Complaints

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 1, 2022, I paid $290.95 for 13 weeks (7 days a week) of delivery of the Daily Freeman to my home address. Beginning Thursday, July 7, 2022, we have not received the paper. After repeated e-mails to their circulation department, only one of which was answered, we were told that they would give us credit for two days of no paper and the Sunday paper for July 10, 2022, would be delivered. We have yet to receive any papers for the last two weeks including the promised Sunday, July 10th delivery. Upon calling the Daily Freeman (which I believe is now located on ***** ****** in Kingston, not ****** ******) an automated voice response system advised us that they would notify our delivery person and escalate the issue to management. To date, we have received no callback or other notice from any source at the Daily Freeman nor do we have the newspapers that were supposed to be delivered. I request a refund of the $290.95 paid or the pro-rated amount for any papers that were delivered prior to July 7, 2022. Thank you.

  Business response

  07/21/2022

  We will submit a refund request on your behalf to be refunded the full amount of your payment as you have been experiencing the delivery issue since shortly after your renewal payment.  We sincerely apologize for the non delivery and hope to have our vacant carrier positions filled as soon as possible.  

  Customer response

  07/22/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I did not receive my daily newspaper for 31 days,Feb.4-Mar 13,2022.I paid for a new one year subscription on 6-2022.My delivery stopped on **** to present 7-18,I have called customer service @ ************ many times and they say they have a driver problem.

  Business response

  07/19/2022

  Our delivery service currently does have a driver and staff shortage.  They are continuously conducting interviews for replacements.  Regrettably, at this time we can only offer to keep working with the delivery service and crediting your account for deliveries not received or we can stop your account and refund any monies you have paid and not received a paper for.  Please let us know which option you would prefer.  

  Customer response

  07/21/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a 3 month subscription to the daily freeman for 7 day delivery. On 6/23 we paid $91.55 for a 3 month subscription. This is on auto pay to replenish. Since 6/23, we have received the paper 3 times - on 6/25, 6/26, and 6/27. The remaining days - every single day I need to call and request a credit on our account. I have called and spoken to supervisors who say to give them time to look into the account and that they are having an issue with not having enough carriers. I have asked for a refund and they say that this is not possible. Please assist me. It is taking up too much out of my day to call them and I just want my money back. I paid for the newspaper and am not receiving it.

  Business response

  07/13/2022

  I am very sorry you were provided with misinformation.  We can definitely refund the payment to you.  While the truth is we are short carriers, we will never hold a customer's payment hostage during a time when we cannot guarantee a daily delivery service.  Refunds are processed once a week and this week's have already been processed so this will be submitted for processing next week for you for the full amount of the charge of $91.55. 

  Customer response

  07/13/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The daily Freeman has been unresponsive as to why we are not receiving our paper My online account said that my subscription ended on 5/16/22 We usually receive a notice when this is coming up, but no notice So I made an online payment of $125.40 for 26 weeks about 2 weeks ago and we still haven't received a paper We've reached out to customer service several times and were assured theyd resolve the problem, but still no delivery

  Business response

  06/01/2022

  Regrettably, we have lost a high percentage of our carrier force and with limited staff available, are finding it very difficult to provide full route coverage.  Since we cannot guarantee when delivery service would be fully restored, we are forced with only two options:  

  1.  We can credit the account for any days delivery has not been received and continue to work with the delivery service or

  2.  We can stop the account and fully refund your payment and can reach back out to you when carriers are hired to cover the area.  

  We are sincerely sorry for this inconvenience and this is not just a problem for the Daily Freeman, but for newspapers nationwide.  
  

  Customer response

  06/01/2022

  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 and the matter has been resolved.

   I would like to go with option #2 to cancel and receive a refund of undelivered papers plus latest subscription payment

  I'll look forward to re subscribing when their difficulty is resolved
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kingston Daily Freeman newspaper subscription Acct # ******* I am a subscriber for ********************** delivery and do not receive the paper. There is no carrier on this route to deliver the paper daily. After calling to complain and report no paper delivery each day to a recorded message ************** I am advised the problem will be escalated and referred to the regional manager. I may receive one or two papers per week, usually one day bundled with the previous days paper. As I continue to call each day and report the missed deliveries the message assures the caller that the problem will be resolved but it never is. My concern is that I am paying for a service and product that I am not receiving. If they would provide a voucher so that I may show a local merchant that I am a subscriber, I would drive to the store and pick up a copy myself. I also tried to visit the corporate office on ********************************************** in person and there is a sign on the door that states they are not open to the public with directions to voice any complaints to E-mail us at ******************************************** or call us at **************.

  Business response

  05/10/2022

  While we understand the frustration of not receiving daily delivery on a regular basis, we are crediting your account for papers you have reported as not received.  Regrettably, due to a huge loss of our carrier force and extremely limited office staff, we are working very hard to find replacement carriers at this time.  The ************ we have available for you are to continue crediting your account for any papers not received and continue working with the delivery service to improve delivery or to stop your account and fully refund your payment.  This problem not only exists with the Daily Freeman, but with all newspaper companies world wide and we sincerely apologize for the inconvenience.  

   

   

  Customer response

  05/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am paying for a service that I am not receiving with the service provider knowingly being unable to deliver its product- that is fraud. If the Daily Freeman can provide me with an alternative to delivery such as being able to pick up a copy myself on a daily basis from the point of dispensing that the carriers would get the papers from, that would be acceptable. Or, some type of paid voucher that I can go to the closest retail newsstand and pick up my prepaid copy. I don't want to be inconvenienced by calling to report an undelivered paper daily for future credit. I have been doing that for months now and I don't want to do it any longer. It is now a given that no paper will be delivered every day of the week. That is not good business. In my opinion you do not accept payment for a service that you cannot deliver in promise of some future credit or more time to resolve an ongoing problem. Please have the Daily freeman refund my subscription in full and if they ever are able to deliver reliably again, I may consider a new subscription at that time.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/11/2022

  We are sorry this issue could not be resolved for you.  The account has been stopped and a refund request for the full amount of your 1/24/22 payment in the amount of $65.80 has been submitted for processing.  

  Customer response

  05/11/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an online digital subscription and called in Aug/Sept. 2021 to cancel because I rarely used it...no time. **** I called to cancel I was offered a subscription rate of $2.00 for 6 months. I accepted their offer and set a reminder in my phone to cancel on 2/25/22 to make sure i did it in time. In the meanwhile, the Daily Freeman continued to deduct $12.00 per month from my bank account. (9/29/21, 10/27/21, 11/24/21, 12/22/21, 1/19/22) I realized it in January (26) after justifying my bank account and called them for a refund. I was told that they would escalate my claim to billing and it could take up to 15 days from Jan. 28 to process. I called back about 3-4 weeks later and was told that they would escalate my claim again and i would receive refund after 15 day processing. I've called weekly during the month of March 22. Sometimes more than once per day to make sure the notation was there to process my refund and each time was told that they would escalate it and it would take up to 15 days to process my refund. I have my receipts...On several occasions, I've spoken to ****** **** **** ******* ********** **** I called on 3/25/22 I was told that my check had been sent on 3/23/22. I received said check (#*******) from ********************* ******************************************************** for the amount of $10.71 instead of the $60.00 due to me. I don't intend to cash this check until I receive the proper refund due to me. I've been more than patient and everytime I ask to speak to a supervisor I am told that I am speaking to a supervisor with the exception of today, 3/29/22. ****** was transferring me and the call was dropped. **** I called back I spoke to ****** who said he was a supervisor and that claim was closed because refund was issued. I explained that I did not receive what was due. He said he would escalate it again and that I will receive a phone call but he didn't know when or how long it would take for them to process my request. Please help me.

  Business response

  03/30/2022

  We apologize this was not refunded correctly.  I am submitting a refund request to be processed today for the remaining $49.29 to be refunded to the credit card.  We show a refund of $10.71 has already been refunded and we will get the remaining balance back to the credit card for a total of $60.00 when the 2nd refund is processed. 

   

  Thank you. 

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have no longer have credit card information on file with the Daily Freeman. I was told that by representative that it has been removed.  Please refund balance by check to the address provided here and on my former account.  I appreciate your prompt response.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/31/2022

  This  has been submitted to our payment processing center requesting a check refund.  

  Customer response

  04/06/2022

  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 and the matter has been resolved.  I have received my refund.  Thank you for your assistance in this matter.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the time I was receiving the paper, two to three times a weeks I did not get a paper. Occasionally for about two weeks I would get the paper every day. I stopped receiving a paper in late December. My subscription expired in mid January, and since I was not receiving the paper and I did not renew my subscription, I no longer called about not getting the paper. / For the past two weeks I have been getting calls from the ** saying that I owe for my subscription. I talked to three people today, one from Billing saying that since last week I know owe for another week (I told them last week that I don't. have a subscription). The woman who called me from Billing today said I had to "Cancel" my subscription. I next talked to the subscription department who said I'm liable because I never cancelled my subscription. That billing continues until I cancel - in other words, I have to OPT OUT, instead of opting in. I then spoke to an accounts specialist who said he would cancel my subscription as of March 8!!? Today is the 4th. They tell me that I have a balance that I owe them since I never cancelled my subscription and they can't find any evidence that I let them know I wasn't receiving the paper. / I don't know what to do to get them to stop harassing me about a subscription I don't have and a **** I don't owe for newspapers I don't get and only got sporadically when I did have a subscription.

  Business response

  03/07/2022

  In checking the account, I notice that the balance had already been written off due to delivery service issues.  I will submit a DNC request to 3rd parties who may still be calling.  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have a subscription to the Daily Freeman and have received only 3 of 31 papers for the month. The lack of delivery has affected us and neighbors on surrounding streets. I have been in constant contact with the **************************** and they have contacted the delivery service regularly, and credited our account, but the delivery of the paper has not improved. The lack of delivery necessitates an 8 mile trip to buy the paper each day.

  Business response

  03/07/2022

  Regrettably, the carrier for the Stone Ridge area has given up the route and we are in the process of trying to replace the carrier.  I checked the account and notice we have credited the missing days (29) as we will not charge for papers not received.  I know this does not resolve the issue of having to drive to get the paper and apologize for the inconvenience.  The ************ we currently have are to keep crediting the account until a replacement carrier is hired or we can stop the account and fully refund the last payment made in the amount of $64.00.  

  Customer response

  03/10/2022

  I would like to continue receiving the Freeman and will accept credit until the paper is received daily.

  Business response

  03/10/2022

  We will diligently continue working with the delivery service company to get this issue resolved and we completely understand your frustration and we also greatly appreciate your patience during this difficult time.  

  Customer response

  03/10/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
  
  
  

*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. ↩