ComplaintsforGannett Company, Inc.
Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I subscribe to the Springfield News Leader. For the past few months I have often had poor delivery service of the printed edition. There have been a number of missed and late deliveries. Also sometimes the paper is thrown in the street instead of the driveway or just on the edge of the driveway next to the street. If this is done when there is heavy rain, the paper washes down the street into a storm drain. More specifically, I have not received a printed edition on Sep 3, Sep 4 and Sep 5 (2021). This has been reported to the automated response number ************. I want the delivery problem fixed on a long term basis. Also I want a refund for the missed papers on Sep 3-5, as I purchased replacements. Weekday papers cost $2.70 and Sunday $3.42 for a total of $6.12. Also on Sep 5, I noticed papers had been delivered to some other houses in the neighborhood. I want delivery of the printed edition and I have no interest in the online edition.Business response
09/07/2021
The News Leader regrets the frustration experienced by this subscriber. We've escalated this matter to our distribution leadership team to ensure service improves going forward. We spoke with the customer, provided a courtesy credit and direct contact information in case further assistance is required.Customer response
09/08/2021
[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
09/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This involves the Indianapolis Star. We pay for physical delivery of the paper on Thursday and Sunday. We have not received a delivery since July 15. I have called the call center for Gannett - I talk to people in the Phillippines - after two calls (***** on 8/24 and JB on 8/26) and was promised my delivery would be corrected. Still no paper. I have reached out to the delivery services ********* Services) several times by phone and left messages for call back. No calls. I reported it to the online report page - promised a response in 72 hours - no response. I have submitted feedback on their form - promised response within 24 hours - no response. When I get a credit it is pennies on what I pay (57 cents for the Sunday paper) We have been subscribers for over 30 years and are thinking about canceling. I want someone to contact me and work this out so we get our delivered paper on Thursday and Sunday. I do not need direction on how to sign up for the digital edition.Business response
10/12/2021
The Indianapolis Star regrets the frustration experienced by this customer. We spoke with them and confirmed their delivery service has improved and a courtesy credit was provided. We also provided direct contact information in case further assistance is required.Initial Complaint
08/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We have subscribed to the ************* since February of 2021. Problems began June 2nd. The delivery person, ********************* ***, was rude then began the following behaviors: Paper not delivered - 9 Delivered to wrong place - 24 (Usually on weekends when we cannot call)Delivered late (others in neighborhood on time) - 4 Interventions tried: Texts to ******: 9+Emails sent to Gannett regarding delivery issues: 8 Calls (spoke to a Gannett representative answered in Philippines): 6 My complaint has been escalated twice, and I have been promised by EVERY person that this behavior would stop. The same thing is happening to our 89-year old neighbor, *********************, who has taken the paper since 1957. Things only improve for a few days. I've requested for the district manager to call me; no one has. There is no way to contact Gannett in the US to file a complaint. No other path is available to me to solve this problem. We just want to receive a paper on our front walk on a daily basis.Initial Complaint
08/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On July 27 I ordered online from http://www.usatodayservice.com a copy of USA Today Sports Special Edition - 2021 Fantasy Football -********* Cover to be mailed to me. It cost $4.95 plus $10 shipping and handling for a total $14.95. Order number ******. Around August 6 I received a package from USA Today, *************************************************. Phone ************. Email *********************************** But it didn't even contain an issue of USA Today. It contained a copy of ********* ********* **************** dated July 21, 2021. I have since called that number three times, August 9, 16 and 23. Each time they took down my information, and tried to look me up, but then stated their systems were down and said they'd call me back. August 16 was an employee CJ (employee number *******). August 23 was a supervisor. I never got a call back, nor a replacement, nor a refund. Not even a letter.Initial Complaint
08/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Despite numerous calls and e-mail request I have made in the last few months, this company does not stop delivering a free weekly publication, the so-called “Newton TAB” to my house every week on Wednesday night. My address:*********************** (next cross street is **** Street) Chestnut Hill, Massachusetts, MA ******** I find their newspaper every Thursday morning in my driveway or somewhere on the street near my driveway. I am not interested in that publication. Despite multiple requests they fail to stop tossing their unwanted paper into my driveway. I hope they will respond to my requests with the support from BBB. Thank you very much in advance for your help in that matter. ** *********Initial Complaint
08/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have subscribed to the Abilene Reporter New for several years. It was Sunday paper only. My initial payment was supposed to be $6.95 Never was it that price, It was always added in fees. I called in June to cancel the subscription and was told if I would continue, it would be 6.95 Sure enough the next month the payment was $19.21. Every time I call the paper I get someone in the Philipians. I cannot understand a word they are saying. Most of the time they are very rude. I sent in the 6.95 and got the new statement. It stated that I owe $19.21. There are charges on there that I do not understand. I called August 16 to cancel my subscription. I was directed to the most rude man on this planet. He would not let me tell my complaint but he said I owed $32.00. He would not let me ask any questions but he would not tell me why I owed this outrageous amount. They are very rude in character and have no idea how to treat a customer.Business response
09/23/2021
The Reporter News regrets the frustration experienced by this subscriber. We would like to honor the deal offered to this customer and left them a voicemail with our direct contact information for follow up. This customer has cancelled their subscription, but we hope to win back their business and trust and look forward to speaking with them.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
773 total complaints in the last 3 years.
142 complaints closed in the last 12 months.