address the current missed day.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/13/2023

  Thank you for your message to The Idaho Statesman. We do apologize for the missed delivery on 3/3/23. The account was credited to 3/3/23 and is currently in a grace ******* As of today, 3/13/23, the account is in a grace ******* The account has been credited for 3/3/23. Since the Statesman does not stop subscriptions automatically, please contact us to let us know if you are continuing delivery, making changes on your account or stopping the subscription.

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

  Thank you

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19444318
  
  I am rejecting this response because:

  I already stopped my subscription. Why do they want me to contact them again?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2023

  Thank you for contacting the Idaho Statesman. The account for ********************* still remains active we do not show a cancellation request being received. No further complaints have been received for missed papers. If you wish to cancel your service you will need to contact the customer service department at ************. 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19444318
  
  I am rejecting this response because: I called on February 21st and canceled our subscription.  The initial issue was my subscription was to end March 3rd, and they tried to say it was ending February 27th.
  
  Sincerely,
  
  ***************************