Complaints

This profile includes complaints for Albany Times Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Albany Times Union

  PO Box 15000 Albany, NY 12212-5000

• 

  Albany Times Union

  645 Albany Shaker Rd Albany, NY 12211-1158

• 

  Albany Times Union

  959 Eighth Ave New York, NY 10019

The 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:04/21/2025

  Type:Product Issues
  Status:

  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 account number is *********. On March 31st I successfully canceled my subscription to the Times Union paper. I have a confirmation email. It says it may take 24 hours to process. That would make my cancelation on April 1st. On April 19th I was charged an automatic charge to my on file credit card in the amount of $30.95 for another month of subscription. I called to let them know I had canceled my subscription and would like a refund for the $30.95. I spoke to Damien who told me "they don't give refund" I let him know the date I canceled and he said I only had a19 day window to cancel my subscription until it automatically charged me aching again. I'm not a mathematician but it seems to me April 1st to April 19th would be 18 days. He was rude and condescending. I would be completely ashamed to have him answering my customer care phone line. Terrible service. I will never read or subscribe to the TU ever again. I called

  Business Response

  Date: 04/21/2025

  Ms. *****,I have confirmed your cancelation and refunded you in the amount of $36.95. My apologies for the error.Sincerely,Angie H********

  Customer Answer

  Date: 04/21/2025

  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. 
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Customer Service Issues
  Status:

  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.

  Times Union requires you to cancel your subscription over the phone. Unfortunately, when you called, there’s no way to speak to a person. Even when you type in the information for the automated system, it just bounces you around and eventually hangs up on you. So there’s no way to cancel. I even tried calling the main switchboard, with the same result.

  Business Response

  Date: 04/04/2025

  Ms. *****After reviewing your account, you have the ability to cancel your subscription online as long as you have your email address and password to access your account. As a courtesy I have canceled your service effective immediately.Sincerely,Angie H********

• Initial Complaint

  Date:03/02/2025

  Type:Delivery Issues
  Status:

  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.

  I subscribe to Sunday only paper. My last carrier left during the Fall. This is the fifth consecutive week (started 2/2/25-today) that I have not received a paper; my neighbors paper were delivered. I called Times Union for redelivery the first week which was received. The second and third I was out of town but family said no paper delivered. Last Sunday, 2/23/25, I called for redelivery, but no paper was delivered. I called on 2/24/25 and spoke with representative who extended my current date, I was already paid thru 5/5/25, and was ensured paper would be delivered today. Again, no paper. I called and spoke to James, supervisor, who noted that I’ve submitted complaints, of course I have when paying for a paper that is not being received! I asked for call back from supervisor, he stated he could note that in account but could Not guarantee it since that is thru delivery not him. He also stated that maybe this was a misunderstanding, is he joking? How can non delivery for five weeks be a misunderstanding! Also, that no money could be refunded only credit. What good is credit going to do when paper consistently is Not delivered! Where are these complaints going if nothing thus far has been resolved?! I just want my Sunday paper that I’ve been paying for but not receiving. I never had an issue with the previous carrier who delivered my paper for years. I have been a subscriber to Times Union for well over 15 years! What is the resolve here?

  Business Response

  Date: 03/03/2025

  Ms. ******,My apologies for the poor delivery service. I have escalated your account to the field manager for resolution. I also applied a 4-week credit for the missed papers.Sincerely,Angie H********

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Although I appreciate Times Union offering to credit my account for four weeks, the credit will not rectify the issue if my paper continues to not be delivered. In addition, Times Union stating it would be brought to field manager for resolution, how am I to know if this issue has been resolved. Furthermore, in my initial filing of a complaint with BBB, I requested to be contacted by the company. When I spoke with a representative on Monday, 2/24/25, I was told it would be brought to the attention of management. However, on 3/2/25, my paper was not delivered again (5 consecutive weeks of non delivery, although my neighbors received their papers). I initially was giving the benefit of the doubt to the carrier with the bad weather we had, but the last two weeks, the weather was fine. This appears to now be personal, yet no one from Times Union has contacted me regarding this issue, even with my request when I called Times Union and my filing with BBB. Thank you. Regards, ******* ******

  Business Response

  Date: 03/05/2025

  Ms. ******,I did confirm with the field manager that your delivery will be corrected going forward.  I also requested delivery confirmation this Sunday. As I stated previously, I did apply a 4-week credit to your TU account.Sincerely,Angie H********

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  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.

  I have ordered a Sunday times union a few times and never receive a paper, Ever. I have called numerous times to complain and still have never received a paper! I finally canceled. Now I'm receiving a bill for a paper I never got! I called to complain again about a bill for something I do not receive. I was met by a belligerent man who claimed that I called them and reordered the paper. These people at Times Union are doing this to a lot of customers. I happen to read their reviews and I'm shocked to see what they are doing to customers! I want to do something about this but don't know how. I have asked to speak to a manager or supervisor a number of times and the only one they give me to speak to is another person who is more belligerent than the first one! I can't understand how they get away with treating customers this way! They are alway right and customers are always wrong! Now I am worried that they will charge my debit card for this amount. PLEASE tell me how to deal with this problem. Thank you.

  Business Response

  Date: 01/15/2025

  Ms. ******

  I'm sorry the delivery issues were not resolved. I have confirmed your account has stopped and there is no balance due on the account. If you decide to want to resubscribe for the paper, I can offer you the digital version. If interested, please contact me at *************************

  Sincerely,

  Angie H********

• Initial Complaint

  Date:12/27/2024

  Type:Billing Issues
  Status:

  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.

  I had a subscription to the paper version of the Sunday Albany Times Union that was up for renewal on September 15, 2024. I decided not to renew since it was much cheaper for me to buy the paper at a local convenience store than to have it delivered. I recall that at the time I called Albany Times Union to cancel my subscription and instead signed up for a subscription to the e-version of the paper at a much lower rate. This week I received an invoice for $96.50 for papers delivered since my subscription expired. I have in fact had Sunday papers delivered to my house several times since September 15, but not every Sunday, and often they were delivered late in the morning after I had already purchased teh paper at our local convenience store. I had hoped to catch the delivery person to inform them that I no longer had an active paper subscription but was unable to do so, I called the Times Union billing department today to request that they cancel the invoice for $96.50. The agent advised that it could not be cancelled and that they had no record of my request to cancel the subscription. The agent explained that while I had cancelled my automatic bill payments, they put me on a grace period and kept my subscription active. I had never been made aware of their policy to institute a "Grace period" I believe I communicated clearly bith by phone and by my cancellation of auto bill payments my desire to no longer have the Sunday paper delivered, and therefore am not liable for the $96.50 charge. See attached screenshot showing my subscription status. I am a responsible bill payer with an exceptional credit rating. I am seeking your help in having this invoice cancelled to avoid any negative impact on my credit scores.

  Business Response

  Date: 12/27/2024

  Mr. *********I have removed the outstanding balance and confirmed the account is closed and no balance due.Sincerely,Angie H********

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  Status:

  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.

  I signed up for the times union delivery and big lots in Clifton park. My card was charged shortly there after $14. I waited for the paper to start a few weeks I received a letter of confirmation weeks later.I was waiting for my paper to start. I received a second charge to my card For $19. I received one intermittent paper in the rain at the end of my driveway near the sidewalk soaking wet. At this point I remembered why when I moved here two years ago we stopped the paper because we were not receiving it yet we were paying for it. I asked the union for a refund and was told just flat out. No I asked to speak to a supervisor, customer service is extremely poor, also the one I received had no ads which was the only reason I signed up for the paper a Sunday Thursday delivery . They are acting like it’s my fault the paper wasn’t delivered or that I am somehow responsible because they’re delivery person did not deliver my paper. I would like a refund of my $33.

  Business Response

  Date: 11/26/2024

  Ms. *******,After reviewing your account, I don't see where you reported any missed deliveries. The only way to resolve the issue is to call and report the missed paper so we can alert the field manager and ensure consistent delivery every Thursday & Sunday. As a courtesy I have refunded the charges back to your credit card.Sincerely,Angie H********

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not report missed papers because I was waiting for my paper to start. It was unclear when it was going to begin. I was a new customer. I bought a service from you, and you are treating me like it’s my responsibility to make sure that you deliver my papers instead of you realising it’s your responsibility. they stated that they have now refunded my card, no refund has been received Regards, *** *************

• Initial Complaint

  Date:11/11/2024

  Type:Delivery Issues
  Status:

  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.

  Non-delivery of the *** **** *****, for which the Alba** ***** Union partners for local newspaper distribution. I have called the *** for since July about the paper not arriving at least once a week, sometimes two times per week. When a paper arrives sometimes it is instead the Times Union, the ** ***** or the **** ****** ******* instead. The *** has escalated the issue and repeatedly contacted the Times Union a to report the issue but is ignored. The source of this problem is the Alba** ***** Union, which is inaccessible via telephone and only responds to customers taking its paper.

  Business Response

  Date: 11/12/2024

  Mr. ******

  I'm sorry you are having delivery problems with the ** *****. Unfortunately, the Times Union does not access to ** ***** account. They only deliver the product. You will need to call ** ***** to assist with your delivery issues. Reminder it's very important to report all missed papers so it gets documented on your account which then sends a message to the field. 

  Sincerely,

  Angie H********

• Initial Complaint

  Date:10/10/2024

  Type:Delivery Issues
  Status:

  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.

  Been a subscriber to Albany Times Union since 1999. Over the years we’ve had numerous carriers. The paper has always been delivered to the porch. Our last carrier left some time ago. Since that time delivery has been sporadic and paper thrown at end of driveway. This past week I’ve called customer service 3 times. I didn’t get any paper yesterday or today. Today I talked with a (Chris) a supervisor. Each phone call results in the same thing. They all say we are reporting the problem. I asked who else I could talk to to rectify this and he said “no one” and to be patient!! Chris kept saying “he’s reporting the problem”. His knowledge with helping this situation was no more than the previous phone calls. Again I asked who else could help me. His answer was no one. It’s 10:13 and no paper.

  Business Response

  Date: 10/10/2024

  Ms. *****,My apologies for the inconsistent delivery. I have escalated to the distribution team to ensure consistent delivery going forward and have also asked for delivery confirmation. Sincerely,Angie H********

• Initial Complaint

  Date:08/03/2024

  Type:Delivery Issues
  Status:

  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.

  We stop receiving the Albany Times Union as well as the **** ****** ******* (contracted by the TU) on Monday, July 29, 2024. We I call to complain, they tell me it is being delivered this afternoon, or it will be there by 9am, or we fixed the problem and you will receive the papers tomorrow morning. In none of these cases, did we actually receive our papers. It is one thing that they are struggling to find carriers, but to out right tell me on multiple occasions that I will receive the papers and nothing changes -- no papers!

  Business Response

  Date: 08/05/2024

  Mr. ********

  My apologies for the poor delivery service. I have escalated your complaint tot eh field manager to resolve the issues you are currently experiencing. I have applied a 2-week credit to your Times Union account.

  Sincerely,

  Angie H********

• Initial Complaint

  Date:07/04/2024

  Type:Customer Service Issues
  Status:

  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.

  I was at an event and I was tricking to signing up for Times Union. I was told that I would get digital copies of the paper. I ended up getting a whole bunch of paper copies, which I never wanted. I was told if I paid cash I would only have a one month subscription and then I would have the option to add extra months when I was ready. Because I paid cash, I did not have to necessarily do anything and I could cancel anytime. When I try to call and the rep was very rude and would not let me cancel my membership and told me that I had to pay $15. I never agreed to be billed again, and I never agreed for another month of this paper. I told the rep I don’t want anything and just cancel the membership and she said she could not cancel it and she will never cancel it because I need to pay $15 that is freaking ridiculous and this is how they con you. I was told I could cancel anytime and I wasn’t even allowed to cancel. What type of crap is that. I do not want to continue to be billed. I’m not paying anything. I did not agree to pay anything further I was just trying it out as a one month trial at least that’s what was explained to me. I want this subscription canceled and I want this balance dropped and I don’t want it to keep increasing every month when I already said I did not want this anymore. I don’t understand how difficult it has to be where I spent an hour on the phone arguing with somebody when I simply just wanted to cancel.

  Business Response

  Date: 07/05/2024

  Ms. *****,My apologies for the misrepresentation at the time of sale. I have escalated your complaint to the kiosk manager for review. I have canceled the account and removed the outstanding balance. Sincerely,Angie H********

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It has not been resolved and the company continues to harass me. Send me bills and continues to deliver newspapers that I don’t want every single day. complaint was assigned ID ********. Regards, ******** *****

  Business Response

  Date: 08/30/2024

  Ms. *****I did confirm the account has been canceled and balance removed.Sincerely,Angie H********