Complaints

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

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• 

  Gannett Company, Inc.

  7950 Jones Branch Dr McLean, VA 22102-3302

• 

  The Burlington Free Press

  426 Industrial Ave Ste 160 Saint George, VT 05495

• 

  Wicked Local

  15 Pacella Park Dr Randolph, MA 02368

• 

  Foster's Daily Democrat

  11 Main St Dover, NH 03820

• 

  ReachLocal, Inc.

  501 7th Ave Rm 1615 New York, NY 10018

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:01/16/2023

  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 signed up for a free trial of the Gainesville Sun online. My trial ends on January 23,2023. I have been attempting for the last week to get my account closed. I have yet to receive a confirmation in writing. My account currently says stop date of 1/23/23 and transaction stop date 1/23/23. However, there is still a balance on the account. It has changed three times in the past week. When I ask how can I pay the balance so I can properly close the account I get a generic email requesting information that isn’t on my account anyway. I called customer service after the online management failed. Customer service was rude and hung up on me when I asked to speak to a supervisor concerning my confirmation number. I called the parent company and again was told they can’t help me with my account. How is a free trial turning into a predatory practice to get me to pay more money due to the run around of closing the account. Customer service has yet to resolve the issue.

  Business Response

  Date: 01/27/2023

  January 27, 2023
  *******************************
  PO BOX ****
  Newberry, FL *****
  Daytime Phone: **************
  E-mail: *****************************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************** and the cancelation of her eNewspaper subscription. The agents she spoke to on two separate occasions, provided her with accurate information. The account was stopped on 1/23/2023 and there is no balance; the account stands at $0.00. The $0.04 balance that showed was not a past due amount, but one day remaining as paid on her subscription. 
  
  If ********************** was using a bookmark to access her account, it needs to be refreshed. We advise her to clear her cache and cookies. Once completed the online portal will reflect the same.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/31/2023

  [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:01/13/2023

  Type:Delivery 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.

  [BBB transcription; see attachment] I did not get my Daily Record Paper from Dec 20 2022 to Jan 1 2023. I had a different carrier. The Daily Record Staff did not informed my paper carrier that I wanted my paper delivered. My regular paper carrier sent all his customers a letter + he had respect + was kind letting his customers know whats going on. I really appreciate too. The Daily Record staff will go Bankrupt within the next 5 yrs the rate they are going, they think they can get senior citizens on line think again. I for one will not. All the staff see is dollar signs + don't care about the customers at all. It really shows. They have a bad attitudes + need adjustment. The staff all should treat their customers the way they want to be treated.

  Business Response

  Date: 02/09/2023

  February 8, 2023
  ***************************************
  *** *************
  Orrville, OH *****
  Daytime Phone: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************************** and the delivery of her newspaper. We are sorry to hear she did not receive a paper on the dates mentioned in her complaint. ******************************** did not report these dates to the newspaper therefore credit was not given. I have made an adjustment to her account for these missed deliveries. Going forward, ******************************** must use the automated system to report any delivery issues.
  
  I have also requested that the paper is delivered as close to the garage door as possible.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:01/12/2023

  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 was a Detroit News subscriber when living in Metro Detroit in the 90s, and subscribed again in 2007 after returning to Michigan, remaining a subscriber to the print edition until mid-2022. In late '21 or early '22 I called to cancel my paper, and the subscription was not canceled, remaining in place for months, costing me several hundred more dollars. I called again in the summer of 2022 to cancel, and requested a refund for the extra months of service, but was denied the refund. I agreed to continue with digital access for $4.99 per month, beginning in August 2022. The subscription hasn't worked since then. I can log into my Detroit News account, but rather than getting access to the online version on the paper, I see ads to sign up for service. The ads offer me service cheaper than the $4.99 I'm currently paying. It doesn't matter what device I use, laptop, phone, or iPad, I get the same response. I finally put aside my dread of dealing with the overseas call center again, and called. They haven't gotten my access working yet, and refused to credit me for the 5 months of unused service, August 2022 until today. Since 2007 I've paid the Detroit News $2000+, and they won't even credit me $24.95 for service they didn't provide. The Gannett subscriber support team, which seems to be based in the Philippines unlike their US-based sales team, is adept at stonewalling and delaying canceling subscriptions, and in other cases will not provide credit for service not provided.

  Business Response

  Date: 01/20/2023

  The Detroit News regrets the frustration experienced by this customer. We have been in contact with the subscriber and came to a resolution. We have refunded all money paid since the original stop request was made on 1/17/2022 in the amount of $246.49. We have lowered the rate on his digital subscription and applied credit to the account for time that the customer did not have access. We have provided the subscriber with our direct contact information if further assistance is needed.

  Customer Answer

  Date: 02/06/2023

  [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:
  
  
  
  

  ---------- Forwarded message ---------
  From: *** ******* <*******@*****.com>
  Date: Sun, Feb 5, 2023 at 9:29 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <[email protected]>
  

   

  Greetings

  I noticed that you closed this file, but I’d like to have it reopened.  Unfortunately, after reaching out to me and promising to resolve the problem, Gannett has not issued the refund they promised.   I have followed up twice with the person at Gannett who said she was resolving the problem, but there is radio silence – no replies have been received – and that is the reason I had not responded to the BBB email asking about the status.  I’ve attached the latest email that I sent to Gannett, which has the earlier emails as well.  The pattern of Gannett’s poor customer service is continuing, unfortunately.

  Regards,

  *** *******

  Northville, MI

  Regards,
  
  
  
  ******* *******
  

  Business Response

  Date: 02/07/2023

  The Detroit News regrets the frustration experienced by this
  customer. We have been in contact with the customer. We have informed the
  customer that the refund has been sent via a check in the mail on 1/30/2023.
  The customer has been advised on the timeframe it takes to receive our refund
  via mail, which is up to 30 business days. The customer has our direct contact information if further assistance
  is needed.

  Customer Answer

  Date: 02/10/2023

  ---------- Forwarded message ---------
  From: *** ******* <*******@*****.com>
  Date: Fri, Feb 10, 2023 at 12:20 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Greetings,

  I have received the promised refund from Gannett, via check sent by mail, and I am fully satisfied with the resolution of my complaint.  Please update complaint #******** to indicate the dispute was satisfactorily resolved.

  Regards,

  *** *******

• Initial Complaint

  Date:01/11/2023

  Type:Product 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.

  At the end of October if submitted a subscription for the ********** Mariner to be delivered to my house. Our subscription had lapsed a few months prior and I was trying to renew it. I mailed Wicked Local a check for a one year subscription to my community newspaper for $93. The check was promptly cashed in October, yet I still have yet to receive the paper. I contacted them by phone twice and was assured I would receive the paper the following week which I did not. I also contact *********************************** their Regional Planner as her email address is on their website. I explained my situation and she responded that I needed to take take it up with their subscription department. I have also emailed them on 12/20/22 and have not received a response. I would like either my subscription or my money back. I find it unacceptable for this company to take my money and not provide the service for which I have paid and their lack of ability to resolve the situation is quite upsetting. Any help you can offer would be greatly appreciated. Thank you.

  Business Response

  Date: 01/25/2023

  January 25,2023
  ***************************
  ** **************
  Marshfield, MA *****
  Daytime Phone:**************
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her subscription. In May 2022, ********** Mariner merged with other weekly publications. The new publication is called The Coastal Mariner.******************** account started on 12/22/2023 and is delivered by her mail carrier each Thursday. ****************** should check with her local post office to find out why she is not receiving it with her mail. I have passed her concerns to the distribution center and asked them to ensure all copies are sent to the post office for the scheduled deliveries.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  

• Initial Complaint

  Date:01/09/2023

  Type:Delivery 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.

  Standard Times of  New Bedford Ma is the local newspaper which is paid for in a timely fashion has not delivered my paper today and when called is told to look at it on the internet. This is an abuse of power. What can be done about this? I have paid real money for this service and it has not been provided

  Business Response

  Date: 01/26/2023

  January 26, 2023
  *****************************
  *** *********
  New Bedford, MA *****
  Daytime Phone: **************
  E-mail: ***********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************ and her delivery issues. We apologize for any frustration this may have caused. Based on her account the last complaint lodged was on 12/27/2022 and the call was received prior to the 8:00 am delivery deadline. It is important that missed deliveries are reported as they happen to ensure the carrier is held accountable and the account is accurately credited. I have notified her carrier and their manager of her concerns and asked for an immediate correction to her concerns. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:01/09/2023

  Type:Delivery 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 paid $244.19 on 6/7/2022 for 1 year of print delivery to my paper box.I received no print newspaper from September 18th to December 31st.I have called and emailed to no avail to the Daily Record.I was told that this problem would be resolved.I did receive a physical print newspaper on December 31st to January 6 2023.I have not received another delivery since. Called to complain but as usual I received no response. Any help from BBB would be greatly appreciated. Thank you,********************************* .

  Business Response

  Date: 02/09/2023

  February 9,2023
  *******************************
  *** ****************************
  Wooster, OH *****
  Daytime Phone:**************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user friendly and helps avoid holding the line for an agent. 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 issues. 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 missed deliveries are reported as they happen.  
  
  **. ********** account has been documented and credited accurately based on the choice he made using the automated systems. I have notified **. ********** carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  ********************* has received credits to extend his delivery 177 days when he spoke to previous agents.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  

• Initial Complaint

  Date:01/04/2023

  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.

  Refusal to reissue a check after multiple attempts to get in touch with ***********************. Signed a letter for them to reissue check, was given a time frame of 4-6 weeks. Reached back out in 6 weeks and was given a story about canceling the check was difficult for them bcs they changed banks. Now I have been waiting 2 months for checks to be reissued and its crickets on gannetts end.

  Business Response

  Date: 01/31/2023

  January 30, 2023
  ***************************
  ** ***************
  South Dartmouth, MA *****
  Daytime Phone: **************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************ and her refund concerns. I have reached out to ************** and have received the following message:
  
  We are still working with the bank on their global issue. If not resolved, we will process manually and reissue within a couple of weeks.
  
  ************** is working with the banks and our IT department to correct this problem. ************ is one of many that has experienced this delay. Our departments are working diligently to resolve this for her.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  Tell us why here...

• Initial Complaint

  Date:01/03/2023

  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.

  My parents (under *************************** account number ********** have not received a newspaper since December 22, 2022, even though they pay for daily delivery. This is a completely unacceptable business practice for a corporation to offer a service and then not provide it. They have not offered any explanation for this abrupt halt in service. They are not alone. Its a small town so we know a few neighbors who are are experiencing the same thing.

  Business Response

  Date: 02/09/2023

  February 8, 2023
  *****************************
  c/o ***************************
  3890 **********
  Columbus, OH *****
  Daytime Phone: **************
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and the delivery of her parents' 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. 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 last complaint lodged against their carrier was on 1/22/2023; if the delivery issues have continued it is important to report them as they happen to ensure the account is accurately documented and credited. I have issued a 14-day credit as a courtesy. I have notified ****************** carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issues. 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.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 02/13/2023

  [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. 
  

  I would however add that it would be nice if delivery was guaranteed by a certain time of day as well.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/30/2022

  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.

  Fir more than a week, daily subscriptions I have paid for has not been delivered. This is for three newspapers…the Reno Gazette Journal and two others for which the RGJ is contracted to deliver, …the New York Times and the Wall Street Journal. I have called, emailed and “chatted” with its call centers (in India and the Philippines). No one knows how to resolve this issue.

  Business Response

  Date: 01/13/2023

  The Reno Gazette Journal regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  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.

• Initial Complaint

  Date:12/20/2022

  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.

  I was receiving the Republic only Wed and Sun. I sold my home and called to totally cancel delivery. However, they continued to deliver it, at least a week's worth. The buyer of my home called and delivery stopped there. I then received a bill (sent to old address. I called and explained this to someone. Supposedly taken care of. Then I rec'd a call soliciting my subscribing for a greatly reduced price. I agreed, gave the gentleman my new address. All should have been fine. However, I have NEVER rec'd so much as one day's worth. I called on Dec 7 and spoke to "*****." My account was "cancelled." Nope. Rec'd a bill for $46.35! I returned bill on which I repeated the above. Talking to a person does not remedy the situation. I received yet another bill recently saying I now owe $67.84! Over the phone or in writing, these people don't get it. They NEVER delivered it but sure have my new address because the bills keep coming. I do NOT want my credit rating tanked for non-payment!!!

  Business Response

  Date: 01/11/2023

  The Arizona Republic regrets the frustration experienced by this former subscriber.  We've verified this subscription is cancelled and have waived any balance due.  We emailed the customer to inform them of the billing adjustment.  The customer's credit report will not be affected by any subscription billing.  Direct contact information was provided in case any further assistance is required.