We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Newspaper

Chicago Tribune

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Chicago Tribune's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Chicago Tribune has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 299 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 February I called Chicago Tribune complaining about their cost increase for home delivery. They agreed to lower my rate to the previous rate of $357.37 for 13 weeks. They said that because of their computer system they would need to charge my credit card $643.64 and would process a refund of $292.63 within 7 business days. (confirmation number 141z5125325). They even sent me a confirmation email of the new rate, attached. When I got my credit card bill the promised refund was not there. I called again yesterday and talked to someone named "***". He seemed to have trouble understanding me, and today I found that he had cancelled my subscription.What I want is: 1. The promised $292.63 refund and 2. My subscription to be restarted.

      Business Response

      Date: 04/24/2025

      April 24, 2025

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

      The information you provided within this BBB Complaint regarding this concern and your feedback is being reviewed and proper course of action will be taken, if needed. After researching your account, I have restarted your account effective April 15, 2025, and it seems that due to your request processed using our automated system, your account has been placed on a temporary vacation hold dated April 26th with a restart date of May 7, 2025. Your requested refund has been processed on April 14, ****************************************** the amount of $292.63 so please allow ***** business days for this to be applied associated with standard processing times and procedures. 

      If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.

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




      Customer Answer

      Date: 04/25/2025

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:04/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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 subscribed to the Chicago Tribune last year and cancelled about six months ago via phone. I continued to get the paper and was billed so I called again to cancel a second time. This time I removed my credit card info from the account. They continue to send me the paper and somehow still charged my credit card even though it was "supposed" to be erased from my account!!!I called a third time and was assured my account was cancelled. This time I got a new credit card so my old number was no longer valid. Now I'm getting threatening emails asking for money. I called a forth time and was told that ALL their computers were down for upgrading for two weeks! I send them another email and now I'm told that THIS time my account is really cancelled and *** they want more money from me? No mention of the refund I asked for due to them taking money from my checking account without my permission.

      Business Response

      Date: 04/23/2025

      April 23, 2025

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

      The information you provided within this BBB Complaint regarding this concern and your feedback is being reviewed and proper course of action will be taken, if needed. It does seem that an email was received in October 2024 but we had discussed another account rate offer along with informing you that your account would remain active until your response was received. During your **************** contact on January 17, 2025, a cancellation was processed effective the paid thru date of March 9, 2025 which would correlate with our procedures for cancellation.

      In the interest of fairness, I have processed a credit adjustment in the amount of the balance due in the amount of $26.43 associated with the additional account charges for this subscription as well as process a refund in the amount of the last payment on January 16, 2025 in the amount of $42.12 due to the feedback provided even with our no refund policy. Please allow 21-30  business days for the refund check in the amount of $42.12 to be received due to standard processing times and local **** mail timetables. You can disregard any prior bill statements received as they would no longer be valid.

      If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.

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

      Customer Answer

      Date: 04/24/2025

       
      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.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:04/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 have been attempting to cancel my Tribune subscription since September of 2024 as each month my credit card would get charged upwards of $50 for subscription fees, each time I have called the customer service representative has assured me the billing would stop and that they have cancelled my membership, but i have still been getting billed every month. Since January 2025, the Tribune has charged me nearly $300 in subscription fees, once within a few days of each other in the SAME MONTH, with no resolve and no help from customer service. Their policies are very predatory and have cost me so much over the years when i signed up for the $1/week online subscription to begin with. i feel as though i am being extorted for my own money from this publication. Shame on the Tribune.

      Business Response

      Date: 04/18/2025

      April 18, 2025

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

      The feedback and information you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, only one account was located associated with your information but multiple accounts are common as we have customers who request multiple emails accessing the online subscriptions. Further research is needed due to your feedback and your customer experience therefore **************** will be contacting you directly to obtain any further proof of payment associated with this matter. Your Account ********* has no notations that you had requested to cancel your digital service until this complaint. Therefore, in the interest of fairness, I have processed a refund in the amount of $206.43 which is the total amount of Proof of Payments you provided within this BBB complaint. This refund will be applied back to your credit card processed within the next 7-10 business days due to standard processing times.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
      Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.

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


    • Initial Complaint

      Date:04/03/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      When contacting Chicago Tribune via ************, the representatives claim subscriptions will end when the next billing is due. Accounts appearing are: 1 digital, 3 Sunday Only, and now 2 Thursday Only (a local paper). Most recently, without consent, a 2nd local publication was added rather than cancelling all of the subscriptions. Moreover, when logging onto the account (which shows 6 items), the "select" button to "manage" the account does not show--which credit card is being billed, the billing date, or subscription start/end/renewal date. In other words, it is impossible to cancel the account which has gone from one digital account to become 6 accounts with 4 separate account numbers. This is insane and needs to stop!

      Business Response

      Date: 04/25/2025

      April 25, 2025

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

      Your feedback and dissatisfaction you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your feedback and researching this concern, all former accounts have been cancelled at this time. Please be advised that previously complimentary Sunday only Chicago Tribune subscription(s) were created in addition to your former digital only subscription of which no payment charges had processed. It seems that **************** did cancel all account(s) and Account ********* was cancelled effective March 5, 2025 along with a refund of the last payment of $40 was processed back to your credit card processed. This refund would have taken up to 30 days to be applied due to standard processing times.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
      Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.

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


      Customer Answer

      Date: 04/29/2025

       
      Complaint: 23150899

      I am rejecting this response because:

      At issue were new accounts added by ******************** representatives each time we tried to cancel #********* (the digital account).  In its BBB response, the Tribune did NOT address the cancellation of those other accounts.  They are listed as "STOPPED" rather than "CANCELLED"--what we requested.  "Stopped" can be interpreted as "stopped for vacation" or "stopped--temporary."  Moreover, because of the Tribune representatives actions, we started receiving 2 copies each week of the Sunday only Tribune as well as 2 copies of the Thursday only  *************, highlighting the problem when calling the ************ number for "Do you have questions about your account?).

      We want specific confirmation the following accounts ARE ALSO CANCELLED: 

                 ********* (Thursday only--The Lake Forester)

                 ********* (Sunday only--Chicago Tribune)

                 ********* (the complimentary account tied to the digital account).

      Sincerely,

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

      Business Response

      Date: 05/05/2025

      May 5, 2025

      Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription(s).

      The additional feedback and dissatisfaction you provided within this complaint as well as your cancelled inactive account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your feedback and researching this concern, all former accounts have been cancelled at this time. As per your request, please be advised that and be this confirmation that the following accounts are also cancelled Account  ********* (Thursday only--*****************) effective April 10, 2025, Account ********* cancelled February 10, 2025, Sunday only--Chicago Tribune, and Account   ********* cancelled April 6, 2025 which is the complimentary account tied to the digital account.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

      Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune *************************** at ************.

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


      Customer Answer

      Date: 05/08/2025

       
      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.

      They have confirmed the cancellation of the original subscription as well as the other 3 accounts (reflecting 5 subscriptions!!!) arbitrarily added by the representatives despite asking them to cancel the first subscription.  We ended up with 4 account numbers and 6 subscriptions.  That's not good customer service.  We've encountered other subscribers who have had similar experiences recently.

      Sincerely,

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

    • Initial Complaint

      Date:04/02/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      This complaint refers to significant charges of close to 500. over the past year from the Chicago Tribune for unauthorized subscriptions. We have been loyal home delivery subscribers for over 32 years. We attempted on 4 occasions to speak to customer service seeking an explanation of the charges and reimbursement. The only explanation we received was that in attempting to open the digital interface of our subscription we "may have subscribed to a promotion in error", as they showed THREE accounts for ******** ******. We are seniors and that sort of error without any protective alert is not impossible. Especially if the activity was only to open up and read the digital interface. We feel that these charges were truly not authorized and are seeking reimbursement. Each call to customer service replied that our complaint would need to "go to management for review" and we would hear from them within 48 hours. It is now one month from our first call, 2 weeks from our last call, and still no communication from management. We are seniors and this is a true hardship.

      Business Response

      Date: 04/17/2025

      April 17, 2025

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

      The feedback and information you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, multiple digital only accounts were started online associated with your email address ********************* ******************* and *********************** Multiple accounts are common as we have customers who request multiple emails accessing the online subscriptions. Further research is needed due to the amount of accounts reflected in our system and feedback regarding your customer experience.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
      Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune *************************** at ************.

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


      Customer Answer

      Date: 04/17/2025

       
      Complaint: 23152731

      I am rejecting this response because:
      The Chicago Tribune continues to assert that we signed on for multiple subscriptions and are responsible for them. We disagree that we subscribed to anything beyond our subscription for home delivery for the full week and later for Wednesdays and Sundays. Rather than battling with the Chicago Tribune about what we did or did not select, the Tribune needs to show proof of these purchases. All they continue to provide are various emails but no proof of our subscribing. 
      Sincerely,

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

      Business Response

      Date: 04/24/2025

      April 24, 2025

      Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your Chicago Tribune subscription(s).

      Your additional feedback and dissatisfaction you provided within this BBB complaint as well as your current and former account(s) are being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern, multiple digital only accounts were started online associated with your email address ********************* ************************* and *******************************. Multiple accounts are common as we have customers who request multiple emails accessing the online subscriptions. All of your information associated with your various emails were inputted thru the website of which your associated information was provided.  In the interest of fairness even with our no refund policy, I was able to process credit adjustments associated with the three corresponding digital accounts of which can be processed associated with your information. As your credit card has been removed, three refund checks will be processed associated with your former accounts applicable to the reflected payments received within the 2025 thru 2024 time frame(s) totaling $603.44 ($254.00 refund check - ************************* , $228.68 - ********************* $120.76 - ********************** These three checks will be received within the next ***** business days due standard processing times and local mail timetables.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

      Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune *************************** at ************.

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


    • Initial Complaint

      Date:04/01/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Constant problems with delivery of paper. We receive weekly Lake County News Sun and Sunday Tribune. When I call the agents apologize but say they have no control over delivery. My account is paid i expect the paper delivered every day My friend in ****** never has a problem with delivery. Please help. 

      Business Response

      Date: 04/22/2025

      April 22, 2025

      Our sincere apologies regarding any inconvenience or misunderstanding associated with your ******************* and Chicago Tribune subscription(s). Thank you for being a long time subscriber.

      The information you provided within this BBB complaint and your feedback is being reviewed and proper course of action will be taken, if needed.   Please be advised since there are at times temporary open routes concerns causing temporary delivery delays in the area, your deliveries could be temporarily missed or received after our standard delivery times for your subscription.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Your missed deliveries have been processed by **************** of which extended the paid thru date on your subscription. Thank you for speaking with me today and confirming your newspaper deliveries for both the Lake County News Sun and Chicago Tribune are now being received on their corresponding scheduled delivery days to your satisfaction at this time.

      If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune **************** Department at ************.

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


    • Initial Complaint

      Date:03/22/2025

      Type:Product Issues
      Status:
      Answered
      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 am 91 years old and needed help from my bank to view Chicago Tribune charges but, on March 5, 2025, I could see the past 6 months and was shocked to see that monthly charges added up to $1,920 - nearly $2,000, or $4,000 per year for a newspaper!!!!I never agreed to that. No amount of terms and services could p***are a customer for this level of trickery and lack of transparency. Years ago, I responded to their ads for a daily newspaper at their best subscription rates. I have no idea what they have been charging me for and I have never seen a statement to explain.I strongly request a refund of ALL payments that I made in the past 18 months. This would only partially make up for the poor treatment of me by the Chicago Tribune. No one in the household was reading it anyway.The Chicago Tribune has been hiding all information from me by revealing only parts of it in postcards that were mostly lost or never received, and I believe they are misleading and providing the same disservice to their other subscribers, most of whom are seniors like me. I have never seen any information that would tell me the cost of the basic newspaper as well as the fluff and add-ons, which we are automatically opted in on buying with no explanation of how to stop getting all of ********* is a reverse timeline of my dealings with the company:3/20/2025 The website will be down until 3/25/2025!3/18/2025 With my daughter's help, I cancelled the subscription using their web form. This page was very difficult to find since they wanted me to call, which makes it more difficult for me to document.3/14/2025 I called again to request the statement that I had not yet received. The customer service ***resentative informed me I should not request an instant statement and must keep waiting for the statement I requested a week earlier as it takes "some time".3/07/2025 I called to request a statement for "at least" the past year, spoke with a customer service *** and provided an email.

      Business Response

      Date: 04/03/2025

      April 3, 2025

      Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune 7 day print home delivery and digital subscription.

      The feedback and information along with your request you provided within this BBB complaint as well as your cancelled account are being reviewed. Your customer experience is being further reviewed to see what transpired and proper course of action will be taken if any standard procedures were not followed, if applicable.  Due to your feedback provided within this BBB complaint, I have processed a cancellation of this subscription effective April 2, 2025. At this time, there are no missed delivery complaints or digital access concerns reflected on your cancelled account for all dates of service.   Advanced notices for your bill statements associated with your dates of service and payment dates are reflected on all our Advanced notices associated with your EZ Pay automated payments dated March 9, 2025, February 23, 2025, January 28, 2025, January 2, 2025, December 8, 2024 and November 10, 2024. These proof of payments for your long time subscription are reflected and associated with your monthly credit card statements each month.

      Please be advised that all disclaimers and Terms and Conditions are reflected online and on all advanced notice bill statements. All key factors are outlined that are applicable for this Chicago Tribune subscription associated with this continuous subscription of which the next available would be applied as well as any additional charges associated with the account of which payments were submitted with received bill statements. Based on this information, here are the important points relevant to the situation associated with your refund request even with no missed deliveries and/or digital complaints reflected on your subscription. request for a refund:
      1. Dispute Submission Deadline: Any disputes must be submitted within 120 days of the bill statement date. Since the refund being requested span from payments for the last 18 months, a portion of these referenced dates have already passed for this submission, as the complaint filed with the BBB's office is dated March 24, 2025. This impacts the eligibility of the time frame of the refund request.
      2. Terms and Conditions: (as reflected on bill statements) BINDING TERMS AND CONDITIONS/MANDATORY ARBITRATION Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available online at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
      3. Refund Policy: (as reflected on bill statements)  Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
      4. Subscription Continuity: The subscription is continuous, and the account will be billed until cancellation is requested.  
      In the interest of fairness, due to your feedback and after reviewing your account, I am able to process a full refund of your last payment dated March 9, 2025 in the amount of $300 back to your credit card charged. Please allow for ***** business days for this payment to process due to standard processing times.

      Customer Service will be contacting you directly within the next 7-10 business days to discuss any additional information or provide any additional assistance. In the meantime, if you would like any further assistance regarding this matter, please do not hesitate to contact the Chicago Tribune ***************************** at ************. 

      Sincerely,  
      Katina 
      Executive Resolution Center 























      Customer Answer

      Date: 04/07/2025

       
      Complaint: 23103711

      I am rejecting this response because:

      The Tribune is offering at its "discretion" a refund of service that was not provided:  $300 for advance charges made a week before the cancellation.

      Not only would it be unfair for the Tribune to keep this money, the refund should be greater based on the Tribune's failure to properly disclose its true costs:

      * There is never a statement or breakdown of charges - not in the mail or available online in the customer account. Further, the ******************** threatens to charge $6.99 for a printed invoice, implying that the information is available for free, but is not.  The Tribune's response refers to a history of "Advanced notices for your bill statements associated with your dates of service and payment dates.."  This is inadequate.  Disclosing the total charge to a credit card is not the same thing as disclosing the breakdown of the charges.

      As I was only able to infer from the current Terms and Conditions (see attached), here is a list of possible charges that are not properly disclosed:

      * The Tribune compares its low teaser rates (see attached) to newsstand rates but does not disclose that the new subscription rate becomes the same as the newsstand rate after the introductory period. See attached screenshot: "Savings based on newsstand rates of $4.00Daily, $5.75 Sunday plus $4.99wkly Standard Digital Access."

      * The Tribune does not reveal that the "premium issues" are forced upon the subscriber since they are automatically opted into receiving and paying for these at "up to" $15.99 for "up to" 15 issues, and does not properly reveal that the customer must call to opt out of paying for and receiving upcoming premium issues for several months, and must continue to call regularly to keep the premium service from restarting again.  There is no continuous opt out of premium issues.  It is not clear whether the "premium issues" are sold for extra at the newsstand or included with the price of the newspaper, however,
      the customer would not be forced to buy them at the newsstand.

        Information is simply not available to the subscriber - only research and bad experience can reveal - that the 6 month cost BALLOONS from $77.74 to approximately $1,023.24 for every 6 month period thereafter

      * The Tribune does not clearly reveal whether it is charging the $4.99wkly Standard Digital Access, which would allow someone with low technological skills (or inability to use a keyboard due to arthritis) to properly access the true cost of a subscription versus buying daily at the store.  There is no option or information to avoid this charge.

      As I have already requested, I want the Tribune to provide a clear breakdown of charges by category so that I can have the information that I need.

      For example, whether for 2 month, 3 month, or 6 month period: (1) charge for newspaper, excluding premium issues, (2) charge for fees, each listed separately, whether digital access. surcharge, or taxes, (3) charge for premium issues.

      It is common sense that a subscriber could find this in their online account - why is this not available?

      Sincerely,

      ****** *****

      Business Response

      Date: 04/14/2025

      April 14, 2025

      Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your former Chicago Tribune 7 day print home delivery and digital subscription.

      The additional feedback and information along with your request you provided within this BBB complaint as well as your cancelled account are being reviewed. Your customer experience is being further reviewed to see what transpired and proper course of action will be taken if any standard procedures were not followed, if applicable.  Due to your feedback provided within this BBB complaint, I have processed a cancellation of this subscription effective April 2, 2025. At this time, there are no missed delivery complaints or digital access concerns reflected on your cancelled account for all dates of service.   Advanced notices for your bill statements associated with your dates of service and payment dates are reflected on all our Advanced notices associated with your EZ Pay automated payments dated March 9, 2025, February 23, 2025, January 28, 2025, January 2, 2025, December 8, 2024 and November 10, 2024. These proof of payments for your long time subscription are reflected and associated with your monthly credit card statements each month. The invoices are formatted for all our customers with corresponding account information and the information you are requesting in that format is considered a manual request.  

      Please be advised that all disclaimers and Terms and Conditions are reflected online and on all advanced notice bill statements. All key factors are outlined that are applicable for this Chicago Tribune subscription associated with this continuous subscription of which the next available would be applied as well as any additional charges associated with the account of which payments were submitted with received bill statements. Based on this information, here are the important points relevant to the situation associated with your refund request even with no missed deliveries and/or digital complaints reflected on your subscription. request for a refund:
      1. Dispute Submission Deadline: Any disputes must be submitted within 120 days of the bill statement date. Since the refund being requested span from payments for the last 18 months, a portion of these referenced dates have already passed for this submission, as the complaint filed with the BBB's office is dated March 24, 2025. This impacts the eligibility of the time frame of the refund request.
      2. Terms and Conditions: (as reflected on bill statements) BINDING TERMS AND CONDITIONS/MANDATORY ARBITRATION Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available online at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
      3. Refund Policy: (as reflected on bill statements)  Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
      4. Subscription Continuity: The subscription is continuous, and the account will be billed until cancellation is requested.  

      Due to your continued dissatisfaction with your cancelled account and, in the interest of fairness, I have provided an additional refund of the February 11, 2025 payment of $300 associated with this former account. This would equate to a refund total of $600 even with our reflected refund policy. Please allow for ***** business days for this refund to be applied due to standard processing times.

      Customer Service will be contacting you directly within the next 7-10 business days to discuss any additional information or provide any additional assistance. In the meantime, if you would like any further assistance regarding this matter, please do not hesitate to contact the Chicago Tribune *************************** at ************. 

      Sincerely,  
      Katina 
      Executive Resolution Center 

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23103711

      I am rejecting this response due to the following:

      1)  lack of time available to me - the BBB gives me 7 days and I only just read the reply.

      2) lack of transparency from the Tribune.  The attached statement that the Tribune finally sent me on 4/8/2025 after I cancelled and called several times makes the subscription cost very clear but these numbers were never revealed previously.

      The fact that the subscription is continuous until cancelled does not resolve the Tribune from sending clear mailed statements or showing the costs in an online account statement.  They never did this, and therefore fooled me and other subscribers into paying a lot more than we would have if we knew the daily or monthly cost of the subscription.

      We still have no way of knowing what their charges are without good statements.  (If you cross reference the Terms and Conditions, and do math on the postcards, if you can find one, you will only be confused, and the statement that the Tribune finally sent confirms they will charge you $4000 over the course of a year.)

      Sincerely,

      ****** *****

      Business Response

      Date: 04/29/2025

      April 29, 2025

      Once again, our sincere apologies regarding any misunderstanding or frustration associated with your former Chicago Tribune 7 day print home delivery and digital subscription.

      The additional feedback and information along with your request you provided within this BBB complaint as well as your cancelled account are being reviewed. Your customer experience is being further reviewed to see what transpired and proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that advanced notices for your bill statements associated with your dates of service and payment dates are reflected on all our Advanced notices associated with your EZ Pay automated payments dated March 9, 2025, February 23, 2025, January 28, 2025, January 2, 2025, December 8, 2024 and November 10, 2024. These proof of payments for your long time subscription are reflected and associated with your monthly credit card statements each month. The invoices are formatted for all our customers with corresponding account information and the information you are requesting in that format is considered a manual request.  If you had any concerns and/or questions, you may contact **************** to provide assistance or further information associated with the disclaimers and/or terms and conditions associated with your long time subscription.

      Please be advised that all disclaimers and Terms and Conditions are reflected online and on all advanced notice bill statements. All key factors are outlined that are applicable for this Chicago Tribune subscription associated with this continuous subscription of which the next available would be applied as well as any additional charges associated with the account of which payments were submitted with received bill statements. Based on this information, here are the important points relevant to the situation associated with your refund request even with no missed deliveries and/or digital complaints reflected on your subscription. request for a refund:


      1. Dispute Submission Deadline: Any disputes must be submitted within 120 days of the bill statement date. Since the refund being requested span from payments for the last 18 months, a portion of these referenced dates have already passed for this submission, as the complaint filed with the BBB's office is dated March 24, 2025. This impacts the eligibility of the time frame of the refund request.
      2. Terms and Conditions: (as reflected on bill statements) BINDING TERMS AND CONDITIONS/MANDATORY ARBITRATION Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available online at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
      3. Refund Policy: (as reflected on bill statements)  Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.


      4. Subscription Continuity: The subscription is continuous, and the account will be billed until cancellation is requested.  

      Due to your continued dissatisfaction with your cancelled account and, in the interest of fairness, I have provided an additional refund of the February 11, 2025 payment of $300 associated with this former account. This would equate to a refund total of $600 even with our reflected refund policy. Please allow for ***** business days for this refund to be applied due to standard processing times.

      Customer Service will be contacting you directly within the next 7-10 business days to discuss any additional information or provide any additional assistance. In the meantime, if you would like any further assistance regarding this matter, please do not hesitate to contact the Chicago Tribune **************** Department at ************. 

      Sincerely,  
      Katina 
      Executive Resolution Center 

    • Initial Complaint

      Date:03/12/2025

      Type:Billing Issues
      Status:
      Resolved
      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 12/2/24 I subscribed for a 25 cents/week, 26 week promotion and was immediately charged $23.96/month for Dec-March. I only noticed this 3/11/24. I called and was told that while they acknowledge that subscription and rate as having been subscribed to, "rates are subject to change". This is outright fraud. They refused to provide a refund, only a change to the promotional rate going forward. I spoke to two CS agents and and a CS Supervisor named Love. I expect a full refund minus the 25 cents/ week which should have legitimately been charged.

      Business Response

      Date: 03/17/2025

      March 17, 2025

      Our sincere apologies regarding any inconvenience or misunderstanding associated with your 7 day digital Chicago Tribune subscription.

      The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account,  I have processed a credit adjustment in the amount of $75.13 for the difference in the weekly rate.  It seems the rate previously discussed was not applied accordingly for the 26 weeks which shorten the paid thru date therefore the next available rate applied. Due to this, a refund in the amount of $89.34 has been processed back to your credit card charged as well as your subscription restarted effective March 18th for the next 26 weeks which would equate to the $6.50 for that promotional time frame for digital service. Please allow ***** business days for this refund in the amount of $89.34 to be applied back to your credit card charged due to the standard processing times.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
      Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.

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

      Customer Answer

      Date: 04/23/2025

       
      Complaint: 23056981

      I am rejecting this response because: There was no confusion or misunderstanding on my part.  What there was, was misrepresentation at best, and fraud at worst, on the part of The Chicago Tribune.  And I think it's telling that rather than leaving my account closed, as I had requested and was actually the case prior to their BBB response, they have reactivated my account, presumably in hopes that they will again have an opportunity to surreptitiously raise the rate (which is actually implied in their response).  I insist that my account be closed **************************** and permanently.

      Sincerely,

      ***** Ack

      Business Response

      Date: 04/30/2025


      April 30, 2025

      Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled 7 day digital Chicago Tribune subscription.

      The additional feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account again,  I have processed a cancellation effective April 30, 2025 and a second refund in the amount of $4.96 has been processed associated with this concern. This refund check will be mailed to you and should be received within the next ***** business days associated with standard processing times and local mail timetables.  

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

      Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns, would like any further assistance or to restart your subscription, please do not hesitate to contact our Chicago Tribune ***************************** at ************.

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

      Customer Answer

      Date: 05/01/2025

       
      Complaint: 23056981

      I am rejecting this response because:

      There was no confusion or misunderstanding on my part.  What there was,
      was misrepresentation at best, and fraud at worst, on the part of The
      Chicago Tribune.  And I think it's telling that rather than leaving my
      account closed, as I had requested and was actually the case prior to
      their BBB response, they have reactivated my account, presumably in
      hopes that they will again have an opportunity to surreptitiously raise
      the rate (which is actually implied in their response).  I insist that
      my account be closed **************************** and permanently.

      Sincerely,

      ***** Ack

      Business Response

      Date: 05/08/2025

      May 8, 2025

      Once again, our sincere apologies regarding any inconvenience or misunderstanding associated with your cancelled  inactive 7 day digital Chicago Tribune subscription.

      The additional feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account again,  your account was cancelled and is inactive since April 30, 2025 and a second refund in the amount of $4.96 has been processed associated with this concern. This refund check will be mailed to you and should be received within the next ***** business days associated with standard processing times and local mail timetables.  

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

      Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns, would like any further assistance or to restart your subscription, please do not hesitate to contact our Chicago Tribune *************************** at ************.

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

      Customer Answer

      Date: 05/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, I while I'm satisfied with the final outcome, I take exception to what it took to get there and I will never be a customer again.

      Sincerely,

      ***** Ack

    • Initial Complaint

      Date:03/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      My subscription was paid through March 7. When I called to cancel my subscription I was told it was suspended because of non payment. After calling them on March 2 I was told the balance would be removed and the subscription cancelled. I continue to get obnoxious calls and when I check online it still shows a balance that I dont owe.

      Business Response

      Date: 03/17/2025

      March 17, 2025

      Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Wednesday and Sunday print and 7 day digital Chicago Tribune subscription.

      The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern the account was cancelled on March 2, 2025 due to non payment from dates of service December 1, 2024.  Please be advised that additional charges associated with the subscription such as premium editions and supply chain surcharges may shorten your paid thru date associated with your subscription.


      The balance was associated with dates of service during this time. Due to your feedback, in the interest of fairness, a credit has been applied in the amount of $22.31 therefore no further balance is due at this time. ARMS collections has been notified to cease any further collections as no further balance is outstanding currently and account is cancelled and in good standing.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
      Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.

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

      Customer Answer

      Date: 03/17/2025

       
      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.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/03/2025

      Type:Billing Issues
      Status:
      Resolved
      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 10/30/24, I continued my subscription for 1 year for $112.52, to expire 10/29/25, which would include no special editions for Wednesdays and Sundays.Last week I received a bill for $344.99 because they told me when I called that my subscription expires on 3/15/25. Excuses included: no record of them telling me the $112.52 was for 1 year; there have been increased costs that shortened my subscription period...Throughout my years of having the Tribune, they continuously did this... I pay for a period of time and then just months later I get a bill that my subscription is expiring months earlier than what I signed up and paid for. I'd be out thousands of dollars if I was on auto pay and wasn't diligent. I'm sure this happens to most people and I believe it is fraudulent. This time my subscription is expiring 7 months early! When I ask to speak to a manager, I'm either told that person IS a manager or they hang up on me. I've spent so much time on the phone throughout these years fighting with them to honor the subscription period I was promised. Nobody should have to do this. It is dishonest. I feel they are stealing thousands of dollars from their customers.

      Business Response

      Date: 03/17/2025

      March 17, 2025

      Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Wednesday and Sunday print and 7 day digital Chicago Tribune subscription.

      The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account the applicable rate you claim was offered was not applied to your account. Due to your feedback and in the interest of fairness as that is lower that the standard rate for this subscription type, I have processed a credit adjustment in the amount of $100.40 which has extended your paid thru date accordingly to November 3, 2025. This would accommodate the Sunday paper of which you should have received on March 16th as your account was stopped. I spoke with you this afternoon of which you confirmed that you would restart the subscription effective Wednesday, March 19th to receive the same subscription type of Wednesday and Sunday print home delivery with 7 day digital service.  Your paid thru date will be November 3, 2025.

      For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.

      Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Chicago Tribune ***************************** at ************.

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


      Customer Answer

      Date: 03/17/2025

       
      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.

      Sincerely,

      ****** *****

    Chicago Tribune is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited 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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.