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:11/18/2024

  Type:Customer Service 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 paid a monthly subscription to the Knoxville News Sentinel from Oct. 2020 until Aug. 2024 without receiving a paper. That totals more than $1,000 in services paid for without any services provided (charged $21/monthly from Oct. 2020 until March 2023; $28/monthly from April 2023 until Aug. 2024). An odd situation accounts for the delay in noticing. A family friend lost their job during peak COVID in 2020. Due to the job loss, they said they needed to cut their bills and planned to stop their paper delivery. I started a subscription and set the delivery point to their house, so they could continue getting a paper. The topic didn't come up again until this summer. They ended up not cancelling, but only one paper was delivered to their house despite Knox News Sentinel getting paid for two. The issue was not discovered because the correct number of papers were not delivered over that span. The Knox News customer service line has confirmed they see the issue I described in their paperwork and acknowledged a mistake. However, their only response has been to say I should have noticed earlier, and a refund would require special approval that they seem unwilling to provide. I've called on three separate occasions (8/30, 9/20, and 10/8). Each time they say they have a record of the issue and my calls, but they provide no timetable for resolution or a desire to do so. One on occasion they simply closed the file without giving a reason until I made another call and request. I realize it was a long time before discovering the issue, and I've even said I'd take a partial refund due to that fact. However, it seems completely wrong to pay $1,000 over that span without any apology or refund. I'm out of options. Can you please help bring resolution? My attachments verify my monthly subscription payments, but my online credit card statements only go back two years. However, Knox News has records of my subscription going back all the way to Oct. 2020 if you need to verify.

  Business Response

  Date: 11/18/2024

  The Knoxville New Sentinel regrets this customer's poor experience.  We spoke with them and agreed upon a refund amount with which they were satisfied.  We provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ben ********

• Initial Complaint

  Date:08/21/2024

  Type:Product 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 contacted KNS on July 3, 2024 seeking a refund for the $99 that was auto-drafted out of my bank account. I have been a subscriber for over 10 years, but I found the price wasn’t worth it. The agent assured me I would get my refund in 10 business days. I did not receive my refund and contacted them again on July 19, 2024. This agent proceeded to tell me that while my account was canceled, it would not occur until July 2025 and that I would not be receiving a refund. The same day, I chatted with another agent and was informed that my refund would be processed within 10 business days. I contacted them again on August 5. Same “10 business days” response, and I contacted them again today, August 20. I am unable to speak to a supervisor or get my issue to anyone who is a decision maker. This is extremely frustrating, and I would strongly discourage anyone from ever supporting the Knoxville News Sentinel or any subsidiary of the USA Today network of newspapers.

  Business Response

  Date: 08/27/2024

  Tell us The Knoxville News Sentinel regrets this customer’s poor experience. We have issued a refund for the $99.  We attempted to contact the customer by phone and email to inform them of the pending refund.  We provided direct contact information but as of this writing we have not heard back from the customer. 

  Business Response

  Date: 10/01/2024

  We acknowledge and understand this customer's desire to keep this complaint open until they receive the refund check we issued.  We are submitting this additional response as we continue to receive pressure from the BBB to do so.  Our accounts payable team confirmed the check was issued to the customer's current address and we anticipate he will receive this check within the next 2 weeks.  We followed up with the customer via email to provide an update and they have our contact info for follow up if needed.

  Customer Answer

  Date: 10/08/2024

  
  Complaint: 22171630
  
  I am rejecting this response because:

  I have yet to receive the promised refund from Knoxville News Sentinel/******* as of October 7, 2024  

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/17/2024

  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.

  On 1/17/24 I sent a check to the Knoxville News Sentinel in the amount of 377.44 for 1 year subscription. The amount was deducted from her account on 1/31/24. Her paper stopped the end of April. I have contacted customer service 4 times with the promise of help which we have not received. We still have not received the paper or money back. I have sent a copy of the check by usps and also fax showing we have paid. I was told by customer service they could start her paper back once I had made a payment.

  Business Response

  Date: 05/22/2024

  The Knoxville News Sentinel understands and regrets the frustration experienced by this customer. We have been in contact with the customer and were able to locate the payment and get it applied to the account. We have restarted the account with a credit for the inconvenience. The customer has been provided with our direct contact information if further assistance is needed. 

• Initial Complaint

  Date:12/27/2023

  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.

  My experiences with the News Sentinel have reflected consistently poor customer service in every respect, but specifically this complaint is about billing/cancellation. About 5 months ago I asked to scale back my subscription for a lower rate, and they did so, telling me it was my new rate. But then entered it as an "introductory" rate that went away after two months and went back up to the previous higher rate (3 times higher). At this point I was done and I called in November to pay off my bill and cancel my subscription. The bill was much higher than what I had agreed to because of the involuntary rate change, but I paid it anyway -- the bill beforehand said ***. In what they claimed was a recorded call, (so there should be a record of it) I repeated back at the end, "I now owe you nothing, right? And you have cancelled my subscription, right?" and they confirmed. Then I just got a bill for January that reflects new charges -- they did not cancel my subscription at all, but my bill (*** ******* account number ********** indicates a ****** credit based on "change in delivery service, rate or length" -- as if the payment was not resolved by my actually PAYING IT, which I did. They took my credit card, took my money. This is the second time I've attempted to cancel in recent years, but they won't enter the cancellation. I don't know if their call center folks are penalized for cancellations and are incentivized to ignore them, or what. But I have no confidence at this point that even if I call back and wait forever to speak with someone and cancel again, that they will enter it. I want them to end my service as of my cancellation date in November, remove the charges, and not even dream of trying to report me to a credit agency for unpaid bills. Please make them discontinue my subscription and cease these deceptive and manipulative business practices.

  Business Response

  Date: 12/27/2023

  The News Sentinel understands and regrets the frustration experienced by this customer. We have stopped the account immediately and cleared the past due amount from the account. Direct contact information has been provided to the customer if further assistance is needed. 

• Initial Complaint

  Date:08/16/2023

  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.

  Please permanently cancel and remove account number ********* *rom Knoxnews. We canceled Knoxnews via email on 2/25/23. We removed our credit card number because we did not want to renew. We were stunned when our April credit card statement showed that Knoxnews charged us $49.00 on March 20, 2023 for a subscription. My wife called and was told we would receive a refund of $33.02. “Kim” said it would be expedited and that we would receive the refund in 7-14 days. We expected it between April 28th and May 4th. It has been over three months. Please credit our credit card which Knoxnews now has and close and remove the account. Thank you.

  Business Response

  Date: 09/07/2023

  The News Sentinel regrets this customer's poor experience.  We spoke with the customer and informed them we've attempted to refund their payments to their card, but there is a hold against our company through their financial institution which is preventing the refund from processing.  We are working with the customer and our finance team to find an alternate method to refund.  The customer has our direct contact information, and we will ensure the refund is processed.

• Initial Complaint

  Date:07/26/2023

  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 paid ***** for a subscription for one month and then be Billed *** for one year. I was billed June 8.2023 for ******* On July 24,2023 I was billed $*****. I talked with a representative Bobbie and was told I have two digital subscriptions to get the same news same account and same email When I told her no way I would order two of the same thing that I would just sign in to my account she said all she could do was cancel and not give refunds.I asked WhT was their procedure for a fraudulent bill and she said again just cancel that account but no refunds

  Business Response

  Date: 07/26/2023

  The News Sentinel regrets this customer's poor experience.  We have confirmed both of their subscriptions have been cancelled and we are issuing a refund for the duplicate subscription, which will be returned to the customer's card within the next few business days.  We left a voicemail for this subscriber informing them of the steps taken to resolve this matter and providing direct contact information in case further assitance is required.

  Customer Answer

  Date: 07/27/2023

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

• Initial Complaint

  Date:05/03/2023

  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.

  “Last summer, 2022, the Knoxville News Sentinel wanted me to pay $400+ for a year's subscription and I said that I had to cancel my subscription. So they put me in touch with a sales lady who offered me a year's subscription for $156. I said, yes, I'll buy that subscription. Then in November 2022 they stopped sending a paper for about two weeks. I had to call and call multiple times to get News Sentinel to finally deliver my paper. They told me that I would retroactively have my subscription extended for the time I missed getting my paper. I did get the paper on a regular schedule until approximately mid-April 2023 and it stopped and I haven't got oneL since. I called the paper and they told me that they would further my subscription a second time and extend my subscription to August 19, 2023. I never got another paper since. I called and talked to a gentleman who said I would not get any more papers, and gave me no reason. FYI, they told me on the phone that my conversation could be recorded, so they should have a record of my call. The account is in the name of **** *** ******, whom is now deceased.”

  Business Response

  Date: 05/03/2023

  The News Sentinel regrets the frustration experienced by this subscriber.  We spoke with them and provided an account adjustment.  Direct contact information was provided in case further assistance is required.

• Initial Complaint

  Date:02/21/2023

  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 stopped home newspaper delivery on Dec 27, 2022 in a telephone call. The employee understood and agreed to halt delivery when my subscription ended. Ten days ago Knox News called and asked if I wanted to continue receiving the newspaper. We told them that we had stopped the paper as described above. The caller hung up without saying another word. For some reason delivery has not stopped. I expected delivery to have ceased at the end of December.

  Business Response

  Date: 02/21/2023

  The News Sentinel regrets the frustration experienced by this subscriber.  We are reviewing the cancellation call made in December and will take corrective action with the team member involved.  We have cancelled this account and cleared any balance due.  This will have no effect on the customer's credit report.  We left a voicemail for the customer informing them of the steps taken to resolve this matter and provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:02/17/2023

  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.

  I was contacted over the phone by a ******* person that was informing me about a promotion that they were doing for the Knoxville news Sentinel. It was to receive the paper 7 days of the week for $13.00/month for 3 months. I asked them if it would be delivered to my home. They said it would be delivered by 6:30am each day and 9:00am on Sunday. I asked them to verify it because the reason I stopped the paper was because it was going to start being delivering via USPS along with regular mail. They confirmed it would not be delivered by USPS. This occurred on either January 17 or 18th. They deducted the $13.00 from my checking account on Jan 18, 2023. After about 5 days and not receiving the newspaper I called them and they said it would be delivered by USPS. They also had no transaction of this $13.00. I also called the number on my bank statement (************* and they could not find it in their system. I have been trying to deal with this through customer service ************** to no avail. I sent them a FAX of the charge per one of their supervisors (who said he was the top man of customer service, name was Leo). I faxed it on 1/30/23 and have been calling them continuously with no satisfaction.

  Business Response

  Date: 02/21/2023

  The Knoxville News Sentinel regrets the frustration experienced by this customer. We have initiated a refund which will be issued via check to this customer's address within the next 2 weeks.  We spoke with them, apologized for the poor experience and provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:09/12/2022

  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 never subscribed to the new sentinel and they began leaving Sunday edition papers in my driveway,I don't like the news sentinel because of their integrity and then I received a statement saying I owed them for the papers I did not ask for. This is very deceitful business practices

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/12) */ This acocunt has been stopped "did not order". A credit of $37.19 was entered to clear the balance. I called and left a voice-mail informing Mr ****** of the actions that I have taken and asked him to call me.