Complaints

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

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• 

  Houston Chronicle

  4747 Southwest Fwy Houston, TX 77027-6901

  
• 

  Houston Chronicle

  PO Box 10007 College Station, TX 77842

• 

  Houston Chronicle

  809 FM 2821 Huntsville, TX 77340

• 

  Houston Chronicle

  PO Box 80086 Prescott, AZ 86304-8086

• 

  Chron.com

  725 Landwehr Rd Northbrook, IL 60062-2349

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Houston Chronicles automated service on several occasions during November and December 2024, to have the delivery halted via vacation hold, while I waited to see if my 98-year-old mother would return from the hospital. She did not.On 1/12, I went into the vacation hold via my phone to complete the request, as my mother again, was not with me, but in a facility.On 2/2/25, I called Houston Chronicle to speak with someone I explained that I needed to cancel it, as again, my mother was not with me and did not need the subscription anymore, as it was only for her. I was told that the credit amount was $38. Being that I was at work, I planned to check the bank account later.On 2/4/25, I called Houston Chronicle again, to ask why my mothers account was charged twice on 2/3/25, for $33! I spoke to ******* at Houston Chronicle who stated that there is no credit on prepaid accounts. He was very rude! He would not really listen to my situation (please listen to the recording). I asked for a manager and was transferred to *****, who told me that the account would be credited $40.94. I thanked him with the plan to look at the account again.On 2/6/2025, I again contacted Houston Chronicle and waited a few minutes on hold, then someone came on the phone speaking Spanish and when I said Hello the individual hung up on me. So, I called back and got *****, who stated that the account was canceled on 2/5, and she recounted the bills why the charge was the charge, and that only $43 would be credited. I did not agree with that amount, so I asked to speak to a manager, ******. He stated that the credit would only be for $40.94 due to online access which was available during the subscription. I explained that my mother being 98, never used the online access as she would not even know how to do that. It did not seem to matter.

  Business Response

  Date: 04/14/2025

  Ms. London,

  I am sorry for the loss of your mother. After reviewing your account, the ********************** refunded you for the $33.00 charge dated 2/1/25. Total refund amount $40.94. the Houston Chronicle does not refund for vacation requests since you still have access to the digital version. Your account was stopped dated 2/5/25. There is no additional money to refund on the account.

  Sincerely,

  ***** *********

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I did not say she died. She's currently in a facility, which she has to pay for, as she did for the subscription.  She is on a fixed income. Every cent is needed; therefore, with organizations like yours that take advantage of elderly honest, folk,  that is not ethical. My mother has never used your online website. Why would she need the printed, daily edition, if she knew how to do that! That is nonsense. Therefore, your decision is unacceptable. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/15/2025

  Ms. London,

  There is no additional money to refund. The account was stopped dated 2/5/25. The available credit was refunded dated 2/7/25 in the amount of $40.94. Our terms and conditions state "The Houston Chronicle does not offer vacation credit for any subscription platform". 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:02/27/2025

  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 agree to a subscription for the month of February to have the paper delivery to my house, but never deliver the paper, so I call and let them know about it, they said that they can check but I let them Know that I need the account to be cancel, they said will be en effect March 6 anyway that was by February 27 and by my surprise today 2/28 they charge my account with another 30 dollars of course I call and they said that can give me the paper only the weekends till July not pay, but in this point I just want my money back and cancel any business with them, I was inform that is not refundable even if they take the money for my account before the month, they do it just because I cancel my account and they charge my account again and take my money, I said cancel right now this day 2/28/25 he still saying is not refundable even if I do not received the paper, I have to cancel my account since they can charge me as they want, horrible business, fraud and scam people and steel out money

  Business Response

  Date: 02/28/2025

  Ms. ******,

  The Houston Chronicle bills ********************************************************* our terms and agreements. When you called to report the delivery issues on 2/26/25 your payment had already processed on your account. After reviewing your account, I do see where the complaint was processed, and your account was escalated to the field manger to ensure your delivery issues were resolved. As a courtesy I have revised the stop date effective 3/1/25 and refunded the remaining balance back to your credit card on file.

  Sincerely,

  ***** *********

• Initial Complaint

  Date:02/26/2025

  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 got a subscription to the Houston chronicle which I believed was for an annual subscription. They started taking that amount out every month. I tried multiple times to cancel. They claim that I dont have an account, yet they keep taking my money. Ive called and emailed several times.

  Business Response

  Date: 02/27/2025

  Mr. *******,

  I was able to locate an account for you that you had signed up online back in 2022.All of our digital subscriptions are setup every 4 weeks, the Houston Chronicle does not offer annual subscriptions.  I have canceled your account on the expiration date of 3/25/25. At that time your credit card will no longer be charged. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:02/16/2025

  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.

  In August of 2024 wife was temporary transferred to ****************** where inmates can no longer receive books. But they can receive a newspaper So on August 13 I contacted the Houston Chronicle about ordering a subscription for her, they told me it was $91 a month to get the paper delivered to the jail as opposed to the $8 dollars a month It is for everyone else. But thats not my issue I was more than willing to pay. I just wanted to make sure my wife had something to occupy your mind because she was segregation also so 23 hours alone in his self somebody needs something. And in the course of an entire month She never received a single paper. I called them at least once a week and they would tell me they were gonna get it straightened out, However, they never did. I have no idea why they couldnt pull this off. They gave me a different excuse every time at the last minute it was you know they had the address wrong I dont know how when they send lots of paper to the jail.. dollars she never received a single paper so when she got transferred away from her, County Jail, I called the Houston Chronicle and ask them for a refund. They firsttold me it was nonrefundable. I said I could understand that if Id received any service at all, but I didnt receive a single paper so far you know, theres nothing you know anyways so they transferred me to another department where I sat on hold for an hour and a half no one answered the phone and then at 5 PM on the dot and hung up on me when I tried to call back of course they were closed back the next day. Someone told me that they were already working on my refund and then it was gonna come in the mail in form of a check and to be looking out for The check well of course no check ever came. Im pretty sure that was just a way for them to get me to wait long enough to where I could no longer dispute the charge of my bank. I just want a refund for the $91 for which I didnt receive a thing but a headache.

  Business Response

  Date: 02/17/2025

  Mr. ********

  I have processed the refund for the $91.00 you paid for service not received. Refunds can take up to 10 business days to receive. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to the newspaper (12/29/24) for daily delivery and have not received it at all. Customer service refuses to do anything meaningful and will not allow me to cancel my subscription. I just want my subscription cancelled.

  Business Response

  Date: 01/10/2025

  Ms. ***,

  After reviewing your account, I do see where you have reported the missed papers. The number to speak with a representative is 713.362.7211 who can escalate to the field manager and resolve the delivery issues. I have honored your request and canceled your subscription.

  Sincerely,

  Angie *********

  Customer Answer

  Date: 01/10/2025

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:12/09/2024

  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'm sick and tired of billing issues with the Houston Chronicle / Hearst News. I have fought double billing repeatedly with them over the past 5 years. I think the mess started when my father was alive and moved in with me. He transferred his paper subscription here. Back then, he was paying for paper and I was paying for online. He's dead 3 years, but the paper delivery NEVER stopped since. Thankfully, they can't charge him for it since we canceled his credit cards when he died. Now I'm being double billed to my credit card. Since Feb 2024, I am paying effectively $40 /month as 2 separate ******** of $19.96. But when I called to cancel, they just changed it to one billing of $27.72 per month, which there is NO WAY I agreed to. I have had them check EVERY email address I can imagine and all accounts are "no active subscription". But I'm still paying ?!? And the paper delivery still comes.What do I want? #1 I don't want to pay Houston Chronicle a ***** again EVER again. #2 - They have overcharged me $235 if you drop $19.96 times 7 (double billed for months) and the $27.72 times 2 - a charge that appeared AFTER I canceled everything ?!?! I actually like their news and enjoy reading the paper. And I'd pay a reasonable amount for it. But they have done this year after year to the point that if this doesn't work, I think I might actually sue and see if the lawyer is interested in soliciting others who are being fraudulently billed. Because the fraudulent billing >has< to be happening to others as many times as it's happened to me.But at this point - PLEASE stop all billing. Please refund me $235 - or the full $400 for my trouble.

  Business Response

  Date: 12/10/2024

  Mr.******,
  
  I did find another account that was started online under the name of ******** ******,email address ********************* I do see the charges but no communication that you called and requested to cancel the account. As of today, that account is still active.
  
  The other account, ********* under your name ******** ****** and email address was stopped on 9/19/23 due to pricing.
  
  I will certainly cancel the ******** ****** account, ********* and refund the remaining balance. When it comes to the previous charges you will need to dispute those with your credit card company. 

  Sincerely,

  ***** *********

  
  

• Initial Complaint

  Date:11/15/2024

  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.

  The dates of the transactions are October 12th and November 9th for $30 a piece so that equals up to $60 now this account was supposed to have done already been canceled before October's transaction I have not been receiving no newspapers at my apartment since September they're refusing to refund me which I have no clue about the Houston Chronicles but I have not been receiving the paper for the past couple of months so I think I should be refunded I shouldn't have to pay for something that was supposed to have done already been canceled why it was not canceled I do not know but I'm still being charged for something that I don't even get all I want is a refund that's it I just want my money back

  Business Response

  Date: 11/18/2024

  Ms. ********

  After reviewing your account, I see you reported a missed paper dated 11/15/24. I don't show any other communication requesting to cancel. I have revised your cancelation date to 11/19/24 and refunded the balance back to your credit card. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:11/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Sunday only paper delivery in August. The chronicles never delivered the paper. I called and cancelled the subscription and asked for a refund. They refused to give me one. I thought the matter was closed until this morning when I noticed they took $18.00 from my account again. I want The Houston Chronicles to refund all of the money the took from me.

  Business Response

  Date: 11/04/2024

  Mr. ******

  After reviewing your account, I see you contacted the Houston Chronicle on 9/11/24 & 9/18/24 to cancel your subscription and you agreed to continue your service and the *** provided you a 6-week credit to extend your service and you agreed. I don't see any other communication till now. Did you contact the Houston Chronicle to let us know you did not receive your Sunday paper? We could have escalated the issue to the field manager for a resolution.

  By chance is there a gate code needed to gain access to your complex?

  Sincerely,

  ***** *********

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I contacted Houston Chronicles about not receiving the Sunday paper.I asked for a refund and was told no refunds. I cancelled my subscription, but the Houston Chronicles withdrew $18.00 from my account again on 28 October 2024. I want my money back and assurance that no further withdrawals will occur. That is the only solution I will accept.
  
  Regards,
  **** ******
  
   
  

  Business Response

  Date: 11/04/2024

  Mr. ******

  Your account has been canceled and refunded the $18.00.

  Customer Answer

  Date: 11/05/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:10/31/2024

  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 signed up to receive the paper 7 days a week. On 10/28/24 I decided to cancel because I don't read it and I'm moving. I called 9 times *************) and no matter which option you select the recording drops the calls. I then went to their website, submitted the cancelation request, and no one responded. I then sent an email from my personal email and no one responded. Then on 10/30/2024 I get changed $30.00. I called again 6 times; again recording answers but the call drops. Then on the 7th try @ 3:44 pm ******* answers the phone. I told him the situation (as explained above) and he canceled my subscription, but would not issue a refund - even though I've sent emails, called, and they are non responsive. I then requested to speak to a supervisor and spoke with *** (supervisor id# *****. He told me that it doesn't matter that I sent emails because he doesn't know who checks them, to bad about their phones, and even though I am moving the new tenants will continue to receive the paper until December 7th, and there will be no refund. My problem is that I was calling them for days, I sent multiple emails, and as an organization they are completely non responsive and now they are charging me for the paper to be delivered for another 5 weeks. Additionally, when I signed up at ****'s the agent said it was a monthly charge of $30.00 - I was billed on October 2nd, and October 30th, which is twice monthly. ******* told me the information provided by their field agent was wrong and it's every 4 weeks.

  Business Response

  Date: 11/01/2024

  Ms. ******,

  As a courtesy I have canceled your subscription effective 11/2/24 and refunded your credit card on file. Refunds may take up to 10 business days to receive. 

  Sincerely,

  ***** *********

• Initial Complaint

  Date:10/18/2024

  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.

  Houston Chronicle requires that you call to cancel a subscription even though you can easily sign up online. The call is answered by a machine that asks what you want to do, including an option to cancel your account. Instead of cancelling when you click it, it forwards you to a human who you then need to convince to cancel your account. In my case, I tried cancelling the same day that I signed up because I dont like subscriptions lingering, and I just wanted to try it. The person on the other end of the line kept giving excuses as to why I couldnt cancel. They said my account hadnt started because I just signed up and the payment hadnt finished processing. I can actually see the payment in my bank account though. I also received confirmation from Houston Chronicle that my account had started. I mentioned this, but the person continued to say they couldnt cancel the subscription until tomorrow. I then asked the person if they could email me everything he told me so I have it in writing, but he refused, saying they dont have the means. To email? In 2024? They have my email on file, but refuse to send me an email detailing what they told me over the phone. I then finally ask for them to just put a ticket in to cancel it tomorrow, but they conveniently cant cancel the account without me on the phone. It all feels very intentional, predatory, and dishonest. I dont care about getting paid the money back or anything like that. It just really bothers me on principle; I think a business should be focused on delivering so much value that customers choose to stay subscribed, not hoping customers forget to cancel their subscription. I want to support the local paper, but I just want the ability to try it first and not have to jump through hoops to cancel. Especially when the subscription is somewhat expensive. That doesnt feel like too much to ask.

  Business Response

  Date: 10/18/2024

  Mr. *******

  The subscription can take up to 24 hours to process. I do see the account started today and your payment for $.99 is still pending. Our terms and conditions state you may notify us of your intent to cancel at any time; cancellation will be effective at the end of your current billing period and will discontinue future charges associated with your subscription. You will continue to have the same access and benefits of your product for the remainder of the current billing period. Payments are non-refundable and there are no refunds or credits for partially used billing periods.

  Once the payment has processed, I will cancel your subscription on the effective date dated 4/18/25. 

  Sincerely,

  ***** *********