ComplaintsforVirginian-Pilot Media Companies

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In early March I subscribed to the Virginian pilot home delivery subscription with Sunday and Wednesday delivery starting on 3/12. After four weeks the delivery of the physical paper the deliveries were inconsistent. After calling customer service and requesting re-delivery I have only received one replacement paper. The representative said that my account would be credited for the missed papers. However, I have now missed 3 consecutive paper deliveries — 5/7 was the most recent. I requested redelivery within the timeframe that the rep indicated and still did not receive a paper. Receiving credit for missed deliveries is POINTLESS if the actual paper is never received. I have made at least 5 calls to the customer service line (which does not appear to be located in the United States) and the problem has not been resolved which i think is an excessive amount of time to spend for a service that is supposed to be automatic. Repeated calls to customer service does not have any impact on the actual delivery of the newspaper which was the reason I subscribed. I have also received inconsistent answers about the re-delivery service when I have complained through the customer service line. I have been wholly dissatisfied with the service and will discontinue if the matter isn’t resolved expeditiously. For reference my account number is **********.

  Business response

  05/18/2023

  
  May 18, 2023
  
  Please accept our sincere apologies for any ongoing frustration or inconvenience associated with your Virginian Pilot home delivery subscription.
  
  Your delivery concerns are being reviewed with your local Distributor for resolution.  They will contact your local Delivery Contractor to check on your account to ensure that your newspaper arrives as expected on your scheduled delivery days.  They have responded that as there are delivery delays in the area at this time that your deliveries may be missed or received after standard delivery times.  

  
  After reviewing the information you provided as well as your home delivery subscription, it seems you have cancelled your account effective May 21, 2023 with Customer Service. As per our discussion, I have processed additional credit adjustments for  your account of which I will refund your last payment in full in the amount of $***** of which a refund check will be mailed to your residence. Please allow 4-6 weeks for this refund check to be received due to our refund procedure and local mailing timetables.

  
  Again, we apologize any inconvenience this has caused. If you need any further assistance or would like to restart your home delivery subscription, please contact our Customer Service Department at *************
  

  Thank you,
  ******
  Executive Resolution Center
  
  

  
  

  Customer response

  05/19/2023

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

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We maintained a paid in full paper subscription for over 30 years. Starting last fall paper delivery was intermittent between September and January. Multiple calls and emails to customer service and reports of non deliveries did not resolve the issue. Starting in January we shifted our subscription to electronic delivery. We renewed our subscription this month. However, when trying to log in or access the paper online we receive pop ups stating we are denied access due to exceeding limits of free articles. We would like reliable deliverY or refund of the last 8 months payment for non delivery of the paper.

  Business response

  05/15/2023

  May 15, 2023

  Please accept our sincere apologies for any ongoing frustration or inconvenience associated with your Virginian Pilot subscription.

  The information you provided within this complaint is being reviewed for resolution.  Customer Service will be in contact with you within the next 5-7 business days to provided further assistance as to ensure your email address is associated with the correct active account to ensure your digital access.

  Again, we apologize any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you need any further assistance with your home delivery subscription, please contact our Customer Service Department at *************
  

  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  05/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have had a subscription for some time for my ** year old father who moved in with me 2 years ago. It’s his main source of news and entertainment. Since the subscription began we’ve had missed deliveries around 50% of the time. We ended up canceling our prior subscription, but then we’re persuaded to try it again with a 1 year special price. At first things were better. Then we started not getting papers again. Each time I would go the website and fill in the form. Sometimes they’d come the next day (a full day late). We certainly aren’t getting the service we paid for. Then we see online a new bill for **** or so for the next period, even though we are only about 6 months into our 1 year subscription which we only get on time maybe 10% of the time. Again, half the time we get no paper and ask for a refund which we never receive. I understand it’s supposed to extend our subscription in lieu of money. Fine. But why do we have a new bill already? We want what we paid for. Your delivery service is horrible. When kids used to deliver on bikes it was perfect. To summarize- we rarely get a paper in the mornings. Often we get no paper at all. Each time we remember to do so we fill out your form online (almost daily). What kind of service is this? We prepaid for a year of service and have maybe had 1 month worth of papers delivered on the correct day. This man who is he been a customer of yours for probably 60 years is a ** year old Purple Heart Korean War vet. Why can’t he get a newspaper each morning like he paid for???? I’ve tried calling. I’ve tried emailing. I fill out your form online. This is horrible. I’d like our subscription extended at least until the end of 2023. And I’d like to get the papers each morning. Is that too much to ask?

  Business response

  05/16/2023

  
  May 16, 2023
  
  Please accept our sincere apologies for any ongoing frustration or inconvenience associated with your Virginian Pilot home delivery subscription.
  
  Your delivery concerns are being reviewed with your local Distributor for resolution.  They will contact your local Delivery Contractor to check on your account to ensure that your newspaper arrives as expected on your scheduled delivery days.  They have responded that as there are delivery delays in the area at this time that your deliveries may be missed or received after standard delivery times.  

  
  After reviewing the information you provided as well as your home delivery subscription, I have processed additional credit adjustments for  your account of which extended your paid thru date. Please disregard any billing statements received at this time as another invoice will be generated when the next billing cycle has been processed.

  
  Again, we apologize any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you need any further assistance with your home delivery subscription, please contact our Customer Service Department at ************.

  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  
  

  Customer response

  05/16/2023

  
  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 at this time, however I don’t know how long they’ve extended our subscription as they didn’t indicate when it will end.  I won’t know for sure until I have that info and there is no way to see that on their website which is lacking basic information such as this. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attended the auto show in January 2023. I paid for the ticket with my debit card. The transaction was successful. I was charged again on April 24, 2023 the same amount by the Virginian Pilot. I called the number listed on the transaction and they would not assist me. A supervisor named ***** hung on up on me.

  Business response

  05/05/2023

  
  May 5, 2023
  
  Sincere apologies for any misunderstanding or inconvenience associated with this concern.
  
  After reviewing your Virginian Pilot account, I do not find any payments associated with this circumstance. I have contacted you by phone and you will forward me the Proof of Payments so I may research further in order to obtain a resolution.  Also, I will research to find out what transpired and proper course of action will be taken, if needed.
  
  I will contact you directly in order to provide further assistance once I receive the Proof of Payment from you regarding this matter.
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I keep getting cold called from Virginia Pilot, even with my number on the national Do Not Call Registry. I’ve previously subscribed to them, though I never received physical papers. So, I cancelled and they gave me my money back. I thought that would be the end of it. But no, now I’m getting multiple calls a week from Virginia Pilot, constantly asking if I want to subscribe. It’s causing me grief, frustration, and stressing me out when I don’t need nor deserve it.

  Business response

  05/01/2023

  
  May 1, 2023
  
  Our sincere apologies for any inconvenience you have experienced with the inability to get all calls to stop from the Virginian Pilot.
  
  I have forwarded your contact information to be removed from our calling records and place you on our “Do not Call” listing. Please allow 10-14 business days to finalize the removal of your information from our system. I will expedite this request due to the information you provided within this complaint.
  
  Once again, our sincere apologizes for this concern. If you would like any further assistance, please contact our Baltimore Sun Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

  Customer response

  05/02/2023

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

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello - I have called ************ and emailed ******************************* and cannot achieve a resolution. I am a current electronic subscriber without a problem with that, using an ******** ******* ****. However, at the ******* ***** **** **** on January 15th, I inadvertently signed up for a separate subscription for Sunday delivery as well using a different card number (**** ****** ** **** There was a gentleman there giving away tickets to the auto show and asking for our credit card info to pay for the tickets and then after running the card telling me I'd signed up for a Sunday subscription to the Pilot. He never got my street address, just my email and told me I'd be getting a receipt and could cancel online, but I never got a receipt or anything. Since then my credit card ending in ** has been charged for ****** back in January and now in April. I have previously sent proof of payment to the email address above. I simply wish to cancel. Thank you, ***** ****

  Business response

  04/26/2023

  
  April 26, 2023
  
  Our sincere apologies for any inconvenience or frustration you have experienced associated with the Virginian Pilot.
  
  After reviewing the information you provided as well as our system, I do not find any matching subscription to the payment you are refering to at this time.  Customer Service has contacted you directly to obtain this corresponding Proof of Payment in order to troubleshoot your request further with our Finance Department.  Once we can determine the processing of this payment to an account in our system, your request can be accommodated.
  
  In the meantime, if you would like any further assistance, please do not hesitate to contact our Customer Service Department at ************ or respond to the inquiry emails directly.
  
  Thank you,
  ******
  Executive Resolution Center
  

  Business response

  05/05/2023

  
  May 5, 2023
  
  Once again, sincere apologies for any inconvenience or frustration you have experienced associated with the Virginian Pilot.
  
  After further reviewing with our Finance Department it seems your credit card was associated with another account of which was discussed with by Customer Service. This account was stopped therefore no further charges will be processed. Also, it was discussed with Customer Service that you have disputed these two charges in the amount of ****** with your credit card company so no further refund would be needed.
  
  If you would like any further assistance, please do not hesitate to contact our Customer Service Department at ************ or respond to the inquiry emails directly.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  Customer response

  05/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ** ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  For several weeks we have received our daily paper and some days the page with the crossword puzzles the Bonus Puzzle Page been removed. This week April 5,6,7,10 and 13 are missing. April 8,11,12 are intact. We have called and emailed customers service at the paper and the problem has continued. We were promised replacement papers and never received them. We would like to receive all our papers with no pages removed. Thanks for your help to resolve this problem.

  Business response

  04/21/2023

  
  April 21, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Virginian Pilot home delivery subscription and customer experience.
  
  The information you provided within your complaint is being reviewed as well as escalated to the your local Distributor to ensure a complete newspaper is delivered to your residence. The Production/Editorial  Department has been forwarded this information as well to research why the crossword puzzle would not be included on the days you stated.  The information received was that the crossword puzzle was included within those issues and located on the back page. Also, while reviewing the newspapers online it reflects the crossword puzzle so that is an option for you if there is any issues with your Virginian Pilot any particular day. Your account does not reflect any recent complaints for redeliveries or any notations regarding redelivery requests processed through Customer Service. For our gratitude for being a valued Virginian Pilot subscriber, I was able to authorize a credit adjustment which would extend your paid thru date accordingly.

  
  Once again, sincerest apologies involving your Virginian Pilot subscription.  If you would like any assistance or to restart your subscription, please do not hesitate to contact our Customer Service Department at 757-446-9000.
  
  
  Thank you,
  Katina
  Executive Resolution Center
  
  
  
  

  
  

  Customer response

  04/21/2023

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

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  New to Virginia, in January I signed up on a trial basis for the Virginian Pilot, because I missed having local news. I quickly discovered that the Pilot’s news was centered on the Norfolk area and did not provide much information on Richmond, so I called to cancel my subscription. I made it clear in my call that the news was not as relevant as I’d hoped and therefore I was cancelling. The following month, a charge to my credit card led to the discovery that I had been charged **** and my subscription cancellation postponed until 2024. This was dishonest of the Pilot and a clear mishandling of my request. I called to complain and the Pilot said they couldn’t locate my subscription through my name, telephone number, e-mail or address. They needed an account number, which was not attached to their bill or to their initial email confirming my subscription. Frustration.

  Business response

  04/07/2023

  
  April 7, 2023
  
  
  Sincere apologies for any frustration or inconvenience you may have experienced associated with the Virginian Pilot.
  
  As discussed during your phone conversation today with Customer Service, it was confirmed that no monetary charge made for the amount of ****.00 was processed and no further assistance is needed.  You confirmed no other issues associated with the Virginian Pilot. 
  
  If you would like any further assistance, please contact our Virginian Pilot Customer Service Department at *************
  
  Sincerely,
  ******
  Executive Resolution Center
  
  

  Business response

  04/12/2023

  April 7, 2023
  
  
  Sincere apologies for any frustration or inconvenience you may have experienced associated with the Virginian Pilot.
  
  As discussed during your phone conversation today with Customer Service, it was confirmed that no monetary charge made for the amount of ****.00 was processed and no further assistance is needed.  You confirmed no other issues associated with the Virginian Pilot. 
  
  If you would like any further assistance, please contact our Virginian Pilot Customer Service Department at *************
  
  Sincerely,
  ******
  Executive Resolution Center

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for a short discounted trial of the Virginian Pilot newspaper. The delivery was spotty and the coupons were not worth it, so I opted not to renew it when the time came. Instead of simply canceling my subscription, they sent me to collections for non-payment. How does this make sense? If I decide to stop paying for any other type of media (****************), they simply cancel my subscription and do not allow me to access the media. Why would a company send you to collections for something as ridiculous as a newspaper subscription?

  Business response

  03/13/2023

  
  March 13, 2023

  
  Our sincere apologies for any misunderstanding or inconvenience you may have experienced associated with your former Virginian Pilot subscription. 
  
  After reviewing your former account, it seems you did not inform the Virginian Pilot that you would like to cancel at the end of your paid thru date therefore your deliveries continued. Your subscription was a continuous subscription of which in order to cancel your account, you would need to formally inform us of this request or deliveries would continue. The outstanding balance was for the newspapers delivered to your residence during this timeframe. Due to the information you provided and in the interest of fairness I have adjusted the balance due in the amount of $***** therefore no further balance is due at this time. Please disregard any further billing statements and **** collections will be notified.
  
  If you would like any further assistance, please contact our Virginian Pilot Customer Service Department at *************
  
  Sincerely,
  ******
  Executive Resolution Center
  

  
  

  Customer response

  03/14/2023

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

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a subscription to the newspaper for my Dad who recently moved in with me. He is 93 and enjoys reading the paper with his morning coffee. Where he was living before, the paper was always on time and I figured it would be the same at my address. I have as yet received a newspaper. I have emailed, filed a delivery complaint, and called and spoke with someone. No one has bothered to call me back and explain the situation. They charged my credit card for the subscription and have not credited me for any of the missed papers. If Virginian-Pilot did not have a carrier available for my address, they should have told me before charging my credit card. My Dad misses his paper and I want it delivered. If there is any way the paper can be delivered I would be greatly appreciated. After reading some of the complaints online, I believe this is a scam. They take your money and deliver no product.

  Business response

  03/02/2023

  
  March 2, 2023
  
  Our sincere apologies to you and your father regarding any inconvenience or frustration regarding the Virginian Pilot home deliveries and former subscription.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.  As of your Customer Service contact on February 25th, you cancelled your subscription. Customer Service processed the full payment amount for refund in the amount of $*****  so please allow up to 4-6 weeks processing time due to standard processing and handling times. Your feedback you provide your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Once again, sincerest apologies involving the Virginian Pilot deliveries.  Should you have any further concerns or would like to restart your home delivery account, please do not hesitate to contact our Customer Service Department at *************

  
  Thank you,
  ******
  Executive Resolution Center

  
  

*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. ↩