We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Gannett Newspaper Group has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:03/13/2024

      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'm not sure how I got in this mess to begin with. I had found a phone number and called them a while back and they said I would get a refund, and they would take my name out of their system. They said I would not be charged anymore and now I am being charged another $14.99. I did not write down the information on when I called or who I called. ***** is due back to me.. I will be satisfied if they will just quit charging me.

      Business Response

      Date: 03/13/2024

      March 13, 2024

      *********************
      *********************** Po box 33
      *******, MI 49235
      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. Per ********************** request the account will stop on the expiration date of 03/15/24; billing and access will cease on this date. We have reviewed ********************** account #********** using email *********************** On 08/11/23 the account was started on the website for a promotional offer of $1.00 for 6 months converting to $14.99 . 


      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 will refund her last payment which was processed 03/13/24 in the amount of $14.99 back to ********************** card ending in 7235. This process may take 7-10 business days. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:03/07/2024

      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 charges from 2/22/24 and 3/7/24 from GCI NEWSPRS-NE NEWSPAPER for $11.99. I confirmed that I do not have any active memberships by calling the ************ and attempting to cancel.

      Business Response

      Date: 03/11/2024

      March 11, 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 Worcester Telegram & Gazette. The account was started online through our website using ************************* Per ******************** request the account will stop on 03/12/24; 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. **************** has already canceled one of the payments. We will refund $11.99 back to bank account ending in 8808. Please allow 7-10 business days for refund. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:03/06/2024

      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 am writing to submit a complaint against Gannet Newspaper Group for failure to refund me in the amount of $29.42 after cancellation of my ************ Star Newspaper delivery subscription. I had been a loyal customer for delivery of the Indianapolis Star for over 50 years. I canceled my subscription because I was moving and no longer needed the services. My subscription with Gannet Newspaper was canceled effective 7/19/23. The monthly subscription was $67.18 which was auto debited from my checking account. When I canceled the subscription I was advised that I would be refunded for partial billing in the amount of $29.42. The auto debit of my checking account was cancelled, however, I have not receive my refund. This has been an ongoing issue since 7/19/23. Each time I call the customer service number, I am advised that there has been an error in issuing my refund and to allow them 7-10 business days to reprocess my request to issue the refund. I have also advised them of my new address several times to send the refund. Unfortunately, a refund never occurs. To date, I have spoken to eleven different customer service representatives to try to resolve this issue. Each time I am given the run around with different explanations as to why my request needs to be reprocessed due to an error with their billing/administrative department. This appears to be fraudulent practices by this company to avoid issuing my refund. I still have not received my refund in the amount of $29.42.

      Business Response

      Date: 03/07/2024

      ********************* regrets the frustration experienced by this subscriber.  We confirmed that the initial refund check we issued is outstanding and we are voiding and reissuing the check to the customer's new address.  We emailed the customer to inform them of the pending reissued refund check.   Direct contact information was provided in case further assistance is required.

      Customer Answer

      Date: 03/11/2024

      [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:03/01/2024

      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.
      Reoccurring debits from this company of $11.99 and I want it to stop taking my money

      Business Response

      Date: 03/06/2024

      March 6, 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 ********************* account #********. Per ************************ request, the account will stop on his paid-through date of 325/2024; billing and access will cease on this date. On 2/25/2023, ******************** signed up on our website for our digital promotion of $1 for 3 months converting to $11.99 on 5/25/2023.

      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. 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 ******************************************** ****

    • Initial Complaint

      Date:02/27/2024

      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.
      On 2/21/2024, there was a withdrawal from my bank account "********************** NEWSPRPR FL 02/19 PURCHASE XXX-XX10891 IN" for $19.99. I have never requested any digital newspaper subscription related to Gannett or any of the news subscriptions through Gannett. I would like a full refund and to stop any unauthorized withdrawal.

      Business Response

      Date: 02/29/2024

      February 29, 2024

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

      ********, ** 32751
      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 Lakeland Ledger. I contacted ***************** and we were able to locate the account in her husbands name ********************* account # *********. Per ***************************** request the account will stop on 03/01/24; 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. As a one time courtesy we will refund the last payment of $14.99 back to the credit card on file. Please allow 7-10 business days to process. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:02/27/2024

      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.
      The business is gannett newspapers. I have canceled every subscription I am aware of but don't know what this is for. It is $14.99 per month. they do not respond to phone calls.The last charge says GANNETT NEWSPRP and the address. last bill date was 2/13/24 Numbers are 0 ********* 4 8011% % Card and then my card number.My bank is ******* First ********************* I need to stop this charge or close whatever account they say I have.

      Business Response

      Date: 02/29/2024

      February 29, 2024

      ***************************
      *****************************
      ****************, ** 01535
      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 the Worcester Telegram & Gazette. We have reviewed the information provided by ************************ and found that she has 2 active digital subscriptions. Account numbers ********** and **********. Both of these accounts were started through the website.   Per **************************** request both accounts will be stopped. Account #********** will stop on her paid-through date of 03/11/24 and account 1#********* will be stopped 03/01/24; 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. 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 $14.99 from account #**********. Please allow 7- 10 business days for the refund to process.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 03/01/2024

      [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:02/25/2024

      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.
      My complaint basically mirrors other recent complaints about being unable to cancel trial newspaper subscriptions and being charged without notice. Gannett toll free phone number to cancel does not allow you to cancel. Can't find mailing address to write a cancellation letter. Gannett website does not allow cancellation. And the press wonders why people don't believe their content these days!

      Business Response

      Date: 02/26/2024

      February 26, 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 Record Herald. Per ************************ request the account will stop on his paid-through date of 03/18/24; billing and access will cease on this date. 

      Our customer service phone number is ************. This information is available on the billing statement for every charge of Gannett as well as on our website under manage account. Once you have dialed the customer service number it asks home delivery or digital. Press 2 for digital. Then says is this for cancelation press 3 and it goes to the next available customer service agent. 

      Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  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:02/21/2024

      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 was charged $19.99 by your company without my authorization. I believe this to be fraudulent. I request a full refund for any funds you have illegally withdrawn from my account and a discontinuation of any future charges.

      Business Response

      Date: 02/23/2024

      February 23, 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 ****** Daily Telegram. We have reviewed ************ account number **********. The account was started online on 04/18/2023 at 7:47 am. Per ************ request the account will stop on his paid-through date of 03/18/24; 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:02/19/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My debit card is charged monthly by Gannett Newspaper Group and I have no idea why nor understand the charges. When I call the number provided on my bank statement, the automated system issues a response to contact my local newspaper. Oddly enough we do not have a local newspaper in print nor have I subscribed to digital media.

      Business Response

      Date: 02/27/2024

      February 27, 2024

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

      , ** 02360
      Daytime Phone: **************
      E-mail: **********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ******************************* and his billing issues. Unfortunately, we have attempted to contact the customer multiple times via phone and email but no response. We are not able to assist the customer further without more information provided. Please close this ticket. 

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:02/09/2024

      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 subscribed to a promotional subscription to the ****************** online news in mid 2023. I knew that the subscription ended in Jan. ****. On Jan 2, **** I called the Gannett Group customer service, who owns the ******************, and requested that my subscription be cancelled before it renews. I was told by the service rep that it would not renew until July so I had no reason to cancel yet. A couple weeks later I saw a charge of $19.99 (per month) on my checking account. I called ******************** on Jan 16, **** and told them I did NOT want the account renewed, as I had requested on Jan 2. They had a record of my Jan 2 request and agreed to refund the $19.99. On Jan 25 I called back to check the status of the refund. They said it was still "in process" since Jan 17. Today is Feb 9 and it has been over 3 weeks "in process". I want this refund to my checking account NOW. My subscription account number is **********.

      Business Response

      Date: 02/12/2024

      February 12, 2024

      *************************
      ********, ** 06277
      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 ******************* Per ********************** request the account was stopped on 01/17/24; billing and access ceased 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. We have reviewed account#**********. A refund in the amount of $19.99 was processed this morning to ********************** **** ending in ****. Please allow **** business days for the refund to post. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 02/12/2024


      Complaint: 21272455

      I am rejecting this response because:  When I called Gannett News ***************** on Jan 17, **** I was told that my refund was now in process and would take **** days.  I called again on Jan 25 and was told that my refund HAD BEEN PROCESSED on Feb 17.  My BBB complaint was submitted on Feb 9, which is considerably more than 10 days after Jan 17th.

      I called the Gannett ************************ again on February 9 and was told that my refund processing would now be "STARTED".  I thought it was started on Jan 17th as previously told?  I asked for the **** Head on Feb. 9 and was told that I would have my $19.99 refund in ONE BUSINESS DAY.   Was this rep lying to me (again)?  Is it normal procedure to promise refunds without actually processing them? I absolutely refuse to wait an additional **** days of your refund delays.

      Regards,

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

      Business Response

      Date: 02/15/2024

      February 15, 2024

      *************************
      ********, ** 06277
      Daytime Phone: ************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received the rejection letter from your offices regarding ************************* and his eNewspaper subscription to the *******************  

      Our 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. 

      Customer service agents cannot approve a refund. It must be sent for review. ****************** called on 01/16/24 to stop and request a refund. The account was noted but the refund request was not submitted. On 02/09/24 ****************** called to follow up on the refund. The refund was submitted correctly to be reviewed. It was reviewed and approved to process on 02/12/24. There are many factors out of our control that contribute to how fast ****************** will receive his refund. Refunds normally will post to account within **** business days. 


      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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.