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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,

*******************************
Initial Complaint
05/28/2024
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 asked numerous times when I called the Chicago Tribune to get an accounting of what I paid. Some of the **************** Reps couldn't locate my payments and it turned out they applied my payments to the wrong account. Then I was told that my newspaper would be restarted and it was for a few days and stopped. I then made over a $45 payment which they couldn't initially locate. They then restarted my paper and someone stopped it again. They asked me to email another department with my credit card and debit card information, etc. I did as they asked. I called on May 21st because my newspaper was stopped again. I talked to a person named *** who was hateful and belligerent. I told her I was a Senior Citizen and kept up with payment arrangements, etc. She didn't care. I told her I want to talk to a Supervisor. She said she was a Supervisor. She refused to help me make further payment arrangements and went on to demand over $100 from me. I told her I am a Senior citizen with disabilities on Social Security which I receive once a month. She went on to threaten and say she would send my account to collections. I told her I would report her. She didn't care. What kind of people is Chicago Tribune hiring? People that abuse Seniors like this???
Business response
06/11/2024
June 11, 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. As per our conversation today, I have restarted your home delivery subscription effective June 12, 2024 as it seems the account was stopped for non-payment on May 19, 2024 due to the outstanding balance due. **************** was able to transfer $40 to your current subscription as it was applied to a prior account that you had in our system. In the interest of fairness, I have processed a credit adjustment in the amount of $83.62 which is half of the remaining balance associated with your subscription. You agreed to make a payment next week and **************** did lower your weekly to provide assistance. I was able to provide you with your current account number so to as ensure the payment is applied accordingly.
Should you have any further questions or concerns, please do not hesitate to contact our **************** Department at ************.

Thank you,
Katina
Executive Resolution Center
Initial Complaint
05/27/2024
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.
On/around 3/8/24 I purchased $6.00 1 year on-line subscription for the Chicago Tribune.3/8/24 my credit card was charged $6.00.On 4/16/24 I received a charge on credit card for $***** from the Tribune.On 4/18/24 I made an initial attempt to resolve the unknown charge of $*****. Numerous emails were exchange with requested information provided, including proof my card was charge for both the $6 and *****. I was told the issue was being escalated to the finance ***** On 5/23/24 following no resolution, I called the tribune being transferred to an ***** **** and ***, who stated once again that issue was being escalated to finance **** and I would receive a call that day. As of today 5/27/24 I am still waiting for a resolution. I am seeking a refund for the $*****. Tribune Acct #********* with refund request Ref# *********
Business response
06/10/2024
June 10, 2024
Our sincere apologies for any inconvenience or frustration you have experienced associated with your Chicago Tribune digital subscription.
After reviewing the information you provided as well as your home delivery account, there seems to be two digital subscriptions of which **************** has been trying to contact you regarding this matter. As **************** has been unable to reach you to provide assistance, an email has been sent to you again today for the best contact time in order to assist you further with this concern.
Please respond back at your earliest convenience so we may better assist you by responding to the email or contacting **************** at ************.

Best Regards,
Katina
Executive Resolution Center
Initial Complaint
05/22/2024
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.
I take home delivery of the Chicago Tribune Sunday AM newspaper. On 5/12/24 I only rec'd a partial paper. I contacted the company customer service line at 8:31 AM that day, I was told by the *** that I would receive a full paper that day by 11:30 AM. I did not receive a paper that or any day since. On 5/14/24 at 12:41 PM I again contacted The Chicago Tribune customer service line and was told that I would receive a replacement paper by the next day. I did not receive the newspaper. On 5/16/24 I again contacted the Chicago Tribune service line at 9:05 AM. I was told that I would receive my missing paper by the next day. Today is 5/22/2024 and I have not received the promised replacement newspaper or any explanatory contact from the company. I do not want a credit, I want the full newspaper that I feel I was promised. Any assistance appreciated.
Business response
06/05/2024
June 5, 2024

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

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. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Due to your **************** contact on May 30, 2024 your overall delivery complaints and credits have been processed, and due to your feedback, it seems a full refund of your last payment in the amount of $26.00 was processed as you have cancelled your subscription effective May 31, 2024. Your refund will be applied back to your credit card charged for the last payment processed in March 2024 within the next 7-10 business days due to standard processing times.
Once again, sincere apologies for your prior delivery concerns. Please do not hesitate to contact our **************** Department at ************ for any other concerns or if you would reconsider to restart your Sunday Only home delivery with unlimited digital access.

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

Customer response
06/13/2024

Complaint: 21748039

I am rejecting this response because: The business did not resolve my complaint or make any attempt to work with me/contact me on this issue. I contacted them to closed my account, the business had nothing to do with that as resolution. So to indicate on BBB record

"Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.

That is false, as the business did NOT address the issue with me since I initiated the complaint.

What are the next steps? I believe that if the complaint must be closed it should reflect that the business did not address the issue, did not keep its service promise that was the subject of my compllaint.

Please Advise

Appreciated

*******

Business response
06/19/2024
June 19, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your former Chicago Tribune Sunday Only home delivery subscription.
We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. 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. During your **************** contact on May 30, 2024 regarding your overall Sunday newspaper delivery complaints and credits have been processed, and due to your feedback, it seems a full refund of your last payment in the amount of $26.00 was processed as you have cancelled your subscription effective May 31, 2024. Your refund will be applied back to your credit card charged for the last payment processed in March 2024 on June 4, 2024.
Once again, sincere apologies for your prior delivery concerns. Please do not hesitate to contact our **************** Department at ************ for any other concerns or if you would reconsider to restart your Sunday Only home delivery with unlimited digital access.

Thank you,
******
Executive Resolution Center
Customer response
06/20/2024

Complaint: 21748039

I am rejecting this response because: If you review the complaint, you will see that I made several attempts to get the service delivery issue resolved and despite the Chicago Tribune's promises that the issues would be resolved, it never was. That is why I cancelled my subscription. Cancelling my subscription is not a resolution, it is recognition that the Chicago Tribune made promises that were never kept. The newspaper just needs to admit that they did not solve the issue, that they couldn't solve the issues, and the issue will never be resolved. They had plenty of chances but never followed through. As far as i am concerned there is no evidence of resolution and the status of my BBB complaint should remain unresolved.

Sincerely,

******************************
Business response
06/30/2024
June 30, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your former Chicago Tribune Sunday Only home delivery subscription.

Your feedback is acknowledged and appreciate your understanding while we work towards a resolution to the delivery concerns in your local delivery area. The information you provided within this BBB Complaint and your home delivery account have continued to be reviewed and proper course of action will be taken, if needed. This matter has been assisted by **************** contact on May 30, 2024. **************** processed your complaints and credits and due to your feedback a full refund of your last payment in the amount of $26.00 was processed as you have cancelled your subscription effective May 31, 2024. Your refund was applied back to your credit card charged for the last payment processed in March 2024 on June 4, 2024.
Once again, sincere apologies for your prior delivery concerns. Please do not hesitate to contact our **************** Department at ************ for any other concerns or if you would reconsider to restart your Sunday Only home delivery with unlimited digital access.

Thank you,
******
Executive Resolution Center
Initial Complaint
05/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/15/23 I paid my 26 week Sunday only Chicago Tribune subscription in the amount of $32.50. According to their invoice, this pays through 3/31/24 I did not renew the subscription in March and per the Tribune, they stopped delivering March 3. In April I received a past due notice from a collection agency for $15. I sent the agency a note indicating I had paid for deliver through 3/31 and never renewed the subscription, nor did I continue receiving the Sunday paper. This week, I received another Collection notice from A.R.M. Solutions indicting that I owe $15.05. I called the Chicago Tribune **************** number and spoke with Gabby. She indicated the extra $15.05 on my account is due to premium issues and supply chain charges. I explained, I paid my account from the ********************** invoice. When I asked her how many premium issues come out - she was not able to provide an answer. Sounds a lot like false advertising or a bait and switch issue. They quote one price, then continually up the price at will and reduce the number of issues you receive during your subscription period. And, they do not communicate this to their customers what is happening.
Business response
06/03/2024
June 3, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Chicago Tribune.
After reviewing your information you provided within this BBB Complaint and your former home delivery account, it seems your account was stopped due to the outstanding balance associated with your account. Please be advised that during your **************** contact it was reviewed that any additional costs associated with the account, which can shorten your paid thru date, are associated with the premium charges, processing fees and/or 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. Your feedback is acknowledged regarding the bill statements. In the interest of fairness, due to your feedback, I have processed a credit in the amount of the full reflected balance of $15.05 which would remove any outstanding balance. Therefore, no further balance is due at this time and ARMS collections has been notified to cease any further collections associated with this account.

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

Thank you,
******
Executive Resolution Center
Customer response
06/03/2024

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,

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

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