BBB Business Review

This Business is not BBB Accredited

Pacific Newspaper Group

Phone: (604) 605-2000Fax: (604) 605-22001 200 Granville St, VancouverBC V6C 3N3http://www.vancouversun.comView Additional Web Addresses

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BBB Accreditation

Pacific Newspaper Group is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

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

Factors that raised Pacific Newspaper Group's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

4 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues2
Billing / Collection Issues2
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Pacific Newspaper Group

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

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (4)
04/07/2014Billing / Collection Issues | Read Complaint Details

I paid $68 in advance by cheque for the Vancouver Sun for a three month fixed term daily delivery. This was the result of a sales call at my door by a Vancouver Sun representative who claimed that the Sun would donate the proceeds of the sale to support his education, and I believed this. Further, I was told that at the end of the three months, delivery would stop, and my subscription would only continue if I called the Sun to request continued delivery.
After the three month delivery agreement expired, daily newspapers continued to be delivered, and eventually an invoice for $25 was received. A member of my household paid this invoice without my knowledge.
Tendering an invoice for goods and services that were not requested is an unethical business practice.
Secondly, since we don't read the hard copy, the only possible value that a Sun subscription would have for me is access to the online (iPhone) edition. This never worked because, for some reason, validation of my subscriber status when I originally registered (when my subscription first started).

Desired Settlement
Refund of the $68 three month subscription paid in advance because the online subscriber edition was not provided. Only the non-subscriber access was provided, which I could have received for free.
Refund of the $25 paid to settle the invoice sent for delivery of the Sun after the three month fixed subscription expired.

Business Response
After reviewing the complaint I had the order that was signed by ************** retrieved from our archives, dated November 8, 2013.
The order clearly reads: if you do not wish to continue beyond the first 3 months call ************. There are initials in the box beside this text.
As for the sales technique used by the sales person, the company he works for does indeed utilize a student tuition program.
Even though the product was delivered, as an act of good faith, I am willing to refund the renewal payment of $27.18.
Since the publication was ordered, delivered and received there is no reason to refund the initial subscription purchase.
Lastly, the digital version of the publication is included in the subscription bundle. There is no reason that the access would be limited for an active print subscriber. I would like to investigate the electronic subscription portion further so any details as to number of emails or calls made to our support service centre would be helpful.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

01/10/2014Advertising / Sales Issues
09/12/2013Advertising / Sales Issues
12/13/2013Billing / Collection Issues

Industry Comparison| Chart

Newspapers, Advertising-Newspaper

Additional Information

BBB file opened: 01/08/1969Business started: 01/01/1938
Contact Information
Principal: Gary Hutton (Distribution Services)
Business Category

Newspapers, Advertising-Newspaper

Products & Services

This company offers the following products/services: Publishers of The Vancouver Sun and The Province daily newspapers

Alternate Business Names
Vancouver Sun, Province Newspaper, Sun Newspaper, The Vancouver Sun, The Province, Postmedia Network Inc

Map & Directions

Map & Directions

Address for Pacific Newspaper Group

1 200 Granville St

Vancouver, BC V6C 3N3

To | From


1 Locations

  • 1 200 Granville St 

    Vancouver, BC V6C 3N3

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in the Lower Mainland, Thompson - Okanagan, Northern, Central and Southern Interior BC, and the Yukon.. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Pacific Newspaper Group is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


Additional Web Addresses


BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


BBB began including complaint response text in BBB Business Reviews on March 4, 2014. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.


Industry Tips for Newspapers


What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.


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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.

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.

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