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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:02/05/2024

      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 was unable to cancel a trial digital subscription on 1/6/24 on the last day of the trial period.While the initial sign-up email states "You can contact customer service at ************** if you decide to cancel your subscription at any time". I was NOT able to cancel anytime by calling the number:- The 888 number did not allow me to cancel (as the terms stated) instead it stated that if I need to cancel I must speak with a live agent, but the agents were not available.Legal Argument: Anytime is anytime (the fine print did not say anytime a live agent is actually available and did not limit the actual hours)- The website did not allow me to cancel online.Legal Argument: If I am able to sign up online why couldn't I cancel online? - I never received any emails or phone calls or letters giving me the option to continue or discontinue service.Legal Argument: Bad practice designed to slam consumers into a subscription service with the system knowing that it was not being used - When I did reach out to the company by calling ************** the very next morning on Sunday 1/7/24 at 10:40 am and spoke with **** badge # ******* , i was assured that a refund will be issued within ***** days or so.- When a refund was not issued after issued, around 1/19 and every few days after, I called and communicated via chat only to find out that the refund was declined and my cancelation is good for 2/7/24, I informed them that I am still not using the subscription and charging me for something i am not using is not right.- My last call to the company was today 2/5/24, they apologized but still will not issue any refunds no matter the legal arguments I made to them.

      Business Response

      Date: 02/06/2024

      The Record understands and regrets the frustration experienced by this customer. We have made contact with the customer and confirmed that the account has been stopped. We also issued a refund for the desired amount of $19.99. Contact has been provided to the customer if further assistance is needed. 

      Customer Answer

      Date: 02/10/2024

      [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:01/29/2024

      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.
      *********** has been debiting my checking account every month for several years. We have tried again and again to get them to stop as we do not receive anything at all from them and have no idea how or why this started. They say they have no record of our account yet they keep taking my money every month. It used to be **** a month but now it has gone up to **** a month. Enough is enough. I want them to stop charging me immediately and refund all payments since I never received any product or service at all.

      Business Response

      Date: 02/08/2024

      February 8, 2024

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

      ************, ** 28304
      Daytime Phone: **************
      E-mail: *********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding *********************** and the charges he is reporting. We were unable to locate any accounts with the amount of information provided.

       We have tried to contact ****************** twice by phone, leaving a voicemail with our direct number.  We also sent a follow up email explaining in order for us to tract the charges we need additional information. 

      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:01/27/2024

      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 canceled my subscription to the Arizona Republic on October 23, 2023 and I am still being billed (I no longer live in *******). I received a confirmation email of the cancellation that I can send you. My account is also showing as "inactive" on the azrepublic website. I continue to be billed (most recently for $15.93 yesterday from Arizona Republic). I tried to email the address listed on the website ****************************************************** but am receiving notices that this email address does not work. I was instructed by customer service chat (who confirmed the cancellation) to fax credit card statements etc. to attempt to resolve. I do not have a fax machine. Nor do I have time to laboriously compile data when this is a clear billing error on the ** republic's/Gannett's part. It seems that I am not alone in having to go through this problem with this company. Please stop billing me.

      Business Response

      Date: 02/08/2024

      The Arizona Republic regrets this customer's poor experience.  We spoke with the customer who confirmed that a second subscription had been located and cancelled.  Direct contact information was provided in case further assistance is required.

      Customer Answer

      Date: 02/08/2024

      [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:01/26/2024

      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.
      The morning of January 26, ****, my Discover app informed me that two $1.07 charges had just been processed by Gannett ********* I have never dealt with this company or its subsidiaries in my life. Nor have my credit cards or mobile devices been stolen in the last few years. No one else has access to this card, its information is not saved on any devices other than my own.A third charge of $1.00 was deducted and immediately credited back, as though they were confirming that my credit card details were accurate before racking up charges.

      Business Response

      Date: 01/31/2024

      January 31, 2024

      ***************************
      **********************************;
      ********, ** 21001
      Daytime Phone: **************
      E-mail: ************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding *************************** and his billing issues. We were unable to locate any subscriptions with the information that has been provided. We contacted **************** to request a copy of the charges on the credit card statement so that we can better locate the payments. **************** agreed to contact me once he receives the statements by mail and send an email with that information. Discover has disputed the charges so they have been removed.

      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

      Customer Answer

      Date: 02/02/2024


      Complaint: 21203757

      I am only rejecting this response in order to keep this complaint open until I can provide the information that the company has requested.



      Regards,

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

    • Initial Complaint

      Date:01/23/2024

      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 keep getting charged a $10 a month fee directly from my bank account for something I know nothing about. I even tried to have my bank stop future transactions but nothing has worked thus far. If I signed up for this service in the last then Id absolutely pay the fee, but I have never heard of this company and Id like to stop getting billed every month for a subscription I never authorized to charge me.

      Business Response

      Date: 01/24/2024

      January 24,2024

      ***********************
      ***************************************************************
      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 ****************** Per ******************** request the account will stop on his paid-through date of 02/19/24; billing and access will cease on this date.

      We have reviewed ******************** subscription account #********** and it was started online. 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:01/19/2024

      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.
      I want the draft on my bank account stopped. I no longer want to subscribe to their newspaper. No one answers when I dial their number.

      Business Response

      Date: 01/22/2024

      January 22, 2024

      ***********************
      ****************************************
      Daytime Phone: **************
      E-mail: ***********************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding *********************** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. We have tested the customer number ************ and it appears to be working.

      ****************** has requested the subscription to be canceled. All subscriptions are non-refundable. It will be stopped on his paid-through date of 02/17/24; billing will cease on this date. ********************** banking information has been removed from the system. 

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:01/18/2024

      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.
      Worcester Telegram and Gazette charges ** $11.99/month but we do not have a subscription with them.

      Business Response

      Date: 01/18/2024

      January 18, 2024

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

      , ** 01760
      Daytime Phone: **************
      E-mail: ************************

      Complaint #********

      Please accept this as confirmation we have received a complaint from your offices regarding ******************* and their eNewspaper subscription to the Worcester Telegram and Gazette, account #**********. The subscription was taken out on our website on 9/26/2022 under the email address ***************************** The terms of the subscription promotion were $1 for 6 months converting to $11.99 on 3/26/2023. If the subscription needs to be canceled, it can be done by contacting 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:01/13/2024

      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.
      I am being charged every month for a subscription I am unaware of. The immediate information is for a 5 month period thru December 2023. I'm sure the charge will show up again when I receive the next bill for the period ending 1/31/2024. I would not incur charges monthly for any print subscrption . I am 88 years old, retired and careful with all my spending. A subscription for a limited period for $1.00 is the only possible answer I can figure. I would never have a continueing subscription that I cannot afford. The charge is $9.99 monthly. Can I even hope to recover the 5 months, which I doubt. The numbers I called have auto AI answering, have denied knowledge of me. Thanks for helping. It is illogical to think they would switch $1.00 to $9.99 per month if it was not legal. It is however a poor business practice. My cell is
      *************

      Business Response

      Date: 01/16/2024

      January 15, 2024

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

      Complaint  #********

      Please accept this as confirmation we have received a complaint from your offices regarding **** ******** and her eNewspaper subscription to the Daytona Beach News-Journal, account #********** *** ******** had a Sunday-only delivery subscription with us until 5/21/2022 when she converted it to a digital-only subscription. The original subscription for delivery was started on 6/21/2011. The digital-only subscription was set up for a rate of $7.99 per month and had a rate increase to  $9.99 per month on 7/21/2023. If *** ******** would like to cancel this subscription, she may contact customer service at  ************ who will cancel the subscription on the expiration date for her as digital subscriptions are a nonrefundable service.



      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

      Customer Answer

      Date: 01/16/2024

      [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. I will telephone to cancel. Thank you.





      Regards,



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

    • Initial Complaint

      Date:01/12/2024

      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.
      Gannett claims I am subscribed and charges me $19.99 but I never subscribed. I have logged onto the website of the paper they said I subscribed to and it says I am subscribed, I clicked "unsubscribe" and it won't let me, gives me a number to call. I have tried to call over 10 times and the number is always busy. This is ridiculous.

      Business Response

      Date: 01/16/2024

      January 15, 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 Oklahoman. Per Mr. ******** request, the account will stop on his paid-through date of 2/7/2024; 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.

      We appreciate the opportunity to address these concerns.

      Thank you,
      Subscription Management Specialist Team Lead

    • Initial Complaint

      Date:01/11/2024

      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 was fraudulently charged $11.99 per month on a recurring basis since 2/5/2023 by Gannet newsprpr for something I did not authorize. I tried to call the number on my bank statement and when you call it tries to steal even more information from you by asking for your home address and phone number. This is complete fraud and i was only able to get back 2 months of charges from my bank. i want full restitution. The total charged has been $132.89

      Business Response

      Date: 01/12/2024

      January 12, 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 Press. I contacted ******************** today for additional information in order to locate his account. We were able to locate the account started online in his wife's name *****************************. Account number ******* using email *********************  Per our conversation ******************** requested the account stopped immediately. I have entered a stop date of 01/13/24.; billing and access will cease on this date.

      ******************** stated that he has disputed 3 charges @ $11.99 each, with his bank and they have completed. We are not seeing the dispute on the account in our system at this time. We will follow up on the account to see when the charges are reversed. 

      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

    Gannett Newspaper Group is NOT a BBB Accredited Business.

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