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:06/04/2025

  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 cancelled my account in Jan 2025. Daily Press continues to charge my account for cancelled service. I have called Daily Press three times with no success. I finally dispute the charge with my credit card, so Daily Press sent me a past due notice.
  I think I may have been charged for two account since moving from *** ********** *** ******** ** *** **** ******* **** ************ in 2020. Daily Press cancelled the Williamsburg account but have not cancelled the Yorktown account. I am not requesting reimbursement for 4+ years of over payment. I would just like them to cancel the account remove the past due.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  Our sincere
  apologies regarding any inconvenience or misunderstanding associated with
  your former Daily Press subscription.
  
  The
  information and feedback provided within this *** complaint as well as
  your  account has been reviewed. Proper
  course of action will be taken if any standard procedures were not followed,
  where applicable. Please be advised that all subscriptions are continuous
  which means your subscription will continue and you will be billed until you
  contact us to cancel or to make any changes with your account. To
  cancel or make changes to your subscription, you would need to contact Customer
  Service. Future prices may be higher, and we reserve the right to increase
  prices at any time. You will be notified in advance of any change in price of
  which the advanced notices are forwarded two weeks prior to the pending charge
  for your account's next payment. Your credit card statements are also your
  proof of payment of which you indicated reflect your subscription rate.  For more details and to view the Complete
  Subscriber Terms and Conditions please visit ******************* As per your
  Customer Service contact dated April 23, 2025 you discussed this information
  and cancelled your subscription effective May 6, 2025. Also, your credit card
  company returned your last two payments of *** from payment dated April 18,
  2025 and March 21, 2025 therefore *** was applied back to your credit card
  charged due to your billing dispute.

  In the
  interest of fairness, the outstanding balance due for dates of service have
  been adjusted in the amount of ****** with a credit adjustment of *****
  associated with the printed bill fee. Therefore, your cancelled account has
  zero balance and is in good standing at this time.
  
  For
  any additional information associated with our Terms and Conditions
  associated with your former subscription, please refer to ******************.
  Please be advised your purchase is subject to the Terms in effect on the date
  of purchase unless the Terms are updated as your subscription continues, in
  which case the most up to date version of the Terms will apply. By purchasing
  a subscription, you accept and agree to the Terms in effect on the date of
  purchase or as otherwise updated until your subscription is cancelled.
  

  Once
  again, our sincere apologies for any inconvenience associated with this
  matter. In the meantime, if you should you have any further concerns or would
  like any further assistance, please do not hesitate to contact our Daily
  Press Customer Service Department at *************
  
  Thank
  you,
  ******
  Executive
  Resolution Center
  

  
  

  Customer Answer

  Date: 06/11/2025

  
  
  ****** ******** *******
  
  
  
  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:05/12/2025

  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.

  Virginia-Pilot has made unauthorized charges to my credit card beginning on 9/4/2024. I have emailed and called their billing department; in April I was told that the unauthorized billing would cease and a refund would be issued within days. One month later, no credit has been issued and another unauthorized charge has hit my account.
  I spoke with their billing department again on 5/12/2025. The representative acknowledged my previous contacts/conversations and told me that "something didn't go through" regarding the refund the company agreed in April 2025. The representative then requested more time; as this seems like another delay tactic, I am proceeding with a formal complaint

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  Our
  sincere apologies regarding any misunderstanding or frustration associated
  with the Daily Press.
  
  The
  information and feedback you provided within this complaint is being reviewed
  and proper course of action will be taken, if applicable. After reviewing
  your former subscription, it seems you the order was placed thru our website
  with an start date of September 2, 2022 
  of which your credit card information was inputted at
  time of online order. I have cancelled your subscription effective May 13, 2025 and
  it seems advanced notice bill statements were generated two weeks prior to
  the payment which would allow for customers to contact Customer Service with any
  concerns. In the interest of fairness, due to your feedback even with our no
  refund policy, I have processed a full refund of all payment charges for the
  total amount of ******* back to your credit card charged. Please allow up to
  14 business days for this refund to be applied back to your credit card
  associated with standard processing times.
  
  For any
  additional information associated with our Terms and Conditions associated
  with your former subscription, please refer to ******************. Please be
  advised your purchase is subject to the Terms in effect on the date of
  purchase unless the Terms are updated as your subscription continues, in
  which case the most up to date version of the Terms will apply. By purchasing
  a subscription, you accept and agree to the Terms in effect on the date of
  purchase or as otherwise updated until your subscription is cancelled.
  

  Once
  again, our sincere apologies for any inconvenience associated with this
  matter. If you should you have any further concerns or would like any further
  assistance, please do not hesitate to contact our Daily Press Customer
  Service Department at *************
  
  Thank
  you,
  ******
  Executive
  Resolution Center
  

  
  

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  Over the past few months, I've made several attempts to cancel this online and it does not let you do that it just lets you add another credit card.
  
  Attached is what I understand are to be the charges but as you can see, I've been billed *** either two or three times every month for the past fourteen months.
  Every time I call either, ************ or ************ I just get the run around. Whoever you use at your call center, I assume from another country are very hard to understand and to talk with. I've sat on the phone for hours either waiting to talk to someone or waiting to talk to a supervisor. All they keep on saying is that I am signed up for one monthly billing, but they can't see in my account what that amount is. I told them that I'm being charged anywhere between one and three times every month and they just keep on saying “yes that's because you're subscribed to it”
  these phone numbers are the only ones that I can find online and after several attempts someone told me there was nothing they could do and that I needed to e-mail customer service.
  
  After researching the website further, it gives me the customer service e-mail that I hope will resolve this with a refund ASAP.

  Business Response

  Date: 05/06/2025

  May 5, 2025
  
  Our sincere
  apologies regarding any inconvenience or misunderstanding associated with
  your former Virginian Pilot subscription.
  
  The
  information you provided within this *** Complaint regarding this concern and
  your feedback is being reviewed and proper course of action will be taken, if
  needed.  After reviewing your account,
  your Customer Service contact was noted in March of which a cancellation was
  processed effective March 20, 2025. The last payment in the amount of *** was
  not able to be processed dated Marc h 19, 2025 but due to your feedback even
  with our no refund policy I have processed a refund for the last 6 months
  dates of service from October 11, 2024 thru March 19, 2025. This refund in
  the amount of **** will be applied back to the credit card reflected with
  your prior payments of which will be applied back within the next 14-21
  business days associated with our standard processing times
  
  For any
  additional information associated with our Terms and Conditions associated
  with your former subscription, please refer to www.tribpub.com/tc. Please be
  advised your purchase is subject to the Terms in effect on the date of
  purchase unless the Terms are updated as your subscription continues, in
  which case the most up to date version of the Terms will apply. By purchasing
  a subscription, you accept and agree to the Terms in effect on the date of
  purchase or as otherwise updated until your subscription is cancelled.
  

  Once again,
  our sincere apologies for any inconvenience associated with this matter. In
  the meantime, if you should you have any further concerns or would like any
  further assistance, please do not hesitate to contact our Virginian Pilot
  Customer Service Department at ************.
  
  Thank you,
  Katina
  Executive
  Resolution Center

  
  

  Business Response

  Date: 05/06/2025

  May 5, 2025
  
  Our sincere
  apologies regarding any inconvenience or misunderstanding associated with
  your former Virginian Pilot subscription.
  
  The
  information you provided within this *** Complaint regarding this concern and
  your feedback is being reviewed and proper course of action will be taken, if
  needed.  After reviewing your account,
  your Customer Service contact was noted in March of which a cancellation was
  processed effective March 20, 2025. The last payment in the amount of *** was
  not able to be processed dated Marc h 19, 2025 but due to your feedback even
  with our no refund policy I have processed a refund for the last 6 months
  dates of service from October 11, 2024 thru March 19, 2025. This refund in
  the amount of **** will be applied back to the credit card reflected with
  your prior payments of which will be applied back within the next 14-21
  business days associated with our standard processing times
  
  For any
  additional information associated with our Terms and Conditions associated
  with your former subscription, please refer to www.tribpub.com/tc. Please be
  advised your purchase is subject to the Terms in effect on the date of
  purchase unless the Terms are updated as your subscription continues, in
  which case the most up to date version of the Terms will apply. By purchasing
  a subscription, you accept and agree to the Terms in effect on the date of
  purchase or as otherwise updated until your subscription is cancelled.
  

  Once again,
  our sincere apologies for any inconvenience associated with this matter. In
  the meantime, if you should you have any further concerns or would like any
  further assistance, please do not hesitate to contact our Virginian Pilot
  Customer Service Department at ************.
  
  Thank you,
  Katina
  Executive
  Resolution Center

  
  

  Customer Answer

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/06/2025

  
  
  ****** ******** ******:
  
  
  
  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:04/24/2025

  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.

  Back in January there was a Gun show that I attended. I bought a ticket with my credit card and months later I am getting charged ****** on my card for a Virginia Pilot subscription I didn’t not sign up for. Twice in one month and then just a couple of days ago. I disputed it with my Bank but I cannot do it again. If there is a way for you all to help “cancel” that subscription, I would be most grateful!

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with the Virginian Pilot.
  
  The
  information and feedback you provided within this *** Complaint and your
  feedback is being reviewed and proper course of action will be taken, if
  needed.  After reviewing your concern
  associated with your former account ********* and in the interest of fairness
  due to your feedback a refund of those two payments processed totaling ******
  have been processed back to your credit card charged even with our no refund
  policy.  The former subscription has
  been cancelled with no further payments scheduled to be processed. Please
  allow 14-21 business days for this refund to be applied back to your credit
  card charged due to standard processing times.

  For
  any additional information associated with our Terms and Conditions
  associated with your former subscription, please refer to ******************. Please be advised your purchase is subject to the Terms in
  effect on the date of purchase unless the Terms are updated as your
  subscription continues, in which case the most up to date version of the
  Terms will apply. By purchasing a subscription, you accept and agree to the
  Terms in effect on the date of purchase or as otherwise updated until your
  subscription is cancelled.
  

  If you
  should you have any further concerns or would like any further assistance,
  please do not hesitate to contact our Customer Service Department at
  ************ or respond to the email received from Customer Service for
  assistance.
  
  
  Thank
  you,
  ******
  Executive
  Resolution Center

  
  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with the Virginian Pilot.
  
  The
  information and feedback you provided within this *** Complaint and your
  feedback is being reviewed and proper course of action will be taken, if
  needed.  After reviewing your concern
  associated with your former account ********* and in the interest of fairness
  due to your feedback a refund of those two payments processed totaling ******
  have been processed back to your credit card charged even with our no refund
  policy.  The former subscription has
  been cancelled with no further payments scheduled to be processed. Please
  allow 14-21 business days for this refund to be applied back to your credit
  card charged due to standard processing times.

  For
  any additional information associated with our Terms and Conditions
  associated with your former subscription, please refer to ******************. Please be advised your purchase is subject to the Terms in
  effect on the date of purchase unless the Terms are updated as your
  subscription continues, in which case the most up to date version of the
  Terms will apply. By purchasing a subscription, you accept and agree to the
  Terms in effect on the date of purchase or as otherwise updated until your
  subscription is cancelled.
  

  If you
  should you have any further concerns or would like any further assistance,
  please do not hesitate to contact our Customer Service Department at
  ************ or respond to the email received from Customer Service for
  assistance.
  
  
  Thank
  you,
  ******
  Executive
  Resolution Center

  
  

• Initial Complaint

  Date:04/05/2025

  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.

  I have contacted the Virginian Pilot about canceling a subscription i have never received. They told me it was canceled and I have still been charged for it multiple times afterwards. I filed a charge back with all the info of the cancelation and they are still charging me.

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with the Virginian Pilot.
  
  The
  information and feedback you provided within this *** Complaint and your
  feedback is being reviewed and proper course of action will be taken, if
  needed.  After reviewing the
  documentation with our Finance Department you provided to Customer Service,
  your refund in the amount of $***** has been processed back to your credit
  card charged. Please allow for 7-10 business days for this refund to be
  applied back to your credit card charged due to standard processing times. No
  further charges will be processed associated with this matter.
  
  If you should
  you have any further concerns or would like any further assistance, please do
  not hesitate to contact our Customer Service Department at ************ or
  respond to the email received from Customer Service for assistance.
  
  
  Thank you,
  ******
  Executive
  Resolution Center

• Initial Complaint

  Date:03/12/2025

  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.

  After the newspaper subscription was cancelled and the outstanding balance was paid, the Daily Press continued to bill for an additional subscription. And after the existing subscription was terminated, nine months later we began receiving unauthorized e-editions of the newspaper.

  Business Response

  Date: 03/18/2025

  
  March 18, 2025
  
  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with your former Daily Press digital only subscription.
  
  The
  feedback and information you provided within this *** complaint is being
  reviewed. Proper course of action will be taken if any standard procedures
  were not followed, if applicable. 
  After reviewing your subscription, there were no prior requests for
  cancellation reflected therefore your account continued as it is a continuous
  subscription.
   Please be advised that all digital
  subscriptions are continuous and may be cancelled at any time. To cancel or
  make changes to your subscription, you must call us at ************. We do
  not accept written correspondence sent by U.S. Mail or otherwise. You will be
  charged for any service prior to cancellation. Future prices may be higher.
  We reserve the right to increase rates at any time. You will be notified in
  advance of any change in rates. In the interest fairness, the outstanding
  balance in the amount of ****** has been credited therefore no further
  balance is reflected on this account even with your credit card dispute of
  your last payment which was returned back to your credit card on January 30,
  2025 in the amount of ******. This outstanding balance was for dates of
  service from January 1, 2025 thru March 7, 2025 as the stop date for this
  account is reflected as March 8, 2025. Please disregard any prior bill
  statements associated with Account ********* as they are no longer valid.
  
  For
  any additional information associated with our Terms and Conditions
  associated with your former subscription, please refer to www.tribpub.com/tc. Please be advised your purchase is subject to the Terms in
  effect on the date of purchase unless the Terms are updated as your
  subscription continues, in which case the most up to date version of the
  Terms will apply. By purchasing a subscription, you accept and agree to the
  Terms in effect on the date of purchase or as otherwise updated until your
  subscription is cancelled.
  

  Once
  again, our sincere apologies for any inconvenience associated with this
  matter. If you should you have any further concerns or would like any further
  assistance, please do not hesitate to contact our Daily Press Customer
  Service Department at ************.
  
  Thank
  you,
  ******
  Executive
  Resolution Center

  
  

• Initial Complaint

  Date:03/02/2025

  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.

  On May 27, 2024, I purchased 2 subscriptions to the Virginian Pilot at a craft bazaar to receive discounted entry tickets to the bazaar. I was told the subscriptions were for 3 months only and would not renew and I would not be charged for any future subscriptions. I had to call to cancel the subscription because they did in fact renew and I was charged for 2 subscriptions. When I called to cancel, they only cancelled one of the subscriptions. In spite of multiple phone calls to the Va Pilot with promises that a supervisor would call me back, and numerous emails (with automatic responses that said I would receive a response in 72 hours), I have received NO correspondence from the VA Pilot and I am still being charged - now monthly at increasing cost every month AND I have not received a paper for months! The reps that I spoke with had difficulty locating the account - they had to search using the address - **** ****** ****** ******* ** ***** - yet they had no trouble charging me after I requested MANY times to cancel this account and stop deducting money from my bank account. Please help me resolve this issue and receive a refund for the money I paid after I asked to cancel this subscription.

  Business Response

  Date: 03/05/2025

  March 5, 2025

  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with the Virginian Pilot.

  The feedback and information you provided within this *** complaint as well as your information s being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.  Customer Service is going to contact you directly to obtain additional information as to better assist with your concern within the next 5-7 business days.

  For any additional information associated with our Terms and Conditions
  associated with your subscription, please refer to ******************* Please be advised your purchase is subject to the Terms in
  effect on the date of purchase unless the Terms are updated as your
  subscription continues, in which case the most up to date version of the
  Terms will apply. By purchasing a subscription, you accept and agree to the
  Terms in effect on the date of purchase or as otherwise updated until your
  subscription is cancelled.
  
  If you
  should you have any further concerns or would like any further assistance,
  please do not hesitate to contact our Virginian Pilot Customer Service
  Department at *************
  
  Thank
  you,
  ******
  Executive
  Resolution Center

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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.

  At a gun show in hampton Virginia i bought tickets using my credit card from the Virginia Pilot Newspaper stand. Now my card is geeting charged random amounts every month for a subscription. these have ranged from ***** to ****** i never asked for a subscription. I have called the call center 4 times now. They do not have a record of a subscription in my name or my address.
  They finally found an account attached to my card. It was not in my name or attached to my address or phone number but was charging my card. Virgina Pilot says they are not responsible for a scam charge.
  I want my money returned and a written apology from there Sales office.

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with the Virginian Pilot.

  The
  feedback and information you provided within this *** complaint has been reviewed. Proper
  course of action will be taken if any standard procedures were not followed,
  if applicable.  After reviewing your
  information, your delivery address was associated with an account associated
  with ******* ***** at your reflected delivery address which was started
  effective July 31, 2024 for Wednesday and Sunday print delivery subscription
  with 7 day digital access.  In the
  interest of fairness, I will process a refund in the amount of ****** which
  would equate to all credit card charges associated with this subscription.  This information was provided at time of
  sale of which prompted this new start subscription. Customer Service will be contacting you directly for any additional information associated with this concern within the next 5-7 business days.
  
  For any additional information associated with our Terms and Conditions
  associated with your subscription, please refer to www.tribpub.com/tc. Please be advised your purchase is subject to the Terms in
  effect on the date of purchase unless the Terms are updated as your
  subscription continues, in which case the most up to date version of the
  Terms will apply. By purchasing a subscription, you accept and agree to the
  Terms in effect on the date of purchase or as otherwise updated until your
  subscription is cancelled.
  
  If you
  should you have any further concerns or would like any further assistance,
  please do not hesitate to contact our Virginian Pilot Customer Service
  Department at 757-446-9000.
  
  Thank
  you,
  Katina
  Executive
  Resolution Center

  
  

  Business Response

  Date: 03/21/2025

  March 21, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Virginian Pilot.

  The additional feedback and proof of payment information you provided within this *** complaint has been reviewed by our Finance. Proper course of action will be taken if any standard procedures were not followed, if applicable.  After reviewing your information, in addition to the account associated with ******* ***** at your reflected delivery address which was started effective July 31, 2024 for Wednesday and Sunday print delivery subscription with 7 day digital access there were two other accounts associated with those credit charges included with your proof of payment.  In the interest of fairness, I have processed two more refunds totaling ******* *n addition to the first refund in the amount of ****** which would equate to all credit card charges associated with this subscription(s) in the amount of ******** Your credit card information has been deleted from these associated accounts to prevent any further credit card charges. Customer Service has contacted you directly for this additional information as well. Please allow for 14-21 business days for all refunds to be applied back to your credit card charged associated with standard processing times.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to www.tribpub.com/tc. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Virginian Pilot Customer Service Department at 757-446-9000.
  
  Thank you,
  Katina
  Executive Resolution Center

  Customer Answer

  Date: 03/21/2025

  
  
  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:01/28/2025

  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.

  I want to file a complaint against the ***** ****** For over a year now our paper has been late or a no show. I have called customer service numerous times to file a complaint about our carrier and nothing gets done. customer service is over seas. I have filed complaints online at ****************** as well. Prior to this particular carrier, we had no issues at all. I have asked, as well as my Dad has, that the paper be put on the window sill by the front door as my Dad is 91 eyars old and handicapped. He is unable to walk down the driveway to get the paper when I"m not home.
  The previous carrier had no issues in doing this for us. There have been days we havent gotten a paper no matter how many times i have contacted the customer service or its late.
  
  I called today 1/28/2025 to see if I could get a US based phone number to the ***** ***** to speak with a manager about this and was told they didn't have it and they would pass my message onto a manager. This too has been done many times, yet when I get off the phone with customer service I get no calls back. But when they call about a payment, my phone is rings off the hook. We pay our bills on time.
  Please try to resolve this issue or get me a new carrier. We pay good money for this paper and with that money pays their paychecks so we should be treated right.

  Business Response

  Date: 02/21/2025

  
  February 21, 2025
  
  Once
  again, sincere apologies regarding any inconvenience or frustration
  associated with your ***** ***** home delivery subscription.
  
  Your
  feedback and dissatisfaction is acknowledged and information you provided
  within this *** complaint as well as your  account is being
  reviewed.  Proper course of action will
  be taken if any standard procedures were not followed, if applicable. After
  reviewing your subscription, it seems that Customer Service had processed all
  applicable missed delivery credits which as extended your account's paid thru
  date as well as escalated to the local Distributor for assistance.  Please be advised that the standard
  delivery location is to the driveway but your special request to have the
  newspapers delivered to the window sill will reviewed to determine if this
  special request can be accommodated. Also, a credit adjustment in the amount
  of ****** was processed which was half of the remaining balance due as your
  account was recently restarted on February 19, 2025 as per your Customer
  Service contact. Customer Service will be in contact with you within the next
  5-7 business days to confirm you have received your  newspapers as scheduled.
  
  In the
  meantime, if you should you have any further concerns or would like any
  further assistance, please do not hesitate to contact our ***** *****
  Customer Service Department at *************
  
  Thank
  you,
  ******
  Executive
  Resolution Center
  
  
  
  

• Initial Complaint

  Date:01/25/2025

  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.

  After purchasing tickets at a gun show i received charges on my credit card from Virginia Pilot that I did not authorize. When I contacted virginia pilot I was told that I did not have an account. I was charged once in September and three times in Dec. Each charge was ****** for a total of ******. I want the charges stopped and my money refunded.

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Our
  sincere apologies regarding any inconvenience or misunderstanding associated
  with the Virginian Pilot.
  
  The
  information you provided within this *** Complaint and your feedback is being
  reviewed and proper course of action will be taken, if needed. Customer
  Service will be contacting you within the next 5-7 business days to obtain
  any proof of payment documentation as I am unable to locate any account
  information in our system.
  
  If you
  should you have any further concerns or would like any further assistance,
  please do not hesitate to contact our Virginian Pilot Customer Service
  Department at *************
  
  Thank
  you,
  ******
  Executive
  Resolution Center