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. has 71 locations, listed below.

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  Gannett Company, Inc.

  7950 Jones Branch Dr McLean, VA 22102-3302

• 

  Gannett Company, Inc.

  PO Box 50146 McLean, VA 22102-8946

• 

  Gannett Company, Inc.

  111 N Presidential Blvd Ste 215 Bala Cynwyd, PA 19004-1011

• 

  The Herald News

  PO Box 3408 Fall River, MA 02722

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  MetroWest Daily News

  1 Speen St Framingham, MA 01701

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:09/27/2022

  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.

  I have been trying cancel my subscription to The Canton Repository for nearly four weeks. This newspaper is a Gannett publication. I have tried every option that is offered on their website. I tried to accomplish this using my online account. I have made several dozen phone calls to two separate numbers they provide on their website. I have sent an E-mail to their website. Their website is no longer usable, phone calls to them are never answered, at any time of day. My Email asking them to cancel my account has never been acknowledged. They absolutely do not have any customer service available, and yet they continue to bill me. I need to find some recourse to deal with them. **** ** ******** *** ********* **. ** Navarre, Ohio *****

  Business Response

  Date: 10/19/2022

  October 19th, 2022
  **********************;
  *** *************** 
  Navarre, OH ***** 
  Daytime Phone: ************** 
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received *******************’s complaint regarding the cancelation of his Canton Repository subscription. Our renewal notices state, subscribers must call customer service to cancel services. As of this reply, there has not been any contact made to reflect on his account. 
  
  As a courtesy, I have canceled his subscription. A past-due balance of $28.17 will remain on his account until payment is received. This is for delivery from 9/8-10/19/2022. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

• Initial Complaint

  Date:09/06/2022

  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.

  I subscribed for $1.00 a month (6mos introductory) to get digital delivery 1/22. I called in advance of the end of service to keep from getting billed $12.00 a month after initial 6 months special. They quoted me a price of $29.00 a year for digital delivery of the Daytona News Journal. In July I noticed a $12.00 charge from them and called (we'll take care of it was said). In August another $12.00 charge (we'll take care of it was said again. This month $143.88 charge from Gannett Newspaper subscriptions. When I called again they said they could not refund but would count it towards future subscriptions with them. So far nobody I have talked to were understandable. I asked to speak to a supervisor and was kept on hold for 30 minutes (no supervisor ever came to phone). I am going to challenge the charge through my bank and will probably get my money back.........geez all they had to do was honor the price I was given (and it is in their file on me) and everyone would be happy. This outfit might have legitimate dealings, but my transaction was a total scam.

  Business Response

  Date: 09/15/2022

  September 14th, 2022
  **********************;
  *** * ******* *** 
  Deland, FL ***** 
  Daytime Phone: ************** 
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and his billing charges. I am sorry for the frustration this caused. His charge of $143.88 was for 12 months of access at $11.99. This charge was a system error and will be refunded in 7-10 business days. His card will not endure future charges until 9/14/23.
  
  Again, we apologize for the frustration and any inconvenience this may have caused. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  

• Initial Complaint

  Date:08/25/2022

  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.

  In the last two months, I have experienced two issues the the physical delivery of the Indy Star. First, when I was out of time for an extended period of time, I paused the newspaper delivery, while retaining the ability to access the online content. Even though I was not receiving the newspaper, I was still charged as if I had received it. Currently, the Indy Star is running a special for online access only for $1 for 6 months. Being charged when not receiving the newspaper is unethical. Second, my home delivery was supposed to start up again when I returned. I have not received the Thursday/Sunday papers for five weeks. I reported the issue to them online and nothing happened. I called them to explain the situation and nothing happened. I called them a second time and they credited me for one month of delivery and assured me I would receive a newspaper the following Thursday. It's Thursday, and there is no paper. This is incompetence.This is a real simple issue: I buy a product and you deliver what I have paid for. I don't have time to keep calling the Indy Star. I warned them both times I called that I would file a BBB complaint if the issue wasn't resolved.Poor delivery service is nothing new to the Indy Star. If it's raining on the day my paper is delivered, there is more than a 50/50 chance my paper is wet. I usually have to let it dry out for a day or two. In some cases it's so soaked that it needs to be thrown in the recycling bin. In the past, I had to resort to filing a BBB complaint because my paper was almost always wet when it rained. Evidently, the only way to get an issue resolved with the Indy Star is to file a BBB complaint.

  Business Response

  Date: 09/07/2022

  The Indianapolis Star regrets the frustration experienced by this customer. The customer started to receive delivery again on 9/4/22.Credit has been provided for non-deliveries, and the delivery pause. Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 09/11/2022

  [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:
  

  A newspaper was delivered on Sunday, September 4th, but I have not received a newspaper since then.  Since July 24th, I have only received one newspaper out of 15 deliveries.

  To make matters worse, my neighbors have been receiving their newspapers.  Although it rained today and their newspapers were wet as usual.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/21/2022

  We regret that delivery to this customer's address has not improved.  We're following up with our distribution leaders to ensure this matter is addressed and resolved going forward.  We left a voicemail for the customer providing direct contact information and asking that they follow up with us at their convenience to ensure this matter is fully resolved.  

• Initial Complaint

  Date:08/05/2022

  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 signed up for a 6 month for $1 promotion to receive the Register Guard (owned by Gannett). Prior to the end of the 6 month promotion, I called to cancel my subscription. The customer service representative was disappointed I was cancelling and offered me another 6 month for $1 promotion to continue my subscription for another 6 months. I agreed. In the ensuing 4 months, I have been billed $7.99 on my credit card each month. I've called MULTIPLE times in an attempt to resolve, and have been bounced around between call centers in Columbia, South America and the Philippines. I was told that the reason I was being charged $7.99 was because the customer service representative was 'not authorized' to offer me a second promotion. NO ONE CONTACTED ME. The worst part is I have flat out been lied to multiple times as part of this experience. #1- I was offered and accepted a promotion and never received it. #2- I was told by a manager, "Jack" (none of the reps I talked to would give me their real name or return contact info.) assured me that he would go back and listen to the recorded conversation between the rep and me and call me back within 24 hours. HE NEVER CALLED BACK! #3- as part of the Jack conversation, he could sense I was upset and said he would give me a "Free 6 months" for my bad experience. When I called a day later to understand why "Jack' hadn't followed through on his promise, I was forwarded to the manager of the Columbia call center, Nick. Nick told me that he would be upset as well, and oh by the way, Jack didn't have the authority to offer me a free 6 months....so I was STILL going to be charged $7.99 per month. Needless to say, I cancelled and resolved NEVER to do business with Gannett again. Nick basically told me that he was the highest level person I could talk to, and although he believed I was being 100% truthful, there was nothing he could do. He suggested I contact my credit card company to file a disputed charge....

  Business Response

  Date: 08/16/2022

  August 15th, 2022 
  **********************;
  ***** ******* ** 
  Deadwood, OR ***** 
  Daytime Phone: ************** 
  E-mail: ****************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his account issues. We apologize for the experience **************** received as it is not what we strive for. Based on the transactions within his account, he is not eligible for a refund. He has sucessfully disputed five charges of $7.99 with his bank. What the previous agents advised him was accurate, however, the offer should have been honored. In the event **************** would like to have access to the paper online, I can give him six months at no cost.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist