Complaints

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:01/17/2025

  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.

  Pensacola News Journal has, on several occasions, failed to deliver the newspaper AND charged me for the newspaper they withheld. They were notified, but despite promises to send me the newspaper I didn’t receive, they never sent the newspaper. It’s bad enough they send the morning newspaper via USPS, which means I don’t receive the paper until the evening, after the 5:00 news has already aired, but when the paper doesn’t even arrive at all their office is already closed. Then, they “have a problem with being notified the day after no paper arrived.” They should be required to, at minimum, deliver the morning newspaper IN THE MORNING & quit withholding the paper.

  Business Response

  Date: 01/17/2025

  The Pensacola News Journal regrets this subscriber's poor experience.  We are escalating this matter to our production and distribution team to ensure the papers are leaving our facility on time and with the appropriate mail labels.  We applied a 2-week credit to this subscription account.  We left a voicemail for the subscriber, informing them of the steps taken to address and resolve this matter, and provided them our direct contact information in case further assistance is required.

• Initial Complaint

  Date:08/21/2024

  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.

  Hi. My name is Jennifer ****. My husband and I was sending a news paper to a prison in Orlando, FL and we would pay in advance. Our friend, Jeff told us to stop sending the papers because he was not receiving them. So I called PNJ in May 2024 and told them to s**** sending them to my personal address, since we had paid up until December 2025. They said it would take 5-10 business days. I never saw the paper. So I called back a few weeks later and told them I still have not received the paper. Then I asked them to cancel and how much of a refund would I get back. She said about 250.00. She said it would take about 15 days to get the check. I did not get a check. So I called back and told them I still have not received a check. She verified my address and said she would put the request in again. It is now August 2024 and I still have not heard from them or seen a check. This is not right or fair. This is bad business. I am an unhappy customer. Please help! Thanks.

  Business Response

  Date: 08/29/2024

  The Pensacola News Journal understands and regrets the frustration experienced by this customer. We have verified that the original refund check that was sent has not yet been cashed. We have issued a new refund check to the customer, and she can expect to have it in the next 3-5 weeks. We have been in contact with the customer and have provided the customer with our direct contact information if further assistance is needed. 

• Initial Complaint

  Date:04/04/2024

  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.

  I signed up for digital paper a year ago. Had no idea that $1.00 per month was going to turn into $19.99. I did not catch the first time but the second time they billed me I called right away (the end of March) for billing covering March 24-April 24. Told them to cancel and that I would like a refund. I was told they would process. A week later no refund came through so I called back and was told they do not do refunds. I do not think I should have to pay for a service I have cancelled. I did not ask for a refund of the first month as I did not catch it in time but I do expect a refund for the month I cancelled. Very shady that first they change the price on you without any notification and then will not refund. I am a widow on a fixed income and cannot afford $40 for a newspaper.

  Business Response

  Date: 04/18/2024

  The Pensacola News Journal regrets this customer's poor experience.  Subscription promotional terms are provided at the point of sale, including the full rate to be charged after a promotion ends.  Since our team initially told this customer they would receive a refund, we are honoring this commitment.  Our terms of service state: 

  "You must cancel your subscription before it automatically renews for a subsequent period to avoid being charged for the next period's subscription fee. If you cancel your 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 cancelled 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."

  Full subscription terms can be found here:  *******************************************.

  We left a voicemail for this subscriber informing them of the pending refund and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:10/20/2023

  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.

  App subscription was canceled following the exact methods that were given and posted on their website. My bank account has been charged twice since . They have refused refund and customer service is not helpful. This is theft !!

  Business Response

  Date: 10/20/2023

  We regret this customer's poor experience.  We confirmed this subscription has been cancelled and we initiated a refund which will be returned to the customer's card within the next few business days.  We left a voicemail for the customer informing them of the cancellation and pending refund.  Direct contact information was provided in case further assistance is required.

• Initial Complaint

  Date:06/22/2023

  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.

  I've subscribed to the Pensacola News Journal for more than 20 years. My subscription includes home delivery on Wednesdays and Sundays with full access to the digital content. The monthly rate was $21.40 and in October of 2022 I asked to switch to digital only access for about $10 per month. The agent told me that I was pre-paid for home delivery through May of 2023 and that my account would switch to digital only with the lower price in June of 2023. I received no invoices until I was billed $298.96 on June 6, 2023. I called the Pensacola News Journal for an explanation and they said that the invoice was for six months of service. Aside from the fact that the agent in May said that my account was prepaid, six months at $21.40 per month would be $128.40. This week the agent said the additional charges came from the delivery of "premium edition" papers that are six dollars per issue. There is still no way that the charge could add up to $298.96. The agent gave me a $50 credit for my length of service and today I paid the balance of $248.96 with a bank draft to close my account. I would appreciate assistance with a refund of at least $120.

  Business Response

  Date: 06/26/2023

  The Pensacola News Journal regrets this customer's poor experience.  We spoke with them and apologized.  We are monitoring the customer's subscription account and as soon as their recent payment posts it will be refunded to them.  We provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising 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.

  Several months ago, I clicked an ad on Facebook to subscribe to the Pensacola News Journal. The price was $1 for the year for online access or something similar. I never used this subscription to read articles except maybe three or four times. I noticed approximately 4 months ago that I was being charged $9.99 for a subscription. I ha e now emailed them at their customer service email asking for my subscription to be canceled. Today I again was billed and charged $9.99. Now I have spent $40 on a subscription I did not sign up for, and that they are refusing to cancel. There is no information as to how to cancel on their website, except recommending an email to customer service. This is theft, and I want my money returned to me. Especially since I asked to be canceled back on 12/18/22

  Business Response

  Date: 02/24/2023

  The Pensacola News Journal regrets the frustration experienced by this subscriber.  We've processed a cancellation of their digital subscription and initiated a refund which will be returned to their card on file within the next few business days.  We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.  

  Customer Answer

  Date: 02/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19430725, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jennifer ******

• Initial Complaint

  Date:02/15/2023

  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.

  For the past few years, I have had a subscription with the PNJ for Wednesday and Sunday delivery. Everything seemed to be going well until December 7, 2022. I have not received a printed paper since December 4, 2022. However, my checking account was charged the monthly subscription rate on December 7, 2022. I have called their number (877-424-0028) SEVERAL times to report a missed delivery. Most of the time, I had to "talk" to the automated system. On three or four occasions, I was able to reach a person; and each time they assured me they would check into the problem to see why I was not getting my paper...and even promosed me I would get a paper on the next scheduled delivery date. It has not happened!!! I am livid!! I cannot talk to anyone who can give me a reason for the non-delivery. Sure, I can access the paper online, but the grocery ads on Wednesdays nor the sale papers and coupons on Sundays are included in the online version. They no longer have an office, even though their website lists 2 North Palafox Street as their location. There is no one there, and I was told by someone in another office in the same building that everyone at PNJ is working remotely. That's when I contacted ******* to see if they could get some answers for me. Yes, I spoke with a person at the station, but I have heard nothing from them regarding this situation since then. I am so tired of getting the run around!!! Fortunately, they have not charged me for the monthly rate since December 7. This company supposedly has a great reputation, but my experience proves otherwise. If their monthly rate is charged a month in advance, they owe me $30.10!! (That includes the "extras" that subscribers get.) I plan to cancel my subscription immediately, since their base rate is going from $16-something to $24-something on the next bill. Any help you can provide would be greatly appreciated. Thank you very much.

  Business Response

  Date: 02/17/2023

  The Pensacola News Journal regrets the frustration experienced by this customer.  We escalated this service issue to our distribution management team for review and correction.  We spoke with the customer, confirmed they received their Wednesday paper this week, provided a courtesy credit and direct contact information in case further assistance is required.

• Initial Complaint

  Date:01/31/2023

  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.

  The Pensacola News Journal has failed to provide daily delivery of the newspaper. It is common to not receive the paper 3 to 4 times a week. When I call, the recorded voice notes the problem, says I will receive today's paper along with tomorrow's paper. That never happens. I simply do not receive what I have paid for.

  Business Response

  Date: 01/31/2023

  The Pensacola News Journal regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  We spoke with the customer, informed them of the steps taken to resolve this matter, provided a courtesy credit and direct contact information in case further assistance is required.

• Initial Complaint

  Date:01/03/2023

  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 cancelled the Pensacola News Journal two years ago. They have since charged my card despite multiple calls, chats, and confirmation this problem has been taken care of. The last person I spoke with said they would refund us and cancel the subscriptions and failed to do so. Sadly, we were just charged again. I was told that “I” requested a change in delivery from online to paper and then paper to online twice. This is completely false. I am about to utilize a friend who is an attorney locally to get this resolved. I am also not the “only” one this is happening to. My husband has had the same issue, but works so many hours in surgery, he hasn’t been able to deal with this. I would like to be refunded and guaranteed they will stop charging our family. This has cost many hours of my time (that I could be spending with patients or family). Needs to end now. Please assist us.

  Business Response

  Date: 01/17/2023

  The Pensacola News Journal regrets the frustration experienced by this subscriber.  We spoke with them and assisted with ensuring cancellation and a refund were processed.  Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18672904, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dakota Thomas

• Initial Complaint

  Date:08/26/2022

  Type:Sales and Advertising 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.

  Mary ******* does not reside at this address. No one at this address desires to have a subscription to the PNJ. We have called and emailed multiple times over the past 1 1/2 years to stop these mailings. I was assured they would stop. I emailed the editor to request assistance. I even contacted Gannett and was not assisted by them. I would rather not continue and have to file complaints with the US Postal Inspection Service and the FL Attorney General's Office, but if this issue continues, I will.

  Business Response

  Date: 08/26/2022

  The Pensacola News Journal regrets the frustration experienced by this subscriber. We spoke with them, apologized and escalated this matter to ensure they are removed from our mailing list going forward. Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 08/29/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Blair with Gannett called me (502-260-5179) and advised he will contact the marketing department to look into this issue. He did advise he will contact me with an update. I have his contact information if needed. This is satisfactory at this point unless I don't hear from Blair or the issue occurs again. Thanks for your assistance.