Complaints

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

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• 

  Carroll County Times

  501 N Calvert St Baltimore, MD 21278

• 

  Carroll County Times

  201 Railroad Ave Westminster, MD 21157-4854

• 

  Carroll County Times

  115 Airport Dr # 170 Westminster, MD 21157-3056

• 

  Carroll County Times

  PO Box 346 Westminster, MD 21158-0346

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:04/15/2024

  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.

  We have subscribed to the Carroll County Times for the last 20 years. The past 2 years have been a nightmare getting the paper daily. We have called on atleast 10 occasions and the woman that answers does not care about your complaint. We have been having issues with delivering of the paper. Many days we didn't receive one and when we do the time is not consistent. Many days it's after 11 am but some days it's 8 am or 10 am . Every once in awhile it's 2am. We have stopped calling and getting a replacement paper or credit. We never had a problem but for the last 2 years it has drastically changed. The main problem is the lack of consideration from this business.

  Business Response

  Date: 04/20/2024

  April 20, 2024

  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Carroll County Times home delivery 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. After reviewing your subscription, there are no complaints reflected on your subscription therefore we will need to contact you in order to obtain the missed delivery dates in order to credit your account. **************** will be contacting you within the next 7 business days to obtain this information and provide assistance to your delivery concern.
  
  In the meantime, please do not hesitate to contact our **************** Department at ************ for any other concerns.
  
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:10/12/2023

  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.

  Over the past year our delivery service has deteriorated to the point where our route paper carrier only brings a paper about half the days of the week. Other subscribers along our route are also ignored.There is a pinch hit deliver who does respond many times when called. I have called the paper and the route supervisor with no resolution, only empty words. This is not a way to run a professional paper.

  Business Response

  Date: 10/19/2023

  
  October 19. 2023
  Our sincere apologies for any inconvenience or frustration you have experienced associated with your Carroll County Times home delivery subscription.
  
  In order to properly assist with your concern and respond to your feedback, your delivery address and/or account information is needed. The information provided within this BBB Complaint was not able to found and/or associated with any account so this is needed in order to assist with your concern(s).  **************** will be contacting you directly at the phone number and/or email address included within this BBB Complaint within the next 5-7 business days. We appreciate your patience and understanding while we work towards a resolution to your delivery concern.
  
  Again, we apologize for the inconvenience this has caused and appreciate your patience while we worked on getting this matter resolved.  If you would like to contact  Carroll County Times ****************, please contact ************
  
  Sincerely,
  ******
  Executive *****************

• Initial Complaint

  Date:10/09/2023

  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 called on 10/01/23 to cancel my subscription to the Carroll County Times.I am still receiving papers and was billed after 4 phone call to there call center. I am told each time it will be taken care of.

  Business Response

  Date: 10/13/2023

  
  October 13, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with the Carroll County Times.
  
  After reviewing your former account and the information provided with this BBB Complaint, it seems that **************** did cancel your subscription effective October 3, 2023 due to your contact on October 1, 2023.  Your complaints have been processed by **************** due to the continued deliveries and escalated to the Distributor for assistance to advise the delivery person to stop any further newspaper deliveries. Please disregard any further bill statements as it is no longer valid as you have requested your subscription to be cancelled. 

  
  Thank you for your feedback as this is acknowledged regarding your former subscription.

  Should you have any further questions or concerns, please do not hesitate to contact our **************** Department at ************
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:04/10/2023

  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 dad filed a complaint a month ago. I was receiving papers periodically. And now I am either getting 2 papers at a time or none at all. I gave them a chance to rectify the problem, but it is still not good..If no resolution I will cancel my subscription after 30 years of getting the times.

  Business Response

  Date: 04/14/2023

  
  
  April 14, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Carroll County Times home delivery subscription.
  
  
  The local Distributor has been notified of your delivery concern and will review the sporadic and/or missed delivery concerns with the delivery person for assistance.  Please be advised there seems to be some transition with delivery personnel in your local delivery area causing open routes.  These delivery delays can cause your deliveries to be missed or received later after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  Your account has been reviewed and the missed delivery complaints along with the credits have been processed onto her subscription.  Please be advised these credit adjustments extend your paid thru not deduct from your billing statements. 
  
  Once again sincerest apologies and if you would like any further assistance, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 04/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I received several of these responses from the business. Again today 04/14 I did not receive a paper. I am very disappointed in this service after almost 35 years getting this paper. I will cancel my service if this continues.
  Sincerely,
  
  Michael ******

  Business Response

  Date: 04/21/2023

  
  April 21, 2023
  
  
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your  Carroll County Times home delivery subscription.
  
  
  Your continued feedback and information continues to be escalated to the local Distributor regarding your sporadic/missed delivery concern.  Please be advised there seems to be some transition with delivery personnel in your local delivery area causing open routes.  These  delivery delays can cause your deliveries to be missed or received later after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  Your account is continuing to be reviewed and the missed delivery complaints along with the credits have been processed onto her subscription.  Please be advised these credit adjustments extend your paid thru not deduct from your billing statements. Customer Service has been trying to contact you directly but reaching your voicemail. Currently your account is on a temporary vacation hold until April 24, 2023.
  
  Once again sincerest apologies and if you would like any further assistance, please do not hesitate to contact our Customer Service Department at ###-###-####.
  
  
  Thank you,
  Katina
  Executive Resolution Center
  

  Customer Answer

  Date: 04/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Michael ******

• Initial Complaint

  Date:03/01/2023

  Type:Delivery 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 called numerous times a week to get information why my newspaper are not delivered. When I call I am told they will correct the problem. I still have not received a response after 2 weeks. Also received a bill without credits for missed papers they said they will credit.

  Business Response

  Date: 03/07/2023

  
  March 7, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your  Carroll County Times home delivery subscription.
  
  
  The local Distributor has been notified of your delivery concern and will review the sporadic missed delivery concerns with the delivery person for assistance.  Please be advised there seems to be some transition with delivery personnel in your local delivery area causing open routes.  These  delivery delays can cause your deliveries to be missed or received later after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  Your account has been reviewed and the missed delivery complaints along with the credits have been processed onto her subscription.  Please be advised these credit adjustments extend your paid thru not deduct from your billing statements. For our gratitude of your patience and understanding at this time, I have extended your paid thru date an additional two weeks until March 16, 2023.
  
  Once again sincerest apologies and if you would like any further assistance, please do not hesitate to contact our *************************** at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/07/2023

   
  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,
  
  ******* ******

• Initial Complaint

  Date:02/01/2023

  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.

  no newspapers on jan.8.jan 16 jan 25 and 26 and 27

  Business Response

  Date: 02/04/2023

  
  February 3, 2023
  
  Our sincere apologies for any inconvenience  or frustration you have experienced with your Carroll County Times home delivery subscription.

  
  Your delivery concerns are being reviewed by your local Distributor. Since there are Open Routes and Production concerns causing delivery delays in the area at this time, your 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.  
  
  After researching your account, it seems you cancelled your subscription during your Customer Service contact on January 28th of which a refund is pending in the amount of $33.37. The refund will return back to you within the next 14-21 business days due to our standard processing times. Also, your complaints are reflected on this account and were credited accordingly which was part of your refund processed. 
  
  
  Once again sincerest apologies regarding your delivery concerns involving your Carroll County Times deliveries.  Should you have any further questions or would like to restart home delivery account, please do not hesitate to contact our Customer Service Department at 410-857-9413.

  
  Thank you,
  Katina
  Executive Resolution Center

• Initial Complaint

  Date:06/02/2022

  Type:Delivery 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 a customer of the Carroll County Times for over 40 years. In July of 2021 I paid for a year of daily service. The delivery service has been HORRIBLE. I have not received my paper for over 35 days throughout this time. Each time I call ask for a credit and complain that I just want a paper, not a digital paper. They tell me how sorry they are and they will contact the distributor and have the problem corrected. Obviously since I'm contacting you the problem continues. This is very frustrating. I have never done this before, but I don't know what else to do other then cancel my paper. It seems if it's cloudy, cold, snowing, raining, and now hot the carrier doesn't deliver paper. I appreciate you listening to my complaint and look forward to a resolution so I can just get my paper. I realize in the whole scheme of things this may not be a big deal, but I believe there should be an easy solution.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/06/10) */ June ******** Our sincere apologies for any frustration or inconvenience with any late or missed deliveries associated with your Carroll County Times home delivery subscription Your delivery concerns and feedback regarding your Carroll County Times deliveries are being reviewed with your local Distributor for resolution. The Delivery Contractor will be advised to check on your account to ensure that your newspaper arrives as expected on your scheduled delivery days. They have responded that as there are delivery delays in the area at this time that your deliveries may be missed or received after standard delivery times. Thank you for your patience and understanding while we work towards resolving the delivery concerns in your local delivery area. Customer Service has been in contact with your over the last several weeks to confirm your deliveries and process any adjustments or further delivery escalations for your account. For our gratitude for being a valued subscriber, I have adjusted and extended your account for an additional two weeks of delivery service which has extended your paid thru date until September *******. Again, we apologize for any inconvenience caused and if you have any further concerns, please do not hesitate to contact our Carroll County Times Customer Service Department at 410-857-9413. Thank you, Katina Executive Resolution Center Consumer Response /* (2000, 7, 2022/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Well I guess I don't have a choice. I am not happy that there will still be delays or missed papers. This has been going on for almost a full year and it's such a shame that this can't be completely solved. This isn't rocket science. We will see what happens. I would say maybe I accept your respouse.