Complaints

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:01/23/2025

  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.

  We subscribed for the paper from 12/23/24 to 03/25/25 to be delivered to our front door . Which it has been our agreement for the last few years. Not sure if the delivery personal has changed, but now they are dropping it at the end of the drive. We have been complaining for the last week of either it is at the end of the drive or we haven’t gotten a paper. They keep promising to correct the problem, but it hasn’t gotten corrected. So now we want to cancel our subscription and get a refund. Which they are refusing to give us. My husband is 80 years old and with the cold weather, snow and ice it makes it difficult to retrieve the paper. So we don’t want to be arguing all the way to March. We only want to cancel and get our refund.

  Business Response

  Date: 01/23/2025

  Our subscriptions do not, and never have, included guaranteed delivery to any specific location (door, garage, etc).  Many carriers will take it upon themselves to honor such requests, but that is not a guaranteed service.  We will reach out the carrier to mention the reason behind the request, but I cannot guarantee that it will be honored.  As to the requested refund, all subscriptions are prepaid with no refunds issued.  Our no refund policy is clearly marked on all sales material and invoices, and is also available online and printed in each edition of the newspaper.

• Initial Complaint

  Date:06/14/2024

  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.

  got 3 renewal notice from paper. paid $40.20 june 6, 2024 which bought 26 weeks all access. No paper deld. Called june 14 was told I owed $43.86 and that this 40.20 applied to balance. Was on vacation hold 1-15-24 thru 4-25-24. was told even tho no paper deld the fact that i could read paper on line counted as if an actural paper del'd. NO MENTION OF BALANCE OWED ON RENEWAL NOTICE. THEY SAID THAT'S TRUE. DON'T KNOW WHAT TO DO. PAPEI R HAS NO OFFICE THAT I CAN GO TO. SERVICE AGENTS ALL SOUND LIKE THEY ARE FROM A FOREIGN COUNTRY.

  Business Response

  Date: 06/14/2024

  The information provided is correct.  All subscriptions are intended to be prepaid, however the most recent payment was made after the subscription had expired and was accruing charges while in it's grace period.  The payment made was first applied to the outstanding balance owed, which foreshortening the subscription term.  The customer references having received 3 renewal notices.  It is of note that the third (and final) notice is sent out 2 weeks after the subscription term had expired.

  We do not have records of missed deliveries being reported by the customer during the periods referenced.  We do issue credits for missed deliveries if they are reported as they occur,  but that did not happen in this case.  

  The statement that credit is not issues for temporary stops on the basis of having access to the digital edition also correct - this information is printed in our publication every day, on all invoices, and online.

   

  Given that the payment made was used to pay down the back balance incurred due to the late payment, and that any charges to the account are in keeping with our printed policies, no refund is due at this time.

   

• Initial Complaint

  Date:03/19/2024

  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.

  On 11/24/23 I called The Morning Journal as my subscription was due to expire and I wanted to cancel the delivery of the paper because in August the person that delivered the paper hit my new garage door and did $900 damage but neither he nor the Morning Journal would take any responsibility, therefore, I no longer wanted him on my property so I did not want delivery any longer. I spoke with a customer service rep named Kim about the e-edition. She put me on hold while she supposedly spoke with someone and came back and said she was able to give me a new great rate which was, I would pay $10 and that would take me until 3/16/24 and at that time I would pay $13 for the next 52 weeks. I accepted the offer. She said she put this on my record. I called the Journal on 2/22/24 to confirm my 3/16/24 expiration date and at that time my credit card would be charged $13 and that would pay me for the next 52 weeks. The customer service rep put me on hold to verify this information and came back and stated that was correct. If this was not correct, I should have been told at that time. Upon contacting my credit card company on 3/13/24 to verify my recent purchases, there was a transaction from 3/11/24 that I did not recognize for $104.00. As it turned out, it was from the Morning Journal. I contacted them on 3/14/24 and told them that I was only suppose to be charged $13. I kept calling back and speaking with different customer service reps and no one would help. I asked for a manager or supervisor but was not connected to anyone. I asked that they get someone to listen to these calls on 11/24/23 and on 2/22/24 to verify this, as calls are recorded, but my request was ignored. The last customer service rep said it was going to be investigated and someone would contact me. Needless to say, this is 5 days later and no one has contacted me and the $104.00 charge is still on my credit card. This charge was not authorized by me and I want $91.00 returned.

  Business Response

  Date: 03/20/2024

  All transactions documented by the subscriber were completed in our database.  The subscriber's account was extended through mid-March at the $10 rate proposed at that time.  That was not a permanent rate offer - that was a one-time courtesy billing reduction.  The subscriber was enrolled in our autopay program and, on all of the calls she had with our call center, never indicated that she wished to unenroll.  The charge that posted this March is the automated renewal charge at the regular rate of $2/week, now that the one-time $10 courtesy extension has expired.

  The $104 charge is the product of a 52 week renewal (the subscriber's autopay terms) at $2 per week.  Based on that renewal charge, the account is now paid through 3/15/25.  If the subscriber wishes to unenroll from future automated payments, she should notify our customer service team to avoid future charges.  These disputed charges, however, are correct based on the terms of the account.  No refund or adjustment is due at this time.

  Customer Answer

  Date: 03/22/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  Cindy Snell
  
  Response taken over the phone by BBB staff MN

  Customer states she agrees to leave as-is since payment has already been made, however customer is requesting written confirmation that the fee already paid, will pay her subscription till 3/15/2025.
  
  
   

  Business Response

  Date: 03/22/2024

  The account, as it stands today, is paid through 3/15/25.  This does not imply that that date is not subject to change.  As we print in our TOC and in all of our published products (written and digital), there are several factors that will likely cause that expiration date to change over the course of time.

  1.  We print monthly premium editions which are charged against the account and foreshorten the expiration date - any subscriber can opt out of those by contacting the customer service number we provide. 

  2.  All accounts are subjected to a temporary supply chain surcharge (also noted in writing in all of our materials) in the amount of $.15 per copy delivered.  This will also foreshorten an expiration date.  

  3.  In the event of missed deliveries, credit is issued in the form of delivery days added on to the end of a subscription.  These service credits would extend the expiration date.

  Any customer can contact our customer service team at any time to request an updated expiration date that will have factored in all of the above factors that the account has experienced to date.

• Initial Complaint

  Date:02/18/2024

  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.

  Prepaid for a 7 day daily newspaper and not receiving a daily newspaper. Paper is delivered when and what time they feel like it. Thanks

  Business Response

  Date: 02/19/2024

  Our records indicate that this subscription has been active since April of 2020.  In that time, the customer has contacted us on only once occasion to notify us of a missed or unsatisfactory delivery (2/8/24).

  Subscriber is advised to contact our customer service department to report missed deliveries when they occur so that the information can be passed along to our distributors and remedy the situation.

• Initial Complaint

  Date:01/11/2024

  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 carrier puts paper in ripped plastic and paper is throw in soaking wet driveway and the paper the last few days Jan. 9 Jan. 10 is literally soaked through and through. I called the Morning Journal in Lorain and also left a phone message at carrier’s home. I was promised a replacement paper that day and did not get one. I want the Journal to alert carrier and bring replacement papers.

  Business Response

  Date: 01/11/2024

  We will notify the carrier of the delivery failure and ask our distribution partner to redeliver the missed copy.

  The subscriber is advised to contact our local customer service team at **************************** for faster resolutions of these issues.

• Initial Complaint

  Date:09/21/2023

  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 call on Sepetember 21, 2023. I cancelled my subscription which ends Feburary 2023. I was told I would owe the $2,20 for a Paper billing. when he told me My address it was wrong so I would of not gotten one. i did not have my card so i told him I would call back. I called back an the person said there were NO notes. He tried to look stating I owed nothing ,but I was paid in full. He could not answer my question so I asked for a manager. this call lasted over one hour. I talked t another person and he stated the same. I asked if they would sent me a email stating that. He was not sure but i still was worried seeing wrong address and different answers. I called back again and ask for a supervisor. It was Austin. I explained and I am sure he looked at the notes. I asked the others to document. He was talking to me and said I hung up one the first person. How could he say that when the second person had no notes. I tried to say I did not hang up and he started with if I am going to interrupt him he was going to hang up. I held my breath and told him to continue. He repeated the same song and dance as the other and di not answer questions. When I asked If I owe the money and sent me confirmation. He then said in a mean way I fI continue to interrupt him he is going to hang up. I was on my car phone and could see the call was still there and I said don't hang uo. He was still on the line so I know he heard me. He hung uo. I called today and went from one to another. This "manager" Rob said can not email me if closed or not said I did not owe the $2.50. He would not give me an answr on address etc... I want a piece of paper stating that. If they send a bill, will I get it seeing they had the address wrong. I have spent in my time on the phones with them over two hours. It is the worst customer service I have ever seen. In my eyes it is a shady business. If you could help me get something in writing. An email because I do not trust them as a company. thanks

  Business Response

  Date: 09/21/2023

  Customer is advised to contact our local billing specialists at ****************************.   They will be able to research the account, ensure that our billing system reflects the correct address and make any billing adjustments deemed necessary.

  Customer Answer

  Date: 09/23/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  Hello   I have tried four times and do not get an answer.  Each person gives me a "different" story.  I also do ot feel like being on the phone for hours.  None of them can answer me.  I want emailed to me a bill stating I owe them NOTHING.
  
   

  Business Response

  Date: 09/23/2023

  The customer has been contacting  our general customer service center.

   

  The email address I provided - **************************** - is managed by local account and billing specialists.  This is not the same group that has been taking her phone calls.  They are specially trained to handle escalations of this nature.

   

  We will not respond further to this complaint until the customer has contacted those specialists, as that is the correct remedy for the ongoing problems - again the email address is **************************** 

  Customer Answer

  Date: 09/30/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  They need to email me a "paid in full" bill.  I have called mant times and many hours.  It is they that have that bill information that paid in full.   Read the "other" complaints in the "reviews".  Many stating long waits and being hung up on.   Thanks  *******
  
   

• Initial Complaint

  Date:06/29/2023

  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.

  In April 2023 we agreed to begin a Sunday only newspaper subscription for a period of 20 weeks for a total of $26.00 after being contacted by The Morning Journal via phone. The susbscription was to begin the next Sunday delivery and they were to mail the invoice within 7 days. After 3 weeks had passed no newspapers had been delivered and a bill arrived via US mail with contact info for any questions. I contacted them by phone as instructed about the newspaper never being delivered. They had no answer as to the possible problem but assured me it would be corrected. 2 weeks later we had yet to receive any newspapers but did receive another bill. I again contacted them at the number provided to explain that we would like to cancel the subscription and would not be paying the $26.00 since no paper was ever received. I was transferred to several departments with each apologizing and stating that they understood and would take care of the situation as I had asked. Approx 7 days later I began receiving no less than 2 phone calls a day from a collection company stating that I owed them money. I would explain the situation each time, many times getting a rude response, being transferred back to The Morning Journal circulation department and subscription department, or being hung up on all together. On June 7, 2023, I spoke with someone who confirmed that one of the other people I spoke with not only didn't cancel my subscription but actually changed it to a daily paper subscription rather than cancelling it causing the balance due to increase substantially. I thought we worked everything out and finally had everything settled until today when I received an invoice for $8.54 for a past due balance owed. I called today and was put on hold for just shy of 3 hours before being disconnected with no resolution. I have sent them an invoice in return for (4) billable hours not including today at my normal rate for the time spent so far attempting to resolve this issue.

  Business Response

  Date: 06/29/2023

  The submitted invoice will be disregarded.  We will not respond further on that matter.

  Customer Answer

  Date: 06/29/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  Date:08/23/2022

  Type:Sales and Advertising 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 MORNING JOURNAL ADVERTISED A NEW SUBSCRIBER SPECIAL IN SMALL PRINT -7 DAY DELIVERY FOR 2 YEARS-EXPIRES 4/30/22;I FILLED OUT THE FORM AND SENT THEM A CHECK 4-27-22 FOR $30.00TO THE WILLOUGHBY OFFICE.MY PAPER WAS STARTED ON 5\2\22. ON8\20\22 I DIDN)T RECEIVE A PAPER SINCE THIS DATE,I HAVE RECIVED CALLS FROM REPRESENTATIVES OUT ST.PAUL MINNSOTA,ARIZONA,NEW YORK STATE STATING THAT I OWE MORNING JOURNAL MONEY.EACH PERSON I HAVE TOLD THEM ABOUT THE SPECIAL.I HAVE THE COPY AND THE CHECK THAT I SENT TO THE WILLOUGHBY POST OFFICE BOX NUMBER.I FEEL THAT THE MORNING DOES NOT WANT TO HONOR THIS SPECIAL.AND THEY SHOULD'

  Business Response

  Date: 08/23/2022

  It appears there was a data entry error when the subscriber's start was processed.  I have corrected the account, and delivery should resume within 3 business days.  The expiration date will be 5/9/24 (honoring the 2-year promotion, plus an additional week to account for the missed service days between the incorrect stop on 8/20 and the forthcoming restart).

• Initial Complaint

  Date:06/15/2022

  Type:Service or Repair 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.

  Called June 2. 2022 , on line with foreign person for 20 minutes to cancel paper, Sunday only. I was hung up on after 20 minutes. All info given beforehand. Spent over a year getting maybe two Sundays paper then nothing for a few weeks. Called it in etc. My subscript maybe was up around end of May. Bill mailed out to me at or around May 26 received after May 30. Morning Journal keeps billing me ( again 6/13/22) After I called and cancelled. Foreign Operator asked if I wanted to renew: I said "You have to be kidding". It seems you can't get the paper delivered, than one cannot get it stopped. I was Sunday only, pre paid for a year, but since I had so many missing deliveries, I had no idea when credits ended. Also when I asked for refund_____They do not refund either. Really nice people.

  Business Response

  Date: 06/15/2022

  The account was stopped following delivery on June 5th.  Any papers received since that time have not been billed to the subscriber and are a matter of carrier error.  The complaint also mentions not receiving a refund - the prepaid subscription expired on May 30th, and no further payment has been made since that time, so there is no account balance to be refunded in any event.

  Customer Answer

  Date: 06/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ****** **********