Complaints

• 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

  12/18/2024

  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.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a special come in the mail I called the pioneer press she told me my paper would start next week and to send the coupon and check in the mail which I did. Plus I opt out on the special editions. I did start to get the paper and then a bill came in the mail so I called and I was told they put me in for two subscriptions. She said sorry for the mix up and canceled the one and everything should be good. Since then I havent received the paper in over 3 weeks. Its not a delivery carrier issue because we also get the ************ and it comes every week. We also had trouble getting into the digital paper the employee was able to fix this issue. I have to walk down to the mail box to get the paper to find it isnt there and when I call I am told it would be there in the next hour or two and it never shows up. The hassle isnt worth it just deliver my paper and when my subscription runs out I am done with the pioneer press. Every time i call they tell me the problem will we resolved and I should be receiving the paper. Also I have been asking to talk to a supervisor and only once they were going to let me, but I dont know if they actually have any supervisors. They always tell me that they will credit my account, what good is it if the paper never comes

  Business response

  11/20/2024

  An error occurred with the delivery address.  The paper was started at ************************************************************  The subscription has been moved to the correct address in ************ effective 11/23/24, which is the earliest time to process the move.  I also moved all funds you paid to the account in ************* 

  I apologize for the error.  Please let me know if further assistance is needed.

  Customer response

  11/24/2024

   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 as long as the New Paper delivery continues until the end of my subscription.  I Dont want to agree and then a week later I am back to the same delivery issues again.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pioneer Press was supposed to send me the Thursday and Sunday papers for a price every month. I have been paying the Pioneer Press from March - July 2024 but have never received the paper. I called them in July to ask about this issue. I asked them to cancelled my subscription and send me a refund. They could not cancel on the date that I called so I would have to receive the paper through August. They sent two Sunday papers out of 4. No Thursday papers were sent to me. I want a full refund. Their telemarketers called multiple times to ask me to renew but I have been waiting for a response. Then on 10/29 they called again. This time I asked about the refund. They directed me to customer service. I called customer service on 10/29, the same day. They proceed to tell me that there is no refund policy and they "will stick with the policy." It was escalated to the supervisor and "back office." I called on 11/6 to follow up. The operator told me that it was denied, sticking to their no refund policy, even though they never sent me any papers. Date Description Note Check # Amount 7/27/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** Jul 26 @ 4:12am ($7.70)7/17/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** Jul 16 @ 5:09pm ($7.00)6/18/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** Jun 17 @ 4:11am ($7.00)6/8/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** Jun 7 @ 4:12am ($7.00)5/18/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** May 17 @ 4:12am ($8.05)5/16/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** May 15 @ 4:11am ($7.00)4/20/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************** *********** ******** Apr 19 @ 4:12am ($7.00)3/27/2024 DEBIT PURCHASE PIONEER PRESS CIRC ***************************** ******** Mar 26 @ 4:11am ($7.70)

  Business response

  11/11/2024

  This subscription started on 3/287/24 and stopped on 8/25/24.  The first time there is a record of a missed delivery was on 7/16/24.  I apologize for the missed delivery, if we had known about the missing papers prior to 7/16/24 more would have been done to correct the situation, we didn't know.  I will credit the account for any charges 7/16/24 - 8/25/24 and arrange for a refund.

  Customer response

  11/19/2024

   I am rejecting this response because:
  
  I gave your people the address when I gave you my bank account information. You started charging us in March. We have never received any paper. I expect a full refund for anything we have every paid you.

*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. ↩