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

• 

  Cape Cod Times

  319 Main Street Hyannis, MA 02601

• 

  The Enterprise

  PO Box 2866 Brockton, MA 02305

• 

  The Taunton Daily Gazette

  5 Cohannet St Taunton, MA 02780

• 

  The Herald News

  207 Pocasset St Fall River, MA 02721

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:12/14/2022

  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.

  I have called to cancel an e-subscription to ******* Times on account number ********** multiple times, most recently in November and December of 2022 after being charged $8.79 on my ******** Card for a monthly subscription that was offered to me October 2022 for 6 months at $1.00. On multiple occasions I have been told over the phone, which is the only way to cancel, that my subscription has been cancelled, my credit card has been removed from their files, and that they have authorized my refund of $8.79. None of this has occurred.

  Business Response

  Date: 01/17/2023

  January 17, 2023
  *****/*****************************
  **** **************
  Southside, AL *****
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your office regarding ********************** and his eNewspaper subscription. Based on his information, the agents he has spoken to completed the tasks needed to cancel his account and remove his credit card. We do not offer refunds and subscriptions are stopped on their paid-through date. ********************** was offered a rate he was not eligible for; he received it in March of 2022. When his rate was returned to $1.00 for six months, a payment of $1.00 was not completed. This caused his card to be charged $0.19 in error and automatically moved to the $7.99 rate.
  
  I have requested a refund in the amount of $8.79. This amount will reflect in his account within 7-10 business days.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  Date:11/30/2022

  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.

  I was not receiving the paper and I called on the following dates to report the issue on 6/26/2022, 7/3/2022 7/10/2022, 8/7/2022 and 8/21/2022. On the 8/21/2022 call I asked for the service to be cancelled and the be refunded for the prior dates which I was told yes however I never received the refund for the two charges for $4.33. I then received notification today that I was charged 16.33. I then called today and was then told they never refunded but charged again without me approving this. I said on the one call to a supposed supervisor that you fraudulently charged by card and she replied yes. I was then told they do not do refunds. I was told I approved this and I did not. I was then hung up on when I was told I being transferred to a another supervisor. I called back and was told they could refund me and when I told them that was not correct as I was just told by a supervisor they do not do refunds. When I asked for a supervisor I was told they could help me and she pretty much kept refusing to transfer me to a supervisor until I requested it multiple times. The call on 8/21/2022 I was asked if they could try and make it up to me and I said sure however it was not explained to me that after the 2 weeks I would be charged. I want full refunds of all of the charges any my paper cancelled. I told them I wanted an email within 14 business days stating this has been cancelled. I want all of the phone calls pulled and I want a full explanation as to why nothing I was told was done.

  Business Response

  Date: 12/20/2022

  December 20th, 2022  
  ****************************;
  **** *********** ** 
  East Peoria, IL ***** 
  Daytime Phone: ************** 
  E-mail: ******************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her Peoria Journal Star delivery issues. Based on her information, the agent she spoke to successfully terminated her delivery on 12/01/2022. ****************** has received more credit than she has paid, which extended her account by three months at no cost to her. When the credit expired, her credit card was charged. There are no missed delivery complaints from August 2022 through her stop date of 12/1.  
  
  Per the agreed upon terms of service when the initial order was placed, there will be no refund. Subscriptions are stopped at their expiration date leaving no funds remaining in the account.  
  
  Please note, this response is the only written verification she will receive stating her account has been stopped.  
  
  For more information, we encourage ****************** to visit aboutyoursubscription.pjstar.com.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  Subscription Management Specialist  
  
  

• Initial Complaint

  Date:11/21/2022

  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 subscribed and paid for my subscription to the daily paper, but have many days when I don't receive the paper. Sometimes I get it 3 times a week or at times I get it regularly. I haven't received any paper since October 20th. I have called customer service but they will not extend my subscription. They say it isn't their problem if I don't get the paper and they will not reimburse me. I have called them many times over the last year plus.

  Business Response

  Date: 01/13/2023

  January 13,2023
  *************************
  **** ** ***
  Millersburg, OH *****
  Daytime Phone:**************
  E-mail:*********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and her refund issues. We apologize for the frustration this may have caused. If at any time a subscriber decides to cancel their subscription, which they can do at any time, they may contact customer service. All cancelations must be requested before it automatically renews for a subsequent period to avoid being charged for the next period's subscription fee. If a subscriber cancels their subscription, the cancellation will become effective at the end of the then-current subscription period. Gannett does not provide credits, refunds, or prorated billing for any subscription canceled mid-period. In such a circumstance you will continue to have access to your subscription for the remainder of the subscription period. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
  
  Based on **.*********’s payment of 52 weeks we can grant her refund request. A refund in the amount of $191.57 will process and mail via USPS. We ask that she allow up to 45 days to receive it.
  
  Please note,********************** received credit to her account for each reported missed delivery extending her account by one day. We will not be extending delivery for six months at no cost.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  

• Initial Complaint

  Date:11/21/2022

  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.

  Complaint taken over phone by BBB representative BA.Consumer has had difficulty in reaching the business to cancel her subscription to The Canton Repository. On 9/14/22 she spoke to the business about changing the subscription to Monday through Friday ($16 per month) from Sunday through Friday delivery ($27.73 per month). The amount on the most recent statement was for $69.33. She has been unable to reach anyone to get an explanation of these charges, She has had difficulty with past subscriptions as well. She has told her credit card company to stop paying on this account.

  Business Response

  Date: 12/20/2022

  December 20th, 2022
  *********************;
  **** ****************** 
  East Sparta, OH  ***** 
  Daytime Phone: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and her request to terminate her delivery. Based on her account, she resolved her concerns with an agent on 11/24/2022. **************** account and billing stopped on this date. 
  
  ************** encountered a price increase causing the charge of $69.33; please note ************** has since disputed this charge. All EZ-Pay subscribers receive a letter 30 days before the scheduled increase notifying them of the change and how to reach out if the new rate is not agreeable. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  

  Customer Answer

  Date: 02/14/2023

  [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:
  
  
  I was told I could get a monthly rate of $16 for Mon - Fri. paper.  Then I was billed $69.33 on my credit card.  The "how to reach out if the new rate is not agreeable" is a farce.  They give a customer # of ************ + no body answers!  You get a message "Due to high volume of calls, we cannot answer your call at this time.  Please call back at another time."  I called multiple times at multiple days - Early AM, late AM, Noontime, early PM, mid PM, Lat PM - no answer.  This is a ruse.  They want access to your credit card, but you have no access to discontinue the subscription!  I have 2 neighbors who complained of the same thing!  A customer service phone that is rarely answered.  Ask the "Subscription Management Specialist" how many people were working to answer that phone!  There's the problem.  I filed this complaint because their tactics were to keep charging credit cards by not communicating with people trying to discontinue. 

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

• Initial Complaint

  Date:11/16/2022

  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.

  My debit card was charged 9.99 for digital service.I have tried calling for a week can never get thru.Emailed them no response.I did not subscribe to digital subscription and I want my 9.99 back on my acct and cancel this immediately

  Business Response

  Date: 12/14/2022

  December 14th, 2022
  *********************;
  **** **************** 
  North Canton, OH ***** 
  Daytime Phone: ************** 
  E-mail: **************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices and **. *********'s digital subscription to the Canton Repository. Based on his information he accepted an online offer of $1.00 for the first six months and $9.99 per month thereafter. This order was completed on 5/6/2022. It should be noted ********************** entered ************************* as his email address
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card 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 term.
  His account will be stopped at the current paid-through date of 1/10/2023.
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  
  Tell us why here...

  Customer Answer

  Date: 01/13/2023

  [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: Wed, Jan 11, 2023 at 6:36 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  

   

  To: Better Business Bureau <[email protected]>

  
  

  To this date I have not received my refund and has been over a month since they said they were processing it
  
  

  Sent from my ******

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

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  In mid-September, my wife and I received a letter (attached) from the Fort Collins Coloradoan informing us that "Upon your next subscription charge, 9/28/2022, your subscription rate will be $61.99 per month, plus applicable taxes." We expected a charge of $61.99 * 12 = $743.88 plus "applicable taxes" to our credit card. On September 28, I was surprised to see a charge of $869.81 to our credit card.$125.93 is a lot of "applicable taxes," so I called customer service. The agent mentioned extra charges for "specialty papers." Last year's renewal letter (attached) specifically mentioned an additional amount for "premium edition charges" but this year's letter did not. Therefore, we feel that these extra charges are unreasonable. I have learned that we were charged $144 plus applicable taxes for the specialty papers and that there were some credits on our account for undelivered papers, etc. Supposedly, we have received a credit of $36 to our account, but I cannot confirm that. I've repeatedly asked The Coloradoan to please honor the renewal cost in the letter we received by crediting or refunding an additional $108 plus taxes on $144.At this point, they haven't yet replied to my latest email of November 4.

  Business Response

  Date: 11/28/2022

  The Coloradoan regrets the frustration experienced by this customer. We have had several failed attempts to reach the customer via phone and email. We had added additional credit to the account to total the requested $144.00. We have also removed Premium Edition charges from this customers account, so in the future the subscriber will not be billed for them. In addition, we have provided the customer with a lower rate for renewal. The customer has been provided direct contact information if further assistance is required. Tell us why here...

  Customer Answer

  Date: 12/10/2022

  [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:11/14/2022

  Type:Service or Repair 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.

  RE: ******** ***** News Press
  
  Stop delivery IMMEDIATELY of your publication to this address. I have called your customer service multiple times and sent countless emails to all parties that have links in the City of Cuyahoga Falls, Ohio Chamber of Commerce to no avail. You should be charged with littering- your delivery practices are criminal. For the last several months my neighborhood has been defiled with your papers- someone literally must just lob them from a car on Saturday nights and on Sunday mornings they are strewn in tree lawns, the road, driveways and yards.

  Business Response

  Date: 12/02/2022

  December 2nd, 2022
  ***** *********** 
  *** ******* *** 
  Cuyahoga Falls, OH ***** 
  Daytime Phone: ###-###-#### 
  E-mail: ***********@*****.***
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. Shertzinger and the unwanted delivery of the ******** ***** News-Press to her address. I have notified the District Manager of the area and asked that delivery is stopped at her address. Please note, the other houses on her street will receive delivery unless they call customer service to request the termination. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist  
  
  

  Customer Answer

  Date: 12/13/2022

  [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 delivery still has not stopped- there has been a yet another paper thrown in my yard as of this past Saturday, 12/10. I have no confidence it ever will stop. 
  
  
  
  Regards,
  
  
  
  ***** ***********

• Initial Complaint

  Date:11/10/2022

  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 called to cancel my father's USA Today account because he passed away in Dec 2021. His account number was *********. USA Today promised my mother a refund of $92.91 for the canceled subscription because he had paid one year in advance. I have called numerous times. I was told the refund was issued on 8/5, we never got it. I called on 9/8 and Ann said she would re-issue the refund check. It is now 11/10 and we still have not received the refund.

  Business Response

  Date: 11/23/2022

  We regret the frustration experienced by this individual.  We spoke with them and informed them we are escalating this matter to our accounts payable team to confirm the status of this refund.  If we find the check is outstanding with the bank, we will have it reissued.  Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 11/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I look forward to hearing back this coming week regarding the status of re-issuing the check.   The company confirmed that the original check was in fact not re-issued on 9/8 after all, despite representative Ann stating it was.

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

• Initial Complaint

  Date:10/24/2022

  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.

  On March 22, 2022, I began an online subscription to The Naples Daily News (NDN, owned by the Gannett Company). I took advantage of a special rate for six months, after which the rate would balloon to $14.99 per month, unless cancelled, to be billed automatically until canceled. After paying for one month at $14.99, I attempted to cancel this subscription via their website on October 22, 2022, to avoid any another charges. After discovering their claim of being able to cancel online was a scam, I made numerous futile attempts to contact them by telephone. Their telephone system places a caller into an endless runaround; selections made by voice or keypad do not register. In the end, the system terminates your call. I was finally able to reach a human by the name of ****** at NDN on October 24, 2022. I explained my situation to her; she was very apologetic and said she would cancel my account and not to worry. After repeating what we discussed to confirm and clarify that not only was I looking to cancel but to also get a refund for the amount of $14.99 that was charged on October 22, 2022, due to not being able to cancel online or reach anyone via their customer service line. It was at this point that she back tracked and stated there was nothing she could do and that what I was charged would not be refunded, even though she acknowledges that the information online was very misleading and inaccurate! After this conversation I immediately emailed Gannett about this, requesting a refund and that they either update their website to allow for cancellations or remove the fraudulent information stating you could cancel online. The response I received confirmed my cancellation but refused to refund the $14.99 I was just charged and ignored any acknowledgement of the scam they are running by stating you can cancel online which implies you can do so at any time 24/7. Truth is you can only cancel by calling them during their limited hours and only after numerous attempts!

  Business Response

  Date: 11/04/2022

  The Naples Daily News regrets the frustration experienced by this subscriber.  We spoke with them and initiated a refund for the latest charge on this account.

• Initial Complaint

  Date:09/29/2022

  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 charged a higher price than advised by email and phone for a digital news subscription, and after speaking with the company's customer service representatives on three separate occasions, they still have not refunded my credit card as they have each time promised. For a year I received a Coloradoan digital newspaper subscription at a cost of $3.25/month. On July 1, 2022 I received an email stating that my monthly subscription cost would rise to $7.99/month. I called the same day to request cancellation, and the customer service representative with whom I spoke offered to continue my subscription at a rate of $3.25/month, which I accepted. However, on August 25, a charge for $9.99 appeared from this company on my credit card. As this was not the price promised by the representative over the phone, nor even the email, I called their customer service to ask for a refund and cancellation of my subscription on September 1. I spoke with Agent Michelle, who promised to initiate the refund. On September 8, when I still had not received the refund, I called again and spoke with Agent Nakaya, who also promised to expedite the refund. On September 29 I called for a third time, as I still had not received the refund, and spoke with another Agent Michelle who told me that "they do not generally issue refunds, but she would escalate my case". This company is charging customers higher than advertised prices, then wasting their time by promising to issue refunds but failing to follow through.

  Business Response

  Date: 10/03/2022

  The Coloradoan regrets the frustration experienced by this subscriber.  We've initiated the requested refund which will be processed within the next few business days.  We spoke with the customer, informed them of the pending refund and provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 10/05/2022

  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,
  
  *************************