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Description

This company offers newspapers, advertising and online service.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bay Area Newsgroup 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.

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Reason for Rating

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

Factors that raised the rating for Bay Area Newsgroup include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 112 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

112 complaints closed with BBB in last 3 years | 44 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 45
Billing/Collection Issues 9
Delivery Issues 6
Guarantee/Warranty Issues 1
Problems with Product/Service 51
Total Closed Complaints 112

Additional Complaint Information

Complaints on file with BBB concern subscription auto renewal and obtaining refunds. Bay Area News Group responded to BBB's concerns stating:
In all cases it is disclosed that the subscription will continue unless the customer notifies Bay Area News Group, otherwise customers will be billed for future subscription payments at the regular rates. Concerning refunds they state, there are times when we have experienced delays in some of our refunds. However I would submit that this is no more frequent than at any other organization servicing 2.7 million readers per week.
BBB encourages consumers to closely read signup sheets and contracts regarding terms, refund and subscription cancellation prior to agreeing to purchase services.

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Bay Area Newsgroup
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: December 01, 1967 Business started: 01/01/1901 Business started locally: 01/01/1901 Business incorporated 06/28/1999 in DE
Type of Entity

Corporation

Business Management
Customer Service
Contact Information
Principal: Mr. Jeff Brinley, Circulation Director of Consumer Sales
Number of Employees

900

Business Category

Newspapers Magazines - Distributors

Service Area
This business service area covers worldwide.
Alternate Business Names
Contra Costa Times East Bay Community Newspapers The Mercury News West County Times West County Times/ Knight Ridder Newspaper

Additional Locations

  • 2640 Shadelands Dr

    Walnut Creek, CA 94598

  • 4000 Executive Pkwy Ste 200

    San Ramon, CA 94583

  • 4301 Lakeside Dr

    Richmond, CA 94806

  • THIS LOCATION IS NOT BBB ACCREDITED

    750 Ridder Park Drive

    San Jose, CA 95190

  • PO Box 5501

    Walnut Creek, CA 94596

  • 750 Ridder Park Dr

    San Jose, CA 95131

  • THIS LOCATION IS NOT BBB ACCREDITED

    324 High St

    Palo Alto, CA 94301

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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.
Details

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)

6/23/2016 Billing/Collection Issues
6/23/2016 Problems with Product/Service
6/17/2016 Problems with Product/Service
6/4/2016 Delivery Issues
5/28/2016 Advertising/Sales Issues
5/18/2016 Advertising/Sales Issues
5/18/2016 Delivery Issues
5/18/2016 Problems with Product/Service
5/18/2016 Delivery Issues
5/17/2016 Problems with Product/Service
4/25/2016 Problems with Product/Service
4/25/2016 Problems with Product/Service
4/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/20/2013 the West County Times took money out of my checking without my permission also they sign me up for auto-pay without my permission. They charge my credit card without permission.Someone at the west county times said they sign me up for auto pay without my permission I ask them for my money back and they said they would put in back in my checking account almost two weeks ago and they still have not per phone call speaking to someone name **** I call three times and still they have not gotten my money back. now today I received a thank you letter for my payment for the year I ask them since you kept my money where is my paper they said they cancel it.

Desired Settlement: I would like my money put back into my checking account like they promise.

4/22/2016 Delivery Issues
4/20/2016 Billing/Collection Issues
4/20/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ignore customer complaints. I have complained ten times about the West County Times being delivered on the street sidewalk and not on the porch where I can reach it. Each time I have asked for a re-delivery and they wouldn't deliver. The previous carrier always put the paper on the porch. I am 94, disabled and unable to go down steps. I have complained to the following employees, *******, ******, ****, *****, *******, **** and *******. Each person has promised me that they would have the paper delivered on the porch where I can reach it with a pick up stick. These employees can't fix the problem and they won't give me the name or phone extension of the Chief Executive Officer or department head that has the power to fix the problem. I am paying for a paper that is not delivered to me. Please contact the CEO and tell her that her delivery system is broken and needs fixing. My account number is ***** or listed under my phone number, ************ at **** **** ***** *** *****

Desired Settlement: All I want is to have the West County Times delivered to the porch as it had been in the past. The delivery person can drive up to within six feet of the porch and doesn't have to get out of the car to throw the paper on the porch. Ignoring ten complaints is unacceptable.

Business Response: Dear sir,

I haven't been able to contacted the customer by phone, have left messages.
I have verified that the paper has and is being located on the porch. I have left the customer all my contact information should there be any further issues.

Consumer Response: 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.

Sincerely,

**** *****

3/18/2016 Delivery Issues
3/9/2016 Advertising/Sales Issues
3/9/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service
2/19/2016 Billing/Collection Issues
2/11/2016 Problems with Product/Service
2/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted by CC times on 12/19/15 with a Sunday newspaper 12 weeks free then $4 a month I agreed was sent a bill on 1/12/16 for 12.95 I was contacted by CC times on 12/19/15 with a Sunday newspaper 12 weeks free then $4 a month I agreed was sent a bill on 1/12/16 for 12.95 I contacted the Times and was told they soul not make that kind and of offer. They are making false offers in order to gain subscribers.

Desired Settlement: Stop lying to customers

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ Mr ******: We apologize if you believe this was a false offer. It appears that our sales person did not properly explain the offer which for selected customers is free of charge unless you decide you want to continue after the free trial period. The rep should have explained that we would send you a courtesy statement which if you choose to pay it will extend your delivery beyond the free trial period. We ask that the subscriber contact us or return the statement with instructions to stop delivery if they don't want to continue but that is not necessary. The account will automatically stop after a suitable grace period and you have no obligation to pay us unless you want future delivery. We certainly hope that you will continue, and we routinely contact subscribers to this free trial offer to offer a very attractive rate if they wish to continue. I will contact our marketing contractor to review this sales person's presentation as clearly their explanation at the time of sale was unclear. Thank you so much for letting us know about this!

1/29/2016 Problems with Product/Service
1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Issue with ******* call for cancellation. I got signed up after a young person came to my door, claiming he needed the assistance so he can attend college. After this I never got the papers. Now I got the bill instead for renewing. In this case, I am not willing to continue my subscribe and want to cancel. However the ******** ******* keep not responding. I tried calling and emailing. So now please help me to unsubscribe this, I want to cancel it for good. Account number XXXXXXXXXXX. Thanks!

Desired Settlement: Cancel my subscribe account number XXXXXXXXXXX.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Dear Mr. ****, Please accept my apologies for the frustrations you experienced with your subscription. I have reviewed your account. The subscription was cancelled effective 12/12/15 and the account has been closed in good standing. A refund in the amount of $25.00 will be mailed to your address. Please contact me at XXX-XXX-XXXX should you have any further questions pertaining to your account. Sincerely, **** ************ ******** ******* & Retention Manager Bay Area News Group Complaint Response Date bumped because: Holiday

12/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Transferring my 35+ year paper subscription to digital only This September, by phone to circulation, I asked that my paper subscription be converted to a digital only subscription on the renewal date of my paper subscription. This was confirmed by the agent. I also tried to pay on an annual basis but this offer was declined as the company was not setup for this. We agreed that I would be billed monthly by mail. We also agreed that I would be put on the list again to receive the free weekly deliver of the Fremont Bulletin that is delivered to all Fremont residents that do not subscribe to the paper edition of the Mercury or Argus. It took me months and a number of phone calls to get the paper delivery of the Mercury stopped. During this time I indicated in the phone calls that I would not be paying for a paper subscription past my renewal date. There was never a challenge to this. I got my first billing early this month of $9.95 for the digital edition which I paid. The have acknowledged this. Today got a form letter from the Mercury News without any account information except my name and address indicating my credit card was declined when they tried to bill a payment to it, asking for my credit card information, and indicating they could not reach me by phone. I never provided them with credit card info. I never agreed to have my account billed to a credit card. I never received a message from them on my answering machine. I never received a phone call from them. I spoke to an agent this morning and gathered the following information: They have no credit card information on file for me. They do have my correct phone number on file. They claim I owe them ~$30.00 for my digital subscription. They have received payment from my first billing of $9.95 Despite my best efforts they seem unwilling to resolve this situation. The letter I got strikes me as a scam to capture my credit card information in order for them to charge my credit card automatically every month, without my permission in order to avoid sending me a monthly statement. I feel that this is a deceptive business practice and I would not be surprised to find it to be illegal. To summarize their are three issues: - Resolving my billing balance issue. - A deceptive attempt to automatically bill me for my digital subscription via credit card for which I never gave permission and do not want to happen. - I have not as yet received the Fremont Bulletin.

Desired Settlement: - Mutually resolve my billing issue to a correct balance. - Stop trying to automatically bill me to a credit card. - Send me a monthly statement or let me pay annually. - Put a halt to their deceptive practices such as the letter they sent me. - Insure that I start receiving the Fremont Bulletin.

Business Response: Initial Business Response /* (1000, 5, 2015/12/18) */ Dear Mr ****, Please accept my apologies for the frustrations you experienced with you subscription. I believe that we were able to address your items of concern when we spoke on Wednesday, 12/16/15. Per your request, I also emailed a summary of the actions taken as well as my contact information. Please feel free to contact me directly at XXX-XXX-XXXX should you have any further questions pertaining to your subscription. Sincerely, **** ************ ******** ******* & Retention Manager Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */ The issue has finally been resolved to mutual satisfaction after months of phone calls and finally calling the office of the CEO. Regards, *** ****

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not received my paper after many weeks of compliaining. Each time I call I get a different message and fake promisaes. It is frustrating. I signed up for edelivery and Sunday paper delivery in JUne. The Sunday delivery was supposed to start on 6/21 but no deliivery so far even after so many weeks and regular complainnts. I have asked many times to cancel and refund my money but I keep getting assurances that delivery will be fixed.

Desired Settlement: fix the delivery right away or refund my money

Business Response: Initial Business Response /* (1000, 8, 2015/08/20) */ Dear Mr *******, Please accept my apologies for the frustrations you experienced with your subscription. Your delivery issues have been reviewed with the branch manager and will be corrected immediately. As a goodwill gesture, I have added an additional month of ******* to your subscription. Should the delivery of your newspaper not be satifactory please contact us directly at XXX-XXX-XXXX. Sincerely, **** ************ ******** ******* & Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (3000, 10, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the delivery has been restored which I appreciate, the electronic delivery which I paid for has now stopped stating I am not a ********. I think there is something seriously wrong with your processes or systems and would like my refund. Final Consumer Response /* (3000, 20, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No contact yet as stated in the response. They continue to send me bills. Final Business Response /* (4000, 23, 2015/11/29) */ I spoke with Subscriber on Sunday(11/29/15) and he had confirmed receiving Sunday paper this morning. There is a minor different on the delivery address which could have confused our carrier and I will get that fix. I will also have the account credit for 4 missed Sunday delivery. I gave Subscriber my direct phone number to call if any further issues with delivery. ***** ***** Branch Manager XXX-XXX-XXXX

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The San Jose Mercury News has begun sending me newspapers even though I never subscribed. A few weeks ago, a kid appeared at my door, trying to get me to buy subscriptions to the San Jose Mercury News. I did a quick Google search and found that it is a scam, and that San Jose Mercury News will refuse to unsubscribe you, demands additional payments beyond those you pay to the kid at the door, and reports you to credit rating agencies if you do not agree to fees that you did not consent to. Having read this, I did not buy a subscription and told the kid to go away. Today a copy of the San Jose Mercury News appeared at my porch without my consent. I expect a fraudulent bill to follow shortly.

Desired Settlement: I want them to quit delivering newspapers to my apartment and never send me any bills.

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ Contact Name and Title: **** ******* Contact Email: ********@bayareanewsgroup.com ***: Thank you for letting us know about this. I have checked our records and we do now show any subscription to The Mercury News at the name address or phone number that you provided. This means that our newspaper carrier made a mistaken delivery to you on Sunday. I apologize for their error and I will notify in an effort to make sure it does not happen again. If you have further questions or concerns please send me an email to ********@bayareanewsgroup.com

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: No matter what I do, I still receive solicitation calls from the Bay Area News Group. I was at one time subscribed to the San Jose Mercury News. I cancelled in June before moving to DC. Since then, I have gotten solicitation calls weekly from the Bay Area News Group. Each time, I explain that I am not interested and I would like to be permanently removed from the call list, but to absolutely no avail. They call from a different number every single time so I am unable to block the number. All I want is to never ever be contacted by this business ever again. I would like the harassment phone calls to stop and I would like my phone number to be completely expunged from their databases.

Desired Settlement: All I want is to never ever be contacted by this business ever again. I would like the harassment phone calls to stop and I would like my phone number to be completely expunged from their databases.

Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ Contact Email: ********@bayareanewsgroup.com ******: Thank you for letting us know about your concerns. I will have the number XXX XXX-XXXX that you note on your complaint removed from our calling files. Please feel free to contact me at ********@bayareanewsgroup.com if you have any further concerns. Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as I receive no more calls, I am satisfied.

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales Rep came to my door and falsely claimed subscription was part of a college tuition program Sales rep came to the door and falsely claimed that subscriptions were part of a college tuition program. He also claimed to be a foster child whose parents were not allowed to pay for college tuition. Name written on subscription is **************.

Desired Settlement: Request return of $23.95 paid for digital access subscription as well as FULL CANCELLATION of the subscription.

Business Response: Initial Business Response /* (1000, 8, 2015/10/28) */ Contact Name and Title: **** ******* Contact Email: ********@bayareanewsgroup.com Dear: ***** ***** Thank you for communicating your concern. I apologize for this misrepresentation by our sales representative. We will stop your account and send you a refund in the mail. Please connect with me at ********@bayareanewsgroup.com if you have any further questions or concerns Initial Consumer Rebuttal /* (2000, 10, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried canceling my subscription with this company 3 times now, yet they continue to deduct money from my credit card. THIS COMPANY IS STEALING MY MONEY. I have tried canceling my subscription with this company 3 times now, yet they continue to deduct money from my credit card. Each time they tell me they will refund me my money, but I have yet to see the refund. I even got the name and employee ID number of the ******** ******* representatives that I spoke with, but that didn't seem to make a difference. I'm just going to have to replace my credit card, which is way more work than necessary just to cancel a subscription.

Desired Settlement: I want a refund equal to the amount of deductions they have taken from my account since the first time I tried to cancel ($27.80).

Business Response: Initial Business Response /* (1000, 9, 2015/10/02) */ Dear Mr *****, Please accept my apologies for the frustrations you experienced with your subscription. Your subscription has been stopped and the account closed in good standing. A refund of $27.80 will be refunded to your credit card on file. If you have any further questions regarding your account please contact me directly at XXX-XXX-XXXX. Sincerely, ***************** ******** ******* & Retention Manager

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was solicited at my new home by a young girl selling newspaper subscriptions. I was assured and signed a contract that I would be billed ONE TIME ($9.99) for delivery of the Sunday paper & online access daily for 1 month (with NO automatic renewal). My credit card was charged that first month, but I never received ONE SINGLE paper. I also had difficulty accessing the on-line newspaper but didn't follow up until I received a second $9.99 bill on my credit card - at which time I immediately contacted the paper to CANCEL the subscription I had not authorized further to be charged for. Additionally, I had never received 1 single paper in 8 Sundays. When I called, I was not offered a refund for the non-delivery of the paper and was only told that they don't know there is a problem unless I alert them to it. I was then told that the monthly auto re-charges were not their problem, but caused by the girl who sold me the subscription. The subscription is cancelled and I'm not being charged for the paper, but now I'm being called SEVERAL TIMES A DAY by the paper by solicitors asking to subscribe. I told them I was on a DO NOT CALL list and to please remove my number. They have blatantly ignored this request as they continue to call and leave messages on my voice mail, with NO message (just taking up my phone time & minutes on my cell). Product_Or_*******: 1 month subscription to the Contra Costa Times

Desired Settlement: DesiredSettlementID: No further contact by the busi I would like to be refunded the $20 I paid to the newspaper for receiving NO papers for 2 months. I would also like written confirmation that they will NOT share my cell # with anyone and won't contact me to solicit me again.

Business Response: Initial Business Response /* (1000, 5, 2015/06/05) */ ******, Thank you for your note. I apologize that we were unable to get your newspaper delivered. I will submit your request for a refund of your $20. Please feel free to contact me directly if you do not receive it within 3 weeks. The form you signed enrolls you in our monthly easy pay program, I will follow up with the sales person to find out why they would have told you differently. If you would be so kind as to send me a photo of that form to: ********@bayareanewsgroup.com I would really appreciate it! Also please include any phone numbers you would like added to our don not call list as you number is not listed on this form. Once we have then number (s) I can be sure to eliminate them from any calling files. Thank you! Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response /* (3000, 16, 2015/07/01) */ 6-30-15 Sent via email: Hi Ms. *****, I don't consider it resolved; I haven't heard anything from them (except for the continued solicitation calls, which now seem to have stopped) and I've never been reimbursed the $20 for the newspapers I did not received. Best, ****** Final Business Response /* (1000, 26, 2015/09/04) */ Dear Ms ****, Please accept my apologies for the frustrations you experienced with your subscription. I have researched the issue. A refund in the amount of $20.00 will be issued to you and your account has been closed in good standing. Your telephone number will be removed from any further contact efforts. Please contact me directly should you have any further questions regarding your subscription. I have included my contact information below. Sincerely, ***************** ******** ******* & Retention Manager Bay Area News Group Tel #: XXX-XXX-XXXX

9/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called the company four times and been promised four times to have delivery of The Daily News stopped and never resumed. I have called the company four times and been promised four times to have delivery of The Daily News stopped and never resumed. There was nothing different in what I was told the fourth time than any previous time, and they claim to have a clear record of my having called before, so I have no confidence anything will change. Their circulation operations seem inadequate and their customer service seems ineffective, so I would like the BBB to reach someone there in a position to enforce ad take care of my request to have them stop delivering their newspaper to my home. I am not a subscriber, I don't want their newspaper, it is inappropriate to be delivered, it is a nuisance, it is an invasion of privacy and it is a security risk for those times we are traveling away from our home. Note: their current address seems to be The Daily News,*************************************** XXXXX and their general number seems to be XXX XXX XXXX. I have been calling their customer care/circulation services number XXX XXX XXXX. The Circulation Manager is listed as *************, XXX XXX XXXX.

Desired Settlement: I want The Daily News to immediately stop delivering their newspaper to my home and to never resume. My home is at ******************************* XXXXX

Business Response: Initial Business Response /* (1000, 15, 2015/08/27) */ Contact Name and Title: **** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bayareanewsgroup.com Dear Mr. ********, I have been in contact with our distributor and have stopped The Palo Alto Daily News from being delivered to your address. I certainly apologize for the continued delivery and will be taking extra steps to be sure that you do not receive the paper. If you should have any further questions, please contact me at XXX-XXX-XXXX. Thank you, ****

9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get a hold of customer service to cancel my subscription for the last 2 months. After I had complained, they still billed me. After I managed to get a hold of someone, I was told that I wasn't going to be charge $10 going forth, but yet, this month, a bill came, saying that they will charge my credit card.

Desired Settlement: I would like for the company for take me off of its subscription.

Business Response: Initial Business Response /* (1000, 8, 2015/08/20) */ Dear Mr ******* Your subscription has been canceled. A refund will be processed for your original payment of $9.90. Please feel free to contact me directly should you have any further questions regarding your subscription. My contact information is noted below. **** ************ Customer Service & Retention Manager Bay Area News Group XXX-XXX-XXXX

9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancellation and refund still not provided after two different calls to customer service I called on 6/7/15 to report that I had not received a Sunday paper which was at least a fourth occurrence since I had moved. I asked to have the subscription cancelled and credited back to 6/1/15 as a result. The credit never occurred and delivery continued. I called back at a later date and was assured that they could see it should have been canceled and that it would be taken care of immediately. It seems that retention customer service agents are not properly handling cancellations and that they may have performance criteria that are judging this retention ratio. This is completely unacceptable.

Desired Settlement: I want a refund back to 6/1/15 and acknowledgement that both agents that handled my calls without canceling or refunding service have been counseled and reprimanded.

Business Response: Initial Business Response /* (1000, 8, 2015/07/30) */ Dear Mr ****, Please accept my apologies for the frustrations you experienced with your subscription. The account has been closed in good standing. A refund will be issued for the credit requested. My contact information is below should you have any further questions pertaining to your account. **** ************ Customer Service and Retention Manager Bay Area News Group XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 10, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not credited the correct amount. Most of the $38 should have been refunded, not $14. Also, no acknowledgement of an investigation of these business practices has been completed. Recordings of the customer service calls need to be reviewed by management and retention compensation needs to be reviewed. I believe my account not being canceled and credited was purposely done by the winback department. Lastly, no one from management has contacted me and this is an unacceptable amount of time that has passed Final Business Response /* (4000, 12, 2015/08/13) */ Dear Mr ****, Please accept my apologies for the frustrations you have experienced with your subscription. The issue regarding the requested cancellation of your subscription will be reviewed internally and feedback will be provided to the agents whom you spoke with. A refund in the amount of $38.00 will be issued to the credit card that was on file with the account. The subscription has been closed in good standing. Should you have any further questions regarding your subscription, please contact me directly at XXX-XXX-XXXX. Sincerely, **** ************ Customer Service and Retention Manager Bay Area News Group

8/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Contra Costa Times charged me on my credit card $48.00 without your authorization. On March the 23rd 2015 they wanted $57.00 for the time from 3/14 till 7/31. I requested them to cancel the newspaper subscription. I was told I would get the term for $38.00 if I gave them my credit card number. On June the 20th. Contra Costa Times charged $48.00 to my credit card without my authorization. On June the 22nd, **** told me I was out of my subscription term and they wanted to charge me $48.00 for a new term. I asked him to cancel my subscription but he said it was too late. On July 16th I spoke to ***** and he said in one week I would receive a check in the mail and refund my $48.00. I still have not received my check. I have telephoned numerous time and told I would receive check "next week"

Desired Settlement: I want a $48.00 refund

Business Response: Initial Business Response /* (1000, 5, 2015/08/20) */ Dear Ms ********, Please accept my apologies for the frustrations you have experienced with your subscription. I have reviewed your account. A refund in the amount of $48.00 was issued to the Discover Credit card on account. The refund was processed on 6/29/15. Please review your Discover Credit card account records to confirm receipt. Should you have any further questions regarding your account please feel free to contact us at XXX-XXX-XXXX. Sincerely, **** ************ Customer Service & Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */ 8-23-15 Sent via email from consumer: ****** ******** <******@yahoo.com> Okay ******, everything is taken care of. Please close the complaint. Thank you.

8/21/2015 Billing/Collection Issues
8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Harassing phone calls to resubscribe continue even after asking them several times to remove my phone number from their call list I have been harassed by this news group to resubscribe to their paper. I have asked them at least six times in the last 6 months to remove my number from their call list and even though they assure me that my number will be removed the calls still persist.

Desired Settlement: I would like one last email from the Bay Area News Group stating that the account in my name has a zero balance and is closed in good standing. After that I do not wish to hear from the Bay Area News Group or any of their subsidiaries again. We gave their business several chances to provide us with the newspaper but each time they proved that they are a sub par business that does nothing but scam their costumers and harass them until they give them more business.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ *****: Thank you for your note: I've added your phone number listed: XXX XXX-XXXX to our do not call list. Please connect with me directly at ********@BayAreaNewsGroup.com if you receive any further calls from us. I've also requested that your account be cleared of any outstanding balance per your request. Thanks again. Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a direct email confirming that my number is on the do not call list and that my account is cleared of any outstanding balances. Final Consumer Response /* (2000, 11, 2015/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 17, 2015/08/06) */ This account has been closed in a good standing and has a zero balance. Please fee feel to contact us if you have any questions or concerns. Thank you, Circulation Dept. The phone number on the account listed is XXX XXX-XXXX If there is another phone number (s) that you would like to be added to our Do Not Call List please let us know. My email address is ********@bayareanewsgroup.com Thank you!

7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not able to unsubscribe- forced into delivery. I initially subscribed to the Contra Costa Times a few months ago when a high school student came to my door selling papers to raise money for college. I was told to cancel my subscription after 6 months if I didn't want the paper anymore, which I did. However, after doing so I was repeatedly called by the Times trying to get me to resubscribe, which I declined to do several times. Finally, I agreed to a free 4 week subscription to the Sunday Times and was told that after the 4 weeks I would be contacted again to decide if I wanted to start a paid subscription again. The newspaper was sporadically delivered, even after the 4 weeks, and I was never contacted to ask if I wanted to start a paid subscription. I then received a bill even though I had not asked to start a subscription. I was called several more times and told the callers to stop my service and to remove me from the calling list and mailing list. The calls stopped for a while, but then resumed again. I kept receiving bills, and called to resolve the issue. The woman who took my call was very unhelpful and told me I had to pay the bill even though I had not subscribed since the initial interaction. Since the bill was under $10, I agreed to pay it to make the problem go away. However, I kept receiving calls despite telling every caller that I had been asked to be removed from all future contact. This has been going on for months and this company will not stop contacting me. Furthermore, this morning I came out to see that another issue of the Sunday times had been delivered to my house. They have also not unsubscribed me from their online paper. I don't have an account number to give because I had signed up from a door to door salesperson who didn't provide such information, but I'm not understanding how their customer service department doesn't comprehend the meaning of a cancelled subscription and I find their constant harassment very annoying. I will be calling during business once again to stop the paper, but I know it will do no good.

Desired Settlement: I'd like this company to fully remove me from any calling and mailing lists and to never go through this again. I don't want this newspaper or any services that they offer.

Business Response: Initial Business Response /* (1000, 11, 2015/07/16) */ Received business response via email on 7/14/15: Dear Ms *****, Please accept my apologies for the frustrations you experienced with your subscription. I have researched the issue. Your account has been closed in good standing and nothing further is due. Per your request, your information will be removed from any future solicitation efforts. If you have any further questions regarding your account, please feel free to contact me directly at XXX-XXX-XXXX. Sincerely, **** ************ Customer Service & Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (2000, 13, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) It appears to be resolved, but I've heard this before. I'll have to wait and hope that I'm not contacted again.

7/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Calling Once to Cancel Subscription is Not Enough On 5/20/15, I called the SJMN customer service line (XXX-XXX-XXXX) to cancel my subscription. Acct # XXXXXXX. The subscription term was to end on May 31 and requested that at the end of the term, I will no longer be a subscriber. At the time, I did not note the operator name I spoke with. This became important because I continued to receive paper deliveries past May 31 and received a billing notice, dated June 5. I called on 6/17/15 (to the same number above) and spoke with ******* (Operator ID ****) and was informed there is no record on file of me calling in on 5/20 and no record of me requesting cancellation. I repeated my request to cancel and to waive collection fees ($13.4) that have been added to my account. ******* informed me her name and operator ID is the confirmation number to note.

Desired Settlement: I can understand when paper deliveries continue when the system shows I am no longer a subscriber. But I cannot accept that my initial call to SJMN was not recorded in their system. I called an 800 number-- that alone has breadcrumbs. I was asked for the telephone number associated with my account-- access to my account should have breadcrumbs.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Dear Mr ***, Please accept my apologies for the frustrations you experienced with you subscription. I have researched the issue. Your account has been closed in good standing and delivery of the newspaper will cease. If you should have any further questions regarding your account please contact me at XXX-XXX-XXXX. Sincerely, **** ************ Customer Service & Retention Manager San Jose Mercury News

7/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Non-delivery and no refund I signed up for Sunday delivery on 4/25. I then received a charge of 9.90 on 5/13 and had yet to receive any deliveries of the paper. I then received a 2nd charge of 5.95 on 5/20 so I called to tell them I was not receiving the paper even thought I had been charged twice now. The CS rep told me he would credit the 5.95 and start my delivery and that he would also remove my card from the file so it would not be charged again. Come Sunday still no paper so I call them again and tell them forget and to just credit both charges back. The CS rep tells me they will cancel it and credit me back. On 6/3 I get another charge for 5.95. This is the worst service I have ever received. I am done contacting them and I have disputed the charges with my bank. Also like soneone else mentioned, they are now calling me to try and get me to sign up again. ADDITIONAL DETAILS: Case is being handled by another organization: Wells Fargo

Desired Settlement: I want my 21.80 refunded. Since BANG doesnt seem competent enough to handle this hopefully my bank is.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Dear Mr ******, Please accept my apologies for the frustrations you experienced with your subscription. I have reviewed your account. A chargeback was processed by your bank in the amount of $5.95 on 5/28/15. A refund was processed to your credit card in the amount of $5.50 on 6/26/15. Your account has been updated and a refund in the amount of $10.35 will be processed for the balance. Should you have any further account questions please feel free to contact me at XXX-XXX-XXXX. Sincerely, **** ************ Customer Service & Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello **** Your records are not correct. I never received any credits to my account. Anyways I have disputed the charges with my bank and the bank has credited back my 21.80. Final Consumer Response /* (2000, 9, 2015/07/10) */

7/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was misled about the nature of my subscriptions to SJMN and SF Chronicle by a "student" claiming that it was an auto-cancelling trial. In mid 2014 a salesman claiming to be a student came to my door offering newspaper subscriptions as part of a scholarship program. I didn't particularly want to receive newspapers but offered a donation instead. The salesman said that since he was also delivered the papers, he would ensure that I would never receive a newspaper, and that I would have a trial subscription that would automatically cancel. That way, he would receive his "points" and I wouldn't have to deal with a newspaper every week. Of course, all of this turned out to be completely false - I received newspapers for several months, and ignored phone calls/renewal letters assuming that my subscription was indeed a "trial" and would cancel automatically as the salesman said. I now have a letter from SF Chronicle claiming an outstanding balance, and I expect that the San Jose Mercury News will be sending a similar letter soon.

Desired Settlement: I should not have an outstanding balance for a service that I didn't want, and was falsely sold to me as being a donation to a student. These outstanding balances should be nullified and not sent into collections (as other complainants have detailed). I do not want to receive any more bills or phone calls from either the SF Chronicle or SJMN.

Business Response: Initial Business Response /* (1000, 9, 2015/06/16) */ Received business response via email on 6/16/15: Please accept my apologies for the experience you had with the salesperson. I have researched the issue. Your San Jose Mercury News account has been closed in good standing. Nothing further is outstanding. Feel free to contact me at XXX-XXX-XXXX should you have any further account questions. Sincerely, **** ************ Customer Service & Retention Manager San Jose Mercury News

6/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bay Area News Group refuses to honor our Do Not Call requests. I used to subscribe to the weekend newspaper, and found that the paper was no longer being read; I ended my subscription several years ago as a result. I prefer electronic medium to print. We get no less than three calls a week from fast talking people trying to sell print subscriptions to us. I have asked every single time that we be removed from the list, and pointed out that we are also on the Do Not Call list, and our business relationship expired more than two years ago. Sometimes we are assured our phone number will be removed from the list, other times they say sorry and hang up, but most of the time they flat out disconnect when we ask them to remove us from the list. If we don't answer, or block their calls, they call from another number, and often ring us multiple times a night until we answer the phone. I have sent letters to the circulation department, and called Customer Service a few times asking to be removed from the list. None of these requests have been honored, and I can no longer extend patience, courtesy, or respect. In my industry, if you call a consumer more than three times a week, or multiple times a night, the word harassment is used, you get fined, and often sued for lots of money. I fire people that violate the professional codes and laws in my industry, instead of encouraging liability. Apparently The Times encourages the bad behavior; the same contractors\employees have been calling here for years. This has gone on far too long, what is the problem? What will it take for Bay Area News Group to respect this household, and operate within the confines of the law?

Desired Settlement: 1) I want written acknowledgement from Bay Area News Group, indicating they will unconditionally resolve this issue. 2) I want a written apology from Bay Area News Group. 3) The most common number displayed by your auto-dialer is XXX-XXX-XXXX; the rest seem to be people working from home - their names and numbers appear when they call. I want our phone number, XXX-XXX-XXXX, to be removed from your lists, as well as the the lists you shared with any and all marketing firms, contractors, etc. If you did not share our number please make sure your agents put it on their Do Not Dial list. Bay Area News Group is culpable for any call that uses their name. 4) I have opened a nuisance call complaint with the phone company, and will be placing a trap on the line so I can take this to the next level. If these calls continue after June 10th I will proceed with trapping\tracing, and will file my complaint seeking the maximum damages permitted by law. 5)I wish I could project a 'nicer' tone, but I am fed up and must resort to firmly worded, direct communication. I wish to be taken seriously, and will conduct myself professionally to whomever answers this complaint in earnest. I will discontinue my good faith attempt at resolution if Bay Area News Group fails to behave in a manner befitting this serious concern.

Business Response: Initial Business Response /* (1000, 5, 2015/05/27) */ Mr. ****: Thank you for your note regarding calls from our newspaper. We certainly don't want to be calling you based on what you have described. I apologize that we did not act sooner to place you number on our do not call list. XXX XXX-XXXX is the number listed in this complaint. Do you have any other numbers you would like us to place on our DNC list as well. If you do please email me at ********@bayareanewsgroup.com Thank you. Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will consider this resolved, and look forward to the end of the marketing calls. Final Business Response /* (4000, 13, 2015/06/05) */ Mr ****: XXX-XXX-XXXX is the number listed on your BBB complaint. We show that we added this number to our Don Not Call List many months ago. Is it possible that you have another number (s) that we are calling you on? If so if you will send it to me I can make sure any calls to your other number (s) is also stopped. Cordially,

6/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unethical advertising / cannot cancel service A high school kid with a good sales pitch and no coat came to our door late on a cold November night trying to sign us up for the Contra Costa Times. It seemed pretty sketchy, but I felt bad for the kid. He said it was a six-month subscription, but I could cancel after the first month. However, when I started receiving the subscription I could not find a way to cancel it. I've been all over the website, created an account, looked through all the links, but I see know clear way to cancel the subscription. I also only paid with a single check for one month, but have been billed every month for that amount. I find these practices to be very unclear and generally unethical.

Desired Settlement: I want my money back for everything after the first month.

Business Response: Initial Business Response /* (1000, 5, 2015/02/20) */ ****: Of course you can stop your subscription at any time by calling the customer service number provided in each day's newspaper. But I can take care of that for you directly and investigate your refund request. Please take a picture of the copy of the subscription form you signed giving us permission to debit your account each month and send it to me at ********@bayareanewsgroup.com That way I can locate your subscription account and follow up with the sales person who told you that you should just stop the paper after a month. Of course any subscriber can stop their subscription at any time, but I'm sure you can understand that we would not permit that as part of our sales person's approach. Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */ This was never resolved. Only contact with Bay Area Newsgroup was a request for an account number that was never provided. I am still being charged despite a very clear e-mail requesting billing be ceased. This company is an absolute fraud. Final Business Response /* (4000, 14, 2015/06/04) */ Dear **** ******. I'm very sorry that you feel the sales person did not properly disclose the terms of the subscription you selected back in November. The phone number to reach us and thereby stop any subscription is listed on your copy of the subscription form, and every day in the newspaper. I will make sure your subscription is stopped right away and any balance on your account for un-served newspapers is refunded. If you would be so kind as to send me a copy of the receipt you received at the time of the subscription to ********@bayareanewsgroup.com I can then review your request for an additional refund. Thank you for subscribing to our newspaper Cordially, **** *******

6/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In January, at 7pm, I was also approached in ********* by a hs student needed help towards a college tuition. I didn't want the subscription either, so I gave him $20 cash, he did take down my info so that when SJMN calls, he can get credit.I emailed customer service of SJMN immediately the next day and the customer rep told me there is no subscription under my name or address. Even a week later, they confirmed there was nothing.Today, I got a call confirming whether I got a newspaper. I called their customer service to cancel and even hearing that it was unauthorized, they still tried to pressure me to keep my subscription.

Desired Settlement: DesiredSettlementID: Other (requires explanation) They promised cancel my subscription, but they did not promise whether I would not get any bills following.

Business Response: Initial Business Response /* (1000, 11, 2015/02/17) */ ******: Thank you for your note: If you can please send me a photo of your copy of the subscription form the sales person gave you. That way I can make sure there is no outstanding billing for newspapers sent to you as well as identify the sales person for proper follow up action. My e-mail address is ********@bayareanewsgroup.com I apologize that they took a donation from you as this is not acceptable to us. You will notice the NO DONATIONS ACCEPTED notification we put at the top of the subscription form you completed to prevent this type of activity. Initial Consumer Rebuttal /* (3000, 13, 2015/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not GIVEN a copy of the subscription form at all. However your customer service said that they have cancelled my unauthorized subscription. Last Sunday, I still got a paper, but they said it's due to an error. I will see if I get a paper this Sunday.

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Started receiving unsolicited Mercury News. Called customer service twice to stop delivery service. Still receiving unwanted newspaper. Since May 17, 2015, I am receiving newspaper delivery I never asked for or subscribed. I made two phone calls to customer service to stop delivery. Both made promise to have delivery stopped. Yet, you persist in delivering newspaper I DO NOT WANT OR ASKED FOR! None of my household have contacted Mercury News for subscription.

Desired Settlement: Stop unauthorized delivery of newspaper and I do not want Mercury News to ever contact me regarding subscription.

Business Response: Initial Business Response /* (1000, 5, 2015/05/27) */ We apologize for the inconvenience. I have contacted the field manager to make sure that no paper gets delivered going forward to Mr. ***'s household. Please feel free to contact us if you have any questions or concerns. Thank you, ***** ****** Circulation Dept. Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called and cancelled my subscription but I keep getting bills and phone calls asking for payment. I called the newspaper to cancel my subscription sometime around the 1st of March before the payment was due.When I received a renewal reminder notice of $22.40 on 3/22/2015 I knew something was wrong. I called the newspaper again and I was told it would be taken care of.Then I got another phone call asking for payment and yet another reminder notice and bill for the same amount again on 4/17/2015.I called the paper and talked to them again.I have received two more phone calls in the last two weeks asking for payment and they just don't get it and they say my subscription is still active. I had not received a Sunday paper in about two months and then they delivered a paper on April 19 and May 9 and why I don't know. I need this to be resolved so I don't get phone calls or bills. My newspaper account number was XXXXX. Thank you very much.

Desired Settlement: No more bills or phone calls.

Business Response: Initial Business Response /* (1000, 9, 2015/05/26) */ Dear Mr *****, I have reviewed your account. The subscription ceased effective 4/26/15 and the account has been closed in good standing. I will request that no further sample papers be delivered in the future. Please feel free to contact me should you have any further account questions. My contact information is below. Sincerely, **** ************ Customer Service & Retetion Manager Bay Area News Group XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 11, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The account has been closed in good standing and that is what I wanted, thank you very much.

5/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to provide a refund of $68.00 as promised by the customer service representative over the phone In 9/12/12, we cancelled the service of San Jose Mercury News. However, in: 3/15/13 - we were charged $20.00 6/28/13 - we were charged $20.00 10/18/13 - we were charged $28.00 On 3/12/14 we discovered these billing errors and contacted **** over customer service for the refund. Our case was escalated to a supervisor On 3/24/14 & 4/02/14 a supervisor named ****** talked to us and said that we will receive a refund of $68.00 back in 3-4 weeks. However, to date, we still have not received the refund.

Desired Settlement: We would like to get a refund of $68.00 back as promised.

Business Response: Initial Business Response /* (1000, 9, 2014/09/19) */ Company responded via email on 9/17/14: I appreciate you bringing this item to my attention. The customer's refund is being processed. Please see my response below. Dear Mr. ******, Please accept my apologies for the frustrations you have experienced with your subscription. I have researched the issue. A refund in the amount of $68.00 will be remitted to your attention. Should you have any further questions regarding your account, please feel free to contact me directly at XXX-XXX-XXXX. Sincerely, **** ************ Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (3000, 11, 2014/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still haven't received the refund. In what method will my refund be process? Thank you. Final Business Response /* (4000, 19, 2015/05/07) */ 5-7-15 Sent via email: ***, I appreciate you following up with us regarding this item. The refund of $68 is being processed and will be applied to the customer's Discover card that is on account. Please let me know if anything additional is needed. thanks, ***

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Frequent calls at all times of the day where no one speaks when the call is answered I once had a subscription to their Sunday paper which was sold by high pressure door to door sales people who still visit frequently trying to sell the paper again. As I wasn't getting the paper I had grudgingly signed up for after a few weeks, I cancelled the subscription and my account shows as cancelled on their own website. I get almost daily calls from various numbers all belonging to this group and only once have they spoken when I answered and tried to re-sell me the paper. I declined. I contacted their support through the website asking to be removed from their calling list and ensure my account was cancelled. They responded apologising and confirmed I would be removed from their list. That was months ago and I still get multiple calls per week from their numbers but rarely does anyone answer (I get confirmation it is them from numerous websites all listing this as the group calling)

Desired Settlement: I would like the company to remove my details from their calling list and stop trying to extend my long time cancelled subscription. I don't even want my money back that I gave them for the subscription I never got. I just want them to stop calling.

Business Response: Initial Business Response /* (1000, 5, 2015/04/24) */ I've connected with ****** and put him on our internal Do Not Call list. I've asked him to share with me if he receives any more calls from us of this nature. Thank you.

5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am repeatedly being harassed with phone calls from the San Jose Jose Mercury News with offers after asking to be removed from their call list. I receive more than 3 calls per week from the San Jose Mercury News with offers to subscribe to their newspaper. I have very politely explained that I am not interested in a newspaper subscription and have asked to be removed from their call list every time that I receive a call, however I keep receiving the calls. This has gone on for over 3 months. I have terminal cancer and get many phone calls from doctors and hospitals regarding tests or possible new treatments and cannot ignore calls from unknown numbers. I am also frequently in a bad condition and it is a huge nuisance to be harassed with these phone calls. Sometimes the phone representatives politely tell me they will remove me from their list, and sometimes they are very rude and hang up on me, but even though I am sometimes assured that I will not be called anymore, the calls keep coming. I just want to be left alone and stop receiving these phone calls.

Desired Settlement: I just want to be left alone, please please stop calling me.

Business Response: Initial Business Response /* (1000, 5, 2015/04/17) */ Thank you for your note. If you let us know your telephone number or numbers we can put them on our do not call list and any calls to you from our company will stop. Thank you again. Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not trust you to provide my phone number to you. There is an easier solution. When you call someone and they ask to be removed from your call list, please remove them from your call list. I have repeatedly asked to be removed from your call list, so if you remove everyone who asks to be removed from your call list, then this should take care of the issue. I am also on the FCC Do Not Call Registry, which should also protect me from these types of solicitation calls, so please respect the FCC Do Not Call Registry as well. Final Business Response /* (4000, 9, 2015/04/24) */ *****: Thank our for your follow up note: I am placing XXX-XXX-XXXX on our internal do not call list in hopes that this is the correct number. If you continue to receive calls, please let me know if there is another number that we may be calling you on so I can have it placed on the same list. FYI, The National Do Not Call Registry does not apply to customers with whom a business has had a past recent business relationship, but by adding your number to our internal do not call list we can prevent any further calls.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I put my Sunday only newspaper delivery on hold for three weeks and did not receive credit. When I called to complain I was told they no longer provide vacation holds, as the paper is available online. I was out of the country for three weeks and did not have easy access to online. The person I spoke with would not give any exceptions to I hung up.Account number XXXXXX Product_Or_Service: newspaper subscription

Desired Settlement: DesiredSettlementID: Other (requires explanation) I will pay the current bill but want the dates to be between 5/3 and 7/5 providing the credit for the three non-delivered papers on 3/21,28 and 4/5.

Business Response: Initial Business Response /* (1000, 10, 2015/04/27) */ Dear Ms ******, I appreciate you contacting us regarding your subscription. An account credit has been applied for the dates you have indicated. The subscription is prepaid until 5/2/15. Please feel free to contact me directly should you have any further account questions. Sincerely, **** ************ Customer Service & Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (2000, 12, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has continually and insistantly require we sign or record a verbal confirmation we receive or refuse their free "Values" Newspaper. We have been adamant about having no contact with Bay Area News Group... No sales, no contact, no subscriptions, no freebies, just don't come buy or call. On Saturday March 28, 2015 at 10:30 AM, two women wearing Bay Area News Group logo black shirts came insisting that we are still on their records and they needed a verbal recording of us saying we do not want the paper.

Desired Settlement: DesiredSettlementID: Other (requires explanation) A letter to Bay Area News Group to keep away and no contact and a copy for our records.

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ Mr ******* Thank you for informing us of your concerns. In addition to the note I sent to you directly yesterday please accept our apologies for disturbing you with our request for information last Saturday. Please feel free to contact me directly or via BBB if you have any future question or concerns regarding this matter. Cordially **** *******

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to deliver after receipt of payment Purchased subscription to the contra costa times home delivery Feb 6, 2015. as of todays date I have yet to receive a single copy of the publication. I have spoken via telephone repeatedly (no less than 4 times) in hopes of resolving the issue. The telephone representatives where very apologetic an assured me that the paper would be delivered the next morning (the last three phone calls). Still have not received delivery of purchased publication. At this point Bay Area News Group has accepted payment in full for the subscription at the time of subscribing and failed to provide product or services purchased.

Desired Settlement: Failure to deliver purchased goods or services after receipt of payment is illegal, period. Either prompt and timely resolution, i.e. delivery as contracted or full refund + interest. Review of corporate accounts to insure that this is not a "scam" where Bay Area News Group sales representatives are selling subscriptions with no intent of ever providing services as it relates to delivery of any and all Bay Area News Group printed publications. Based on the number of times the issue was communicated and no resolution was reached I can only assume that Bay Area News Group never intended to fulfil its obligation.

Business Response: Initial Business Response /* (1000, 8, 2015/03/16) */ 3-16-15 Sent via email: Good morning: Thank you for forwarding this complaint. We will look into this and will get back to you with our response. Thank you, ***** ****** Final Business Response /* (4000, 13, 2015/03/18) */ We apologize for the inconvenience. The delivery issues are resolved and customer has been contacted as well. We have applied 2 weeks credit to customer's account for the inconvenience. Thank you, Circulation dept.

3/24/2015 Billing/Collection Issues
3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Continues to deliver a newspaper even after I've called 5 times to cancel it. It's a circular called "Bay Area Values" and comes on Saturday mornings in an orange bag

Desired Settlement: DesiredSettlementID: Other (requires explanation) Stop delivering the newspaper!

Business Response: Initial Business Response /* (1000, 5, 2015/02/26) */ Delivery of this product each Saturday has been stopped & verified. Attempts have been made to contact Ms.********* and apologize. An employee will verify the delivery has been stopped again this week. Initial Consumer Rebuttal /* (3000, 7, 2015/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Delivery has not stopped, paper still continues to arrive at my front door every Saturday morning Final Business Response /* (4000, 11, 2015/03/20) */ We apologize for the inconvenience. The field manager has been contacted and made aware of this unwanted paper still being delivered. We will make sure that no paper gets delivered. Please feel free to contact our office if you have any questions or concerns. Thank you, Circulation Dept. Final Consumer Response /* (2000, 13, 2015/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Canceled my subscription and they have failed to properly credit my refund On January 20, 2015 my visa cc -6909 was charged $70 automatically to renew my newspaper subscription for a year. On January 26, 2015 I emailed their customer service requesting to cancel my subscription and refund my credit card. I received an email January 27, 2015 from customer service stating that my subscription was cancelled and to wait up to 14 days for my credit card to be refunded. On February 16, 2015 the day it was to be 14 days I still did not see my refund. I emailed their customer service to please check on this, which I did not receive an email back about. On February 17, 2015 I contacted the customer service phone number and spoke with their rep. He stated that in fact my refund was not processed/requested until February 6, 2015 and I should be seeing the refund within the next day or two and that I should contact my bank to see if there are any issues with my account. I was also told by this rep that my refund may not even post until 4-6 weeks and that I should have been told that. I was also told that this was their accounting department's issue and that I would basically just have to wait. I am tired of getting different answers every time I speak with their customer service and I would like my credit card refunded immediately, since I am now getting interest charges for a product that I am not receiving.

Desired Settlement: I would like to get an exact date of when I will receive my refund and it be within a timely fashion.

Business Response: Initial Business Response /* (1000, 5, 2015/03/10) */ Dear Mr ********, Please accept my apologies for the frustrations you have experienced regarding your refund request. A refund in the amount of $70.00 was remitted to your credit card on file. The credit transacted on 2/28/15. Please note that it may take your banking institution 48 to 72 hours to process the credit. I am including my contact information below should you have any further questions regarding your account. **** ************ Customer Service & Retention Manager Bay Area News Group XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 7, 2015/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have since received my credit card refund.

3/9/2015 Delivery Issues | Read Complaint Details
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Complaint: Unauthorized billing and Unethical practices Unauthorized billing and Unethical practices. San Jose Acct # XXXXXXXXXXX A student showed upon on our house(Actually trespassing) while back and asked for donation and talked about mercury news for 20 weeks subscription. We declined it but we wanted to help him so donated 20$ and then we started getting newspaper though we never requested one. Now I got a bill threatening from a company named 'Coast to Coast Financial Solutions' on behalf of mercury news saying that they will get a judgement against me. This is completely unacceptable and I believe it is illegal I can't believe a news paper is doing such things. Do you think people will ever subscribe to 'Mercury News' once they see such letter. Why shouldn't I complaint to County District Attorney, State District Attorney and Consumer Protection Bureau.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need some compensation for wasting my time to track this and for mental agony.

Business Response: Initial Business Response /* (1000, 5, 2015/02/17) */ *******: Thank you for your note: If you can please send me a photo of your copy of the subscription form the sales person gave you. That way I can identify the sales person for proper follow up action. My e-mail address is ********@bayareanewsgroup.com I apologize that they took a donation from you as this is not acceptable to us. You will notice the NO DONATIONS ACCEPTED notification we put at the top of the subscription form you completed to prevent this type of activity. We have contacted Coast To Coast to make sure that there is no record of requested collections with their company. Be advised that we never send outstanding subscription billing balances to any agency that will have an impact on your credit score.

2/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After receiving a bill and paying it in the past,the newspaper automatically stored my credit info and charged my credit card this year without my OK. I've been a long time subscriber with the TriValley Times and received a bill which I paid usually with my credit card. I had never set up an auto-pay acct to pay for my newspaper because I dislike to pay my acct that way. When I made a payment the info was stored without my knowledge and used to charge my credit card without my consent on 1/23/15 for $93.60 causing a $36.00 over-draft fee. I was told by Bianca in the news office she would credit me back for the $93.60. To this date(a week later) I have not received the credit of $93.60 to my account. I talked to a friend who had the same problem with his newspaper acct. He started a subscription and when it came up for renewal they debited his credit card from the info they had stored without his consent or knowledge. Seems to be a comm.on practice for this newspaper.

Desired Settlement: I want the $93.60 plus the $36.00 overdraft fee refunded and to not receive the paper unless it is free.

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ Dear Mr *****, I'm sorry for the frustrations you experienced with your account. The issue has been researched. A refund was processed on 1/30/15 in the amount of $93.45. The refund should be applied to your account within a 72 hour period by your bank. A second refund of $36.15 will be applied for the variance noted caused by the over draft fee and account balance difference. Please allow 4 to 5 business days for the second refund to process. I'm sorry that we will not be retaining you as a subscriber. If you wish to resume your service please feel free to contact me directly. Should you have any further questions regarding your account, please feel free to contact me. I am including my contact information below. **** ************ Customer Service & Retention Manager Bay Area News Group Tel # XXX-XXX-XXXX

2/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Door to door sales are illegal in Sunnyvale without a permit. Yet there are frequently people claiming to be students selling newspaper subscriptions. Just now, a young man claiming to be a student awoke or sleeping infant selling subscriptions for to door. He claimed to be a recent graduate from freemont high school selling papers to obtain scholarship funds. He had no peddlers license in violation of local law.

Desired Settlement: This program needs to be discontinued immediately. If you want to run a legitimite charity I am happy to give. If you want to lie and break the law, I am happy to pursue legal action.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ *****: Thank you for your note: We require that the solicitation companies that we contract with adhere to all laws pertaining to their sales activities on our behalf. I will notify them that in the city of Sunnyvale specifically you witnessed a sales rep. without the proper local license and that this must be remedied right-away. As you may know, not every city in The Mercury News delivery area requires such permits, but we have specifically instructed them to have permits for sales in the City of Sunnyvale. The sales company that conducts door to door sales on our behalf in Sunnyvale does not represent any charity on our behalf and we specifically state in large letters on the subscription agreement they present at the door: NO DONATIONS ACCEPTED. Thank you for your feedback. You can contact me directly at XXX-XXX-XXXX if you have further information or questions regarding this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is disingenuous to claim you are not operating under the false pretense of charity. This is the 3rd occasion when the purported salesperson solicited a cash donation from me in lieu of a subscription. The program is nominally for the participants to earn college scholarships. Why can't you be honest with these kids and just tell them they are commission-based salespeople? If you continue to claim this program is for charitable scholarships, you are committing fraud, and should be prosecuted. Final Business Response /* (4000, 9, 2015/02/04) */ The company we employ to solicit subscriptions is again securing individual signed documents from their team members reiterating that they are never to accept donations in accordance with the subscription form signed by the customer. I have also fined that company for communicating to you that this was a college scholarship fund rather than commission based sales and we have removed the sales person from our account. Again, we do appreciate you help in this important matter. Final Consumer Response /* (2000, 11, 2015/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The Mercury News is being dumped in my yard every day against my wishes. Several months ago I cancelled my MN subscription. Despite repeated telephone calls the paper is dumped in my driveway every day. As a result of accumulated newspapers while I was out of town, I have been the victim of an attempted burglary. Is it necessary to file a lawsuit against the company to stop the deliveries? This would at least cover the deductable on my insurance.

Desired Settlement: QUIT DUMPING NEWSPAPERS IN MY YARD!!!

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Dear Mr. *****, Please accept my apologies for the issue you described. I have researched the issue. You account is closed in good standing and will follow up with the delivery person to ensure delivery of all newspapers cease. If you have any further questions regarding the matter , please feel free to contact me directly at XXX-XXX-XXXX. Sincerely, **** ************ Customer Service & Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (3000, 7, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The newspapers have never stopped being delivered. 1/12/2015 Final Business Response /* (4000, 9, 2015/01/14) */ The Newspapers that was being delivered on 01/12/2015 was a San Francisco Chronicle paper. It was not delivered by San Jose Mercury News's Carrier. I will notify consumer on this finding. ***** ***** Branch Manager XXX-XXX-XXXX

1/8/2015 Advertising/Sales Issues
11/20/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Getting bills for newspapers I've never ordered, wanted, or even gotten. A high school student came to my door asking me to buy a subscription to San Jose Mercury News and Bay Area News Group in order to help fund his college tuition. I agreed to help him but told him I don't read newspapers and I would not want the subscription. He claimed that the payment would be upfront and that it'll end after the amount I paid for ended. I agreed and paid him in cash with the indication that I would not want to be charged in the future (and used cash so the company wouldn't have my credit card number). Afterwards, I got a number of harassing calls from the newspapers many times a day asking me if I received the newspapers. I had not. I told one lady that I did not receive the newspapers but as I was only helping the kid with the tuition plan I didn't care. They would have been thrown away anyway. I told her to not call me again and that it was harassment. I did not need multiple calls per day while I was busy at work. I thought this would be the end of it. However, I started getting notices in the mail that I needed to pay a bill for the subscription. And on the bill it said the subscription was automatically renewed. It was past the date the "renewal" was suppose to start.

Desired Settlement: Stop billing me for something I never indicated I wanted. I'm making a complaint since I've seen this bill go to the collections agency. I do not want that nor do I want my credit affected.

Business Response: Initial Business Response /* (1000, 10, 2014/11/18) */ ***** **: I'm very sorry that you had this unfortunate experience with our sales person. We will clear any balance on your account and stop any further calls regarding this account to you. The subscription form you completed states in bold letters that we don't accept donations and that you were starting a subscription. The sales person is required to leave a copy of this at the time of sale with you to serve as your receipt. I apologize if the sales person misrepresented this to you, we will request that the subscription company they work for, remove them from our account. Please let us know if you have any further concerns. Initial Consumer Rebuttal /* (2000, 12, 2014/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Mercury News continued subscription without my consent. I few month ago a young kid came to my door to sell me the newspaper. I told him I did not need the newspaper. However, he gave me this sob story about how both his parents died and he was just trying to earn money to go to college. He said its only 20 dollars for 20 weeks and that's all you don't need to pay anything else. I agreed since I felt sorry for the kid. Well today my phone rings and they ask me I wanted to renew my subscription I told them no I did not. She then asks me did you want to pay the 10.00 that you owe?? I told her that should not owe anything since I just signed up for the $20.00 deal that the kid sold me. She said that subscription continues unless I cancel??!! I told her no one told me that and that I need that amount credited she transfered me to customer service he could nto help me. He then transfers me to a supervisor who refuses to credit this amount because it was on the original receipt that the young kid gave me??!! I thought the customer was always right?? Why would I lie?? I did this kid a favor and in the end I'm being punished. The San Jose Mercury News is a Scam they hire young kids to come to your door give you a sob story and then continue your subscription without you consenting. Then they send you a bill.

Desired Settlement: Please credit any money owed on my account and cancel the subscription that I never agreed to. My phone number is ************ delivery address is *********************************

Business Response: Initial Business Response /* (1000, 8, 2014/11/17) */ Dear Ms *****, Please accept my apologies for the frustrations you experienced with your subscription. The issue has been researched. Your account has been credited and closed in good standing. Feel free to contact me directly at XXX-XXX-XXXX should you have any further questions regarding your account. Sincerely, **** ************ Retention Manager San Jose Mercury News Initial Consumer Rebuttal /* (2000, 10, 2014/11/18) */ 11-18-14 Sent via email: Hello ******* The business' response is acceptable. Thank you, ******

11/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Mercury news has incorrectly charged me $40.85 for newspaper service that was NOT requested /approved by me. I want the charge removed from my account I, ****** **********, dispute the validity of the debt of $40.85 allegedly owed to Mercury News, per account number XXXXXXXXXXX. In May 2013, I had prepaid for a one year of San Jose Mercury News service. After the year was over in May 2014, I did not renew my service. I did not ask for my account to be renewed, I certainly did not ask for any additional papers to be delivered to my home nor did I receive any of their renewal notices in the mail. 3 months later, I see a notice from a collection agency demanding that I pay $40.85. I dispute the validity of this debt as I did not ask for my account to be renewed and I did not ask for papers to be delivered to my home. I request that all outstanding charges on my account be cancelled and my account should reflect a zero balance. I also request that the debt collection agency be notified of this so that they stop sending me letters or pestering me. I also want to ensure that this does affect my credit history in any way. Thank You.

Desired Settlement: I request that all outstanding charges on my account be cancelled and my account should reflect a zero balance. I also request that the debt collection agency be notified of this so that they stop sending me letters or pestering me. I also want to ensure that this does affect my credit history in any way.

Business Response: Initial Business Response /* (1000, 14, 2014/10/29) */ Received business response via email on 10/29/14: Dear Mr. **********, Please accept my apologies for the frustrations your have encountered regarding your subscription. I have researched the issue. Your account has been closed in good standing and no further balance is due. I am including my contact information below should you have any further questions regarding your account: **** ************ Retention Manager Bay Area News Group Phone Number X-XXX-XXX-XXXX

11/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Donation for a kid that wanted to attend college. The donation was really a newspaper subscription and now I need to pay for a term i didnt agree to. A young hopeful engineer went to my apartment requesting a donation for him to attend college. The donation ended up being a newspaper subscription. I prepaid the subscription and asked to not get the newspaper delivered as I was not interested. I received a follow up call by a Mercury News representative where I communicated I was not interested to renew as it had been a donation. Now I am getting a bill for a 20 week subscription term I didnt agree to. Although its $11.20 its really the fact that I never agreed to this and these practices need to stop. I called the mercury news today and I was explained that this balance was due for the 20 week trial period and that if I wanted to prevent collection I had to pay the balance.

Desired Settlement: I don't want to pay the $11.20 the Mercury News claims is on an acoount that has been terminated and I dont want to go through the burden of fighting a collections claim. My account number is XXXXXXXXXXX.

Business Response: Initial Business Response /* (1000, 21, 2014/10/27) */ Received business response via email on 10/24: Dear Mr **********, Please accept my apologies for the frustrations you have encountered with the Mercury News. The issue has been researched. Your account has been closed in good standing. A refund in the amount of $11.20 remitted for the account. Please feel free to contact me directly at XXX-XXX-XXXX should you have any further questions pertaining to the account. Regards, **** ************ Retention Manager Bay Area News Group

11/4/2014 Advertising/Sales Issues
10/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: CONTINUED DELIVERY SERVICE I INFORMED CONTRA TIMES BACK IN JUNE 2014 THAT I WOULD RENEW MY SUBCRIPTION SINCE MY 12 MONTHS SERVICE WAS COMPLETE AND I KNOW LONGER WANTED IT DELIVERED THEY CONTINUED TO DELIVERY THE SUNDAY PAPER I THEN NOTIFIED THEM IN JULY AND AUGUST TO STOP DELIVERING THE PAPER THEY CONTINUED. NOW THEY ARE TRYING TO CHARGE ME FOR THOSE PAPERS I CONTACTED THEM IN AUGUST AGAIN BUT TO KNOW AVIAL I DO NOT OWE THEM $11.98 FOR A SUBSCRIPTION THAT I PRE-PAID FOR A ONE YEAR SERVICE ACT#XXXXXXXX

Desired Settlement: STOP SENDING ME THESE INVOICES REQUESTING PAYMENT

Business Response: Initial Business Response /* (1000, 5, 2014/09/26) */ We apologize for the inconvenience. We have cleared all balances on the account and the account remains in excellent standing in the event your would like to resume delivery of your newspaper. Thank you again for your subscription and please feel free to contact me at anytime if you need assistance. ****** ********** Administrative Services Manager Bay Area News Group office: XXX XXX-XXXX ***********@bayareanewsgroup.com

10/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They've been calling me every day from different phone numbers saying I owe them 25 dollars I paid for a year of Sunday paper up front at an Oakland Athletic's game last season. After it was up they've called me every day saying I owe them a year of Sunday paper and if I pay I'll get a year free. I feel they are trying to bully me into buying a subscription

Desired Settlement: I want to be left alone and for them to quit giving away my info

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ We apologize for the inconvenience. We have cleared the balance and no monies are due for The Argus newspaper subscription. We will also work with our marketing team to ensure no additional calls are made. If you have additional questions; please feel free to contact me. ****** ********** Administrative Services Manager Bay Area News Group office: XXX XXX-XXXX ***********@bayareanewsgroup.com Initial Consumer Rebuttal /* (2000, 7, 2014/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They state that I wil be left alone and nothing owed so I'll be happy with that

9/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I gave my information to a representative and was lied to and told that I would not be charged for the service until after a free promotion period. I met a representative outside of a Dollar Store in ** ******* and was told that I would receive a $10 gift card if I would fill out an information page and agree to receive the Contra Costa times for free for a short period of time. I was specifically told that my debit card information was strictly to show that "I was a real person" and WOULD NOT BE CHARGED. I then saw that my debit card and therefore my BANK ACCOUNT WAS CHARGED before I even received my supposedly free paper. I then called to cancel the service I NEVER ACTUALLY AGREED TO BUY and they told me it could take up to 30 BUSINESS DAYS to refund my money. LUCKILY I have plenty of money in the bank and so an erroneous charge like this one did not hurt me too much BUT this offer was clearly targeted at people WITH MEAGER MONEY (the kind who would shop at a Dollar Store and jump at the opportunity to receive a free $10 gift card). THIS IS CLEAR BAIT AND SWITCH AND DECEPTION WHICH TAKES ADVANTAGE OF POOR (and probably minority) communities that may not have the means or know how to reverse these DISHONORABLE AND PROBABLY ILLEGAL charges. I want the Contra Costa Times to discontinue all of the sign-ups that they received that day when they LIED TO POTENTIAL CUSTOMERS, refund their money, and truly offer those people a free period of paper subscription and then ONLY AFTER THOSE PEOPLE EXPRESSLY SAY THEY WANT TO CONTINUE WITH THE SERVICE AND UNDERSTAND THAT THEY WILL BE CHARGED FOR IT, will they then charge their accounts. I see a class action lawsuit in the future if these DISREPUTABLE business practices continue. If needed, I can provide a copy of the sign-up paper I filled out and the name of the person who signed me up (he had the nerve to request I report how great his service was and so I got his name) and therefore LIED TO ME AND ALL THE OTHER CUSTOMERS HE INTERACTED WITH THAT DAY. And oh he was not alone so at least one other person who was with him HEARD HIM LIE TO ME AND MISREPRESENT THE OFFER and said nothing. Both of these people need to be reprimanded if they acted on their own but if they did what they were supposed to do (i.e. lie and cheat potential customers) then the larger company (Contra Costa Times or whatever they are now called) SHOULD BE PUNISHED.

Desired Settlement: I would like a full refund of the current charges on my account and on any of the other accounts that were FRADULENTLY signed up on the same day. And I would like them to inform me and those other customers of the deception and an explanation of how they will resolve this issue.

Business Response: Initial Business Response /* (1000, 8, 2014/09/02) */ As you noted, this practice is completely unacceptable to us and of course we will refund your charges in full. You will receive your refund within two weeks. It would be great if you could send an image of the start form and any other information regarding the sales person so we can put an end to this practice immediately. Please send any information to ********@bayareanewsgroup.com Thank you!

9/2/2014 Problems with Product/Service
7/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: San Jose Mercury News continued with my subscription without my consent My Account number is XXXXXXXXXXX. I had signed up for this when a young kid came to my home and told me that if I signup for a subscription for 6 months then San Jose Mercury News will support them for education. I agreed to signup for the subscription only for this reason. 2 months into the subscription I moved and since then I have not received the news paper. I also called into their customer service to let them know that I have moved and asked them to update my address. But even after that I did not receive news paper. I called in to confirm that the address has been updated and I also continued to receive correspondence from them but still no news paper. Then I received a call informing me that I owe them $25.42 because they extended my subscription without my permission. When I told them that I have not received news paper and also that I have never asked for extending the subscription, they were least bothered and just wanted to extort money from me.

Desired Settlement: I want them to correct this issue and as I never asked to extend the subscription they should not charge me for that. I dont care that I never received the paper to begin with as I gave the money just to help the kid.

Business Response: Initial Business Response /* (1000, 10, 2014/06/26) */ Received business response via email on 6/26/14: Dear Mr ********, Please accept my apologies for the frustrations you experienced with your newspaper subscription. I have researched the issue and taken the following actions. The account balance has been waived. I have closed the account in good standing and nothing further is due. Please let me know should there be any further questions regarding your account. I can be reached at XXX-XXX-XXXX. Sincerely, **** ************ Retention Manager Bay Area News Group Initial Consumer Rebuttal /* (2000, 12, 2014/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you **** for fixing this. It would have been lot better if the customer care executive was more helpful and was more willing to understand the problem.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A young African-American man claiming to be a rising college student solicited a "donation" to subscribe to some newspapers, and asked for 20$ cash. Date: June 17, 2014 Time: Around 9:00 p.m. Payment Amount: 20$ Payment Method: Cash A young African-American man claimed to be a student in need of money to attend college at San Jose State for engineering. He claimed he could get a scholarship if enough people donated for subscriptions to newspapers. Since I didn't want to subscribe to newspapers, he said that a 20 dollar cash donation was fine, so I gave him 20 dollars in cash. After he left, I read the receipt that said "no donations accepted" as well as "all proceeds are used to pay for my subscription, and not for any other purpose, including college tuition or any other donation." I searched this issue online, and found this to be an issue on yelp and elsewhere. Thus, this was dishonest sales and clearly a blatant violation of what the receipt stated.

Desired Settlement: I wish to get my 20 dollars back, and I want to cancel any subscription that I may have made to any newspapers. Also, I wish for my contact information not be used for any marketing purposes or anything else by the Bay Area Newsgroup.

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ A refund of $20 was sent out today to Mr ****. We apologize for the misrepresentation that lead to his Donation. Initial Consumer Rebuttal /* (2000, 7, 2014/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received, and I am currently undergoing the process of unsubscribing.

5/29/2014 Billing/Collection Issues
5/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Complaint the mercury news continued my service without notice. Some time ago, a high school student came and asked for donations for his college and I donated some cash to him and he offered me 1 year (or maybe 6 month I forgot) newspaper subscription. He never mentioned I need to cancel after one year if I don't want to continue. Today 4/17/2014 I got a bill statement from The Mercury News that I owned them $20 for the next 20 week subscriptions(2/27/2014-7/13/2014). Then I called them up to cancel right away. As I said in the conversation with the customer service I won't pay a penny since I never aware of this continuous subscriptions. I thought the subscriptions will stop automatic like my other magazines if I didn't pay. How come they do such trick with the people who donate!!! I'd rather donate the same amount to that college student but not to the mercury news. Also on the account they spelled my name incorrectly. They spelled my name as ******** ***** I wrote to them several times to correct that. But it never got corrected.

Desired Settlement: I'm not going to pay anything to them! Thank you for your understanding!

Business Response: Initial Business Response /* (1000, 15, 2014/05/20) */ We apologize for any confusion. The order form that was part of the customers order states that delivery of paper will continue past the introductory period at our regular subscription rates. If the customer does not wish to continue past the introductory period they are instructed to call to the paper stopped. We will waive the balance on this customers account that was generated. Initial Consumer Rebuttal /* (2000, 17, 2014/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A salesperson came to my door. we decline to subscribe. He then asked for a one time donation for school. We issued a check. He signed us up anyway. A salesperson came to my door. we decline to subscribe. He then said he was a student and would really appreciate a one time donation. He asked for a check between $10 to $20. He said the Mercury would give him credit, even for this ONE TIME donation. The check was not cashed. Instead without our consent, he took the routing number and account number from my check and started a unauthorized debit from my account. I contacted the Mercury newspaper immediately and explained what happened. The person insisted I must of willingly subscribe, he then went on to say that even if I didn't subscribe then that I should take the deal as it was cheap. Never did he apologize, nor did he offer a refund. He said someone would follow up in 30 days. I have not received a call back, nor my money back.

Desired Settlement: I need a refund, and I would like to make sure the dishonest employee is disciplined for his poor behavior by mercury. I would never like to see one of their salesperson at my door step again

Business Response: Initial Business Response /* (1000, 5, 2014/04/18) */ Dear Ms. *******, Please accept my apologies for the frustrations you experienced with your subscription. I have reviewed your account. The account has been stopped and is closed in good standing. A refund in the amount of $9.90 will be remitted to you for the payment drafted from your account. My contact information is provided below should you have any further questions regarding your account: **** ************ Retention Manager Bay Area News Group XXX-XXX-XXXX Sincerely, **** ************

5/6/2014 Advertising/Sales Issues
5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife, **** ******** continually had bank account debited for a subscription she cancelled on several different occasions. My wife, **** ******** continually had bank account debited for an Oakland Tribune subscription she cancelled on several different occasions. The paper stopped coming for several months but her bank account kept being debited. Calls to customer service were made on 3 separate occasions, none of which helped. The business has continued to bill a checking account that she recently closed, which is causing credit issues, and will lead us to eventually go through the process to claim that these are fraudulent charges

Desired Settlement: I would like to be refunded the $25 overdraft fees that have accumulated. I never want to receive any bill or charge from the Oakland Tribune again. We cancelled the subscription long ago and never want to receive their paper again.

Business Response: Initial Business Response /* (1000, 9, 2014/04/21) */ Received business response via email on 4/18/14: Dear Mr. ********, Please accept my apologies for the frustrations you experienced with your subscription. I have reviewed your account. The account has been stopped and is closed in good standing. A refund in the amount of $25.00 will be remitted to you for the overdraft fee you incurred. My contact information is provided below should you have any further questions regarding your account: **** ************ Retention Manager Bay Area News Group XXX-XXX-XXXX Sincerely, **** ************ Initial Consumer Rebuttal /* (2000, 11, 2014/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for you help and understanding.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: contra costa times el cerrito journal:I've called 12x to stop unwanted delivery;no success;it keeps getting delivered.my toddlers have tripped 2x onit I've called numerous times to stop unsolicited delivery. it's a trip hazard and a burglary risk. I've asked to speak with supervisor, never a callback, always disconnected waiting on hold. I've called editor....no success. This is littering, nuisance and trespassing. please ask them to stop delivery papers or face a lawsuit

Desired Settlement: STOP DELIVERY PERMANENTLY. ALSO PROVIDE ME WITH SUPERVISOR AND CARRIER DIRECT PHONE/CELL#

Business Response: Initial Business Response /* (1000, 8, 2014/02/18) */ We do apologize for the inconvenience caused to you. We have stopped the delivery at this address. We will make sure that no WCT or El Cerrito Journal is delivered at this address. Contact info -************* Thanks, Initial Consumer Rebuttal /* (3000, 10, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) the paper continues to be delivered and thrown haphazardly on sidewalk by carrier. We've even contacted police to attempt to intercept carrier in wee hours of morning. We've contacted your editor who previously referred me to this 925 # where we left unreplied voicemails. this response is not acceptable until paper delivery has stopped for 4 consecutive FRidays. your carrier and circulation supervisor simply do not care for welfare of residents by throwing unwanted papers everywhere. Apologies are no use. Action is needed. Until there is evidence of permanent delivery stoppage, no response is acceptable. in addition, direct contact cell of carrier and superviser is to be provided to ensure stoppage occurs. Note that any further delivery of paper will be considered trespassing, littering and nuisance. Do not enter property or drop any more papers on property. Do not trespass on property. Any further delivery considered littering and trespassing and will be reported for prosecution. Final Consumer Response /* (2000, 14, 2014/04/07) */ so far no paper delivered...so appears resolved finally

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we get DAILY calls from SJ Mercury news. I have called them and left voice mails to stop calling. They try and bill us for a paper we never ordered Not only do they send sales people to my door, and then have us sign a piece of paper saying that states in small writing that your signature states that you are ordering the paper from us...when in fact i was just giving a donation to a high school student, but the calls are extremely annoying and need to stop. it's an automated dialing service that calls us daily. I would pick up the phone to talk to someone but they simply hang up.

Desired Settlement: there are many class action lawsuits out there against companies for very similar behavior. I would like the calls to stop.

Business Response: Initial Business Response /* (1000, 10, 2014/03/31) */ Received business response via email on 3/31/14: Dear Mr ******, Please accept my apologies for the frustrations you have experienced per your complaint. Your information has been removed from any further contact efforts. Please feel free to contact me directly should you have any questions regarding the matter. **** ************ Customer Service and Retention Manager Bay Area News Group XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 12, 2014/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/11/2014 Advertising/Sales Issues
2/27/2014 Problems with Product/Service
2/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called to cancel my service the first week of October as my house sold and I moved out of the area. Now I am receiving a bill for three months of service and I only was in the house for the first month which I am happy to pay. However, the paper is saying that I never made the call to cancel my service and is charging me the full three months. Product_Or_Service: Newspaper Delivery Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I am sending a check for the full three months of payment as the paper says they will not modify the bill as a cancelation was never recorded.I would like two months payment returned to me as I left the house the second week of October.

Business Response: Final Consumer Response /* (2000, 16, 2014/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I will be completely satisfied once I receive the refund of my payment. Thank you for your assistance with the resolution.

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Receiving subscription renewal notices even after the term of subscription, didn't authorize to renew. Cancel subscription doesn't work over phone. Hi, A student came by my house to sell theSan Jose Mercury news paper for college. I gave a check to deliver at my door for a finite term. I didn't do a subscription renewal and also I moved from that address. Still I am getting subscription renewal notices and amount due notices. But I had paid upfront for the term i subscribed and I dint renew also. So I am confused about the notices. While going through the Yelp reviews, I understood this is common practice by the company. Please let me know why I am still receiving these emails. As some amount due is shown in notices, please send me the agreement details/any other information on how this amount due happened. I haven't authorized a renewal of this subscription. Also the cancel option over phone doent work. Account number: *********** Thanks & Regards, *******

Desired Settlement: Cancel subscription and drop the amount due for the subscription that I never made.

1/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for service. 1 month without delivery, but card was charged. Asked to cxl and for full refund, but started getting deliveries instead. I signed up for delivery service. A month and a half went by without delivery service, but my credit card was charged multiple times. I called and asked to cancel my subscription and demanded a full refund. The customer service rep offered me two free weeks of delivery. I insisted on cancellation and a full refund. The rep once again offered two free weeks of service. I said, "Thank you for trying, but that is not what I want." The rep said she would pass on my complaint to her supervisor. I asked what that meant, and she said "Your refund will be processed in 30 days." The very next day after I had called to cancel my service (which I never received) I started receiving delivery service. My erroneous charges have not been refunded.

Desired Settlement: Immediate full refund of all of my charges and cancellation of my subscription: Charges: 9/30/13 - $9.90 10/15/13 - $5.95 11/12 - $5.95 TOTAL - $21.80

Business Response: Initial Business Response /* (1000, 9, 2013/12/18) */ Received business response via email on 12/18/13: Dear Ms ******, I appreciate you bringing this item to our attention. The issue has been researched. Your account has been closed and a refund in the amount of $21.80 will be issued. Please let me know should you have any further questions regarding the matter. I am reachable at ************* Sincerely, **** ************ Retention Manager Bay Area News Group

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SJMN has disrespected our members many times by trespassing, using dishonest sales practices, verbal abuse, and racial slurs. San Jose Mercury News has targeted ******* Plaza many times over the past few years. The individuals involved trespassing on our private property and have consistently displayed a complete and total lack of respect for our community as well as general common decency by using dishonest sales practices (claiming to live here), verbal abuse and racial slurs toward residents, and public urination on our property. The most frequent offender has been identified as ****** ******* This individual has shown a complete disregard for the ******* Plaza community by ignoring repeated warnings that soliciting is not allowed on the property, urinating on building ***** verbally attacking a resident using racial slurs as well as repeated lies to members that he lives here. **** ******* was contacted on 4/25/13 by our property manager, *** ***** and advised of our complaint with detailed information, including dates, times and pictures of the perpetrators. Mr. ******* responded on 4/26/13 that he would take care of it. However,we have had two events since that time, including one on 11/6/13 with the same individual. We have detailed records of these events, including photos and surveillance video, available upon request.

Desired Settlement: 1. We request that San Jose Mercury News and/or it's affiliates, contractors, etc. cease and desist from any and all future soliciting/trespassing on ******* Plaza property. 2. We request a formal, written apology from SJMN to our members for the abusive tactics used by their salespeople. This letter must specifically state that SJMN (and/or affiliates, contractors, etc.) will never again trespass on our property again. 3. We request confirmation of disciplinary action taken against the individuals responsible for the unacceptable behavior described in our complaint.

Business Response: Initial Business Response /* (1000, 10, 2013/11/18) */ We have now identified both of the individuals that you provided the pictures of. We have notified our contractor ********** Newspaper Sales that these two individuals are no longer to be used. We have also notified them that any re-occurrence by any of their representatives will have severe consequences. One behalf of the Bay Area News Group please except our apology for any inconvenience this may have caused the MTPHOA and their residents. Sincerely **** ********

11/20/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Cannot terminate newspaper subscription(s)that we never placed. My wife gave a sales guy at our door who said he was working his way through college $20 to go away. He was apparently selling subscriptions to San Jose Mercury News. Newspaper droppings started appearing on our driveway some, but, interestingly, not all mornings. We got paperwork showing that BayAreaNewsGroup believe we were subscribed to SJ Mercury News. We got paperwork showing that SF Chronicle thought we were subscribed. Called Chronicle today, I believe we have successfully unsubscribed. Called BayAreaNewGroup today. Phone tree does not understand "cancel" spoken by native speaker of English. Got in the cancel queue, phone call was dropped. Called again. Got agent by not declaring my business. He made multiple errors concerning the delivery address that I repeatedly gave. He said they were having computer problems. He asked me to wait on hold, which I agreed to. Call was again dropped. We want the subscription cancelled, NOW. Contact information is on the complaint. DO NOT CALL, DO NOT UPSELL, DO NOT DOWNSELL, CANCEL THIS SUBSCRIPTION THAT WE DID NOT EVER PLACE AND STOP WASTING MY TIME AND LITTERING MY DRIVEWAY AND FILLING OUR LANDFILLS. Small wonder your industry is going down the toilet. In your case, anyhow, it's well deserved. What a shabby customer experience this has been.

Desired Settlement: CANCEL THE SUBSCRIPTION(S)!

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ We have cancelled the subscription and placed their phone number on our do not call list. Final Consumer Response /* (2000, 8, 2013/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paper missing once a week for several weeks. No paper at all since 10/20.Called Subscription service 10/22. Explained that my 7-day delivery is not regular, and paper is thrown under the car in driveway always. I have to get a flash light and broom to get on my knees and push the paper to area that I can reach. He promised to talk to carrier and I would get a paper today. No paper 10/23. My husband told me to stop the paper. I called the number. Man on phone pleaded with me - I said stop it! He said he would transfer me. I was on hold over 20 minutes, and then disconnected!This happened twice, making me even more upset.I wish to stop the paper. Please have them give me a refund! thank you

Desired Settlement: DesiredSettlementID: Refund 1. Explain to the subscrption dept. customer service people, that they should deal respectfully with customers, not leave them "hanging" on phone.2. Send me a refund since I just paid the subscription again sept. 5th.And yes, the check cleared the bank.

Business Response: Initial Business Response /* (1000, 10, 2013/11/13) */ We'll send the refund . Unfortunatelly we experienced many carrier trying the route but it was not working. Final Consumer Response /* (2000, 12, 2013/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/12/2013 Billing/Collection Issues
11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unordered newspapers are delivered to my address without my consent or payment. I have contacted circulation dept. over 6 + weeks and no change. I have recorded as least as early as 8-7-13 that unsolicited newspapers are delivered to my address every Friday. I have made at least 4 phone calls since 8-7-13 to request a stop to the delivery of the newspapers. I continue to receive the newspapers every Friday. If I am out of town, then the newspapers sit in my driveway for multiple days which is a clear sign to criminals that I am not home. I live in a crime area of Oakland with regular home invasions, and I am scared that my home will be broken into because there is a newspaper in my driveway that I did not order.

Desired Settlement: No settlement requested. I want to paper delivery to stop.

Business Response: Initial Business Response /* (1000, 8, 2013/10/24) */ Dear Mr *****, Please accept my apologies for the frustrations you have experienced. The issue has been researched. All newspaper deliveries will cease immediately. Please contact me should there be any further issues regarding the matter. My contact information is included below. **** ************ Retention Manager Bay Area News Group ************

11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contra Costa times took money for a 13 week subscription and have not delivered and I can't get my money back. I have been complaining for 6 weeks. Contra Costa Times sold subscriptions at a Kiosk at Pleasanton Farmers Market. I purchased the subscription, paid in advance (which was a requirement). My subscription was to start on Aug 23rd to deliver the paper on Thursday, Friday and Sunday each week for 13 weeks. After 2 weeks of no paper, I contacted Contra Costa Times. They apologized and guaranteed the paper will be delivered within a day or two. One paper was delivered and then no paper again. I called again and they guaranteed that my paper would be delivered if I gave them another chance, it was delivered for 3 days and then missed delivery again. I tried to get my money back. They asked for another chance. After an hour or insisting to get my money back, they agreed but I need to waif 2 weeks. Someone called immediately aafter that call and tried to resume my delivery. She assured me that I'd get my missing paper immediately but at the end of the day, it was not deliver. I want my money back but can't get a confirmation that I will.

Desired Settlement: I want my money back. I have no desire to work with this company as they proved on 5 different occasions to not keep their word and not to deliver on agreement. The only definite thing they did was to take my money.

Business Response: Initial Business Response /* (1000, 8, 2013/10/24) */ Dear Ms ********, Please accept my apologies for the frustrations you have experienced. We strive to correct delivery issues quickly and I'm sorry this matter wasn't correct for you. The issue has been researched. Your account has been stopped and closed in good standing. A full refund has been processed. Thank you for your understanding in the matter. Please feel free to contact me should there be any further questions regarding the matter. I am including my contact information below. **** ************ Retention Manager Bay Area News Group ************

11/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple attempts to cancel my subscription were failed. Mercury News never stops delivering paper that I do not want anymore. We called Mercury News in July 29th, 2013 to cancel my subscription. The account number was ***********. We were told it was cancelled and we would not receive any new delivery from Aug. 25th. Wrong. They keep delivering paper to us even up to today (Sep. 15th). On Sep. 9th, we called them again to cancel the subscription and stated that we would not pay any money to them since it was totally their fault. Instead we were harassed by a customer representative **** and no cancellation confirmation was given over the phone.

Desired Settlement: 1. Mercury News must stop delivering newspaper to us as we already cancelled the subscription months ago. 2. Due to Mercury News' internal error, the business should not claim we owe any subscription fee, at all.

Business Response: Initial Business Response /* (1000, 14, 2013/10/21) */ Received business response via email on 10/21/13: ***, I just spoke with *** *********, Branch Manager for San Jose Mercury News home delivery. He tells that the delivery has been stopped as requested, however he has had some trouble reaching ****** to determine her satisfaction after multiple calls. Cordially, **** ******* Consumer Sales & Marketing Director Bay Area News Group

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a letter from a collection agency that I owe money to Contra Costa Times. Never dealt with them and don't know how a debt appeared. I got a letter from a collection agency (Coast to Coast Financial Solutions) that I owe $24.70 to Contra Costa Times. Account No (with Contra Costa Times) ********. I never dealt with Contra Costa Times and didn't subscribe anything from them. I called to Contra Costa Times on 07/30/13 and spoke to *****. She told me that a fee is waived, but could not explain how that subscription appeared. Nevertheless, the debt is still with the collection agency.

Desired Settlement: I require that Contra Costa Times 1. Gives me apology for their wrong practice subscribing me for what I didn't subscribe myself. 2. Immediately waives the fee and notifies Coast to Coast Financial Solutions about that. 3. Issues a letter to me explaining what happened.

Business Response: Initial Business Response /* (1000, 5, 2013/08/09) */ Dear Mr ******, Please accept my apologies for the frustrations you have experienced. I have researched the issue. The account balance has been waived and is now closed in good standing. It has also been removed from any further collection efforts. Should you have any further questions regarding the account, please feel free to contact me. My contact information is: **** ************ Retention Manager Bay Area News Group ********************************* ******************** tel # ************ Thank you again for your patience and understanding. Final Consumer Response /* (3000, 10, 2013/09/17) */ I received a bill of $39.90 for the newspaper (The Argus) renewal I didn't renew. I received a bill of $39.90 for the newspaper (The Argus) renewal I didn't renew. The account No ********. I tried to contact Customer Service, spoke to ******, but he was not able to answer questions regarding how the renewal notice appeared. Put on hold to get to a Supervisor, didn't get. Would like to know who and how did renew my subscription and why I am billed for something I have not done. I would like that 1. The debt of $39.90 is eliminated. 2. They explain me why they renewed my subscription if I had not done that. 3. They give me apology for their wrong practice.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was the victem of desceptive sales tactics and i am having trouble canceling my acount. Please help. About 2 months ago, a young male came to my door about 8:00 pm at night. He was selling subscriptions to the San Jose Mercury News as a joint fundraising effort to assist with his college tuition and related expenses. He further explained that he was a foster child who had overcome much adversity in his life, but he was happy to announce that he had turned his life around and recently was accepted into the San Jose State Engineering Program. I feel that I am a good judge of people and I felt that he was not being honest. I told him I was skeptical of his story and he immediate became very defensive and started aggressively playing the race card. His pity party actually worked; I capitulated and gave him a check for $25.00, which was supposed to be for a 3 month, no strings attached subscription. He also promised me a coupon book that consisted of over $150.00 in saving. I'm sorry to say my intuitions of the young salesman were indeed correct. Not only was the 3 month, no strings attached, subscription not the case, I also never received the promised coupon book. The coupon book is not really a big deal, but when you combine it with the fact that the SJMN was deducting the monthly subscription fee without my consent; I have a real problem with it. Unfortunately, this was just the beginning of my problems with SJMN. As soon as I realized that they were taking automatic deductions from my checking account, I called to cancel any future subscription. I was met on the other end of the phone by an equally aggressive sales man who would not take no for an answer. After several attempts to request that he close my account, I became very frustrated and threatened to file a complaint if he did not. He laughed and told me to go ahead. That was two week ago and I am still receiving the paper. The funny thing is, I requested 3 times that they leave the paper at my front door, which they never did. To top things off, as if things could not get any worse, another young male came to my door very late in evening last week with the same exact story; foster family and all. Without hesitation, I told him," no way". As if they were working off the same script, he became very defensive and started playing the same race card. He then said he would be just fine with a cash donation of $25.00 since I had already described. Bottom line, these are very deceptive sales tactics and I do not like being the victim of such frauds.

Desired Settlement: full refund

Business Response: Initial Business Response /* (1000, 13, 2013/10/24) */ Dear Mr *********, Please accept my apologies for any frustrations you may have experienced. The issue has been researched. Your account has been stopped and closed in good standing. Per our records you have made payments totaling $37.65. A refund in the amount of $37.64 will be remitted. Please let me know should there be any further questions in the matter. I am including my contact information below. **** ************ Retention Manager Bay Area News Group ************ Final Consumer Response /* (2000, 15, 2013/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billed for services after cancellation of those services. Subscription to local newspaper had expired. Local news office contacted me via telephone to offer continuation of services under special promotion. I declined to have the service continued. Some months later, I received a collection notice for billing of $13.94. I contacted the news office, voiced my concerns and they responded they will investigate. Subsequent telephone contact this date resulted in them telling me I have no outstanding balance but were unable to relate any further details regarding the investigation, if they were contacting their collection agency or any other information. I contacted the collection agency who advises I still owe the $13.94. Hopefully avoiding destruction of my very good credit rating, I have remitted the $13.94 to the collection agency.

Desired Settlement: I would like to have this collection expunged from my credit rating if it did indeed occur as a result of Contra Costa Times billing error.

Business Response: Initial Business Response /* (1000, 5, 2013/10/24) */ Dear Ms *******, Please accept my apologies for the frustrations you have experienced. The issue has been researched. Your account has been closed in good standing and the past due balance has been waived. We do not report matters of this nature to any credit reporting agencies. The payment remitted to the collection company will also be refunded. Please let me know should there be any further questions regarding the matter. I am including my contact information below. **** ************ Retention Manager Bay Area News Group ************ Final Consumer Response /* (2000, 7, 2013/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to send Gift Card as promised after repeated calls/complaints. After 7 times calling in, they failed to send me a promised $10 gift card from Target for the 1 year subscription made. The Agent(s) would note my complaints in their computer, but would not allow me to directly call the headquarters to deal with this issue personally. They said someone from the headquarters would contact me back and over a year no one has contacted us. The principle of the matter is not so much the gift card (it's only $10), the complaint is their failure to honor their offer when the deal was made. It is unacceptable to defraud customers by luring them into a deal and not honor their promise. I am sure I am not the only one with this complaint.

Desired Settlement: I just want them to honor their promise of a $10 Gift Card to Target or reimburse me with another year of Sunday Subscription for free. They have to learn to honor their customers and they have learn from their inability to follow through. They cannot ignore their customers, especially after repeated calls. One call should be enough to solve this issue... when it is the 7th call, drastic measures need to be made if they want to continue in their business.

Business Response: Initial Business Response /* (1000, 10, 2013/10/24) */ Dear Ms *****, Please accept my apologies for any frustrations you have experienced. The issue has been researched. A $10.00 Target gift card will be mailed to your address. Please feel free to contact me should you have any further issues with the matter. My contact information is included below. **** ************ Retention Manager Bay Area News Group ************ Final Consumer Response /* (2000, 12, 2013/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Yes! Your Essential Shopper repeatedly delivered to my home after customer service representative confirmed unsubscription on phone. The free paper YES! is delivered to my home even though I have never ordered it. I have called the number listed to unsubscribe and got a confirmation from the representative that it was cancelled. This confirmation of unsubscription occurred July 23rd, 2013 and I have still received every paper since (unfortunately I didn't note the service reps name). On the phone they first claimed that I needed the account number to cancel, and since I have never ordered this I obviously have no account number. After pushing them that they were littering on my property and asking to speak to managers, they claimed I was unsubscribed but I believe they just said that to get me off the phone.

Desired Settlement: Stop delivery of the Yes! publication from the address **************************************

Business Response: Initial Business Response /* (1000, 5, 2013/10/02) */ Contact Name and Title: *** ******* Manager BANG Contact Phone: ************ Contact Email: ************************ This complaint has been followed up on. We have stopped the paper in our computer system. We have also spoken to the carrier to make sure no more papers have delivered to this address. We have field verified to make sure the paper was stopped and it was.

10/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I never agreed to re-new our service. They continues delivery and then sent the bill to a collection agency. I called them and they did not help. I had a subscription with the contra costa times. It ended in May and I did not renew it. I told the people who called that I did not want to renew it. They continued to deliver the paper. In September I received a noticed from a collection agency asking for payment from May to September. I called the Contra Costa Times and they said they cold not help me. I told them I did not ask for them to deliver the paper. They did not help me.

Desired Settlement: I want them to remove my account from the collection agency and agree we do not owe them the 20.00.

Business Response: Initial Business Response /* (1000, 5, 2013/10/11) */ Dear Mr ******, I appreciate you alerting us of this matter. Your account has been researched. The past due balance has been removed and the account has been closed in good standing. The account has also been removed from any further collection efforts. I apologize for any frustrations you may have experienced. Please feel free to contact me directly should there be any further questions regarding your account. My contact information is: **** Swartzwelder Retention Manager Bay Area News Group ************** Final Consumer Response /* (2000, 7, 2013/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up for my subscription in 2012, I was promised a $10 Target gift card. I actually signed up for 2 subscriptions and never received gift. Was promised a $10 gift card after subscription for a year. I signed up for 2 subscriptions at the following addresses: *********************************** ******************************** I called 4 times, and each time Bay Area News group told me I'd get it in the mail in week. Every time, I have received nothing and had to call back. I have had no success in getting them to honor their promotion, even though every time I call they say sorry and that they owe me 2 gift cards.

Desired Settlement: Either deliver my 2 $10 dollar Target gift cards, or refund my credit card the equivalent $20.

Business Response: Initial Business Response /* (1000, 8, 2013/09/27) */ Dear Mr ***, I appreciate you bringing this item to our attention. The issue has been researched. Our records indicate that one $10 gift card voucher had been mailed to each of the above mentioned addresses. I apologize for an frustration you have experienced in not receiving the vouchers. Two $10 Target gift cards will be mailed to the Durshire Way address. Please expect to receive them within the next 5 business days. If you have any further questions in the matter, please feel free to contact me. I have included my contact information below. **** ************ Bay Area News Group Retention Manager ************ Final Consumer Response /* (2000, 10, 2013/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the gift cards in the mail. This is an appropriate resolution. Thanks to BBB for helping resolve my complaint!

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to San Jose Mercury News from 06/08/12 to 06/06/13After that period Company kept sending and billing the paper without a contract renewal I called Mercury News 07/13 asking them why they kept sending the paper w/out a contract and I did not want to receive it anymore. But they kept sending it ; I called again 09/09/13 telling them I did not want the service anymore and they told me that they were going to stop the service (what they did today 09/09/13), but I needed to pay around $20.00 for those couple months that I received the paper. I never asked to extend the contract. I do not like the type of business this company does, providing a service to customers w/out asking them if they want it.

Desired Settlement: I do not want to be charged for the money they are asking for the months I did not request the paper. My contract was from 06/08/2012 until 06/06/2013 that was paid in advance before getting the service.

Business Response: Initial Business Response /* (1000, 5, 2013/09/13) */ Dear Mr ********, Please accept my apologies for any frustrations you have experienced with your subscription. I have researched the issue. The account balance has been waived and is now closed in good standing. Should you have any further questions in the matter please feel free to contact me. I am including my contact information below. **** ************ Retention Manager Bay Area News Group ************

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Uses high school students to get subscriptions that are represented as being for a limited time, and then renews without consent. This company uses high school students to get subscriptions. I was VERY clear that I did not want paper beyond a certain time period paid for by my donation. However, we kept receiving the paper and are told we owe money.

Desired Settlement: First, I never wanted to be contacted by them again. Second, they should stop these sickening and unethical business practices.

Business Response: Initial Business Response /* (1000, 5, 2013/09/13) */ Dear Mr **********, Please accept my apologies for the frustrations you have experienced. Your subscription has been stopped and the account balance waived. It is now closed in good standing. Your telephone number has also been added to our Do Not Contact List. Should you have any further questions in the matter please feel free to contact me. My contact information is included below. **** ************ Retention Manager Bay Area News Group ************

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My request, dating from 7/30/13, and subsequent promise from Bay Area News Group to refund the subscription amount has, to date, not been fulfilled. On July 26 I agreed to subscribe to the Oakland Tribune with the proviso that the paper be delivered to a senior living facility. When I was later told this would not be possible I asked for a refund. I have asked for refunds on July 30, August 2, August 6 and again on August 13 when I was asked to fax a copy of my subscription receipt which was meant to ensure a quick refund. To date I have not received the $23.95 refund. On each of the above dates I spoke with service representatives in Honduras. These experiences were not satisfactory. It is impossible to find a local representative to speak with - the local number I have was automatically transferred to the Honduras service center. There has been an obvious 'bait and switch' regarding the newspaper subscription, and it has been impossible to resolve this matter in a reasonable manner. I have requested a simple refund of the $23.95 I paid for a subscription I have cancelled but without success or satisfaction.

Desired Settlement: A refund of $23.95 to be paid withing the next 10 days.

Business Response: Business' Initial Response /* (1000, 9, 2013/09/13) */ Dear Sir or Madam, Thank you for contacting us regarding this item. We will need some additional information to research Ms ********* complaint and expedite her refund. Kindly provide the delivery address for the senior living facility or receipt for the payment made. Please feel free to contact me directly if you wish. My contact information is below: **** ************ Rentention Manager Bay Area News Group ************ Thank you again for your patience and understanding. I look forward in resolving this concern. Consumer's Final Response /* (2000, 11, 2013/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This complaint has been resolved in conversations I have had with Mr. **** Balou (sp) who has assured me my check has been shredded. We spoke at approximately 3pm on 9/16/13. If needed, Mr. ******* direct line at BANG is ************. Because of the above I will not need to contact Mr. ************.

9/17/2013 Billing/Collection Issues
9/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have never renew the subscription. Please stop sending me bills. West County Times Email: *************************************** Subscription Account Number is ********. ***** ****** subscribed this West Count Times Newspaper. She used her American Airline Flight Mileages to subscribe this on February 9, 2013. ***** & I have never renew the subscription. However, the West County Times keeps sending me bills. I wrote them twice: one by letter & once by email to request to stop sending me the bills on July 1 & July 16, 2013.

Desired Settlement: I want West County Times to stop sending me bills. I do not owe them anything.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/26) */ We will cancel the balance and the billing ASAP. We have also added her to our Do Not Call list. Our Apologies for the over site.

9/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Using deceitful tactics to subscribe innocent users to get subscriptions in pretext of funding kids education. Unauthorized bank debits. In March 2013, I used to stay at **********************************************. I was approached one evening by a young foster kid who was asking me to buy newspaper subscription, so that he can work as delivery boy and pay for his education. The kid seemed to be genuine, I offered him cash of $20 and asked not to deliver the newspaper. I was genuinely interested in helping the kid not buy the silly newspaper subscription. Who reads newspaper these days anyways. However, the kid persisted he can't take cash and asked me for check. He asked me to write a $5.95 check (don't recollect whose name it was written). There was no mention of the subscription plan. He also asked me to strike of the check. Not sure why he asked me to do so. Few days later I get a call from SJ Mercury news guys confirming my payment, they don't mention about the subscription plan. They ask me to verify my address. I again repeat I don't want the kid to deliver the address and want to money to be utilized for the kid. Since then I have moved to a new place in Sunnyvale, a new kid comes to my apartment. He too is from SJ Mercury news and is persisting for a check. I get suspicious and ask him to leave. I see yelp reviews http:**************************************************. Here I come to know about the scam they have been running all this while. The started billing me $5.95/month for a service they don't offer. I get a reply in yelp to contact me at ********************************** After sending emails to these guys, they claim they don't see any records of mine nor my current/old address. They can't look up my name in their subscription list either by phone number or my full name. I ask them why I have been charged? , they forward me to some sales manager who didn't reply. They don't share their contact no# when asked and don't pick calls on the numbers posted in yelp. I have asked my bank for refunding all my money and to put a stop payment. However, I have heard stories they report issue to debt collectors and keep harassing for money we never owned. I have lost trust in people who claim to do charity. Because of people like these I shall stop giving donations and money for charity. These people run a scam employing kids and duping innocent people in pretext of helping foster kids. I am too disappointed to the level these guys can fall to gain a meager subscription.

Desired Settlement: I want the money these guys collected from my debit account to be refunded back with an apology letter. They should also stop employing innocent kids for running this deceitful fraudulent subscription service. These guys are spoiling the kids future. For gods sake DONT USE KIDS FOR RUNNING SCAMS.

Business Response: Business' Initial Response /* (1000, 10, 2013/08/20) */ Our sincerest apologies for the misunderstanding. As we have previously stated to Mr. *********** we have processed a refund for all funds which Mr. *********** should receive shortly. An order for a subscription was turned into us with Mr *********** check attached to it and was processed. We did not notice that the information did not match prior to processing. We regret the error and any inconvenience that he was caused. We do offer young people throughout the bay area an opportunity to earn money selling subscriptions door to door. They are paid a commission which can be used for schooling, family assistance or other purposes. Sometimes as is in this case mistakes are made and/or unauthorized sales practices can creep in. We have taken what we believe to be appropriate action with the individual that was involved with this problem. We thank Mr *********** for his input regarding our youth sales force. We believe far more good comes from this program which more than off sets the occasional problem such as the one he experienced.

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I use Airline miles to purchase a subscription for the newspaper. My newspaper never arrived and I was sent to collections for $13. On September 6th, 2013 I ordered the West County Times Newspaper through the United Milage Plus program. My order ID was ********** and I was supposed to be ordering 20 weeks of Sunday only West County Times with a subscription start date of 10/5/2012. The newspaper never came. Because I used my airline miles for this, I didn't worry too much about it and considered it a bad decision and a few lost miles. Then I started receiving constant harassing phone calls and bills in the mail. I figured that the business wanted me to pay to renew the subscription they never sent to me, so I ignored that. When I received the calls I would inform the person from the Contra Costa Times that I never received the newspaper, and that they should stop calling. They would tell me I should call customer service, and I would tell them that was their business since I no longer wanted a subscription with a place that would charge me for something I didn't receive or otherwise order with the intent of spending money. The San Francisco Chronicle came and went without dispute as has other magazines. Recently 6/27/2013 they sent me a collections notice for $13 over these stupid newspapers I never receive. They are placing the burden on me to clear up their delivery/accounting errors and trying to hurt my credit by saying I didn't pay a bill I never agreed to pay in the first place after they didn't even deliver when they were supposed to. At this point I am sending them a letter because I've already spoke on the phone with them multiple times.

Desired Settlement: They need to drop the charges, this should not appear on my credit history since this was not a failure on my behalf to pay a bill since the bill was unwarranted. They need to stop harassing me, and honestly my airline miles should be refunded or they can refund me the cost of the newspaper I never received since I clearly do not want to work with a company like them. I would be content if they just let it go. It was their mess up, and they shouldn't have harassed me in the first place

Business Response: Business' Initial Response /* (1000, 9, 2013/08/21) */ Received business response cia email on 8/21/13: Dear Ms ********, Please accept my apologies for the frustrations you have experienced with your newspaper subscription. I have researched the issue and taken the following actions. The account has been credited for the missed newspapers due to the delivery issue. A refund check will be mailed to you for the credited amount. The account has been closed in good standing and removed from any further collection efforts. Please feel free to contact me at 925-302-1613 should you have any further questions regarding the account. Thank you again for your patience and understanding. Sincerely, **** ************ Retention Manager Bay Area News Group Consumer's Final Response /* (2000, 11, 2013/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response is adequate as long as they stop billing me and this does not show up negatively on my credit history (if it does then it needs a note taking blame). I have not seen bills recently, and I have an email claiming that this is clear, so I'm assuming that's fine. I am still quite disappointed with the company's ability to handle a dispute and the fact that they place harassing calls to collect money even after I've told them 5-10 times that I never even received the paper. The company says that they don't have the ability for their collections and retention people to fix the billing issue which just seems absurd to me. That should clearly be fixed even if it's just transferring the call to a different number. The business is still run like a scam where it tries to trick you out of money and makes it nearly impossible to fix the problem in a simple convenient manner.

8/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sunday paper trial-tried to cancel but was hung up on repeatedly each call. My daughter talked to suprvsr who canceled it but rec'd yet another bill. I took a trial subscription of the Contra Costa Times Sunday edition for a month. After two weeks I received a call asking how I liked it. I told them I wanted to cancel. They said okay, put me on hold to transfer me to the cancellation department and then hung up. I called back and though speaking is difficult for me after my stroke in 2011, I made it known that I wanted to cancel my subscription. Once again I was put on hold for that department and hung up on. I tried calling again and went through the same thing, ending up again with being hung up on, despite telling the young man that I had been hung up on and would he please not hang up on me again. I was so tired by this that I let it go. I am 80 years old and it doesn't take much to tire me. Two weeks went by and I received a bill in the mail for $12.95 and another call from the Times, asking me how I liked the paper. I told them I had tried to cancel the paper but that I had been hung up on three times. They professed to being horrified that I was being treated that way, said they would help me get to the right department, then hung up on me again! I tried calling back two more times just to have the same thing happen again. I was so fed up with it, and so tired that I didn't try it again. I called my daughter, *****, and asked her to deal with it. ***** called the company and she talked to a man named ******, explaining all that had happened, and she added that she believed the company was deliberately victimizing her elderly mother. This statement got her special service, instead of being put into the cue for cancellations and being hung up on. ****** asked his supervisor for permission to cancel service for her and was told yes. ***** asked for a confirmation number and was told they didn't give them out. ****** assured my daughter that service would be cancelled and to trust him. Then, a week later, another bill arrived for $12.95. How can I get this company to accept that I don't want this paper? Thankfully they stopped sending it to me, but they still are billing me for it. How can I get them to stop billing me for this paper? I'm just at my wits end!

Desired Settlement: I want the paper canceled and the Times to stop billing me for the paper.

Business Response: Business' Initial Response /* (1000, 10, 2013/08/15) */ Dear Ms ******, Please accept my apologies for the frustrations you experienced when canceling your account. I wanted to confirm that your subscription was canceled effective 7/14/13. I have also taken the extra measure to waive the small account balance. The account is closed in good standing and nothing further is due. Please feel to contact me should you have any further questions regarding your account. My contact information is: **** ************ Retention Manager Bay Area News Group Tel #: ************ email: ********************************** Sincerely, **** ************ Consumer's Final Response /* (2000, 12, 2013/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) We do accept their cancelation of the service and consider it case closed, but please be advised, there should never have been a balance due as the paper was canceled within two weeks into a "free" month offer. A free month should be just that, free, with no strings attached. If that is not the case, it should not ever have been marketed in the fraudulent manner it was.

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called several times during the last 3 months to cancel the newspaper subscription, but I still got the newspaper every Sunday and I was billed. We had Sunday Print subscription to the San Jose Mercury News; my account#:***********. I called several times during the last 3 months to cancel the subscription and every time the receiver confirmed my cancellation, but I still got the newspaper every Sunday and I was billed monthly. The last time, I called ************ for cancellation, on Monday July 15, 2013, around 1:40pm. The call was received by ***, Station number ****. She told me that the subscription would be cancelled, and no delivery would be made. However, I still received the delivery on the morning of July 21, 2013.

Desired Settlement: 1. Cancel my subscription, account#***********; 2. Stop delivering any newspaper to the address in the account; 3. Refund my money of $5.95*3=$17.85 (3 months of subscription fee), since I called to cancel since 3 months ago. Also, stop billing me any more; 4. After refunding, please remove my personal information, including my name, address, and phone number, etc., from their system.

Business Response: Business' Initial Response /* (1000, 8, 2013/08/09) */ Dear Mr *****, Please accept my apologies for the frustrations you have experienced with your account. We are sorry to lose you as a subsriber. I've researched the issue. You account has been stopped. A refund in the amount of $17.85 will be returned. Please feel free to contact me should you have any further account questions. My contact information is: **** ************ Retention Manager Bay Area News Group ********************************* ******************** Thank you again for having been a subscriber.

8/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1 year ago I paid for a subscription.It ended & Mercury News charged my card without my consent for a new subscription.Never received paper or refund. Conversation started October 16, 2012 7:33pm ************** I have received the San Jose Mercury News either Sunday print subscription or Thursday through Sunday print subscription on and off over the last year. My last subscription was under the name ************* at *************************. On or around 6/12 I was charged $20.78 for a subscription that I had stopped. I contacted the SJ Mercury News and was informed by a gentlemen that he would refund my money and stop my paper, as I was still receiving it althought I stopped it. Neither one happened. On or around 7/6/12, I contacted the SJ Mercury News again and spoke with ******. She stated the man never processed my subscription and she would be doing so at that time. Apparentally my card was under the automatic payment plan although I never signed up for it. I have never recived any refund for my card being charged without my authorization and my paper subscription continued even after I asked for it twice to be stopped. I also was charged $70 in overdraft fees due to this unauthorized charge. I have also received several letters from Coast to Coast financial Solutions on 8/1/12 concerning $19.00 that SJ Mercury News is claiming I owe. I received a renewal notice on 7/5/12 stating that if I wanted my subscription to continue I would need to pay $19.00. Again this was a renewal notice. I had stopped both subscriptions! On the same notice, it even stated 7/5/12 - Stopped. Still I recieved these notices from Coast to Coast Financial Solutions asking for money owed to SJ Mercury News. I attended a Extreme Couponing seminar on 10/11/12 and paid for another subscription. At this time I spoke with the woman selling the newspapers and explained the entire situation. She stated she would look into it. I have never heard anything from her. I also received a phone call on 10/16/12 at 704 pm asking if my subscription was being received. After I told her yes, I explained everything again. She put me on hold for 8+ minutes and never came back. I hung up and called back. I left a message on her voicemail but doubt I will hear anything back. January 3, 2013 I have spoken to multiple people over the phone over the last 7-8 months and all have promised me that they would personally look into it. Also that I would hear back from them and receive my refund. Neither of which has happened. I was robbed of $20.78 plus overdraft fees, told multiple times that I would receive the money back and never have. July 6, 2013 A subscription that I paid for in October 2012 ended March 2013. I received a renewal notice and immediately contacted Mercury News stating that I did not want to renew. ******, SJ Mercury News, stated she put this into my account and that I would not be receiving a paper after my subscription ended. On July 14, I received the 2nd paper since my phone call with ******. I literally ran after the delivery person and handed him back the paper and stated, "Cancel my service please." I have also received a notice from Coast to Coast Financial Collections requesting I pay SJ Mercury News $11.00 for a subscription dated March 2013 to May 2013. I received this notice in July 2013. I never received any papers from SJ Mercury News from March to May 2013. I contacted SJ Mercury News before July 14 and spoke with a supervisor who stated that the erroneous charge of $11 would be removed from my account as I never received the subscription or requested it. I have never received any refund of any kind from Mercury News for the unauthorized amount of $20.78 from 2012. I have received several notices from Coast to Coast Financial over the last year all stating I owe SJ Mercury News money. Every time I received a notice from Coast to Coast Financial, I had either already cancelled my subscription, been told it was cancelled or wasn't receiving any newspaper at all. The first two entries dated October 16, 2012 and January 3 were sent to SJ Mercury News Facebook page.

Desired Settlement: I am seeking $20.78 that was removed fraudulently from my bank account in 2012, $70 in overdraft fees from this unauthorized charge and monetary compensation for the stress that this business has caused my family and I over the last year from the multiple threatening notices from collections, as well as the massive amount of time spent correcting my account with SJ Mercury.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/29) */ Dear Ms *****, Please accept my apologies for the frustrations you have experienced. I have researched the issues described. Based on your feedback I have closed the account in good standing, removed it from any further collection efforts and authorized a refund in the amount of $90.78. Please feel free to contact me directly should you have any further questions regarding your account. My contact information is noted below: ***************** Retention Manager Bay Area News Group ********************************* ******************** tel #: ************ email: *********************************** Thank you again for your patience and understanding. Consumer's Final Response /* (2000, 7, 2013/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I am grateful that I am being promised a refund (once again), I will be fully satisfied once the amount of $90.78 is actually in my bank account. Which I also do not know how they are going to give me a refund seeing that they no longer have my current banking information.

8/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incessant calls to renew service. I blocked a few numbers but they call from a large array of numbers which I am unable to block. Their marketing calls are unbearable. They call at all possible odd hours, during office hours, early morning around 6. This is sheer harrassment and the worst way of marketing.

Desired Settlement: I just want peace of mind

Business Response: Business' Initial Response /* (1000, 5, 2013/08/01) */ We regret the inconvienence and have now added your phone number to our internal do not call list. Consumer's Final Response /* (2000, 7, 2013/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is about sending bills out for papers I have not received let alone ordered. I asked them not to call her anymore. I have been harassed with phone calls from Oakland tribune to buy a subscription and I have told them many time not to call or send a bill for service I am not receiving. I used to have the paper delivered to me approx. 2 years ago and had the subscription canceled after I was not receiving the paper at all. They try to sell me the paper again when I asked them not to call anymore. This happened about a month ago from this date July 15, 2013 and now I just received a bill to renewal subscription. I talk with a manager and she informed me she would delete me off the system. This was promised to me before with an employee there and still have not done so. I want them to stop calling this house and stop sending me bills to this home. I am not a healthy person and this rest of the family here are also ill. It is harassment calling all types of hours of the day and sending bills here are unacceptable.

Desired Settlement: To make sure they are not to every call our home again and stop harassing us and sending bills out to us for services we have not received. I don't anything to do with the newspaper group at all. My family and I don't need them. The company should make sure their employees are not harassing the public and forcing bad sell practice and lying about the services.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/29) */ Dear Ms ***, Please accept my apologies for the frustrations you have experienced. I have researched your complaint and would like to confirm that your subscription has been stopped and is closed in good standing. You phone number has also been removed from any further contact efforts. Thank you again for contacting us. Should you have any further questions regarding your account, per don't hesitate to contact me. My contact information is: ***************** Retention Manager Bay Area News Group ********************************* ******************** tel #: ************ email: ********************************** Consumer's Final Response /* (2000, 7, 2013/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel that my complaint has been heard by someone that is in higher position and there was an apology. It's too bad that it had to come to this...but whatever it takes, I had to do it. I haven't received anymore phone calls lately and that is good thing. . Thanks for hearing my concerns


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