ComplaintsforOrlando Sentinel

Newspaper

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Mar 15, 2024, my daughter called to cancel my subscription since we were moving out of state. She was told that my credit card would not be debited on Mar 22. It was debited for $391.92. She called on May 20, 24 and then on Jul 15, 24 to get a refund. On the July call, she spoke to Jan and Supervisor ****. **** sent a email/message to the finance people to get a refund check sent out to our new address in ********. Instead of a refund, the account was reactivated without permission. We found this out when we called on Oct 29, 24 to figure out where was the refund. We have not seen any newspaper or paperwork that supports this reactivation but we do get renewal notices forwarded via ****. After talking to ****** and then Supervisor Andie, Andie permanently cancelled the account and then asked for 48 hours to immediately handled the refund. She said we would be called back within that time frame. We have heard nothing and have received no message or voicemail. Every time my daughter calls, its the same excuses. We just want the amount refunded either in a check or back to my credit card. This is no way to run a business!
Business response
11/15/2024
November 15, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Orlando Sentinel.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. Please be advised that due to your additional information provided, I have processed a refund in the amount of $396.82 back to your credit card charged associated with your last payment. Please allow up to ***** business days for this to be applied back to your credit card due to standard processing times.
I tried to contact you directly to discuss this matter but reached your voicemail. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
11/18/2024

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
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I continue to get emails from Orlando Sentinel, although I have unsubscribed at least 20 times, I am still getting emails. This is very frustrating and unacceptable.
Business response
11/06/2024

November 6, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Orlando Sentinel.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. Please be advised that I was unable to find your email address associated with any active or former account(s) in our system. Due to your feedback, I have escalated your request to remove your email address ******************** from any further emails with our Privacy Team. Please allow up to 7 business days for this to take effect due to standard processing times.
If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
11/06/2024

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
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a subscription and received an email confirmation for my Premium Digital Access Subscription. This subscription is described as "Full Access to our website, app, daily e-edition, ad-free reading, full digital access to our 50+ local news publications nationwide." I sign in to my account. It says "Limited Access, Subscribe for access." Most articles tell me to subscribe and my access is blocked. This is about 500 times more trouble than a $1 subscription is worth. As a newspaper, you seem to have lied about what a subscription offers. You took my money and delivered nothing in return. Is your news reporting as untrustworthy as your advertising? I want access or my money back. For all the trouble, you should give me 20 times my money back, but I know that's not how it works. Please explain to me why my money was taken and I received nothing in return.
Business response
11/06/2024

November 6, 2024

Our sincere apologies regarding any inconvenience or misunderstanding associated with your Orlando Sentinel digital subscription.

The feedback and information you provided within this BBB Complaint and your digital subscription is being reviewed and proper course of action will be taken, if needed.Your digital account is currently active and **************** has been in contact with you to assist with your digital access concern. **************** has been trying to contact you by phone and/or email to confirm you can now access the Orlando Sentinel with no further concerns at this time. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel **************** Department at ************.

Thank you,
******
Executive *****************
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
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.
Over the past year I have been billed ***** and the original subscription was supposed to be much less.Ive called 3 times over the course of the past year and they still continue to bill me at higher and higher rates.I would like them to cancel my subscription and refund me $400, which is more than I agreed to spend. I agreed to spend the $35, but not the increasing amounts they billed me after I called to cancel. Attached are two examples of the escalating fees
Business response
11/04/2024
November 4, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Orlando Sentinel digital subscription.

The feedback and information you provided within this BBB Complaint and your former digital account is being reviewed and proper course of action will be taken, if needed. Please be advised that no notations are reflected on your digital account indicating your request to stop your subscription. Any credit card charges processed were for the unlimited digital service of which continued as per your active account's disclaimers associated with your subscription. Criteria and details for all subscriptions are provided with all our new start promotional offers, billing statements and any other correspondence. Your digital subscription was now cancelled effective November 1, 2024. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. In the interest of fairness, a credit adjustment in the amount of $127.92 has been processed associated with your credit card charges from July thru October 2024 due to your information. A refund check in the amount of $127.92 will be mailed to the address reflected in this BBB complaint which will be received within the next ***** business days due to standard processing times and mailing timetables.

Customer Service has been in contact with you directly regarding this matter. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel *************************** at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
10/06/2024
Complaint Type:
Delivery Issues
Status:
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.
On or about 18 September I paid $118 to Orlando Sentinel for a newspaper subscription for delivery on Sunday and Thursday Despite numerous calls to customer service I have received no papers. Nor can I access the digital *********** I called twice to no avail.
Business response
10/17/2024
October 17, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries could be temporarily 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. After researching your subscription, it seems **************** had processed the missed delivery complaints and credits as well as processed your cancellation request effective October 8, 2024 during your **************** contact on October 6, 2024. Due to this feedback, I have processed an overall credit adjustment as well as a full refund of $27.92. This total refund check equates to the full amount of your payments received as well as delivery surcharges. Please allow ***** days for your refund check to be received due to standard processing times and local mail timetable.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
09/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My parents started subscribing to the Orlando Sentinel when they moved to ************ in 2012. It is in my dad's name, *****************************, account *********. Over time the rates increased, and my mom (my dad died in 2017) continued the subscription even as it went an an exorbitant rate of over $450 per quarter! In June, my sister called to cancel the subscription, talking to someone in another country with an accent hard to understand. This was confirmed by phone. However, the paper continued being delivered, with my mom receiving an invoice for $62 in August (which she did not pay). My sister called in August to let them know it had been cancelled, and I sent an message to the Orlando Sentinel through their website. I received no response. Then yesterday, 9/3/2024, my mom received another invoice, this time for $85, which again she will not be paying. My sister called again this morning (as always someone in another country with an accent hard to understand), and was told there will be no more invoices, and all taken care of. She has been told this before.My mom is not seeking any compensation for the exorbitant prices she has been charged, simply that no more bills come to her. She is 92, and gets very bothered receiving invoices for services she does not want and has had cancelled.
Business response
09/17/2024
September 17, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with your parent's former Orlando Sentinel home delivery subscription.
The information you provided within this BBB Complaint and your mother's home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised that after researching this Account ********* there were no notations of any stop request in June therefore the account continued. Due to your feedback, and in the interest of fairness, I have made a credit adjustment of any balance due in the amount of the current balance reflected of $78.00 therefore no balance is reflected at this time. Please disregard any bill statements received as they are no longer valid and no further calls for this matter as there is no outstanding balance currently.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/17/2024

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
08/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am not an Orlando Sentinel subscriber; however several weeks ago I was conducting research online about various candidates running for local offices. During a ****** search the Orlando Sentinel link was suggested as a possible resource so I clicked on the link and was brought to a Sentinel page which provided details on a number of the candidates. While reviewing the information, a Sentinel pop up requested my email address, which I provided, to continue accessing the page. I provided my email ****************** address and a day or two later began to receive at least a dozen News Alert emails daily from ******************************************************* Since then I have unsubscribed at least half a dozen times and continue to receive the emails. If I had known that that the unsubscribe link in their emails was bogus and they were going to continue to SPAM me daily I would have never provided my email address.
Business response
09/11/2024
September 11, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Orlando Sentinel.

The information and feedback you provided within this BBB Complaint has been reviewed and proper course of action has been taken. Your email address indicated has been removed and/or unsubscribed from any emails associated with the Orlando Sentinel. **************** has contacted you to acknowledge and confirm that your email address has been removed as requested from any further emails and designated as "Do not email".

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/11/2024

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
08/04/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Greetings. I have been a subscriber for over 25 years with the Orlando Sentinel. Over this very long time there has been a day or two when I did not receive my paper. And I have been understanding about it. But in the last week and a half it has been an almost daily issue with the paper. There has been five (5) no deliveries. During the other times the paper has been deliver late (which caused me to have a soggy paper when I got home from work). The subscriber website is not that much of a help. You get a "credit" but have no way of knowing if it went through (since the site does not show your subscription date). The paper is fast becoming a luxury that can be dropped (due to the non-delivery and lack of customer service).I was finally able to reach a real person who was really no help.Can the BBB help in this matter?
Business response
08/16/2024
August 15, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Orlando Sentinel home delivery subscription.

The information you provided within this BBB Complaint and your delivery concerns associated with your account is being reviewed and proper course of action will be taken, if needed. We appreciate your patience and understanding while we work towards a resolution.
Please be advised since there may be temporary delivery delays due to open route concerns in the local area at this time therefore your newspaper 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. **************** has processed the missed delivery complaints and credits which have adjusted your account. Due to your feedback and in the interest of fairness, I have extended your subscription an additional two weeks of delivery service. **************** will be in contact with you within the next 7 business days to confirm your deliveries have been received to your satisfaction.

In the meantime, if you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

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

Customer response
08/16/2024

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
06/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We contacted this company to ask to stop digital newspaper in March of 2024,. They stated that they would give us a deal to keep the digital paper. We agreed. We were supposed to get a refund in the amount of $44.10. After MULTIPLE calls we still have not received this money. I dont know what to do anymore we keep getting lied to .
Customer response
06/19/2024
Just wanted to inform you that after I told them I was contacting the BBB they finally returned the money.

Thank you for your time
****
Customer response
06/20/2024
Just wanted to inform you that after I told them I was contacting the BBB they finally returned the money.

Thank you for your time

****
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
NO PAPER: Started a subscription on May 22, 2024 to start on May 26/Sunday's paper; the Memorial Weekend. This is a very sentimental and special time for our friends and family the Patriotic honoring our Troops for Memorial weekend and now D Day is near as we have family that fought for our freedoms in the WW1, WW2, ************, ******* Wars, even my Aunt worked in the *********** and luckily she called in sick that day of 9/11.I'm trying to plead for our country to reinforce their services for newspaper as it is dear to our hearts all over the ************************. I've literally have worked at that ************* location here in Orlando, Fl back in *************************************** the ** for delivery. I'm more concerned than I am disappointed. And I will be making reference to CSPAN and the Whitehouse.gov so they can see if it's not too late to remedy a reevaluation or recovery for what could/can be going on!?!?!?Today is June 5th, 2024 and we have never received any paper delivery. We have several confirmation; my last confirmation today for NO PAPER deliver issue was 0605154INC.I've notice all calls are outsourced to another country as to when I speak with someone over the phone every single time which is another reason why I'm so concerned for American businesses being rendered; unfortunately.The agents are in other countries are nice but very robotic, meaning there's only so much they can do obviously and unfortunately as I have to share this disparity as a First Class American Citizen who sincerely love my American services and patriotisms which is not available anymore as I report to date.
Business response
06/19/2024
June 19, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel Sunday Only home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore 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. After reviewing your subscription, it seem you cancelled your home delivery account during your **************** contacted on June 10, 2024 which was effective June 11, 2024. A full refund has been processed so your refund check in the amount of $32.70 will be received within the next ***** business days due to standard processing times.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
06/20/2024

Complaint: 21807945

I am rejecting this response because:

Sincerely,

**********************;
Customer response
06/20/2024
If I was to receive a complimentary paper to acknowledge that you truly do have deliveries; then I would be more than happy to reactivate my subscription. I would even be delighted to do an entire weekly subscription for the sake of civility for the service. However, being that there is literally no service at all for residential home deliveries; unfortunately, I am not willing to keep a payment sustained under these circumstances. The moral truth is that "there is no home deliveries anymore". Also all calls are routed out of the *********** which is an entirely different country than the *** and they are the only ones that answers and responds to all calls from the only number that works which is **************, the other number ************* is disconnected. Lastly again, if I were to see a Orlando Sentinel paper at my front door, I would be delighted to activate service in my country, state and city of Orlando. This discerns me as a non-existence of home deliveries of the Orlando Sentinel Newspapers and a disloyal, false advertisement to state otherwise. My validity sustains in this matter as unacceptable.
Business response
07/03/2024
July 3, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel Sunday Only home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore 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. Your local Distributor has been advised of your request of Sunday delivery service so **************** will contact you directly to discuss further within the next 7-10 business days for your request.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** 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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforOrlando Sentinel

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary