ComplaintsforDayton Daily News

• Initial Complaint

  02/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My account with D.D.N is current with a deliver of six papers each week, however, with my paid up account I only receive half of my deliver papers. They say they have a problem with deliver drivers, however that is no concern of mine. This problem needs to be resolved.

  Business response

  02/15/2024

  Good morning,

  Thank you for contacting the Dayton Daily News. i apologize for the issues you have experienced with the delivery. I do show that we are using a substitute on the route while we are working to hire a new driver for your area. They are delayed in delivery until 9:45 am weekdays and 10:45 am on Sundays. We will reach the distributor on this issue of the paper only arriving half through the week as they should always be arriving each day just later than our goal time. Please if you experience any further issues with the delivery let us know. We can be reached at ************. 

   

  Thank you,

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

  Tier 2 Customer Service

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The paper was running a sales gimmick at a local grocery store, and I felt sorry for the salesperson and subscribed as a gift back in June of 2023. The family member I purchased the physical paper as a gift for only had one paper delivered in the several months I've had the subscription. I didn't find out until a few months later. Like clockwork, my card is charged monthly but the paper still doesn't get delivered. I have tried to email and call, but I have not been able to get in contact with anyone at the paper to resolve this. I was able to log in to my account, but there isn't an option to cancel and the help/support emails I sent haven't been answered. I have tried contacting them by email and phone multiple times. Whenever I call the customer service number (which was very difficult to find!), I am put on hold without a rep ever answering. The last time I called, I was on an endless hold loop for 45 minutes before hanging up. I want a refund for all except the first month since my family only received one paper since I signed up. I also want to cancel my account.

  Business response

  02/15/2024

  We were able to locate a subscription attached to your name with the information provided. The account has been closed and the last 2 charges will be refunded back to your payment method. We apologize for any inconvenience.

  Customer response

  02/17/2024

  
  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

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a Sunday only subscriber to the Dayton Daily News. I have not received a paper in 5 weeks. I have called customer service to complain and am always told they are sorry and will pass it on to the delivery supervisor. They refuse to give me the number to the supervisor so I can discuss the problem with them. I paid my subscription in March of 2023 for the entire year. I know for a fact subscribers not 2 miles from me are receiving their papers. I fail to understand why I am not getting the paper. Thank you for any assistance.

  Business response

  12/19/2023

  An escalated complaint has been sent to Distribution.  Please call us this Sunday before 12pm if your paper doesn't arrive at 888-397-6397.  I will follow up with you next week to see how we need to proceed, if further action is required.

   

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July of this year, they assigned our paper carrier to another area. Since then, it has been a problem to get our paper delivered. They only print the paper 6 days a week and we are lucky if we go one week with 6 deliveries. When the carrier started in July we found the paper in the road, culvert, driveway, wet or not fully there for the first two and a half weeks. After that we receive it whenever I guess the carrier wants to deliver it. Over 30 phones calls to report a problem. Always told we will receive it that day. There is supposedly a team to re-deliver missed papers. This team if there is one doesn't even keep up with all the missed papers. This past Sunday over 20 complaints called in just in my neighborhood. They always say they are fixing the issue, but I don't believe them. How can one carrier do such a poor job and still retain a job? I am sending my old carrier a nice Christmas bonus for the awesome job he did from January- June this year and this new carrier is getting nothing. I may end up canceling my subscription when the missed paper credits run out.

  Business response

  12/11/2023

  Good morning,

  Thank you for contacting the Dayton Daily news. I apologize for the issues you have experienced with the delivery of your newspaper. I am showing that we are currently working with a substitute driver somedays due to the main carrier having car problems causing these missed deliveries. We will reach back to the distributor on this issue to insure that a paper is arriving to you each day and that when a redelivery request is reported that they are arriving with your paper. I have applied a 2 week credit to the account for this issue. Please let us know if you experience any further issues with the delivery. We can be reached at 888-397-6397. 

   

  Thank you, 

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

  Tier 2 Customer Service

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been a paper subscriber to the Dayton Daily News (DDN) for years - at least before 2010, probably back to the 1980s. Delivery service of the paper edition deteriorated to the point that, if we wanted a paper, we had to make a phone complaint. In August 2023, tired of this hassle, we tried to switch the balance of our subscription to digital-only (digital was already included with the paper subscription) but DDN 'customer service' refused to do this - "not our policy". Customer service was clearly told that, if we couldn't switch to digital, we would let the subscription expire completely and revisit this matter later - 30 days after expiration. This was truly poor service for any organization, but it's been the recent hallmark of DDN. The subscription did expire. No more papers were delivered. The electronic subscription ended. However, a month later DDN send a bill for $63.59 for their so-called "grace period" - that somehow we were supposed to pay for the papers not deliverd or the ended e-subscription? After numerous calls to 'customer service' nothing was resolved - no subscription. Customer Service was rude and unprofessional, basically accusing of of trying to scam the newspaper. On 11/3/2023 and again on 11/16/2023 DDN sent an unsolicited email offer for a digital subscription for $52/year. Okay, I'll bite. But, per phone call from Cox Manheim (937-610-7492) on 11/21/2023 DDN wouldn't honor that written offer. But, he said he was knock-off $40 from the $63.59 invoice and then I could get a digital subscription for a mere $119.88/year. On what planet is DDN located? Resolution: 1) DDN needs to write off the $63.59 or any other goofy amounts they're claiming and 2) DDN needs to honor unsolicited written offers - $52/year for an e-subscripton.

  Business response

  11/22/2023

  Good morning,

   

  Thank you for contacting the Dayton Daily news. I apologize for the issues you have experienced with the account and the restarting on that digital offer. I have gone ahead and waived the back balance as requested and wanted to assist you in start this 52 week digital order. Please reach us at ************ and we can assist you with placing this order. 

   

  Thank you,

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

  Customer Service Tier 2

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the last week, I renewed my digital Dayton Daily News (DDN) subscription. First of all, the initial customer service representative (CSR) who I spoke with was difficult to understand. I informed her that perhaps secondary to her headset and/or phone/Internet connection, adjustments needed to be made. The CSR indicated that she couldn't do anything about that. Not being willing to address technical issues so that clear communication channels are provided to customers at all times is poor customer service. I then hung up and called back. I then spoke with Racine. It was easier to hear her than the previous CSR. I informed Racine that I renewed my DDN subscription and that after logging into and out of my account multiple times, the entire article did not appear. Only the first couple of lines appeared with a message underneath advising me to either subscribe or access my account. Racine walked me through the steps to clear my cache. (I had already done that a couple of times before calling DDN.) After informing Racine that it still did not work, she indicated that she was not IT (information technology) and that there was nothing else she could do. I asked for ITs phone number. Racine indicated that she did not have phone numbers. DDN provides some of the worst customer service that I have ever experienced. I paid for a subscription to the DDN. It is their responsibility to ensure their customers are able to access what they paid for.

  Business response

  11/08/2023

  We apologize for any difficulties in accessing our online content. We strive to make our website and app compatible with the widest range of devices possible but we cannot guarantee our product will work the same for everyone. Our digital help reps use known troubleshooting techniques to help customers access content. Based on the notes on your subscription, the representative was able to change your password and login to your account themselves while on the call. The issue does not appear to be with our software. Please check our device requirements if using the app. There is also an email for app support here: mobile@coxohio.com If using the website, the latest browser version is required.

  Thank you for supporting local journalism!

• Initial Complaint

  10/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Continue to have problems with delivery of Dayton Daily News. Especially when there’s a delay due to technical or other issues. When speaking to an agent, routinely told “it will be delivered later” when asked to speak to a supervisor or manager told “would only get the same response.” We never received a newspaper on these occasions. Latest problem today 6 Oct 2023 previously Friday 29 Sept and Sunday 24 Sept 2023.

  Business response

  10/17/2023

  I'm sorry that occasionally you have delivery problems.   Please feel free to email me directly at ******************************** also for an immediate response.  Again, I apologize for any inconvenience this may be causing.

  Customer response

  11/01/2023

  To Whom it may concern

  Regarding complaint against Dayton Daily News. 

  ID # ********

  The business response was not satisfactory:

    Just a sorry for the inconvenience and you can contact me at Dayton Daily News email. (No Name) 

    Since I do not have email (no computer) I'm not able to contact "me". 

    Would like to at least speak to a person. Everything at DDN is a recording.

  Sincerely,

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

  P.S. These problems are continuous - over a period of several years.

  Business response

  11/02/2023

  I'm sorry for the vague response.  When you have delivery issues and need to contact Customer Care, call ************ and don't press any buttons until the 3rd round of prompts or until you hear the recording say "to speak with a Rep press the #8", then a live agent will answer the phone. If there's anything we can do, don't hesitate to give us a call, thanks and I am sorry for any inconvenience this may be causing.

   

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

  Tier II Rep

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have service for 6 days a week and are lucky if we get 2 paper a week. Tired of anticipated a paper and get none. I want a refund. This been going on since

  Business response

  08/29/2023

  Good morning,

   

  Thank you for contacting the Dayton Daily news. I apologize that you have been experiencing these issues with the delivery. We will apply a 1 month credit to your account for the missing deliveries and reach the distributor on this issue. Please if you experience any further issues let us know. We can be reached at 888-397-6397. 

   

  Thank you,

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

  Tier 2 Customer service

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had been a DDN subscriber for over 20 years and was on a pay as you go plan. I decided not to continue my subscription for awhile and as such did not make my next payment. DDN then continued delivery and charged me $8.13 for papers I did not request. When I asked about getting this payment cancelled they told me that there was a grace period that I was liable for. I did not agree to any grace period and id not request it. I would like the charge of $8.13 for papers I did not request waived.

  Business response

  06/27/2023

  Billing has been adjusted with the grace amount being cleared.  Thanks, and sorry for any inconvenience this may have caused.

   

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

  CSR Tier II

  Customer response

  06/27/2023

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After I subscribed for a digital subscription to the Dayton Daily News (DDN), I asked that my credit card information be removed from their system. I am trying to protect my credit card from hackers and illegitimate charges as much as possible. That includes asking businesses like DDN to not keep my card on file. I was assured that my credit card was removed from the system. During the last several weeks, I received multiple letters via postal mail informing me that my credit card will expire soon. In the meantime, my card was charged for my subscription. I do not appreciate being told that my credit card information was removed when it wasn't. During the week of May 14, 2023, I called DDN. Customer service representative ****** told me that it is required that a credit card is on file for digital subscriptions. I asked to speak with the publisher of the DDN. ****** told me that she could not provide me with that information. I asked to speak with ******'s supervisor. She told me she could have the supervisor call me. Not wanting to waste time and energy playing phone tag with the supervisor, I asked ****** for her supervisor's name and phone number. She told me that other than his first name - ****, she could not give me that information. I told ****** that was poor customer service and that I will be filing a BBB complaint. Is DDN truly customer service oriented? Does DDN truly care about its customers? Is DDN interested in retaining its subscribers? If so, customers' wishes to not have their credit cards kept on file should be honored and respected. Also, customers should be able to contact supervisors direct. That includes providing customers with supervisors' names and phone numbers. I expect a phone call from a supervisor. I expect that my credit card is not kept on file at any time going forward.

  Business response

  05/23/2023

  Rest assured your card has been removed from the system, It was my pleasure speaking with you and please call us moving forward to assist with future one-time payments.

   

   

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

   

  Customer response

  05/23/2023

  
  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.
  
  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. ↩