Complaints

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:06/07/2025

  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 was shopping when I was stopped by a solicitor who was also running a raffle while trying to get new subscribers for the newspaper. While I wasn't super interested, they told me there was a 7-day free trial I could use before deciding to stay subscribed. I then noticed a $20 charge after I had left, which seems to indicate that was a lie and I was misled about the program. Because of this poor behavior I am not interested even trying in any services provided by the Denver Gazette since they can't be upfront about their attempts to get more subscribers.

  

  Business Response

  Date: 06/10/2025

  The Denver Gazette has decided to refund the subscriber the $19.98 they paid for the subscription.

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: 23438330
  
  
  
  I am rejecting this response because not only have I not received the promised refund but was instead fraudulently charged again as seen the in the pictured attached. I plan to call their customer service line to have this reversed as soon as they open and if they fail to do so then reporting the transactions as fraudulent to be resolved that way. Had they actually refunded properly then I would have marked this complaint as resolved.
  
  
  
  Sincerely,
  
  
  
  Benjamin Zmolek

  

  Business Response

  Date: 06/16/2025

  After communicating with the customer, The Gazette has decided to refund the customer the $19.98 payment.

  Customer Answer

  Date: 06/23/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23438330, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Benjamin Zmolek

• Initial Complaint

  Date:05/06/2025

  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 signed up for a subscription I was told 7 days print. I do not care for reading on electronics and thought ok I'll pay that that's not too bad. I signed in a box on a tablet being told it was confirming my subscription. No read any terms or anything. My roommate was there also and was understanding that we would recieve 7 days of print paper. When I got the email and signed I to the account I found it is only Wednesdays and sunday. That is not what I believed I was getting. I am told they issue no refunds. That is no way to do business! The man was rude and condensending trying to put words in my mouth. Said I was yelling which I was not. However by the end of the conversation I was yelling and not very nice words. This is scamming people telling us it's one thing and then it's not. Catch people when they are already busy and go off of what people say and then when I found out it wasn't true I am told nope no refunds even amazon don't refund a trial which is a lie! Every trial I have had that I did not like the first day I have been refunded. I have npt recieved a paper yet and care not to. This is horrible business practices. That's why no one subscribes anymore . I used to throw the paper it used to be worth it and people used to care. I want a refund the service is not what I signed up for!

  

  Business Response

  Date: 05/08/2025

  This customer came by one of The *********************** store fronts and subscribed on 5/4 for a Wednesday and Sunday subscription. She provided her credit card and acknowledged the terms and conditions prior to signing for the subscription. She had to review what she was signing for prior to signing. When she called The Gazette concerning her subscription she proceeded to yell, use vulgarity and call the customer service *** extreme vulgar names. Therefore, The Gazette has immediately stopped the subscription and will refund the remaining balance on the account of $26.52. Because of the vulgarity and the extreme name calling this subscriber will not be able to restart a subscription without management approval.

  Customer Answer

  Date: 05/12/2025

   
  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:03/20/2025

  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.

  Paid for subscription for this paper on 3/7/2025. I was supposed to have 4 papers delivered by now, Wednesdays and Sundays. I have received zero papers from them. I called the customer service line and they state they give zero refunds for any reason as stated in their terms and conditions. I believe this is not professional or appropriate at all considering I paid for a service and they are not providing that service at all. I also have a ring video camera at my front door proving zero deliveries/attempts were made and that none of my papers were stolen.

  

  Business Response

  Date: 03/21/2025

  The Gazette is issuing a full refund of $33.73 or the amount of the original payment. It will be credited to the credit card used for the original payment/subscription. 

  Customer Answer

  Date: 03/24/2025

   
  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:03/13/2025

  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 have tried several times to try to cancel my subscription. I am not able to do so over email or by phone. I no longer wish to subscribe, but it is impossible to cancel.

  

  Business Response

  Date: 03/14/2025

  Reviewing the account (#********* I show no notes where the subscriber called to cancel. After reviewing our phone recordings and The Gazettes customer care email address, I show no attempted contact from this customer. Per our terms and conditions, The Gazette has a no refund policy therefore the subscription will stop on the paid through date of 4/10/2025 and all credit card information has been removed from the account. 

• Initial Complaint

  Date:03/02/2025

  Type:Customer Service 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 signed up for Sunday home delivery, I note the webpage states "Home delivery". I received the first weeks paper then no others. I called customer service who gaslighted me by telling me I dont pay a service fee for home delivery. I live in an apartment so they will only deliver to the building, not my apartment door. The so called customer service person kept gaslighting me by trying to discuss door dash service. It was continuous gaslighting.bottom line they advertised "home deliver", the terms and conditions stipulated nothing about delivery only to the building. Filing both state and federal *** complaints

  

  Business Response

  Date: 03/03/2025

  All papers delivered to this apartment building are delivered to the door of the building. The delivery contractor is not required to deliver on the 3rd floor. The Gazette has a no refund policy per the terms and conditions of the subscription but is willing to do a one time refund for this subscriber. This subscriber used inappropriate language toward our customer service representative which The ********************** has a zero tolerance.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23009171
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/04/2025

  The Gazette is refunding the original payment of $15.98 to the credit card that was used to purchase the subscription.

  Customer Answer

  Date: 03/07/2025

   
  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:03/01/2025

  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.

  Denver Gazette makes it an absolute nightmare to cancel their app subscription service. I currently subscribe to the Denver Gazette App and wish to discontinue my subscription immediately but cant find any way whatsoever to manage my account by simply navigating through the App or by canceling my service via ***** subscription services which Im sure is by design. Its extremely difficult for customers to cancel their account and discontinue service if desired. Seems pretty shady to me to not have a simple internet option to manage your account subscription services; nor have the ability to cancel the service on demand. I want my subscription terminated **** no questions asked.

  

  Business Response

  Date: 03/03/2025

  The Gazette has a no refund policy within it terms and conditions. The account is due to stop on the paid through date of 3/26/2025 and all credit information has been removed.

  Customer Answer

  Date: 03/03/2025

   
  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:11/23/2024

  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.

  On 11/23/24, a sales representative approached me at a ************ in *******. He said that I should subscribe to the Gazette because there are a lot of coupons, which would ultimately save money. When asked about the price, he said it was $22.99 for the first three months. I said no, but he said he could would reimburse me $10. I said no again, at which point he said he would reimburse me $20. He guaranteed that the total cost would only be $2.99. I agreed. When I got home, I found that I was charged $22.99 in full with no form of reimbursement. As a college student, I dont have $22.99 to spend on newspapers. I dont know what to do now. At the very least, Id like to cancel my subscription or be reimbursed.I feel like I was scammed.

  

  Business Response

  Date: 11/25/2024

  The Gazette has stopped the subscription and is refunding the full amount back to the subscriber.

• Initial Complaint

  Date:11/16/2024

  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.

  This complaint is regarding my experience with "The Gazette" related to their subscription product, communication issues, poor service, and unjust billing practices.On April 25, 2024, I signed up for an introductory offer of 3 months for $0.99. My account was charged on April 27, but I never received a welcome or confirmation email needed to set up a profile. Instead, starting April 26, I began receiving excessive emails, including daily E-Edition notices and multiple single-story emails. I used the "manage preferences" link to adjust settings, which seems to have unsubscribed me from all communications, including news updates, account details, and billing **************** July 2024, my account began being charged $9.99 monthly without notice or correspondence. Since I had stopped receiving emails, I did not realize these charges until later. When I called to cancel on October 29, 2024, I was told my profile had not been set up, explaining my lack of access. Despite this, I was denied a refund for months of unused service. My subscription was canceled, and I was informed my account was paid in full.However, I recently received a past-due notice for $8.86 for a special edition from October 27, two days before I canceled. When I called for clarification, I was again told my profile was not set up, preventing access to this content. The representative then generated a welcome email to confirm my accounta step that should have occurred when I signed up in April. This situation demonstrates a failure by the company to provide adequate onboarding, clear communication, and fair billing practices. I am requesting a refund for the months I was unable to access the service and the removal of the $8.86 charge. Additionally, the company should address their processes to prevent similar issues for other customers. There is clearly an issue with either the systems or the practices as evidenced by online ratings and reviews of the product and service experiences.

  

  Business Response

  Date: 11/20/2024

  Looking at the account the subscription started 4/27/24. The promotion was started online and was also started as an autopay payment method. No phone call was made from the subscriber concerning the inability to read the product until a call to stop was made for 10/29/24. The Gazette agrees to zero the account of the amount owed of $8.86 but will not refund the entire amount paid on the subscription. 

  Customer Answer

  Date: 11/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is SOMEWHAT satisfactory to me.
  

  Though I was not happy about the subscription charges when I finally noticed the recurring charges on that account I accepted it as a responsibility of my oversight of my expenses. However, I find it ridiculous that this simple request to clear an account balance after cancelling my subscription and being told I was paid in full required me to reach out to the BBB!

  The situation did make me review my initial experience and confirm the lack of communication about the account or the "setting up of a profile." It does make me lean toward the idea that their introductory pricing strategy is deceptive, especially with no communication or reminders around the automatic renewal. Whether it is poor practices or inadequate technological build of their platform the product comes across as a bait and switch service and is unjust. My initial experience with the product along with my interactions with the customer service team assures that I will never become a customer of them again even after I relocate to the area. And even taking into account the segment of unethical customers trying to cheat the system, there appears to be an issue with either the Gazette's systems or the practices as evidenced by online ratings and reviews of the product and service experiences both here at BBB, but on Yelp, ******, and other review sites.

  I've subscribed to multiple other national and regional newspapers over the years as I value supporting local journalism. But I have never had such a poor experience in working with the service group or the delivery and customization of the product.
  

  Regards,
  
  **** ******

• Initial Complaint

  Date:11/13/2024

  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.

  A salesperson for the paper at ******* offered me Sunday/Wed newspapers for SO MANY MONTHS and then at a special rate under $10. a month afterwards - assured me no other fees and locked in price in July 2024. I soon found that the papers were not being read (and periodically I would not get them, but since I wasn't reading them it was not a big deal). It got to the point where I just preferred to cancel the subscription since I was not reading the papers, so I called in on October 14 and requested that my service be stopped and that I did not want to be billed anymore. The gentleman I spoke with said he could not cancel the service in the middle of the month and give a refund, but could let it run out on Nov 3rd. I was fine with this since I would not be billed going forward. Yesterday, I got a letter from the Gazette saying I owed $8.87 for 'newspapers delivered'. I called and spoke with a service **** who insisted I was delivered a 'special magazine' on October 23rd. I never ordered a 'special magazine' - nor did I get any such thing, I cancelled my service on October 14th! I told her I wanted the fake charge to be removed as I was not paying it. She said she could not do that. I asked for a supervisor and she said she could have someone call me back - but I have not heard from anyone. I SINCE LOOKED BACK ON MY CREDIT STATEMENTS AND WAS CHARGED $33.73 ON JUL 12 AND THEN CHARGED $9.58 ON SEPT 9TH AND OCTOBER 8TH. SO NOW I AM THINKING HE OVERCHARGED ME ORIGINALLY AS $33.73 DOESN'T MAKE SENSE. I WOULD LIKE TO SEE THEIR PAPERWORK ON ******* this point and time - I really am upset after looking at my charge statements and am insistent that they remove this $8.87 fake charge.

  

  Business Response

  Date: 11/14/2024

  On the receipt the subscriber signed when signing up for the subscription stated the following on the extra charges. This information was among the terms and conditions of the subscription and also in every paper on page 2.

  All subscriptions will include Special Editions (Magazine type products) -- no more than seven (7) per calendar year.  The charge for these Special Editions will be up to $10.99 per edition and will affect the expiration date.  If you prefer not to receive these Special Editions you may opt-out by contacting **************** at ***************).  If you do not opt-out, the Special Editions will automatically be billed to your account and affect your expiration date.

  The Gazette has wrote off the $8.87 from your account and the account is now at zero.

• Initial Complaint

  Date:09/04/2024

  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.

  09/04/2024 Hi, my name is *****************************,..... I am filing a complaint against the Gazette,....On August 30th 2024 I sent two emails out to: ********************************** and *********************************** explaining how I would like to post an article in the newspaper,.... On how the Colorado Springs Police have not filed proper police reports for 6 months now on a Woman I reported to them,,, that was involved in Reckless child endangerment, Kidnapping and Child-Laundering/ Child human trafficking,....(With-Proof, and documentation) I wanted help from the Gazette on publishing a story in the newspaper regarding all of this as well as if it is a possibility for me to pay to have an Advertisement done regarding all of this as well,... and have not **** back from the Gazette regarding all of this,....So on 09/03/2024 I sent out,... Check-in/ reminder letters out threw email again and Unfortunately still have not heard back from the gazette regarding any of this,..... I am still wanting help from the Gazette to see if I can, post an article, write a story, or Publish an ad for any of this and Can I pay for there services to have this done?... I would like to know,....Thank-you all for your time and help,.....***************************** Cell: ************

  

  Business Response

  Date: 09/05/2024

  ***********************, the editor of The Gazette has responded/emailed this person. He has also forwarded the information to the investigative team in the newsroom.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22238973
  
  I am rejecting this response because:
  

  ***********************,.... informed me that he forwarded all of my information to a: ********************* ******************************************* and that ***** was supposed to contact me and call me, but ***** never did,... I tried reaching out to ***** myself but still have not **** back from him regarding everything,....

  I am still wanting help from the Gazette, *********************** and ********************* in regards trying to get a news article/ story Published in the news paper in regards to the Colorado springs police not working with me for 6 months on a woman whom I believe broke the law and committed several crimes,.... and I would be willing to pay for an article to be published if thats at all possible,.... I would like for this complaint to stay up and opened until I get the proper help I need from the Gazette.

  Thank you, all for your time and help,.......

  Sincerely,

  *****************************

  

  Business Response

  Date: 09/20/2024

  We/I have been in frequent contact with the complainant throughout. ********************* has talked to her by phone and there have been numerous emails and documents exchanged. 

  Customer Answer

  Date: 10/09/2024

  0/07/2024 BBB Complaint- Hello this is ******* ******* checking in, I would like to file a Complaint about: ****************************** On August 30th 2024 I reached out to the Gazette in regards to the Colorado Springs Police choosing not to file proper police reports on a woman, I believe, was involved in Reckless child endangerment, Kidnapping and Child laundering/ Child human trafficking of my daughter. Since August 30th 2024 I was assigned an ****************** reporter ***** ***** threw **** ******* on September 5th 2024 according to the Photo-proof I am providing along with this complaint.. Things have not gone well for me with the Gazette on getting all of the help and support I need for either a news article and or story to be published in the news paper, so far I sent out an Email to everyone that works for the Gazette on: 09/30/2024 To: ************************************ *************************************** ************************************** *********************************** This was the original email I emailed everyone on 09/30/2024,...... I have Gotten Absolutely no response from anyone from the Gazette since emailing people out that day on 09/30/2024 wanting help,.... I'm not understand why they are choosing not to Re-Assign me another Investigative-Reporter to take on my case/ News publishing story if ***** ***** cant work on it?... ** ***** see attached documents for full Complaint** ******* ******* Cell: ************

  

  Business Response

  Date: 10/22/2024

  Hi, all:

  We have been in contact with complainant since she reached out a few months ago.I assigned her story to a reporter, ***** *****, who listened to her request (talked to her) and said he would investigate. No story was promised, pending further reporting. It will be up to him and his editor to determine if a story can be done. Complainant set an Oct. 28 deadline, after which she said she would offer story to other outlets.