ComplaintsforNews & Record

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Waited on phone to customer service for 55 minutes before receiving and answer. While waiting I had to listen to recorded promotionals for all the benefits of the news and record, including home delivery. As I was explaining the reasons for my complaint the phone went dead. I assume the gentleman I was talking to hung up. 2. My primary reason for calling was poor home delivery of the News and Reccord. Thoughout this year I missed receiving the paper a few times. For the last two weeks delivery has gotten worse. I did not receive the Sunday paper on August 14 and the Saturday paper on August the 20th. On Sunday the 21, the paper was not delivered until noon. I did not receive the paper yesterday, the 23rd nor today.

  Business response

  08/25/2022

  I will credit customer's account for one month for the issues. I will also get with Home Delivery Manager and get this issue resolved.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a recurring problem with not receiving my paper when I called to report it I am told we will send you a paper right away I never get I never never know l, so why did they bother to tell me a lie. this keeps happening over and over and I’m getting fed up with it. I tried to try to cancel my paper and they ignored me and sent me a bill for my next renewal so I decided I’d keep trying well this keeps happening over and over. I got service very well for a while and then all of a sudden I just don’t get a paper anymoreI and it does absolutely no good to call. I get a recorded message promising a paper I never get. I do. not want my name and address published about this but I would like to have some assurance that I can depend on getting my newspaper without having to call and beg for it. I have not received the paper since Tuesday that’s five days without a paper only empty promises and it keeps happening

  Business response

  08/08/2022

  Tim L****, Regional Triad Manager will get with carrier and manager and get corrected. I also credited account for two weeks for past issues.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a subscription to the Sunday paper, which I rarely get and when I do, the coupons have been removed. The sole reason for this complaint is I want this subscription cancelled, but they offer no way to cancel. You cannot cancel online and it points you to a phone number to call to cancel, which I have called numerous times and it gives a message stating that due to high call volumes they cannot accept any calls. I have tried all hours of the day, different days of the week and still get the same message. I have attempted to email their customer service and after a week still have not received a response back. It is against the law to have an automatic deduction taken from your bank account and not offer a way to cancel it. My account number is ***********

  Business response

  07/10/2022

  We have been experiencing system issues with our networks. I will have subscription and bank draft stopped. Thanks

  Customer response

  07/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to cancel my newspaper subscription. The Greensboro news and record can’t be reached. You call the correct number and you get a recording that says they can’t help you at this time. You email them and it bounces right back…… you can’t contact them. Poorest customer service ever. I haven’t seen a paper in 2 weeks. I am going to pay an in person visit tomorrow. ***** ****

  Business response

  06/28/2022

  We have had system issues, which affected telephone, email etc. last 2 days, that's why subscriber hasn't been able to reach anyone. Account will be stopped on 6.29

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I did not receive a renewal notice until the second notice came in the mail. I immediately dispatched a check for our annual subscription from my bank. In the meantime, they discontinued my paper. I called on 5/16/22 and told them I had submitted the check and they noted it was not credited to my account and would investigate and get back to me (which they did not). I even emailed them the bank information showing that the check had been cut and mailed. I called again on 5/18 and was told to give it another day or two. I still did not hear back. On 5/23, I called again and got a hang up at 1:28 PM. I called back and spoke with another gentleman and he said same thing I was told on 5/16. On 5/31 I called again and was told that I would get a call back from the supervisor which I did not. So I went to the bank and canceled my check. I then went onto the website and paid for an annual subscription by credit card, rec'd a notice that it had been received and my subscription was renewed. On 6/3, our paper again was stopped while I was out of town. I checked my credit card and they had only billed for me the amount that was due from the time my subscription expired to that date. I called my bank and they confirmed that the News and Record did NOT bill me for the annual subscription which is what I had submitted. I called again on 6/6 at 2:50 and the woman could not give me a reason why and said it would be referred to Billing. I have again heard absolutely nothing! I have had nothing but extremely poor customer service, promises for call backs which never come ...and they know I am angry. If they have filed with a credit company, I will be even more angry. I have been a subscriber since 1976. The time I have spent on this issue is inordinate and I'm tired, but my husband really wants the paper which if it were only me, I would cancel in a hearthbeat!

  Business response

  06/09/2022

  Customer was only charged $ 62.91, which was for a past due balance. Customer spoke with CSR English on 6.8, delivery is restarted for 6.11. Issue is resolved.

  Thanks

  Customer response

  06/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled the paper well in advance of the expiration date . I told them I would not be renewing and they continue to send and bill me for papers I did not want or paid for . I want the papers to stop being delivered and for my account to be closed . This is a scum business practice .

  Business response

  03/31/2022

  In order for us to reply to this question we need to know the subscribers name, address and phone number so we can properly look the account up.

  Customer response

  03/31/2022

   I am rejecting this response because: They know this information already . This is another complaint with this business . They have very poor practices .

  MY INFORMATION IS :

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

  Business response

  03/31/2022

  Now that we have the information we are able to look at the account. In looking at the account there has been no notice of a stop being submitted. That said I have put a stop in effective for Friday, April 1, 2022. If the customer has more information such as dates the calls were placed and who they talked to it can help us track down where the disconnect happened.

   

  That said the paper has been stopped and if there are additional questions an email can be sent directly to me at *************************

   

  Thanks

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We haven’t received A newspaper from the news & record in three weeks ,they sent the carrier to another location. Our neighborhood has mostly retirees,and we have been loyal to A products that is very unpopular. I keep getting the same response,that we’ll get another carrier. They’re still drafting payments out of my checking account. I would just like to get the physical paper. Thank You ***** ************* ***** ***** ********** ** *****

  Business response

  03/08/2022

  I have instructed the manager in the area do look into delivery here. The customer can contact us locally at 336.373.7179 Michelle N***** or contact Michelle at meimei.n*****@greensboro.com. I have instructed the customers account to be credited for one months delivery.

  Customer can email directly at bob.s****@greensboro.com

  Thanks

*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. ↩