Complaints

This profile includes complaints for Bay Area News Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bay Area News Group

  208 Lindbergh Ave Livermore, CA 94551-9512

  
• 

  Bay Area News Group

  2640 Shadelands Dr Walnut Creek, CA 94598-2513

  
• 

  San Jose Mercury News

  4 N 2nd St #800 San Jose, CA 95113-1317

• 

  Bay Area News Group

  750 Ridder Park Dr San Jose, CA 95190-0001

• 

  Bay Area News Group

  PO Box 5501 Walnut Creek, CA 94596-1501

  

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:07/13/2025

  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 am contacting you regarding the Mercury News subscription under account number #*******, which is being delivered to my address. I did not authorize or initiate this subscription, and I have never received any newspapers.The account was opened under the name "***** ****," which is not even my legal name. The only interaction I had was a one-time $5 donation to a student, and it now appears that the student may have submitted false information and created an unauthorized subscription under my address. This constitutes fraudulent activity, and I want to make it absolutely clear that I am not responsible for any charges related to this account.I request that you:Cancel the subscription immediately.Close account #******* and remove my address from all records.Confirm in writing that I will not be held liable for any charges, past or future.Ensure that no further newspapers, invoices, or communications are sent to my address.I expect prompt action on this matter. If you require additional information, feel free to contact me at my email or phone number.

  

  Business Response

  Date: 07/14/2025

  ********* ****
  ***********************
  ***********, ** 95054
  Daytime Phone: **************
  E-mail: *****************************

   

  ********* ****: I apologize for this error and we will cancel the erroneous subscription just as you requested and clear any possible balance on the account. I will notify the company that conducts our door to door subscription sales and have this sales person removed from our account.  Please feel free to contact me directly at ********************************* if you have further questions or concerns.
  

  Customer Answer

  Date: 07/14/2025

  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:07/12/2025

  Type:Product 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 have repeatedly requested that Bay Area News Group stop delivering the Sunnyvale Sun newspaper to my address, but deliveries continue. I am not a subscriber and have no interest in receiving this publication. I have contacted multiple email addresses, including customer service and local contacts, but either received no response or the email bounced back. Despite my efforts over several weeks, no action has been taken, and I continue to receive unsolicited deliveries. This is an ongoing nuisance, and I would like my address (*************************************) removed from all distribution lists immediately.

  

  Business Response

  Date: 07/15/2025

  Our sincere apologies.  We will stop delivery.  If you have any further issues, please contact ********************************************************* Thank you

  Customer Answer

  Date: 07/16/2025

  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,
  
  Han-**** ****

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair 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 am receiving calls from Mercury News about a newspaper subscription for which I apparently owe money for. They tell me my card associated with the account has declined. Now I do not remember ever subscribing for this newspaper. I was able to get an account number from the people calling me and was able to find my account on their website, which has my email address and name, and is tied to an address I haven't lived at for 5 years. I also see a credit card registered which is not mine. I have attached a screenshot of these card details from the Mercury News website listed under my account.Looking at people posting about similar issues with Mercury News online, I suspect I paid someone selling the paper door to door with cash, and they have created a 'subscription' to the newspaper with the company having my details but not my actual credit card. I did not receive any newspapers to my knowledge in the past, nor have I wanted to continue subscribing to the newspaper.

  

  Business Response

  Date: 07/03/2025

  Our sincere apologies.  We will stop contact as requested.  We will investigate with the vendor that sells subscriptions and take corrective action.  Thank you.

  Customer Answer

  Date: 07/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23545983, and find that this resolution is satisfactory to me. Please also communicate with them to cancel my subscription as well.
  
  
  
  Sincerely,
  
  
  
  Arvind Mohan

• Initial Complaint

  Date:05/28/2025

  Type:Product 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 noticed on January 9th, 2025 that a charge was made to my *********** credit card by East Bay Times. I had an annual subscription to the *************. It had an automatic renewal to my *********** credit card. I understood that I would be reminded of the charge for the renewal before it was charged as is done in all my other automatic payment agreements. I received no notification and via phone call I was told it never was made. It had been my intention to cancel the subscription upon on notification of the annual payment coming up. I called on January 9th to correct the problem but was told that I would have to pay for the papers I had already received which was $68.90 and that the paper would be cancelled as of 1/9/25. My request for a refund for the remainder of $507.04 would be reviewed and they would get back to me The person I talked to was named ****. The paper was immediately cancelled. I spoke with ****.When I received no response I called again and was told it was still in the works. At a later call (I dont remember the date) I was told the refund should be getting to me by 3/16/25. It did not arrive. I called again on 4/2 and was given this reference number for the case #*********. Agent name was again ****. She promised to personally check on it and call me back. I did not hear from her so 5/1 I called again and spoke to Mac. He said finance was reviewing it and I should have it 7-14 business days. It is now May 28, 2025 and I have received no communication or refund. My case number with ******************************* is ***************

  

  Business Response

  Date: 06/03/2025

  Our sincere apologies.  We will refund $507.04.  If you have any questions, please contact ********************************************************.  Thank you

• Initial Complaint

  Date:05/04/2025

  Type:Product 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 am being charged $15 monthly by mercury news without my authorization. I never subscribed, signed up, or gave any form of consent for recurring payments. The only payment I ever made was a one-time $10 donation to a student nothing more.This is a clear case of unauthorized billing and fraudulent withdrawal of funds from my account. I demand a full refund of all charges made without my permission and an immediate cancellation of any further deductions. This conduct is deceptive and unethical.

  

  Business Response

  Date: 05/05/2025

  ***** *******
  
  , CA 95054
  Daytime Phone: ************
  E-mail: *************************************

   

  ***** *******: Thank you for your note to the BBB regarding our sales person.  What you describe is improper and I have directed that the manager **** **** for the company that employs him remove him from any further activity representing our account.  I have instructed our team to refund any and all money you have paid and close out your account with no outstanding balance. I apologize for his behavior and any inconvenience this has caused you. Please feel free to contact me directly if you have any further questions or concerns at ********************************************************* 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23285748
  

  Dear Mr. ********************* you for your response and for acknowledging the issue.
  
  However, I am rejecting your response because the resolution remains incomplete. Below are the actions I expect:
  
  * I have not received confirmation that a refund has been processed. My bank account was charged three times via ACH for the amounts of $14.95, $15.01, and $15.01, and I am still awaiting the refund to be credited.
  * Confirm that my account has been permanently closed, that no further charges will occur, and that no additional bills will be sent to my address.
  * Cease all further communication, including promotional calls.
  * If you are experiencing any difficulty locating my account, please let me know I am happy to provide any additional information needed.
  
  I look forward to your confirmation on the above.
  
  
  Sincerely,
  ***** *******

  

  Business Response

  Date: 05/05/2025

  Thank you for your reply.    Please provide the subscription account number for the three charges that you mentioned totaling $47, so that we can locate and then process the refund.   

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23285748
  
  as I previously mentioned in my complaint that a subscription was created without my knowledge and by stealing my person information, I am not aware of the account information 

  however the *** withdrawals contain a number which is constant - 5933053

  i am not sure if this is the number you are looking for! 

  You can also look up the information using my phone number 

  
  Sincerely,
  ***** *******

  

  Business Response

  Date: 05/06/2025

  Thank you!  That number did the trick.  Your refund is on its way and the account cleared.  I have added your number to our do not solicit list per your request.  Again my apologies for the inconvenience this has caused  you. *********************************************************

   

   

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23285748
  
  I am rejecting this response because:
  

  I checked with my bank. They could not find the refund that was issued. Do you mind double checking?
  
  Could you please confirm that my account has been deleted, and no further charges will occur and no bills will be sent to my address
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair 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 recently received a letter from The Mercury News that is soliciting payment for a Mercury News subscription. I have never subscribed or attempted to subscribe to The Mercury News in anyway. This letter felt like it was a scam trying to get me to pay for a subscription.

  

  Business Response

  Date: 05/19/2025

  ***** Pan
  
  , CA 94041
  Daytime Phone: **************
  E-mail: ************************************
  

  Dear ***** Pan: I referred your complaint to the company that conducts our subscription sales to find out what kind of mistake could have been made. The owner ****** ******* has been unable to reach you directly to determine what exactly might have lead to this miscommunication.  At any rate I apologize for his companies error and on behalf of our newspaper for starting up a subscription that you did not order. 

  I have directed our finance team to remove your account from our system along with any outstanding balance you would have owed for newspapers delivered. Please feel free to contact me directly at ********************************* if you have further questions or concerns.  

  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Service Issues
  
  Customers Statement of the Problem:
  I recently received a letter from The Mercury News that is soliciting payment for a Mercury News subscription. I have never subscribed or attempted to subscribe to The Mercury News in anyway. This letter felt like it was a scam trying to get me to pay for a subscription.

• Initial Complaint

  Date:04/17/2025

  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.

  Regularly get calls to sign up for Mercury News subscription and always turn them down/say not interested. Was signed up for and charged for subscription without my knowledge or consent on 3/7/2025 starting 3/8/2025 for Thursday-Sunday print and web access to the paper. Proceeded to receive a bill in the mail in early ***** followed by 2-3 phone calls a day to pay my invoice for a subscription I did not authorize. Request to cancel account as of 4/17/25 and place my phone number on a do not call list from the papers marketing team. Concerned there is a culture of fraudulent actions by their aggressive telemarketing staff.

  

  Business Response

  Date: 04/28/2025

  ********************* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  , CA 94022
  Daytime Phone: **************
  E-mail: **************************
  
  *******: Thank you for alerting us to the problem with this agent in your earlier communication with us directly as well as via BBB. I have reviewed the recording of her call with you and you are correct that she went off script and did not explain the billing process should you have decided you were interested in continuing to subscribe after the no cost introductory period.  I apologize for this error on our part. Our vendor who employs the agent has removed her from our account. I have placed your phone number on our do not call list and removed any outstanding balance on your account and as well as stopping the account in our system. Please feel free to contact me directly at ********************************* if you have further questions or concerns. 
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Product 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 have received a fraudulent bill from The Mercury News for a subscription I never authorized, have never given them my information, never received anything from them, never agreed to anything, have never contacted or spoken with anyone from or representing them. This is completely out of the blue. They even have incorrect details (such as an incorrect phone number which is not even in this area code) making it seem like the details were harvested from somewhere else without my permission. I no longer even live (for over 6 months) at the location they are saying I subscribed from, with the subscription starting only in the past month. I have never had contact with this business, never utilized any of their services, never received any products or services from them. I have never even talked to anyone (not even sales person) representing.This is clearly fraudulent behavior. I request that all billing under this account be immediately canceled with no further contact or changes. My supposed account number, listed in the fraudulent bill, is ******* . I suspect my personal information was stolen and used to create this fraudulent subscription, perhaps by The Mercury News themselves.

  

  Business Response

  Date: 04/17/2025

  Customer Information:
  ****** *******
  
  , CA 94005
  Daytime Phone: **************
  E-mail: ********************************************************
  

  ******: Thank you for your note via our BBB account.  I am in communication with our subscription sales vendor/owner ****** to determine what may have happened concerning this error and why he would have created a subscription with your name and an incorrect phone number without your express permission. If this was done in an effort to charge The Mercury News and yourself fees that were fraudulent I will require that his salesperson be removed from our account immediately. I have cancelled the subscription that he submitted and cleared any account balance.  Should any additional questions or concerns please feel free to contact me directly at ********************************************************* 

  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Refund Or Exchange Issues
  
  Customers Statement of the Problem:
  I have received a fraudulent bill from The Mercury News for a subscription I never authorized, have never given them my information, never received anything from them, never agreed to anything, have never contacted or spoken with anyone from or representing them. This is completely out of the blue. They even have incorrect details (such as an incorrect phone number which is not even in this area code) making it seem like the details were harvested from somewhere else without my permission. I no longer even live (for over 6 months) at the location they are saying I subscribed from, with the subscription starting only in the past month. I have never had contact with this business, never utilized any of their services, never received any products or services from them. I have never even talked to anyone (not even sales person) representing. This is clearly fraudulent behavior. I request that all billing under this account be immediately canceled with no further contact or changes. My supposed account number, listed in the fraudulent bill, is ******* . I suspect my personal information was stolen and used to create this fraudulent subscription, perhaps by The Mercury News themselves.

  Customer Answer

  Date: 04/18/2025

  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, as well as additional effort from the business to make things right and to cancel the account and prevent further bills. I thank the business for the speedy effort in resolving this!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair 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 attempted to cancel my subscription on 4/14 and the online response was that I was unable to cancel the account. I called and requested a cancellation on 4/15. I spoke with a service representative. I was told they would process my cancellation. I went back online and it is still active. I want it canceled and zero additional charges.

  

  Business Response

  Date: 04/16/2025

  Hello, we can confirm that the account has been stopped and there will be no further charges as requested.  Thank you.

  Customer Answer

  Date: 04/16/2025

  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:04/15/2025

  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 am writing to dispute a bill I received for a subscription I neither authorized nor received from The Mercury News, under account number *******. The notice was made on April 2, 2025.Prior to receiving the bill by mail, I was contacted by a representative from The Mercury News, at which time I explained that I had never subscribed. The only interaction Ive had with The Mercury News occurred on January 22, 2025, when a male agent visited my apartment and requested a $15 donation. I agreed and sent the money via Zelle to ****** ********.The agent then asked me to write my name, address, and phone number on a subscription form from The Mercury News, stating this would serve as a receipt. Several sections of the form, including those related to subscription terms, had been crossed out. I explicitly confirmed with the agent that this was not a subscription. Despite this, it appears that an account was created in my name without my ********** date, I have not received any newspapers or other communications from The Mercury News. I am sad that my donation may have been misused.I request the following:1. Close account number ******* right away.2. Cancel any bills linked to this account.3. Remove all of my personal information from your system.4. Do not contact me again or charge me for anything in the future.

  

  Business Response

  Date: 04/15/2025

  **** ****
  Address:
  ********************
  Apt 4113
  *******************
  Daytime Phone:
  **************
  

  Yidi: I apologize for the behavior of this sales person and have had him removed from our account immediately.   I have also stopped your subscription and cleared any amount owed and placed your phone number on our do not call list.

  Please feel free to contact me directly at ********************************* if you have further questions or concerns.

   

  Customer Answer

  Date: 04/17/2025

  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,
  
  **** ****