ComplaintsforDaily Herald Media Group

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a notice from a debt collector for $94.44 for the Daily Herald suburban newspaper. I paid for a year's subscription from May 13, 2023 through May 13, 2024. I received a bill in March 2024 for a year and the price had doubled. I called them on 3/8/24 and told them I wasn't paying that and don't want the paper any longer, let it run out. Subsequently, I received a 2nd notice in May and two more bills after that, the last one marked final notice. Today, 7/15/24, I got a letter from a debt collector that I owe the Daily Herald $94.44 for a subscription to a paper that ran out 2 months ago. This is outrageous and unacceptable practice on the part of the Daily Herald. I've subscribed to the paper for 30 years and to receive this notice after I told them I didn't want it any longer is bad bad business. My mother worked for the Herald for 50 years and our family were friends with the founders of the Herald, ************ Paddock.

  

  Business response

  07/17/2024

  ****************, we apologize for your experience with our *************************** and for not receiving confirmation on your request to stop home delivery service. Your subscriber transaction history shows your call on 3/8/24, however it was noted in our system that you would call us back. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  As a result of this apparent miscommunication, we have taken the step to credit your account
  $45.44, with your current balance now showing as zero. Also,note the collection agency has been notified to stop all their activity on your account. Let us know if we could reinstate your service at any time, starting with two weeks of complimentary delivery. Thank you for your cooperation in this matter.
  
  Sincerely,
  
  *************************
  Circulation Manager
  o: ************
  *******************************
  P.O. ***************************************
  DailyHeraldMediaGroup.com

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am receiving notice for payment from the Daily Herald from this address. They are sending me a bill for a subscription to which I have never subscribed if someone throws a newspaper at my door early in the morning without any order. I have never ordered this newspaper or never subscribed to this newspaper. This company trying to make random money by compelling me to buy their newspaper. The bill amount is $31 which I do not have to pay. They have even given account numbers themselves without any purchase.

  

  Business response

  07/01/2024

  *************************, we apologize for your experience with our apparent unexpected deliveries. It is not our intent to deliver our product to anyone who does not wish to receive it, especially through an apparent miscommunication or a processing issue.
  
  Our records indicate a subscription was started in your name via a subscription order that was placed at the Shop & Save store location in ************* on 3/27/24, as part of an introductory promotion which you or someone on your behalf paid $20.00 cash for the delivery, which began 4/3/24. The individual who placed this home delivery order also received a $10.00 Shop & Save gift card from us to be used at this store location on or after March 27th.
  
  Thank you for responding via your BBB submission alerting us to your dissatisfaction and letting us know of your experience, so we in turn can investigate taking any corrective measures necessary with our sales process and home delivery service.
  
  Note your home delivery service has been stopped and your account has been credited in full with no affect to your credit rating. Please advise if you have any questions.
  
  Sincerely,
  
  ***********************
  Circulation Manager
  o: ************
  *******************************
  P.O. *************************************
  DailyHeraldMediaGroup.com

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to terminate my newspaper since May 17th, 2024. The newspaper keeps being delivered. There is no one to talk to or leave a message with. I have been emailing the circulation ***** to no avail. Last year I paid $245.40 for four days of delivery each week. This year it went up to $484.60. I keep being charged for something I do not want.

  

  Business response

  05/28/2024

  **************, we apologize for your experience and difficulty with your billing issues and with contacting our ****************************  Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  Note we have scheduled your home delivery to stop as of tomorrow, 5/29/24. There was a balance on your account of $19.59 which represented a rate increase as of 5/2/24 and service since May18th, and we have credited your account in full.
  
  Thank you for being a loyal Daily Herald reader and we hope to serve you in the future.
  
  Sincerely,
  
  ************************
  Circulation Manager
  o: ************
  *******************************
  P.O. *************************************
  DailyHeraldMediaGroup.com

  Customer response

  05/29/2024

   
  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

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  17 week newspaper trial began in November- and was pre- paid in full I contacted the Daily Herald in February to cancel any further subscription In April - I was contacted with a bill from ***** hersld I requested a final bill and termination I received neither ** 5/1/24 I emailed the circulation department - in writing this time - again requesting a final bill ** 5/7 I received a letter from a debt collection agency. I will pay the debt and request reimbursement and removal of my info and name from the agency

  

  Business response

  05/08/2024

  ********************, we apologize for your experience with our *************************** and for not receiving confirmation on your stop and final invoice requests. Your subscriber transaction history shows no call/email to cancel delivery, but does show three call attempts made to you after your credit card payment was declined. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  Please advise if you mailed a payment as of yet, as this impacts our next step: whether to provide a refund or to simply credit your account in full. Note the collection agency has been notified to stop all their activity on your account. Let us know, and thank you for your cooperation in this matter.
  
  Sincerely,
  
  *************************
  Circulation Manager
  o: ************
  *******************************
  P.O. ***************************************
  DailyHeraldMediaGroup.com

  Customer response

  05/08/2024

   
  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 have not mailed the ***** and Biel check yet. With that, no refund is necessary 

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

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After previously filing a complaint about unsolicited newspapers being left on my lawn and resolving the problem I find myself back again for the same reason. I have not requested nor do I want garbage being tossed into my yard. I want this activity stopped immediately.

  

  Business response

  04/03/2024

  **************, we apologize once again for your experience with our sales contractor.Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. The approach is simple: contact non-subscribers with an introductory special home delivery offer, and if accepted, confirm all aspects of the offer. It is not our intent to do business in a manner contrary to the above and to deliver our product to anyone who does not wish to receive it, especially through an apparent misrepresentation or lack of clarity of the offer and facts.
  
  Our records indicate that on 3/29/24 a Friday/Saturday/Sunday subscription order was started in your name through an independent telemarketing contractor as part of an introductory promotion.  A $5.00 electronic gift card payment was received courtesy of ************************* on your behalf to pay for 20 weeks of service in exchange for you participating in a survey. In good faith we were delivering a paper to you, unaware that you did not wish to receive it. Note we have made arrangements to stop your service effective today, 4/3/24, and we have credited your account in full.
  
  Thank you for responding via BBB alerting us to your dissatisfaction and especially to this individual subcontractors apparent misrepresentation or lack of clarity of the subscription offer. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else.
  
  Sincerely,
  
  
  *************************
  Circulation Manager
  o: ************
  *******************************
  P.O. Box 280 | *******************, ** 60006
  DailyHeraldMediaGroup.com

• Initial Complaint

  01/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I pay for Sunday only and very often, there is no newspaper delivered. I then have to let them know through their website about the missing paper. Sometimes, the paper is delivered late, but there have been times that there is no paper at all. My husband wants the paper because it has a television section. Otherwise, the newspaper is pretty much useless. They sure are greedy about payment, yet seem reluctant to provide what I pay for.

  

  Business response

  02/07/2024

  **************, we apologize for your experience and difficulty with your Sunday deliveries. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  Our Circulation Call Center Coordinator ***** attempted to make contact with you the past few days to ascertain if replacement deliveries were made on your missed paper complaints of 10/29, 1/14, and 1/21. Credit was already applied to your account for the missed delivery on 1/28/24. Although ***** did not receive a return call, she took the liberty and applied credits for those three additional dates noted.   
  
  Thank you for your patience in us correcting your service issues and for being a loyal Daily Herald reader.
  
  Sincerely,
  
  
  ************************
  Circulation Manager
  o: ************
  *******************************
  P.O. Box 280 | *****************, ** 60006
  DailyHeraldMediaGroup.com
  

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a Home Delivery Customer for over 24 years. About two years ago my wife and I noticed billing from the DAILY HERALD was just too often. Upon researching this, we found that we had paid nearly $900+ for each of the previous 2 years of Home Delivery for the Daily Herald. We kept getting billed and we just paid the bill each time without question. Once this was discovered, I called the ** and was told that my 'new annual subscription' would be for $203.80 (attachment) for Service Dates 10/11/22 - 10/10/23. I promptly paid by check and the ** received my check on 10/20/22. We DID NOT ask for any money back and just chalked it up to our own stupidity. Since that date I have received 3 additional bills stating my subscription was up for renewal. (April 2023, September 2023, October 2023 each for $578.20 and none the correct date of renewal (attachment) - totaling over $1700!!!) Honestly it wasn't that much before but the same thing kept happening as before - we'd get a bill from the ** and instead of paying it, I called and each time I was told "...we have corrected our records, thank you..." I have to believe that this practice of billing is not unique to us, but a practice to increased revenue or someone is stealing in the billing department! Either way this is deceptive and fraudulent. I cancelled today but asked for the service to remain through what I had already paid (10/10/23) but I am not sure that will happen. In closing, we enjoyed getting the Daily Herald each day and had been long time customers, but they can't get a simple annual billing down and then kept sending me statements for $578.20 claiming my subscription was up for renewal. I'd really appreciate hearing directly from them as to this problem.

  

  Business response

  10/05/2023

  ******************, we apologize for your experience and difficulty with your billing issues. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  Our Circulation software system newly installed last year prematurely increased your subscription rate prior to your expiration date/end of subscription period, which resulted in the higher rate shortening your expiration date, and causing the numerous invoicing on your account.
  
  Per your last phone call to us and Call Center Coordinator Cindys phone call to you today, your service will continue to 10/20/23. We hope you reconsider stopping your home delivery service and calling ***** to reinstate it, or feel free to contact me directly.
  
  Note our subscription rate is prominently listed in the newspaper daily on page 3, and thank you for being a loyal Daily Herald reader.
  
  Sincerely,
  
  *************************
  New Business Manager-Circulation
  o: ************
  ******************************* 
  P.O. Box 280 | *****************, ** 60006
  DailyHeraldMediaGroup.com

  Customer response

  10/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me. I however do not understand the numerous invoices even though I called each time and was told that they corrected their records.  I completely understand that 'new systems' can cause problems and issues, but the first call should have been enough, oh well.  The ** personnel that I have spoken to were courteous and knowledgeable, save the last person that caused my complaint.  I have reconsidered and will remain a ** subscriber.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Missed paper several times and reported on auto service which says your, complaint has been registered but thats all you get never comes a replacement when called customer service today Thursday at 1 pm called says no one available till tomorrow working hours end at 12 noon So you get auto answer in am and no one afternoon this paper doesnt care !

  

  Business response

  09/17/2023

  ****************, we apologize for your experience and difficulty in receiving your deliveries and/or replacement copies. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  I understand ***************** spoke with our Call Center Coordinator ***** who arranged for a credit adjustment on your subscription for the 9/14 missed delivery. Please advise if we could be of further service to you.
  
  Sincerely,
  
  *************************
  New Business Manager-Circulation
  o: ************
  *******************************
  P.O. Box 280 | *****************, ** 60006
  DailyHeraldMediaGroup.com

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account #******. I have been a loyal subscriber to the Daily Herald for many years. My original subscription was 4 days a week. When I retired I cut back to Sunday only delivery. I have been on the auto pay plan & when I noticed a recent post to my credit card of $100 for the next 2 mos subscription, I was taken aback & decided to crunch some numbers. Since there are 10 Sundays in the billing cycle commencing 7/10 that comes to $10 a paper! I reviewed all of my credit card statements for this year, & when I did the math I discovered that I was being charged anywhere from $8.10 per newspaper earlier this year to $10.85 during the most recent completed billing cycle. If this isn't price gouging what is? More than double the newstand price? I do expect to pay more for home delivery, & do not take issue with the current $1.60 surcharge, however, I have been paying an average of $8.01 for just the Sunday paper so far this year, & don't see how you can justify this. I wish I'd looked more closely at my bills sooner, however, I made the mistake of assuming the Daily Herald would charge a fair price. I called the **** twice last week, & when i wasn't satisfied with response from customer service rep, I asked to speak with a manager. Was told she'd call back within 48 hrs. When I did not receive a call back within 48 hrs I called again & threatened to cancel my subscription, upon which I was offered a better rate. When I asked a question about that, I was told the manager would discuss it when she called. Once again, I have not received a call back. This is probably the worst customer service experience I've ever had. You have a customer who's already upset about being grossly overcharged, & then don't even call them back--twice in a row!

  

  Business response

  07/19/2023

  **********************, we apologize for your experience with our *************************** and for not receiving a callback confirmation within the promised timeframe. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald apologizes for any inconvenience we may have caused.
  
  We will honor the price our representative quoted for you, and confirmed by our ******** Service Supervisor ****** with you today.  
  
  Please let me know if we could be of further service if needed, and we hope we could regain your confidence in our billing and customer service moving forward. Also, you have my direct phone number and email address below for your future reference. 

  Sincerely,

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

  Circulation Manager

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

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

  Customer response

  07/28/2023

  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.

  This complaint has been resolved to my satisfaction.

   

  Thank you for your assistance.

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a subscriber to the Daily Herald for many years. When my renewal statement arrived in June I called to inquire about a senior discount that was extended to me the last couple of years. I was basically told too bad. It doesnt exist. So I contacted customer service and a representative named ******* emailed me with the price of 234 which I accepted. This is about what I have been paying. Then today another rep named ****** contacted me and said the price would be 298. Said there is a surcharge . I dont know what is going on but as a long time customer I would hope they honor the price I was quoted. I saved the email should you need proof. After 20 years I am not sure why I am being treated like this and also having doubts if I even want to do business with them. Very disappointing and unprofessional. If I buy something in a retail store for the advertised price I sincerely doubt that I would get an additional surcharge added at the register. Thank you

  

  Business response

  07/12/2023

  ******************, we apologize for your experience with our *************************** and for receiving inconsistent information from our representatives. Thank you for responding via your BBB submission alerting us to your dissatisfaction. The Daily Herald is sorry for any inconvenience we may have caused.

  We will honor the price Madisyn quoted for you, credit your stopped account in full, and would like to restart your subscription for you.

  Please let me know if i could make these arrangements, as we hope we could regain your confidence in our billing and customer service. You may respond in any manner you prefer, via a BBB message, a call to my direct line ************** or an email to *******************************. 

  Sincerely,

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

  Circulation Manager

  Customer response

  07/12/2023

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

*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. ↩