Important information
- Customer Complaint:Bay Area News Group came to BBB’s attention in December 1967. A review of the company’s complaints was done in October 2024.
BBB recommends users to review the following Bay Area News Group's respective newsrooms for subscription and information.
The Mercury News Membership Options
The Mercury News Contact Us
The East Bay Times Membership Options
East Bay Times Contact Us
Marin Independent Journal Membership Options
Marin Independent Journal Contact Us
Complaints
This profile includes complaints for Bay Area News Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 117 total complaints in the last 3 years.
- 39 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/01/2024
Type: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 Sept 2024, A student came asking for donation for college fees. I gave him a 18$ dollar check and he told I will get newsletter for a month from Bay Area News Group for the donation of 18$ who are matching money in ratio 1:1. He told that it was one time payment and not a subscription. Then I see my account getting charged 20.51$ monthly for Bay Area News Group which I never authorized.
Business Response
Date: 12/02/2024
******* *******
, CA 95054
Daytime Phone: **************
E-mail: *************************************Hello *******: Thank you for alerting us to your concern about our sales person. I have forwarded this to his manager **** who will contact you regarding the disposition you are requesting for her to reach out to you. Please let me know if you have any further questions or concerns. You can reach me directly at *********************************************************
Customer Answer
Date: 12/05/2024
Complaint: 22622747
I am rejecting this response because: The business has provided a resolution to the unauthorized charges they have added but trying to take conversation off the BBB bureau. Please provide proper resolution. The business added a recurring charge to my account without any authorization and tried to scam me.
Sincerely,
******* *******Business Response
Date: 12/05/2024
******* *******
, CA 95054
Daytime Phone: **************
E-mail: ********************************************: Thank you for your follow up in this matter. I have communicated with **** who manages the company that employs the salesperson who apparently misrepresented the subscription offer that you signed to begin delivery so that proper steps can be taken. I will stop your account and credit your credit card the charge as you requested, collecting the amount from the sales company on your behalf.
Please feel free to contact me directly is you have any further questions or concerns.
/
Customer Answer
Date: 12/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:11/26/2024
Type: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 subscribed to the ******************************* for a Sunday paper delivery service. The paper was never delivered, for 3 weeks in a row. I requested re-delivery several times, with no resolution. I asked for a full refund, since they cannot confirm that delivery is available in my area. They refused to give me a refund. This is false advertising, they said that paper delivery was available, but it clearly is not.Business Response
Date: 11/27/2024
Our sincere apologies. Please provide the delivery address so we can locate the subscription and take corrective action and refund $52.00. Thank you.Initial Complaint
Date:10/28/2024
Type: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.
? After receiving an undated letter from the ** last summer advising that the subscription rate was going up, I checked on line and saw that my expiration date was in November 2024. I did not wish to continue the subscription at the new rate. The undated letter I received did not provide a different expiration date. I set a control for October to cancel the subscription.? I was advised that my credit card account was billed at the new rate and because of various adjustments, my expiration date was moved to an earlier date. A general explanation about special issues and such thing was provided, but no explanation of how the new date was determined. I have no idea what the special issues were, how many there were, how much each cost, or how the new date was determined. The lack of transparency and accountability suggests a process that was arbitrary and capricious. .? I have spoken with ** customer service representatives several **********************. The ** has records of those contacts, as the staff members were able to refer to the previous calls each time I reached out to them. In the first such call, I objected to the charge on the card and told them I did not want to continue the subscription at that rate. They advised that there was nothing they could do because of the **s policy of not offering refunds. They advised they would "escalate" my concern to a management level. Subsequent calls confirmed the complaint had been escalated.? My online account now shows as closed. The delivery of the paper has stopped.? I have received NO communication from the ** regarding any of this since I raised my *********** summarize: Since the November expiration date provided by the ** on the website was apparently inaccurate and they did not provide a new date, I had no way to cancel the subscription in a timely manner and avoid being charged under the no refund policy. The Mercury has taken my money and is providing nothing in return.Business Response
Date: 10/29/2024
Our apologies for the confusion. The previous payment of $553.73 on 09/29/2023 covered 52 weeks, so the subscription was paid through 09/23/2024. Delivery was stopped on 09/24/2024. We can restart delivery through the end of December. We can also offer to lower the rate back to $553.73 and refund the difference of $207.52 if you want to continue with the subscription going forward. If you have any questions, please contact ********************************************************. Thank you for being a loyal reader.Initial Complaint
Date:10/28/2024
Type: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 called Mercury News customer service three ********************** and written four emails over the course of six months to stop the delivery of a Sunday newspaper. I am not subscriber. I do not want the paper delivered to my house. It is still being delivered.Business Response
Date: 10/29/2024
Our sincere apologies. We will remove and stop delivery. If you have any further issues please contact *******************************Customer Answer
Date: 11/03/2024
Complaint: 22478942
I am rejecting this response because:THE PAPER WAS DELIVERED AT 7:31am THIS MORNING, Sunday November 3rd!!!
Sincerely,
******** ***Business Response
Date: 11/06/2024
Our sincere apologies again. We will follow up with our distributor and take corrective action. If you have any further issues please contact *******************************************************Customer Answer
Date: 11/10/2024
Complaint: 22478942
I am rejecting this response because:You guessed it! DRUM ROLL PLEASE...... The paper was delivered today! November 10th at 7:31am! How many phone calls and formal complaints will it take to stop the paper?
******** ***Initial Complaint
Date:10/16/2024
Type: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 been a *********************************** News subscriber for many years now. My primary motivation was to support local journalism. I have tried to cancel several times in the past but they have always offered me a $50-60 annual subscription (Sun paper + online access) and I always agree to renew. This year, ** Mercury News only notified me after my credit card was charged in the amount of $101 - previous year was only $62. So no advanced notification of the renewal and price hike. When I called their customer service representative, they told me that because I was enrolled in autopay that they could not cancel the charge. I have previously tried to have my credit card removed from autopay in the past and can only do so by speaking directly to a customer service representative. I will no longer support the ** Mercury News and request that they refund my money in full and cancel my subscription. These business practices are unethical and predatory.Business Response
Date: 10/21/2024
Our sincere apologies. We will refund $101.98 and take corrective action.Customer Answer
Date: 10/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:10/07/2024
Type: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.
Complaint taken in dictation by BBB rep ** 10/07/24 I found newspaper in a yard, I never picked it up. And two weeks later I got a bill for something I never ordered or picked or nothing.Business Response
Date: 10/17/2024
***** *******
*******************
*********************
Daytime Phone: **************
E-mail: *****************************Hello *****: ****** tells me that he contacted you regarding this complaint and that it has been resolved to your satisfaction.
Please feel free to contact me directly at ********************************* if you have any further questions or concerns.
Initial Complaint
Date:10/02/2024
Type: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.
Around June 2020, a door-to-door salesperson posing as a kid selling newspapers for a fundraiser stopped by my house. I told him I wasn't interested in a newspaper subscription, but he said I could write a $10 check and have the papers donated somewhere (so I wouldn't receive them).I vaguely recall agreeing and writing a $10 paper check with the understanding that it was a one-time payment. I NEVER provided my checking account number directly or authorized recurring payments from it, and I suspect the door-to-door salesperson took the checking account number from my check and used it to sign up for automatic payments.Since then, I have been getting mysterious ACH transactions of increasing amounts from my bank account. The latest one was about 2 weeks ago, for $196.86. I finally called my bank, who traced it to the **** (*********************************** News). I contacted the Mercury News, and they replied that I have an "active Sunday Home delivery under the account #*******, with the name **** **** and the address ********************************************************************************************. This subscription started on June 14, 2020, via door-to-door which is someone knocking on your door, offering to start a subscription, to which you agreed and provided your checking account for automatic payments."I actually lived at 1250 (not ************************** back then, and I moved to ********* in December 2020. The sales person either intentionally or accidentally signed me up using the wrong address, which means that I never received a single newspaper or any correspondence about my supposed "subscription" and was completely unaware of it.I asked **** to cancel my subscription and for a refund of all the unauthorized ACH payments, and they were able to cancel the subscription but refused to refund the past payments.I would like a refund of all of the following payments excluding the $10 which was authorized:06/11/2020 $10.00 05/18/2021 $20.04 05/17/2022 $34.12 03/14/2023 $59.07 12/06/2023 $118.13Business Response
Date: 10/03/2024
****-** Shei
****************
*********, CA 94089
Daytime Phone: **************
E-mail: *************************Hello ****-** Shei: Thank you for your information and concerns shared via our BBB portal. I understand your interest regarding this issue and I was able to secure a refund for you of your most recent and highest payment amount of $118.13 from the prior year. I hope that this meets with your satisfaction and I apologize for any inconvenience this may have caused you. Please feel free to contact me directly at ********************************* if you have additional questions or concerns.
Customer Answer
Date: 10/03/2024
Complaint: 22369834
I am rejecting this response because: business only provided a partial refund for the latest payment. ALL of the payments beyond the initial $10 were unauthorized, and I did not agree for my checking account information from the check I wrote to be used to set up automatic ACH payments. Because the door-to-door salesperson put the wrong address, I did not receive a single newspaper or any information about setting up a digital account (or any information about an ongoing subscription, which I would have immediately canceled), so I would like a refund for the full $231.36 of unauthorized charges. You should be able to verify that my account has never been used to access the digital subscription, since I was completely unaware of it.I also never filled out any form authorizing automatic payments, so I strongly suspect the salesperson did this without my knowledge or permission. If there is a form authorizing automatic payments from my checking account, please provide a copy of it to me so I can verify whether it is in my handwriting or not.
I have also opened a fraud/dispute case with my bank, ******* ******, regarding this, since they say I was required to be notified if automatic billing was going to be set up from the info on my paper check that I wrote.
Sincerely,
****-** SheiBusiness Response
Date: 10/04/2024
Ok, we will refund the full amount requested. Thank you for letting us know. I will alert the crew manager so that they can remove the offending sales person from our account.
Thank you.
Customer Answer
Date: 10/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. Thank you!
Sincerely,
****-** SheiInitial Complaint
Date:09/30/2024
Type: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 was fraudulently signed up to a Mercury News subscription on Sep 29, 2024 by a person who came knocking at my door claiming they were collecting donations for a college student. Upon checking online, I saw many customers who have been scammed similarly and have been bound into endless subscription they have not been able to cancel. I called Mercury News twice on Sep 30, 2024 to ask for a refund and cancel my subscription which they didnt do. I have been charged $18.80 for the month and Im afraid Ill keep getting charged forever by this company. I need BBBs help to get a refund for the payment, cancel the subscription and remove my information from this companys database.Business Response
Date: 10/01/2024
******* ****
********************
***********, CA 95054
Daytime Phone: **************
E-mail: **********************************: I apologize that your subscription was not properly explained by the sales person when you signed up with him for the newspaper. I will issue you a $19.00 refund and terminate your account. I will also notify his manager of your complaint in this matter.
If you have any further questions or concerns feel free to contact me directly at *********************************************************
Initial Complaint
Date:09/25/2024
Type: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.
Dear Better Business Bureau,I am writing to file a complaint against the San **** Mercury News regarding their failure to deliver my newspaper and their unfulfilled promises for a full ********* a loyal customer for over 30 years, I have experienced persistent delivery issues with my newspaper. Despite notifying the company of these failures, they consistently dismissed my concerns and failed to rectify the problem. Due to this ongoing issue, I decided to cancel my subscription.During the cancellation process, I was promised a full refund for the entire year's subscription amount by multiple representatives on several occasions. Specifically, I received these assurances during phone calls on May 8, May 21, and June 3, 2024. However, I have yet to receive the promised refund or any written acknowledgment of these commitments.The fact that a long-standing customer like myself has been treated with such disregard is deeply disappointing. The ************ Mercury News has not only failed to provide the service I paid for but has also repeatedly broken promises made by their representatives and management.I am seeking the BBB's assistance in resolving this matter. My goals are to:1. Receive the full refund promised for the entire year's subscription as well as added compensation for my time and troubles.2. Obtain a written acknowledgment of the refund agreement.3. Ensure that the *********************************** News improves its customer service practices to prevent similar issues for other customers.I have made multiple attempts to resolve this issue directly with the company, but my efforts have been unsuccessful. I hope that with the BBB's intervention, we can reach a satisfactory resolution.Thank you for your attention to this matter. I look forward to your assistance in addressing these concerns with the *********************************** News.Business Response
Date: 09/30/2024
Our sincere apologies. We issued a full refund for $97.70 on 09/27/2024. We will take corrective action and send written confirmation of the refund.Customer Answer
Date: 09/30/2024
Complaint: 22340625
I do appreciate that the ************ Mercury has now, after many calls finally refunded the original promised amount. Thank you BBB! You are doing a great service!However, I am rejecting this response because:
1, There was no added compensation for all of the time and trouble.
2. No written acknowledgment of the refund agreement.
3. No honest visible attempt, in any way, by the *********************************** News to improve its customer service practices to prevent similar issues for other customers. Please see the complaints listed at **********************************************************************************
Sincerely,
****** ****Business Response
Date: 10/07/2024
Hello, we took corrective action with our service providers. We also provided a full refund and sent the attached written confirmation of refund to ****** ****
***********
********************; 94065-2863Customer Answer
Date: 10/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:09/23/2024
Type: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 cancelled my Mercury News subscription, and over the last 11 weeks, and for a previous period of over ten months, they have continued to send my the Sunday Mercury News.I have called to complain on at least seven occasions, and the papers keep coming.An paper left on a driveway is an invitation for a prospective burglar that no one is at ho**** want to be permanently forgotten by the Mercury News, so I can spend a weekend (or more) away from home without inviting someone to commit burglary.If the five newspapers still being delivered in my neighborhood, two of the people are dead, two have moved away and then there is **** believe the Mercury News is deliberately delivering the newspapers in order to inflate their subscription ********** is not only a dangerous practice, it is the prospective an act of fraud.Business Response
Date: 09/24/2024
Our sincere apologies. We will stop delivery and all contact as requested. Thank youCustomer Answer
Date: 09/30/2024
Complaint: 22326356
I am rejecting this response because: This is a follow-up to complaint #22326356. I received the Sunday once again. As referenced in my previous complaint all of my efforts to get them to stop delivery have failed. Their promise to not deliver to the previous complaint was broken. This is a security issue, as I will not be on my premises on future Sundays, creating clear invitation to prospective burglars that no one is home.
Sincerely,
David ZuckermanBusiness Response
Date: 10/09/2024
Ok, understood. We will escalate this again. If there are any further issues, please contact [email protected] Thank you
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