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

  6270 Houston Place Suite 200 Dublin, CA 94568

  
• 

  Bay Area News Group

  4301 Lakeside Dr Richmond, CA 94806-5281

  
• 

  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

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:12/13/2023

  Type:Delivery 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.

  News Paper has never been delivered , not even one !

  

  Business Response

  Date: 12/14/2023

  Our sincere apologies.  We extended the subscription to offset the missed deliveries and we will get delivery started.  If you have any further issues, please contact ********************************.  Thank you for being a loyal reader.

• Initial Complaint

  Date:12/11/2023

  Type:Delivery 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 subscribe to the East Bay Times. For 3 weeks now, I have only occasionally been getting my paper. I call customer service, am assured the paper will be delivered and it hasn't been delivered. I am repeatedly assured a manager will be contacted and this problem will be fixed, and I'm still only occasionally getting my paper, even when I call and ask for it. I did not get my paper today, yesterday,I did not get my paper several times last week, the week before, and the week before that.

  

  Business Response

  Date: 12/12/2023

  Hello, our sincere apologies.  Our delivery manager, *********************, will investigate and resolve this.  If you have any questions, please contact ********************************.  Thank you for being a loyal reader.

• Initial Complaint

  Date:12/09/2023

  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.

  My wife (********) and me (***********) had called and cancelled our subscription (subscription number *******) to Mercury News effective October 19, 2023 (not a hold but cancelled the subscription) and were informed that our credit card will NOT be charged any more. This was confirmed by Ms ****** on my call with her again on Dec 6, 2023 at about 10:45 am.Despite the cancellation of subscription and assurance that our credit card will not be charged, on Nov 8th 2023, Mercury News fraudulently charged our credit card $ 18 as monthly subscription charge.It did not end there, Mercury News charged us AGAIN fraudulently on Dec 6th $ 18 as monthly subscription charge. I called up their customer service on Dec 6th and got Ms ****** who was equally puzzled as to why was I charged when our subscription was cancelled on Oct 19th. She confirmed that in their system the subscription is shown as cancelled. I insisted on talking to her manager as I was not getting any date as to when will the refunds (till then, of $ 36). She put me in touch with ************* (not sure if I am spelling her name correctly) and she promised that I will NOT be charged any more, will be a refund within 5 business days and my credit card details will be deleted from the system (as that is my right to ask for PIIs to be deleted). Today, Dec 9th, Mercury News has charged me AGAIN $ 18 for the monthly subscription instead of refunding my money (now it is $ 54). I want not only my refund but also want in writing from Mercury News that all my PII information (including my credit card) has been deleted from the system and an apology in writing for fraudulently charging me even AFTER their manager had promised that I will not be charged and my PIIs will be removed from their system,I am including the three fraudulently charged confirmation here in.

  

  Business Response

  Date: 12/11/2023

  Hello, our sincere apologies.  We will refund $54.00 and follow up with ******* and take corrective action.  Your credit card will not be charged again.  Regarding deleting your personal information, MediaNews Group has created two different methods for you to request this:
  1. Email - Send an Email to: ************************************************
  Or
  2. Letter - Send a letter to the following mailing address:
  MediaNews Group
  PO Box 909
  ********, ** *****

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20983802
  
  Am rejecting this response because:

  1) I have not yet received the refund from mercury news (earlier too they had promised a refund and instead charged me, hence a trust issue)

  2) My PII has not yet been removed and have NOT received ANY confirmation that it has been removed. 

  Till both those actions have not take place, this issue has not been resolved. Once Mercury News provides evidence that they have completed those two steps, this issue stands as an issue and request your help to not let Mercury News bully anyone else by just providing lip service.
  
  Sincerely,
  
  Hazurasingh & ***************************** & Hazurasingh

• Initial Complaint

  Date:11/29/2023

  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 called today to cancel my subscription to the MercuryNews since on their website as seen in the attached screenshot they say you can cancel anytime. To me that means you'd get your money back for the unused portion of the subscription. ******* said I could cancel it but they won't refund the unused portion because they don't offer refunds. Nowhere in their "terms of use" **************************************************** does it mention no refunds, I would like a prorated refund.

  

  Business Response

  Date: 11/30/2023

  Hello, the no refund policy is mentioned on the emails we have been sending you each time a payment is processed.  Its also in the arbitration link: ***************************************************

  We will go ahead and stop the subscription now and provide a prorated refund.  Please allow 14 days for refund processing.  Thank you.

• Initial Complaint

  Date:11/20/2023

  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 received a billing notice dated 2/6/2023 (the notice indicated I was paid through 2/27/2023) . I paid February 16, 2023 in the amount of $220.81 via a check. This payment was for 52 weeks.I received a billing notice dated 11/9/2023 (the notice indicated I was paid through 11/21/2023). I paid November 18, 2023 in the amount of $220.81 via a check again. This payment was for 52 weeks.After I paid, I had a nagging feeling that something was wrong. I researched and discovered that the East Bay Times apparently has a different way of counting weeks than the rest of the world. I called customer service and was told that there was a notice sent in August that a temporary surcharge was being added which would shorten my subscription. I have NO recollection of any such notice ever came. When I called, the representative explained to me that the 'temporary' surcharge was still in effect and that I wasn't going to get a full 52 weeks again.If the surcharge was temporary (in August) and they were going to do the same thing again, wouldn't a normal person assume that it would be on the billing notice, they certainly had the time to change the text of the bill notices.Resolution for me would be to honor the "52 weeks" as stated on both billing notices and my subscription should be fully paid until February 27, ****.

  

  Business Response

  Date: 11/21/2023

  Hello, our apologies.  We sent a notification about the surcharge in April.  The renewal notice also states that pay through dates will be affected by different factors, including but not limited to, changes in delivery, service adjustments, supply chain surcharges, and interruptions in service.  We will extend the expiration date to 02/27/2024 during the current subscription term.  Thank you.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20896572
  
  I am rejecting this response because:

  I have already sent a check (perhaps it has not posted yet) to cover until February 2025.  My check number is noted on the *** file for 2023.

  I also believe the 'surcharge' should be noted on the billing notice, rather than the nebulous description you are using.

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

  

  Business Response

  Date: 11/22/2023

  Ok, understood.  Once the check is posted it will cover until February 2025.  Thank you.

  Customer Answer

  Date: 11/23/2023

  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:11/16/2023

  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 had a digital subscription to the ** Merc through Oct of this year. When they attempted to charge me for another year, it did not go through because the credit card had changed. They called me on Nov 7 8:33am PT from ************. I told them during that call I wanted the subscription cancelled. Shortly after that on Nov 7 8:51am PT I received a call from ************, the agent said it was mercury news and I owed a balance of ****. I said to send me a bill in the mail. She said it was not possible she needed my credit card. I said no I don't want it to be charged further. Finally I said OK but it's only going to be charged for this balance and no further right? She said yes, so I gave her my credit card over the phone. My card was charged **** on nov 7 as expected. Then it was charged $14 on 11/13. On 11/15 I got an email saying I was charged for subscription renewal. I immediately called subscription support and they said they had to review my earlier call to "confirm I said I wanted to cancel the subscription". It is unethical for this business to charge me for this after I canceled and then to require that I have to spend all this time to get my money back. I told the agent on 11/15 that if they "found" that I had not cancelled that I would have my credit card company reverse the charge.

  

  Business Response

  Date: 11/17/2023

  Our sincere apologies.  We will refund the $14 and take corrective action.  Thank you.

  Customer Answer

  Date: 11/17/2023

  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:11/14/2023

  Type:Customer Service 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.

  Like others, this comment is about lousy delivery and customer service. This happens a few ********************** a year. The paper is not delivered. I call the customer service number and make an on line request for a delivery of the paper. It never comes. This week , the Sunday paper didnt come nd I made an on line request. , called Mon and again on Tuesday. Always same response. Sorry, Ill request a replacement. I asked for a circulation manager and phone number to call. The agent would give me that information. I then asked to be called. Nothing happens. Horrible busy

  

  Business Response

  Date: 11/17/2023

  Our sincere apologies.  We will contact our distributor and take corrective action.  If you have any further issues, please contact ********************************.  Thank you.

• Initial Complaint

  Date:11/11/2023

  Type:Customer Service 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 was a subscriber of East bay times owned by ************ Mercury News. When the agent called me to subscribe couple of years ago, he told me that they will take my credit card but will not increase the price. I also told him at that time that I do not want their special editions. However, they kept increasing prices and kept sending special editions and automatically kept deducting price for special editions. Also, when I put it on vacation hold, agent told me that I will get credit for that but never got it. Finally on April 5, 2023 I called them and told them to remove my credit card from the account. However, they still charged me the on July 23. When I talked ******(agent # ****) and ******(agent #****) who was the supervisor, told me that they will instruct finance department to issue an refund. They did stop my subscription immediately but so far no refund for1. Remaining amount2. Vacation holds3. special editions that I did not ask forNow whenever I call them, they say it is up to finance department and when I ask for finance department, they tell me that finance department has no contact number.Thanks,,**********

  

  Business Response

  Date: 11/13/2023

  Our sincere apologies.  When there was a rate increase, we sent a notification letter in the mail a few weeks in advance to ****************************
  ******* **  94544-1256.  We will refund the entire last payment of $77.53.  The refund will go back to the **** credit card.  Please allow 1 week for the refund to be processed.  Thank you.
  

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20856640
  
  I am rejecting this response because:

   

  When the person on the phone who signed me up, told me that I will not get any special editions when I told him I do not want any special editions. I still got special editions and was charged for it. Also, for vacation holds, paper's website clearly says if we want to donate the credit or apply the credit to my account. But credit was never applied.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/14/2023

  Hello, our apologies.  The subscription was shortened by 83 days due to the premium editions and 53 days due to vacation.  So we will refund an additional $68.00 which will cover 136 days.  If you have any questions, please contact ********************************  Thank you

• Initial Complaint

  Date:11/09/2023

  Type:Delivery 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 paid for a three month subscription and never received the paper. I called numerous times on their automated system to complain and still no service. After a while I gave up. Today I called and they said they were experiencing a delivery problem and that it had been resolved so I asked for a credit and please resume my delivery and they told me no unless I paid for a new subscription and no credit for the over worth of service I had already paid for and never received.

  

  Business Response

  Date: 11/13/2023

  Our sincere apologies.  We credited the subscription for the missed deliveries and contacted our distributor to get delivery started.  If you have any further issues, please contact ********************************  Thank you

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20849631
  
  I am rejecting this response because:
  I only received the paper one day and that was it. They are not properly addressing the situation. I would just like to receive the paper and have a regular delivery and continue subscribing.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/14/2023

  Our apologies again.  We will get this fixed.  If you have any further issues, please contact ********************************  Thank you

• Initial Complaint

  Date:09/21/2023

  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 so agree with the other reviewers. At least I know I'm not alone now. I've subscribed to East Bay Times for over 25 years now! It definitely is not the newspaper it used to be. Everything is worse. The carriers apparently have been subcontracted now, so have no oversight and rule what ever they want. They don't deliver, many missed papers, and refuse to leave paper on front porch now. IF they decide to deliver on any given day, find paper in bushes days later. (apparently they throw from moving car now?) Trying to contact a Supervisor (as 1st line ****. serv. can't help at all!) ends up not being able to. They say they'll call back. NEVER do. They say they'll redeliver missed paper. NEVER do. Now convinced hired carriers deliberately do this so subscribers cancel and they have less work to do. Calls and escalation now go nowhere. Even when they say the circulation ***** will take care of is, never happens. Because carriers now are not employees, the newspaper says they cannot dictate or fire or discipline no service. Wow! How convenient is that. It's time to cancel my subscription after being a longtime loyal customer. I now realize nothing will change. I now don't expect a refund either from reading the other reports. But I've had enough frustration and disappointment. Things have certainly changed, nobody cares, nobody in control listens, and this newspaper service is the worst it's ever been. What in the world happened???!

  

  Business Response

  Date: 09/25/2023

  Our sincere apologies.  Please provide the address so we can investigate and take corrective action.  If you have any questions, please contact ********************************  Thank you