Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have now received two bills from the Pioneer Press for a subscription they are claiming I place through a telemarketer on 12/22/24. I did not speak to any telemarketer on 12/22/24 nor did I subscribe to the paper. I have previously had issues with them billing me and ended all subscriptions with them on 1/20/2021. They have my maiden name on the bill which was changed in 2016. I have not received any morning papers and they are claiming that I have been getting the paper on Sunday and Thursday's and when I called they told me I would have to pay the $15.95 plus a $7.95 activation fee. I explained that I did not ever agree to a subscription nor did I even speak with a telemarketer on 12/22/24. She said they could cancel, but I will still need to pay my past due balance. I asked to speak with a manager and was put on hold for over 10 minutes then she came back and said they didn't have a manager. I asked what number I could call to speak with management and she said they don't have management. I just need to pay the bill or it would go to collections.

  Business response

  01/28/2025

  This account is in the name of ***** ******, I assume that is you.  There is no balance owed on account ******** and the account is stopped.

  Please let us know if there is anything more I can do to assist.

  Customer response

  02/04/2025

   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.

  I just hope they stop doing this to others as well.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been subscribing to the *********** Pioneer Press for years. It has always been delivered to our doorstep. Now they are throwing it at the foot of our driveway. I have called to request it be delivered to our front door because we are both in our 70s. That hasnt happened so we built a box and mounted it below our mailbox, as they suggested, so it wouldnt be lost in the snow. Well they are still throwing on the driveway. I call ever time this happens and they assure me it will be taken care of. Its extremely frustrating. So much so we are thinking of canceling our subscription even though we will lose about 11 months we paid for.

  Business response

  01/06/2025

  Our standard of delivery is to the driveway.  If your mailbox/newspaper box as on the street the carrier should be able to honor this placement.  I will contact the delivery agent to be sure the paper is delivered to the newspaper box moving forward.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a subscription to the Pioneer Press for my dad as a Christmas gift. I placed the order on Monday, December 2nd and was told that he would start receiving his newspaper the following Thursday. He has not received a single paper yet despite him calling nearly every day to report the issue. They tell him the same thing every time, well credit your account for the missing paper and then promise that h*** receive one for the next day. Well he still hasnt gotten a single paper and I just called them myself and they gave me the exact same runaround. Im extremely frustrated and disappointed in this company. If they dont deliver his paper soon Im going to be forced to dispute the charges with my credit card company since we are not receiving what we paid for.

  Business response

  01/06/2025

  I cannot find an active subscription at the address mentioned in this complaint, *************************, nor has there been a payment.  If I could get further information, name, address, phone number of the subscriber along with the last 4 digits of the credit card (if cc was used) I can research the new subscription and payment.  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Monday December 2nd my daughter ordered and paid in full ****** dollars and a 7.95$ activation fee for a one year subscription to the St. Paul Pioneer press and I still havent gotten a paper. I have called multiple times and get the same story about how sorry they are and they will take care of the issue, but still no paper.

  Business response

  01/02/2025

  I apologize for the delayed response.  I will reach out to the Agent responsible for the delivery in *********** to get this resolved.  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been getting multiple phone calls over the last couple of years, almost 3-4 times a day, being asked to renew my subscription. Please put me on the Do Not Call list immediately! I have asked this before and still keep getting calls!

  Business response

  01/02/2025

  I apologize for the telemarketing phone calls.  I will add your phone number *************) to our do not call list immediately. 

  Customer response

  01/02/2025

   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.

• Initial Complaint

  12/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My father has a subscription to the Pioneer Press. Im October he moved into an assisted living facility. On October 28th my sister emailed the Pioneer Press to change the delivery address to his new home. The change didn't happen. After several more emails sister asked to cancel the subscription. They said no and the paper would be delivered until the paid through date (January). She then asked to have the paper delivered to my home. The confirmed and said it would start on December 5th. The paper is still being delivered to my father's old house.We need them to stop delivering all together.

  Business response

  12/20/2024

  I can take care of this.  I need your fathers name, old address and new address.  A phone number or account number would be great if you can get it.  If the subscription was moved to your sisters house, what is that address.  As soon as I gather all the information I stop the account/accounts as you wish.  I look forward to hearing back from you.

  Customer response

  12/21/2024

   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 at this time.  Below is the information they requested.  If the change in delivery address is not completed by Thursday, December 26, 2024, I will be submitting another complaint.

  Name:  ****** ******

  Old Address: ******************************************

  New Address: ***************************************************************

  Old phone number: ************

  New phone number: ************

  Please strongly reiterate to the current delivery driver they should not deliver a newspaper to the Upper Afton address.

   

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

  Customer response

  01/22/2025

  Papers are still being delivered to my father's old address.  Something needs to be done to stop it.

  Business response

  01/23/2025

  I would like to help resolve this situation.  I will need an address, a phone number and your fathers name.  I need the address where the papers should be delivered moving forward.

   

  Business response

  01/27/2025

  I dont show that there has been service to ************************************* in a very long time.
  The last address for ****** ****** is ********************** was stopped on 12/5/24. 
  The new address is listed as ****************************************************  Should it be ****************** S?

  Customer response

  01/31/2025

   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.  While their records may have shown that there hadn't been service to ********************* in a very long time, the driver was still delivering a newspaper there every day through January 24, 2025.  Finally there hasn't been a paper delivered for a week.

  ****** ******** new delivery address is **********************************************************

  Thank you.

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

   

• Initial Complaint

  12/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attempt to bill without permission and bill forward and demand payment on the phone.************ 10:34am 12/11/2024 Telephone

  Business response

  12/20/2024

  The last payment that we received was on 7/1/24.  The next attempts at collection payment we all declined (6 times) then the system removed the auto payment.  An invoice was sent on 8/29/24 but was not paid leaving a past due balance   On 10/27/24 a new mail subscription was started then stopped on 12/11/24 due to non payment.  The payment came through on 12/17/24 which paid for papers received 10/27-12/11/24.  The credit card information was received with the new start on 10/27/24.  Please let us know if you have further questions.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On numerous occasions, I have not received a Sunday paper, for which I am subscribed. The paper offers the option for a re-delivery of missed deliveries, which I have selected on each occasion. I get an automated reply confirming that I will receive a paper, and at times have gotten a personal reply telling me my paper will be delivered. The paper is not delivered, in each case, and I am later given credit for missed delivery. I am requesting that each redelivery request is followed up by an actual delivery of newspaper. If it is not the intention of the Pioneer Press to actually offer redelivery when requested, then my request is that they remove the fraudulent offer from their website.

  Business response

  12/11/2024

  I apologize for the missing newspapers. If delivery is late, we look at the time the missed delivery was reported and then at the time the route was finished.  If the finish time was after the reported missed delivery the assumption is the paper was delivered.  We are searching for additional carriers which will help with on time delivery and fewer missed papers.  

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a digital subscriber to the Pioneer Press. A few months ago, I got a call offering delivery of the Sunday paper for free. I asked if there was a catch and was told it was completely free. As it turns out, there was a cost associated with it and I began being charged for it. I called to put a stop to it. I asked them to cancel my subscription and remove my credit card info. As it turns out, I am still getting charged at a rate higher than I used to be.

  Business response

  12/10/2024

  This account was stopped on 10/15/24.  The credit card information was removed on the same day.  The office applied a credit to the account which automatically restarted the subscription.  I apologize for that restart.  The account is stopped and the balance on the account will be refunded.

  Customer response

  12/11/2024

   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.

  I appreciate you assistance regarding this manner. It is good to know support is out there for consumers against unsavory businesses. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Sunday paper is not being delivered to our address. This problem started last Spring (2024). I have called Pioneer Press over **************************************************************************************************************************** August, they took out another automatic payment of ******. We still haven't seen a paper. I called again last week to inform them we got no Sunday paper, and I was growing nervous, because I didn't want to miss out on our annual Black Friday paper (today). Today the Black Friday paper did not arrive, even though I was assured it would be here. Again, I call and they offer me an apology and a credit for today's paper. An apology and a credit do not put the Black Friday paper in my hands. It's too late; we missed out. This paper subscription is for an elderly disabled adult. Not only can they not procure their own physical newspaper, but they are being charged for a service that is not being provided. For over 40 years, the paper has been delivered to this address. Now, not only are they not making the delivery, they refuse to reimburse said disabled adult, because the paper is, "non-refundable". It's not a refund. The service was not provided; we want our money back.

  Business response

  12/05/2024

  I apologize for the missing newspapers.  Credits have been issued for each reported missed delivery.  The account is still active.  If you wish to cancel the subscription I will ensure the balance of $188.63 is refunded to you.  

  Customer response

  12/12/2024

   I am rejecting this response because:
  We have received exactly ONE paper since the automatic payment in August (the one with the driver's tip suggestion insert). So the courier knows where our box is, but they are not delivering the paper to it. I also had to go BUY our Black Friday paper to make up for the lack of delivery that day. So, I want to be reimbursed the entire amount taken out in August.
  
  

  Business response

  12/20/2024

  There have been 5 calls to report missing papers, 9/8, 9/15, 11/10, 11/17 & 11/24/24.  Each of these missed papers have been credited to the account.  If there were more missed papers we were not made aware therefore we assume all is well.  There hasn't been a reported missed delivery since November 24, have things improved?  Please let us know if we can provide further assistance.

  Customer response

  12/29/2024

   I am rejecting this response because:
  We have now received exactly THREE papers to our box since the auto-payment in August. Numerous times I have called and informed your representatives that I would like a CALL BACK, from a supervisor, to discuss the account - as I am tired of calling EVERY week. Prior to the automatic renewal in August, I called for NINE weeks in a row. Never once did I receive a call back, as requested. One or two damaged or missing papers is understandable; having to call and estimated 15 times, without anyone returning my phone call is unacceptable. I should not have to call you every single week. I am also not able to notify you of missing papers via the online portal, as it just suggests replacing the missed paper, WHICH NEVER HAPPENED. We need to be credited for all but TWO papers, as I still had to drive out and BUY the Black Friday paper. 

  
  

  Business response

  01/08/2025

  The carrier is now being required to provide photo proof of this Sunday delivery every week.  I adjusted the account back to the original expiration date of 8/10/25.  I apologize for the missed newspapers.

*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. ↩