ComplaintsforGateHouse Media, Inc

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been calling the ******* ****** for over a week (each day) about a delivery issue that we have been experiencing for some of our residents. Each time I call, I speak to a generic contact center and they ensure me that everything will be taken care of and the issue would get resolved. I then proceed to go out and purchase copies of the papers with my own money so that my residents receive the paper that they paid for. Every morning I come in and look to see how many papers were delivered and once again get upset because we aren't getting them. It has become a vicious cycle and I am quite honestly tired of trying to work with them to resolve the issue. They clearly don't care. I would like this issue fixed as they are currently not offering the service that they are getting paid for.

  Business response

  09/28/2023

  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.   In the situation of a long-term care facility, there needs to be a complaint filed for each individual that didn't receive the paper so that their account can be credited properly. 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 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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** is a news site that is refusing to stop contacting me. I have contacted the 3 times and previously reported them, to which they said they are not emailing me and that the email settings are in my control. They are not in my control, as I have changed them and asked for them to be changed multiple times now. I have attached proof that my account still exists on their site (there is no way for me to delete it; it must be deleted by ******) and the latest email I got, two days after they told the BBB that they are no longer emailing me (received on 11/21/22). All I want is for this company to delete my email address from their system and never hear from them again. That's it. It's not a lot to ask for and they should not be allowed to continue to harass me with emails just because I visited this site once. It has been two months of me trying to stop getting emails from this company. This site should not be using real news to phish emails from people.

  Business response

  11/29/2022

  Please accept this as confirmation we have received a complaint from your offices regarding Ms. **** and the unwanted emails she is receiving. Ms. Reyes does not have an active subscription to the Providence Journal or any Gannett Publication. Ms. Reyes shows signed in to the Providence Journal because at one point she registered her email address with the website. She can go to the ‘Newsletter’ section of drop down showcasing her name and manage her preferences.  I have asked our IT department to remove [email protected] from our email distribution list. The registered account cannot be removed.  We appreciate the opportunity to address these concerns. Thank you, Subscription Management Specialist  

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, this website collected my information and even though I selected to not be contacted for promotions, I am receiving multiple emails per day to multiple email accounts and have spoken with customer service four times now. Every time, they tell me they have deleted my account and that I will not receive emails anymore, but then I do receive an email, click on unsubscribe, and find that I do have an account still and I am signed up for all promotional emails. I also suspect they sold my information, as I have had an increase in spam overall since I made the mistake of trying to read one of their news articles. While this site does offer news, it uses this as a way to phish information from people and to harass them through a deluge of promotional emails on a daily basis. I never thought I could regret reading a news article as much as I regret reading something from the Peoria Journal Star, owned by Gatehouse Media.

  Business response

  11/18/2022

  November 17th, 2022
  ***** *****  **** ******* **  *********** **  *****  ******* ****** ***** ********  ******* ************************ 
   
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ***** and unwanted emails. The only way to receive emails from any publication is to enter an email address when visiting one of our websites. Ms. ***** can visit https://profile.pjstar.com/newsletters/manage/ to manage her Newsletter preferences. I have also sent the email address within this complaint to a manager that will have our IT department remove it from all platforms. This can take up to two working weeks to complete and process fully. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Subscription Management Specialist  
  Tell us why here...

  Customer response

  11/18/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have selected to "manage my email options" multiple times and contacted customer support three times to get my email removed from their system, and yet I continue to receive emails, promotions, and have an account on their site. There is no way for me to delete my account, as that would be the very best solution. I was chatting with customer relations and they told me I didn't have an account, yet when I visit the site, it automatically greets me by name, which I have attached a screenshot of. Please tell me how the site knows my name if I don't have an account. I am just sick and tired of being connected to this shady website, which is most obviously keeping my email information against my explicit will. It's also bothersome that I keep being told this problem doesn't exist because all I need to do is unsubscribe or that my account doesn't exist at all. It's simply a lie.

  I just want this business to delete my account and remove my email address from their system - not turn off notifications, FULLY REMOVE. I just want this company to leave me alone permanently, not temporarily based on their site's notification settings, which clearly do not work as intended or work exactly as intended: against the will of the user. Removing my email address from their system is the only resolution I want. I don't understand why it's so difficult.
  
  Regards,
  
  ***** *****  
  
  
  

  
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been invoiced twice by this company which is unknown to us. Second invoice added an interest charge of $9.60 to the $659.20 “Amount Due”. I have purchased nothing from these people but can’t call to clarify or cancel; their website says I’m not authorized to access. I believe this is a total SCAM. Their Federal ID is **********.

  Business response

  09/19/2022

  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ***** and his account to the Cape Cod Times. Mr. ***** is receiving renewal notices because his account is past due and as of today, it is $13.52. The amount of $9.60 is not an interest charge but what was owed when the renewal notice was printed. The renewal notice clearly states what the bill is for. Mr. ***** has been a subscriber since 2015. 
  He or someone in his household mailed in an offer of $52.00 for 26 six weeks with payment; once received delivery and online access started on 6/22/2022. 
  I have attached the most recent renewal notice sent to Mr. ***** for your review. 
  We appreciate the opportunity to address these concerns.
  Thank you,
  Subscription Management Specialist  
  

  Customer response

  09/20/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  ****** *****
  

  Thank you for the timely handling of my complaint.  I am responding because GateHouse Media provided false and misleading information in their response.

  Early this past summer I had accepted an offer to subscribe to there Cape Cod Times for a specific number of weeks.  At the time, I paid the amount due in full by check.  Though offered several options to renew/extend my subscription, I never did.  There simply is no way I could possibly be past due on my account.

  The invoice from ******* New England mentions nothing about the Cape Cod Times.  The $9.60 charged on 08/31/22 is entitled "Finance Charge"; I mistakenly referred to it as an interest charge.  Furthermore the invoice states the Total Amount Due is $659.20 ...  and it also indicates that $640.00 is 90 Days Past Due.

  I owe this company nothing.  In fact I likely will never again subscribe to the Cape Cod Times for I do not trust or respect GateHouse Media.  I believe their invoicing is a scam operation.

  I am attaching a copy of their invoice as evidence of the facts stated above.  Please let me know if you have questions or I may be of further service.

  Sincerely,

  ****** ** *****

  
  

  Business response

  10/04/2022

  Please accept this as confirmation we have received Mr. ******* rejection. As we have stated the invoice in question is for advertising. The ******* ***** ****** * * * was opened in 2009 at the address provided in Mr. ******s contact information. The invoice is for advertising printed in the newspaper for this business. Mr. ***** should call the number provided to discuss their advertising account. 
  The system does not create a ‘final’ bill, therefore, Mr. ***** can send in payment to the address on the renewal notice I provided. The current amount due is $20.41. 
  We appreciate the opportunity to address these concerns.
  Thank you,
  Subscription Management Specialist  
  
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  GATEHOUSE’S SUBSIDIARY THE PALM BEACH POST HAS FAILED TO DELIVER MY PAPER THREE TIMES IN THE LAST EIGHT DAYS. THE PALM BEACH CORP. DISRIBUTION MANAGER OR ANY OTHER EXECUTIVE DOES NOT CALL ME BACK TO DISCUSS SERVICE. INSTEAD, THEY RESPONDED TO THE BBB AND TOLD ME TO CALL THEIR OUT-SOURCED CUSTOMER SERVIVE THAT DOES NOT IMPROVE SERVICE INCLUDING TODAY.

  Business response

  07/28/2022

  July 28TH 2022
  ******* *********  **** ****** ***  **** ****** **  *****  ******* ****** ***** ********  ******* ******************
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******** and his account issues. Mr. ******** has been advised several times that he needs to report missed deliveries using the automated services via phone or online; speaking to an agent is not necessary. His last complaint lodged against his carrier was on 7/12/22. He has also been told that we cannot guarantee someone from our Circulation Department will call him as they work late and through the night hours. 
  
  He must report missed deliveries as they happen to receive proper credit and hold his carrier accountable. 
  
  I have included our previous response to the Florida BBB for your records.
  
  July 18TH 2022
  ******* ********* **** ****** *** **** ****** ** ***** 
  
  Complaint #17560131 
  
  Please accept this as confirmation we have received Mr. ********’s complaint regarding his missed deliveries. We apologize for the frustration this has caused. We have made his carrier and their manager aware of his concerns and requested an immediate resolution. Based on his account, his last missed delivery complaint was on 7/13/2022; we believe a correction is taking place. In the event he is missed again, we encourage him to continue using the automated services to report the complaint.  
  
  We have requested someone to contact Mr. ********, but we are unable to guarantee it. Our delivery teams work late second shift hours through the night. We are not privy to their schedules.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather
  Subscription Management Specialist  
  
  **** **** **** ******* ********* **** ****** *** **** ****** ** *****  
  
  Complaint #******** 
  
  Please accept this as confirmation we have received Mr. *********’s rejection. Again, we are unable to guarantee a call will be received. I have notified the management team of the most recent missed deliveries.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather
  Subscription Management Specialist  
  
  We appreciate the opportunity to address these concerns.
  Thank you,
  
  Heather
  Subscription Management Specialist  
  
  

  Customer response

  07/30/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  There has been no improvement. Today, 7/30 I received the *** **** ***** instead of the Post. Your Corp.Mgt. is not proactive and does care. If you did you would call me and hire a new carrier. Stop pawning me off to your ineffective 800 number.
  Regards,
  ******* *********
  
  
  
  
  

  Business response

  08/09/2022

  August 9th, 2022
  ******* *********   
  **** ****** ***    **** ****** **  *****    ******* ****** ***** ********    ******* ****************** 
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ********’s rejection. Again, he neglects to report his missed deliveries as they happen. If he is unwilling to document his account accurately, I can no longer attempt to assist him. The missed delivery complaints charge a carrier and also create a pattern and ultimately the carrier is held accountable when reported. 
  Our Circulation department does not contact subscribers for reasons already given. Their schedules include late second shift hours and through the night. 
  We appreciate the opportunity to address these concerns.
  Thank you,
  Heather
  Subscription Management Specialist  
  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In mid-June of this year I took advantage of a newspaper special to have the Peoria Journal Star Sunday edition delivered to my house for $26. I have yet to receive a paper despite that fact that I have called about lack of delivery several times as well as had an online chat. The check I wrote for $26 was cashed by GCI NEWSPRS-CN and cleared by bank on June 23 2022. Today I was given an email address by the HELP line to track the check. That email address does not exist.

  Business response

  07/27/2022

  July 27TH 2022 
  ****** ******** 
  ***** * ******* **  ********** **  ***** 
  Daytime Phone: ***** ******** 
  E-mail: **************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******** and her delivery issues. Based on her account, delivery was started on 6/26/22 and payment was applied on 6/21/2022. Ms. ******** filed a missed delivery complaint on 7/17/22. It is important that she uses one of our automated services to report missed deliveries. This will ensure that she receives accurate credits to her account and her carrier is held accountable.  
  We appreciate the opportunity to address these concerns. 
  Thank you, 
  Heather 
  Subscription Management Specialist  
  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/23/21 I mailed a check for $457.23 for The Palm Beach for one year subscription. On 9/1/21 I mailed a check for $356.10 for the Palm Beach Daily News subscription. Both of these checks were cashed. For the last 2 months I have been receiving emails that I owe money for The Palm Beach Daily News which is incorrect since my subscription is valid until 9/2022. I have spoken to 7 different Customer Service people since the problem began with each of them telling me that they could see there was a mistake on the account and would escalate it to the billing dept. Each conversation was exhausting and frustrating due to the lack of knowledge and understanding of the representatives who could not get me access to anyone in billing or to any type of manager. By the 4th contact and being completely frustrated I told them to cancel my subscription and send me confirmation of that. I was told it could not be cancelled until I paid the monies owed? I continue to get electronic bills which increase each time. All I have asked for is that I receive confirmation, via mail or email, that I do not owe any monies as indicated in their records when they look up the account. The local office is closed up and I am unable to reach anyone on a telephone who is actually based in the US or has any authority whatsoever to make the changes needed to the account. I am an elderly gentlemen and I do not want this undeserved harassment to continue and I am at a loss as to how to stop it. I will be very grateful for any help that you can offer to help rid me of this harassment.

  Business response

  06/13/2022

  June 13th, 2022
  ***** ******  *** ***** ****** **** **  **** ****** **  *****  ******* ****** ***** ********  ******* ****************
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his billing issues. Mr. ******’s Palm Beach Post is active and expires as of this response on 12/6/2022. Mr. ******’s Daily News account was stopped on 5/27/2022 due to non-payment. There is an outstanding amount due of $47.21. His second payment was applied to this account and paid him from 10/5/2021 through 5/5/2022. Mr. ****** will continue to receive invoices until this balance is paid.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Heather
  Subscription Management Specialist  

  Customer response

  06/14/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I do not owe the newspaper any money.  The $47 that they suggest is due was occasioned by a continuation of a subscription that I did not elect to renew.  The newspaper is paid by check.  When the subscription expires, they should cease delivery. When I did return to Palm Beach, I agreed to renew for another year -- only if they dropped the charges for a paper that I at no time ordered.  The agent agreed and the checks which they cashed clearly indicate the dates of requisite service.

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

  
  

  Business response

  06/23/2022

  June 21st, 2022 
  ***** ******  
  *** ***** ****** **** **   **** ****** **  *****   ******* ****** ***** ********   ******* **************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received Mr. ******’s rejection. I have verified that our Delivery Information is on the back of Mr. ******’s renewal notices stating "For your convenience, we will continue to deliver your newspaper for a period of time past your renewal date unless you contact subscriber services." Mr. ****** received the product and did not call customer service to terminate the account, therefore, the past due balance will remain until it is paid. 
  We appreciate the opportunity to address these concerns. 
  Thank you, 
  Heather 
  Subscription Management Specialist  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  For 3 months I have been receiving the **** ***** **** and *** ** *****. I am not a subscriber and do not wish to receive them. Have contacted them 15 times by email, chat,, phone to stop the deliveries. Have gone to their WPB office with a bag of unopened newspapers and a Steve S***** there assured me he would let the right person in subscriptions know. Nothing happens. I continue to get the papers. Customer service in Philippines and Colombia assured me that they would take care of it. Nothing happens. Maybe through BBB I will finally have my wishes respected and this will stop.

  Business response

  06/08/2022

  Please accept this as confirmation we have receive a complaint from your offices regarding Ms. ****** and her unwanted delivery. Ms. ****** with need to reach out to the WSJ for further assistance with their delivery, as I do not have access to their systems or accounts.  Upon further review, she is receiving her neighbors' papers. There are multiple active accounts surrounding her address. I have reached out to the carrier and their manager and asked for an immediate correction.  We appreciate the opportunity to address these concerns.  Thank you, Heather Subscription Management Specialist  

  Business response

  06/14/2022

  Please accept this as confirmation we have received a rejection from your offices regarding Ms. ******.  Based on the addresses directly surrounding her she is in fact receiving a neighbor’s subscription. Our apologies, we did mean the New York Times and not WSJ; she will need to contact them as we do not have access to those accounts. The carrier of her area has been reminded again to deliver to the correct address.  Comp (free) subscriptions are still entered into the system and as of this response, Ms. ****** does not have an active account.  We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist  

  Customer response

  06/15/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ******  I do not know which neighbor should be getting the papers. I will not go around the neighborhood with 100 homes to find out who is not getting it. It is preposterous. What kind of accounting system do they have that they can not track this and resolve it? As we speak I have the papers in my driveway today 6/14/2022. Appreciate you trying to assist in this ridiculous matter. **** ******

• Initial Complaint

  06/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled via phone my subscription to Palm Beach Post, a Gannett newspaper. Several days later my Credit card was billed for $18.54 for the newspaper and this newspaper continues to be delivered. The last 4 digits bof my credit card are "7***". My phone # is *** *** ****. **** *******  Thank you.

  Business response

  06/06/2022

  June 6th, 2022  
  **** *******  ***** ********** **  *********** **  ***** 
  Daytime Phone: ***** ********  ******* ******************* 
  Complaint #******** 
  Please accept this as confirmation we have received Mr. *******’s complaint. To date, there are no previous cancellation requests on his account. All cancellation requests must be made by speaking to a LIVE customer service agent, this cannot be completed via email, chat, voicemail or mail delivery.  
  As a courtesy, I have stopped the paper as of 6/8/2022. Due to a successful dispute with his credit card, there is now a past due balance of $6.79; papers were delivered, therefore the balance will remain until it is paid.  
  We appreciate the opportunity to address these concerns.  
  Thank you, 
  ******* 
  Subscription Management Specialist  

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I responded to a offer I received in the mail to order ****** **** **** ****** delivery. I chose to receive a yearly delivery of Sunday paper. In February I sent a check for $111.28 to cover the year delivery. I called the **** ****** the last week of March to check on the status since I had not received a paper yet. I was told that I would receive a paper Sunday April 3 even though my check had not been processed yet. However, I did not receive that paper. Once again I called the **** ****** to report no paper and once again I was told I would be credited for that paper and one would be delivered April 10. It is April 10th and no paper.

  Business response

  04/11/2022

  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her account issues. Based on her information, Ms. ******* did not report her missed deliveries. This is important for a number of reasons including documenting and crediting her account accurately. It also signifies to the carrier there is an issue. Missed deliveries can be reported using the account management portal online or by calling ###-###-####.  As of this reply. Ms. *******’s payment has not been received to her account. We encourage her to see if her check has been cashed. In the event the check has been cashed we ask that she provide an image of the front and back of the endorsed check.   Thank you,  Heather Subscription Management Specialist Gannett Subscriber Services 

*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. ↩