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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Newspaper subscription 2023-2024 was about $101.00 per year. Renewal 2024-2025 was $148.20, about a 46% increase.Called customer service 6/3/24 for a lower rate. After a lengthy discussion was told that my rate would be $10.20 per month for the next 12 months. Paid the $10.20 6/3/24, 1st of 12 installments. New bill for July was $132.60. I called again, spoke to a supervisor, explained what had happened. Supervisor said original customer service rep quoted me a 4 week subscription. BUT, I KEPT ASKING IS IT 12 MONTHS AND HE SAID YES. Supervisor would do nothing other than tell the original customer service rep that he made a mistake. Where does that leave me....A 46% increase in my newspaper subscription, a customer service rep that provided inaccurate information, and, a supervisor who could care less about customers. As a senior on a fixed income, 46% is a whopping increase, and, the take it or leave it attitude of the supervisor is not the way to resolve a "misquote."Business response
06/21/2024
I called ****************, and we went over his account. I advised we could lower the bill as a one time courtesy.Customer response
06/21/2024
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.
Sincerely,
*************************Initial Complaint
01/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Attempted to cancel my subscription twice in one day. On each occasion the agent made several offers to retain me. After saying no to several offers each agent subsequently hung up on me. These were back to back calls dealing with two different agents. It appears they make it impossible to cancel. I had to get a hold of my credit card company and stop future payments.Business response
01/08/2024
I have entered a stop as of expiration date, I have canceled the automatic payment. No further payments will be chargedInitial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I order a special edition newspaper on June 26, 2023 for $12.99. It has been 4 months and have not received the order. I have requested manager call back and refund 3 times the past 30 days with no response. The order number # ****. I want the refund processed. Order details are below.Review-Journal StoreORDER #**** Thank you for your purchase!Hi **************, we're getting your order ready to be shipped. We will notify you when it has been sent.View your order or Visit our store Order summary VGK Championship Bundle 1 $12.99 Subtotal $12.99 Shipping $0.00 Total $12.99 USD Customer information Shipping address ************************* *************************************************************************************** Billing address ************************* *************************************************************************************** Shipping method Free Shipping - Note, due to the national health crisis, shipping may be delayed up to two weeks.Payment method Payment methodBusiness response
01/04/2024
I called ************** and left a message his payment of $12.99 has been refundedCustomer response
01/18/2024
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.
Sincerely,
*******************************Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
HAVE CALLED TWICE TO SPEAK TO A SUPERVISOR ABOUT RE SUBSCRITION ONLY THE HAVE SPENT NEARLY 40 MIN ON HOLD WITH " NO " RETURN CALL,Business response
11/22/2023
I called ****************, and apologized about not being able to speak to a supervisor. We went over his complaint. I did offer an alternate rate to restart service but **************** declined.Initial Complaint
08/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for a subscription for the ** a few months ago. Now I want to cancel it. Note that you cannot cancel online, you must call their support center and they do not provide an email verifying or documenting your call, so there is no paper trail as to what was said in your conversation. I called in July 2023 before my July charge to cancel my subscription and then forgot about it until I was charged again in August 2023 (note that they also charge your autopay earlier than your actual renewal date). I called again to cancel, and was told that the charge was because I was enrolled in autopay (another note: autopay is the only option and you cannot opt out). I was told that my subscription would be cancelled and refunded. This has not yet happened, and I checked my account and it is set to charge again for the September subscription (at a higher price). So my calls to cancel, using the only method to cancel were (1) ignored twice, and (2) responded to with a higher autopay set for the next month despite being told twice that my charge would be refunded and subscription canceled.Business response
08/25/2023
The subscription is set to stop as of prior expiration date 08/27/23. Autopay has been canceled there will be no new charges, and the refund for $8.99 has been submitted and will reflect on customer's account within 2 to 3 ********************** days.Customer response
08/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
Sincerely,Initial Complaint
07/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Approximately two weeks ago (on or around July 15th), I attempted to call to cancel my subscription. Please note there is no online option to cancel your subscription, nor is there any email address to communicate, you must call this call center to cancel. My first attempt I was put on a long hold, and then told I needed to be transferred to talk to someone else to cancel. Of course the call dropped after that transfer. My second attempt the same thing happened - long hold, transfer game, got connected briefly and put on another long hold until it disconnected. They did call back, they tried to sell me on discounts - I said I only want a cancellation and was adamant, and they eventually "allowed" me to cancel. They said I was all set, it was cancelled. I asked for a confirmation number on my cancellation - they said "we don't give confirmation numbers". This weekend (July 28th) they charged my credit card again for $8.99. It has not been cancelled. I'm not sure why they play these games. This should be as easy as streaming services - log onto an account and cancel. I like their content and might be an on and off subscriber, but because of this I will never subscribe again. My resolution needed is a refund on the $8.99 - and AGAIN cancel my account, and actually do it this time. And I would really like for them to stop these deceptive and difficult practices when it comes to cancelling accounts.Business response
08/01/2023
The customer's subscription has been canceled and refund of $8.99 has been submittedCustomer response
08/02/2023
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.As of this writing (8/2/23 at 12:50 PM ET) I have not seen a refund pending in my bank account, but I will assume it is still being processed at this time. I will reopen this complaint should it not arrive.
Sincerely,
*************************Initial Complaint
06/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Cannot get a refund for subscription not authorizedBusiness response
06/29/2023
Refund was submitted the customer should see the credit within 3 ********************** daysCustomer response
06/30/2023
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
05/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm 73 years old and lived in Vegas over 20 years, everywhere I have lived I received great service from the local paper except the review journal. I used to get it 7 days a week when I lived in the northwest and had 2-3 delivery problems a month. I called on most of them, but the problem never improved. when I moved to the southwest, I started the paper up again and still had a lot of delivery problems, so I stopped getting it. No one in the paper cares about customer service. I've called different times asking for a supervisor and they just apologize for the problem but never resolve it, so I quit the paper again. Wanting to read the paper I started up the review journal again this year, Sundays only to see if anything has improved, and here I am without a paper again. In the 2 months I've been getting the paper, I have not received it 3 times, while my 2 neighbors 2 blocks away get theirs. I have yet been able to speak to anyone in authority at the paper. Where is their customer service? I don't want to talk to someone in the delivery ***** over and over again, and nothing gets resolved.Business response
06/06/2023
I called ******************** to advise I applied credit for the missed papers and emailed the center about the delivery issues. Advised to call me directly for any issues.
Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I never ordered a newspaper from you guys and you keep delivering the paper to my house. We called yesterday and told you to stop delivering but it was still delivered today. My dog sits at the front of the house due to the heat and he keeps ripping up the paper. I put up a sign two days saying that the newspaper does not go to my house. The least you can do is put it on top of the mailbox but the delivery person throws it to my german shepherd that eats it.I will send you a landscaping bill and vet bill at this point.Business response
05/09/2023
I submitted a request to stop delivering. I called and left a message advising a stop delivery request was submitted along with my number to call me directly, if any questions or concerns.Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On April 27, I tried to reach LVRJ about cancelling service. Their automated "Service" was NO HELP and I believe a JOKE! A LIVE person could NOT be reached as they close EARLY! If I am charged for service delivery that could not be cancelled, I WILL dispute any charges made on my card!Business response
05/03/2023
I called the customer and did not reach him I left a voice message and advised a stop has been entered effective expiration date 06/04/23Customer response
05/03/2023
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,
**************************************
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Contact Information
Customer Complaints Summary
31 total complaints in the last 3 years.
7 complaints closed in the last 12 months.