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

  750 Ridder Park Dr San Jose, CA 95190-0001

• 

  Bay Area News Group

  PO Box 5501 Walnut Creek, CA 94596-1501

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2023

  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.

  This is my second time filing a complaint regarding The Mercury News (Bay Area News Group) as I believe they did not keep their part of the agreement from my last complaint. About a month ago, a teenage boy asked if I wanted to sign up for a trial and said at the end of the trial period, the subscription wouldnt continue. To end the conversation, I paid $20 in cash and he assured me that the subscription wont renew after the trial ends. It didnt sit well with me that they have my information and I did a quick research and found that this has been going on for years. I contacted the company using the number they provided but it wouldnt go through. Thats when I filed a complaint here on bbb. I requested them to remove my information from their system because I did not want to be receiving anything (subscription/news/renewals) from them as I am not interested. They reply to the complaint stated that they didnt have me in their system yet, but will honor my request. Fast forward to a month later, I receive a subscription notice by mail from them. I even had an account number with them already even if I made clear before that I want them to remove all my information from their system.

  

  Business Response

  Date: 09/11/2023

  Name:
  ***********************
  Address:
  *********************
  Apt 1
  **********************************
  Daytime Phone:
  **************

   

  *****: I apologize that the vendor who employs young people to sell subscriptions door to door on our behalf did not follow through with my request and submitted the subscription you ordered and then because the sales person misstated the terms of the subscription you asked to have cancelled. 

  I will make sure that the account has been canceled as you requested. I will reiterate with them that you wish no further contact from them in the future. Please feel free to contact me directly at ********************************* if you have further questions or concerns. 

   

  Customer Answer

  Date: 09/12/2023

  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:08/30/2023

  Type:Sales and Advertising 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.

  Mercury news billed my credit card twice. They said they only billed it once. Provided credit card statement showing two charges same amount same day. When I had cc company cancel second charge that mercury news said didnt exist mercury news cancelled my service

  

  Business Response

  Date: 08/31/2023

  Hello, we will adjust the billing and restart the subscription as requested.  Thank you for being a loyal reader.

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Mercury News subscription. On Friday July 28, 2023, they charged $250+ to my credit card to renew a yearly subscription. On the following Monday (July 31), I called to cancel. They told me their ****************** would get back to me. After calling them twice more when I didn't hear back, they told me they will not refund me because of their policy.This is not right!! My previous one-year term was shortened to 11 months because of a rate increase mid-term. Ignoring the fact that raising rates for prepaid customers is unfair, this change meant that I was not expecting my renewal to come so early. I was not given sufficient notice about my renewal date.Mercury News, do the right thing and refund my balance

  

  Business Response

  Date: 08/10/2023

  Hello, please provide your address or account number so we can locate your account and assist.  You can contact ********************************.  Thank you.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20446403
  
  Mercury News replied asking for my account number.  It is *******
  
  Sincerely,
  
  ****-khuern Tang

  

  Business Response

  Date: 08/10/2023

  Ok got it.  Our subscriptions are prepaid and non-refundable, but we will refund the balance on the account which is $245.24.  Please allow up to 14 days for processing.  Thank you.

  Customer Answer

  Date: 08/12/2023

  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,
  
  ****-khuern Tang

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a subscription to the East Bay times I paid for a year of Sunday newspapers and I have no gotten my paper since April and when I call to complain they hang up on me and will not refund my account the entire amount I paid for the paper, they also do not care that there is no one to service my area and I have called every Sunday to get my paper and no one brings it out and I end up going to a store to buy the paper which means I am paying for the paper twice. this morning called twice and was hung up on by a person at a call center who does not reside in the US and cannot help with any kind of customer service except to offer me $2.00 which is not customer service, they lie and tell you they are management when they are simply call center employees in another country

  

  Business Response

  Date: 08/09/2023

  Our sincere apologies.  We will refund the last 4 months of service which is $10.53.  We will send out the check within 14 days.  If you have any questions, please contact ********************************

• Initial Complaint

  Date:07/24/2023

  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 cancelled my Sunday delivery of the Mercury News in October 2022, but they started delivering the Sunday paper again. I phoned them and told them I did not want the newspaper delivered and I do not want it sitting in my driveway while I'm on vacation, essentially advertising to everyone my home is vacant. Despite my request, they've delivered the newspaper 3 more times creating a safety issue for my home.I want the Mercury News to stop delivering the newspaper and to never start delivering again unless I have requested it.

  

  Business Response

  Date: 07/25/2023

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

• Initial Complaint

  Date:07/04/2023

  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 ordered the San **** Mercury News Sunday edition on Sunday May 28th, 2023 - the newspaper is to be delivered to me every Sunday and the subscription cost me $52.00. The Sunday paper was supposed to start coming on Sunday, June 4th. I didn't receive the paper on June 4th. I called ************ Mercury News and let them know I didn't receive the paper and they informed me I will receive it next week. I did not receive the paper on Sunday June 11th. I called the San **** Mercury news on 6/11/23 and they informed me they will deliver the Sunday paper to me that day it did not show up. I called them on 6/12/23 to let them know I didn't get my Sunday paper. I did not receive my Sunday paper on Sunday, June 18th, 2023. I called them on 6/18/23 to let them know and they said they will have someone come by on 6/18/23 to deliver the paper for me but no one showed up. I called on 6/19/23 and let them know what happened and to ask for a refund and they told me they cannot give me a refund. I asked told them if they can't deliver the paper to me I want a refund and they refused.

  

  Business Response

  Date: 07/05/2023

  Our sincere apologies.  We will refund $52.00 as requested.  We also received a chargeback, so the credit card company pulled the $52.00 back.  Please allow up to 14 days for processing.  Thank you.

• Initial Complaint

  Date:06/27/2023

  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.

  tl;dr East Bay Times billed my bank account for a subscription I didn't request, using a name for a person that doesn't exist (at my address), and is continuing to request payment despite an email sent to their company requesting correction East Bay Times, a publication under Bay Area News Group, processed an unauthorized bank account withdrawal on May 11, 2023 under an unknown person (*************) at my address. I sent an email (uploaded as supporting document) to ******************************************* on May 26, 2023 to: 1. Remove the identity of *************, associated address(s), and bank (routing and account) from their databases. 2. Remove any subscription(s), current and/or future renewals, from East Bay Times or any subscription services under Bay Area News Group and/or affiliates. No response was ever received. On June 27, 2023, I received an invoice from East Bay Times (uploaded as supporting document) again addressed to ************* for 52 weeks of Sunday Print + All Access renewal, which I never requested, subscribed to, and have never received the product at my address.Please help me with making sure that Bay Area News Group, East Bay Times, and any of their affiliates removes this person named (*************), remove any bank account information (which is associated with me) that they have on record, remove any subscription they believe has been requested (which was not), and stop from sending invoices to my address.Thanks and please let me know what other information I can provide.

  

  Business Response

  Date: 06/28/2023

  Hello, we will remove all information as requested.  Please disregard the invoice.  Thank you.

  Customer Answer

  Date: 06/28/2023

  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.

  Thank you so much for your help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/18/2023

  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.

  Four consecutive weeks of non-delivery of Sunday paper. I would like the Mercury News to explain why this is occuring and what they will do to remedy. I would also like credit for the non-deliveries.

  

  Business Response

  Date: 06/19/2023

  Our sincere apologies.  Our distributor is having difficulty finding carriers, but a new carrier started today so delivery service should improve going forward.  We added 6 weeks to the subscription for the inconvenience.  Thank you for being a loyal reader.

• Initial Complaint

  Date:06/14/2023

  Type:Delivery 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 THE LAST 30 DAYS OUR DELIVERY HAS BEEN SPARSE WITH EITHER NO DELIVERY OR LATE DELIVERY. IN THE LAST MONTH I HAVE CALLED 18 TIMES TO GET A NEWSPAPER AND THE MAJORITY OF THE **** IT IS NOT DELIVERED. THEY SAY THERE IS A DELIVERY PROBLEM IN THIS AREA. THEY SAY THEY ARE WORKING ON IT BUT NOTHING CHANGES. THE ***** INCREASES EVERY 13 WEEKS AND THEY PROMISE TO CREDIT OUR ACCOUNT BUT IT HASEN'T HAPPENED YET. NEXTDOOR NEIGHBOR.COM HAS POSTED OVER 24 COMPLAINTS ABOUT THE SERVICE IN THIS AREA. WHAT ELSE CAN BE DONE?

  

  Business Response

  Date: 06/19/2023

  Our sincere apologies.  Our distributor is having difficulty finding carriers, however a new carrier started on this route today.  So delivery service should improve going forward.  We added 30 days to the subscription for the inconvenience.  Thank you for being a loyal reader.

  Customer Answer

  Date: 06/19/2023

  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:06/11/2023

  Type:Order 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.

  Paid in advance for a weekly paper but East Bay Time only delivered the paper about half the time. Opted for a Sunday only delivery and received 2 of the last 7 Sundays . Not only cant I get a paper but they refuse to reimburse me for the money I paid in advance.

  

  Business Response

  Date: 06/12/2023

  Our sincere apologies.  We added 7 weeks to your subscription for the inconvenience.  That extended the subscription to 02/25/2024.  We will get delivery on track.  If you have any further issues, please contact ********************************.  Thank you.

  Customer Answer

  Date: 06/12/2023

  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,
  
  *******************************.        Only if they fulfill their obligations to provide me with papers that I have paid for or reimburse me fully.