ComplaintsforChicago Tribune

Newspaper

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was living in **********, ** last year and subscribed to the Chicago Tribune e-version/online. I moved in February and wanted to cancel my subscription. There was no way to do it online. I was continually sent into a backwards loop. So, I called the customer service line. I was asked for an account number, which I did not have, and their automated system didn't recognize my email - although their system had emailed to me. (No account number on any emails though.) I finally reached someone and was told my subscription was canceled. But then I continued to be charged. So, I called again - went through the same annoying problem because I didn't have an email or account number. Finally reached someone again. They said, oh, you must have had two different accounts. I said, well that's weird, but ok, please make sure everything is cancelled. They said everything was cancelled and I wouldn't be charged again. But I was. I called again. They said it looked like everything was cancelled. Then I received an email stating I was due a refund and could they please have my mailing address to send a check. I sent it. In the meantime I was charged again. I continued to use the email thread they had sent to me about the refund. Now they said I had a refund of ***** and it was refunded to a card with the last four number that I did not recognize. I emailed again saying that was not my card number. I went back and forth a couple of times with them, and finally stated I was going to file a complaint with the BBB. Yesterday, I received a check for $4.95. Honestly, their practices are predatory in that it makes it extremely difficult to communicate with them and VERY difficult to cancel. The people they have answering the phones are difficult to understand and they don't seem to be able to work outside a set of specific circumstances. At this point, I'd love to have a full refund from whatever 2 accounts I had.
Business response
07/09/2024
July 9, 2024

Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune digital subscription(s).

The information you provided within this BBB Complaint and your digital accounts are being reviewed and proper course of action will be taken, if needed.
Please be advised that multiple accounts are not uncommon for digital subscriptions as we have Schools, Libraries and ******************* using several accounts and managed by one person. Each account would need their email address formally activated to each subscription in order to have digital access.
After reviewing Account *********, it seems **************** did provide assistance with processing a refund of the remaining monies reflected as this refund was discretionary associated with our no refund policy. This refund check was processed as initially this payment declined but due to your feedback a second refund in the amount of the difference of the last payment in the amount of $15.68 was applied back to the credit card on June 25, 2024. This second refund would equate to the full amount payment processed on June 11, 2024.
Also, **************** has been contacting you directly by email to assist further to any of your digital or billing concerns so please respond back if any additional assistance is needed. ****************** was in contact with you to provide assistance and you can contact us at anytime to assist with your **************** needs online at ***************************************************** or by calling directly at ************.

Thank you,
******
Executive Resolution Center

Customer response
07/09/2024

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 because it's not worth continuing. I find their communications reflect a misunderstanding and continue to apply a cookie cutter response rather than try to resolve the problem I actually had, but I think at this point there is nothing further to do. Likely their communications and response center practices will not change.

Sincerely,

***********************
Initial Complaint
06/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/4/23 I contacted Chicago Tribune in response to a mailed offer where I could receive the Sunday and Wednesday paper for a rate of $1.99 for 26 weeks of the paper. I provided my credit card and was billed for the full 6 months. The correct amount was *****, but they charged me *****. I then had to call back for a refund. The overbilling continued throughout the term of the subscription, and I even ended the subscription early because of the aggressive billing. They claim that there are special sections I was being billed for, but in violation of Illinois consumer law, they did not notify or detail them at any point. Tons of surprised bills, including the final one that was quickly sent to collections over a mere $20. Insane that a newspaper subscription is this aggressive. Ironically, I was a loyal seasonal subscriber to the paper for 10 years, but after they treated me like a criminal for re-subscribing using a promotion, I doubt I will ever subscribe again.
Business response
07/08/2024
July 8, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Chicago Tribune subscription.

The information you provided within this BBB Complaint as well as your account have been reviewed and it seems the additional charges associated with premium issues associated with the subscription shorten your original paid thru date. Thank you for your feedback as proper course of action will be taken, if needed. Please be advised these additional costs, which shorten your paid thru date, are associated with the premium issues reflected within your account disclaimers and Terms and Conditions. Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. After reviewing the subscription, It seems that the prior payment was already pending associated with the automated EZ payments therefore the refund of $42.51 needed to be processed by **************** manually. In the interest of fairness, due to the information provided I have processed a credit adjustment in the amount of the outstanding balance due on the account in the amount of $20.10 therefore no further outstanding balance due is reflected on this former subscription.
Once again, sincere apologies for any misunderstanding regarding this matter. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
07/08/2024

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. They have agreed to remove the additional charges.

Sincerely,

***************************
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
I paid them $299.00 to publish my manuscript in Book format, place in stores,etc. Sent my manuscript to them June 13, 2024 and arrived June 20, 2024 at their base address: *******************************************. Tribune told me that I should have sent it to ********. I said, can't you return it and I will send it to ******** or if that's your base, why can't you have it sent to ********?? They have spent days and nights telling me that they were having meetings about the problem. I kept saying, "why is this so difficult for you to do? They had my money...just ship it to ******** or back to me!! I contacted *** and they told me that someone in ********** accepted it so it couldn't be returned to me!!! Today the Tribune Publisher was going to say that they Never received it but someone in ********** did((their base). So now they have stolen my money and my book!! I am 74yrs old, on Social security and can't afford a lawyer!!!!
Business response
06/25/2024
This BBB Complaint is not correct for the Chicago Tribune. Please send to the correct company for assistance.
Thank you, ******
Executive Resolution Center
Initial Complaint
06/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since August-September, 2022, I have only subscribed to the electronic edition of the Chicago Tribune after ***** years of receiving the delivery of the print edition at my home.. For the last 3 months, they started charging another of my credit cards for a duplicate charge for the electronic edition, $19.96 a month while charging me $27..96 a month on another credit card. They claim that I did not cancel the subscription for $27.96 a month, however, my account online shows that it was stopped. They have refused to identify or rectify the payment problem, in addition to being extremely rude when I spoke to the billing department. I asked to be connected to a supervisor, and instead was disconnected.
Business response
06/24/2024

June 24, 2024

Please accept our sincere apologies for any misunderstanding or frustration you have experienced involving your former Chicago Tribune digital subscriptions.

After reviewing the information you provided, it seems another account was started in our system for Chicago Tribune digital service. Please be advised that multiple accounts are not uncommon for digital subscriptions as we have Schools, Libraries and ******************* using several accounts and managed by one person. Each account would need their email address formally activated to each subscription in order to have digital access.

As a valued former Chicago Tribune digital subscriber, we value your feedback and appreciate your patience and understanding. It seems that **************** did process a refund of the several payment amounts charged from one of the digital subscriptions in the amount of $59.88 during the **************** contact on June 19, ********* refund will process back to your credit card charged within the next 7-14 business days due to our standard processing times. Your feedback regarding your ****************** experience will be reviewed and proper course of action will be taken, if needed.

Should you have any questions or need further assistance, please do not hesitate our **************** Department at ************.

Thank you,
******
Executive Resolution Center

Customer response
06/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
06/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My Sunday paper has not been delivered for the past few weeks until I call to put in a complaint and to have paper redelivered. Account *********.
Business response
06/24/2024
June 24, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Chicago Tribune.
The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your Sunday deliveries could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. **************** has processed the missed delivery complaints and credits which have adjusted your account. The last complaint processed is dated June 9, 2024. Thank you for your most recent payment processed with **************** during your contact on June 21, 2024. Your delivery service as well as your account was discussed at that time. Also, I tried to contact you but reached your voicemail. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
06/04/2024
Complaint Type:
Billing Issues
Status:
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.
Chicago Tribune has been overcharging us for months...billing every 1 & 1/2 months for a 3 month time period. We did not realize this right away as we assumed a large company like the Tribune could be counted on. We figure it's been over $640 overcharge for the past 12 months
Business response
07/01/2024
July 1, 2024
Our sincere apologies regarding any misunderstanding or inconvenience associated with your former Chicago Tribune home delivery subscription.
The information you provided within this BBB Complaint as well as your account have been reviewed. It seems that you were not double billed but there was a change in your weekly rate effective July 6, 2023 as well premium issues, printed bill fees and delivery surcharges which can shorten your original paid thru date on your 8 week billing cycle. These additional costs, which shorten your paid thru date, are associated with the premium issues and delivery surcharges reflected within your account disclaimers and Terms and Conditions. Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. These details were discussed with no during your **************** contact on June 4, 2024. ***** **************** did contact you on June 21, 2024 which you declined any further assistance. Your account was cancelled effective June 30, 2024 which was your paid thru date on the subscription during your **************** contact on June 4, 2024.

Once again, sincere apologies for any misunderstanding associated with your subscription. If you would like any additional assistance, please contact **************** at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
06/04/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6-9-23 I paid the Tribune ***** for 52 weeks of Sunday delivery of the paper. It should have ended on 6-10-24.I started receiving bills from the Tribune on 2-10-24 that my subscription will end on 3-9-24. After many phone calls and additional bills, the Tribune cancelled my subscription on 4-28-24. On 5-1-24 I received an email from the Tribune offering me the 52 weeks of the Sunday Tribune for *****. I also was told I owed them 4.93. On 5-7-24 I mailed the Tribune a check for *****. the paper was delivered starting 5-12-24. I thought I was to receive the paper thru May of 25. I received a bill dated 5-12-24 and another bill dated 5-26-24. I called the tribune in May and again on 6-4-24 and am being told my subscription ends in October 2024. All I want is to receive my Sunday paper that I paid for thru May 2025.
Business response
06/18/2024

June 18, 2024

Our sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription.

Your feedback is acknowledged and your **************** contact will be reviewed for assistance. The information you provided within this BBB Complaint and your home delivery account has been reviewed. **************** has contacted you directly to discuss the account details and advised of what transpired. You agreed to have Sunday paper only instead of Wednesday and Sunday to honor the promised paid thru date for 52 weeks. For any additional information associated with our Terms and Conditions, please refer to www.tribpub.com/tc.

Please do not hesitate to contact our **************** Department at ************ for any other concerns.

Thank you,
******
Executive Resolution Center

Customer response
06/19/2024

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
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The Chicago Tribune throws unsolicited flyers on my property and my neighbors' properties. I have asked the Tribune to stop this several times and so have my neighbors, but the fliers keep coming. Because we do not ask for the flyers, it seems that garbage is being thrown on to our yards.
Business response
06/13/2024

June 13, 2024
Our sincere apologies for any inconvenience or frustration you have experienced due to the free deliveries associated with the Chicago Tribune.

Your feedback is acknowledged and proper course of action will be taken, if needed. The request to have the free deliveries stopped has been processed in our system therefore the the local Distributor has been notified of the information you have provided and ongoing request. After researching this concern, there are no active accounts associated with your delivery address. Thank you for your patience and understanding as this is being reviewed for assistance. Your delivery address has been designated as "Do Not Deliver" in our system due to your request. As far as the additional addresses discussed, the residents of those addresses would need to contact the Chicago Tribune for further assistance.

Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Chicago Tribune ***************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
06/14/2024

Complaint: 21781455

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
05/29/2024
Complaint Type:
Billing Issues
Status:
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.
I have received ******** Leaves for many years every Thursday until about 2021 when it stopped and was replaced by the Sunday Chicago Tribune. A representative told me that they do not have delivery people for my address in ********?? In April 2024 the Sunday paper stopped too. Last bill received from Chicago tribune was 1/3/2023 and I did not receive any other bills since then. I contacted customer service on 5/22/24 and they promise to send a bill in 48h that I did not receive. However, I did receive a letter from a collection agency for the amount of $13.I contacted **************** again today 5/29/24, they told me that electronic bills were sent but actually my email is not in the system, so most likely they did not send me any bills. Furthermore, they told me that even if I do not pay the bill, they send the paper for 3 more months and then they expect retroactively $13. This is not a good business model and I am not really sure it is legal.Chicago Tribune has no right to send to a collection agency and to damage my credit score without having the courtesy to send me a letter or to give me a call on this matter. Please be aware of these predatory practices before you sign up for your local paper.
Business response
06/12/2024
June 12, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with the Chicago Tribune.
Your feedback is acknowledged. The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be provided, if needed. After reviewing your former subscription, it seems **************** did provide assistance to this concern on May 29, 2024 and reviewed your account of which was stopped for non payment on April 11, 2024. It seems that the last payment received for this subscription was July 12, 2023 and several invoices were generated to your email address ***************** During your **************** contact, a payment was processed for the outstanding balance as well as the next bill cycle and your Oak Leaves account was restarted effective June 6, 2024.
Please do not hesitate to contact our **************** Department at ************ for any other concerns associated with your subscription.

Thank you,
******
Executive Resolution Center
Initial Complaint
05/29/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing this complaint on behalf of my father, ***********************, who is ************************************************************************************** the designated box for newspapers. My father is elderly and I have some health problems myself. I have contacted the Chicago Tribune about this issue. We have had days when the paper his not been delivered and we have had times where the paper delivery driver just throws the paper out the window and not properly put it in the box. My father has trouble bending down to pick the paper up from the ground and I have back and sciatica issues making it difficult for me to bend down as well as I usually get the paper for him when I let the dog out in the morning. I have called the Chicago Tribune about this multiple times, asked them to change drivers to no avail. When I am calling them I either get someone in ***** or the *********** and not in the **, which could be part of the problem. I believe that my father pays money for his subscription and deserves the service he pays for.
Business response
06/12/2024
June 12, 2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your father's Chicago Tribune subscription.
The feedback and information you provided within this BBB Complaint associated with your home delivery account is being reviewed and proper course of action will be taken, if needed. Your product placement request is being reviewed as the standard delivery location is to the driveway so any other request would need to be reviewed as this would be considered as a special request. We appreciate your patience and understanding while we work towards a mutual resolution to your father's delivery concern and special request. The local Distributor has been advised of this and will follow up with any additional information, if needed. **************** will be contacting you within the next 7 business days to confirm your newspapers have been received as scheduled to your satisfaction.
If any additional assistance would be needed for your father's subscription, please do not hesitate to contact our **************** Department at ************ for any other concerns.

Thank you,
******
Executive Resolution Center

Customer response
06/19/2024

Complaint: 21773899

I am rejecting this response because: The Chicago Tribune is great at talking yet they do nothing to rectify the problem. Meanwhile, my father is still paying to have his papers delivered daily and the deliveries are still sporadic. Please reopen this complaint and let the Chicago Tribune know that we want concrete answers.

Sincerely,

*******************************
Business response
06/26/2024
June 26, 2024
Once again, sincere apologies for any inconvenience or misunderstanding you have experienced associated with your father's Chicago Tribune subscription.
The additional feedback and information you provided within this BBB Complaint associated with your home delivery account is being reviewed and proper course of action will be taken, if needed. The missed delivery credit has been applied for the newspaper dated June 17, 2024 of which extended your father's paid thru date. Your father's product placement request is being reviewed as the standard delivery location is to the driveway so any other request would need to be reviewed as this would be considered as a special request. We appreciate your patience and understanding while we work towards a mutual resolution to your father's delivery concern and special request. The local Distributor has been advised again of this ongoing delivery concern/request and will follow up with any additional information, if needed. **************** will be contacting you within the next 7 business days to confirm your newspapers have been received as scheduled to your satisfaction.
If any additional assistance would be needed for your father's subscription, please do not hesitate to contact our **************** Department at ************ for any other concerns.

Thank you,
******
Executive Resolution Center
Customer response
06/27/2024

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,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary