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

  
• 

  San Jose Mercury News

  4 N 2nd St #800 San Jose, CA 95113-1317

• 

  Bay Area News Group

  2640 Shadelands Dr Walnut Creek, CA 94598-2513

  

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:04/05/2023

  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 been a subscriber of East Bay Times for almost 25 years. Last May I paid for the automatic payment option for a year. I kept that receipt in my email to remind myself to revisit it. On March 31st I got a Thank You letter for my payment for the following year. I contacted them and said I wanted to cancel my subscription and wanted my cc credited. They said it was a done deal. Since I didn't turn down the "*****************", my subscription was ready for renewal on March 31st. What? What I want is a credit in the amount of $295.25 on my cc.

  

  Business Response

  Date: 04/12/2023

  Our sincere apologies.  We will refund $295.25 back to the **** card.  Please allow up to 14 days for processing.  Thank you.

  Customer Answer

  Date: 04/13/2023

  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:03/27/2023

  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.

  I have paid for a subscription for Sunday delivery only. I have not received my paper for 6 weeks. Ive called every Monday after the non-delivery. Ive emailed the business 3 times. I asked for a refund. I was told I cannot be refunded, but they will extend my subscription to June. I would like to know if they have extended my non-delivery?I am continuously on hold when I try to call now.They do not address nor fix the problem. They do not follow-up on the issue.

  

  Business Response

  Date: 03/30/2023

  We sincerely apologize.  Much like other ************* businesses, we are experiencing a labor shortage that is affecting newspaper delivery in your area.  We will refund the balance on the account plus 6 weeks.  So the refund amount will be $13.37.  We are sorry we were not able to deliver.  If you have any questions, please contact ********************************

  Customer Answer

  Date: 03/31/2023

  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:03/07/2023

  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 am a long-time subscriber to the East Bay Times (formerly Contra Costa Times). During the past two weeks, my paper has been delivered only 3x. I have called to complain and ask for a refund but was told that it is not their policy to issue refunds. Problem is that they offer an extension of service for missed papers, but I am not receiving any papers! So their extension of service is essentially an extension of nothing. Then they said that I must call every day to document non-delivery, but when I call, I am on hold endlessly. I would like a refund of my subscrdiption for the days I missed the paper and also for the upcoming time until my subscription is up. There is no point in extending a subscription when I am not receiving any service! I have tried speaking with them but keep getting the same "It is not our policy to issue refunds." I have been a subscriber for decades, but this level of service is causing me to end my subscription. I want to be "made whole" by receiving a refund for services that were not delivered.

  

  Business Response

  Date: 03/08/2023

  Our sincere apologies.  We will refund for the missed deliveries and the time up until the subscription expires on March 10th.  If you have any questions please contact ********************************.  Thank you.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19547926
  
  I am rejecting this response because:
  I am rejecting this response because the East Bay Times repeatedly told me that they have a no refund policy and would not refund my money. They said they would extend my service which is ridiculous because no services are being given. I have not received any newspapers. I have not received a refund. I am constantly put on hold for endless amounts of time. They also reupped my subscription after I specifically told them I wanted it stopped. I have been unable to speak to a manager ** they "are busy". The person in the escalation **** I spoke to said she would call ************ minutes. She never did.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/15/2023

  Our sincere apologies.  We processed the refund for $59 on March 9th as requested.  The refund went back to the original credit card.  Please check with your credit card company for the refund.  If you have any questions, please contact ********************************

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19547926
  
  I am rejecting this response because: The business charged my credit care for a new subscription even after I told them I did not wan to reup. They owe me for more than the missed subscriptions. They owe me a refund for the unauthorized subscription.

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

  

  Business Response

  Date: 03/16/2023

  The last auto payment was on 02/13/2023 and the amount was $78.30.  On 03/01/2023 we received a request to stop the subscription, so that was after the payment.  We will refund an additional $19.30 so that the entire payment will be refunded.  Please allow up to 14 days for the refund to appear on the credit card. We apologize for any inconvenience.

• Initial Complaint

  Date:03/05/2023

  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.

  I paid for a subscription to the Sunday East Bay Times. That was a month ago and I have yet to receive a paper. Due to a breach of contract, I would like to cancel my subscription but the company refuses saying it is non-refundable. I don't believe I should pay for a service I am not receiving.

  

  Business Response

  Date: 03/06/2023

  Our sincere apologies.  We will provide a full refund and stop contact as requested.  Thank you.

• Initial Complaint

  Date:02/11/2023

  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.

  A man calling himself ********************* approached me asking me if I was interested in buying newspapers in order to help him buy engineering textbooks. I said no since I don't typically find myself with enough time to read newspapers. At this point, ************** explained that I could buy them for a local nursing home. Sensing this was a scam, I refused to give ************** my credit card or bank account information but offered to venmo him $20 as he claimed to be attending ****************** (where I had previously attended) and given that the Christmas holiday was coming up this all occurred on December 20th, 2022. I never agreed nor was I informed that I would be signing up for an ongoing subscription through the East Bay Times. I am now receiving bills from East Bay Times in service of this subscription.

  

  Business Response

  Date: 02/12/2023

  *******************
  1329 ***************
  ************ 94702
  Daytime Phone: **************
  E-mail: ********************
  
  Hello ****: Thank you for your message from BBB regarding *********************:  His response to you about buying papers for a local nursing home is not allowed by us as well as receiving any form of donation as specified on the subscription agreement that he is required to have you sign at the point of sale which specifies that this is an ongoing subscription.   I'm very sorry that ***** misrepresented this to you.  We of course do not want to continue sending you newspapers that you do not want so we will stop the account straight-away and remove any remaining balance as you requested from the closed account.   Feel free to contact me directly at ********************************* if you have further questions or concerns.

  
  The details of this matter are as follows:
  
  Complaint Involves:
  Refund Or Exchange Issues
  
  Customers Statement of the Problem:
  A man calling himself ********************* approached me asking me if I was interested in buying newspapers in order to help him buy engineering textbooks. I said no since I don't typically find myself with enough time to read newspapers. At this point, ************** explained that I could buy them for a local nursing home. Sensing this was a scam, I refused to give ************** my credit card or bank account information but offered to venmo him $20 as he claimed to be attending ****************** (where I had previously attended) and given that the Christmas holiday was coming up this all occurred on December 20th, 2022. I never agreed nor was I informed that I would be signing up for an ongoing subscription through the East Bay Times. I am now receiving bills from East Bay Times in service of this subscription.

• Initial Complaint

  Date:01/25/2023

  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.

  Today I received a payment notice from the said company for the news paper I have never agreed to subscribe. Then I remembered about a couple months ago a college student knocked at our door and tried to sell the subscription service. Out of good will I donated some money but told him I was not interested in whatever he was getting me into. Upon leaving he insisted getting my name, address, phone number and my signature which he said to be a proof of my donation and also a proof of his door-to-door work. I was trying to be helpful and his words made sense, so I signed. Now I realize what I have got myself into. I want to state clearly here that I am not interested in anything from this company and hope they stop sending anything to me. Please help me to forward this to them and stop the nuisance. I appreciate your hard work.I shredded the payment notice, so no attachment this time. I will attach one if I get a new bill from them.

  

  Business Response

  Date: 01/26/2023

   

  Hello ***: Thank you for your note via BBB.  I will notify the company that conducts our door to door subscription sales that you want no further contact and I will place your phone number on our do not call list.  I apologize that the sales person accepted your donation as it is not allowed and it it the reason the we boldly state NO DONATIONS ALLOWED at the top of the subscription form you signed. Please disregard any further renewal ******** that *** cross in the mail as this is certainly your decision if you want to pay for any additional newspapers.   Please contact me directly if you have any further questions or concerns at *********************************  

   

  Customer Information:
  ***********************
  4747 ******************** apt 3f
  ********, ** 95130
  Daytime Phone: **************
  E-mail: ***************************
  
  
  The details of this matter are as follows:
  
  No further contact by the business

  Customer Answer

  Date: 01/26/2023

  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:01/23/2023

  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.

  On Jan 11, 2023 I received a sales call from Mercury News, and I decided to accept their offer for 20 weeks of their newspaper (in print) 7 days a week at $42.90, and I was promised that I would start getting my newspaper the next day, on Jan 12. Unfortunately, nothing came the next day, and I called them and again, was promised delivery the next day.I registered and login in to make payment of $46.71 (additional $2.95 for service fee and $0.61 for past due amount!!! ) Which I called and disputed, and they said will credit it back to me.For the next few days, I called in daily as I am not getting any newspaper at all. Each time, they promised me the next day delivery!!! Finally, I decided to cancel their services and demand my money back, on Jan 18. and after a few money email, they tell me to read their subscription agreement and that - Please know that this is a prepaid subscription, we would be limited in regard to a refund. Your subscription grants you a FULLY PREPAID, NON-REFUNDABLE license to receive and access the subscription materials for the duration of the subscription term, in which case we could set the stop date at your expiration date if you wish. For more information on our refund policy, please click here: *************************************************** !!!!I cannot believe that I am getting this kind of reply from this organization!They take my money, failed to deliver their business commitment, and I have no right to demand my money back? And they have the cheek to state in their subscription agreement that subscribers waived ALL RIGHTS and claims against them!!! Refund for their non-performance included?My account name : Heng Eng Account no, *******

  

  Business Response

  Date: 01/24/2023

  Our sincere apologies.  This is not the type of service we aim to provide.  We will issue a full refund in the amount of $46.71.  If you have any further questions, please contact ********************************.  Thank you.

• Initial Complaint

  Date:12/14/2022

  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.

  A person came knocking on our door, saying he wanted donation for a free newspaper subscription. He said the newspaper was already paid for and if i want to cancel the subscription, I should call the number to opt out. I have called the number ***************) 50 times and the phone disconnects immeditately. The website listed on the paper also does not work. I want to ensure I can opt out of the subscription and not receive any bills but am unable to do so. I want to make sure this business does not ever contact me again.

  

  Business Response

  Date: 12/14/2022

   

   

  Hello *******: I will have our subscriber services cancel your account.  They changed their phone number and canceled the 800 number replacing it with ************ but there are still some of the door crew contractors that have the old phone numbers on their forms. If you type in Mercury News subscriber services into ****** search the correct number is also listed.   I will forward your complaint to the company that conducts our door to door subscription sales instructing them not to contact you in the future an place ************ on our do not call list. Please contact me directly at ********************************* if you have further questions or concerns. 

   

  Thank you!

  *************************
  1040 **************** Unit 3
  *******, ** 94002
  Daytime Phone: **************
  E-mail: ***************************
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Customer Services Issues
  
  Customers Statement of the Problem:
  A person came knocking on our door, saying he wanted donation for a free newspaper subscription. He said the newspaper was already paid for and if i want to cancel the subscription, I should call the number to opt out. I have called the number ***************) 50 times and the phone disconnects immeditately. The website listed on the paper also does not work. I want to ensure I can opt out of the subscription and not receive any bills but am unable to do so. I want to make sure this business does not ever contact me again.

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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.

  My complaint is about San **** Mercury News subscription/billing practices. I wasn't receiving my paper due to carrier issues, so I had cancelled and had to fight for a refund since I had pre-paid for paper that I wasn't receiving. They argued that there was no refund for prepayments but finally refunded the remaining portion of my payment, around $70.00. Shortly after, I received a letter from a carrier stating that she was servicing my route and assuring me that I'd receive my paper daily. So, I subscribed again but told the customer service agent that I wasn't going to pre-pay but would pay at the end of each month. Subscription restarted on 9/27/22. I got a lower rate of $11.03 per month. I paid via my bank from Sept. 27 thru Oct 27. Then I received a bill for $34.42 dated 11/9/22 Says it's the third reminder. I called them and the rep basically said that they were trying to get back the $70 that they had refunded me. I refused to pay, of course. This is a very sleazy and underhanded way to treat customers. I'd expect a newspaper of their standing to have more integrity. I haven't received a bill for what I actually owe them for the time period Oct 28-Nov 28 but I did pay it via my bank. Also, I am still having issues with receiving paper on some days, especially on weekends.

  

  Business Response

  Date: 12/06/2022

  Our sincere apologies.  We will stop sending you bills and you don't owe anything.  If you have any questions, please contact ***************************************.  Thank you.

  Customer Answer

  Date: 12/11/2022

  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:12/03/2022

  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.

  I tried to cancel subscription by email,was instructed a phone call was required to effectuate cancellation. I called several weeks ago, ********* confirmed the subscription details and that it would be cancelled. I requested written confirmation by email and he said it would be sent. Nothing ever came even though he confirmed my email address. Charges to my Amex credit card continue regardless.I want a credit for one month and a cessation of future charges. AND CANCEL SUBSCRIPTION RETROACTIVELY!

  

  Business Response

  Date: 12/05/2022

  Hello, We found that you started 3 subscriptions.  The account numbers are *******, *******, and *******.  Account ******* is still active, so we we stop that account and refund the last payment of $14.  If you have any questions, please contact ***************************************.  Thank you.