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BBB Accredited Business since 10/01/1984

Pensacola News Journal

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Phone: (850) 435-8500Fax: (850) 435-8505View Additional Phone Numbers2 N Palafox St, PensacolaFL 32502-5626 Send email to Pensacola News JournalView Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since 10/01/1984

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

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

Reason for Rating

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

Factors that raised Pensacola News Journal's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 6 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

6 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues3
Delivery Issues2
Problems with Product / Service0
Guarantee / Warranty Issues0
Total Closed Complaints 6

Customer Reviews Summary Read customer reviews

1 Customer Review Customer Reviews on Pensacola News Journal

Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1 Customer Review

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (6)
12/05/2013Billing / Collection Issues | Read Complaint Details

charged twice in one month without an adequate explanation
Perhaps there has been a mistake in billing:>) I have called PNJ Customer Service 3 times this week and not gotten a satisfactory explanation yet. I asked Customer Service why I was being billed twice this month . Allow me to elaborate. My VISA was lost about the time a payment was due at the beginning of this month (11/8). Around the middle of the month (10/15) (after I received my VISA card in the mail)I called PNJ with my new VISA account number. On 11/19/2013 PNJ charged my newspaper account $23.50 twice. I understand that PNJ charges "a month ahead of time" for newspaper service. So please consider explaining why a 2nd charge made on my PNJ account if I am only paying one month ahead?

Desired Settlement
Please refund $23.50 to my Visa card for an extra payment deduction made by PNJ on 11/19/2013. Please close my PNJ newspaper account and refund the difference in what's already been paid and what is actually due.

Business Response
Contact Name and Title: ***** ******** Dist. Asst
Contact Phone: ************
Contact Email: *********
Mr. ***** ******* account with the Pensacola News Journal is active and Mr. ******* is a satisfied customer. He spoke with ******** ************* on November 27th and was explained in full the charges to his account. Mr. ******* had updated his credit card info on file and a debit was made to bring his account up to date. No refund is due to customer and customer is satisfied with the explanation of the misunderstanding.

12/10/2012Advertising / Sales Issues
10/06/2014Delivery Issues | Read Complaint Details

Since subscribing to the Pensacola News Journal I fail to have my paper delivered 50% of the time. I reported issues repeatedly with no solution.
Since subscribing to the Pensacola News Journal for a 3 day a week subscription, I have failed to have my paper delivered 50% of the time. I have filled out online forms, sent emails to all company officers, called customer service and left voice messages with the publisher and circulation director. I've done these things many, many times and each time requested a credit. The newspaper no longer will redeliver a missing newspaper, except on Sundayl. The Sunday I missed my delivery, I did not get my redelivery as promised. I have not received any credit that I am aware of. The customer service office is closed on Saturday with limited hours on Sunday. Even thought I have paid in advance for my paper, it is impossible to get a copy when it is not delivered. NO ONE has responded to my repeated complaints even though I telephoned officers of the company directly. I want a complete refund of my past months subscription and action taken to assure delivery of my newspaper as it is simply impossible to do business directly with this media outlet.

Desired Settlement
One months refund of subscription price and assurance that action will be taken to correct my delivery issues.

Business Response
A one month refund has been submitted and Mr. ***** will receive a credit of $17.04 back on his credit card. The carrier has been replaced and Mr. ***** has not been missed sincve 8/24/14.

10/06/2014Delivery Issues | Read Complaint Details

I sent a check for $13.61 on 8/27/14 to renew my newspaper subscription and I have not received any papers.

Desired Settlement
Either refund money or send papers.

Business Response
Mr. Shine's payment of $13.61 only paid his past due amount. Since Mr. Shine is on a mail route payments must be made in advance. Therefore, we would need a payment in advance to restart the subscription. A bill was mailed to Mr. Shine, however since he is incarcerated he may not have received the bill. A new bill will be mailed.

05/13/2014Billing / Collection Issues | Read Complaint Details

Being overcharged for services
On march 7 2014, I had started newspaper delivery service to my home. When I checked my checking account I was charged $43.63 when one month of service was supposed to be $23. I had contacted customer service a week ago about this charge and was told.I would not be charged until may 2014. Well today April 21 2014, I was charged another $23 to my account. I had called customer service that they bill in advance for the month of may.

Desired Settlement
The amount of $23 for the amount they charged today.

Business Response
Mr. ****** signed up for the delivery of the Pensacola via a Tele-marketing offer. They are informed at time of offer that they will receive a promotional price for 3 months of home delivery. Depending on the day of the month that their delivery is started, they will pay a prorated amount for the current month and also will be charged for the upcoming month. Mr. ******'s bill date is the 20th of the each month. Mr. ****** was charged $43.83 for delivery of the Pensacola News Journal from March 6, 2014 thru April 30, 2014. On April 22nd, his credit card was charged for the upcoming month of May in the amount of $23.65. He requested that delivery be stopped due to billing problems on April 23rd. His refund was processed and a credit of $27.55 was applied back to his credit card on file. This was explained in detail when Mr. ****** called back on April 23rd. I certainly apologize for any misunderstanding and will be happy to explain the charges to him again, should he want me to contact him regarding this matter, or he can call me at XXX-XXX-XXXX. I can be reached Monday thru Friday from 8am until 5pm.

Consumer Response
I was never offered a promotional deal for three
Months even if I did three months from March would come up in June not May if
my math is correct

09/30/2013Billing / Collection Issues | Read Complaint Details

I paid for home delivery in advance on 2 accounts, 1 for myself and 1 for my mother. I got billed and cut off before my due date.
Several years ago I took a subscription for my self and my mother for home delivery newspaper. I paid in advance for one year for a better rate (you will see why before this letter ends).
Every year I can remember I have been billed for extra months. When I call I am always told we are sorry just renew and we will start from today, so I do.
I did like receiving a paper. After last year 2012, again getting the run around, I was promised the same to renew so to be sure, I wrote on my check the months I was paying for. I have a copy of the check that plainly has 8/10/12 - 8/10/13 written in the memo. They assured me it won't happen again. well here it is July 22, 2013 and I am on the phone asking for my paper to be continued. I first called the deliverer who told me the office sent word to cut me off. So I called customer service who transferred me to ******** a supposed manager who treated me, not as well as expected and basically said I would not get any more paper deliveries. She was very cold and insensitive to hear my side of the story.
I would like to receive what I paid for.
My account number is NJXXXXXXX and the one I pay for my mother is NJXXXXXXX. I also have copies of the bills and checks for the 2 accounts which again show the dates for which I paid.The check numbers were 4330 and 4332.
I can provide more than one instance their billing procedures are illegitimate by just looking at the bills. I started the same accounts on the same day, pay for them at the same time so please explain how they have not only different dates but different amounts? Next the reason I pay my mothers bill for a very good reason, just look at how much the balances due are on these accounts that are almost triple the amount I pay. They trick/scare my mother an 83 year old into paying a ridiculous amount, so I take care of it now.
I am 60 but just not as gullible as she is.
I guess maybe channel 3 news needs to be shown how people are unknowingly being duped.
I appreciate your efforts in this matter

Desired Settlement
I would like for my paper and my mothers paper to be continued until august 10th of 2013 like I paid for. It was and is plainly recorded on the check.
That, to me is such a small thing to ask.
However to be fair to me, since I am not and will not get my paper, and am having to pay one dollar for daily and two dollars for a Sunday paper plus tax since July 16th to August 10th would be twenty nine dollars plus tax of two dollars and 18 cents. And then times 2 because I paid for 2 accounts.
Well comes to $62.35.

Business Response
Mr. ****** has been a valued customer of the PNJ over the years. Unfortunately there has been a misunderstanding about the length of time his last payment covered. He did indeed pay on his account $132.45 which posted on 08/11/2013. This payment was actually due in June and covered the time frame from 6/8/12 to 6/8/13. I can only assume that Mr. ****** thought since was paid in August 2012, he would have delivery service until August 2013. Delivery was stopped nonpayment on July 16th, 2013 (grace period. Mr. ****** has been given credits in the past as a courtesy and actually had a balance due on account that was written off. In the past, he has been extended promotions that were being offered for new customers, not existing customers. Those specials are no longer available for anyone at this time. I hope that this clears up the misunderstanding, if you need additional information, please let me know. Respectfully, ***** ******** Pensacola News Journal.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
On my call to the news journal on August 7th of 2012, I was first apologized to and then promised this would not happen again with a renewal.(although this seems to be an annual problem)
It was even their idea for me to put the dates on the check so their would be no doubt on renewal time. So that is what I did, they accepted and cashed the checks on the 9th of August 2012.
I have sent you copies of the checks which clearly show I am not making this up.

This company has customer service problems.
Must I point out it took the BBB 6 or 7 times to beg them for a response. Is this normal??? Do all companies get this much preferential treatment?
I was under the impression the BBB sent out 2 requests and if no response, the company would be recognized on the BBB website as no response.
I am very unhappy with this whole deal that seems to be a waste of time.
All I asked for was to get the approx.2 weeks of newspapers I paid for and had coming.

Final Business Response
The Pensacola News Journal will process a refund of 3 weeks of Home Delivery, rather than restarting his delivery service for approximately two weeks, as requested by Mr. ******. The refund will be calculated at the regular subscriptions prices; not the promotional price paid by Mr. ******. The amount to be refunded will be $19.35. The refund is being issued as a courtesy to Mr. ****** for the misunderstanding of the time frame that he has paid. The Pensacola News Journal hopes to avoid any further misunderstanding; as this seems to have been a recurring issue each time Mr. ****** requested to renew a promotional that was intended to be a onetime only promotion. We hope that our solution is acceptable to Mr. ******.

Industry Comparison| Chart


Additional Information

BBB file opened: 10/01/1984Business started: 01/01/1962
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Contact Information
Principal: Mr. Terry Horne (President and Publisher)Customer Contact: Mr. Mark Everett (Circulation Manager) Jodi Bell (Advertising Director)Mr. Jason Blakeney (New Desk/Sports Editor)Ms. Becca Boles (Marketing Director)Mr. Julio Diaz (Entertainment Editor)Mr. Mark Everett (Distribution Director)Mr. Gary Ghioto (Chief Content Editor)Ms. Katie King (Images Editor)Mr. Tom Ninestine (Opinion Editor)Mr. Richard Schneider (Exec Editor)Ms. Kim Thomas (Interim Exec Editor)Ms. Teresa Zwierzchowski (Web Anchor)
Business Category


Alternate Business Names
Multimedia Holdings

Map & Directions

Map & Directions

Address for Pensacola News Journal

2 N Palafox St

Pensacola, FL 32502-5626

To | From


2 Locations

  • 2 N Palafox St 

    Pensacola, FL 32502-5626Fax: (850) 435-8505

  • PO Box 12710 

    Pensacola, FL 32591-2710

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 Northwest Florida. 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.

*Pensacola News Journal 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 Phone Numbers

  • (850) 479-4800
  • (850) 435-8582

Additional Fax Numbers

  • (850) 435-8633
  • (850) 469-8282
  • (850) 435-8694
  • (850) 479-7400

Additional Web Addresses


Additional Email 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 01/01/2013.

BBB reports the complaint response text for all reportable complaints against a business.


Industry Tips for Newspapers


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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

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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

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