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
- 116 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:04/22/2024
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 cannot get the newspaper delivered on a consistent basis. Im a retired person on a fixed income and all I really have left is my newspaper that I've paid for and does not get delivered on a consistent basis. I have filed nummerous comlpaints with resolution.My account # is ******* (EASTBAY **************************** you
Business Response
Date: 05/01/2024
Our sincere apologies. We will contact our distributor and take corrective action. If you have any further issues, please contact ********************************Customer Answer
Date: 05/01/2024
Complaint: 21607207
I am rejecting this response because: this is THE EXACT SAME response they ALWAYS give me when I file with them and NOTHING ever gets fixed.
Sincerely,
*******************************Business Response
Date: 05/06/2024
Our delivery manager reached out and provided contact his contact information. We also credited the subscription for the missed deliveries. Please let us know if there are any further issues. Thank you.Customer Answer
Date: 05/06/2024
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,
*******************************Customer Answer
Date: 06/03/2024
This is my 2nd COMPLAINT (original case #********). I did NOT receive my newspaper on Sunday June 2, 2024. This account is paid in full each month and in a timely manner. I'm not sure what the company is doing but the issue has yet to be resolved. I regret closing the original case and request intervention once again from the BBB. Thank youBusiness Response
Date: 06/05/2024
Our apologies. Our delivery manager will help get this resolved. If you have any further issues, please contact ********************************. Thank youCustomer Answer
Date: 06/05/2024
Complaint: 21607207
I am rejecting this response because:this was the same standard response provided a month ago with obviously no resolution.
Sincerely,
*******************************Business Response
Date: 06/20/2024
Hello, our distributor took the attached photo to verify delivery. Please let us know if further assistance is needed. Thank you.Customer Answer
Date: 06/20/2024
Complaint: 21607207
I am rejecting this response because:The same thing happened last time I closed this exact case.
Delivery was consistent for a period of time and then inconsistent.
Id like a FULL MONTHS credit to my account before I close this case.
thank you
Sincerely,
*******************************Business Response
Date: 06/21/2024
Ok, understood. We added another month to the subscription.Customer Answer
Date: 06/21/2024
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.I reserve the right to REOPEN this claim in the event service gets interupted.
Sincerely,
*******************************Initial Complaint
Date:04/15/2024
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.
The mercury made it really hard to cancel service. I was on the phone for over 15 minutes and until I screamed at them, they wouldn't let me cancel the service. I had to ask about 10 times to cancel the service.What I wanted was to cancel paper delivery on Sunday and keep my digital subscription. They said they would increase the price by 5x to cancel paper. So I said I don't want that, I just want to cancel.Then they said they woulnd't do that for 6 months. Then I said I wanted to cancel now and they said they can't do that. Then I screamed at them and they finally cancelled the service.Business Response
Date: 04/16/2024
Our sincere apologies. We will follow up with our call center and take corrective action. We will also contact ******** as requested. If you have any questions, please contact ********************************Initial Complaint
Date:03/21/2024
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 get a call from Mercury News every day now. I would like my number to be removed from their solicitation list. Beware of the fundraisers going around, they promised it would be a one time payment, come to find out Mercury News setup a recurring subscription in my name that was a pain to cancel. And now Im getting consistent sales calls.Business Response
Date: 03/22/2024
*********************
215 *********
********, ** 95008
Daytime Phone: **************
E-mail: ***************************: I apologize for this misunderstanding. I have added the phone number you supplied to our do not call list and advised the company that conducts our door to door solicitation as to your concerns. We have stopped the account and cleared any outstanding amounts owed on your account.
Please feel free to contact me directly at ******************************************* if you have any further questions or concerns.
Initial Complaint
Date:03/13/2024
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 am seeking help from the Better Business Bureau to resolve a billing dispute with the East Bay Times over my newspaper subscription rate.In January, I called their **************** to discuss a renewal rate for my subscription. They extended and I accepted a renewal rate offer for 52 weeks at $180.96 which they confirmed by email. Later, due to a discrepancy, they offered and I agreed to an extension of my already paid subscription through March 17. My next bill was to be at the renewal rate and effective March 18.However, on March 8, I received a charge of $15.41 on my account. I emailed the East Bay Times questioning the charge. They said they were imposing a daily $0.15 surcharge which moved up the end of my already paid subscription to March 5 and it would also apply to the agreed to renewal rate. They did not explain the exact nature of the $15.41 charge and how they arrived at the math. Based on their so-called surcharge, I estimate future charges will be 30% higher than the agreed to renewal rate.I replied to their response by email asking them to honor (1) the agreed to renewal rate and (2) their offer to extend my already paid subscription through March 17, and to refund their $15.41 charge. I have not heard back from the East Bay Times and hope that your help and influence will resolve what I consider to be a devious tactic on their part.East Bay Times **************** contact information is as follows: telephone ************; email ******************************************** website myaccount.eastbaytimes.com. My account number is *******. Please let me know if you need additional information.Business Response
Date: 03/14/2024
Our sincere apologies. We will refund $15.41 as requested. Thank you.Customer Answer
Date: 03/14/2024
Complaint: 21430508
I am rejecting this response because:The East Bay Times only responded to one of 3 requests. They must also agree to honor (1) the mutually agreed to renewal rate for 52 weeks at $180.96 (total price) effective March 18 and (2) their offer to extend my previously paid subscription through March 17. Also, at this point, I have not seen any indication the promised $15.41 refund is in progress.
Sincerely,
*******************Business Response
Date: 03/15/2024
Hello, we can confirm we agree to honor (1) the mutually agreed to renewal rate for 52 weeks at $180.96 (total price) effective March 18 and (2) the offer to extend the previously paid subscription through March 17. Please allow 7-10 days for the refund to be processed back to the original credit card. Thank you.Initial Complaint
Date:02/20/2024
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 got a three month prescription through ******* **** through a student who came to my apartment and I got another apartment to pay for my prescription during time I supposed to get a prescription for three months. I had to keep calling ******* **** and I received four papers for the entire time. I had to keep calling to get papers because they wouldn’t deliver them to my address finally gave up a few months later ******* **** called he told me he had outstanding debt to them. I told them that I had looked that because they deliver any papers later, another employee called ******* **** telling me that he would waive the debt if I would pay for another prescription a week later I haven’t received any paper so I called News. It said they use my money that I paid them to pay for the outstanding debt.Business Response
Date: 02/21/2024
**** **********
**** ******* ********** *****
*** ***** ** *****
******* *****: ***** ********
******* ***********************Hello Mark: I believe you are requesting that the $15 you owe on your account be removed. I will make sure that is taken care of and eliminated. I can also work with the carrier to make sure your newspapers are delivered. Please feel free to contact me at ***************************** if I can be of further assistance.
Initial Complaint
Date:02/20/2024
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.
Sadly, ************ Mercury news has been calling me for over 10 years at this point. I have not been able to get them to stop, though they confirm that they will be removing me from their call list each time i speak with them.Business Response
Date: 02/21/2024
*******************************
777 ************
***********, ** 95054
Daytime Phone: ************
E-mail: *****************************************************: Thank you for your note. I have added the phone number you supplied ********** to our do not call list. If you have any other phone numbers you would like us not to call please feel free to send them to me directly to:
*********************************
Thank you.
Initial Complaint
Date:02/15/2024
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 renewed my **** *** ***** ( Bay Area News Group) paper subscription by check October 2023. ( annual subscription) I signed up for home delivery of Sunday Newspaper. I stopped receiving delivery of Sunday paper in Mid December 2023. Contacted **** *** ***** January 24 to inform of Non delivery. Received a paper Jan 28. No delivery 2/4/24. Contacted 2/6/24. assured by Representative, I would receive paper the following Sunday- 2/11/24-No delivery of newspaper
. Contacted **** *** ***** on 2/11/24. I was assured I would receive a paper by 12 noon on 2/11/24. No delivery of paper. Contacted **** *** ***** on 2/15/24 regarding non delivery of paper. Many attempts to escalate and resolve. Every phone Representatives I spoke with was unwilling or unable to provide information on how to escalate my issue. Repeatedly given the same "standard response". " " I am sorry- I will contact carrier" Limited information on website on how to escalate subscription issues. Sent complaint- message via website **** *** *****- received computer generated response without any resolution.
I am requesting a refund in the amount $38.38 minus the month of November 2023 for the remainder of billing cycle due to absent and unreliable service.
Thank you in advance for your assistance with this matter it is greatly appreciated.Business Response
Date: 02/20/2024
Our sincere apologies. Our delivery manager contacted out distributor to get the delivery issue fixed. We also reached out to Ms. ******** Please let us know if there are any further issues. You can contact **************************** if you need further assistance. Thank you.Customer Answer
Date: 02/20/2024
Complaint: ********
I am rejecting this response because: My agreement with ****** ( Bay Area News Group - Manager) was that I should expect to receive the Sunday paper on 2/19/24. I was advised by ****** to follow up with her if I had received the newspaper. Once again, I did not receive the paper as promised. I contacted ****** regarding missing paper. I have not heard back form her. At this point, I do not trust or believe that this will not be a continual problem. It has been an on going issue with Bay Area News Group for a month. ( without resolution.) I believe I should expect services as promise based on the 38:88 i paid for my subscription. The back and forth with Bay Area News Group has gone on too long. I have been more than patient. with this companyI am requesting a refund in the amount of $38:88 minus the month of November 2023 and the first two weeks in December.
Sincerely,
Juliette *******Business Response
Date: 02/23/2024
Our sincere apologies. We will refund $38.88 as requested. Thank you.Initial Complaint
Date:01/19/2024
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.
Our institution has had an account with the San **** Mercury News for many years, and paid by check. In 2020, we tried to do this and the check was lost, so we switched to e-billing by credit card. The paper said that they would be able to email us the cost of the subscription before the charge went through, which was critical to complying with our state agency procurement policies. They did not send us a renewal notice with a quoted price, they just charged the renewal fee, so I called to cancel the account in Oct. 2022, effective at the end of the billing cycle, which ended in Nov. 2023. In December 2023, I found a charge on our court's credit card for the renewal in the amount of $858.84, again with no prior notice or quote, and in violation of my request to cancel our account at the end of the billing cycle. I called their subscription line on Dec. 14, 2023, and asked for the charge to be refunded and our subscription to be canceled, and was given the cancellation number Z113103. I checked the online account as of today and our account (#******** is still open, and there is no credit on our credit card statement. The total charge from Nov. 2023 was $858.84. That is the amount we'd like credited back to our credit card, as it never should have been charged in the first place.Business Response
Date: 01/22/2024
Our sincere apologies. We will refund $858.84. Thank youInitial Complaint
Date:12/23/2023
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.
This is my second complaint about the East Bay Times. on 3/23/23, I opted for a subscription for digital news articles and a Sunday paper. After multiple calls and promises from the company, I have received ZERO Sunday papers. Now they have the absolute gall to call me and ask me to sign up for additional services. At this point, I'd love to get what I paid for, but it seems they are not inclined to provide services that were paid for. I was also denied a refund when I called. If there is a way to penalize this company, it would be appreciated.Business Response
Date: 12/26/2023
Our sincere apologies. We have refunded $32.50 back to the credit card and we will investigate and take corrective action.Initial Complaint
Date:12/18/2023
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.
Despite prepaying my yearly subscription until February 9th, ****, and requesting confirmation of no price increase, any extras and an optional renewal, I was unexpectedly charged $232.03 on November 10th 2023 (Friday evening), Three months before the yearly subscription ends. I didn't get any notification and an invoice before they debited my credit card. When I contacted customer service on following Monday, requesting a refund and immediate delivery cessation, they emailed about "escalating with accounting" and promised a two-week update. Now, over four weeks later, their new representative claims no knowledge of the situation and denies the refund possibility. This unprofessional handling of my prepaid subscription, clearly-communicated request is deeply disappointing.Business Response
Date: 12/19/2023
Our sincere apologies. We will take corrective action and refund $232.03 as requested. Please contact ******************************** if you have any questions. Thank you.
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