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

  
• 

  Bay Area News Group

  6270 Houston Place Suite 200 Dublin, CA 94568

  
• 

  Bay Area News Group

  4301 Lakeside Dr Richmond, CA 94806-5281

  
• 

  San Jose Mercury News

  75 E Santa Clara St Suite 1100 San Jose, CA 95113

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:04/05/2025

  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 being fraudulently billed by The Mercury News for a subscription I never authorized, agreed to, or received.This week, I received a billing notice tied to account number *******, which includes my phone number. I have never subscribed to The Mercury News. I have also never received any newspapers from them. This is unauthorized and unacceptable.For context, in December 2024, a person claiming to be a student knocked on my door and requested a one-time $30 cash donation to support his education/tuition. I agreed, and he asked me to write down my name and address on a receipt. He explicitly stated this was not a subscription. In fact, he had crossed out multiple sections on the form that mentioned subscription terms or ongoing payments. I was ********* is now clear that my personal information was misused to create a subscription account with ********************** without my consent. This is a serious breach of trust and potentially fraudulent behavior. I request that all billing under this account be immediately canceled, that the account be closed, and that no further contact or charges be made.

  

  Business Response

  Date: 04/07/2025

  Shruti Thakur
  
  ***********, CA 95051
  Daytime Phone: **************
  E-mail: *********************************

   

  Shruti: I apologize on behalf of the sales person.  I will alert his manager **** **** who's company we employ for door to door sales and instruct that this sales person is removed from our account.  I will also clear any outstanding balance on your account per your request. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23165331
  
  I am rejecting this response because:

  Thank you for your prompt response. In addition to clearing any outstanding balance on my account, I request that my account be closed/deleted.

  
  Thank you,

  Shruti Thakur

  

  Business Response

  Date: 04/07/2025

  Shruti Thakur
  
  ***********, ** 95051
  Daytime Phone: **************
  E-mail: *********************************
  
  
  
  
  
  Shruti: Again I apologize that a door to door sales person fraudulently represented a donation (not allowed as stated at the top of the receipt you mention) resulted in a bill by The Mercury News for a subscription that you never authorized, agreed to, or received. The billing notice tied to account number *******, which includes your phone number has been stopped and any resulting balance cleared. I acknowledge that you have never purposfully subscribed to The Mercury News. And that you never received any newspapers. I agree this subscription was unauthorized and unacceptable. The door to door sales person who in December 2024,  claiming to be a student that knocked on your door and you reported requested a one-time $30 cash donation to support his education/tuition did this in violation of our company policy and is being removed from our account. Because you stated that you agreed to make the donation, and he asked you to write down your name and address on a receipt that states at the top "no donations are allowed". However you report that he explicitly stated this was not a subscription. In fact, he had crossed out multiple sections on the form that mentioned subscription terms or ongoing payments. You stated that your were misled and it  is now clear that your personal information was misused to create a subscription account with ********************** without your consent. This is a serious breach of trust and potentially fraudulent behavior by the contracted sales person who is being dealt with. As you request  all billing under this account has already been canceled, and the account is closed, and that no further contact or charges will be made,

  Customer Answer

  Date: 04/07/2025

  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,
  
  Shruti Thakur

• Initial Complaint

  Date:03/27/2025

  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.

  This is in regards to my mother's newspaper subscription to the *******************************. At the beginning of Oct. 2024, I called to have her subscription transferred to a new address. The new address is within Mercury Times delivery area so I was told the account would be transferred to the Mercury Times and this would take a few days. This part of the transfer went as expected; however, she was billed $449.76 by East Bay Times. Since she had auto-pay on her ******************************* account, the bill was paid on 10/19/2024. When we caught the error in December, I called and discovered the ******** Times subscription had not been stopped back in October. I was told a refund would be issue in the form of a check by mail. I have since called two more times in January and February. Each time I was assured a refund check would be sent by mail. I've even been told the matter was escalated and we should receive an email. I believe your customer service *** were just saying what I wanted to hear and no action took place.

  

  Business Response

  Date: 03/28/2025

  Our sincere apologies.  We will refund $449.76 back to the credit card.  Please allow 3-5 business days for processing.  Thank you.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23126221
  
  I am rejecting the business response as I'm waiting for the credit to be processed.  Once we receive the stated refund, we will accept the response. 

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

  

  Business Response

  Date: 04/02/2025

  Hello, we refunded $449.76 on 03/31/2025.  Please allow 3-5 business days for processing.  Thank you.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  The refund has been received.  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:02/26/2025

  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.

  TL;DR: The Mercury News is continuing billing me for a subscription I never sign up for and they never deliver.Long version: This week I received a billing mail for my subscription from The Mercury News. This mail includes account number ******* and another state phone number - definitely not mine. I never consent to subscribe to it. Furthermore, I have not received any newspapers from them; otherwise, I would have known about it. STOP charging me for services I did not sign up for and that you havent provided. Thank you.For additional context, around December 2024, a self-claimed student knocked on my door, requested donations, and I only consented to provide a one-time cash donation of $20. Following that, I was instructed to leave my details on the donation "receipt". I only provided my name without a phone number - it seems they can still establish the subscription account mentioned above using my name and a different phone number, even though the door knocker has clearly cross-out/strike-off several parts regarding terms, payment, and subscription on that "receipt."

  

  Business Response

  Date: 02/27/2025

  Customer Information:
  ****** ****
  *************************
  *********, CA 94087
  Daytime Phone: **************
  E-mail: ******************************
  
  ******: Thank you for your note via BBB regarding your account.  What you describe is unacceptable behavior by the sales person who visited you on our behalf and I will notify the manager of the company we employ for this service, **** **** and he will be removed from our account immediately.  I will also clear any outstanding balance on your account as requested.  If you have any further questions or concerns please contact me directly at *********************************************************

  
  The details of this matter are as follows:
  
  Complaint Involves:
  Billing or Collection Issues
  
  Customers Statement of the Problem:
  TL;DR: The Mercury News is continuing billing me for a subscription I never sign up for and they never deliver. Long version: This week I received a billing mail for my subscription from The Mercury News. This mail includes account number ******* and another state phone number - definitely not mine. I never consent to subscribe to it. Furthermore, I have not received any newspapers from them; otherwise, I would have known about it. STOP charging me for services I did not sign up for and that you havent provided. Thank you. For additional context, around December 2024, a self-claimed student knocked on my door, requested donations, and I only consented to provide a one-time cash donation of $20. Following that, I was instructed to leave my details on the donation "receipt". I only provided my name without a phone number - it seems they can still establish the subscription account mentioned above using my name and a different phone number, even though the door knocker has clearly cross-out/strike-off several parts regarding terms, payment, and subscription on that "receipt."

  Customer Answer

  Date: 02/28/2025

  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:02/19/2025

  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 have subscribed to the ******************************* for about 30 years. They quote a price of $56.64 + $2.95 billing charge, for a total of $59.59 per MONTH, not for 4 weeks. For the past year or more, they have been reducing the number of days in the billing period by 2 or 3 days. So, the billing date moves up by 2 or 3 days each month. This is essentially a 10% increase. The customer service person (in a remote call center) said that they have added a "temporary" surcharge of 18 cents per day for added supply chain costs. These costs were never announced or defined. Today, the call center lady said she would extend my subscription by 2 days for the current billing period only. I request that ******************************* be required to quote a price for a full month, with the renewal date always being the same day of the month.

  

  Business Response

  Date: 02/20/2025

  Our sincere apologies.  We sent an email notification about the surcharge.  The terms are also on our website at ***********************************************************************

  We will waive the surcharge in this case so the expiration date won't be impacted. 

  However, since some months have 28 days, 30 days, and 31 days, the charge will not be on the exact same day each month.  We apologize for any inconvenience.

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22964092
  
  I am rejecting this response because: You say that you will keep this surcharge. It is stated to be temporary, but there is no plan to ever stop it. The surcharge was never presented to me by email or postal mail. It is explained on the Bay Area News Group website, but I had never seen this website or any reference to it. The call center agents never mentioned it. Obviously, you were not anxious for people to see it. 

  The East Bay Times is a good newspaper, but it is sad to see it undermined by a dishonest billing department. I will continue my subscription for now, but am seriously considering cancelling.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/27/2025

  Ok, understood.  We made sure to send email notifications.  The subject of the email was "Important information regarding your account"

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22964092
  
  I am rejecting this response because: The main issue is false advertising. The advertised price of a subscription is PER MONTH.  26 or 27 days is not a month. Just like 11 eggs is not a dozen. If the advertised price were per issue, they could set any price they wanted and adjust the price as necessary. But, they advertise a monthly rate but reduce the length of  the month to cover increase costs, rather than being honest and raising the monthly rate.

  Why is this not illegal false advertising?

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

• Initial Complaint

  Date:02/07/2025

  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.

  During the previous summer, a high school student came to my door asking for assistance with his college fund by selling subscriptions to the Mercury News for $18. I wrote a check for the amount and was meant to receive the newspaper for a duration of six weeks. I didn't get any newspaper and didn't pay much attention later ***** January, I got a letter informing me that the rate for my newspaper subscription is going up. I logged into my Mercury News account, which I have had for over ten years ago. I discovered that there is an active subscription linked to my account, and funds are being withdrawn from my bank account. A total of $112.42 has been deducted from July 22, 2024, to the present. I did not consent to starting any subscription, nor did I initiate one. Additionally, I have not received a single newspaper from them; otherwise, I would have been aware of it.I contacted Mercury News customer service to cancel my subscription on 2/6/2025. They could not give me any information regarding how the subscription began. I requested a refund for the amount charged. Additionally, I did not receive any email from them concerning the money taken or the subscription itself, despite them having my email address on record.I would like the funds withdrawn from my account to be reimbursed. Subscription ID: #*******

  

  Business Response

  Date: 02/07/2025

  ****** ********
  ****************
  ********, CA 95124
  Daytime Phone: ************
  E-mail: **************************

  Deepak: Thank your for your note regarding your Mercury News subscription.  The sales person representing us should have had you sign a subscription form explaining your subscription and your enrollment in EZ pay.  Since they did not I will have them removed from our account for being untruthful and for our carrier making no delivery and refund the $112 as your requested. I will also notify the manager of the company **** **** who we contract with for this service. I apologize for the inconvenience. Please feel free to contact me at ********************************* should you have further questions or concerns. 

  Customer Answer

  Date: 02/08/2025

  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:01/22/2025

  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 have been unable to receive my Contra Costa Times and I have been calling the company for the last ten days with no results.

  

  Business Response

  Date: 01/23/2025

  I apologize for the missed deliveries. 

  I have followed up with the Distributor regarding non delivery of your newspaper.  A manager will contact you on Thursday to follow up by telephone. 

  Sincerely,

  *******

  Customer Answer

  Date: 04/09/2025

  Complaint taken in dictation by BBB rep **

  This is the 3rd day I have not receive my newspaper and they are doing the same thing as last time. When BBB got a hold of them I got my newspaper everyday. I'm suppose to get it till June 15. 

  

  Business Response

  Date: 04/11/2025

  Our apologies.  We will get this corrected.  Please contact ******************************************************** if you have any further issues.  Thank you.

• Initial Complaint

  Date:01/14/2025

  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.

  in June 2024 I purchased an online subscription To the ******************************* through June of 2026, account #*******. Subsequently I was offered a Sunday delivery addition to my subscription at no additional charge, and it was explicitly stated "no change to my subscription." After a couple of attempts I was provided with the ***** delivery. On January 2. 2025 I was charged $15.44 for 4 week subscription, presumeably forthe Sunday delivery.On 1/13/25 I called to cancel the "subscription" for Sunday delivery and just maintain my online subscription. Eventually I was told that to "reinstate" my online subscription it would have to be escalated. Given that this was all contrary to what had been provided to me I declined and told the rep ********* my subscription. I did not feel my account had to be escalated when the Bay Area News Group (*******************************) either did not properly inform and train their **** or this was simply a dishonest practice to enhance revenue.

  

  Business Response

  Date: 01/14/2025

  Our sincere apologies.  This should not have happened.  We will take corrective action.  We will refund and extend the digital subscription to 06/14/2026.  Thank you

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22807885
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/15/2025

  The business' response does not address the free Sunday delivery that was offered to me with no change to my original subscription and to which I accepted. The words in the offer, attached to my original complaint, said "this is an added bonus with no change to what you pay and no change to your subscription terms."  

  Per the offer that I accepted I believe I am entitled tothe Sunday delivery.

   

  

  Business Response

  Date: 01/16/2025

  Hello, yes we will provide the free upgrade to Sunday delivery.

  Customer Answer

  Date: 01/16/2025

  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.

  Thank you BBB.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/12/2025

  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.

  Got a call around early November about getting the newspaper for free for a few weeks from them. It was fine for a while, but then after the free trial weeks has gone by; they have kept sending us the paper. Lucky they didn't ask for any sort of card/payment option when they did this at the beginning. Got an "invoice" in December and looked into it with other people online and say this was one of their ways of getting money from people. I didn't pay it cause it was ******** my second invoice today and it had the same prices at the previous one and I'm getting tired of the paper and this "invoice." I tried to go online to cancel/find a way to make them stop, but they wouldn't let me. Trying to call their number doesn't do anything as well since their options are all badly formatted.This is getting tired some. I just want them to STOP sending me newspaper, random "invoices" to me in the mail, and to never contact me every again.

  

  Business Response

  Date: 01/13/2025

  Hello, our sincere apologies.  We will stop delivery and mailing renewal notices.  Please disregard any renewal notices that we already mailed out.  If you have any questions, please contact ********************************************************.  Thank you.

  Customer Answer

  Date: 01/13/2025

  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:12/21/2024

  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.

  In November 2024, I called the ************ Mercury (SJM) to cancel my subscription. The **************** Representative (***) offered me a 26-week subscription for $6 if I didn't cancel. I accepted the offer, and the *** informed me that my subscription would end in June 2025. However, on 12/11/24, my credit card was charged $12.65. When I called SJM, the *** explained that their system did not apply my promotional rate of $6 for 26 weeks, and instead, I was charged the regular monthly subscription rate. I requested to ****** my subscription and refund the $12.65, but they refused. Instead, they applied my $12.65 to cover the subscription until June 2025. This is a very shady business practice, as *** changed the conditions without notifying me. This complaint is more about ***'s business practices than recouping my money. I am very unhappy that they can do this to customers.

  

  Business Response

  Date: 12/23/2024

  Our sincere apologies.  We will take corrective action and refund $12.65

  Customer Answer

  Date: 12/24/2024

  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

  Date:12/20/2024

  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 am writing to request the refund of $214.05, which was promised to me for the unfulfilled remainder of my subscription. Despite multiple assurances from your ******** Times subscriber service agents, I have yet to receive the *********** is a timeline of events for your reference:July 2024: I scheduled my online renewal payment of $290.90 to be paid to EBT on August 13, 2024.Early August 2024: Due to a family emergency, we had to move very suddenly over Labor Day weekend.September 3, 2024: I called subscriber services to notify of our new address and cancel delivery at our old one. ****** informed me that we had moved out of the delivery area. With my computer in indefinite storage, I had no interest in a digital subscription. Since it had been less 20 days since my payment, ****** offered to submit a refund request for my balance of $214.05.September 18, 2024: I called and spoke to April, who said the refund was being processed.October 1, 2024: ******** informed me that the refund request wasn't actually submitted until September 18.October 23, 2024: **** confirmed the refund submission had occurred and was being processed. She advised me to call the following week.November 5, 2024: ***** told me that my refund had been approved on November 3, and a check would be mailed. I provided our new address to ensure proper delivery.December 6, 2024: After waiting a month without receiving the check, I called subscriber services and spoke to ******, who said the refund had been declined and that it would be re-submitted for further **************** a continuous subscriber to the ******** Times and its previous iterations (The Daily Review and ***************), I am appalled by this ongoing lack of customer service and the need for multiple phone calls to resolve this issue. I respectfully request the refund of $214.05, as promised, and I will use this amount to support local journalism in our new area by subscribing to The **************.

  

  Business Response

  Date: 12/23/2024

  Hello, although our subscriptions are prepaid and non-refundable, we will refund $214.27 as requested.  Please allow 4 weeks for processing and mailing.  Thank you

  Customer Answer

  Date: 12/23/2024

  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. Thank you. To facilitate delivery, my new address should be in the service notes, or you or the business may contact me. I appreciate your assistance in resolving this matter. 
  
  Sincerely,
  
  ******** ****