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Business Profile

Newspaper

Erie Times News

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    This past Oct. I renewed my digital subscription to the Erie Times-News for one year with a $65 charge bill transaction that I did over the phone. When I received my charge bill in Nov. I noticed that they had charged me for a 2 year renewal @$130. At first, I was going to let it go. but they continued to send me e-mail bills to renew my subscription. So I contacted them and requested a refund of $65 for the overcharge. They said that I would have to send a copy of my charge bill showing the $130 charge, and I did back in Nov. I never received my refund. I called them once again in the middle of Jan. and they assured me that I would receive my $65 refund by the end of this month. It hasn't arrived, and that is where I stand on this issue today.

    Business Response

    Date: 02/18/2025

    February 18, 2025

    ******** ********
    *****************************************br>*******************************************
    Daytime Phone: **************
    E-mail: *****************************

    Complaint #********

    Please accept this as confirmation we have received a complaint from your offices regarding ******** ******** and his eNewspaper subscription to the Erie Times News, account #.***********. Mr. ******** had an active subscription with us for $11.99 per month. The system cannot change a subscription from an active monthly subscription to a yearly promotion that is offered to new subscribers only. This is the reason it charged the $130.00, the $65.00 promotion was not applied. The subscription has been canceled and Mr. ******** will be receiving a refund of $130.00 via check. He can re-subscribe for the promotions offered using the same login credentials that he already has registered with us.


    DISCLAIMER:

    Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.

    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

    Customer Answer

    Date: 02/18/2025


    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:11/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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'm trying to cancel my subscription online and they will not let me. I can't afford 20 a week for a Sunday newspaper.

    Business Response

    Date: 11/18/2024

    November 18, 2024

    ******** *********
    ************
    ********************
    Daytime Phone: **************
    E-mail: ***************************************

    Complaint #********

    Please accept this as confirmation we have received a complaint from your offices regarding ******** ********* and her newspaper subscription to the Erie Times News, account number #********. Per Ms. *********** request, the account will stop on her paid-through date of 12/1/2024; billing and access will cease on this date. Ms. ********* pays her subscription monthly via credit card for $19.00. At the time of the stop, December 1, 2024, there will be no remaining funds in the account.



    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

    Customer Answer

    Date: 11/20/2024

    [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:05/29/2024

    Type:Billing Issues
    Status:
    Answered
    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 wrote a check for $13 for a discounted 3 months subscription to the Times News on 4/24/24. I began receiving papers on 05/19/24. I checked my bank account several times to see if the check had been cashed and it was not. On 05/29/24 there was an ACH withdrawal from my checking account for $13. I DID NOT authorize any ACH withdrawals from my account. My credit union said I should contact Gannett to settle this but I know from past experience that they will only stonewall me and continue to take withdrawals in the future. Do I not have the right to cancel an ACH from my account that I never agreed to?

    Business Response

    Date: 06/07/2024

    June 7, 2024

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

    Please accept this as confirmation we have received a complaint from your offices regarding *** ****** and his subscription to the Erie Times News, account ************ *** ****** responded to a direct mail promotion offered by the paper of $13.00 per month for 6 months converting to $40 after the 6-month period has ended. Because the offer was not received into a lockbox but by a customer service center to be manually entered to start the promotion, the check was entered as a 1 time ACH payment since not being processed by a bank. It was a 1 time, initial start occurrence, and *** ****** will be sent a bill to submit payment for future billing to be sent to the lockbox for processing.

    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

  • Initial Complaint

    Date:04/03/2024

    Type:Product Issues
    Status:
    Resolved
    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: ****** * ***** Account#********** My father was admitted to ***** ****** ****** ** **** ***** ******* **** ** ***** on November 13th. Called Erie Times News to change delivery location from his apartment to LSL on November 16. Called again on January 9, 2024 to cancel subscription because he passed away on January 7. I was advised a refund of $118.69 would be processed January 23. Provided my address. Called again January 23 and was advised they mailed to ***** and ***** advised me they would have returned to sender if received. Called February 13, March 1, 8, 15, and 22. No one can confirm chech was ever sent or returned or cleared bank. Asked to speak to supervisor and could not. Asked to have supervisor call me and as of today April 3rd no call. Have given my address 4 or 5 times. Every time I call I am told "Will be processed in 15-20 business days. Seven phone calls and no resolution

    Business Response

    Date: 04/09/2024



    Please accept this as confirmation we have received a complaint from your offices regarding ***** ****** and the newspaper subscription for ****** ***** to the Erie Times-News. We have been in contact with Ms. ****** and have received the required legal documentation to get the refund issued properly per legal guidelines. The paperwork has already been submitted to our legal department to have the original refund check voided and reprocessed per the documentation.



    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

    Customer Answer

    Date: 04/13/2024


    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:03/29/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    About 8 months ago, I signed up for a promotional offer with the Erie Times News where I could get a digital subscription for 6 months for a low price (something like $1.99). I called and canceled my subscription after 5 months. I didn't get any sort of a confirmation that the cancellation went through, but I assumed that it had. Today I noticed that for two months I have been charged $19.99 per month for the subscription even though I canceled. I called and canceled again, but the representative said that I couldn't be refunded because there's no record of me canceling previously. Note: In my attached screenshot, the transactions on my credit card statement say that they were made to Gannett Newspaper. That's the parent company that owns Erie Times News.

    Business Response

    Date: 04/01/2024



    Please accept this as confirmation we have received a complaint from your offices regarding *** ******* and their eNewspaper subscription to the Erie Times News. If a cancellation is requested, it is processed at the end of the current subscription term. There was a stop on the account for the expiration date 04/26/24.  

    Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  As a one time courtesy we will stop the account on 04/02/24; billing and access will cease on this date.  We will issue a refund the last 2 payments. Please allow 7-10 business days to process refund back to the card ending in ****. 

    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

    Customer Answer

    Date: 04/01/2024


    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:03/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 receiving multiple emails from Erie Times News for almost 2 years. Thoughsands of emails. I have unsubscribed, called, done all the things to try to stop these emails form coming through. Every time I have been told it will be done and it never is. I just want these emails to stop.

    Business Response

    Date: 03/07/2024



    Please accept this as confirmation we have received a complaint from your offices regarding ******* ********. With the information that was provided we have been unable to locate anything with her email attached.

     I have contacted Ms. ******** regarding the removal of her email. I explained that I will request for her email to be removed from the system but this may take a few weeks. I provided my name and contact information if she has any further issues. 

    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

  • Initial Complaint

    Date:12/05/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    They stated placing an ad would be $27.00, and it was $35.25! And the customer service never called me to help place the ad!! They promised a supervisor would call, and never did!! And their illegitimate website was incorrect about the pricing for classified ads! And I wanted to sell some Christmas dog collars under pets but that was $310!! When it should have been $27! So I was forced to sell them under "stuff in a seasonal" category And, (THE LIST GOES ON AND ON). THE AD WAS SUPPOSED TO GO IN FOR 7 DAYS STARTING ON DEC 6TH, SO THEY MESSED THAT UP TO BY STARTING ON DEC 5TH! THIS COMPANY IS A TOTAL JOKE, NO CUSTOMER SERVICE AT ALL AND NO WONDER WHY THERE ARE ONLY A FEW ADS IN IT!!! I WANT A REFUND RIGHT NOW..

  • Initial Complaint

    Date:10/31/2023

    Type:Delivery Issues
    Status:
    Answered
    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 months, our newspaper (Erie Times) has been thrown on our driveway. On Sunday, Oct 29, it was in the middle of the drive despite the pouring rain. It was completely soaked. A call to customer service advised we would receive a paper within two hours. Never happened. We have no idea who our carrier is. Attempts to speak with someone at the paper is impossible. We are asking that instead of throwing the paper on the drive, throw it on the porch. Would also like to know who is our carrier. We have never had an issue until this summer. Totally dissatisfied with delivery and your system for customer service.

    Business Response

    Date: 10/31/2023



    Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********** and the delivery of the paper. We apologize for any frustration this may have caused. We have reviewed the account and see that the route for Mr. ********** is open. 

    More often 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 apologize that some of the newspapers have gotten wet upon delivery. To ensure that we can complete deliveries to all of our customers in a timely manner each day, we will now only deliver the paper to your driveway or as close to your residence as possible. We can assure you that we remain committed to providing the best service possible, which includes consistent and timely delivery.





    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead





  • Initial Complaint

    Date:10/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Long-time subscriber to newspaper. Request delivery driver place newspaper between outer and inner door to keep out of elements. This request is not honored and newspaper is thrown in random spots. on. step or porch. Have made repeated phone complaints to publisher and no action to remedy has been taken. This situation has been ongoing throughout the summer.

    Business Response

    Date: 10/24/2023



    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. Earlier this year, we went to a "no porch delivery" policy. Our carriers are independent contractors and are only required to deliver the papers to the driveway or paper box. This had to be done to cut back on the time that it was taking the carriers away from getting their routes delivered as it was causing delays and our papers not getting delivered by the required deadlines. Although we would like to be able to accommodate all of our customers in their requests, sometimes it is just not possible and policies have to be put into place.



    We appreciate the opportunity to address these concerns.

    Thank you,
    Subscription Management Specialist Team Lead

  • Initial Complaint

    Date:08/18/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 for a subscription on 8/11/23 for Thursday Friday and Sunday delivery to start on 8/17/23. The money has been taken out of my bank but have received no paper for Thursday or Friday. There is no live person to talk to, all I get is automated. I want to know the the issue is in delivery as I cancelled my previous subscription last year due to this problem and no one seems to help. In the end if this cannot be resolved I want a refund of $9.00.

    Business Response

    Date: 09/07/2023



    Please accept this as confirmation we have received a complaint from your offices regarding Ms. ****** and her delivery issues. Based on her account she terminated it with an agent on 8/22/23. We have processed a refund in the amount of $9.00. This will reflect within her credit card in 7-10 business days. 

    Thank you. 

    Customer Answer

    Date: 09/07/2023


    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,

    *** ******

Erie Times News is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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