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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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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2024

      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.
      I signed up for Gannet newsprpr cn and I cant unsubscribe. I just want them to stop charging my card. I keep it locked but theyll keep trying to take money off its annoying I tired online it was an issue. I just want them out of my hair.

      Business Response

      Date: 04/30/2024

      April 30, 2024

      *************************
      ***********************************
      *******, AL 35903
      Daytime Phone: **************
      E-mail: ************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ************************* and eNewspaper subscription. We have left 2 voicemails for ****************** and sent an email on 4/10/2024 @ 4:27 pm and have not gotten a response to any of the attempts that we have made to contact her. We need more information on the charges so they can be traced to their origin. We were unable to locate an account with the information provided to us. Most of the time, when this happens, the account is listed under a different name and email address. The charges are consistent with a digital subscription so the correct email address is necessary.

      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:04/06/2024

      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.
      $14.99 was debited from my checking account on April 6, 2024. I have no idea what this is. My bank tried to find a phone number for them but couldnt find one. It says Gannett Newspaper. I have no newspaper subecriptions

      Business Response

      Date: 04/08/2024

      April 8, 2024

      ***********************
      ***************************************************************** 47868
      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 9/13/2024, **************** signed up for our digital promotion of $1 for 6 months converting to $14.99 on 3/13/2024. The charge of $14.99 was for the conversion on 3/13/2024. If **************** wishes to cancel the subscription upon its expiration date of 4/13/2024, she would need to contact customer service at ************ before 4/13/2024.

      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

    • Initial Complaint

      Date:04/01/2024

      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.
      Like many, many other people, I am disgusted by the behavior of Gannett News, and I suspect much of it is potentially illegal. I do plan to contact my state's attorney general as well. I jumped through the completely unnecessary steps to call and cancel a subscription-- getting angrier and angrier that rather than ********** someone cancel online as they allow someone to subscribe online, I had to sit through 20 minute phone call with long hold times, and, despite repeatedly telling the person reading a script of special offers that I was not interested and just wanted to cancel, having to listen to them beg me to keep my subscription active. I made clear I would never sign up for Gannett News again due to the way they treated their subscribers, and asked them to cancel. She said they had canceled my subscription.To my complete lack of surprise, I had a new billing to my credit card for the same canceled subscription last week, many days after canceling.

      Business Response

      Date: 04/03/2024

      April 3, 2024

      ***************************
      ************************
      North ********, ** 02191
      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 Wicked Local newspapers. Per **************** request, the account was stopped on 4/3/2024 and a refund was issued for the last charge of $9.99. We apologize for the frustration and inconvenience. Digital subscriptions are stopped on their paid-through dates as they are not refundable and in this case, the stop was not placed correctly by customer service.



      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 04/12/2024

      [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, though Gannetts business model of attempting to steal money in this way is not,

      Regards,

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

    • Initial Complaint

      Date:03/30/2024

      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.
      This company has, somehow, got my debit card info and my Capitol One card info. Capitol One caught it and declined payment of over $40. Now Ive noticed a 7.99 payment thru my debit card. Dont know nor have I see anything about this company.

      Business Response

      Date: 04/01/2024

      April 1, 2024

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

      , ** 38462
      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 Herald, account #**********. Per ************************ request the account will stop on her paid-through date of 04/25/2024; billing and access will cease on this date. ******************** signed up on our website for a digital subscription on 3/25/2022 for a promotion of $22 for 24 months converting to $7.99 upon the 2-year expiration date of 3/25/2024.

      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

    • Initial Complaint

      Date:03/28/2024

      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.
      I have a pending charge on my checking account with a description of "PREAUTHORIZED WD GCI NEWSPRS-NE NEWSPAPER ****** in the amount of $7.99. I have no idea what this is and there is no information as to how to contact the company or even what it is that I am being charged for. I have no recollection of ever subscribing with them, and would like and explanation and a refund of the charge if this is something that I simply do not want.

      Business Response

      Date: 04/01/2024

      April 1, 2024

      *****************
      *******************************************************************
      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 Wicked Local newspapers. Per **************** request the account will stop on her paid-through date of 4/24/2024; billing and access will cease on this date. ************ signed up for the subscription on our website on 3/24/2022 for a promotional offer of $22 for 24 months converting to  $7.99 upon the 2-year renewal date of 3/24/2024.

      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

    • Initial Complaint

      Date:03/26/2024

      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.
      I had unknowingly signed up for a subscription to a Gannett owned paper some months ago, and when I tried to cancel online every time the website says "there seems to be a problem..."This morning however I saw a random charge on my credit card attributed to Gannett newspapers. I had never received any heads up, any warning, or even communication from them that my account would be charged. This was extremely frustrating and again when trying to cancel my subscription using the online platform I experienced the exact same "there seems to be an error" message. Calling the local number only to be rerouted to some call center help line also leaves an extremely bad taste in my mouth, and moving forward I plan to never support the local paper financially if this is the barrier I need to overcome to not be charged heavily. Fortunately I am fairly up-to-date on my finances and I caught the incorrect charge, but I worry about more vulnerable people and whether Gannett will take advantage of them as well.

      Business Response

      Date: 03/27/2024

      March 27, 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 Pueblo Chieftan. Per ******************** request the account was stopped on 03/27/24; billing and access will cease on this date.

      We have reviewed the account #******* and see that **************** signed up on our website for a promotional offer of $1.00 for 6 months then converting to $19.99.  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 by checking the box provided, which state the non-refundable policy. 

      Digital subscriptions are a non-refundable service.  If a cancellation is requested, it is processed at the end of the current subscription term. As a one time courtesy we will refund the last payment of $19.99 back to ******************** credit card. This may take 7-10 business days. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 03/27/2024

      [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:03/21/2024

      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.
      ***** 3/20/24 card ending in 8475 ***************** Cancel this, I do not know what it is for or find anywhere I attempted to add it

      Business Response

      Date: 03/22/2024

      March 22, 2024

      *****************
      12 ***************
      *******, ** 02043
      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 Patriot Ledger, account #**********. Per ***************** request, the account will stop on her paid-through date of 04/20/2024; billing and access will cease on this date. On 9/20/2023, ************** signed up through our website for a promotional offer of $1 for 6 months increasing to $14.99 on 3/20/2024.

      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: 03/22/2024

      [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:03/20/2024

      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.
      Signed for $1/mo. Palm ********** subscription on Nov. 2023, and Gannett Newspaper Group started charging $19.99 now in March 2024. I've called the GANNETT NEWSPRPR FL ************ number and the automated system does not let me connect.

      Business Response

      Date: 03/25/2024

      March 25, 2024

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

      , ** 07052
      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 #********* with the email address of ****************** Per ************************** request, the account will stop on her paid-through date of 4/19/2024; billing and access will cease on this date. We have been in contact with ************************** spouse (email listed above) requesting more information and have explained the nonrefundable policy as he confirmed the account was not canceled before the renewal 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. 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:03/19/2024

      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.
      Didnt sign up for or know why Im being charged from this company?

      Business Response

      Date: 03/21/2024

      March 21, 2024

      *******************
      6 **************.
      ************, ** 02882
      Daytime Phone: **************
      E-mail: ******************** and ******************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ******************* and his eNewspaper subscription to the ******************* Per ******************** request the account will stop on 03/22/2024; billing and access will cease on this date.

      We contacted **************** for additional information in order to locate the account # **********. Explained that the account was set up on 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.  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. As a one time courtesy we are going to refund the last 3 of $14.99  payments back to his card ending in 9856. This will take 7-10 business days. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:03/18/2024

      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.
      I have been charged on my credit card for ************ I have never subscribed to this paper nor know what it is. I called the phone number listed on my Discover card and was not connected with a person or an option to leave a message. This says it's a recurring charge.

      Business Response

      Date: 03/19/2024

      March 19, 2024

      *******************
      1993 ***************
      *******, ** 49424
      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 Holland Sentinel, account #**********. Per request, the account will stop on his paid-through date of 04/11/2024; billing and access will cease on this date. **************** signed up through our website using the email ******************* on 7/11/2023 for a promotional offer of $1 for 6 months converting to $14.99 on 1/11/2024.

      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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