ComplaintsforGazette/gazette.com

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My account was automatically charged for subscription renewal without any notice of any kind. When I received the alert from my credit card of the charge, I immediately called to explain that I had moved from Colorado and no longer was interested in news from there, nor was I aware of the auto renewal of my account and I requested a refund. The representative, ****, was very rude and advised they would not refund my money under any circumstances. He said the information about my account was available online and my being unaware of the auto renewal was my problem. Automatically charging customers without advance warning so that they can decide if they want to continue receiving your service in advance of purchasing it is reprehensible. No reputable business would force people to be their customer against their will and trick them by charging them without notice.

  

  Business response

  04/10/2024

  Per the conversation with the Gazette supervisor The Gazette will refund $109.89 which is the payment of ****** minus one month of $9.99. 

  After reviewing the call with the call center representative, it was determined that ******* followed the terms and conditions when explaining the no refund policy. ******* was not rude but following protocol. This refund was approved by management outside normal business policy. The customer has been a prior customer and was required to acknowledge the terms and conditions of the subscription prior to the subscription starting. 

  Customer response

  04/11/2024

   
  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,
  
  *********************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are attempting to bill me months after cancellation. When I canceled, they said everything was clear, nothing due, and took my credit card off file, and said I should be good.However, since my "subscription" period was still paid through a certain time (even though I wanted the cancellation effective immediately), they charged me for a "holiday" edition paper after I canceled, which was an extra service I did not authorize, and happened after my cancellation.They sent me a bill, refuse the adjust it, and are threatening to send me to collections over $16 ($16 for an extra paper, which is ridiculous in it's own right). I spent a lot of time on the phone with someone who kept trying to explain it to me that it was perfectly ok for them to provide and bill for services after cancellation. She refused to waive the $16 and said they will continue to try and collect it. Kind of silly considering they will spend a lot more than $16 in the process of collection.Their ******** practices are deceitful and unethical.

  

  Business response

  03/12/2024

  The Gazette has written-off the balance owed of $16.81 and the account is now at a zero balance. 

  Customer response

  03/14/2024

   
  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,
  
  ***********************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been long term customers of the Gazette and have renewed our subscription for several years. The subscription expired in November 2023 and we did not renew the subscription. It has been our experience with every type of subscription in this industry that when the subscription period we've agreed to ends, the subscription is over. On February 27th, I received a letter from the Gazette dated February 5 saying that they regretted the subscription was discontinued and that we owed $57.51 for newspapers delivered after the subscription ended. (As an aside regarding the date shown on the letter vs. when I received it, I do not know if they waited a few weeks to mail out the letter or why the letter was dated so much sooner than when it was finally delivered to me.) I contacted customer service on 2/28/24 as it seemed like a misunderstanding and I wanted to make sure they correctly showed a zero balance on the account since we never renewed the subscription. The customer service person I spoke with was extremely rude, kept interrupting me, would not let me complete a sentence, and was so extremely unprofessional even my daughter who was sitting next to me could hear what they were saying and how badly they were treating me as a customer. I asked to speak to a supervisor and the representative refused. I advised that I would likely be filing a complaint with the BBB and that I would try to call back and hopefully reach a more helpful/respectful customer service representative. I called back and did reach a much more respectful customer service representative. Unfortunately she could not help me with the issue but at least she communicated in a professional manner. My request is that the $57.51 be cleared from the account and the account be considered paid in full. I will also try reaching out to leadership within the Gazette regarding the situation.In answer to the BBB question about military status my husband is a partially disabled veteran.Thank you.

  

  Business response

  03/01/2024

  The customer received the following notices: 

  1st Renewal- 10/24/23, 2nd Renewal- 12/1/23 3rd Renewal- 1/19/24. These notices also included a reminder phone call. Each one of these notices states in the terms and conditions the service is continuous and the customer must call in to cancel. The account was finally stopped on 2/1/24 for nonpayment. Therefore, the money owed on the account of $57.71 will remain on the account until which time it is paid. 

  See attached. 

  Customer response

  03/04/2024

   
  Complaint: 21362257
  
  I am rejecting this response because: there was not a single phone call made and in every instance in the past to continue service we have had to renew the subscription. We did not renew the subscription and only committed to the paper through the November expiration date our subscription ended. We have been long term customers and typically a business would as a courtesy removed such a charge when there is a misunderstanding. In addition, the Gazette response has not even attempted to apologize for how rudely and disrespectfully I was treated by the first customer service representative when I called to attempt to resolve this over the phone.
  
  Sincerely,
  
  *********************

  

  Business response

  03/04/2024

   Balance stands.   Management reviewed in detail the calls you have had recently with our customer service staff the call referenced by the complainant was not deemed an issue the claimant seems to think that it is bad customer service if *******/the company do not agree with her position.   ******* in question was detailed and thorough in his explanations- the claimant became belligerent when he would not acquiesce to her position and repeated that the balance would stand.  The Gazette stands behind its initial response we have provided the details and supporting documentation the balance stands and needs to be paid.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people are liars and fraud. Theyll move you expiration date without notice and blame it on policies and holidays. Dont waste your time or money on papers that will not benefit you in anyway. That lying snake at kind Sooper will write a date on your paper and the company will change again blaming it on holidays and policies. There are very few coupons and its all trash really.

  

  Business response

  02/29/2024

  This customer subscribed to the paper through our Kiosk vendor on 12/20/23. She signed the offer and checked that she had read the terms and conditions that was clearly stated on the offer and the receipt she received. The Gazette is very transparent with the terms and conditions of a subscription.

  See Attached signed receipt. 

  Customer response

  02/29/2024

   
  Complaint: 21349644
  
  I am rejecting this response because: the kiosk worker gave me a date of March 17th to end the subscription before Id be billed again yet I was billed before that date for holiday paper which I didnt opt into. I want a refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The gazette was doing a promotion with king ******* where if I signed up for a 3 month subscription, I would get a $10 king ******* gift card. I decided to try it. I meant to cancel before I was billed again, but I forgot, and so once they billed me for the next 3 months I immediately called to cancel it in November. They said that because I had already paid that they would continue to deliver papers I paid for, but that since they took my credit card off of my file, that my subscription would not renew and was canceled. In February I get a bill for the holiday papers that they delivered to me, which I did not ask for or want. I called to dispute this with customer service and they said I am required to pay the bill. It didn't matter that I didn't want the holiday papers or ask for them to be delivered, or that I had canceled my subscription months earlier. I think this is ethically wrong and illegal. However, I paid the bill because I didn't want it negatively affecting my credit. Be warned!!!

  

  Business response

  02/29/2024

  This customer went online and subscribed to the paper on 9/10/23 on one of the 65% off promotions and chose to pay by autopay. On 11/7/23 they chose to call our call center and remove the credit card information and start being invoiced for the subscription. On 12/13/23 the customer was invoiced and again on 12/27/23. On both invoices the terms and conditions which include the special edition charges are explained. The terms and conditions were also included on the original online offer and had to be acknowledged before the transaction was completed. 

  See attached.

  Customer response

  02/29/2024

   
  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,
  
  *****************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to fall festival 2023 supported Thr Gazette by doing the trial for them I DO NOT READ newspapers as I use my phone. I called Sept/ OCTOBER 2023 to cancel the trial which was to end Nov. 26th 2023 I already pre paid for. After the call they decide to run a holiday type paper and sent me a bill for $12.74. I called and lady I spoke too said the paper decided after I called and cancelled to run that paper so I owe the money for that as it affects the expiration date of the trial I alreafy paif in full for. I asked for the cancellation to be done the day I called in Sept/ Oct. But they informed me I already paid until November and they will continue until then. NOT MENTIONING once hey we will also charge you and send a bill for a paper I DO NOT want or use, against my request of asking to cancel. They said they will continue to send bills until it is paid but I honestly do NOT feel I owe anything. I did not ask for holiday or magazine papers. Im unsure also how the fact they chose to change my expiration date of trial to another without INFORMING me because of holiday papers. I wanted them to cancel in October but they said you already paid so we will stop after that to send me a bill for papers I do not want, need or use. I was trying to br supportive for community by doing the payment for papers to just get screwed over.

  

  Business response

  01/25/2024

  The Gazette shows the account at a zero balance as of 1/24/24. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gazette billed for service I DID NOT order.Their response was that on the back of some correspondence they wrote that the subscription would continue until "you call us directly to cancel". What kinda of a shady, underhanded business is this?THERE WAS NEVER ANY ACCEPTANCE BY MY PART OF ANY SUCH AGREEMENT!!!They sent bill for $111.07

  

  Business response

  12/22/2023

  After reviewing the account of **************** this is what The Gazette finds. The customer has been a subscriber on and off for the past 7 years. During that time he has received many invoices and renewal notices. He most recently received renewal notices on the following dates: 8/9/23, 9/18/23, and 11/17/23. The Gazette also sent him a notice about the amount owed on the account on 12/14/23. The customer is fully aware of the terms and conditions of The Gazette. Therefore, the amount owed of $111.07 will remain on the account and will have to be paid prior to any service being restarted. Attached is the back of the customers renewal notices which includes the terms and conditions of a subscription which states you have to call to cancel. 

  Customer response

  01/02/2024

   
  Complaint: 21043232
  
  I am rejecting this response because: I checked my Gazette Account on their website & they have a service end date of 9/30/2023; which was fine with me!  What else could this end date mean, other than out service and any charges ended on that date?

  I WAS NEVER AWARE of their "policy" or whatever.  How is it even legal to continue to bill someone WITHOUT any active concurrence or acceptance on their part?
  
  Sincerely,
  
  *********************

  

  Business response

  01/04/2024

  **************** has been a subscriber since 2017. In 2017 the subscriber also disputed the ****** owed on the account and notified the BBB. He ended up paying the grace ****** owed and restarted the account. The terms and conditions have been on every renewal notice since then. He has made payments provided from these renewal notices. He is aware that The Gazette provides our customers with a grace ****** to provide time for payments to post without interrupting service. The ****** of $111.07 owed on the account will remain and will need to be paid before any future subscription will be started.

  Customer response

  01/05/2024

   
  Complaint: 21043232
  
  I am rejecting this response because:

  The Gazette Account on their website for my account states subscription end date of 9/30/2023.

  Any rational person would read it that way..

  Remove the bogus charge & stop the practice of charging without customer approval.  I NEVER actively apporved any such action!

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started a 3 month Wednesday Sunday Gazette subscription from a guy in King ******* back in June. In July I canceled because I was leaving the State. The Gazette doesn't seem to understand no. When I returned yesterday, 15 Nov, I had a bill from them for $8.75 for some small print fees I had no clue about. How pathetic is that? I guess I'll pay it, but it beyond passes me off. I payed for 3 months of a paper I didn't hardly receive, canceled it, and receive a bill for hidden fees. I would have thought better than that of the Gazette. Thank you, *********************

  

  Business response

  11/17/2023

  Subscriber started the subscription on 6/18/23 at a store kiosk. The receipt they received provided all of the terms and conditions of the subscription. this included an explanation of the special editions and the charges with them. They also received an invoice on 8/28/23 (per the subscriber) which also contained the same information. The Gazette is transparent with the terms and conditions. The subscriber also used inappropriate language during the conversation with the subscriber service representative. The Gazette has a zero tolerance policy for this kind of behavior to the staff. Therefore, The Gazette agrees to write off the $8.75 owed on the account and will be adding a "No start" flag on this account. 

  Customer response

  11/21/2023

   
  Complaint: 20879593
  
  I am rejecting this response because: I already paid you. Which isn't the point. I signed up for a Wednesday Sunday subscription. I feel your "*****************" were a hidden cost. And I'd already canceled when your bills came. I figured they were a way to start the paper again, so I tossed them. And you needn't flag me. Despite receiving the paper on and off for over 30 years I won't be coming back. 
  
  *********************************************

  

  Business response

  11/22/2023

  The billing adjustment of writing off any balance owed on the account has been completed. The Gazette holds the right to make the decision to no longer do business with a customer who they feel is inappropriate to Gazette staff. The Gazette has made that decision with this former subscriber. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept.28,2023 I was called by a gentleman from the Gazette Telegraph. He stated that he saw we cancelled our subscription (prices are too high) and wanted to offer us a better deal. He said it was a one-time offer to get the newspaper on Wed/Sun for 13 weeks for $28.73. It would start on Oct. 1, 2023, and continue through Jan 1, ****. No other charges. On 10/30/23 I received a bill saying my subscription was expiring on 11/8/23. That is 5 weeks of delivery! I called and **** explained to me that when you buy a subscription, the money gets put in a "bag" and they take the money out whenever there is a special edition or a holiday paper. My $28.73 was used up as of 11/8/23. I consider this a bait and switch scheme. I feel a subscription should be for the time promised, not at their whim to take money out when they choose to. They have these additional charges all written on the back of their bill, but when you get a phone offer, none of that is specified. You don't get a bill until they have used up all your money. Only after I received this bill did I see that I could opt out of the special editions. That was not told to me when the gentleman called.

  

  Business response

  10/31/2023

  The Gazette would be glad to give the subscriber credit for the special edition and opt them out of any future special editions or keep the stop on the account for 11/8. We would prefer a compromise so the subscriber could keep the newspaper.

  Customer response

  10/31/2023

   
  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. You can credit the special edition and opt me out of all future special editions and we'll see how long the money that is left actually lasts.  I would like to strongly recommend that, on the phone, either for solicitation or a patron calling for a new subscription, it should be clearly verbalized that the customer can opt out of the special editions. This is simply good business practice that will prevent ill will from developing due to "hidden" costs.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a subscription for 2022-2023. In November 2022, I received a rate increase notice from the Gazette. I contacted the Gazette (I think they said I did this in March 2023) asking when my subscription would expire. I was told October 2023. On 7 September 2023, I was charged for my next year's subscription. When I called the Gazette asking why I had been charged early, I was told that my subscription end date had changed to early September. I asked why I wasn't notified of this change and they claimed I had been by having the ability to log into my account to see my subscription end date. I told them about my call earlier that year and they said they changed my end date after this call. Their reasoning for no refund to me is that 1) I had the ability to log into my account to see my end date if I had questions, 2) I was on EZ pay and 3) no refunds are given after paying, I was stuck with the settings in EZ pay (another entire year). They did not listen to any arguments I had regarding the fact that I had no reason to go to that part of my account (different page vs. reading the digital version or for putting a vacation hold) since I was told October. I had no reason to expect it would change. They claimed that there is verbiage at the bottom of page A-2 of every newspaper explaining everything. I asked why this information couldn't have been emailed to me when my subscription end date was changed and they avoided answering this question. They mailed me two notices of rate increases but they couldn't let me know when my subscription end date changed? When questioned about this practice, they said it was somewhat common for newspapers to do this. That doesn't make it right or ethical! Their business practices are not honest and an obvious ploy to cheat subscribers out of their money. They need to stop this practice for all subscribers and refund me my subscription fee.

  

  Business response

  09/15/2023

  The Gazette has refunded the customer $423.72. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩