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Business Profile

Newspaper

Observer & Eccentric Newspapers

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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  • Initial Complaint

    05/17/2024

    Complaint Type:
    Billing Issues
    Status:
    Resolved
    I have been unable to cancel my subscribtion and they keep billing me. I have three bills in Credit Card disbute, but am unable to get them to cancel my subscription. I have called, emailed and called them repeately

    Business response

    05/17/2024

    I'm unsure as to why there has been an issue with stopping this subscription.   I actually do not see any notes on his account asking us to do so.   This is a Thursday/Sunday subscription and I have stopped it.  However, the earliest stop date that I could enter is for Thursday 5/30 as papers have already been manifested through Sunday 5/26.   I have credited the account for the papers that he will receive this week and next through 5/26.  

    Customer response

    05/26/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

  • Initial Complaint

    07/30/2022

    Complaint Type:
    Delivery Issues
    Status:
    Answered
    Business refuses to quit delivery of undesired "free" paper despite multiple phone calls and online chats, all of which are directed to foreign agents despite this being a local town paper.

    Business response

    08/30/2022

    our company keeps detailed digital record of all calls received from our call center.  We have no record of any calls or complaints from ************** through that system.   The first indication that he did not wish to receive delivery of the newspaper was an email sent to *********************, an editor for the Observer and Eccentric newspapers.   That was sent on  August 15.   As I am the person responsible for delivery, he forwarded that email to me.   

    The carrier was informed to stop delivery effective Thursday August 18th.   The O&E newspapers are only delivered on Thursday and Sunday. 

    I have had no further calls or indication that he has received anything after that date.   The carrier has responded that they have stopped delivery as requested.  

    Customer response

    09/02/2022



    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

    While I acknowledge delivery appears to have stopped in the last week, I did receive delivery on 18th at least and possibly later. I reject the assertion that a detailed record is kept of calls and that I did not call prior to my email.  Both of those assertions cannot not be true as one day alone I spent nearly 2 hours on the phone with said call center attempting to speak with someone in America and being repeatedly denied.  My total number of calls were at least 4 (and at least 2 online chats) both trying to work with your foreign call center agents to resolve my issue and later trying to get ahold of someone in America.  I tried every single option in your phone menu to reach someone not in the call center to no avail, including a breaking news line that rings then promptly hangs up.  It is absurd beyond reason that a local newspaper has no local contact other for me to look up your news staff and email them directly.  While I consider my specific issue addressed I do not consider the larger issue of wildly inadequate customer service resolved.  I can provide phone logs if needed to verify my claims.



    Regards,

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

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BBB Rating & Accreditation

A+

This business is not BBB Accredited

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Years in Business: 49

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Contact Information

47705 West RD

Ste B-105

Wixom, MI 48393

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Customer Complaints Summary

2 total complaints in the last 3 years.

1 complaints closed in the last 12 months.

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