ComplaintsforTri-City Herald

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Todays paper not available in the mornings !Cant print the puzzles full sizeIve clipped and tried to resized .You said you upgraded the digital addition- you only made it worst.Ive called this in several times!If I cant. Get todays addition on the morning its issued and print the puzzles I will cancel.My wife and I grew up in ********* and both families have business in ********* and own property here. We have a home here and ******* .

  Business response

  04/25/2024

  Thank you for your message to the Tri-City Herald. Our records show your digital subscription is active and updated. The digital version of the paper is available everyday. We show there was a call placed to customer service on Friday 4/19/24. Please let us know if you need any further help. The Tri-City Herald has a printed edition of the paper Wednesdays & Sundays only. However, the digital news and content is updated and available everyday, 24/7. You can view your digital access on a laptop, computer, tablet and/or phone. You can also download the app on your tablet or phone for a better user experience.
  

  Please contact us at ************ or **************************************** if you have any questions or concerns.
  

  Thank you

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a 52 week-1 year subscription for paper delivered from 8/28/23 to 8/28/24. Cost of $466.95.Terms were for 6 papers a week delivered to my home from Sunday through Friday.My subscription also included their online access. I received notice in the middle of August that they were no longer going to publish and deliver newspapers 6 days a week. That the new policy was deivery of paper 2 times a week om Sunday and Wednesday and also still included the online access. This change of policy would become effective on )ctober 23rd. I called their ************ number to ask if I was going to receive some kind of reimbursement for the 4 less papers per week that I wasn't going to receive for the last 10 months of subcription I was told NO by their representative. So I am not going to receive 160 papers delivered that I paid for. I paid for 6 papers a week delivered. And now I am only going to receive 2 papers a week. There needs to be some kind of reimbursement or compensation from Tri-City Herald for not fulfilling the obligation to me. Tri-City Herald has decreased their obligation to me by 66 percent.My account number is ************

  Business response

  09/09/2023

  Thank you for contacting the Tri-City Herald. The account for *************************** is currently active for 6 day a week printed home delivery. Since your account is not changing until October you will continue to get your paper each day. Once the change is made your paper will be available everyday digitally which includes all holidays. There may be a holiday a paper is not printed and only accessible through our e-edtion. This all part of your subscription a credit is not applied to your account since the content is available digitally. Our Terms of service which can be found on the 2nd page of your renewal advice you we reserve the right to change the delivery and format of your print subscription with an e-edtion at any time. We want to be sure that we are providing our readers with the best possible experience. The cost of paper and printing, supply chain issues as well as rising gas prices and other factors have led us to find new delivery solutions. We understand that this change can be a concern but we are doing everything we can to ensure this is a smooth transition and that you continue to receive your print edition. The added content and features to our digital content will provide you with a better improved online experience. If you need assistance navigating or access our digital content we would be happy to assist you. We thank you for being a subscriber and supporter of local journalism. At this time no adjustment or refund is available. If you have any further questions or concerns please contact our customer service department at ************.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A debt collection company, A.R.M. ********** **** has sent me a letter to collect $33.60 for the Tri-City Herald. I have read on the internet where others have used BBB to persuade the Tri-City Herald to acknowledge that the billing is erroneous and clear up the scar on a persons credit report. Copied below is my reply letter. "I wish to dispute the $33.60 charge stated in your April 18, 2023, letter. I have purchased a newspaper from the Tri-City Herald for decades. I first moved to the ******** area of **************** in the early ****s. The newspaper subscriptions were paid in advance, and I typically paid for a whole year with one check to obtain a small discount. Payment methods evolved with automatic withdrawal from a credit card.The Tri-City Herald shrank in size and the daily paper had to shrink to 6 days per week. The cost jumped to over $60.00 per month. I called to cancel the subscription and was offered a lower rate. This occurred a couple of times with the acceptance of a lower rate. The quality of the newspaper continued to decline and the cancellation of the subscription complete with refund of the unused monthly charge was requested late in 2022. Tri-City Herald declined to refund, but a final drop in monthly charge and internet-based paper only, occurred with the understanding that the subscription would end at the next renewal period. A copy of an email sent by the Tri-City Herald included with this letter shows that the renewal was not funded, so the subscription should have ended as paid in full.The usage of the newspaper is paid in advance, so I do not see how a payment would not have been sent. I have sent in a protest to the Better Business Bureau. I will go to the main office of the Tri-City Herald and ask for an accounting of payments to see the basis of their claim. If they can prove to me that a monthly payment was missed, then I will pay it directly to the Tri-City Herald.I checked the internet regarding comments from others like me and found a class action suit against newspapers that make it hard to cancel a subscription along with improper billing procedures. I am expecting this scar on my perfect credit record to be removed."

  Business response

  04/27/2023

  We apologize for this inconvenience.  The balance of $ ***** has been cleared with ARM Solutions.

   

  Thank you,

  Tri-City Herald

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a digital subscription to my local newspaper, Tri-City Herald for about a year. There was no mention of any contract, they just billed on a month to month basis. Last fall, in November, I had to get a new CC because of suspicious activity. I did not update with the newspaper because I decided I did not want it any more. For almost two months, I would get calls from the Tri-City Herald while I was working, but no message. I assumed they got the hint. Now, In March, I get a message stating: ARMS-Debt Collector: Your Tri-City Herald account is open and requires attention. To pay or make arrangements tap scl.me/rJVbw Or speak to us at ************. Txt STOP to stop. I received no verbal or written request or explanation about this and now I feel harassed. I will not be doing business with them and I would like to know if they have any right to do this. It feels like an intimidation tactic.

  Business response

  03/14/2023

  Thank you for contacting the Tri-City Herald. The account for *********************** was stopped on 1/13/2023 the balance on the account was removed on 3/10/2023 ARMS which is a non-reporting agency has been notified that the account is closed with no balance. All collection attempts will stop the phone number on file has been added to our do not call list. We apologize for any confusion if you have any questions please call our customer service department at ************.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called today 1./23/2023 to cancel my subscription. I was told I could not. However, they changed the contract when they started delivering my paper at night, and somedays not for days. If they do not refund me the two months still left on my subscription, they are being unjustly enriched and it is against the law. They can mail me a check for $110.87 and I will expect to receive it in 4 weeks.

  Business response

  02/02/2023

  Thank you for your message to The TriCity Herald. Our records show the account was stopped 1/29/23. The refund of $129.41 has been processed 1/30/23. Effective 12/12/22, the TriCity Herald changed the delivery from home delivery to mail delivery. The paper is still being printed everyday and being sent to **** everyday. Unfortunately, we do not have control over the **** mail delivery. Our records do not show any complaints on the account regarding missed papers. We are sorry to hear ************** decided to cancel his delivery. At this time, we have stopped the account and we have issued the refund.

  Please feel free to contact us at ************ or **************************************** if you have any further questions or concerns.

  Thank you

  Customer response

  02/02/2023

   
  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,
  
  *********************

  I will let you know when the check is received.  Thank you so much for your help in resolving this issue for me. You are such a valuable aspect to our country.  Thank you again!!

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Billed for Services not provided. Deceptive practice of not cancelling services as requested, and still billing.* Ordered paper bill Sunday delivery under short term fair promo fall of 2021 * ***************** by filling out online form in December 2021 * Paper delivery stopped in Jan 2022, so to my knowledge the subscription was cancelled as I requested.* August 18, 2022- discovered that I had been billed 3x for continued subscription service, and had received no service or paper delivery. Billed to my credit card 2/25/22 $41.60, 5/26/22 $41.60, 8/18/22 $45.59. * Called the 800# (***********) on 8/18/22 to dispute charges and request credit. Was told my card would no longer be billed, but the credit request decision had to be made by TCH.* Received multiple letters from TCH saying they wanted me back as subscriber, but I felt the tactic was deceiving, as each one was sent as a "Final notice" as if I owed them money for something.* December 23,2022- received same "Final notice" letter with the same threat to turn me over to collections.* 1/3/23- Received text message from ARMS debt collector attempting to collect $34.33 in unpaid services from TCH.* 1/3/23- Called 800# and they report no record of ever receiving a call to cancel or request refund, and confirmed that my account was finally cancelled in November 2022 due to non-payment. They suggested I contact TCH.* 1/3/23- Email was sent to TCH customer service to recap and request refund for all payments they've collected from me in 2022.Quite simply- they made it impossible to cancel using their company provided methods, continued to bill me, and now sent me to collections.

  Business response

  01/23/2023

  Thank you for your message to The TriCity Herald. We are sorry to hear your account was not processed correctly. Our records show the payment of $45.59 on 8/18/22 was canceled. This could have been generated by your credit card company. Since the payment was canceled, there is no refund available.  Also, when the payment was canceled, the account was placed with an outstanding balance in error. As of today, 1/23/23, your account has been cleared with TriCity Herald and ARM Solutions. We do apologize for any confusion and any inconvenience.

  Please note, ARM Solutions is a non-reporting collection company and this will not appear on any credit report.

  Please feel free to contact us at ************ or **************************************** if you have any further questions or concerns.
  

  Thank you

  Customer response

  01/23/2023

   
  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

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acct# ************ The ********************** notified subscribers that they would be receiving a hard copy of the newspaper through the US postal service starting on 12/12/22. The last day for daily hand delivery by our paperboy would cease on 12/11/22. We did not get our paper on12/12 until 12/13 at 10pm. We did not receive 12/13. 12/14, and 12/15 paper until 9:30pm 12/15. The newspapers were all old news. The 12/13 paper was 3 days old. I called **************** on 12/16 to cancel the paper and request a refund for the remaining months of my subscription. I was informed I would not get a refund if I chose to cancel my subscription. I was told by *** that I could cancel my subscription but I was not going to get any credit or refund of my money because it was written in the five print. She refused to allow me to speak to a supervisor or give me a phone number of someone who could assist me in getting s refund. I have 10 months remaining on my subscription and theyre the ones who chose to change the way I get my paper. I pay more each year to have a hard copy instead of digital news and I dont want a digital copy. The company is not delivering a Daily newspaper on a daily basis because its not delivered daily. As a consumer, I have a right to get my money back when a service is not delivered for what I paid for. They arent delivering a service ( getting a hard copy of the newspaper) on time, as they are required to do. Thats what I paid for and they are pocketing my money and refusing my money. I paid $182. for a one year subscription.

  Business response

  12/26/2022

  Thank you for your message to The TriCity Herald. Our records show the account is paid until 5/8/23. The TriCity Herald notified all customers of this new change in delivery. Effective 12/12/22, the newspaper is now being delivered through the ***** The paper is still printed everyday and delivered to the post office daily to get in the mail the same day. Unfortunately, we have heard there has been a delay in the mail delivery in the TriCity area during the holidays. Since the mail can be delivered throughout the day, our readers will still be receiving their papers, however it will be delivered with that day's mail. As part of the subscription, ********** also has 24/7 access to the TriCity eedition and digital access. Our records show his digital portion is activated.

  The TriCity Herald has a no refund policy with a few exceptions. TriCity Herald did not stop the printing of the paper. Please note, the paper is still being delivered everyday and it is accessible digitally 24/7 with added features and the daily paper everyday by 6:00am. If there is a future problem with missing papers, please contact our customer service department. We continue to communicate and work with the post office to ensure this transition happens smoothly.
  

  Please feel free to contact us at ************ or **************************************** if you have any further questions or concerns.
  

  Thank you

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am subscribers son and am attempting to get Herald to refund $415 he paid for another year subscription of newspapers to be delivered. As soon as he paid paper declared that they will no longer deliver to his area. For almost a year he has called countless times and I have called many times. Everything that was told to us has been a complete lie. They need to at least refund his money immediately.

  Business response

  05/13/2022

  Thank you for your message to The TriCity Herald. Our records show your account was stopped 9/23/21. The documentation states the account was being stopped due to the customer being gone for 6 months. The notes also state the customer will call sometime in April 2022 to restart the subscription. Unfortunately, during this timeframe, there were changes made in the distribution of the paper in this area. We no long offer home delivery of the paper. We do offer a digital only subscription, which has full access to the eedition of the paper everyday and the app for the Tri-City Herald. If you are interested in the digital subscription, please let us know.

  In the meantime, we have requested the refund of $415.17 to be mailed.

  Please feel free to contact us at ************ or **************************************** if you have any further questions or concerns.

  Thank you

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I made an electronic payment from my bank account on 9/9/21 for 26 weeks of delivery. On 9/28/21 I received a notice to pay as my account would go to collections if I did not. I paid the amount requested on 10/11/21. My paper delivery was stopped around 9/9/21. I called on 11/2/21 and was told my payment had been incorrectly credited to another person and I would receive a credit back to my account. I have called several times and emailed the Herald. No credit has been made to my account. I have not received the paper in nearly 5 months. I would like to receive the paper but not until this account has been cleared up. I feel I have spent a lot of time trying to talk with the Herald thru many sorts of communication and still have no response.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to work with where I wanted my paper and they continued to throw it under my cars instead of the yard, I asked them at least 5 times and it still kept happening. It took me 3 times of asking to cancel my account. The calls were still coming , I have asked more than 10 times to remove my name. They are still coming, one month I counted 18 calls , I feel like this is harassment. I'm. tired of it. Don't feel like I should have to change my number so they will leave me alone...

  Business response

  03/03/2022

  Thank you for contacting the Tri City Herald. The account for under ************************* was stopped on 1/9/2022. We have added the phone number on file ************ to our do not call list, We have contacted our solicitation and retention department to ensure the phone number is removed from all future and current call lists. If you have any questions please call our customer service department at ************.

*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. ↩