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:11/23/2024

  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.

  Account #********* I called to cancel my subscription 2+ months ago, before promotional period ended, of which I paid for in full. Apparently they did not cancel subscription and now sent me a bill for $74.85.

  

  Business Response

  Date: 11/24/2024

  Thank you for forwarding to our attention. We track all cancellations and calls/emails back one year so we can investigate further and look for call and email history and get this resolved. Please allow 3- 5 business days while we open a case to investigate. We will refund accordingly once we locate the cancellation request. 

   

  Best,

   

  ******

• Initial Complaint

  Date:11/07/2024

  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.

  My Seattle Times is frequently dropped on the ground instead of being put in the paper box. Today *11/7/24) paper was at end of driveway on road). This happens at least 3 times ********* paper box is conveniently located right next to mailbox and easy to drive up to.I have reported this several times previously to no avail.I expect some compensation/credit for several wet papers on my 2025 bill.Please respond.****** ***** ************ ****************

  

  Business Response

  Date: 11/08/2024

  Thank you for reaching out. I have reviewed the customer's account and do see previous contacts regarding this issue. I have escalated this issue to delivery staff and case 00270712 has been opened for this issue. I will have a customer service specialist reach out to ****** to ensure that she is credited for the wet papers. I have also sent an email to the carrier's supervisor asking that they resolve this and service check the delivery. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22525905
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/29/2024

  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.

  My family, Kaitlynn and ******* *********, used to subscribe to the Seattle Times "Digital+ Sunday Delivery" newspaper option. We have since cancelled our subscription due to no longer wishing to receive a delivered newspaper at our front door every Sunday. The Seattle Times continues to deliver a Sunday newspaper to our home. We have requested this be discontinued via email and phone calls with customer service representatives over the past weeks and months, but continue to receive this newspaper thus causing extra waste on our property and newspapers stacking up when we are not home or on vacation. This is a nuisance and we would like the Seattle Times to discontinue sending us this newspaper.

  

  Business Response

  Date: 10/11/2024

  Good morning. For some reason I did not receive the first email. I spoke with the customer and let them know that I would personally follow up on this issue. I have contacted field staff and ask that this address be service checked on Sunday to ensure that the paper is not delivered. 

• Initial Complaint

  Date:09/15/2024

  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 have called numerous times to the Seattle Times newspaper, asking to stop. My auto pay was assured auto pay had been canceled.Each time I find out there is a charge to my credit card because auto pay is still set up last call to the Seattle Times newspaper, I asked to cancel my subscription very rude representative. I asked to speak to a supervisor was told one would call Me back again another lie, no one ever called me back and again auto pay was never canceled another charge to my credit card this morning. I cant even begin to describe how angry I am at the Seattle Times newspaper. I have never seen such horrible customer service.I just want my subscription canceled immediately And auto pay turned off

  

  Business Response

  Date: 09/16/2024

  I have reviewed Mr. ********* account and we did receive an email yesterday where he stated he had called earlier and asked to cancel. We don't see any record of that call on the case but we record all of our phone calls so are pulling all call recordings linked to the phone number provided. I show that one of our representatives did respond yesterday and apologized and cancelled the account. Once the account has stopped we will refund the last payment as well as any additional payments should we discover the account was not stopped properly or in a timely manner. Rest assured we will follow up and make this right. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22288110
  
  I am rejecting this response because:

  good morning 

  I have logged into my Seattle times account

  five ********************** since receiving this note from 

  The Better Business Bureau it still shows auto pay enabled an account is still active

  no one from Seattle Times has ever reached out to me in regards to this problem. I am extremely angry and fed up over this.

  I have called my credit card company cancel my credit card and have a new one issued to prevent any future charges by Seattle times

  I saw the note from Seattle Times stating they were going to cancel the account and refund me any money due

  after logging into my account five different times between yesterday and today and it still shows auto pay enabled and account active I find that statement very insulting

  I do not consider this matter resolved since auto pay is still enabled, and the account is still active. Hence, Ive had to take matters in my own hands and 

  cancel my credit card to prevent future charges

   

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

  Customer Answer

  Date: 09/23/2024

  my subscription with Seattle times has finally been canceled. Thank you for your assistance.

   

  *** *******

• Initial Complaint

  Date:09/09/2024

  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.

  Have attempted to cancel my subscription 3 different times over the past year and my subscription was never cancelled. I was told that my account was paid for up until September and that I will no longer be charged however Im still being charged and my account still says I have a subscription. Not only that but every time I call or text the costumer service *** continues to ****** me into keeping my subscription after I ***eatedly tell them that I want to cancel regardless.

  

  Business Response

  Date: 09/20/2024

  Hello, we will investigate this issue and pull all recorded calls from the customer and emails we may have and review. Rest assured the account will be cancelled and any required refund given. 

   

  Best,

   

  ******

• Initial Complaint

  Date:06/05/2024

  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.

  Missing the Sunday paper, AGAIN! I don't want a credit and I don't want to read it online, I want my paper.

  

  Business Response

  Date: 06/06/2024

  We apologize for the inconvenience caused to Mr. ******** I escalated this issue to our HD Manager for Mr. ********* delivery area and the carrier's supervisor. I did see that a redelivery request was entered and I did get a response from the supervisor that the Sunday paper was sent out this morning for redelivery. I will be crediting Mr. ******* as well for the missed paper(s). Thank you. 

  Customer Answer

  Date: 06/06/2024

   
  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:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with the Seattle Times to stop delivering the Sunday paper. We are often out of town and it make it obvious no one is home. I have called ************. Most weeks in March and all of the weeks in April to stop delivering the Sunday paper. They said they will forward my request to the delivery department to stop it. I first asked them to notify me by email that it has been stopped with no reply. I then asked them to call me with no reply. I called in the last week of April and the person said they will escalate my complaint to management with still no reply and still got the Sunday paper on May 5. I am hoping you can help resolve this issue.

  

  Business Response

  Date: 05/17/2024

  Thank you for forwarding this complaint again. We did not receive the first notification that you stated you sent. I have reviewed the account and the Area Home Delivery Manger for Mr. ********* delivery area called him back and spoke with him on 5/9/24. A case was escalated to delivery staff twice and the supervisor for the carrier stated she did speak with the carrier advising him that this customer was a digital only and to stop delivering the Sunday paper. We have been in contact with the customer and responded to him since he made this initial complaint and are following up. 

  

  Business Response

  Date: 05/17/2024

  Just heard back from the manager and she stated that a supervisor has been delivering the route for the last two weeks and confirmed that no Sunday paper was delivered on 5/5 or 5/12. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21674112
  
  I am rejecting this response because: I been working with the Seattle Times on this issue with ***************** and *******************.  They are having difficulty determining why the Sunday paper is still being delivered.  The routes that should be deliver the paper have been notified and stated they were not delivering the paper.  I will continue to work with the Seattle Times to resolve the issue.  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/03/2024

  I am still receiving the Sunday paper.  I can see on my Ring that they came at 2:15 am on Sunday May 26th 2024.  On June 2nd I sat outside and waited from 2:00 am to 3:30 am and none came. I gave up and went inside.  My Ring camera picked up that they delivered a paper at 2:37 am.  Missed them by 7 minutes.  My Ring camera isn't clear enough to show the type of car or license plate.  It is to dark outside. I wonder of the Seattle Times can have someone sit outside my house and see who is delivering it.  

  Let me know if you need any more information,

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

  

  Business Response

  Date: 06/05/2024

  I have reopened the case from 5/9. I have provided the notes from the customer on what transpired and asked that the carrier's supervisor follow up and do a service check. Not sure why the carrier started delivering again after he was asked to stop. We are deeply sorry that this has not been resolved. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21674112
  
  I am rejecting this response because:

  ******************* is going to set outside my house to notify carrier they should be delivering the Sunday paper.  Hopefully this will resolve the issue.  The Seattle Times is working hard to resolve the issue and I appreciate the efforts they are making.  I want to keep the complaint open for now to make sure we get the issue resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/08/2023

  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 have been getting charge a monthly rate of ***** since February of 2023, however, The Seattle Times sent me a letter requesting for me to pay them 55 dollars. I called them to cancel my account on December 6, 2023, but when I checked my account, they still charged me ***** and the 55 dollars.

  

  Business Response

  Date: 12/13/2023

  I reviewed the customer's account. It appears he was called by our retention/collections company when they were trying to collect the $55 that was owed on the account for 3 outstanding unpaid invoices. That payment went through on 12/6/23. I also show that ************** called on 12/6 to cancel his account. His account was cancelled and a refund for the remaining unused portion of the current invoice term was refunded to him on 12/11/23 in the amount of $*****. See records of both transactions for the payment he made for overdue invoices and the refund once he cancelled his account. 

  12/06/2023 P-******** ***** USD Electronic INV11369291,INV11302297,
  INV11354096 ***************************************** Processed

  12/11/2023 R-******** ***** USD Credit Balance CBA-06566542
  

• Initial Complaint

  Date:08/30/2023

  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.

  When I signed up, I was told that I can cancel any time and I signed to Terms and Conditions where it says that "Service and billing will continue into the next renewal period at our regular rate unless you notify **************** at ************** to cancel". However, it is extremely difficult to cancel - you have to call during regular business hours and go through a long phone menu. Then they said because I signed up for 16 weeks, I will be charged $20 if I unsubscribe earlier. Nowhere on the Sales Receipt does it say a $20 early termination fee?! They insisted that it is the price I pay if I don't continue to "enjoy" the full 16 weeks of subscription and the charge will be automatically withdrawn from my credit card.This has been the most frustrating subscription cancellation experience ever. I wanted to support a local newspaper but I don't think I ever will subscribe again.

  

  Business Response

  Date: 08/31/2023

  We reviewed the customer's account. Case # ******** was opened in regard to a call the customer made to us yesterday to cancel. Account was cancelled effective for tomorrow 9/1 and the customer was charged $20. However, this was not for a cancellation fee. This was for the promotional item that the customer received when they signed up (and terms they agreed to on their receipt). If the customer cancels before the subscription term they must either return the $20 gift card or promo item or be charged for it if they decide to keep it instead. Any refund due the customer for the term of the service they did not use is credited back to the payment method. They are only charged for the gift card or item they kept and did not return. Our sales manager will be reviewing as well and will reach out to the customer to explain the terms. Thank you. 

  Customer Answer

  Date: 09/30/2023

  I called many times to cancel the subscription and agreed that there would be a $20 penalty. However, Seattle Times keeps charging me a monthly fee... It has been extremely and feeling impossible to cancel it. So frustrating and don't know what to do to stop the charge. I ask to cancel the subscription and ask for a refund for the past few charges that occurred after I called to cancel.

  

  Business Response

  Date: 10/19/2023

  I personally reviewed *************************** account. It was stopped on August 30th by ******* who helped the customer. Auto pay was disabled at that time. The notes are on the case, and I double checked our billing system. In addition, a refund of $14.87 was issued on 9/3/23 and after the refund was issued the payment method ending in **** was deleted from account. Below is the information and transaction numbers for the refund. We are not and have not charged the customer's card. The account is former and inactive. At this point ******* would need to provide additional information/proof regarding amounts, dates, card charged etc. from his bank so we can investigate further. I suspect ******* saw the refund from us and thought it was a charge instead of a credit. 

  
  09/03/2023
  R-00508189
  14.87 USD
  Credit Balance
  CBA-06392406

• Initial Complaint

  Date:07/11/2023

  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 have the Seattle Times delivered to the house I was living at near the ********** of Washington once a week. The paper never came. I lost my wallet with the debit card that was used to purchase the paper. I cancelled the debit card. I tried to cancel the paper by looking on line which directed me to call them. I called them multiple times during business hours without success; I never reached anyone. I kept getting notices that the card was cancelled and they wanted payment and I kept trying to cancel the subscription and I was never able to reach anyone with the phone number provided.In early June I received a letter from ****************************************************************, a debt collection agency. I have been directed to communicate with them by July 21st. I have tried to get through to them and I left a phone number and they never called me back.

  

  Business Response

  Date: 07/12/2023

  There has been no issue with our phone lines and no other reports of customers being able to reach us recently. Our contact information is posted on A2 of the paper with hours and numbers to call as well as on our website.

  This issue took a little research as the email provided did not pull up the account. However, when I searched on the delivery address it brought up an account for a *****************************. This account was paid to date and has not missed a payment, but I stopped it based on the last name and address being a match. The email address on this account was also a Uw.edu email address ***********************, but slightly different than the one given in the complaint. This account also had called in multiple time for vacation holds without issue.

  I then searched on the phone number provided - this pulled up an account with the same last name but under a different delivery and billing address. The address on this account is *************************; Seattle, ********** ***** - not the address given in the complaint and with a gmail email address. This account was stopped back in March of 2023 for non-payment. There was a bad-debt write off on this account of $29.07. I have notified the collection company to stop collection of this debt. If ******************** would like to restart service at the address he provided in the complaint, he can let us know by responding to this complaint, by calling ************ or emailing  *************************************** or ******************************************* Thank you.