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:11/16/2023

  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.

  I started a 3 month Wednesday Sunday Gazette subscription from a guy in King ******* back in June. In July I canceled because I was leaving the State. The Gazette doesn't seem to understand no. When I returned yesterday, 15 Nov, I had a bill from them for $8.75 for some small print fees I had no clue about. How pathetic is that? I guess I'll pay it, but it beyond passes me off. I payed for 3 months of a paper I didn't hardly receive, canceled it, and receive a bill for hidden fees. I would have thought better than that of the Gazette. Thank you, *********************

  

  Business Response

  Date: 11/17/2023

  Subscriber started the subscription on 6/18/23 at a store kiosk. The receipt they received provided all of the terms and conditions of the subscription. this included an explanation of the special editions and the charges with them. They also received an invoice on 8/28/23 (per the subscriber) which also contained the same information. The Gazette is transparent with the terms and conditions. The subscriber also used inappropriate language during the conversation with the subscriber service representative. The Gazette has a zero tolerance policy for this kind of behavior to the staff. Therefore, The Gazette agrees to write off the $8.75 owed on the account and will be adding a "No start" flag on this account. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20879593
  
  I am rejecting this response because: I already paid you. Which isn't the point. I signed up for a Wednesday Sunday subscription. I feel your "*****************" were a hidden cost. And I'd already canceled when your bills came. I figured they were a way to start the paper again, so I tossed them. And you needn't flag me. Despite receiving the paper on and off for over 30 years I won't be coming back. 
  
  *********************************************

  

  Business Response

  Date: 11/22/2023

  The billing adjustment of writing off any balance owed on the account has been completed. The Gazette holds the right to make the decision to no longer do business with a customer who they feel is inappropriate to Gazette staff. The Gazette has made that decision with this former subscriber. 

• Initial Complaint

  Date:10/30/2023

  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.

  On Sept.28,2023 I was called by a gentleman from the Gazette Telegraph. He stated that he saw we cancelled our subscription (prices are too high) and wanted to offer us a better deal. He said it was a one-time offer to get the newspaper on Wed/Sun for 13 weeks for $28.73. It would start on Oct. 1, 2023, and continue through Jan 1, ****. No other charges. On 10/30/23 I received a bill saying my subscription was expiring on 11/8/23. That is 5 weeks of delivery! I called and **** explained to me that when you buy a subscription, the money gets put in a "bag" and they take the money out whenever there is a special edition or a holiday paper. My $28.73 was used up as of 11/8/23. I consider this a bait and switch scheme. I feel a subscription should be for the time promised, not at their whim to take money out when they choose to. They have these additional charges all written on the back of their bill, but when you get a phone offer, none of that is specified. You don't get a bill until they have used up all your money. Only after I received this bill did I see that I could opt out of the special editions. That was not told to me when the gentleman called.

  

  Business Response

  Date: 10/31/2023

  The Gazette would be glad to give the subscriber credit for the special edition and opt them out of any future special editions or keep the stop on the account for 11/8. We would prefer a compromise so the subscriber could keep the newspaper.

  Customer Answer

  Date: 10/31/2023

   
  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. You can credit the special edition and opt me out of all future special editions and we'll see how long the money that is left actually lasts.  I would like to strongly recommend that, on the phone, either for solicitation or a patron calling for a new subscription, it should be clearly verbalized that the customer can opt out of the special editions. This is simply good business practice that will prevent ill will from developing due to "hidden" costs.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2023

  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.

  Had a subscription for 2022-2023. In November 2022, I received a rate increase notice from the Gazette. I contacted the Gazette (I think they said I did this in March 2023) asking when my subscription would expire. I was told October 2023. On 7 September 2023, I was charged for my next year's subscription. When I called the Gazette asking why I had been charged early, I was told that my subscription end date had changed to early September. I asked why I wasn't notified of this change and they claimed I had been by having the ability to log into my account to see my subscription end date. I told them about my call earlier that year and they said they changed my end date after this call. Their reasoning for no refund to me is that 1) I had the ability to log into my account to see my end date if I had questions, 2) I was on EZ pay and 3) no refunds are given after paying, I was stuck with the settings in EZ pay (another entire year). They did not listen to any arguments I had regarding the fact that I had no reason to go to that part of my account (different page vs. reading the digital version or for putting a vacation hold) since I was told October. I had no reason to expect it would change. They claimed that there is verbiage at the bottom of page A-2 of every newspaper explaining everything. I asked why this information couldn't have been emailed to me when my subscription end date was changed and they avoided answering this question. They mailed me two notices of rate increases but they couldn't let me know when my subscription end date changed? When questioned about this practice, they said it was somewhat common for newspapers to do this. That doesn't make it right or ethical! Their business practices are not honest and an obvious ploy to cheat subscribers out of their money. They need to stop this practice for all subscribers and refund me my subscription fee.

  

  Business Response

  Date: 09/15/2023

  The Gazette has refunded the customer $423.72. 

• 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 signed up for a subscription to Colorado Springs Gazette, but did not enjoy it and did not want to continue. I called within a week of subscribing to cancel and was told I could not get a refund for period agreed to initially. I asked to not be billed for any additional papers or charges, and let my subscription end as soon as possible. The representative agreed to it, and removed my credit card information from my account and noted that I would not be billed any additional charges, that my subscription would end at the initial term. After the term ended, they billed me for $15.22, stating it was for special editions and holiday papers. I continued to call and even wrote a letter providing details of being told I would not accrue additional charges, but Gazette circulation department insists that I must pay and will not cancel this balance. I have been lied to and Gazette continues to demand I pay although I had been assured I would not be charged any additional billing.

  

  Business Response

  Date: 08/10/2023

  The customer called in on 5/31 and on 6/1 to dispute the ****** owed. Both reps explained the grace ****** owed on the account. The customer also received multiple renewal notices that have the terms and conditions of a subscription on the back. The Gazette agrees to write off the $15.22 that is owed on the account. 

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau & Colorado Spring Gazette,
  
    I have reviewed the response in reference to complaint ID ********, and find that this resolution is satisfactory. Please zero my account and you are welcome to completely delete it.
    
     It was noted in the businesss response that renewal notices were sent with terms, but as I did not renew, I did not agree to those terms. I did agree to the terms verbalized from March 2023, whereas I was told I would not accrue any additional charges. 
  

    Since lodging this complaint, I inquired with military families and friends about their experience with the Colorado Springs Gazette, and heard of similar concerns and difficulties regarding cancellations. Many noted that due to other word-of-mouth reviews, they were not ever subscribing. I note this information to recommend that the ********************** take a review of policy and procedures. Handheld newspapers are on the decrease, but play an important role in our society. Many cities have lost their papers, and to prevent that, change may be needed in the noted policies and practices.

  Sincerely,
  *************************
  **********************************
  customer # ********

• Initial Complaint

  Date:08/09/2023

  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.

  On May 3rd I noticed a purchase on my credit card for the Colorado Springs Gazette. However, I had never authorized or approved a charge. In fact I had not been in contact with anybody from the Colorado Springs Gazette for months or longer. I called the gazette to report the error. They told me they had spoke to me on May 1st or May 2nd and I authorized that claim. They said they called my cell phone. The problem is they did not. I double checked my call log and checked my phone records and there was no call from the gazette or an agent of the gazette. I filed this as a fraud charge with my credit card company. Unfortunately, the gazette believes I authorized this still. I have asked them to provide me with some kind of proof and they will not. Now I am being billed $9.99 for a "special delivery" that was made after I told them it was fraudulent and asked them to cancel all of it.

  

  Business Response

  Date: 08/10/2023

  The subscribers account shows he signed up with our telemarketing group on 5/3/23 and gave his credit card information during the call. I show he called in on 5/4 and had his credit card information removed. The subscriber received our product from 5/3 to 5/23 when he called in to cancel. No other payments were taken from his credit card. There is a balance owed on the account of $9.99 for the papers delivered. The Gazette is willing to write this amount off and zero the account.

  This subscriber had talked to more than one supervisor on this subject and keeps insisting that The Gazette has charged his credit card for more payments, We have ask the sub to send in the necessary information to give to the finance department to research for any further payment and the subscriber has refused. Again according to our records there are no other payments.

• Initial Complaint

  Date:06/21/2023

  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 signed up for the gazette paper delivery on 6/7/2023. The stated cost was $15.45 per months for 13 weeks delivery every day. The paper first arrived on 6/9/2023 and continued for only 3 days until 6/11/2023, then stopped without notice. I called on 6/12/2023 and the automated line confirmed my subscription and stated a credit would be issued for the missing paper. I called on 6/13/2023 and talked to a person who confirmed my subscription and stated a credit would be issued for the missing paper OR the missing paper would be delivered the next day. On 6/14/2023 someone from the gazette called and stated my address was not eligible for the price and they had put a hold on the account. They gave me a choice to pay far more or cancel. I chose to cancel and asked for a refund. They said they would put in the refund request. One week later, I checked my credit card statement and found that $50.37 had been charged on 6/7/2023 and no refund was shown. This amount was more than was originally stated ($15.45 x 3 = $46.35), the subscription was not being delivered and no refund was posted. I called the gazette and spoke to a representative who confirmed the subscription showed as cancelled and a refund was given in the amount of $43.40. I stated no refund was received and then the representative stated the refund was supposedly in process. I asked why the refund was less than the original charge and was told because the subscription went from 6/9 through 6/14 and therefore those papers were deducted. I told her this was incorrect since I received only 3 papers and asked for the calculations for the deductions and she would not provide it. I asked to speak with a superior who could provide that info and was told there was no one else and the refund amount would not change. I informed her that these are deceptive and fraudulent practices by selling a product, not delivering the product, not notifying me of THEIR hold, and not refunding the price.

  

  Business Response

  Date: 06/21/2023

  The Gazette has decided to refund the full amount of the original payment of $50.37. It will be refunded to the credit card used at the original sale. It should be refunded within 7 to 10 days.

  Customer Answer

  Date: 06/23/2023

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

• Initial Complaint

  Date:05/25/2023

  Type:Order 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 August 4,2022 I paid for a 52 week subscription for the newspaper for Wednesday and Sundays and Holidays which was a total of $173.16.I paid extra to get me covered for special editions and paid extra a total of ****** to cover and special editions so I would be good the whole 52 weeks.I received a new bill on 5//15/23 for $165.88 for 52 weeks however it is due June 15 ,2023.This has shorted my previous subscription by3 months which is not right .I paid the extra money last year to cover me for the 52 weeks and that is what the associate told me on the phone.I believe this is not a good business practice and needs to be corrected.My last year statement says expires on9/13/2023 not June 16,2022 like the renewal statement shows.That is why I paid the extra money and not to get shorted by 3 months of subscription.Thank you *****************.

  

  Business Response

  Date: 05/25/2023

  .************** per our conversation about your account I have extended your expiration date to 07/16/2023. We have opted you out of the special editions that we have each year, however, the holiday editions will still be charged. The cost is $2 per holiday edition and there are 10 per year. We have 7 holiday editions left in this year. Your yearly payment is $165.88 for the paper which does not include the holiday papers. The holiday papers will change the expire date each time we have them by 1 to 2 days. If you have any other questions, please let us know. 
  

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20102432
  
  I am rejecting this response because:

  The explanation given still did not address the fact that I paid extra money at the renewal the previous year to receive the paper for a full year and they shortened my subscription 3 months then only added a month back in after receiving my complaint.  Their explanation says it doesnt include holidays when My bill shows it includes holidays.  
  After being a multi-decade supporter/subscriber I have decided to not continue with their services and have notified them to cancel my subscription.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/31/2023

  This account is stopping on 7/16/23. The Gazette has added 22 days to this subs account per a conversation they had with a supervisor at the main office. The sub still made the decision to cancel. 

• Initial Complaint

  Date:05/16/2023

  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 signed up and paid in advance for 3 months of the news paper ****************** delivery. My paper was delivered sporadically at best. I called the Gazette about this issue. They said it would be corrected. It was not. I let it go, knowing I had already paid and after three months the service would be done. However, I was billed again without notice for another month. I tried to call and cancel. They said I cannot. I had to cancel before payment was processed. I asked, how would I know when the payment was to be processed? If Ive never received a bill or an email stating this. ****** from customer service explained I would have to open an email to read the newspaper flip 3 to 4 pages where it would tell me I can no longer read without registering. It is from there I would be directed to register and I would have seen my renewal date and payment information. How in the world can this actually be an explanation as to finding renewal and payment information. I did not give permission to renew or charge my credit card. This feels like a scam to charge additional payments.

  

  Business Response

  Date: 05/19/2023

  The customer signed up with the Kiosk salesman on 3/19/23. They had to agree to all the terms and conditions which were available on the tablet at the point of sale before the start could be completed. A copy of the terms and conditions are attached. This is the verbiage on the actual start form. It clearly states the customer must call and cancel.

• Initial Complaint

  Date:04/18/2023

  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 signed up for the newspaper to be delivered to my house I paid $24.95 a month for Wednesday and Sunday paper I got one paper and they stoped bring it I called them to cancel it they told me sorry we can not cancel it and we don't give money back your paper don't stop till July 2023 but I told them I did not get the paper they did not bring it here she told me sorry that it has not come but we still are not giving any Money back ,so I told her you stole my money and ran and I get nothing the lady told me sorry you feel that way, this is not right how can they treat people like this, I want my money back.

  

  Business Response

  Date: 04/18/2023

  The Gazette will not be refunding any unused portion of the initial subscription payment.   We have processed a permanent stop to coincides upon the expiration of his initial payment.   We encourage ************** to report any service issue immediately on the day of the service and The Gazette will continue to follow up on his delivery, providing any credit for a missed, offering a redelivery of said missed newspaper (per terms on redelivery) up until such time as his subscription ends. 

• Initial Complaint

  Date:12/29/2022

  Type:Order 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.

  do not get my paper and was promised it by the end of the day

  

  Business Response

  Date: 01/03/2023

  He was very pleasant he did get his paper on the porch today and was very happy that if finally made it there. He did not get a paper one-day last week and there are no notes or anything in here. He said he called and talked to someone could not remember who. He said if we do not throw it in the rocks or yard it is okay. The upper driveway or porch or he cant get it.