ComplaintsforGannett Company, Inc.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve been a subscriber to the Indianapolis Star for 2 years. I’ve paid up front both times as required and every single time I log it tells me my account is past due and I didn’t pay. I called 3 times and they confirmed I was kid in full and the messages would stop. They never stopped! For this reason I decided to not re new. The Indianapolis Star withdrew $59 and some change from my account without. My authorization. I called them. They agreed to refund my $59 within 10 days. It didn’t happen. I called again. They again agreed to refund my $59 this time within 24 hours. It didn’t happen. I called again and was connected with someone who was beyond frustrating. I would like to be reimbursed the $59.00 immediately to the credit card ending in **** and I would also like an additional $35 credited to the same card for the NSF fee they created by taking $59 off my credit card without my authorization. I’ve tried to resolve this issue numerous times with the Indianapolis Star and they never do what they say they’re going to do. Tired of it. So a total of $89.00 and some change is what I would like refunded to my account ASAP. Thank you. This customer service hs been terrible.

  Business response

  04/25/2023

  The Indianapolis Star regrets the frustration experienced by this subscriber.  We initiated a refund of the most recent payment for this subscription which will be reflected on the customer's card within the next few business days.  We left a voicemail for the customer informing them of the pending refund.  Direct contact information was provided in case further assistance is required.

  Customer response

  04/26/2023

  [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

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  [BBB transcription via mail, see attachments]I hAvE Been hAving problem my newspAper not Being delivered Aprox 12 Times LAsT ye, some dAys my neighbor will get his pAper & I dont, sometimes I will get my morning pAper & he wont get his, EvEn though we Live Beside each other. I purchased The SuBscription, But Daily Record ARE NOT holding up their end of the Agreement. Poor service.

  Business response

  03/16/2023

  March 16, 2023
  *****************************
  *********************************
  Wooster, OH *****
  Daytime Phone: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of his 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.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More 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.  
  
  ****************** account has been documented and credited accurately based on the choice he made using the automated systems. I notified his carrier and their manager of his 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 
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been paying for a Sunday newspaper that isn't being delivered. I tried cancelling via email and was told that I had to call to cancel. I contacted the company initially on February 6 telling them that I want to cancel. They asked me to give them one more chance and assured me the problem would be corrected and escalated. The following Sunday there is still no paper. I called them again telling them I want to cancel and to be re-imbursed for all of my missed papers. They said they can cancel the account but have a no refund policy. I told them it was a scam because they are selling a service they are not providing. They refuse to refund my money and place a credit on my account without delivering my papers. If I cancel my subscription, my credit is useless because they won't deliver. If I turn back on my subscription to use the credit, they have the right to keep billing me. This company is a scam and they are thieves. According to them, they can charge you, not deliver your paper, and when you want out, they can use their no refund policy to cover themselves.

  Business response

  03/07/2023

  March 7, 2023
  *************************
  **********************************
  Martinsburg, WV *****
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************* and the delivery of their paper. We apologize for any frustration this may have caused. 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.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More 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.  
  
  Their account has been documented and credited accurately based on the choice they made using the automated systems; the last complaint filed against their carrier was on 2/12/23. I notified their carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  All subscriptions are nonrefundable and are part of the agreed-upon terms of service when orders are generated and payments are received. This account remains active. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 27th I called and ordered a subscription to the Peoria Journal Star our local newspaper. I opted for the automatic pay from my bank account. My first paper came that following Monday Jan. 30th. All was good that week until Saturday February 4th. I called and they told me I didn't order Saturdays paper. Okay. But Sunday came, the 5th, no paper, I called, complained and had one delivered. Monday, the 6th, Tues the 7th all days no paper, I called each morning getting the computer saying that I wasn't on the list to get the newspapers at ALL! They have my money, I've seen the bank withdrawal. I called yesterday the 7th of Feb to cancel the paper and to get a refund of any monies not used. I was told they don't refund money but when the 28th of Feb came my subscription would end. I told them that since I wasn;t getting the paper in the first place and I wasn;t on anyones route to even get the paper, I wanted it stopped then and now. The person said it couldn't be done. I wrote an email to the manager of the paper and he wrote back this morning telling me to call that same number with the computer, that he couldn't do anything else but to tell me that. All I want is a refund of the money not spent.

  Business response

  03/07/2023

  March 6, 2023
  *****************************
  **** *************************
  Peoria, IL *****
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and her home delivery account. Based on her information, there are three complaints lodged against her carrier and one complaint due to a carrier error causing the entire route to be delayed. **************** subscribed to six-day delivery and her account does not reflect daily missed delivery complaints.
  
  All subscriptions are nonrefundable and stopped on the current expiration date if cancelation is requested. For more details, we encourage **************** to review aboutyoursubscription.pjstar.com.
  
  A refund will not be processed.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  03/09/2023

  [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: What I have to say is not printable but I will say I'll never do business with you again!

  Regards,
  
  *****-***********************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a subscriber to the Canton Repository for 35+ years. I pay for 6 months in advance. I have not received a single newspaper since January 1, 2023 when they changed my carrier.. I have called customer service every day since January 1st and nothing has been done. I’ve also sent emails to their customer service department, with no response. I’ve paid for a 6 month subscription but haven’t received any papers.

  Business response

  03/07/2023

  March 7, 2023
  ***************************
  **** **********
  Canton, OH *****
  Daytime Phone: **************
  E-mail: *************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of her 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.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More 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.  
  
  *************’s account has been documented and credited accurately based on the choice she made using the automated systems. I notified *******'s carrier and their manager of her 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 
  

  Customer response

  03/09/2023

  [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,
  
  ***************************
  

  Customer response

  05/01/2023

  [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:
  
  

  ---------- Forwarded message ---------
  From: ****** ******* <*****@***.com>
  Date: Mon, May 1, 2023 at 12:47 PM
  Subject: Problem with new charges
  To: [email protected] <[email protected]>
  Cc: *****@***.*** <*****@***.***>
  

  
  

  To Whom it May Concern,

  
  

  A few months ago I filed a complaint with the BBB.  The complaint number is ********.  I paid for 6 months in advance for my Canton Repository newspaper subscription which would expire on April 23, 2023.  I didn’t receive any newspapers in January or February and had called everyday to report it.  I was always speaking to a person at a call center in Colombia.  They assured me that I would get my paper the next day or get a free year of newspaper.  I never did so I filed a complaint.  After filing my BBB complaint, I started receiving the newspaper and was told in the resolution that I would have my subscription extended for the 2 months I didn’t receive any paper.  I just received a bill saying my subscription had expired on March 11, 2023 and I need to pay immediately to keep receiving the paper.  That is incorrect.  My original subscription ended on 4/23/23 so with the additional 2 months to reimburse me for the missing papers, it should be 6/23/23.  I spent over an hour today on the phone with a person at the call center in Colombia and they couldn’t help me with this.  I previously accepted the resolution thinking they would keep their word, but I’m now being charged twice for papers I didn’t receive.  I hope you can help me with this.  Thank you.

  
  

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

  ###-###-####

  Business response

  05/04/2023

  May 4, 2023
  
  ****** *******
  **** **** ** **
  Canton, OH *****
  Daytime Phone: ###-###-####
  E-mail: *****@***.***
  
  Complaint #********
  
  Please accept this as confirmation we have received *** *******’s rejection regarding her billing concerns. Based on her information, *** ******* has received $77.65 in credit. The agents she has spoken to has given up to two weeks credit when she was missed for the day.
  
  *** ******* spoke with an agent on 5/1/2023 about the renewal notice she received and was advised her expiration date was shortened due to a paper invoice fee. The agent gave a credit of $6.99 to appease *** *******’s request. This extended her expiration date to 6/9/2023. To avoid a future paper invoice fee, we recommend *** ******* receive renewal notices via email.
  
  There will not be any additional credit or extensions applied to *** *******’s account.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  05/05/2023

  [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

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: 01/04/2023 of dispute. Amount paid to *** is $81 every 2 months. Account no. is *********. Contracted with *** over 50 yrs ago to deliver daily paper to my residence. Since 01/04/23 I have not received any of my daily papers, but I received a bill and a phone call on 01/30/23 advising that I was past due on my bill for 3 days. I had cancelled my account prior to this date with 4 phone calls. The Customer Service Reps hung-up on me twice. The excuse for non-delivery was that their delivery employee had quit and that *** had no back-up employee and no one was applying for that job. The company's attempt to mitigate this issue was to credit my acct with $0.20 per issue that I did not receive. I walked to the gas station and purchased my daily paper at $3.49 for daily issues and $5 for Sunday issues. This is not an equitable return on my money of $81 every 2 months. When I complained on my last 2 phone calls to its CSR's that I was going to post my complaint on line, my call was disconnected. I would like my money paid for the last month to be returned in its full amount.

  Customer response

  02/10/2023

  ---------- Forwarded message ---------
  From: *********************************** <**********************>
  Date: Thu, Feb 9, 2023 at 2:48 PM
  Subject: *************************** complaint #********/Gannett Company
  To: [email protected] <[email protected]>

  
  

  Dear *****,  this email is to advise you that the above complaint has been resolved to my Mother's satisfaction from a phone call from *************** at the Reno *** office.

  
  

  Thank you for your time and correspondence that was submitted by your team .

  
  

  Sincerely, 

  
  

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

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today I called and cancelled my subscription. I informed customer service that I had called multiple times in the past year about not receiving my newspapers. I never received replacements or s credit to my account. I have not received a paper delivered in 3 weeks. I was charged this month again and have not received any papers this month . February. I asked for a 2 months refund to which customer service refused. I requested to talk to their supervisor. I was told supervisor would tell me the same answer I was given...NO. This isn't the way to conduct business. I feel as if I am getting to bed of my money. I need help to obtain a 2 months refund from this company. Thank You

  Business response

  03/16/2023

  March 16, 2023
  *************************
  *************************
  Canton, OH *******
  Daytime Phone: **************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and her subscription to the  Canton Repository. Per ****************** request her account will stop on her paid-through date of 4/23/23; billing, online access and delivery will cease on this date as well. A refund will not be processed. ************** has reported one missed delivery since resuming delivery. It is important to report these issues as they happen to ensure her account is documented properly and her carrier is held accountable. I have notified her carrier and asked that the delivery is consistent and as scheduled. 
  
  All of our subscriptions are a non-refundable service. If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I get my Dad a subscription to ********* every year for a Christmas present at a yearly cost of $411.00.He has not received ******* Today paper for at least two months and I have been calling ********* every day for the past two weeks and he is still not receiving a paper. I am at my **** end as he is 91 years old, not in the best of health and really looks forward to ******* Today paper. His name is *************** and the address is ***********************************************************************. Any help I could get to get his paper delivered would be greatly appreciated.

  Business response

  02/17/2023

  ********* regrets the frustration experienced by this customer.  We've escalated this matter to our local distribution leaders for review and correction.  We left a voicemail for the customer, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sirs:

  This letter is going to several people because I am not getting a response from the entity in question: The Akron Beacon Journal.

  Apparently my subscription lapsed sometime in December; I can't even get a straight answer on that. And to top it off, I received no paper on Wednesday.

  I would like to keep subscribing, but not until I can get questions answered. And not if it has gone up over $100.

  1. When did my subscription officially lapse?

  2. Why did my subscription rates go up nearly 50%?

  3. Are there any specials or subscriber discounts I can take advantage of? From a cursory glance it appears that the 6 month subscription is the cheapest but even that went up near 50%.

  4. I have written over 20 emails trying to get these answers and I am not getting them. I had 2 people call here and as I was not home, left a message. I have been unable to connect with either.

  5. There is no contact number where you can call anyone connected with the paper to talk about these things! The numbers in the paper are generic 'automated' numbers. One time I got accidentally connected to a call center in India. I do not want to talk to India; I want to talk to someone connected here in the USA, particularly in ***** **** about my subscription concerns.

  I have been a subscriber for near 40 years and feel this treatment is inexcusable. If people want an answer why subscriptions are falling, here it is. Being on a fixed income and seeing something go up over $100 in a year is pretty tough to get a handle on. 

  I know of no good way to contact the Akron Beacon Journal. The phone numbers are all automated lists.

  The email: **************** is useless.

  I have a mail address to another state:

  ******

  Someone named ***** at *********** called but no luck in contacting this person. Someone else called but he spoke so garbled I was unable to get a working number.

  If I decide to re-subscribe I need to know where to send a check, the amount, and who to make it out to. I was a basic subscription, no extra editions, the present 6 days a week service.

  My account is #*****

  I asked them once to send me a bill, they told me there is a $9 charge to GET A BILL!!!!

  I will be sending this to several people to try to get some action on my issues. I have contacted the editor but he states he has nothing to do with any of these issues. Like I say, I have been a subscriber for about 40 years, and always before this was able to talk to someone at the paper's subscription department and find some sort of special plan that helped with the expenses. Apparently not now. I shall certainly be looking forward to hearing from people about this and my concerns.

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

  PS Sending a letter or email (maybe) is the best way. If you call my home phone, it is a landline connected to an answering machine. Talk for 30 seconds so that I have time to get to the phone if I am home. If not, please speak clearly and leave a contact number where I can call you back.

  Business response

  02/21/2023

  ******** *** **** ***************************** *** ********** ********** ** ***** ******* ****** ************** ******* **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his account issues. We are happy to address his concerns.
  
  ****************** subscription expired on 11/18/23
  We do not show an increase of 50% - From 2009-2022, ****************** rate remained at $4.30 per week of home delivery. He did not experience a price increase during this time. ****************** rate moved to $5.50 per week on 12/2/22. This is a substantial discount for six-day delivery to his home versus picking up from a local store or gas station.
  The rate of $5.50 per week is the lowest rate **************** will receive. This commutes to $286.00 per year. There is a past due balance on ****************** account in the amount of $78.01; this is for delivery from 11/18/22-2/10/23. A renewal notice will include this in the amount due.
  Emails are answered in the order they are received. If **************** replied to a marketing email or newsletter it would not be delivered. These are no reply emails.
  Local customer service is no longer available for any Gannett publication. Our third-party vendors are equipped to assist subscriber needs and escalate concerns as needed to senior members of management. Any customer service agent could successfully answer ****************** questions.
  It will cost **************** $9.00 to receive a renewal notice in the mail. To avoid this charge, we offer eBilling, a renewal notice is sent to an email address or using EZ-Pay, this is an automatic payment based on a specific week and rate.
  
  Upon further research prior to ****************** letter dated 1/27/2023, three upper members of management replied to three separate escalations to which Mt. ****** did not acknowledge or respond. We have also taken measures to speak with him by phone and our calls did not receive a call back from ****************. I have included this information as an attachment.
  
  He is free to resume his delivery at $286 per year, plus the past due balance. His rate will not be lowered. He can remit payment to the address provided in his email. I have also included it below. If he chooses to send in a payment, we ask that he include his account number, ********* on his check or money order, to ensure his payment is applied accurately to his account.
  
  Gannett Holdings
  **** *** ****** ******* **  **********
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello ************************* here, My Complaint is with the, Delivery of the Cuyahoga Falls News Press newspaper. I have at least 14 calls into this this company to stop delivery of this paper. Since Oct. of 2022, I have called This News paper Company, and requested to stop the delivering this paper to my house. Unfortunately they continue to deliver this paper to my house. This type pf behavior is a form of littering of unwanted papers that ends up in my yard, sidewalk, and street. I have been picking up the News Press litter for the passed 15 months. Please make them stop delivering this paper to my house. They refuse to do so.

  Business response

  03/08/2023

  March 6, 2023
  *************************
  **************************
  Cuyahoga Falls, OH *****
  Daytime Phone: **************
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the unwanted delivery of the Falls News-Press.  I have notified the District Manager of the area and asked that the delivery cease. This publication will no longer be in print as of March 26, 2023.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  03/09/2023

  [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:
  This is the same response that this company has told me for over 17 months, and still this company litters my yard with there unwanted news paper. 
  
  *************************
  

*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. ↩