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Business Profile

Newspaper

Gannett Newspaper Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gannett Newspaper Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 377 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 ONE tine with ONE account and Im being double charged every single month. Called customer service they said I have 2 account. FOR WHAT?! Why would I need 2 accounts for the same product? 1 person 1 product 1 charge. They refused to refund me for the double charge. Will NEVER even open one their webpages or newspapers again. Then they wanted to act surprised when I said cancel everything. ******** customer service and business practice and Im not alone in this it seems

      Business Response

      Date: 06/25/2025

      June 5, 2025

      Briana Pedde

      , NJ 08863
      Daytime Phone: (908) 510-1820
      E-mail: [email protected]

      Complaint #23513462

      Please accept this as confirmation that we have received a complaint from your offices regarding Briana Pedde and her eNewspaper subscription to The Home News Tribune. On 4/24/2024, Ms. Pedde signed up on our website for a digital subscription for a promotional offer. She somehow ended up with 2 accounts started on the same day. Both accounts have been canceled at this time, and we will be refunding $78.95 to her credit card for account number #MC-S000140589. We aren't sure how this happens, but it does happen periodically, we apologize.


      DIGITAL DISCLAIMER:


      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      June 11 2025 I received a charge from Gannett media *** Looking into it I had signed up for a $1 ********* trial but I had unsubscribed from it weeks ago. I was told my account was unsubscribed but there were 2 additional with all of my info name, address, phone number, bank card, ect. The only difference in the 3 accounts were the email addresses. One of the emails was mine I have no idea who the other 2 belong to. One of them had (and cancelled) the same ********* trial my account had, and the 3rd had a subscription to some Knoxville paper which is the one I was charged for. I only have one account and have no idea who my information ended up on two more and did not sign up for a paper out of a state I don't even live in. I explained this and told them to cancel any subscriptions with my name or info on them and delete any accounts with my name and info. They assured me I wouldn't be charged anything going further. My issue is I've already been charged for something I didn't sign up for and there were 2 additional accounts I didn't create but have all my info.

      Business Response

      Date: 06/13/2025

      June 13, 2025

      ****** ****

      , NC 28655
      Daytime Phone: **************
      E-mail: ***********************************

      Complaint #********

      Please accept this as confirmation that we have received a complaint from your offices regarding ****** **** ** and his eNewspaper subscription to ********** account #***********. Mr. ****** subscription has been cancelled. Two other subscriptions have been started for promotional offers under his name, address, and phone number, with different email addresses for different papers. We will, as a courtesy, refund the charge of $26.98 to the ************** Sentinel. We suggest that Mr. **** file fraud charges with his local law enforcement and his financial institution. The person who started these accounts has direct access to include the required security information and billing information for Mr. ****** card.


      DIGITAL DISCLAIMER:

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Answered
      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 recently reviewed my bank statement and found two charges, each for $21.38, from Gannett Media this month. I do not recognize these transactions, as I have not subscribed to, nor do I read, any newspapers or publications from this company. I have attempted multiple times to contact Gannett Media by phone to resolve this matter, but unfortunately, no one has answered or returned my calls. Given the inability to verify these charges and the lack of response from the company, I will be reporting these transactions to my card provider as unauthorized and fraudulent.

      Business Response

      Date: 06/04/2025

      June 4, 2025

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

      , ********
      Daytime Phone: **************
      E-mail: ********************************

      Complaint #********

      Please accept this as confirmation that we have received a complaint from your offices regarding N ********** and their eNewspaper subscription to the Fayetteville Observer, account number #***********. The subscription was started on our website on 3/31/2025 under the name of *. ********** with the phone number ************, using the email address ********************** for a promotional offer of $1.00 for 1 month, converting to $19.99 per month plus tax ($21.39) each month after. We have canceled the subscription effective 6/30/2025.


      DIGITAL DISCLAIMER:

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:06/02/2025

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      Better Business Bureau has File of original complaint of which Gannett/Courier News promised a refund to my account within a specific time period. They did not and continue to lie and give the run around

      Business Response

      Date: 06/24/2025

      June 24, 2025


      ********* *****
      580 New Jersey 28 215
      ******************************
      Daytime Phone: **************
      E-mail: *********************************

      Complaint #********


      Please accept this as confirmation that we have received a complaint from your offices regarding ********* *** and her eNewspaper subscription to the Bridgewater Courier-News. Per Ms. ***** request, the subscription was stopped in November 2024. Ms. *** subscribed to the paper on our website on 4/8/2022 for a promotional offer. We requested that upper management review the calls by Ms. *** (our calls are recorded for quality and training purposes) and found that on 9/23/2024, Ms. *** said that she canceled the subscription online 2 years prior, but unfortunately, that option was not available online until 2024. She stated that she thought she should be refunded $160.00, but was offered 3 months by the customer service representative. **************** cannot offer anything more, nor can they approve a refund. Refunds are approved by upper management. On 10/7/2024, Ms. *** called and spoke to a supervisor, where she had been informed her that she should not have been offered 3 months and that we could not refund years of charges, and that she could be refunded the last month as a courtesy. Ms. *** stated in the 10/7/2024 call that while she did not want to renew, she also did not cancel the subscription or notify us to cancel. She also stated that her financial institution had already returned several charges to her. As a one-time courtesy, we will refund the 3 months of charges for $14.99 per month for a refund total of $44.97, as stated by customer service.
      Digital subscriptions are non-refundable per company policy. She agreed to this when she subscribed to the offer. Attached for your review is the digital disclaimer that was agreed to at the time of the subscription.


      DIGITAL DISCLAIMER:

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 06/24/2025


      Complaint: 23408556

      I am rejecting this response because:

      They have lied and denied for so long. I reached out to the BBB again because they originally promised to refund me $140 to my checking account as per original response to my initial request to the BBB within 10 business days. NOTHING.

      Dealing with them is worthless. I did cancel online. Their daily online news stopped appearing after I didn't renew. Yet they still charged me monthly after that. 

      Everytime I called, I was given the run around. This response once again is proof of this. They can't keep their stories straight. They feel it's ok to keep money not owed them, lie about it and still remove the service after I didn't renew.

      As far as going ahead with the next step, I can't access this. They are pathetic.




      Regards,

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

    • Initial Complaint

      Date:05/03/2025

      Type:Billing Issues
      Status:
      Answered
      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 believe these to be fraud charges to my ****************** $1.************* $43.20 04-08-2025 $43.20 I have never heard of this ****** before I found the charges on my bank statement. I did not authorize this company to charge me anything, and I did not give them any of my payment information.

      Business Response

      Date: 05/05/2025

      May 5, 2025

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

      , GA 30628
      Daytime Phone: **************
      E-mail: *********************************

      Complaint #*********

      Please accept this as confirmation that we have received a complaint from your offices regarding ****** ****** and her newspaper subscription to the ********************* account number #*********. Ms. ****** subscribed to the newspaper on 1/25/2025 for a promotional offer on our website of $1.00, plus tax, converting to $40.00, plus tax, per month after the initial month. The delivery schedule is Wednesday-Sunday. She supplied her credit card information for payment at the time that she subscribed. If she wishes to cancel, she can contact customer service at ************, and anyone there will be happy to help take care of this.



      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:04/20/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Gannett Media keeps charging me ***** multiple times, when I have never used their services or subscriptions. Its now happened twice this month.

      Business Response

      Date: 05/02/2025

      Gannett understands and regrets the frustration experienced by this customer. We have reached out to the customer several times requesting additional information in order to locate the account. We have not received the needed information in order to locate the subscription. The customer has our direct contact information. Once we have the information we need, we can proceed with assisting this customer. 

    • Initial Complaint

      Date:04/19/2025

      Type:Billing Issues
      Status:
      Answered
      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 randomly charged my credit card even though I don't have a subscription. I had to ****** it and found ********* kept popping up. While I did not have a ********* subscription, now I never will due to their fraudulent business practices. Reported the charge as fraud to my credit card issuer, locked my card, ordered a new card, and am attempting to contact Gannett to: 1) see what the h*** they're charging me for, and 2) to make sure someone puts a stop to it. I don't care if times may be hard for business right now - that doesn't mean you get to resort to thievery. Maybe Anonymous should hack you guys next; let's see how you like it. Shady and pathetic.

      Business Response

      Date: 04/29/2025

      ********* regrets this customer's poor experience.  We were unable to locate the source of the charge in question with the information provided and have attempted to reach the customer via email and telephone to request additional details.  We provided our direct contact information.   We remain available and hope to hear from this customer soon to ensure this matter is resolved to their satisfaction. 

    • Initial Complaint

      Date:02/28/2025

      Type:Billing Issues
      Status:
      Resolved
      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 canceling this subscription multiple times and they continue to charge me $14.99 a month. Do not sign up for anything related to Gannett Media as they are not responding to my requests for cancellation,

      Business Response

      Date: 03/07/2025

      Gannett regrets this customer's poor experience. We confirmed this subscription has been successfully cancelled effective 3/6/25.  We left a voicemail for the customer confirming cancellation and providing direct contact information. We've asked that the customer contact us directly to provide additional details regarding their customer care experience.  We hope to hear from the customer soon.

      Customer Answer

      Date: 03/07/2025


      Complaint: 23001966

      I am rejecting this response because: I left a voicemail with your company two months ago asking to be removed, and never received a call back. I would like to receive refunds for the last two months in addition to the cancellation.



      Regards,

      **** *****

      Business Response

      Date: 03/07/2025

      We appreciate the additional information and will provide the requested refund.  Please allow up to 10 business days for the refund to process.

      Customer Answer

      Date: 03/07/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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.

      Regards,

      **** *****

    • Initial Complaint

      Date:02/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Every month they have charged me ***** though I have cancelled numerous times. This has gone on for years. I have replaced my card 3 times and they get the new card info somehow. I'm about to take it to an attorney. They have stolen hundreds of dollars over the years fraudulently. This is rediculous for something I have cancelled over 10 times and received confirmation.

      Business Response

      Date: 02/25/2025

      February 25, 2025

      ***** ******
      ********************************************************************************
      Daytime Phone: **************
      E-mail: ************************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ***** ****** and his eNewspaper subscription to the Panama City News Herald, account #***********. Per Mr. ******** request the account will stop on his paid-through date of 3/19/2025; billing and access will cease on this date. Mr. ****** subscribed to the paper on 3/19/2022. Changing a credit card without calling us to manually cancel the subscription, will not cancel the account. Mr. ****** also could have canceled this subscription online by logging into our website at any time. We can see that the paper was accessed using his email address on 7/19/2024 and in searching for incoming calls for the past year (our calls are recorded for training purposes), we found no incoming calls in 2024 or 2025. People update their credit cards frequently and forget to call us. The system will automatically update new card information on an account that has a recurring monthly charge through the banking system.


      DISCLAIMER:

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Gannett Media is repeatedly fraudulently taking funds from my bank account via my debit card. I have never subscribed to anything and never heard of this company. I have no subscription, nor do I want one.

      Business Response

      Date: 02/21/2025

      February 21, 2025


      ****** ******
      **********************************************************
      Daytime Phone: **************
      E-mail: *************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ****** ****** and her eNewspaper subscription.  We have reached out to Ms. ****** for further information to try and locate the account. We are waiting for the requested information so that we can get this resolved for her.



      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 02/24/2025


      Complaint: 22923582

      I am rejecting this response because: I have received an email from ******** with Gannett Media. I have provided most of the information she requested. I just have to  find out which debit card was used. The issue is NOT resolved yet. 



      Regards,

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

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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