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:08/30/2024

  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.

  I paid for a subscription to the digital format of the Denver Gazette. When I purchased the subscription I was told that I would have the option to renew the subscription, not that it would renew automatically. Additionally, the credit card used, ended up expiring after my initial payment was made but before the renewal. From my understanding of the renewal process when I paid for the first few months of digital access, I was told that my subscription would cancel if a new form of payment was not provided. So, I didn't bother calling or anything like that because I didn't know it was necessary. But now, the Denver Gazette is trying to say that I owe them $30 for a service that I didn't want nor use because they kept billing me after the renewal date. This is not an ethical business practice and seems fairly predatory.

  

  Business Response

  Date: 09/04/2024

  The Gazette has wrote off the amount owed of $28.98 and the balance is now at zero.

  Customer Answer

  Date: 09/07/2024

   
  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:06/19/2024

  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.

  I subscribed to the Gazette newspaper after talking to a rep set up in a local store giving out $10 discount coupons. As the term of my promotional subscription neared I called to cancel and was told I missed the deadline by one day and that my card had already been billed. I asked to cancel the subscription after the new one expired in May and was told on the phone that she would cancel the subscription and remove my card. I just received a renewal bill in the mail and called to ask why I would receive this notice since my subscription was canceled already and was informed I owe $9.82 for a magazine and a special holiday issue even though I never received either of them. I now realize my subscription was never cancelled, it was taken off auto renew and bills would be sent. This is a clearly a way to keep people on the hook and seems like a scam which is really sad for our local paper to do. I would like the $9.82 balance on my account to be removed and my account to be cancelled. I did ask this multiple times on the phone but she just keep repeating her script about how it is clearly written on the back of the renewal bill. This is true but I did not receive a renewal notice until AFTER the magazine and special edition I NEVER received were supposed to be delivered. It also says "Your subscription will automatically renew, continually be delivered and continually be charged UNLESS YOU CALL TO CANCEL which I did back in March

  

  Business Response

  Date: 06/20/2024

  The Gazette has already written the $9.82 off the account and the account is now at a zero balance.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21874037
  
  I am rejecting this response because:

  As of this morning June 21st 2024, my account still shows $9.82 due.  Please zero my account and CLOSE it. I have asked multiple times over the phone for this account to be cancelled/closed and cant believe I am still dealing with this!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/24/2024

  The print screen provided by the customer had to be taken prior to the finance department running processing which zeroed out the account. the account was stopped and the account is at a zero balance.

  Customer Answer

  Date: 06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am very disappointed with the correspondence and how the Gazette makes customers jump through hoops to close an account, I find that this resolution is sufficient. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/23/2024

  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.

  On Wednesday, March 27, I notified the Gazette by e-mail along with a picture that my morning paper was thrown under a parked car. Immediately, I received a phone call apologizing for this and that the matter would be taken up with the manager. Then on Wednesday, April 3, it happened again. I again e-mailed the circulation department telling them I wanted to cancel my subscription and receive a full refund. I received several phone calls wanting to discuss this. I do not want to discuss my account and e-mailed again on. April 3 telling them I did not want to talk with them about this issue and I wanted an immediate refund. Now April 21, I am still getting the newspaper delivered and have had no refund. I have mobility issues. No one should have to get on the ground to retrieve their newspaper. I am fed up with The Gazette. Please help me obtain my refund and cancelation. I do have pictures, but they are too big to send here.Thank you,*************************

  

  Business Response

  Date: 04/23/2024

  The Gazette has a no refund policy which is clearly stated on the back of each renewal notice (print and email) the subscriber has received. Retention staff and the Field Manager has made attempts to contact her concerning resolution to her delivery and she has refused to answer the phone or return any calls. Therefore, no refund will be provided, and the subscription will be stopped on the expiration date 6/1/24.  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21605043
  
  I am rejecting this response. After submitting this complaint,  the paper was again thrown under the car.  I have knee issues that make getting down on the ground painful to retrieve the paper.  Yes, after repeated emails letting them know the situation and speaking with someone about this, I am beyond fed up and do not want to talk withthim about their shoddy service.  If a refund will not be issued,  then at least deliver it in a safe location away from the car.

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

  

  Business Response

  Date: 04/25/2024

  The newspaper will continue to be delivered to the standard location- the driveway. If the subscriber would like to have the newspaper delivered to a different location, she will need to call to discuss those other options and the related cost. The Gazette has a "no refund" policy and therefore the remaining balance will not be refunded. The subscriber can call me personally at ************ to discuss. 

  Customer Answer

  Date: 04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory . JUST DON'T THROW IT UNDER THE CAR.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/06/2024

  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 account was automatically charged for subscription renewal without any notice of any kind. When I received the alert from my credit card of the charge, I immediately called to explain that I had moved from Colorado and no longer was interested in news from there, nor was I aware of the auto renewal of my account and I requested a refund. The representative, ****, was very rude and advised they would not refund my money under any circumstances. He said the information about my account was available online and my being unaware of the auto renewal was my problem. Automatically charging customers without advance warning so that they can decide if they want to continue receiving your service in advance of purchasing it is reprehensible. No reputable business would force people to be their customer against their will and trick them by charging them without notice.

  

  Business Response

  Date: 04/10/2024

  Per the conversation with the Gazette supervisor The Gazette will refund $109.89 which is the payment of ****** minus one month of $9.99. 

  After reviewing the call with the call center representative, it was determined that ******* followed the terms and conditions when explaining the no refund policy. ******* was not rude but following protocol. This refund was approved by management outside normal business policy. The customer has been a prior customer and was required to acknowledge the terms and conditions of the subscription prior to the subscription starting. 

  Customer Answer

  Date: 04/11/2024

   
  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:03/08/2024

  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.

  They are attempting to bill me months after cancellation. When I canceled, they said everything was clear, nothing due, and took my credit card off file, and said I should be good.However, since my "subscription" period was still paid through a certain time (even though I wanted the cancellation effective immediately), they charged me for a "holiday" edition paper after I canceled, which was an extra service I did not authorize, and happened after my cancellation.They sent me a bill, refuse the adjust it, and are threatening to send me to collections over $16 ($16 for an extra paper, which is ridiculous in it's own right). I spent a lot of time on the phone with someone who kept trying to explain it to me that it was perfectly ok for them to provide and bill for services after cancellation. She refused to waive the $16 and said they will continue to try and collect it. Kind of silly considering they will spend a lot more than $16 in the process of collection.Their ******** practices are deceitful and unethical.

  

  Business Response

  Date: 03/12/2024

  The Gazette has written-off the balance owed of $16.81 and the account is now at a zero balance. 

  Customer Answer

  Date: 03/14/2024

   
  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:02/28/2024

  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.

  We have been long term customers of the Gazette and have renewed our subscription for several years. The subscription expired in November 2023 and we did not renew the subscription. It has been our experience with every type of subscription in this industry that when the subscription period we've agreed to ends, the subscription is over. On February 27th, I received a letter from the Gazette dated February 5 saying that they regretted the subscription was discontinued and that we owed $57.51 for newspapers delivered after the subscription ended. (As an aside regarding the date shown on the letter vs. when I received it, I do not know if they waited a few weeks to mail out the letter or why the letter was dated so much sooner than when it was finally delivered to me.) I contacted customer service on 2/28/24 as it seemed like a misunderstanding and I wanted to make sure they correctly showed a zero balance on the account since we never renewed the subscription. The customer service person I spoke with was extremely rude, kept interrupting me, would not let me complete a sentence, and was so extremely unprofessional even my daughter who was sitting next to me could hear what they were saying and how badly they were treating me as a customer. I asked to speak to a supervisor and the representative refused. I advised that I would likely be filing a complaint with the BBB and that I would try to call back and hopefully reach a more helpful/respectful customer service representative. I called back and did reach a much more respectful customer service representative. Unfortunately she could not help me with the issue but at least she communicated in a professional manner. My request is that the $57.51 be cleared from the account and the account be considered paid in full. I will also try reaching out to leadership within the Gazette regarding the situation.In answer to the BBB question about military status my husband is a partially disabled veteran.Thank you.

  

  Business Response

  Date: 03/01/2024

  The customer received the following notices: 

  1st Renewal- 10/24/23, 2nd Renewal- 12/1/23 3rd Renewal- 1/19/24. These notices also included a reminder phone call. Each one of these notices states in the terms and conditions the service is continuous and the customer must call in to cancel. The account was finally stopped on 2/1/24 for nonpayment. Therefore, the money owed on the account of $57.71 will remain on the account until which time it is paid. 

  See attached. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21362257
  
  I am rejecting this response because: there was not a single phone call made and in every instance in the past to continue service we have had to renew the subscription. We did not renew the subscription and only committed to the paper through the November expiration date our subscription ended. We have been long term customers and typically a business would as a courtesy removed such a charge when there is a misunderstanding. In addition, the Gazette response has not even attempted to apologize for how rudely and disrespectfully I was treated by the first customer service representative when I called to attempt to resolve this over the phone.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/04/2024

   Balance stands.   Management reviewed in detail the calls you have had recently with our customer service staff the call referenced by the complainant was not deemed an issue the claimant seems to think that it is bad customer service if *******/the company do not agree with her position.   ******* in question was detailed and thorough in his explanations- the claimant became belligerent when he would not acquiesce to her position and repeated that the balance would stand.  The Gazette stands behind its initial response we have provided the details and supporting documentation the balance stands and needs to be paid.

• Initial Complaint

  Date:02/26/2024

  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.

  These people are liars and fraud. Theyll move you expiration date without notice and blame it on policies and holidays. Dont waste your time or money on papers that will not benefit you in anyway. That lying snake at kind Sooper will write a date on your paper and the company will change again blaming it on holidays and policies. There are very few coupons and its all trash really.

  

  Business Response

  Date: 02/29/2024

  This customer subscribed to the paper through our Kiosk vendor on 12/20/23. She signed the offer and checked that she had read the terms and conditions that was clearly stated on the offer and the receipt she received. The Gazette is very transparent with the terms and conditions of a subscription.

  See Attached signed receipt. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21349644
  
  I am rejecting this response because: the kiosk worker gave me a date of March 17th to end the subscription before Id be billed again yet I was billed before that date for holiday paper which I didnt opt into. I want a refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/26/2024

  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.

  The gazette was doing a promotion with king ******* where if I signed up for a 3 month subscription, I would get a $10 king ******* gift card. I decided to try it. I meant to cancel before I was billed again, but I forgot, and so once they billed me for the next 3 months I immediately called to cancel it in November. They said that because I had already paid that they would continue to deliver papers I paid for, but that since they took my credit card off of my file, that my subscription would not renew and was canceled. In February I get a bill for the holiday papers that they delivered to me, which I did not ask for or want. I called to dispute this with customer service and they said I am required to pay the bill. It didn't matter that I didn't want the holiday papers or ask for them to be delivered, or that I had canceled my subscription months earlier. I think this is ethically wrong and illegal. However, I paid the bill because I didn't want it negatively affecting my credit. Be warned!!!

  

  Business Response

  Date: 02/29/2024

  This customer went online and subscribed to the paper on 9/10/23 on one of the 65% off promotions and chose to pay by autopay. On 11/7/23 they chose to call our call center and remove the credit card information and start being invoiced for the subscription. On 12/13/23 the customer was invoiced and again on 12/27/23. On both invoices the terms and conditions which include the special edition charges are explained. The terms and conditions were also included on the original online offer and had to be acknowledged before the transaction was completed. 

  See attached.

  Customer Answer

  Date: 02/29/2024

   
  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:01/24/2024

  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.

  I went to fall festival 2023 supported Thr Gazette by doing the trial for them I DO NOT READ newspapers as I use my phone. I called Sept/ OCTOBER 2023 to cancel the trial which was to end Nov. 26th 2023 I already pre paid for. After the call they decide to run a holiday type paper and sent me a bill for $12.74. I called and lady I spoke too said the paper decided after I called and cancelled to run that paper so I owe the money for that as it affects the expiration date of the trial I alreafy paif in full for. I asked for the cancellation to be done the day I called in Sept/ Oct. But they informed me I already paid until November and they will continue until then. NOT MENTIONING once hey we will also charge you and send a bill for a paper I DO NOT want or use, against my request of asking to cancel. They said they will continue to send bills until it is paid but I honestly do NOT feel I owe anything. I did not ask for holiday or magazine papers. Im unsure also how the fact they chose to change my expiration date of trial to another without INFORMING me because of holiday papers. I wanted them to cancel in October but they said you already paid so we will stop after that to send me a bill for papers I do not want, need or use. I was trying to br supportive for community by doing the payment for papers to just get screwed over.

  

  Business Response

  Date: 01/25/2024

  The Gazette shows the account at a zero balance as of 1/24/24. 

• Initial Complaint

  Date:12/21/2023

  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.

  Gazette billed for service I DID NOT order.Their response was that on the back of some correspondence they wrote that the subscription would continue until "you call us directly to cancel". What kinda of a shady, underhanded business is this?THERE WAS NEVER ANY ACCEPTANCE BY MY PART OF ANY SUCH AGREEMENT!!!They sent bill for $111.07

  

  Business Response

  Date: 12/22/2023

  After reviewing the account of **************** this is what The Gazette finds. The customer has been a subscriber on and off for the past 7 years. During that time he has received many invoices and renewal notices. He most recently received renewal notices on the following dates: 8/9/23, 9/18/23, and 11/17/23. The Gazette also sent him a notice about the amount owed on the account on 12/14/23. The customer is fully aware of the terms and conditions of The Gazette. Therefore, the amount owed of $111.07 will remain on the account and will have to be paid prior to any service being restarted. Attached is the back of the customers renewal notices which includes the terms and conditions of a subscription which states you have to call to cancel. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21043232
  
  I am rejecting this response because: I checked my Gazette Account on their website & they have a service end date of 9/30/2023; which was fine with me!  What else could this end date mean, other than out service and any charges ended on that date?

  I WAS NEVER AWARE of their "policy" or whatever.  How is it even legal to continue to bill someone WITHOUT any active concurrence or acceptance on their part?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/04/2024

  **************** has been a subscriber since 2017. In 2017 the subscriber also disputed the ****** owed on the account and notified the BBB. He ended up paying the grace ****** owed and restarted the account. The terms and conditions have been on every renewal notice since then. He has made payments provided from these renewal notices. He is aware that The Gazette provides our customers with a grace ****** to provide time for payments to post without interrupting service. The ****** of $111.07 owed on the account will remain and will need to be paid before any future subscription will be started.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21043232
  
  I am rejecting this response because:

  The Gazette Account on their website for my account states subscription end date of 9/30/2023.

  Any rational person would read it that way..

  Remove the bogus charge & stop the practice of charging without customer approval.  I NEVER actively apporved any such action!

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