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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:02/11/2023

      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 been charged $9.99 every month for the last few months for a subscription that I never ordered. This is fraudulent. It is very difficult to get a hold of them to cancel it and Im sure thats on purpose.

      Business Response

      Date: 02/20/2023

      February 20, 2034
      ***************************
      14038 ***************
      **********, ** 21742
      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 Hagerstown Mail. Per ******************** request when speaking to an agent,  her account will stop on her paid-through date of 2/28/23; billing and access will cease on this date as well. **************** used ******************** as his email address. 

      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. A refund will not be given. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:02/03/2023

      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.
      I was subscribed without my knowledge, and only realized when we noticed unfamiliar charges on our bank account.These people are scamming the public. We were charged for 9 months and I'd like my money back.

    • Initial Complaint

      Date:02/02/2023

      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.
      On 2/2/2023 I received an automatic deduction for **** from my checking from GCI Newsprs-SE Newspaper ******. I have researched the company and have no idea why I'm being charged. After reading several complaints it appears this is a frequent practice with many people. I would like the charges to stop!

      Business Response

      Date: 02/09/2023

      February 9, 2023
      ***********************
      4225 **************
      ******, ** 66609
      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 2/28/2023; 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:02/01/2023

      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.
      On January 31, 2022, I called to cancel the digital subscription for the Patriot Ledger. I asked that my credit card number be deleted from the account. I was told that the credit card was removed and that the account would not renew. Today, one day later, my credit card was charged $7.16. Please refund my money.

      Business Response

      Date: 02/09/2023

      February 9,2023
      *****************************
      59 **********
      **********, ** 02050
      Daytime Phone:**************
      E-mail: **************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding *************** and her eNewspaper subscription. This is a refund reflected in Ms.******* account. We process a refund in this amount on 2/1/23.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist



    • Initial Complaint

      Date:01/28/2023

      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 $9.99/mo for a subscription I cannot account for. My best guess is *********************** but I cancelled my account through their system and their website says my account is not involved in an active subscription. I have tried calling Gannett directly, and I get the run-around through their system. I am completely unable to get a human being on the phone to help me. I want this monthly charge cancelled.

      Business Response

      Date: 02/08/2023

      February 8, 2023
      **************************
      226 *************** Apt 102
      ********, ** 02919
      Daytime Phone: **************
      E-mail: ********************

      Complaint #******** 

      Please accept this as confirmation we have received a complaint from your offices regarding Ms. ********* and her eNewspaper subscription to the ******************* Per Ms. *********** request her account will stop on her paid-through date of 2/23/23; billing and access will cease on this date as well. Based on her information, she created a second account using ********************* as the email address. The information within this second account was entered by Ms. ********* via providencejournal.com. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

    • Initial Complaint

      Date:01/28/2023

      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've been charged $7.99 for Gannett Newspaper and I have no idea what this is for and never agreed to pay that much for anything. I don't have the money to spare and I would like to have it canceled and not sure how to do that.

      Business Response

      Date: 02/08/2023

      February 8, 2023
      *******************
      822 *********** APT 1
      ****, ** 16502
      Daytime Phone: **************
      E-mail: *****************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding Ms. **** and his eNewspaper subscription to the **************** Per **************** request her account will stop on her paid-through date of 2/22/23; 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:01/23/2023

      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.
      01/19/2023 $7.99 (monthly)"Newspaper" which are unaccounted for The owner of the bank account is deceased now and these charges need to be stopped.

      Business Response

      Date: 02/03/2023

      We have contacted this individual via email and voicemail requesting additional information needed to locate and cancel the subscription in question.  Direct contact information was provided, and we look forward to speaking with this individual and ensuring this matter is resolved to their satisfaction.

    • Initial Complaint

      Date:01/23/2023

      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.
      This is my second complaint for a problem that Gannett doesn't seem to want to address. I signed up for a one year subscription for the Newspaper ***************** for $13.00 per month for one year on 6/29/2022. Everything was fine until December 2022 when three payments were taken from my bank accout for $25, $13, and $49. I had to get a new debit card from my bank so no more money could be taken out. I called and was told my subscription would be extended for the money removed. Today I received an e-mail that my account was being cancelled due to "non-payment". I called once again and they told me the would "investigate". Not to hard to do, I have all the bank info right on my statement. I want this matter taken care of immediately as this is just plain theft.

      Business Response

      Date: 01/27/2023

      January 27,2023
      *******************
      825 *************
      **********, ** 03801
      Daytime Phone:**************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received ************ complaint from your offices. I have reviewed her account and can explain what has happened. In 2021, ********** accepted an offer of 52 week of access to our eNewspaper for $29.00, and $49.00 each year after unless the account is stopped before the expiration date. ********* did not cancel this account before the expiration date and not after she began a home delivery account. This caused the charge of $49.00. As a courtesy,a refund of $48.73 was mailed as a check via UPSP on 1/13/2023 as a courtesy as all subscriptions are nonrefundable. This will take up to 45 days to receive.

      The charge of $25.00 include two premium editions, two premium editions are published each month adding $12.00 to the normal home delivery rate. This is included in the terms of sale agreed to when the box is checked and before the order is submitted.After ********** spoke with an agent this was explained to her and also she has been excluded.

      In order to remain at $13.00 per month, ********** must add a credit card to her account to be charged monthly. In the event she does not, a $9.00 paper invoice fee will be applied to her account and will shorten the length of her subscription substantially.

      ************ account remains active and has not had any interruptions.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist

      Customer Answer

      Date: 01/27/2023


      Complaint: 18882616

      I am rejecting this response because: I am not exactly rejecting this response but I am not fully accepting it. I never had or signed up for any "digital" material. I always had a physical newspaper that was delivered to  my home. I stopped the delivery as the charge of $74.49 was way too much. I got a notice in the mail in June of **** that there was a special offer for a year for $13.00 per month. I have the offer on a flyer that was sent to me in the mail  on which I wrote that I called and orderd on June 29, 22....there was no conversation about any "special editions" and I don't remember receiving any unless they were on the digital copy of which I never ordered. On that flier I see that included was a 3 month period of e-edition and 3 months of premium addition in which I noted that I told them I only wanted the newspaper, nothing else. Kind of weird that you took the money in December when the 3 month period would have been October, isn't it? And why does a check you already mailed take 45 days to get to me? I will continue my subscription but if I don't receive a check for the the entire amount of $74.00 I want my subscription credited for that amount which would add 5 months that is paid. 



      Regards,

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

      Business Response

      Date: 02/07/2023

      February 7, 2023
      *******************
      825 *************
      **********, ** 03801
      Daytime Phone: **************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received ************ rejection. The request she has made will not be honored. 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 notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.

      ********** started the digital account via the website on 12/9/21, the refund she is receiving is a courtesy and is something she was not eligible for based on the terms of sale she agreed to. A credit will not be applied to her current active account. All home delivery subscriptions include digital access to the eNewspaper at no charge.

      We advised 45 days to receive any refund via mail to allow for the refund to be fully processed and be mailed using third-class postage.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 02/09/2023

      [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.]

      I will accept the response from the business. I have investigated all the charges on my bank account and see that there was a charge for $29.00 in 2021 for a digital account, so I am presuming the charge of $49.00 on Dec. 11, 2022 was to renew that, with no notice that it was time to renew or that the price had gone up. That is not good a good business practice. If you valued your loyal customers you would give them the choice of deciding to continue the subscription when the price has gone up, and not by a small amount. So, I will continue to honor my contract for the rest of my current subscription and pay the $13.00 a month until I near the end, and then I will find out what you are charging to renew and if it's a ridiculous amount I will cancel. I have read other complaints on this company about consumers cancelling and still having their cards charged so I will keep an eye out for that. 
       

    • Initial Complaint

      Date:01/20/2023

      Type:Sales and Advertising 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 noticed in November 2022, that a company named GCI Newspapers was charging my bank account for a revolving monthly charge of $10.99. This had started in April and I did not detect it until November. I had no way of contacting them as I had never talked to them or approved this charge or ordered any product. I disputed it with ********** and they refunded 60 days worth of charges but would not go back further, even though they had no documentation of me approving this charge. I see similar complaints on this website and feel this company is getting good at fraud.

      Business Response

      Date: 01/31/2023

      January 31, 2023
      ***********************************
      2900 *******************
      *******, ** 75454
      Daytime Phone: **************
      E-mail: ***********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********** and his eNewspaper subscription to the Oklahoman. Per Mr. ************ request her account will stop on his paid-through date of 2/22/2023; billing and access will cease on this date as well. A refund will not be processed. Mr. ********** accepted an offer of $1.00 for the first six months of access, moving to $10.99 after the promotional period. The subscription was started on 10/22/2022 using the email address ************************. 

      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:01/13/2023

      Type:Product 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 December 22, 2022 my daughter cancelled my subscription to the Herald Tribune that I was paying ****** for 13 weeks. The delivery was inconsistent and I am now nearly legally blind and cannot read the paper anymore. We were told that the subscription ended on 12/31/22 and we would be no longer charged since I had it set up on auto pay. Well, Gannett charged me $182.22 on the 26th of December. When we called they said the subscription renews on the 26th and we requested a cancellation date of the 31st! The representative TOLD US that the date was the 31st. This is clearly preying on the elderly as I am 93 years old! I requested a refund and they said they cannot refund money. This is such a scam. Please help BBB to resolve this issue.

      Business Response

      Date: 01/31/2023

      January 31, 2023
      ***********************
      3799 *********** #***
      ******, ** 34293
      Daytime Phone: **************
      E-mail: *****************

      Please accept this as confirmation we have received a complaint from your offices regarding **************** and her refund. Based on her account she spoke to an agent on 12/1/2023, who scheduled her account to stop on 12/31/2022; this was her expiration date at the time of the call. A debit of $6.00 for a premium edition was applied to her account causing the expiration date to change and the charge on her card. 

      We processed a refund of $ ****** back to her credit card on 1/18/2023. The general timeframe is **** business days to reflect within her account.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist 

      Customer Answer

      Date: 02/01/2023

      [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,

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

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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