Business Profile

Newspaper

Gannett Company, Inc.

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Gannett Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

553 total complaints in the last 3 years.
113 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.

Initial Complaint
Date:03/25/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 a long time subscriber to the Arizona Republic newspaper, print edition. For close to a year now our delivery service has been terrible. I have called and spoken to customer service and / or left messages numerous times. The issues we are repeatedly having are: Late delivery, no delivery, and failure to temporarily stop delivery when out of town or on vacation even though I have used the on-line account service to schedule the delivery hold. Their policy states that the paper is to be delivered by 6:00 am on weekdays and 7:00 am on weekends. Our paper is never delivered earlier that 8:00 and it is usually closer to 9 or 10 am. I just recently put a hold on delivery of our paper, using their on-line account service, due to us being out of town for 3 days. I did not want the paper building up and laying in our driveway, making it obvious we were out of town. But they continued to deliver our paper for all 3 days. Luckily we have a great neighbor that reported this to us and removed the papers from our driveway. But we shouldn't have to rely on our neighbor to do this for us. Especially when I went through the Republic's own procedure for pausing delivery in these instances. This has happened to us twice in the last several months. Am I going to have to cancel my subscription so we don't have newspapers building up in our driveway when we go on vacation this summer?The price of our Az Republic subscription just keeps going up while their service and support continues to go down. Please help us with this ongoing problem which just continues despite my numerous complaints to them. Thank you for your attention to this matter.
Business Response
Date: 03/29/2024
The Arizona Republic understands and regrets the frustration experienced by this customer. We have made contact with the customer providing a lower rate and a solution for his delivery holds. We are partnering with our delivery team to resolve the customers service errors. The customer has been provided with our contact information is further assistance is needed.
Customer Answer
Date: 03/29/2024
[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:02/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Several years ago the Herald-Mail newspaper (currently owned by Gannett Company, Inc) committed to provide me with a reduced lifetime subscription rate. This was honored for several years, but in December, 2022, I received a notice that the rate would increase substantially, After I then called their customer service line and explained the situation, I was told they would resolve it and keep the rate at $13.78 per month. This rate was charged throughout 2023. However, on February 12, 2023, I received a letter from Herald-Mail Media (**************************, Louisville KY **********) which stated that my rate would be increased by 103% to $27.99 per month. I again called their customer service number to resolve the issue and was told by both a representative and a supervisor, ************ (ID#*******) in the Phillippines, that they would not honor the lifetime rate of $13.78 per month and that there was no one else I could talk to get a resolution to this situation. I would like the BBB to contact this company and urge them to honor the lifetime monthly rate commitment and advise me of the results of this interaction.
Customer Answer
Date: 02/12/2024
I made a typo in one sentence of my original complaint that states I received a letter on February 12, 2024 - it was received today (February 12, 2024). The involved sentence should be revised to read as follows:
"However, on February 12, 2024, I received a letter from Herald-Mail Media (***************************, Louisville KY ********) which stated that my rate would be increased by 103% to $27.99 per month."
Customer Answer
Date: 02/12/2024
I made a typo in one sentence of my original complaint that states I received a letter on February 12, 2023 - it was received today (February 12, 2024). The involved sentence should be revised to read as follows:
"However, on February 12, 2024, I received a letter from Herald-Mail Media (**********************, Louisville KY **********) which stated that my rate would be increased by 103% to $27.99 per month."
Business Response
Date: 02/23/2024
February 23,2024

***********************
*** ***********
Hagerstown, MD *****
Daytime Phone: ************
E-mail: ******************

Complaint #********

Please accept this as confirmation we have received a complaint from your offices regarding *********************** and the billing for his subscription to the Hagerstown Herald Mail. We apologize for any frustration this may have caused. We have reviewed the account #********* and see that ************** has been paying that rate since 2021.

We do not offer a lifetime rate for any of our newspaper subscriptions. There are annual increases on all accounts to keep up with the rising costs associated with publishing and delivering the newspaper. In the past years customer service agents have lowered the rate after each increase, which is why this increase appears to be escalated in rate but is actually where it should be. Unfortunately, we are unable to continue to lower the rate for 7 days of delivery to ****************** previous rate of $13.78 a month. The lowest rate we can offer is $25.44 per month.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer Answer
Date: 02/23/2024
I have been a Herald-Mail customer for close to 50 years. The lifetime rate was provided to me and my mother (who had a separate subscription) sometime between 2000 and 2010. In subsequent years if I received a rate increase notice, I called the local Herald-Mail office and they honored the original agreement. Sometime in the past few years, the Herald-Mail shutdown its local operation and moved their business office overseas and may have destroyed their local records at that time. When I called about a substantial increase since the move, they offered to adjust the increase to a modest amount which I agreed to. This latest increase offer is not modest - it is substantial and a blatant violation of the original agreement. Perhaps they don't offer lifetime subscription rates to new customers, but they need to honor commitments made to long-time customer.
Customer Answer
Date: 02/23/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I have been a Herald-Mail customer for close to 50 years. The lifetime rate was provided to me and my mother (who had a separate subscription) sometime between 2000 and 2010. In subsequent years if I received a rate increase notice, I called the local Herald-Mail office and they honored the original agreement. Sometime in the past few years, the Herald-Mail shutdown its local operation and moved their business office overseas and may have destroyed their local records at that time. When I called about a substantial increase since the move, they offered to adjust the increase to a modest amount which I agreed to. This latest increase offer is not modest - it is substantial and a blatant violation of the original agreement. Perhaps they don't offer lifetime subscription rates to new customers, but they need to honor commitments made to long-time customer.

Regards,

***********************
Customer Answer
Date: 02/27/2024
Attn: BBB
1) Please expalin why the business BBB business review state the following incorrect information? ". . . the BBB has not heard back from the consumer as to their satisfaction with the businesss response, . . ."

2) Why have you not provided the business the opportunity to respond to my reason for rejecting their ridiculous offer, and advised me of their response.?
Please reply to these two questions.
Customer Answer
Date: 02/27/2024
Attn: BBB
The fact that the Herald-Mail kept my monthly fee at less than $14 for so many years is proof that there was an original agreement for a lifetime subscription fee. I would like to hear their explanation as to when they decided to stop offering the lifetime rate and not honoring prior commitments. They have clearly broken their agreement and lied that there was never such an agreement. Please present them with this information and request an explanation. Thank you.
***********************
Initial Complaint
Date:01/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 a subscription with the *** ********** *** newspaper. My payments were debited from my checking account monthly since 2015 using the same debit card. Then, around mid-December, 2023, I found a problem on my account which my daughter also saw. Called my bank, they saw it, placed a freeze on that card issued me me the card I have now. I then called the newspaper simply to ask them to delete the one card from their file as it now no longer in active and I was calling to give them my new card information only, not to do pay by phone type thing. I gave them the information, and as soon as I hung up, they went and also processed it as a by phone at the same time without telling me. Then, minutes later on the same day, they took out of my bank account another payment for the same amount $28.87. On 12 - 19, they did it to me twice for $28.87. then, on 12 - 20, they did it again for $28.87. I was NEVER late or behind on payments to them, this I can prove. I cancelled my subscription so they'd get their sticky hands out of my money permanently. They were unacceptable and unprofessional first, so they got the tables turned because they stole my money then lied on the phone. That's 5 times for $144.35, despite my bank "supposedly" giving me what's called a "card provisional credit $28.87" that just means their taking the side of the newspaper because the newspaper brings in billions of $$$ to banks and who am I??? No one. Guess what??? I can close my account that I've had with this bank for decades and go somewhere else. This bank is a major name bank that's gotten major negative press the last several years and they don't need more from my big mouth. Involving the likes of the BBB, FTC, and the FTC, sure won't help anyone's case. I'm a single parent of 2 disabled adult individuals. i have bank statements that go to back to 2020 showing my monthly payments to them, so there's no way I was late or behind. They are LIARS!!! DO NOT BELIEVE THEM!!! Thank you for your time.
Business Response
Date: 01/16/2024
The *** ********* *** is not a Gannett publication, therefore we are unable to assist with this complaint. This publication is produced by ********************
Initial Complaint
Date:11/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 cancelled my subscription to this newspaper in October, despite this, my checking account was charged on November 1st. Since that day, I have made at least a dozen calls requesting a refund. I have been told repeatedly that my refund is in process. It has been over 4 weeks, and they won't give me my money back. I warned them today that if they dare take a payment December 1st, I will file a fraud report with the bank.
Business Response
Date: 01/04/2024
******************* account was stopped as requested on 11/4/2023. The refund was not properly requested at the time of the stop. The refund was processed on 12/7 for $42.40 back to her credit card. We apologize for the delay in getting this processed sooner. Thank you for her patience as we worked to get it corrected.
Customer Answer
Date: 01/04/2024
[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:11/28/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
We are not receiving our newspaper on the day of printing since they stated delivering by postal mail. You cannot talk with a live person message gives no option for a response.
Business Response
Date: 12/18/2023
December 18, 2023

***************************
**************************
Kimbolton, OH *****
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. We have been in contact with the District Manager and the management team for the Cambridge Daily Jeffersonian and they have verified that the papers are being delivered daily to the back dock of the Post Office in the early morning hours for sorting and delivery to our customers. The Post Office takes them in and sorts them to the route they belong to for delivery. Once we leave them on their dock, it is the responsibility of the Post Office to see that they are sorted and delivered to the customers with their daily mail. The District Manager is now aware there may be an issue and has said they will monitor the situation.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Initial Complaint
Date:11/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 mom *********************** has tried to cancel 3 subscriptions for the Aegus Leader paper since July or August 2023. She tried several times to cancel with the customer service and they told her they could not find the accounts, and kept charging her. She called back again and asked again and they said they would cancel and then did not cancel. She kept calling and they would not cancel ir said they cant find her account. Once their answer was asking if the recipients were getting the paper. She tried canceling her bank account, but *Gannett found her new account number on her main account and continued to charge her on the new acct. The bank tried calling and canceling with her on the phone and they still did not cancel it. They have a record in Aug of her calling and complaining and askijg them to cancel and no resolution occurred accirding to their own notes (******-supervisor) and they continued to charge her. Sep 5 they have a record of the bank calling and verifying that they removed the automatic payment, and still they charged her. I verified this with the supervisor too, although my mom called more than this. Her bank verified they called multiple times. I talked to them today and they say they cancelled, tried to say they couldn't pull people up by anything but address but said they ask for name or ph# too. She deserves credit back to when she and the bank asked at minimum. They were not patient or respectful, she is 90 and this caused her anxiety and significant stress. I believe they disregarded her request due to her age and inability to hold them to this, the bank was appalled that they called as well and they still would not cancel, but got the run around.
Business Response
Date: 12/21/2023
The Argus Leader regrets this customer's poor experience. We have attempted to reach them at both numbers provided, as well as by email. We've provided direct contact information by voicemail and email, and asked the customer to contact us to provide additional details we can use to research these payments and resolve this matter. As of this response, we have yet to hear from this customer, but we remain available to assist and hope to hear from them soon.
Business Response
Date: 01/03/2024
Since we've been unable to locate the source of the charges in question by searching using the customer's name, address and contact information, we would require proof of payment in the form of a copy of the customer's banking/credit card statement showing the date, amount, and description of the charge, as well as the last 4 digits of the card charged. A portion of this information was provided in an attachment with the complaint, but the last 4 digits of the card number were not included.
Customer Answer
Date: 01/11/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I talked with their staff and they were able to find all charges associated that occurred after ***** attempted to cancel the subscriptions to all 3 different family members, and stayed they would refund the charges as well.

Regards,

*********************** For ***********************
Business Response
Date: 01/19/2024
As noted by the customer in their rejection, we've spoken with them, confirmed the disputed accounts have been cancelled and have initiated a refund to the customer's card. Direct contact information was provided in case further assistance is required.
Customer Answer
Date: 01/28/2024
I am unsure why they sent an image that contained only 3 of the charges but i will be confirming with *****'s bank that the refund was made, as discussed and agreed upon with Gannett.
They did call to respond sooner than we could reply initially I want to say, it's different when a situation goes on with an elderly person. They are not always treated the same when they can't produce information as quickly, or become confused. Hoping a process review may produce some change.
Initial Complaint
Date:11/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 14 April 2023 I subscribed to the News Journal Digital Edition for the price of $1 for 6 months. On October 18, 2023 the News Journal billed my credit card $19.99 without notifying me that the service was now going to be billed monthly at $19.99 per month. So, on November 14, 2023 the News Journal billed me again $19.99 for another months' service without any notification whatsoever to me. My account number with them was: *********. I called to complain about this and to request a refund and they flatly denied it. Tne company was supposed to notify me that the trial subscription had ended and that they were now going to bill me for it, they never bothered to notify me and quietly continued to bill me without any notice or invoice of any kind.
Business Response
Date: 11/22/2023
November 22, 2023

***************************
**************************
Deltona, FL *****
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 ************* News Journal. Per ******************************* request, the account will stop on the paid-through date of 12/14/2023; billing and access will cease on this date. the account number for this subscription is #*********. The promotion that was accepted was $1 for 6 months automatically converting to $19.99 upon the 6-month term being completed. All was agreed to in the terms of service disclaimer. Without agreeing to the promotion and terms, the subscription would not have become active.

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: 11/22/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The company once again refused to refund the charges. The company never notified me that the billing would commence and continued to beiil/charge my card without any further notice which is a shady and unacceptable business practice. Please display this case to alert everyone about this shady business practice.

Regards,

***************************
Initial Complaint
Date:11/04/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 not received a newspaper from StarNews since 10/6/23. I have talked with their customer service people 6 different times. They assure me my account is current and the problem will be fixed immediately. But still no paper. No explanation as to why.
Business Response
Date: 11/10/2023
November 10, 2023

*********************
***********************
Wilmington, NC *****
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. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.

The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.

********************** account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist Team Lead
Customer Answer
Date: 11/20/2023
This issue has been resolved. I was even given a person to call if I have any further problems.
Initial Complaint
Date:09/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 an introductory offer of the Sunday paper for 6 weeks for 4.98. At the end of the trial, I knew I had to call and cancel or it would continue. I called and canceled and despite the hard sell and 15 minutes on the phone, I told them not to charge my card and to cancel my subscription. When I received my Sunday paper I called back and they said I had to finish up what was paid for as they do not give refunds for partial subscriptions. I called back again after two more weeks and told them the paper came on Sunday and they said they had charged me 14.98 and I would have to wait out this cycle before canceling. They charged me again, this time 19.25! I chatted this time because the hard sell on the phone is horrible. They just read a script over and over and don't let you hang up. I am a senior citizen and the chat was saying there was nothing I could do because the charge went through and that I would receive the paper for another 6 weeks. I canceled my credit card because they won't stop the paper! I really just want a refund for the money they took from me and for them never to be able to charge me again.
Business Response
Date: 10/12/2023
October 12, 2023

***********************
***************************
Boynton Beach, FL ******
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 his paid-through date of 10/01/23; billing and access will cease on this date.

We have reviewed the account # ********* and listened to the phone call on 8/18/2023. **************** did agree to convert the Sunday only delivery to a digital subscription for $5.99 per month plus tax. **************** was charged $14.98 which covered 2 Sunday deliveries on 8/6/2023 and 8/13/2023. The remaining funds on the account were then applied to the digital subscription. The digital subscription was then covered from 8/20/2023 through 9/3/2023 with the remaining 2 weeks of funds available. Due to an error in applying the correct rate upon conversion, **************** was over charged on the $19.25 charge. He should have only been charged $6.41. We have initiated a refund of $12.84 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.

We appreciate the opportunity to address these concerns.

Thank you,
Subscription Management Specialist
Customer Answer
Date: 10/12/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:08/31/2023
Type:Order Issues
Status:
UnresolvedMore info
Complaint statuses
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 pay for the newspaper on Thursday and Friday, and it has been weeks without receiving a paper. I call every time to be told they take my complaint seriously and they will resolve my delivery problem. They refund only apart of the cost of the paper and not the total amount that we are paying for it. They are making taking my money and are NOT providing me with the product.
Business Response
Date: 09/27/2023
The Indianapolis Star regrets this subscriber's poor experience. We've escalated this matter to our distribution management team for review and correction. We also applied a one-month courtesy credit to this subscription account. We left a voicemail for the subscriber, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.
Customer Answer
Date: 10/05/2023
The problem has not be resolved. I have one received one paper since filling complaint. My neighbor also filed a BBB complaint for the same issues. We are paying for services that are not being fulfilled.

*****
Business Response
Date: 10/31/2023
We spoke with this customer and again asked that they contact us directly if our service issues are not resolved. We again escalated this to our distribution management team for review and correction.

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