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Business Profile

Newspaper

Gannett Newspaper Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Newspaper.

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.
    • 34 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:06/05/2023

      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 checked my credit card and found a $11.99 charge on 6/6/23 from Gannett Newspaper. I never ordered a paper subscription. I checked past charges and found another charge for $11.99 on 5/15. I called Gannett and got a recording to enter my phone number associated with the account. I did that and they could not find an account and told me to call the newspaper. I have no idea what paper they claim it was for. I have no way of contacting a real person just a recording that blows me off.

      Business Response

      Date: 06/14/2023

      June 14, 2023
      *************************
      **********************************************************
      Daytime Phone: ************
      E-mail: **********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the unwanted charges he has concerns about. We have reviewed his information and could not locate and account. We ask that he reply to this response with a PDF copy of his statement that shows the date, description and amount of the charge. We also ask that he provide the last four digits and expiration date of the credit card used. Once received, we will send this information to our finance department for further research. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/05/2023

      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 have never applied for any newspaper subscription. I have called multiple times and have been told they do not recognize me as a customer and therefore can not refund the card Gannettt Newspaper coinnutes to charge and that shows up on my bank account in the amount of $11.99. I called again today when a new charge hit my bank account and went through a AI that with my address and phone number couldn't find me again and hung up. So my next step is to dispute the charges through my bank. To do so I have to shut my accounts down. Very inconvenient and TERRIBLE customer service.

      Business Response

      Date: 06/14/2023

      June 14, 2023
      ***********************
      1260 *******************
      ********, ** 43447
      Daytime Phone: **************
      E-mail: **************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her eNewspaper subscription to the ************ Per her request her account will stop on the paid-through date of 6/27/2023; billing and access will cease on this date as well. A refund will not be processed. Please note, her account was located using all of the information included in her complaint. 

      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. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/04/2023

      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 am being charged monthly by Gannett **************** Newspaper ******** or Patriot Ledger, South Shore) after cancelling a one year subscription. I've notified them by phone and by email. They continue to charge my credit card.

      Business Response

      Date: 06/14/2023

      June 13, 2023
      *******************
      76 ******************
      *******, ** 02767
      Daytime Phone: **************
      E-mail: **********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************** and her eNewspaper subscriptions to the Enterprise & Patriot Ledger. Per her request her account will stop on the paid-through date for both accounts of 6/15/23; billing and access will cease on this date as well. A refund will not be processed. Please note there are no prior cancelation requests received; all cancelations must be completed by speaking to a customer service agent. 

      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. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/03/2023

      Type:Customer Service 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 am being charged a **** fee and a 29 dollar fee from this company . I have no idea why . I did not subscribe to their newspaper and am fraudulently being charged . I would like a refund

      Business Response

      Date: 06/13/2023

      June 13, 2023
      *********************
      59 ***********
      ******** **  **********
      Daytime Phone: **************
      E-mail: ************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her eNewspaper subscription to the ******************** Per her request her account will stop on the paid-through date of 6/2/24; billing and access will cease on this date as well. A refund will not be processed. **************** accepted an offer of $9.99 for the first year of access and then $29.00 each year after the promotional period. 

      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 know what they have signed up for and maintain their account information such as expiration dates. This information is available online in the account management section of the portal. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/03/2023

      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.
      My checking account shows that I made a $15.86 purchase on 06/01/23 to the GANNET NEWSPAPER CN, but I never authorized this purchase nor do I know what this "purchase" is for. The last digits of my account are **** and I am looking for a full refund and I want my "subscription" to be canceled asap.

      Business Response

      Date: 06/14/2023

      June 14, 2023 
      *********************
      ******, ** 78045
      Daytime Phone: **************
      E-mail: **************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her eNewspaper subscription to the ************************** Per her request, her account will stop on the paid-through date of 7/1/23; billing and access will cease on this date as well. A refund will not be processed.

      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. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/02/2023

      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.
      Just like everyone on here I was fraudulently charged and they make it IMPOSSIBLE to contact them. How is this company in still operation? Still fighting to get the $9.99 removed that I never signed up for.

      Business Response

      Date: 06/14/2023

      June 14, 2023
      *******************
      *************************
      ***** **  30809
      Daytime Phone: **************
      E-mail: ***********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************** and her eNewspaper subscription to the ****************** Per ****************** request her account will stop on the paid-through date of 6/26/2023; billing and access will cease on this date as well. A refund will not be processed.

      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.  If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/02/2023

      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 was fraudulently charged $29.00 on 6/1/23. I dont have a subscription nor have I ever subscribed to a newspaper

      Business Response

      Date: 06/06/2023

      June 6, 2023
      *************************
      ************************************************
      Daytime Phone: **************
      E-mail: *******************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her eNewspaper subscription to the *************** Per her request her account will stop on the paid-through date of 6/2/24; billing and access will cease on this date as well. A refund will not be processed. Please note, this account was started on 6/2/2022. 

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the entire credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/02/2023

      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 found a charge on my bank account 6/2/2023 in the amount of $29.00 for gci newspapers-oh. I never authorized this transaction. The only digital newspaper i used was well over a year ago, which was a trial and cancelled immediately.

      Business Response

      Date: 06/06/2023

      June 6, 2023
      *******************************
      ************************************************************
      Daytime Phone: **************
      E-mail: *************************
                  ********************* 

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ********************** and her eNewspaper subscription to the Daily Record. Per her request her account will stop on the paid-through date of 5/26/24; billing and access will cease on this date as well. A refund will not be processed. There is no prior communication between the paper and *********************** 

      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. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:06/02/2023

      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.
      Fraudulent charge on my debit card. A charge appeared for $14.99 in late May, apparently for a newspaper subscription. I called the number listed with the charge, ************, gave the automated message my phone number and house number, and it said no account can be found, contact your local newspaper. I contacted the Sun-Sentinel and again was told that this charge had nothing to do with them, and I would not be charged until October for an active free trial I had signed up for. I cancelled the free trial there, but I am unable to locate any account associated with this current charge. There is no way on either my sun-sentinel online account or my ******************** online account to see any of these subscriptions and charges, and there is no way to cancel anything online. they all require a phone call - and they make it difficult to get past the auto attendee. There have been class action suits in the past, but they have still not changed their fraudulent and deceptive business practices.

      Business Response

      Date: 06/06/2023

      June 6, 2023
      ***********************
      10402 ************
      *************, ** 33437
      Daytime Phone: (912) 704-264
      E-mail: ***************
      his
      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************** and his eNewspaper subscription to the Sun Sentinal. Per his request her account will stop on his paid-through date of 6/20/23; billing and access will cease on this date as well. A refund will not be processed. Choosing the digital option when calling the automated services connects any subscriber to a live agent. 

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the entire credit card or bank account information and to accept the terms of service, which state the non-refundable policy. If a cancellation is requested, it is processed at the end of the current term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 06/06/2023


      Complaint: 20134563

      I am rejecting this response because:

      The charge below was not for the Sun Sentinel. I was told by them that my free trial would expire in October, 2023, and that a charge of $19.99 would be made then.

      The charge below was made by Gannett on 5/24. The automated phone attendant said I have no account with ******************** associated with my address.

      5/24/2023 DEBIT CARD **** DDA PUR 478930 GANNETT NEWSPRPR ** *********** * IN-$14.99

      I have cancelled this debit card and I have lodged a complain with my bank to recover this unknown charge.

      Gannett's business practices are devious, deceptive, and unethical. At the minimum, they should refund charges from the date of cancellation, not at the end of an automatic subscription. 

      Regards,

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

    • Initial Complaint

      Date:06/02/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      May 29, 2023 fraudulent charge to my credit card of 29 dollars for subscription to desert sun newspaper I did not order.

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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