BBB Accredited Business since

Additional Locations

Phone: (313) 222-6400 Fax: (313) 496-4778 160 W Fort St, Detroit, MI 48226 View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 27 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

27 complaints closed with BBB in last 3 years | 18 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 9
Delivery Issues 7
Guarantee/Warranty Issues 0
Problems with Product/Service 9
Total Closed Complaints 27

Customer Reviews Summary Read customer reviews

0 Customer Reviews on
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: April 01, 1919 Business started: 01/01/1989 in MI Business incorporated 08/15/2005 in MI
Type of Entity


Business Management
Ms. Georgette Adkins, Event Marketing Coordinator Audience Development Dept.
Contact Information
Customer Contact: Ms. Georgette Adkins, Event Marketing Coordinator Audience Development Dept.
Business Category

Newspapers Publishers - Magazine Search Engine Optimization Services Publishers - Internet Guides Newspaper Distributors Marketing Programs & Services Marketing Consultants - Mobile Internet Marketing Services E-Mail Marketing Advertising - Shoppers Guides Advertising - Newspaper Advertising - Mobile Advertising - Internet Advertising - Directory & Guide Advertising - Direct Mail

Alternate Business Names
Detroit Free Press Detroit Media Partnership Detroit Media Partnership, a Gannett Company Detroit News

Additional Locations

  • 160 W Fort St

    Detroit, MI 48226 (313) 222-6400

  • 6200 Metro Pkwy

    Sterling Hts, MI 48312 (586) 977-7500


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

11/26/2015 Billing/Collection Issues
10/21/2015 Problems with Product/Service
10/14/2015 Billing/Collection Issues
10/1/2015 Billing/Collection Issues | Complaint Details Unavailable
8/28/2015 Problems with Product/Service | Complaint Details Unavailable
8/20/2015 Delivery Issues
8/4/2015 Problems with Product/Service
7/30/2015 Billing/Collection Issues
7/29/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: Do not subscribe to the paperDo not want the paperThey continue to leave this free bundle on my driveway periodicallyI travel for businessIt is an invitation for some to see that I am not homeI have requested that they stop the delivery but they continueHelp!!

Desired Settlement: Simply that they stop delivering anything to my house

7/29/2015 Delivery Issues
7/1/2015 Billing/Collection Issues
6/11/2015 Billing/Collection Issues | Complaint Details Unavailable
6/4/2015 Problems with Product/Service | Complaint Details Unavailable
4/23/2015 Advertising/Sales Issues
4/13/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I received a **** from the Detroit Free Press in the amount of $52.26 in December 2014 regarding a newspaper subscription. Confused as to why I was receiving a bill, I called the customer service number on our around 1-16-15 to find out why I was getting billed for a newspaper I do not receive. The representative I spoke with informed me that our checking account had been debited $17/month since July 2012! I recalled that around that time I was approached by a man at Kroeger who was selling subscriptions. He talked me into purchasing a promotional deal he was offering (Fri, Sat, Sun papers for 6-8 weeks) and with the purchase I received a Kroeger gift card (I figured I could use the Sun coupons). We did receive the paper for that specified time period (6-8 weeks, I don't recall exactly) and that was that. No more papers. After I explained this to the rep she told me she would speak with her manager and have him call me back. A week later I still hadn't received a call back so I called again on 1-23-15. I spoke to another rep who I explained everything to and she informed me that there was nothing that could be done because they had verified with the agent in our area that 3 papers/wk had been delivered to our home. I told her that we have received no papers since the fall of 2012 and we wanted a refund. She transferred me to ****, the manager. ****, as well, told me that this had been verified with the agent and there was nothing he could do for me. I told him that I wanted proof that we had received the paper 3 days/week for the last 2+ years. He told me he would contact the division manager and have him call me. When I asked for the division manager's name and number he didn't know it and didn't have his number (said he'd have to "look it up"). I received no call from this division manager, so my husband called a week later and spoke to a rep ******* who said **** was out of the office and she would have him call back. As of today's date (2/19/15) he has received no call back

Desired Settlement: We would like a refund for the 26-27 months @ $17/month that our checking account was debited for a newspaper we did not receive. It was clear from my first phone call that we were being blown off. **** seemed especially disinterested in my complaint that his company took money from our account for a service that was never provided (aside from the 6-8 weeks of papers we received). This is not ethical nor is it acceptable on any level.

Business Response: This customer has been contacted (voice mail left for a return call to **** ******)to explain the ez-pay process. **** ****** sent a copy of the original receipt signed by the customer to confirm ezpay was authorized by the customer for **** payment. **** left messages April 2nd & 3rd for a return call, nothing yet from customer. At this point I think we can respond to the BBB and put this to rest. Further investigation into the complaint: From: *****, ******* Sent: Tuesday, March 31, 2015 8:52 AM To: *******, ***** Cc: *****, ***** L; ******, *********; ******, *****; *********, **** Notice that this was a kiosk start and was actually active for a total of 29 months (which the delivery agent has already confirmed as correct). Sounds like the customer is stating that after her “promo” that she never received any papers? There is no way that a delivery agent would know what length of delivery service that the customer signed up for and then to stop delivery at the exact time that the promo ended. I would expect that the customer had to sign something that authorized her credit card to be charged automatically until they called to cancel. Seems odd that the customer has never checked a credit card statement in 27 months? Also has the customer logged into the e edition account that she was part of her contract? I happen to know that this delivery agent has been in the newspaper business for a very long, long time. They are one of the best services that I am aware of. They contact new starts, rarely have complaints, have been very long time residents of Lapeer and know a huge amount of people here. I will check with them to see if there is anything that they can share on this and will let you know. ******* **** (delivery agent) – please call me on this. Hi ******, The following customer has filed a complaint with the better business bureau regarding, charges for a subscription for 27 months with no delivery. Can you send me confirmation of delivery from fall of 2012 until January 2015. The customer is requesting a refund of $459. I noticed that a general message was entered by a consumer solutions representative, back in Jan 2015 with delivery confirmation. The customer is requesting “proof” of delivery.

4/8/2015 Delivery Issues
3/17/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The Detroit Free Press gives two phone numbers through which it says customers may call to cancel a subscription. After calling both several times, being led through the same auto menus several times, and being made to wait several times for a total of almost TWO HOURS, no human being ever answered a single call. Not once. It is obvious that this business screens through the menus to determine why you are calling, then refuses to answer when it knows you want to cancel. Unethical and outrageous. The customer service hours it lists online are also inaccurate, stating they are open until 6 pm. But if you call between 5 pm and 6 pm, you are told they close at 5 pm.

Desired Settlement: I want to talk to a customer service representative so I can cancel my subscription and monthly auto payment. Apparently that's too much to ask without having to involve a third party like the BBB.

Business Response: Dear BBB: Our Consumer Solutions, Retention Manager, ***** *******, called Mr. ******** on March, 9th to personally talk to him, there was no answer so she left a message with her name and number for a call back so she can discuss his concern about cancelling his paper and also to address the frustration he encountered when calling the automated CS phone line. His account was stopped as of March 6th, the reason being he was "Moving Locally". ***** is awaiting a call back from Mr. *** ********, our next step of action was to send an email letting him know we tried to contact via phone and his account has been stopped. Thank you.

3/2/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2014 Delivery Issues
4/29/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Delivery Issues
2/6/2014 Billing/Collection Issues | Complaint Details Unavailable
2/5/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I had a newspaper subscription with the said company, having few problems. Starting at the beginning of June of 2013, I started not receiving my newspaper, sometimes just one day, sometimes all week. I would call every few weeks, they would credit me, but the problem never got fixed. I eventually cancelled my Thursday and Friday subscription, and yet to have anymore problems with my Sunday.

Desired Settlement: I would like their delivery service, that I and others depend on for news and sale ads, to be up to par.

Business Response:

Our Customer Service dept. will contact the customer to see if they would like to resume Thurs/Friday delivery - and to also follow up on their current Sunday delivery.  I see they have stated that there have been no more issues since switching to Sunday Only, but our CS Dept. would like to offer the opporunity to get 3-day home delivery.   There is a new agent on this route since then and we can ensure that this agents provides up to par home delivery as the customer wished had taken place from the beginning.  Thank you.

Our goal is to win them back as a 3-day Home delivery customer and guarentee them satisfaction with the service. 

1/30/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I asked the company to stop delivering the free weekend advertising paper and it is still being delivered.1. The person delivering will not use the paper mailboxes at any of our neighborhood's houses, they just throw it out the window of their car and it lands anywhere like muddy puddles.2. Because of the snowfall you can't see the paper, last year it got sucked up in my snow blower and damaged it, I had to spend $300 fixing it and this year I just sucked up another one that I couldn't see!The paper is usually a wet soggy unreadable mess!!!!!!!!!!!

Desired Settlement: I want the delivery to stop!!!!!!!!!!!!!!!!It would also be nice if the driver would use the paper mailboxes in the rest of the neighborhood for them.

Business Response: This customer will be contacted and the Sunday Select will be stopped at his address.  The delivery of this free edition is usually to driveways - we will ask the delivery agent to be more careful when delivering in this area and to be sure to Stop this one.  Thank you.

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.


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


10/2/2013 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: While at a detroit tigers baseball game the detroit free press had a boothe there selling newspaper subscriptions for a sighned picture of a baseball player. i wanted one for my son.They had a deal where you sign up and pre pay for the newspaper subscription you would get one of the pictures. i signed up for and pre paid for a 20 week subscription to the sunday paper. I kept getting my paper delivered in the middle of the night, but i was also getting the thursday and friday paper that i did not order. i do not read them and they would get wet and i was always having to clean them up. I now keep getting phone calls everyday from the detroit free press from some very mean women who first call me on the detroit news phone and then from their personal phones. they are saying that i owe them 70.00 , when i tried to tell them that i did not order any extension to any subscription they said that they will keep delivering the paper and it is up to me to call and stop it. when i tried to call the 1 800 number it kept cutting me off. they keep calling me and i keep telling them to just stop delivering the paper but they laugh and say that its my job to call and stop it.

Desired Settlement: they need to just stop delivering the paper i did not order anything past the 20 week subscription. and they should owe me for the harassing phone calls and me having to pick up the paper from my lawn. i am a handicapped veteran.

Business Response:

Good Afternoon, BBB!

Mr. ****** was contacted today by ********* ******/Administrative Coordinator.  He was grateful for the call and very appreciative.  He was happy to hear this will be resolved. 

His account has been zeroed out - meaning his account balance is at ZERO.  His delivery will be stopped.  He had signed up for home delivery, which gets delivered on Thursday, Friday, and Sunday and 7-day e-Edition access.  He may not have read the fine print on his receipt which states that the customer is required to call after the promo delivery has expired to permanently stop the delivery.  Unless the customer calls to stop, delivery continues and a bill is generated. There were no calls recorded in Mr. ******' customer history in our AS400 system.  However, he did tell me that when he called our Customer Solutions Center, he was cut off by the phone system and then only tried to reach us a couple more  times and gave up.  So, he thought he would leave a note for the delivery agent to stop - but he thinks the agent did not see it, as delivery still continued.   

I reassured him that this would be taken care of - his account is now at a ZERO balance and his delivery will STOP.  He has my name and number for future contact, and I asekd him to please call me if he gets another call regarding payment or a paper is delivered - I will be his personal contact for future reference.  He was so pleased - we had a nice conversation.  Mr. ****** is a very nice gentleman and very understanding of the situation.  I apologized again for the inconvience to him. 

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

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.


**** ******


7/10/2013 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: I recently was at a Detroit Tigers baseball game and they had a Detroit Free Press representative at the game advertising the paper. I was told if I sign up for a free 12 week subscription I can have one of the giveaways for free. I filled out the information and I also ask the representative repeatedly if this was free and that I will not be charged (for both the paper and the giveaway). She told me several times that there would be no charge. She told me she did need my credit card for the transaction but no charge would be sent through. I was told the credit card was for after the 12 week period if I choose to keep the paper they would then charge my card for the subscription price. I did receive a receipt but it was illegible. About a week later a $40 charge appeared on my credit card and I called the Detroit Media partnership to understand the charge and she told me that I can cancel but would only be refunded for $16, the other $24 was for the promotional item. I explained to her what I was told by their representative and the customer service representative said that it didn't matter what the representative said but they had my credit and I signed it so tough luck. To me this is a fraudulent practice and a bait and switch. If the Detroit Media partnership is letting their representatives out right lie regarding this deal, how can they be trusted with anything else. To me this is clearly a fraudulent transaction and they should be responsible for their actions and the actions of their representatives. Again when I called they just basically blew me off to say we got your credit card and you signed it so your are stuck. I want my additional $24 refunded to me and they can have the cheap giveaway back. If this is what the Detroit Press is resorting to, to get subscribers, then they must be in a very sad state of affairs.

Desired Settlement: I want $24 refunded back to my credit card. If they want the cheap giveaway back I will be glad to send to them if they provide a postage paid return label.

Business Response:

This complaint was forwarded to our Outside/Kiosk Sales Dept. to respond (***** *******/Outside Sales Coordinator responded as follows):

We do not condone any misrepresentation of our offer. This is not the design of our popular promotion; and we highly value our subscriber’s full satisfaction. We will refund *** ************ full $40 payment to his credit card (our credit dept. was also notified to refund the full $40 amount to the customer's credit card) and this complaint will be addressed with the sales representative’s manager, so that person will be instructed on the proper procedure to avoid this type of miscommunication in the future. ***** tried to make contact with the customer via phone to apologize and explain about the credit being processed; she left a voice mail message, as there was no answer.   Thank you.

********* ****** / Adminsitrative Coordinator - Audience Development

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.


****** ********** 



4/7/2013 Problems with Product/Service | Complaint Details Unavailable