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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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Gannett Newspaper Group has 4 locations, listed below.

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    Customer Complaints Summary

    • 376 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:05/31/2023

      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 did not subscribe to any services, I have been unable to successfully contact gannett. For two months I have gotten a charge from my bank account and from my credit card. Something is not right and I cant stop it and I didnt do it.

      Business Response

      Date: 06/13/2023

      June 13, 2023
      ***************************
      2010 *******************
      ********, ** 61109
      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 Rockford Register-Stars. Per her request her account will stop on the paid-through date of 6/15/23; 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.  It is the subscriber's responsibility to check their statements each month and notify ** immediately when there is a problem. 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:05/29/2023

      Type:Customer Service 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 keep getting a **** charge from gannet newspaper oh. Cannot get ahold of anyone in customer service. Changed cards twice already.

      Business Response

      Date: 06/13/2023

      June 13, 2023
      *******************************
      **********, ** 49720
      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 News-Review. Per her request her account will stop on her paid-through date of 6/15/2023; 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.  It is the subscriber's responsibility to check their statements each month and notify ** immediately when there is a problem. 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: 06/13/2023

      [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:05/28/2023

      Type:Order 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 multiple pulls from this company that I was not aware of signing up for. I would just like them to stop if at all possible. And can not get in touch with anyone to get them to stop.

      Business Response

      Date: 06/13/2023

      June 13, 2023
      *******************************
      102 ********
      *****, ** 70364
      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 ***** Courier. Per her request her account will stop on her paid-through date of 7/4/2023; 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.  It is the subscriber's responsibility to check their statements each month and notify ** immediately when there is a problem. 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:05/24/2023

      Type:Service or Repair 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.
      On 02/20/23 I downloaded a news app on my phone. I deleted it a couple of days later. I really didn't like the app. It's not what I expected. Anyways I noticed yesterday 05/22/23 a pending charge of $11.99. I looked up the company and it was Gannett Newspaper. So I looked further back on my account and noticed they charge me a $1.00 on 02/20/23. It's a free app. Plus I never gave them any information about my bank account. They had to have gone through my ****** account to get it. They did not have my permission to do this. I never agreed to any kind of payment. This is not ok.

      Business Response

      Date: 06/12/2023

      June 12, 2023
      ***************************
      ******, ** 97402
      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 Register-Guard. Per **************** request her account will stop on her paid-through date of 6/21/23 billing and access will cease on this date as well. A refund will not be processed. Please note, this account was started on 2/19/23 at 8:50:48 pm via our website. 

      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 

      Customer Answer

      Date: 06/17/2023

      [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:05/22/2023

      Type:Service or Repair 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.
      On 04/26/23 I canceled my newspaper subscription - the lady said no further payments would be collected .On 05/02/23 my account was charged $34 On 05/02 /23 I called immediately - rep said that it would take ***** days for my money to be returned As of this past Thursday my money was not returned I called again and ******* said my money would be returned by Friday It is now Monday and as of now my money still has not need refunded It should be noted that no paper was delivered this whole time So ************ journal is not taking any losses here .I did inform ******* that if my money was not refunded I would contact the BBB , rep reassured me I would get my money refunded I want my money back $34

    • Initial Complaint

      Date:05/19/2023

      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.
      05/18/2023 I was charged ***** by this company and I have try 7 times on 5/19/2023 to contact this company about billing and no luck at all lucky my bank is accepting the fraudulent charges and will reimburse me my *****

      Business Response

      Date: 05/30/2023

      May 30, 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 *********************  ************************ accepted an offer of $1.00 for the first six months of access and $11.99 each month after the promotional period ended. Please note, the account is linked to the email address and phone number ************************ has included in this complaint. The charge is accurate due to ************************ not terminating her account before the charge of $11.99. ************************ successfully terminated her account with an agent on 5/26/2023. 

      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.  The subscriber must check their statements each month and notify ** immediately when there is a problem. 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:05/18/2023

      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.
      Ive been a customer of the ************************* at this location for over 20 years. Ive had poor delivery service the past 4 years or so. But in the past 6 weeks Ive received NO PAPER DELIVERED. I call customer service each time, am told they will escalate the problem. Nothing has happened. Then a few days ago I was driving by a neighbors home and saw the Statesman newspaper in their driveway!! So others are receiving papers while I am not. Each time I speak with their reps they tell me theyre adding on another day for my delivery, that they will get the carrier, the district manager etc etc to contact me but no one has. They suggest online but I live in a rural area with iffy internet.

      Business Response

      Date: 05/30/2023

      May 30, 2023
      ***********************************
      ********************************************************
      Daytime Phone: **************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************************ and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  

      The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  

      Ms. *********** account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 06/14/2023


      Complaint: 20076455

      I am rejecting this response because:
      1. Only used automated services a couple times. Always spoke to customer service agent. Many times was told I would be contacted by: supervisor, district manager..  never was. 
      2.  Substitute carriers?! Members of management?! NO DELIVERY FOR 2 months by anyone? 
      3. Since your response I have received the papers, except 6-2-23 Friday issue. Spoke at that time with agent *********, no help. So chatted online with ***-repeated same-still no help. 
      4. Frequently told I can read online..I live in a rural area with questionable internet. Just sayin over & over..

      Thx for your attention. 


      Regards,

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

      Business Response

      Date: 06/28/2023

      June 28, 2023
      ***********************************
      ********************************************************
      Daytime Phone: **************

      Complaint #********

      Please accept this as confirmation we have received **************************** rejection regarding the delivery issues she has experienced. Based on her account the day she mentions is the last missed delivery complaint lodged against her carrier. I have included **************************** bullet points below and will address them individually. 

      1. Only used automated services a couple times. Always spoke to customer service agent. Many times was told I would be contacted by: supervisor, district manager..  never was. - the automated system is the best way to ensure an account is documented properly. As stated in our previous response, the agents can do the same as the automated service and will not have an answer to any questions regarding why a subscriber is missed. Also, in our previous response, we advised our delivery teams' scheduled hours are not appropriate to contact a subscriber. 
      2.  Substitute carriers?! Members of management?! NO DELIVERY FOR 2 months by anyone? -  this is what the normal procedure is if a route does not have delivery. Complaints lodged against a carrier will alert them if there is an issue present.
      3. Since your response I have received the papers, except 6-2-23 Friday issue. Spoke at that time with agent *********, no help. So chatted online with ***-repeated same-still no help. -  the question is not quite clear in this bullet point. We offer redelivery of the Sunday edition only, throughout the week, a credit is placed in the event the paper is not delivered. With the exception of scheduled non-print days and vacation holds. 
      4. Frequently told I can read online..I live in a rural area with questionable internet. Just sayin over & over..-  the eNewspaper is ready each morning at 5:00 am despite the means to access it. 

      It is necessary for ************************ to report any missed deliveries as they happen. This will lead to a resolution in any ongoing concerns. We believe this matter to be resolved due to the amount of time lapsed from this reply and **************************** last reported missed delivery. 

      Thank you. 

    • Initial Complaint

      Date:05/17/2023

      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 have requested for this to stop, but money continues to be taken out of my account ending in ****. Please stop and refund me for the month. I have called and just get a recording. It is not helpful.

      Business Response

      Date: 05/19/2023

      May 19, 2023
      *********************
      ************************ S
      ************, ** 32225
      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 her paid-through date of 6/13/2023; 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.  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 term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:05/17/2023

      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.
      The past few months Ive been charged money out of my account for somthing I did now try to subscribe to. I want to unsubscribe and get my money back.

      Business Response

      Date: 05/19/2023

      May 19, 2023
      **********************
      ********* **  02861
      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 her paid-through date of 6/17/23; 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.  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 term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:05/17/2023

      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.
      Billed ***** for something I never purchases

      Business Response

      Date: 05/17/2023

      May 17, 2023
      *************************
      **************************
      ***********, ** 61559
      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 ***************Star. Per ******************** request her account will stop on her paid-through date of 6/17/23; 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.  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 term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    Gannett Newspaper Group is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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