Business Profile
Newspaper
Times-Herald RecordThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Times-Herald Record's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 3 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:12/18/2024
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.
9/3/24- was charged $83.94 for subscription- should be $14.99 (charged for physical paper, should be digital) called- stated they would credit back $68.95. (***** days)10/2/24- was charges $84.07- called stated they would credit back $138.03 (***** days)11/4/24- charged $84.07- called again, stated we should cancel this account and open anew one so the system does not revert back to physical paper. they will credit me back the $84.07, plus the credit due of $138.03 for total of $222.10. (and put a rush on this credit should be ***** days)11/4/24- opened new account charged $45.00 for a year of digital paper.11/22/24- called again as was not credited back any money, spoke with supervisor, wait ***** days, they put in a request for credit.12/17/24- called again, advised them still no credit back to my account. was advised they will do a follow up. wait ***** days or credit.Business Response
Date: 12/20/2024
******** *** **** ******** ***** *** ** *** ********** ** ***** ******* ****** ************ ******* ****************************
Complaint #********
Please accept this as confirmation we have received a complaint from your offices regarding ******** ***** and her eNewspaper subscription to the ********** Times Herald Record. We sincerely apologize for the inconvenience and frustration this may have caused *** ****** We have reviewed the information on *** ****** account. We are processing a refund in the amount total of $252.08 (3 charges: $84.07x2 and $83.94). Please allow ***** business days.
We appreciate the opportunity to address these concerns.
Thank you,
Subscription Management Specialist Team LeadCustomer Answer
Date: 12/26/2024
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 and the matter has been resolved.
Sincerely,
******** *****
Initial Complaint
Date:04/18/2024
Type:Delivery 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.
I have contacted them many times about getting delivery of this news paper. They have claimed to open investigations many times into why im still getting it delivered. They won't give me any investigation number or any information about the investigation. I still receive multiple copies of news paper a week. I would just like it to stop.Business Response
Date: 04/18/2024
***** *** **** ***************************** ********************************************************************************************** ******* ****** ************** ******* *******************
Complaint #********
Please accept this as confirmation we have received a complaint from your offices regarding *****************************. ****************** is getting a delivery of the free Middletown Extra advertisement publication and we have reached out to our District Managers and their team to have him removed from the delivery list at once. I have spoken to ****************** to confirm the address and to let him know that I would be getting it taken care of.
We appreciate the opportunity to address these concerns.
Thank you,
Subscription Management Specialist Team LeadCustomer Answer
Date: 06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:This compliant is still unresolved. They contacted me and said it would be. That was 2 months ago and I am still getting newspaper multiple times a week.
Thank you.
***** *******
Attendee panel closedIn order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Business Response
Date: 06/24/2024
**** *** **** ******* ******* ** ******* **** ** *** **** ******* ** ***** ******* ****** ***** ******** ******* ******************* ********* *********
Please accept this as confirmation we have received a complaint from your offices regarding Frankie Eichele and the delivery of the free advertiser paper. We have reached back out to the distributor that handles this delivery and label printing for this paper and have let them know that the service did not stop as requested and that we need it to be corrected as soon as possible. It is my understanding that several steps have to be done so it may take a couple of weeks now that they have been involved again. We apologize that this did not get handled properly sooner.
We appreciate the opportunity to address these concerns.
Thank you,
Subscription Management Specialist Team LeadInitial Complaint
Date:10/18/2023
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.
On 13 April 2023 I enrolled for a digital subscription for the Times Herald Newspaper. For a few months of that I was overseas and not able to access the message said due to the ******** was in (Ireland, ************* The end of September I called to cancel (due to I wasnt able to access for much of the time), since there is no option to cancel online, paper and website says must call, I called. I was told it would be canceled. Much to my surprise I was charged in October, as I was told weeks earlier the subscription was cancelled. 18 Oct 2023 I called back and was told they could not find my account, I had given them all the information for the account, but yet they still charged me. I was told in Sep it was cancelled, they charged me again in Oct, so it must still be active, however the rep ******** was unable to find my account. He also went on to say this happens all the time and said I had to call the credit card company to cancel any future charges. REALLY?? This is not how business is done. There is no protection for the consumer if everything can only be done via phone call, no option to cancel online, and no email to confirm cancellation, only the charges on my card. Their follow up and communication leave a lot to be desired.Business Response
Date: 10/18/2023
******* *** **** **************************************************** ***** ******* ****** ************** ******* *****************
Complaint #********
Please accept this as confirmation we have received a complaint from your offices regarding ***************************** and her eNewspaper subscription to the Times Herald Record. Digital subscriptions are normally a non-refundable service and stop on expiration date. I have entered a request for it to be stopped immediately and for ********************** last payment of $19.99 to be refunded back to her card. This process can take ***** business days.
We appreciate the opportunity to address these concerns.
Thank you,
Subscription Management Specialist Team LeadCustomer Answer
Date: 10/18/2023
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
Date:05/17/2023
Type:Delivery 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.
March 29th I had sent a email to Times Herald Record and their response is below. I've been calling for two months and every time I call I'm always being told that I'm going to be credited or i was told that No one was delivering on my route and that next week I shall be receiving the paper next week Monday it is now WEDNESDAY AND STILL NO PAPER. I WAS TOLD THAT MY COMPLAINT WILL BE SENT TO THE DISTRICT MANAGER. THESE PEOPLE LIE AND JUST COVER UP EVERY COMPLAINT AND I'VE HAD NO SOLUTION FOR THIS DELIVERY WHEN IM STILL PAYING FOR THIS SUBSCRIPTION. I WANT MY PAPER DELIVERED ASAP.Business Response
Date: 05/19/2023
*** *** **** ************************* *********************************************************** ******* ****** ************** ******* *************************
Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.
The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.
*** ********* account has been documented and credited accurately based on the choice he made using the automated systems and speaking with agents. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.
We appreciate the opportunity to address these concerns.
Thank you,
Subscription Management SpecialistInitial Complaint
Date:05/15/2023
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 subscribed for newspaper delivery to my home on April 9th. I have not received one newspaper. I contacted the company 3 times since subscribed and was assured they would take care of the issue. On the 3rd time i called and requested a supervisor and a refund. ******* insisted that i would be credited for the weeks i didnt receive the paper, they would not get me to a supervisor or give a refund because they assured me they would take special care to fix the issue, just as the ones previously told me. I have now been charged another months fee and still no newspaper!Customer Answer
Date: 06/08/2023
Better Business Bureau:
At this time, I have not been contacted by Times-Herald Record regarding complaint ID ********. I have called several more times and they have not refunded my money to date.
Sincerely,
*************************************Business Response
Date: 06/12/2023
**** *** **** ************************************* *** ************ ************ ** ***** ******* ****** ************** ******* *********************
Complaint #********
Please accept this as confirmation we have received a complaint from your offices regarding ************************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.
The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.
**************************** account has been documented and credited accurately based on the choice he made using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution. **************************** resumed his delivery on 6/11/2023 with one of our third-party vendors.
For more information, we encourage him to review aboutyoursubscription******************
We appreciate the opportunity to address these concerns.
Thank you,
Subscription Management SpecialistBusiness Response
Date: 07/25/2023
**** *** **** ************************************* *** ************ ************ ** ***** ******* ****** ************** ******* *********************
Complaint #********
Please accept this as confirmation we have received *** ************************ complaint. He stopped his account on 7/17/23 and a refund of $17.50 has been processed. This was the amount that remained at the time of cancelation. **************************** will not receive an additional refund. He is receiving a refund because he terminated his account and met the eligibility requirements.
Thank you.Customer Answer
Date: 07/26/2023
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 and the matter has been resolved.
Sincerely,
*************************************
Initial Complaint
Date:04/04/2023
Type:Product IssuesStatus:UnansweredMore 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.
On February 9, 2023, I called to cancel my digital subscription. I had two subscriptions, requested cancel both. On March 5, 2023, I was $9.99 for monthly renewal of one subscription. I called again on March 6, 2023 to cancel and requested refund due to their error. I was once again told that the subscription was canceled but they don't do refunds. I called another number, the number listed for the *** transaction. I was told that the subscription was canceled and they don't do refunds. I pointed out once again that I called on February 9 and had the subscriptions been canceled as requested, I wouldn't have been charged. I was put on a brief hold, when she came back to the line I was told that an exception would be made because I had previously called and she was submitting a request for a refund of the $9.99, it takes 10 - 14 days. It's now over 14 business days and still no refund.Customer Answer
Date: 04/28/2023
Better Business Bureau:
At this time, I have not been contacted by Times-Herald Record regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
Date:03/21/2023
Type:Delivery IssuesStatus:UnansweredMore 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 pay for the newspaper to be delivered to my elderly mother in a skilled facility in another town and the last month its coming to my home address. I have called them more than 20 times and have approximately 15 emails! Yet again I have a newspaper in my 250 foot long driveway that isnt suppose to come here. There is NO confusion on the account I verified all the information. They keep sending me a a paper after more than three dozen attempts to get them to stop it. I am beyond frustrated and have asked them nicely firmly to stop ** assured it will be stopped and yet again we have it again This paper makes it difficult to communicate with as they rarely allow you to reach a human. I found a way through the *** to speak to people and now I cant get anyone to stop the paper! My mother is elderly with dementia and looks forward to her pay for daily while I have my husband home and working with ****** and have a full plate and dont need to be worrying about a silly newspaper that I dont want it goes in the garbage every dayInitial Complaint
Date:03/13/2023
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.
Canceled newspaper subscription on 12/19/22. Was told credit card charge was pending and could not be stopped. Amount charged was to pay for subscription from 12/19/22 to 1/19/23. They would mail me a refund check. I've called the customer service **** three ********************** and told each time the refund is pending. It has been since 12/19/22 - 3 months - and have not received refund due of $38.17. Thank you.Customer Answer
Date: 04/04/2023
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
Date:12/19/2022
Type:Delivery IssuesStatus:UnansweredMore 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 ordered a subscription to the Times Herald Record on November 17th 2022 ($13) the check cleared on November 30th. I still have not received a newspaper. I have called numerous times and was promised a newspaper delivery the next day. It is now December 18th and still no newspaper delivery.Initial Complaint
Date:11/29/2022
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.
Cancelled subscription on Nov. 9, 2022. Delivery has been sporadic over the last year.I have complained many times. The *** refuses to refunded my money once I cancelled.I have been their costumer since ****. Now that I am dissatisfied with their delivery person they say they can't refund my money. $331.00 I think this is unfair. Please help me get my refund.Thank you. ************************* ************ ******************Customer Answer
Date: 12/27/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding Times-Herald Record has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*************************
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