ComplaintsforDayton Daily News

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed to the paper over 7 weeks ago to be delivered to my mom who is elderly and unable to drive. After the third week of not getting the paper, I sent an email as they are closed by the time I am available to call. They credited back the missed weeks and advised calling if it is not received by noon each week. The fourth week, I called by noon and was told the driver was running late. My mom received the paper in the evening that day. I believe only because I called. She did not get one the next two weeks while I was on vacation, so I again sent an email and was told this route is driven mostly by substitute drivers and sometimes things get missed. But again to call by noon those days. Today is week seven and again it was not delivered. It is a waste of time to call and have to send an email for a one day a week delivery, but with my mom unable to get out of the house, she really wants this paper. There needs to be more done to ensure employees are doing their job.

  Business response

  08/22/2024

  Good afternoon,

   

  Thank you for contacting the Dayton Daily news. I apologize that the paper has not arrived to you consistently. We do show that this route is currently down a driver and is using substitutes for the deliver, but the paper should only be on a delay and not missing completely as reported here. I have applied this missing week back to the account and will follow back up with the distributor on this issue. Please if you experience any further issues this Sunday let us know. We can be reached at ************. 

   

  Thank you, 

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

  Tier 2 Customer service.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that I would get the paper for a trial period and then no longer be billed. They continued to bill me and I did not receive the paper for two months before I caught it. They said they sent emails that it would automatically renew but I never received them and originally I was told that it would not be ongoing payments. They said they would credit me back, but when I pressed them on how much credit would I receive they said one week. Then they said they could request more credit but it would need to go through some sort of process and it was not guaranteed. The man at Meijer who was selling subscriptions was outright dishonest and they appear not to be concerned with making the situation correct. This is another one of those situations where they where say anything to get your business upfront then use deception to try to keep payments going unbeknownst to the consumer.

  Business response

  08/05/2024

  Hi, the 2 months have been added back to the account taking the account out until end of Oct at which time the automatic payment is scheduled to come out.  Left Customer a message about auto pay and corrections made to account.

   

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cox Media recently initiated contact with our organization regarding participation in a contest for the "Best of Butler County." Initially, our point of contact was ****, who regrettably provided limited clarity on the operational procedures. Given their affiliation with the Journal News, we entrusted that this opportunity held merit. A payment of $400 was made to secure our entry into the contest. Upon inquiring about the information to be featured on the Journal website, we promptly furnished **** with the necessary details. Subsequently, **** extracted a random tracking number from our website without authorization, leading to inaccuracies in our analytics data and consequential tracking discrepancies. Our attempts to address this issue with **** proved to be unfruitful after numerous exchanges. In light of these unresolved complications, we conveyed to **** our unequivocal insistence on the removal of all our submitted information. As a company with trademarked logos and names, we maintain stringent control over their dissemination. It is imperative that our branding assets be managed in accordance with our established guidelines and without unauthorized alterations.

  Business response

  07/17/2024

  Hello *** ******

  You bought a print and digital package from us in recognition of your finishing as a finalist in the Best of Butler County contest. This package included a print ad in our section and a digital listing within the contest platform. Through several correspondences with you about the ad you mentioned that we used the wrong phone number in the ad, which was approved by you in the initial correspondence. We did offer to correct the ad with the correct phone number, you stated you wanted the ad pulled instead, we took the ad down within 10 minutes of your call with us and a refund issued to you in the amount of $100. The print portion of the ad ran correctly and work was done to produce the ad and place it, hence the reason for only a partial refund.

  Thank you,

  Cox First Media

  Customer response

  07/17/2024

  
  Complaint: ********
  
  None of that is true.  You did not take the ad down in 10 minutes. The ad was up for several days.  You did not give me any refund.  I am requesting a full refund.
  
  Sincerely,
  
  **** *****

  Business response

  07/18/2024

  We are in the process of having a check cut for the $100 credit for the digital portion of this package. *** ***** will be receiving it in the mail.

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:  that is not an acceptable resolution.  We are now worse off from the interaction that we had with you than we were before we started.  Please refund the entire amount and remove the ad immediately.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took a promotional service with them for the newspaper to be delivered at 1584 Courter Street, Dayton Ohio 45417. The promotional included the digital subscription. For 2 to 3 weeks, I never received the paper so I canceled the subscription. The CSR never informed me that I would to cancel the digital. On Friday June 14, 2024 I was automatically charged $7.99 on my original form of payment from March 18, 2024 of $.99. I called today and spoke with 3 different individuals who gaslighted me stated I setup the digital subscription after I canceled the newspaper. I never did that at all over the last 3 months. I never thought about their services until I received and unauthorized charge of $7.99. They used my credit card dishonestly and put they left that information in system and they and after three months I got charged. I don't what the $7.99 covers. Now they want to give me a partial refund. I want the full and I want them to remove my credit card information off the files and never charge me again. I want an apology from the 3 guys that I spoke with and an apology from that department manager. They refused to let me speak to their manager.

  Business response

  06/18/2024

  Good afternoon,

  Thank you for taking the time to speak with me today regarding the problems you experienced with the account. I have the account closed per your request and we are issuing a refund for the 7.99 charge that was made. I am also going to have the calls pulled so that we can speak with the representatives spoken with on this issue. I apologize for the inconvenience this has caused. If you need to reach us further on this issue please contact ************. 

   

  Thank you,

  ****** ****** 

  Tier 2 Customer service

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  WE are 40 year subscribers to the Dayton Daily News. We live down a long (600 feet) paved driveway and have the paper delivered to our house. Our carrier decided to toss the paper at the street-end of our driveway. This is inaccessible to us. We are 76 and 82 years old. Walking down to pick up paper at 6 AM and walk back is impossible especially in the dark or bad weather. We have called DDN 7 times and always get the promise they will have paper delivered to our house. This has not happened. The large paved circle in front of our house is 22 feet wide. Semi-trucks navigate it with ease. Amazon and UPS can park side-by-side. We hate to cancel our subscription, but we hate to pay for something we cannot get. The carrier's response is that there is sometimes a car parked there. As the pictures show, this is not a problem. We have a large garage and there is only a car there once in a great while, parked over to the side.

  Business response

  06/13/2024

  Distribution has been emailed regarding placement of your Newspaper.  Please contact us if delivery doesn't change at ************ thanks.

   

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April I signed up for 8 wks of newspaper from Dayton Daily News. The price was $17. They told me I could cancel at any time, just call and let them know. I called the 3rd week of April to cancel it. They told me it will be stopped May 10.. I call them every week to let them know I'm still receiving the paper every Sunday.They always tell me no supervisor is there when I call. They told me a supervisor will call me back but he never does. I told them I throw it away cause I don't read it. They keep telling me they have different drivers and they will make note to stop delivering papers here. I have a bad back and am tired of picking them up. Can you please make them stop? They aren't charging me they said and told me to just throw them away. They think it's ok to throw papers in my driveway. After I called them to stop about 15 times.

  Business response

  06/06/2024

  Distribution has been notified with a BBB complaint code to stop all Sunday Delivery.. I will follow up with the Customer in the upcoming days to make sure Sunday delivery is stopped.

   

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

  Customer response

  06/09/2024

  I received another Dayton Daily Newspaper today Sunday. After you said they would stop.

  Customer response

  06/09/2024

  Dayton Daily News is still throwing their newspaper in my drive. You set msg they said they would stop. Please help me with this issue now.

  Business response

  06/10/2024

  Good morning,

  Thank you for contacting the Dayton Daily News. i apologize that the paper has continued to arrive to you after the follow up we have sent to the carrier. I am reaching back to the distributor for further assistance with the driver to have this stopped. Please if any further papers arrive to you let us know. We can be reached at ************* 

   

  Thank you,

  ****** ****** 

  Tier 2 Customer Service

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a free trial of the newspaper in the fall of 2021. The free trial ended in early 2022. I stopped receiving newspapers around the same time. I thought that meant the trial was over. Now, trying to close a credit card account, I find out that I have been charged $21.99 monthly for over 2 years for a newspaper I never received! I called them to cancel and ask for a refund and they said the best they could do was 2 months worth of a refund because I never called to tell them I wasn't receiving the newspaper. I wasn't expecting a newspaper ever, so why would I call to tell them I wasn't getting it!?!? They claim to have sent me an "autorenew notice" which I do not recall getting. Even if this notice exists, I still never got a newspaper. This is horrible and unethical. They owe me $600 for over 2 years worth of payments for a newspaper I never received. They are a scam!

  Business response

  06/06/2024

  We do not solicit free trials, subscriptions only.  The Customer Service Rep explained it correctly, as our Accounting Dept will only do a refund of two payments, the other transactions would have to be disputed with your Financial Institution.

   

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

   

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This letter is regarding the above indicated subject-Poor Delivery Service. My family’s history with Dayton Daily News dates back to the days of Journal Herald (morning paper) and Dayton Daily News (evening paper.) My paper has always been delivered on the front porch. However, for the past year and a half my paper has been delivered everywhere except the front porch. Please Note the Following: Day paper was delivered in yard: Saturday October 1, 2022-Saturday October 22, 2022. On Sunday October 23,2022 I talked to someone by the name of *****. I requested that my paper be placed on the front porch. Often times when my paper is thrown in the front yard it lands below the porch. I cannot see the paper. My front yard is slanted downhill. Several times the paper was thrown in the driveway next door (neighbor’s house.) My driveway is in the back of my house. I was not about to argue with a neighbor about a newspaper because I could not prove that the paper was actually mine. On October 10, 2022 I spoke with someone by the name of Jessica. The young lady said she would speak to someone re: putting my paper on the front porch Monday October 24, 2022-Saturday October 25, 2023. On Friday February 3, 2023 my paper was lying in the yard on the side of my house. Friday March 3, 2023 the paper was delivered on the walkway in front of the house. It rained all day, my paper was “soaked”, could not read it, I had to throw paper in the trash. -2- Monday October 31, 2022- Friday February 24, 2023 paper was delivered on walkway in front of my house. On Wednesday February 22, 2023 it was pouring down rain while paper was in the yard. Monday October 17, 2022-Sunday May 14, 2023 are various dates that I received no newspaper whatsoever. On Saturday December 17, 2022,1 contacted Dayton Daily News, was told there was a high volume of calls, please call back later, I received no paper. However, the paper was delivered with the Monday’s paper on December 18, 2022. Friday December 23, 2023 I called Dayton Daily News two times, was told that paper would be delivered by 4:00 p.m. that was a lie in itself. No paper was ever delivered on December 23, 2022. Every morning (seven days a week) I have to call Dayton Daily News to remind that I have no paper. Each time I am told a different lie about what time I should have my paper delivered. Flowever, I do not have to remind the company when my payment is due. Dayton Daily News has no problem remembering the date to withdraw their money. Due to lousy delivery service several of my family members and some other individuals (long time subscribers) chose to terminate their subscription. I would prefer to continue doing business with Dayton Daily News. If I continue receiving the delivery service that I have received since October, 2022 I have no other choice but to “cancel” my subscription. Thanking you in advance for your prompt attention regarding this subject matter.

  Business response

  04/18/2024

  Good morning,
  

  Thank you for contacting the Dayton Daily News. I apologize for the issues you have experienced with the delivery. Currently we are only able to guarantee placement of the paper to the driveway/walkway of the property as we do not have a set carrier for your route. We are working with substitutes each day with a delay of 9:45 am to finish the route. We will continue to work towards hiring a new carrier to assist with the delay in your delivery. While you wait for the paper to arrive please note we have an online version to view at editions.daytondailynews.com. Please if we can assist you further reach us at ************.

   

  Thank you,

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

  Tier 2 Customer Service

  Customer response

  04/28/2024

  I can pick up papers placed on the walkway. However, many times the papers are thrown in my yard, my basement window facing the side street and a few weeks ago the Sunday paper was dropped on the sidewalk.

  Business response

  04/30/2024

  As stated previously, we will deliver the paper to the walkway going forward. Once a permanent carrier is assigned to your route, we can submit a placement request to place the paper on the porch. 

  Thank you!

  Customer response

  05/08/2024

  
  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

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/21/2024 I entered speedway at **** * ********* ***** *********** ** ***** to use the atm and grab a few small items. There was an older African American gentleman who stated they were trying to get people subacribed to the paper again. I replied I don't read the paper to subscribe everyday it would be a waste. He stated he could get me subscribed to Sunday only for $8 per month for two months if I had a card with me. I agreed he entered my information into a tablet and once done he was at the signature page. I asked are you sure it will be eight dollars, he didn't hesitate he said you'll see an eight dollar charge and your paper will start this sunday 3/24/2024. For signing up you also get a ten dollar gift card to use in store ok sounds good. On monday 3/25/2024 I noticed the paper was never delivered. I called the office and it was closed and was unable to speak to a person. I decided to wait until tuesday 3/26/2024 and decided to check the gift card balance. To my suprise it was a five dollar card instead of the ten dollars he stated. I then checked my bI called the office on Tuesday 3/26/2024 upset tOn 3/21/2024 I entered speedway at **** * ********* ***** *********** ** ***** to use the atm and grab a few small items. There was an older African American gentleman who stated they were trying to get people subacribed to the paper again. I replied I don't read the paper to subscribe everyday it would be a waste. He stated he could get me subscribed to Sunday only for $8 per month for two months if I had a card with me. I agreed he entered my information into a tablet and once done he was at the signature page. I asked are you sure it will be eight dollars, he didn't hesitate he said you'll see an eight dollar charge and your paper will start this sunday 3/24/2024. For signing up you also get a ten dollar gift card to use in store ok sounds good. On monday 3/25/2024 I noticed the paper was never delivered. I called the office and it was closed and was unable to speak to a person. I decided to wait until tuesday 3/26/2024 and decided to check the gift card balance. To my suprise it was a five dollar card instead of the ten dollars he stated. I then checked my bank account balance to make sure the correct amount was taken and it wasn't. I called the office on Tuesday 3/26/2024 upset explained to the representative I just wanted to cancel paper had not started. I asked for the address to mail back gift card due to incorrect funds. Explained I canceled before because of delivery issues. He offered to save me and after two months it would be eight dollars at that time and I declined. He placed me on hold for a long while and came back and assured me the account was canceled and I would receive a refund in five business days. The refund has not occured and I haven't received any feedback. I would like my money refunded due to the paper not starting and the representative needs to be coached on the proper way to promote the newspaper without being misleading.

  Business response

  04/09/2024

  The subscription has been closed and a refund processed on 4/2/24. The mailed check could take 7-10 business days to be received. 

  We apologize for any inconvenience.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charged $14.99 every month from 8/13/22 - 2/15/24 for a service that I have never had or used. I have called multiple times. I have filed a dispute/fraud document and have had no assistance getting this issue resolved. I have even called my bank and had them cancel my card to avoid further charges, but somehow Cox continues to charge me every month on my new card number. I just want this issue resolved and my card taken off of whatever file it may be on.

  Business response

  02/16/2024

  We have cancelled the account effective 2/17/24 and a refund will be issued for the most recent payment. We apologize for any inconvenience.

  Customer response

  03/13/2024

  Consumer informed BBB the issue had been resolved.

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