Complaints
Customer Complaints Summary
- 20 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/08/2025
Type:Order IssuesStatus: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.
Heres another frustrating experience: I paid $500 to have Moms obituary printed in the Asheville Citizen-Times, only to find outafter they took my moneythat theres no print edition on Saturdays. As a result, her obituary was only posted online. When I tried to speak with an actual person about it, I was met with endless recordings, since the paper is owned by *********. No answers, no resolutionjust a digital listing instead of the printed tribute I paid for.Business Response
Date: 02/19/2025
From the Obituaries Sales Manager:
On behalf of the Citizen-Times, please accept our condolences on your loss.Thank you for bringing your concerns to our attention, I apologize that there was confusion over which days are physically printed or just published in our e-edition. As the funeral home placed the notice on your behalf, I needed to connect with them regarding the concerns about the obituary publishing in our e-edition. The funeral home confirmed with me this morning (February 19th)that a 50% refund would be acceptable to you for the obituary for *******. We have processed that refund to your credit card this morning and you should see that in approximately 10 business days.
Customer Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:01/30/2025
Type:Order IssuesStatus: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.
Honor their obligation as originally provided. Please see attachments. In 2008, the Citizen-Times offered a lifetime lock in rate. They honored this rate until recently. I have talked with them several times but I don't think anyone can help. I have asked that they escalate but to no avail. I would love for them to provide any documentation that would show that the email from them on July 28, 2008 is not correct. The proof is that they honored it for years till they decided not to. There are two screenshots. One from ***** **** confirming pricing and another showing the history of my payments.Business Response
Date: 01/30/2025
The Citizen-Times regrets this customer's poor experience. We have returned this subscription to the quoted rate. We spoke with the customer, informed them of the rate adjustment and provided our direct contact information in case any further assistance is required.Customer Answer
Date: 01/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:11/15/2024
Type:Service or Repair IssuesStatus: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 tried to cancel my subscription with them, and their cancellation department claimed I had successfully cancelled, but they are still billing me.Business Response
Date: 11/21/2024
The Citizen Times regrets this customers poor experience.We attempted to reach the customer by phone and email but have yet to hear back from them. Our review of this subscription did not indicate requests to cancel and we hope to receive more information from the customer regarding this experience. We cancelled this subscription and are refunding the final payment to the customer. We did provide direct contact information via email and voicemail in case the customer needs additional assistance.Customer Answer
Date: 12/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Please see attached response from the consumer.
Initial Complaint
Date:05/06/2024
Type:Product IssuesStatus: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.
My credit car is billed each and every month for seven day home delivery. I have had this arrangement for many years. It is a six day paper and no paper on some holidays currently. An auto accident took out the mail boxes and my Citizen Times paper box at the end of my driveway May 1, 2024 at 8:30pm. I have not received a paper since the accident. I contacted customer services several times instructing them to throw it in the driveway. I have paid for a paper tube from Citizen Times which my take a few days to receive. All I want is my paper as promised for my payment. They say they have issued some credit but I want my paper delivered. That is what I expect.Initial Complaint
Date:02/14/2024
Type:Product IssuesStatus: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.
This complaint is in regard to non-delivery of the Asheville Citizen Times paper edition to my home. In the last 10 days of delivery, we have not received our paper. We have submitted on-line alerts/feedback each time to them, called customer service 5 times, and initiated live chats 4 times. Despite these efforts and their agents guarantees that our issue would be resolved each time, we have had no resolution.We have requested to be contacted via their feedback web page. There has been no contact.Business Response
Date: 02/20/2024
The Citizen-Times regrets the frustration experienced by this subscriber. We've escalated this matter 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 a courtesy ******************** contact information was provided in case further assistance is required.Customer Answer
Date: 02/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:01/30/2024
Type:Delivery IssuesStatus: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 newspaper delivery problem. Credit for papers not delivered is inadequate compensation.If my paper delivery cannot be guaranteed, then I would like to pay only $24/month +tax with no paper statement fee.Business Response
Date: 02/09/2024
The Citizen Times regrets this customer's poor experience. We spoke with them and discussed their concerns. We provided a courtesy credit and direct contact information in case further assistance is required.Customer Answer
Date: 02/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Here is what I was also told by the Customer Representative, ***************: I was assured that in addition to being credited for my bill up to February, that in the future if a paper is not delivered, I should report the delivery issue. If this paper does not appear the next day, I should call *****, and the $5 paper fee would be waived for that billing period.
Bottom line: we agreed that I should receive what I am paying for.
******************
Initial Complaint
Date:01/19/2024
Type:Sales and Advertising IssuesStatus: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.
How come I am no longer receiving an email addition on my computer ?Business Response
Date: 01/29/2024
The Citizen Times has received this customer's complaint. We spoke with the customer and assisted them with updating their e-newsletter settings. Direct contact information was provided in case further assistance is required.Initial Complaint
Date:01/16/2024
Type:Service or Repair IssuesStatus: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.
Its impossible to cancel a subscription to the Citizen Times!We have been trying for the last month and I have been on the phone for hours today, calling all the numbers listed on their website . When I call, I get a lot of bogus sales pitches, and when you do reach a live person, they keep trying to give me other deals on the subscription. I told the woman to please just cancel. I even answered several of her questions about why I was cancelling. she kept saying , Im almost done, then Ill cancel. I must have said to just cancel the subscription at least 4 times and she just kept offering more. I then hung up because I could see she wasnt going to do it for me. VERY FRUSTRATING,Business Response
Date: 01/18/2024
The Citizen-Times regrets this customer's frustration. We confirmed this subscription was cancelled by our customer service team when the customer contacted us. We left a voicemail for the customer confirming their cancellation and provided direct contact information in case further assistance is required.Customer Answer
Date: 01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.I got a satisfactory reply from Citizen Times yesterday!
Initial Complaint
Date:10/06/2023
Type:Service or Repair IssuesStatus: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.
Since 4/8/23 I keep getting charged ***** back to back for a cancelled subscription I have cancelled this subscriptions multiple times and this company keeps charging me. I contacted the number it goes to another vents or that they have managing it and they confirm cancellation, next month Im charged again and again!Business Response
Date: 10/06/2023
The Citizen-Times regrets this customer's poor experience. We spoke with the customer, confirmed the subscription is cancelled and initiated a refund which will be returned to the customer's card within the next few business days. Direct contact information was provided in case further assistance is required.Initial Complaint
Date:03/06/2023
Type:Billing IssuesStatus: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.
My digital subscription to the Asheville Citizen Times was ending in November 2022 and I called to cancel my subscription then. I had a rate of **** monthly. In December my credit card was charged $8.55 for the monthly subscription which had not been cancelled in November as requested. I called, emailed and chatted online trying to get it refunded and cancelled again only to be told that no refunds were give but could use up the credit of $8.55 at a rate of about **** per month. So I waited that out until this morning when my credit card was again charged $2.74 cents. I again contacted the newspaper by chatting and was told again that no refunds were given but could use up this credit and then it would be cancelled. I never authorized the $8.55 charge or the $2.74 cent charge and this sounds like the old bait and switch where I keep getting charged and must use up the credit and keep getting charged and keep getting told that no refunds are given. I only want this to be credit back to my card and cancelled once and for all.Business Response
Date: 03/10/2023
The Citizen Times regrets the frustration experienced by this subscriber. We confirmed this subscription is now cancelled and initiated a refund which will be processed to the customer's card within the next few business days. We left a voicemail for the customer informing them of the cancellaiton and pending refund and provided direct contact information in case further assitsance is required.Customer Answer
Date: 03/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.
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