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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.
    • 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/10/2024

      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.
      Hi there,I'm requesting a one tome courtesy refund of *****. I meant to cancel my subscription before the charge occurred today.Thank you!

      Business Response

      Date: 08/14/2024

      The ************* has received and reviewed this complaint.  We were unable to locate any attempt on the part of this customer to cancel this subscription.  Per our subscription terms, a customer must cancel their subscription before it renews to avoid charges for the next billing cycle.  We were unable to reach this customer by phone, but we did email them to request additional information regarding their cancellation experience.  We did cancel this subscription and as a one-time courtesy will be issuing a refund of the most recent payment.  We provided the customer our direct contact info via email in case further assistance is required.

    • Initial Complaint

      Date:07/28/2024

      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.
      I agreed to a subscription to The Daily Telegram for $0.84 a month. I hve Been charged $1.00 initially and $0.92 a day since. I hve Made calls nd called but this is still happening!!

      Business Response

      Date: 07/29/2024

      July 29, 2024

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

      , MI 49265
      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 Telegram, account #**********. On 4/29/2022, ************************** signed up on our website for a promotional offer of $22 for 24 months converting to $7.99 on 4/29/22024. The system tried repeatedly to charge the rate of $7.99 when it was due and was declined several times. There is a balance due for service from 4/29/2024 through 7/28/2024. We no longer have a rate of $22 for 24 months which should have been conveyed when retention notified her there was a balance due on the account. The system was trying to catch up with the past-due amount with the .92-cent increments due to an incorrect entry by retention. At this time, there is still a balance due of -$9.78 owed for the subscription period from April 29th through the stop of July 28, 2024.

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 07/29/2024


      Complaint: 22055531

      I am rejecting this response because:

      I never Asked to be renewed. I cancelled this. I do Not want to renew. 

      Regards,

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

      Business Response

      Date: 07/30/2024

      July 30, 2024

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

      , MI 49265
      Daytime Phone: **************
      E-mail: ***************************

      Complaint #********

      When the subscription was taken out, the promotion was $22 for 24 months converting to $7.99 on the 24-month date. The customer agreed to the terms and conditions of the disclaimer stating this or the account never would have become active without agreeing to the terms for that promotion. The terms also state that if a cancellation is requested, it would have to be before the next charge takes place and it would be canceled upon the expiration date of the payment. There are no calls on record coming in for this account between April 2022 and July 12, 2024 to cancel. All calls are recorded for quality and training purposes. The account was canceled on 7/26/2024. There will be no refund issued. We will, as a 1 time courtesy, write off the ***** owed of $9.78 bringing the account balance to zero.


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


      Thank you,

      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 07/30/2024

      [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:07/25/2024

      Type:Sales and Advertising 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.
      *********** *** has been charging my bank account for over $3,000. I called for a refund and said the charges were valid, they had my bank account and said it was my fault for not paying attention to the bank account. I told them i was a first responder during the pandemic, the last thing on my mind was my bank account. When I shared the incident with my co-worker (nurse), she looked up her bank account and she too had been getting charged from this company. complete fraud.

      Business Response

      Date: 08/06/2024

      The Ventura County Star regrets this customer's poor experience.  Upon review we were unable to locate any indication that we were contacted to cancel this subscription prior to July 2024.  As we did not receive notice to stop delivery, we continued to provide services until the customer contacted us to stop, at which point the subscription was cancelled.  As a courtesy, we provided this customer a ******* refund in accordance with our internal policies.  We've attempted to reach this customer via phone and email to discuss this matter further, but as of this writing we have yet to hear back from them.  We did provide direct contact information for them to reach **.

      Customer Answer

      Date: 08/06/2024

      [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:07/18/2024

      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.
      I was just charged 4.99 to my debit card. I have never heard of this compan. After ****** searching, I know I for sure did not sign up for/on/to any platform or subscription they own . No idea how they stole and scammed my information, im assuming just like every other American citizen some giant corporation ( or COUNTRY ) bullied some small, greedy weak company to sell our personal identification information like its a five cent baseball card in a bubblegum pack. NOT WORTH S*** . They then - call it a " data breach " by a " cybercrimal " ... and thats all folks! Not even worth a fu king 2 for $20 dinner at applebees!? Makes me feel used and not worthy like a ****** . SHAME ON YOU GOVERNMENT OF AMERICA . What a crock of sht. I would almost bet my social security number on ( since it ain't worth anything - mind you ) the fact that probably every f****** person. Has had their identity comprised in some way. It's sickening . Cmon people wake up . STAND UP ! PLEASE COME TOGETHER - WE HAVE F*** I NG RIGHTS TO HAVE A GOVERNMENT THAT WORKS FFFFOOOORRR US ! They will kill every last one of us if we wait to long . I LOVE YOU ALL GODS CHILDREN !

      Business Response

      Date: 07/23/2024

      ********* understands and regrets the frustration experienced by this customer. We have made contact with the customer and located the account. We have stopped the account and issued a full refund. The customer has been provided with our contact information if further assistance is needed. 

      Customer Answer

      Date: 07/24/2024

      [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:07/18/2024

      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.
      Canceled subscription and was told I would receive a refund and I did not. I was charged $99 on 7/4 as a recurring credit card charge. I immediately called and had the subscription canceled. The money was never returned to my account.

      Business Response

      Date: 07/19/2024

      The Daily Press & ***** understands and regrets the frustration experienced by this customer. We have issued a refund for the requested mount of $99.00 and made contact with the customer to inform of such. The subscription has been stopped. The customer was provided with direct contact information if further assistance is needed. 

    • Initial Complaint

      Date:07/14/2024

      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.
      July 14, 2024 -$14.99 Store Purchase GANNETT NEWSPRPR ?? Address ******************* ************, IN I never signed up for any subscription or authorized any kind of subscription for any of the above charges. I can't make contact online or via phone to cancel the charges or future charges as my phone # or email address does not tie into the transaction. No one knows who I am and I can't get any help with getting the charges canceled. I just don't want to be charged for something I didn't sign up for, and I see that I am not the first person to have this unauthorized charge and inability to cancel. Please help.

      Business Response

      Date: 07/15/2024

      July 15, 2024

      *********************
      ***************** 14
      **********, MA 01702
      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 Metrowest Daily News, account #**********. On 12/28/2023, ************** signed up on our website for a promotional offer of $1 for 6 months converting to $14.99 on 6/28/2024 under the email address of  ******************************. If ************** wishes to cancel this subscription, he can contact customer service at, *********** or ************.

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:07/10/2024

      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.
      Notice on my bank account that the amount stated above had been taking out of my account from **********************************************. Did not have a subscription to that newspapers.

      Business Response

      Date: 07/12/2024

      July 12, 2024

      *******************
      748 w boundary
      *****, OK 73734
      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 Oklahoman, account number **********. On 1/7/2024, ************** signed up through our website for a promotional offer of $1 for 6 months changing to $19.99 on 7/8/2024 under the email ****************** I can see that a call was made to customer service recently inquiring about the account where she spoke to someone about the account. We will cancel the subscription as of 8/7/2024, the expiration date and no more charges will take place and access will cease upon that date. No refund will be issued per company policy.

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 07/12/2024

      [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:07/09/2024

      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.
      On 6/17/2024 I received a charge for a newspaper for Gannett Newspapers. I have no contact number, no emails saying I or anyone in my household have a newspaper subscription. We have had a problem with stolen identity prior to this. I WANT THIS REMOVED FROM MY CARD AND NO FURTHER CHARGES. I WANT TO CANCEL THIS AND ANY OTHER SUBSCRIPTION YOU MAY HAVE.

      Business Response

      Date: 07/09/2024

      July 8, 2024

      *****************************
      ****************************************************************
      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 Ocala Star Banner. After doing some research we found ****************** account was signed up for through our website 06/14/23 in the name *************************** using email ************************* Per ****************** request the account will stop on his paid-through date of 07/14/24; billing and access will cease on this date.

      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:07/08/2024

      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.
      $19.99 charged to my credit card on 6/28/24 for something I did not order or want.....seems to be a subscription to something that is not explained. I need to never see this charge again or I will need to contact my credit card and report a fraud by Gannett Publishing, as many others seem to be doing now or have done in the past few months. I would appreciate knowing what this charge was for....and confirmation that it is cancelled forever.

      Business Response

      Date: 07/08/2024

      July 8, 2024

      *********************************
      ************************************************************
      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 Stockton Record. Per **************************** request the account will stop on 07/09/24; billing and access will cease on this date. 

      On 09/28/23 a digital subscription was started on our website for a promotional offer of $1.00 for 6 months then converting to $19.99 a month. As a one time courtesy we will refund **************************** last payment $19.99. It will take 7-10 business days to be returned to his credit card.

      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:07/02/2024

      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 did not subscribe to anything for this money to be taken off my card. I was charged once for $14.99 then i was charged for $10.99 immediately right after.

      Business Response

      Date: 07/02/2024

      July 2, 2024

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

      , GA 30680
      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 ********************* account #**********. On 10/11/2023, ************** signed up on our website for a promotional offer of $1 for 6 months converting to $14.99 on 4/11/2024 under the email address ********************** There are no calls recorded to cancel the subscription at any time. All calls are recorded for quality and training purposes. The payment transaction attempts by the system have been declined and the account has a ***** due of -$10.95 at this time. Declining payment does not cancel an account. The customer would need to contact customer service to cancel. Due to the payment declines, the account was stopped as of today, 7/2/2024.

      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 subscription term.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    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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