Complaints

This profile includes complaints for The Cincinnati Enquirer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Cincinnati Enquirer

  312 Plum, Suite 1250 Cincinnati, OH 45202

  
• 

  The Cincinnati Enquirer

  25 Town Center Blvd. Crestview Hills, KY 41017

  

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:03/28/2025

  Type:Billing 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.

  I was a 40 plus year customer of the Cincinnati Enquirer. 1 year ago , as the price of the paper gradually increased and the weight of the newspaper and the news covered in it gradually decreased to practically nothing, I reluctantly called to cancel my subscription. I was talked into taking the digital subscription on my phone. I found it difficult to use and rarely used it . In December 2024 , I called to cancel the digital subscription. I just did not see the point of paying 15 dollars a month for nothing . When I spoke with the woman , I presumed she was in India by the accent , at first she was cordial but she quickly became insistent that I not cancel but accept a better deal. She lowered the price from 15 to 12 then 10 then 8 then 5 dollars a month. I told her that I was not using the digital subscription and I would not be willing to pay 2 dollars a month. She countered with an offer of 1 dollar a month . I made it perfectly clear that I didn't want the subscription and I wanted it cancelled and I did not appreciate the hard sell that she was pushing. I deleted the app from my phone and considered the issue finished. My wife pays the bills on our house and most of the bills including the credit cards are auto paid from our checking account . We had a couple flights cancelled in the last 2 months so 2 days ago we looked into the statements to be sure we were credited for the cancelled flights. Lo and behold there was a 15 dollar charge on each statement from December through March from Gannet news service , the parent company of the Cincinnati Enquirer. I called the subscription cancellation number again and again requested that my subscription be cancelled and that I be refunded the 60 dollars that has been charged to my credit card for 4 month since I called to cancel the subscription. My belief is that the Enquirer/Gannett contracts with an Indian company that is instructed to hard sell and fail to cancel subscriptions when requested Thank you

  

  Business Response

  Date: 03/31/2025

  The Enquirer regrets this customer's poor experience.  We reviewed the customer service interaction in question and will take personnel action to address the mishandling of this cancellation request.  We spoke with the customer, apologized for the poor experience, and are providing a refund for the requested amount.  We provided the customer our direct contact information in case any further assistance is required.

  Customer Answer

  Date: 03/31/2025

  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,
  
  ******* **********

  Thank you very much to the BBB. You were instrumental in getting my complaint registered with the Cincinnati Enquirer. They took the complaint seriously and refunded my money but more importantly for them, after reviewing the phone interaction that I had with the person that was supposed to cancel my subscription, they discovered that the people contracted to handle subscription complaints were handling the job poorly and reflecting poorly on the Enquirer.  Thank you, job well done.   Charlie Volpenhein

• Initial Complaint

  Date:01/12/2025

  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 pay monthly for a subscription to have a paper copy of the newspaper delivered to my house daily (except Saturdays). Over the past few years paper has only been delivered sporadically, and in recent months not at all.

  

  Business Response

  Date: 01/21/2025

  The Cincinnati Enquirer regrets this customer's poor experience.  We escalated this matter to our distribution management team who state they have reviewed the issue with the carrier to ensure delivery resumes.  We spoke with the customer when we received this complaint and informed them of the steps taken to resolve this matter.  We left the customer a voicemail on 1/21/25, asking that they contact us directly if the delivery issue has not been resolved.

• Initial Complaint

  Date:12/10/2024

  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.

  Cincinnati Enquirer charged me without my consent for an annual subscription. When I noticed the charge, I immediately contacted their customer service team by phone, who told me they regretted the charge and would promptly provide a refund in full. I waited a couple weeks and no refund appeared. I called customer service again, explained the situation once more, and was assured once more I would be fully refunded promptly. A couple more weeks went by, and still no refund. I called customer service a THIRD time, and this time was treated belligerently by a customer service representative. He was rude, condescending, and shouting over me. He told me there was no guarantee of a refund and that it was "50/50". I asked what the criteria would be and he told me he couldn't say - ZERO TRANSPARENCY. He said his finance team would contact me within 48 hours with their decision re a refund. I never received a notification one way or another. This has been a HORRID experience on a number of front: 1.) The unauthorized charge 2.) Having to call multiple times with conflicting information and no resolution 3.) Belligerent treatment by a customer service rep 4.) No transparency on their refund process 5.) No follow-up or attempt refund after promising repeatedly they would.

  

  Business Response

  Date: 12/10/2024

  The Cincinnati Enquirer regrets this customer's poor experience.  We have initiated the requested refund which will be returned to the customer's card within the next few business days.  We are investigating the customer's experience and will ensure appropriate personnel action is taken to address any mishandling on the part of our team.  We left a voicemail for this customer informing them of the steps taken to resolve this matter, and provided them our direct contact information in case further assistance is required.

  Customer Answer

  Date: 01/29/2025

  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, reasons for rejection are included below.

  
  

  Problem:
  Cincinnati Enquirer charged me without my consent for an annual subscription. When I noticed the charge, I immediately contacted their customer service team by phone, who told me they regretted the charge and would promptly provide a refund in full. I waited a couple weeks and no refund appeared. I called customer service again, explained the situation once more, and was assured once more I would be fully refunded promptly. A couple more weeks went by, and still no refund. I called customer service a THIRD time, and this time was treated belligerently by a customer service representative. He was rude, condescending, and shouting over me. He told me there was no guarantee of a refund and that it was "50/50". I asked what the criteria would be and he told me he couldn't say - ZERO TRANSPARENCY. He said his finance team would contact me within 48 hours with their decision re a refund. I never received a notification one way or another. This has been a HORRID experience on a number of front: 1.) The unauthorized charge 2.) Having to call multiple times with conflicting information and no resolution 3.) Belligerent treatment by a customer service rep 4.) No transparency on their refund process 5.) No follow-up or attempt refund after promising repeatedly they would. Update: I was contacted by somebody in December who promised a full refund. Six weeks later, still no refund had been received.
  
  Desired Resolution:
  Refund
  
  
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 01/30/2025

  We regret that this refund had yet to be processed.  We spoke with our accounting partners who confirmed the refund had not been processed as of yesterday when we received this follow up.  We processed this refund to the card on file this morning and spoke with the customer to let them know.  We asked the customer to follow up with us directly if they do not see the refund in the next 2 business days.

• Initial Complaint

  Date:11/25/2024

  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.

  Just spent 20 minutes reading previous Enquirer complaints 52 involved delivery issues. This has been on going for the past year, with my household. Weekly calls, “we’re sorry, will have a paper to you by 10:AM” NEVER! Wife called this morning, asked for a supervisor, “ we’re not allowed to transfer to the U.S.” WHAT?? The last time I looked, the Enquirer was in downtown Cincinnati Ohio. When did they leave the U.S.? I am prepared for the usual lip service, apologies. I have a question for them. You take my $ for a contractual obligation, money exchanged for service, I’m upholding my end, what about yours?

  

  Business Response

  Date: 11/25/2024

  The Enquirer regrets this customer's poor experience.  We've escalated this matter to our distribution management team to ensure the service issues are addressed and resolved going forward.  We spoke with the customer, informed them of the steps taken to resolve this matter, and provided them with a courtesy credit and direct contact information in case further assistance is required.

• Initial Complaint

  Date:11/03/2024

  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.

  In June 2024 we signed up for delivery of Friday and Sunday enquirer. We have only received Sunday delivery and no Friday. I have been calling weekly about this problem and all I get from them is I will take care of this problem. I have talked to a supervisor but they can’t fix the problem. I have requested a new driver and have been told it’s not that easy. We have credits built up until March 2025. Credits don’t due any good if you don’t get a paper. And now we are not receiving the Sunday enquirer. I guess to them it’s easier to give a credit than to fix the problem. This problem has been going on since June

  

  Business Response

  Date: 11/19/2024

  The Cincinnati Enquirer regrets this customer's poor experience.  We've escalated this matter to our distribution management team for review and correction of the service issues.  We spoke with the customer and informed them of the steps taken to resolve this issue.  We provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 11/23/2024

  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, reasons for rejection are included below.

  
  

  I have talked with B**** from the enquirer and that week we received our paper on Friday and Sunday. We thought we had it figured out but spoke to soon. Friday came and again no paper. B**** told me there was a sub driver and we will receive the paper late. No paper came on Friday but received another credit. Hopefully we will receive the paper Sunday. He asked me to call him if I didn’t receive the paper Friday but had to leave a voice mail.  He seems to be trying to resolve the issue but still no paper. 

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  Regards,
  
  ***** *****
  

  

  Business Response

  Date: 11/25/2024

  We regret the ongoing delivery problems. We spoke with this customer and followed up with our distribution management team again.  

• Initial Complaint

  Date:05/17/2024

  Type:Delivery 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.

  I have not had the newspaper delivered on a sporadic basis. About once every three weeks I do not receive it. And, I only get the Friday and Sunday paper. This has been going on for some time now. I submit a 'delivery isssue' complaint online to the Enquirer each time, and each time I do I receive an automated email saying that they are sorry and will work to dorrect the problem, and I can view the paper on-line.. I've asked, via email, for at least a refund for the missing delivery and never get a response or refund. And, the paper is not inexpensive. Poor deliveries, and poor and lacking customer service. But, you can be sure that on your account page that there is an entry where you can 'tip' your delivery person.

  

  Business Response

  Date: 05/23/2024

  The Cincinnati Enquirer regrets the customer's poor experience.  We spoke to the customer and informed them that the issue will be escalated to our circulation department. Credit was given for a month of service, which was acceptable to the customer.  Direct contact information was provided in case further assistance is required.   
  

  Customer Answer

  Date: 05/28/2024

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

  I have talked to the company, and they have offered a month's worth of subscription rate to be for free, and that they would look into the delivery problems.  I cannot tell you that the complaint is resolved as only time will tell if I get continued uninterrupted delivery.
  
  I thanked the Enquirer for them looking into the matter, and for the monetary reduction ($34) in cost.  But I told them that I would rather have the newspaper delivered than continually ask for my money back.  We'll see about continued delivery.
  
  **** ************
  
  
  ********  complaint #
  

  Customer Answer

  Date: 05/29/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ************

  ****:  the issue has not been resolved.  As I wrote to you this is a delivery issue, and we'll only know if it has been resolved is by seeing that in the future the delivery issue has gone away.  Yes, I received some 'free newspapers' for the month of June as a kind of 'pain and suffering' reimbursement.  And I told the Enquirer that is very nice, but I really want the paper delivered.  They told me to write them if the delivery issue persists.  And guess what?  The very next day I was to receive the paper, it was not delivered.  I get it 2 days per week and the last two weeks I've missed 2 out of 4.  That's on top of the year-long problem. So, the problem persists.  I contacted the Enquirer contact that sought me out, and she said that she would resubmit the claim.  That's where we stand.  I have that email of me to her and her back to me if you need to see.  The issue continues.  It is a problem.  It has not been resolved.
  
  ** ************
  

  

  Business Response

  Date: 05/30/2024

  We again spoke with this customer and confirmed they received their most recently scheduled delivery.  We are following up with our distribution management team again to ensure this matter is being appropriately addressed.  We provided the customer with the direct contact information of a manager in customer care in case further assistance is required.

  Customer Answer

  Date: 05/30/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ************
  

  Customer Answer

  Date: 05/31/2024

  How can I tell you that the complaint has been resolved?  This is a delivery issue, and the delivery is ongoing.  I get the paper 2X per week .  I have not received it sporadically.  But, it's not been delivered enough that I needed to complain to someone other than the Enquirer.  You have gotten their attention for me .  The very day after the Enquirer offered me a free month (8 papers) of delivery and how theyd work on the problem to get it resolved, the paper was not delivered, again.  I notified them.  The only way to get this resolved is to have an ongoing stream of delivery, on time, on date.  So, if I get 2 papers a week for 52 weeks, that's 104 papers/year.  Just getting 2 out of 3 or 2 out of 4 here and there doesn't solve the problem.  I'd consider it 'mostly solved' if I could get a few months in a row w/o missed delivery.

  

  Business Response

  Date: 06/10/2024

  We spoke with this customer again and they indicated they have received their delivery for the past 3 weeks.  They know how to reach us if they have any issues going forward.

  

  Business Response

  Date: 06/12/2024

  We again spoke with this customer and offered an additional subscription credit.  They agreed to follow up with us directly if any other issues arise going forward.

  Customer Answer

  Date: 06/12/2024

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

• Initial Complaint

  Date:03/24/2024

  Type:Delivery 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.

  No delivery of Sunday Enquirer paper since January 2024 No delivery for Feb or March 2024. Keep calling customer service. All they do is get me a credit. We would prefer to get our paper

  

  Business Response

  Date: 04/01/2024

  The Enquirer 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 direct contact information in case further assistance is required.

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *******
  

• Initial Complaint

  Date:03/03/2024

  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 have been a Cincinnati Enquirer customer at our current address for the last 16 years. We have signed up for the Cincinnati Enquirer to deliver a paper every Friday and every Sunday. We have only received the paper once in the last three months. We have called the customer service line and requested we get delivery 3 times, and each time we called we are promised we will get the paper delivered, but it never comes. They also promise a credit for the lack of delivery, but that does not appear either.

  

  Business Response

  Date: 03/11/2024

  The Enquirer regrets this customer's poor experience.  We've escalated this matter to our distribution management team for review and correction.  We are refunding this customer for the service not received.  We left them a voicemail, informing them of the steps taken to resolve this matter an provided direct contact information for them to reach us in case further assistance is required.

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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.

  The enquirer employs a delivery guy with a car that wakes up our entire area at 5am every morning. My young kids, husband and I get woken up two hours before we would normally wake up every morning because this man can not find a permanent fix for his car and the enquirer will not fire him. I have called probably over 100 times in the last year to get a resolution, filed a BBB complaint a few months ago, and while they said they would take care of it, the car is back to making an insanely loud noise that we can here from a mile away. I can’t afford to lose another two hours of sleep, let alone weeks of this. The man needs to be let go, drive a different car permanently, or fix his muffler. This is unacceptable for a paper delivery boy to wake up the entire area daily. It would be one thing if it was at noon, but he comes to my neighborhood at 5:15am every morning. And the last thing I want is someone to lose their livelihood, but my health is suffering, my kids health is suffering, and many of my friends families are getting woken up. It’s just completely unacceptable. Action needs to be taken today. Not next week. Someone needs to fill in for this man until his car can be permanently fixed. I don’t think it’s too much to ask to not get woken up daily.

  

  Business Response

  Date: 03/15/2024

  The Enquirer regrets this individual's poor experience.  This matter has been escalated to our distribution management team.  This carrier has been informed that they have until April 1, 2024 to permanently fix their car or their contract will be terminated.  In the meantime, this carrier has been asked to deliver this route last daily in hopes of avoiding waking individuals in this neighborhood.  We left a voicemail for this individual informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:02/25/2024

  Type:Billing 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.

  I had a two year subscription to the digital version of the Enquirer. It was set to expire on 2/22/24. I kept getting emails from the Enquirer because my credit card was set to expire at the end of 2023 and they wanted me to update it so they could bill me. I did not update the expiration date because I had no intention of renewing my subscription. On Feb 22, 2024, a charge of $14.99 was billed to my credit card by the Enquirer. They fraudulently changed the expiration of the credit card in order to continue billing me. I called the Enquirer on Feb 22, 2024 and asked for them to cancel my account and issue a refund. I hung up assuming all would be taken care of. However, no refund has been issued as of Feb 25, 2024. I contacted the Enquirer on Feb 25, 2024, and they said the account will stop billing on March 22. I told them their changing of my credit card expiration date without authorization amounted to fraud. The rep told me they can not issue refunds. The Enquirer's auto bill scheme is fraudulent if they have the ability to change credit card details to further bill customers who have zero intention of renewing the service.

  

  Business Response

  Date: 02/26/2024

  The Enquirer regrets this customer's poor experience.  Per our terms of service, provided at point of sale, "If at any time you decide to cancel your subscription, which you can do at any time, you may contact customer service. You must cancel your subscription before it automatically renews for a subsequent period to avoid being charged for the next period's subscription fee. If you timely cancel your subscription, the cancellation will become effective at the end of the then current subscription period. Gannett does not provide credits, refunds, or prorated billing for any subscription cancelled mid-period. In such a circumstance you will continue to have access to your subscription for the remainder of the subscription period."  Full subscription terms can be found here:  ****************
  

  Some financial institutions work directly with vendors to automatically update credit and debit card expiration dates for customers with recurring payments.  This is a feature of the financial institution, not the vendor (Enquirer).  
  

  Despite our terms of service, we will offer a refund to this customer as a one-time courtesy.  This refund will be issued to the customer's card within the next few business days.

  
  

  Customer Answer

  Date: 02/26/2024

  I did not see the last line of their response until now.  I will accept the refund as a resolution.  However, the Enquirer should also discontinue the practice of changing customer credit card data without the consent of their customers.
  
  **** ******