Complaints

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

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• 

  Courier Journal

  525 W Broadway Louisville, KY 40202-2206

• 

  Courier Journal

  PO Box 740031 Louisville, KY 40201-7431

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Company, ****** * ****** ************ ***** has held a subscription for the print edition of the local Courier Journal paper for more than 30 years. This year, 2024, Courier Jornal has failed to deliver our print edition mor than 50% of the time. We have reported this numerous times and the reflex response from Courier Journal is to provide a credit. The issue with the credit is it is only for the delivery fee, not the printed copy. The delivery fee is a small fraction of the total subscription fee. In the month of December, we have only received 1 out of the first 14 issues we should have received to date. I have spoken to customer service 3 times in December about it with no results. I have request to speak to dispatch and told no. I asked to be looped in on any communication working towards a result and been told no. I asked for a follow up email detailing how this was to be rectified and was told no. In the end, we only wish for two things... to get what we are paying for and to have the print edition delivered consistently per the subscription agreement.

  Business Response

  Date: 12/17/2024

  The Courier-Journal regrets this customer's poor experience.  We have escalated this issue to our distribution management team for review and correction.  We spoke with the customer, informed them of the steps taken to resolve this matter and provided them with a courtesy credit. Direct contact information was provided in case further assistance is required.

• Initial Complaint

  Date:11/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/19/24 my credit card was charged for an annual subscription of which I never asked for. When I spoke with the rep they said it was connected to a promo deal from a year ago. I asked to cancel the subscription and be refunded as we were only three weeks into the "new" annual subscription. The rep said that was not possible and abruptly ended the conversation. I feel like I was taken advantage of on a technicality. I don't mind to pay for the three weeks I technically used but there unwillingness to issue a refund is bad business and taking advantage of people.

  Business Response

  Date: 11/11/2024

  The Courier-Journal regrets this customer's poor experience.  Our terms of service state, provided at point of sale, state:  You must cancel your subscription before it automatically renews for a subsequent period to avoid being charged for the next period's subscription fee. If you cancel your subscription, the cancellation will become effective at the end of the then current subscription period. Gannett does not provide credits, refunds, or prorated billing for any subscription cancelled mid-period.

  As a courtesy, we are issuing a refund to this subscriber, which they will see reflected on their credit card within the next few business days.  We emailed the customer to inform them of the pending refund and provided direct contact information in case further assistance is required.

   

   

  Customer Answer

  Date: 11/11/2024

  
  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,
  
  **** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Again, for a second time I decided to get the Sunday edition of paper. After subscribing to a $4 deal, getting a receipt for $4, I was charged almost $17 dollars...this isn't the first time. After speaking with a customer service agent who knew ABSOLUTELY nothing, told me she couldn't cancel the order right then. Why? The money was taken...can't put it back. Will dispute the transaction with bank, as well as continue to try and cancel. I'd like a refund, an apology and something to be done about their obviously faulty processing. AWFUL.

  Business Response

  Date: 05/07/2024

  The Courier-Journal regrets this customer's poor experience.  We spoke with them and are providing a refund.  Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 05/07/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After telling employee ******* **** I didn’t want services an account was created for me without my permission. Because of this fraudulent account I have been sent a bill for $462.50. I want this fraudulent account and charge removed immediately.

  Business Response

  Date: 12/13/2023

  Per the Advertising Account Executive in charge of this account:

  This customer called into our office to place an ad in the Big Book of Savings.  

  We met with her at her store and set up her account.  She did not have an ad put together, so our ad designer emailed her the ad specs and offered to put her ad together if she gave us the information she wanted in the ad. 

  The ad designer and the account exec both emailed the customer several times to get her ad information, but she did not reply to any of our emails.  The ad exec stopped by her store again, but it was closed, so we left her a voicemail, to which she did not respond.  

  As the deadline for running the ad approached, we emailed the customer the ad proof and the customer replied "No".  We asked what changes were needed and the customer again did not respond.  

  With the deadline passing, we went ahead and used the ad created by our designer.  

  When the bill was received the customer emailed and wanted to know who created her account.  We informed the customer that she had authorized the advertising account when we initially met.  

  Customer Answer

  Date: 12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I told her no multiple times. Because of the constant calls and harassments after I said no multiple times I ignored her. She completely understood that I no longer had any interest in advertising. She chose to run the ad on her own accord after I constantly told her no. No one at the Courier Journal can mandate that I open or respond to any communications from anyone at that company. The attached voicemail shows she was harassing me by "blowing up my phone." her words not mine. In the response from the Courier Journal it is admitted that she showed up at my store (uninvited) and it was closed. After she realized she couldn't bully me into saying yes she submitted and ran the ad without my permission. Then created a bogus bill for services I declined in advance.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/20/2023

  We spoke with this customer and informed them we are waiving the advertising balance.  The customer indicated this would resolve this matter to their satisfaction.  

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called 2 weeks ago, on October 23rd, 2023 to cancel my membership and was led to believe that it was indeed cancelled. The company withdrew money from my checking account without authorization on November 2nd, 2023, at 10:08p.m. EDT.

  Business Response

  Date: 11/14/2023

  The Courier-Journal regrets this customer's poor experience.  We confirmed this subscription has been cancelled and we initiated a refund of the latest charge which will be returned to the customer's card within the next few business days.  We emailed the customer informing them of the pending cancellation and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:09/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying $13 a month for the online version of the CJ for YEARS …without notification they raised by rate to $21+ a month !!! When I complained and told them to cut off my service they told me I couldn’t do this until the following month … By on-line payment at the time of the complaint was PENDING !!!

  Business Response

  Date: 09/19/2023

  The Courier-Journal regrets this customer's poor experience.  We spoke with the customer and found that we had an out-of-date email address on file, which is why they did not receive notification of their rate increase.  The customer agreed to restart the subscription on the previous rate and we applied a billing adjustment to offset the additional amount charged.  Direct contact information was provided in case further assistance is required.  

  Customer Answer

  Date: 09/20/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to the paper a couple months back, didnt receive papers for the first couple weeks. After contacting customer support 3 times I finally started receiving papers. This lasted for about 2 weeks before the papers stopped coming again in mid-august. When the papers stopped coming again I cancelled my subscription. The papers continued not to come so it looked like the cancellation went through. Then, I randomly got charged on September 5th. I contacted support again and they kept claiming I didn’t cancel back at the end of august. Obviously they have poor record keeping since it took 3 times contacting customer service to get my paper delivered in the first place, so it’s not surprising at all that they screwed up my cancellation too. They say they will not refund me due to their policy, they claim they won’t bill me again, and they’re forcing me to finish out the subscription they already wrongfully charged me for until October. Next day (Sep 6), paper still doesn’t show up. I don’t want this paper or to deal with the awful delivery service anymore, that’s why I cancelled at the end of august. I want a refund processed with a receipt emailed to me or I will be charging back on my credit card as soon as the charge officially posts.

  Business Response

  Date: 09/07/2023

  The Courier-Journal regrets the frustration experienced by this customer.  We confirmed this subscription has been successfully cancelled and have initiated a refund which will be returned to the customer's card within the next few business days.  We left a voicemail for the customer informing them of the cancellation and pending refund, and we provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 09/07/2023

  
  Better Business Bureau:
  
  Thank you. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a daily subscriber with a Sunday to Friday delivery. As of June 27, 2023 through today * have had trouble getting my newspapers delivered to my apartment as in the past. My cost is 37 dollars a month which has been taken for the month of July but in these 2 months I have only received a handful of daily papers and no Sunday papers or the TV Guide I pay an extra 1 dollar a week for. 8 have filed phone and text message complaints almost daily since. Still the issue hasn't been resolved. They have given me a credit for the two months, but in August on the 3rd they charged me 17.62 for my account for my account from when * was in rehab which was cancelled and my account for my apartment delivery has been active since I returned home in April. I requested a refund of the 17.62 and they said they would take care of it, but I have not received it as of today, August 20. I am tired 9f being lied to and getting no results. I hope you can help me get this taken care of, so the other subscribers in my building as well as myself can have our papers delivered as specified in our accounts. Thanks for your help.

  Business Response

  Date: 09/05/2023

  The Courier-Journal regrets the frustration experienced by this subscriber.  We've initiated a refund which will be processed to the subscriber's card within the next few business days. We spoke with the customer, informed them of the pending refund and provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Louisville Courier Journal on May 2, 2023 and cancelled my subscription. On May 19th I was charged $3.45 on my credit card statement and then again on June 19th. On July 17, I contacted Courier Journal and was promised a refund by Jason of $6.90 for the two months that I was erroneously charged. I called ** again on July 25 to find out what happened to my refund and was AGAIN promised I would receive a refund of $6.90. I called today 8/2 to try to find out what happened to my refund and was told by Sandy that I would not be received one!!! This is wrong to do to customers who cancel their subscriptions! Please stop these predators!

  Business Response

  Date: 08/15/2023

  The Courier-Journal regrets the frustration experienced by this subscriber.  We've initiated a refund for the requested amount which will be returned to the customer's card within the next few business days.  We spoke with the customer, informed them of the pending refund and provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 08/15/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my subscription online and got an email to call so I called in June 2023 and canceled. However, as I was checking my credit card yesterday, I saw a charge from *** So I called today and they said it had not been canceled, that they could cancel it today but wouldn't refund my money. I want that money back.

  Business Response

  Date: 08/10/2023

  The Courier-Journal regrets this customer's poor experience.  We cancelled this subscription and refunded the latest charge.  We left a voicemail for the customer informing them of the cancellation and refund and providing direct contact information in case further assistance is required.