Business Profile

Newspaper Distributors

Houston Chronicle

Complaints

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

Customer Complaints Summary

139 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/30/2024
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 was at a ****** and a saleperson for Chronicle convinced me to try out their home delivery for 3 months at $18 a month. I was to receive only the Sunday paper. I waited a few weeks and never received my paper so I called customer service explained the issue and the *** said they would add one month to the end of my subscription to make up for the month I didnt get. Well the paper still wasnt received so I called again. The *** was rude and just said they would cancel my subscription and hung up. Well another Sunday goes by with no paper. It doesntvmatter how long my subscription is for if I have not received even one paper for the 3 MONTH subscription 2 months already paid. The ***s at best want to offer me one month refund but not the 3. Theyvsay I only called once. I said no I called once and they assured me I would receive the paper and extended the subscription. The second time I called the *** offered no resolution but to cancel my subscription. The third time I called I asked to speak to supervisor and after holding I was hung up on 3 times without ever speaking to a supervisor. Why should I pay ANYTHING for a service I did not receive. Why the MOST they want to offer is that I be out 2 months or $36 for absolutely NOTHING? The fact that their supervisors dont answer or as with me they have me on hold then pick up the line and say nothing. When I say hello they quickly hang up the phone. This is theft, taking money and not providing what was paid for.
Business Response
Date: 10/01/2024
Ms. *******,

I have stopped your account and refunded $54.00 as requested. We are very sorry that you had a poor experience with us. Please let us know if you would like to try again in the future.
Thank you,
****
Initial Complaint
Date:09/10/2024
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.
The Memorial Examiner paper, an edition of the Houston Chronicle is being delivered to my yard every week. I have never ordered or been a customer and do not wish for this trash to be thrown in my yard. We are elderly and out of town a lot and this just advertises that we are not home. I have called 3 times and they promised it would stop, but it never does. I am hopeful that this BBB complaint will help.
Business Response
Date: 09/11/2024
Mr. ***
I have flagged your address and notified the distribution team to stop delivery of the Memorial Examiner. The process may take up to 4 weeks for delivery to stop.
Sincerely,
***** *********
Customer Answer
Date: 09/11/2024
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.

Unfortunately, I have been told this 3 times via phone calls over 6 weeks, yet I still receive it weekly. I do not believe you have the appropriate ability to stop the delivery from the corporate side. I do not pretend to understand your controls, only explaining that they have not worked for me up to this point. I will also be filing a police report for illegal littering and dumping. And filing a ***** Data Privacy and Security Act request for all information you have about me. I did not sign up for your paper, and it sits on my lawn while we are out of town advertising that we are not home. This is unacceptable behavior and I have tried everything I know to do to resolve this, but after being outright lied to by your representatives on 3 occasions I am going to do everything I can to protect my home and family from your attempt to advertise that we are not home.

Regards,
***** ***

Business Response
Date: 09/11/2024
Mr. ***
I understand your concerns. Your address has been flagged and the vendor that delivers the community news was also notified. I did receive a response back that your address has been removed from the delivery list.
Sincerely,
***** *********
Initial Complaint
Date:09/09/2024
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.
On June 19th, 2024, I signed up for a 13-week digital subscription for $0.25, which was charged to my credit card. I was advised by email that I would be charged the full subscription amount if I did not cancel prior to the end of the 13th week trial, which would be September 18th, 2024. On September 9th, 2024, my credit card was charged $11.96. I called immediately both to cancel and ask for a refund, and was told that they bill 10 days in advance and I could not get my money back if I canceled 9 days prior to the end of the trial. Apparently there is language somewhere that they claim gives them to right to do what they did, but it was nowhere in the lengthy email they sent as a confirmation to my original trial subscription. It is also about its deceptive a practice as you could ask for, given the language in the email they did send me.
Business Response
Date: 09/10/2024
Mr. *********
After reviewing your account I did an adjustment and refunded you the last charge and canceled your account effective immediately. The terms and conditions state the Houston Chronicle bills 10 days in advance of the renewal date. Our services also state digital subscriptions are non-refundable.
Sincerely,
***** *********
Customer Answer
Date: 09/10/2024
[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:08/26/2024
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.
Company website does not show outstanding bill/ allow for missing paper reporting/ allow to update payment method. Attempted to contact customer service multiple times via phone and email, all to no resolution. Finally decided to close account and they stated that I had an outstanding balance, and that I had never tried to contact them prior regarding issues and so I had no redress. Requested supervisor and they left me on hold for *********************************************** as she promised before I gave up as I had already told representative that I had to work regular business hour and could not wait.
Business Response
Date: 08/27/2024
Ms. ****
After reviewing your account I do see you recently stopped for billing and I also see 1 missed paper reported back on 7/28/24. There are ways to report a complaint, either go online through your account and select manage your subscription to report missed papers as well as update your credit card information. The Houston Chronicle has made several attempts to process your payment but all were unsuccessful. You can report the complaint by calling ************ before 10am through the automated system for same day redelivery. You can also reach out by email at *****************************************************************************.
Sincerely,
***** *********
Customer Answer
Date: 08/27/2024
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 have attempted to report missing papers via phone as well as your online portal on 8/11, and 8/18. Your online portal rejected any request stating that it was temporarily down, and could not be processed. I attempted through your phone number and the automated system informed me that I did not have an account with ********************** and could not report any missing paper.
likewise when one each such attempt and many such other attempts the the preceding days and a one weeks to update my payment method, your website would not allow me to update my payment method to anything due to your EZ payment being temporarily down. I have made several attempts to reach out via email on 7/31, 8/22, 8/23, 8/26. Each time never getting any help only a go online to our website to resolve type response. I have tried to call you regarding this to resolve on 7/31, 8/10 to a Hearst phone number that never answered, 8/22, 8/23, and 8/26. The last of which I was informed that not only have you not accepted my attempts to resubscribe, my many written, phone, and online submissions of missing papers but your service agent so boldly stated that I had NEVER reached out to Houston Chronicle before, even though I had a lengthy conversation regarding this issue to a representative before about your website recently having issues with EZ payments but now I OWED you money for back issues that I didnt even receive and never authorized you to send. I had been given several subscription extensions due to missing papers during my paid subscription which is why I had an active subscription.
For the time and hours I have put into trying to keep a print subscription and support your institution all I want is to cancel, with no back payments due and an apology for horrendous customer service at every level.

Regards,

Business Response
Date: 08/28/2024
Ms. ****
My apologies for the poor experience you received. I have confirmed your account has been closed and there is no balance due.
Sincerely,
***** *********
Customer Answer
Date: 09/05/2024
[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:08/08/2024
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.
Houston Chronicle stated I signed up for services in April and than they took ***** out of my account! I HAVE NEVER EVER SIGNED UP FOR THE NEWSPAPER. They will not refund me! Im 61 almost 62 nearly blind and disabled! Theres no way I would do that because I came even see the words!Please please help me!
Business Response
Date: 08/08/2024
Ms. *******
After reviewing your account, I see that you signed up for the digital subscription online dated 4/9/24 with your credit card ending in 8603, ***** The promotion you signed up for was $.25 for 13 weeks. Terms and conditions state your service will continue at the standard rate of $4.99 week unless you call and cancel your service. The only communication I see was dated 8/7/24 when you called and requested to cancel your service. As stated in the terms and conditions this service is non-refundable and will cancel on the renewal date of 9/4/24.
Sincerely,
***** *********
Customer Answer
Date: 08/09/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,
I DID NOT SIGN UP FOR THIS NEWSPAPER AND THATS NOT even the correct card you charge! The card you charged ends in 4987! So thats incorrect already! I DEMAND MY MONEY AND I COMPLAINED WITH THE ATTORNEY GENERAL!!

Business Response
Date: 08/09/2024
Ms. *******
As stated previously you started the subscription online dated 4/9/24. The service you signed up for is non-refundable. Please contact your bank to dispute the charge.
Sincerely,
***** *********
Customer Answer
Date: 08/20/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,
I DID NOT SUBSCRIBE TO YOUR PAPER! Wheres the proof!

Business Response
Date: 08/20/2024
Ms. *******,
As stated previously the subscription was started online dated 4/9/24 with your credit card, email address and the phone number ************. Possibly a family member used your information to sign up for digital access. Your account will cancel on the expiration date 9/4/24.
Sincerely,
***** *********
Initial Complaint
Date:08/02/2024
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 called a help line to cancel a subscription. I was offered an opportunity to extend my subscription for six months at 99 cents. I declined and requested a cancellation to my subscription. Nevertheless, the Houston Chronicle levied a $11.96 charge against my credit card. for September. I am requesting a cancellation and a refund of the $11.96.
Business Response
Date: 08/05/2024
Mr. *****
I have processed your request to cancel and refund your digital subscription. Your refund in the amount of $14.65 will go back to your credit card on file within 14 business days.
Sincerely,
***** *********
Initial Complaint
Date:07/28/2024
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.
On 7/25/2024 my account was charged $19.96 for a digital subscription to the Houston Chronicle. My renewal date on my account is listed as 8/4/2024. I called **************** and requested that the subscription be cancelled and for the charge to be refunded to my card. The representative stated that they do not do refunds and that he couldn't help me. I asked him to speak to a supervisor and he hung up on me. I have been unable to reach anyone else in ****************. The terms and conditions do not state that your account will be charged 10 days prior to the renewal date. I explained that to the gentlemen but he told me it was too late. I am in Houston and was without power for 9 days and I was not aware that the account would early renew.
Business Response
Date: 07/28/2024
Ms. ****,
I am sorry to hear that you had this experience. Our terms and conditions are that you may cancel any time, but we do not offer refunds. I have made an exception for you and I have the subscription stopping on 7/29/24 with a refund of the $19.98 being returned to you after the account stops. It will be refunded to the card that it was drawn from within 14 business days of the stop date.
Sincerely,
***** *********
Customer Answer
Date: 07/29/2024
[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:06/24/2024
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 a discounted digital access subscription for the Houston Chronicle After seeing how difficult their website was to navigate and the number of ads, pop-ups, etc that plague every page on their site, I decided to cancel the trial / subscription I did this by turning off billing within my account (or at least that is what I thought)However, I just received a charge from them today for the next month's service at full price I called them right away (meaning within minutes of the charge) and was told they have no way to offer me a refund and that instead they could only offer me a better deal to extend my subscription through November. The person I spoke to was ***** I told ***** that I never heard of a company that was "unable" to give a refund (that is what he said - not that they would not give me a refund but that their system was unable of giving a refund) and that I could tell he was just trying to upsell me
Business Response
Date: 06/25/2024
***** *******
My apologies you were having difficultly navigating through the e-Edition and requested to cancel your subscription. Our terms and conditions are that you may cancel any time, but we do not offer refunds. As a courtesy I did refund you for the previous charge. It will be refunded to the card that it was drawn from within 14 business days of the stop date.
Sincerely,
***** *********
Customer Answer
Date: 06/26/2024
[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.

However I have one question regarding the timing of the refund - what does within 14 days of the stop date mean? Please ask the Houston Chronicle what my stop date is/was.
Initial Complaint
Date:06/03/2024
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 Houston Chronicle has been throwing their "Save" paper in my yard for years without my permission. My wife and I have called ***eatedly, telling them we don't want this paper and to tell their distributor to stop throwing it in our yard. They're basically throwing trash in my yard. I called again today and the *** told me he couldn't help me or even give me the phone number of the distributor. He wouldn't even give me the number of anyone else that could help me. He recommended that I call the police if I didn't like it. WOW!!!!
Business Response
Date: 06/03/2024
Mr. *****,
Delivery of the Save supplement is being delivered by a 3rd party vendor. I have provided them your address to stop delivery. This process may take up to 4 weeks for all parties to be notified.
Sincerely,
***** *********
Initial Complaint
Date:05/29/2024
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.
Below is an email sent to "The Observer" newspaper; I called the Houston Chronicle and they refuse to stop throwing this litter in my yard - I HAVE NO SUBSCRIPTIONS and yet I continually have this useless trash thrown in my yard - none of the businesses named as publishing this paper will stop delivering it - I NEVER SIGNED UP FOR THIS AND CHRONICLE REFUSES TO STOP THROWING THEIR TRASH IN MY YARD STOP THROWING THIS TRASH NEWSPAPER IN MY YARD Kind regards,****** ******** From: ******* ******* <*****************************************>Sent: Wednesday, May 29, 2024 3:59 PM To: ******************* <*******************>Subject: Re: HKA Texas Contact Form Contact the Houston Chronicle ----Sent from mobile device.From: **************************************************************** <****************************************************************> on behalf of ****** ******** <*********************************>Sent: Wednesday, May 29, 2024 3:45:20 PM To: ******* ******* <*****************************************>Subject: HKA ***** Contact Form ************** Contact Form Submitted At 2024-05-29 15:45:20 First Name ****** Last Name ************************ none Email ******************* Address ************************************************************ Phone ************* Comments I have repeatedly asked the driver NOT to have " The Observer" thrown in my yard - how do I stop delivery of all of these types of junk "newspapers" ? What does it take to stop this driver from throwing this litter / trash in my yard? I never want to see this paper again, and none of the other papers of this type need to be stopped as well.Submission ID ************************
Business Response
Date: 05/30/2024
Mr. ********
I have flagged your address and escalated to all parties to stop delivery of the Observer at your residence. This process may take up to 4 weeks to permanently flag your address and advise the vendor involved.
Sincerely,
***** *********
Customer Answer
Date: 05/30/2024
[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.

Customer Answer
Date: 04/02/2025
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

STOP THROWING "THE OBSERVER" IN MY YARD - I HAVE REPEATEDLY FILED COMPLAINTS AGAINST THIS BUSINESS FOR THE SAME THING - I HAVE REPEATEDLY ASKED THEM TO STOP CHRONICLE ABSOLUTELY REFUSES TO STOP THROWING LITTER IN MY YARD

Business Response
Date: 04/02/2025
Date Sent: 4/2/2025 9:13:20 AM
Mr. ********

I have confirmed your address is flagged to stop all deliveries of the *** product to your residence. I escalated your complaint to the vendor that is delivering the Observer.

Sincerely,

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

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