ComplaintsforGazette/gazette.com

• Initial Complaint

  10/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  It is rather sad, and concerning, that we have been unable to resolve this issue at a lower level, despite five attempts.In May or June of 2022 we contacted the Gazette to request they discontinue delivering the Tribune to our residence. We had four concerns leading to our request:1. We never requested to receive the Tribune 2. When the paper is delivered while we are out of town and then not picked up it can alert criminals that we may not be home, which can increase the likelihood of our home being burglarized.3. These papers being delivered in our neighborhood often results in them being blown or washed away contributing to litter in our neighborhood, which makes our neighborhood look junkie and can even negatively impact property values.4. As we do not want this paper to be delivered, this is wasteful and harmful to our environment.After initial contact in May or June, we stopped receiving the paper for several months. However, in August, we started receiving it again. I contacted the Gazette 2 times through their website asking them to stop delivering the paper. At this time, I noted that I had a serious leg injury that made it difficult and even potentially harmful for me to walk down to get the paper and throw it away. I never received a response from the Gazette and kept receiving the newspaper. I called it twice asking them to please stop delivering the paper and explained why each time again. Although intermittent, we are still receiving the Tribune (including today) after five attempts to get them to stop delivering it over a 5 month period. I now had another surgery that makes it more difficult for me to have to go down to get the newspaper.This is a really simple request. It should not take ******************* and a BBB complaint to resolve something so simple. It is disrespectful of my time to not honor this simple request. All I'm asking stop delivering something we never requested to begin with.

  

  Business response

  11/01/2022

  The Gazette wants to apologize for the delivery of the Tribune. We have contact the field manager for your area along with the Director of Circulation Operations. The Tribune should no longer be delivered to your address. Again, our apologies.

  Customer response

  11/04/2022

   
  Complaint: 18319137
  
  I am rejecting this response because:
  
  

  We are still receiving the newspaper.

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

  Customer response

  11/16/2022

   
  Complaint: 18319137
  
  I am rejecting this response because:

  We continue to receive the Tribune, including this morning, November 16, 2022. We have now been told over 5 fives that we would stop receiving this and The Tribute has not honored its word. We are at a loss about this. It is a simple request. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a trial subscription to the Gazette at a local grocery store. The representative told me that if I did not wish to continue after the trial that I needed to call the Gazette and remove the ** Pay option and tell them that I did not wish to renew. I did this on 05/14/2022. I continued to get the paper so I sent an email on 05/17/2022 to cancel. I continued to get a **** so I called the Gazette again and the gentleman told me that the subscription was cancelled and I had no balance. I have again received a **** for $20.95 and despite calling again today and talking with a supervisor, they are not willing to write off the balance as they said that I did not follow their "proper procedures." ******** the supervisor, told me that their representatives are not authorized to ask if I am calling to cancel the paper. I called and said that I did not wish to renew but because I did not use the word "cancel" so the representative continued my subscription. This is the worse customer service ever. I was advised that they will be turning me over to collections for this $20.00 balance. I will be reaching out to the editor of the paper as well.

  

  Business response

  08/04/2022

  After receiving the email from the subscriber today 8/4/22 The Gazette wrote off the balance owed and the account is at a zero balance. This was completed prior to receiving the BBB complaint.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a client for many years. They delivered my newspaper. They have had delivery issues for more than a year. Sometimes we don't get the paper. Other times it arrives between 9:00 in the morning and even after lunch. They never offered to refund charges. I complained regularly, on average, probably once a quarter. The last time I complained their customer service representative talked continuously and in my opinion would not allow me to share any reasonable information. I asked to speak to a supervisor and one did call me. They also sent their views in one direction but made sure to make it clear to me that they thought I had been rude to their employee. I did emphatically call out the employee's name multiple times while on the phone in an attempt to get him to let me speak. The supervisor cancelled our paper and sent us a check for what they felt was our prepayment. I don't think this is fair or right. I would simply like to get the newspaper delivery restarted.

  

  Business response

  06/10/2022

  The Gazette has stopped this account and refunded the amount left on the account. This former subscriber used abusive and foul language to the employees at the call center, call center management and management at the main office. The Gazette values each and every employee and expects them to be treated with respect, therefore management has made the decision not to renew/restart this subscriber. 

  Customer response

  06/11/2022

   
  Complaint: 17337626
  
  I am rejecting this response because:I disagree because I dont believe they respected me as a customer. I have tried more than five times to bring it to their attention. I believe we had a right to be somewhat upset with continued failure to provide appropriate service. I respect their employees and believe they also have a responsibility to provide appropriate and adequate response to our concern. They also should have corrected the shortcomings long before now. If they believe I disrespected anyone I apologize. However, they are not without fault. I also believe there may be bias on the part of the manager. I have talked with her before and the problem continued. I believe the challenge is on their end. If their delivery were in accordance with the appropriate agreement we wouldnt be where we are today. I was in business in Colorado Springs for more than 20 years and

   

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

  

  Business response

  06/15/2022

  Unfortunately, ************ continues to miss the main point.   His interactions by phone, with our customer service representatives, *************************** were terrible. while we attempted to review his services, his subscription account and explain the current delivery circumstances ************ chose to become abusive using vulgarity and threatening statements and tone.   As a company, we do not condone this type of behavior from our own employees, and we choose not to engage with customer who act in this way.  
  The Gazette strives for quality delivery service if *********** had chosen to approach his service complaints in a civil way we would not have ended the subscription upon his expire date.   Our choice not to extend ************ a subscription is our right as a private business.  We are doing so as to not subject our employees or contractors to future verbal abuse by ************.
  

  Customer response

  06/16/2022

   Complaint: 17337626
  
  I am rejecting this response because: I tried to respond and the text was too long and then I lost the entire response. So, I will be brief. The statement that I used vulgarity and threatening statements is absolutely false. My wife was right with me and can verify that as true. I am not sure why anyone would attempt to slander me. This must be an attempt to justify an action that is unwarranted. If I was rude to anyone, from the heart, I apologize. That was never my intent. However, we've had delivery issues with the Gazette for probably two years. We asked them for assistance 8 to 10 times over that timeframe and the problem continued. I am frustrated that they can't get us a newspaper and uphold their end of the business relationship. They had 2 different delivery men and one did awesome and the other was routinely late or failed to bring the paper at all. This entire challenge is on their end. We always pay 6 months or more in advance and generously tip our carrier when they provide quality service. I believe the manager in the center of the dispute is who is responding and they are biased in my opinion. We would like to resolve this and not seek further guidance from other professionals with whom we have business relationships. We are both in our 70s, have some hearing challenges and its hard to deal with computers which I am doing right now. I was a member of the BBB and Chamber and in business for more than 20 years in Colorado Springs. I served our nation in the military for close to 23 years and defended the right for people to have and maintain freedom of speech. I asked the BBB to arbitrate because we need your help and feel we are not being treated fairly. We simply desire a daily paper delivered at an appropriate time. 

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

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have subscribed to the Gazette since 2011. In that time my deliver has gone from my driveway to a box by the mailboxes to a designated spot in the sub-division. In Sept 2021 my long time carrier, who was wonderful, became ill and was no longer able to deliver the paper. Then the deliver problems began. From Sept 3 thru Dec 1,2021 I missed getting paper 13 days. From Jan 1 2022 to present I have missed getting a paper 14 days. I understand and appreciate the fact that getting newspaper deliver people is very challenging right now and realize being in Woodland Park makes that problem even worse. My issue is the fact that I have been charged consistently every month whether papers are delivered or not. When I call the Gazette to report the missed paper I am told each time that they are "extending my subscription date". After dealing with this problem for 9 months I realize that the statement means nothing. Each month when my credit card **** arrives there is a charge for $36.79 on my ****. Where is my compensation for the missed papers? I pay the same amount every month whether I get all of my papers or not. Yes, I realize that I have the on-line option for reading my paper which I take advantage of when my papers are not delivered. Or I put out extra money to buy a paper. I really want to continue to get a daily paper but feel like if I am paying for daily delivery and if I don't get a paper delivered I should be properly compensated.

  

  Business response

  06/02/2022

  The Gazette apologizes for the poor delivery service. The Gazettes Operations Director and the delivery manager for your delivery area has been contacted. The subscribers account has been credited an additional 30 days. This credit will not show up as detail on the subscriber invoice but the subscriber will be able to see the change in the expiration date. The adjusted expiration date is now 7/20/22. 

  Customer response

  06/02/2022

   
  Complaint: 17258495
  
  I am rejecting this response because:  Every time I call the Gazette to report a missed paper I am told that my "expiration date is being extended.  As I have stated, I always have a charge on my credit card statement.  The date I am charged changes:

  October **** - 10/18, November **** - 11/15, December **** - 12/14, January **** - 1/17, February **** - 2/22, March **** 3/21, April **** - 4/25 and May **** - 5/16.  Please note that there is only 3 weeks between the April **** and the May ****.  As of today since this all started in Sept I have missed getting a paper 30 days.  Just between April and May I missed getting a paper 10 days.  Where is my compensation for the missed papers?  You can tell me you are extending my expiration date all you want but I am billed every month.  You should be compensating people for the days that papers are not delivered.  I feel like I am entitled to a months compensation for the 30 days I didn't get a paper.  It's so inconsistent.  And no communication about what's going on.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/03/2022

  The subscriber is currently on a 15% discount. The inconsistency between the April and May autopayment is due to the commemorative edition that was delivered on 5/15/22 and the account was charged $6.99 for the special edition. The subscriber is aware of these special editions and the charges for them since they have been delivered and charged for them since 2016. These charges effect the expiration date. This account has been credited a total of 48 days since the end of February. Because of the credit applied to this account the current expiration date is 7/20/22. According to the terms and conditions of the subscription all missed papers or requested credit must be reported within 5 days of the incident or the credit will not be applied. The Gazette feels they have gone beyond the terms and conditions to satisfy this subscriber. The terms and conditions are listed in the newspaper and you can also go online at gazette.com if there are further questions.

  Customer response

  06/09/2022

   
  Complaint: 17258495
  
  I am rejecting this response because:

  Nice deflection of the main reason I filed a complaint.  That reason was the fact that I have not been compensated for the now 31 days of no paper.  I want to continue for now my subscription because despite the customer service I really enjoy the **********************.  We'll see if the service gets any better and see if I get billed between now and July.  If the service does not improve then I will make a decision about whether to continue my subscription or not.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have repeatedly called the Gazette to cancel the peak deals paper that gets delivered to my house. Since calling to cancel I have followed up three more times because they keep throwing this paper in my yard and all over my neighborhood. It seems to me that nobody wants them and nobody even picks them up or throws them away they just become trash that is all over the streets. I find this detrimental to the environment and a nuisance of littering in our beautiful neighborhood. All I want is for them to stop throwing trash that I do not want in my yard on a weekly basis.

  

  Business response

  05/03/2022

  It is not our intent to deliver Peak Deals or any product that the resident has requested to be opted out of if this has occurred we apologize. We cannot control the weather (Aka) wind. Some residence enjoy getting the Peak Deals and have requested the delivery. Those individuals would have to call in and have the delivery stopped. The Home Delivery manager has been in contact with the delivery person. They have worked together to remove your address from any delivery list. Again, please accept our apologies.   

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business continues to harass me through email daily for years. I have tried every way to make it stop - even emailing with the leadership and still they wont stop.

  

  Business response

  04/25/2022

  Customer has been removed from all ********************** email lists and a support ticket has been submitted to delete from all email databases.  The Gazette does not show any record of her clicking on the unsubscribe URL in any of the emails sent to her.
  

  Customer response

  04/26/2022

   
  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. The unsubscribe button does not work or I would have used it.
  
  Sincerely,
  
  ***********************- *******

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had their online service for several years and paid through 12/7/21. We did not want to renew their service and stopped using the online service 11/21/21. I did not pay the invoice that I received. I did receive phone calls to renew the service. When I would call back, I always received a long hold time to speak to an agent and would leave a call back number. I do work and the times they would call me back, I was not available to take their call. I finally sometime in January did get a hold of someone and informed them to quit calling and I was not going to renew my service. I was not not told during that phone call that I would have to pay for service I did not use through that date. They are billing me for service from 12/7/21 through 1/26/22 in the amount of $50.41 that I did not use, and they confirmed this. This company is very difficult to contact via phone. I made 3 phone calls today to get a return call. It took them 2 hours to return my call. I had to make sure I was ready to receive their phone call, so I wouldn't have to wait another 2 hours. I spoke to ***** and she said they they checked their records and do not have any records of me calling in January. I have records of my outbound calls. Why do they think their call records are correct and my records are not? I don't feel I should pay for a service that I did not renew and did not use. They are not very customer service friendly.

  

  Business response

  04/13/2022

  A Gazette supervisor talked to **************** on Tuesday April 5th, 2022. She had called and left a message with the Vice President of The Gazette. She said she called and told us to stop her paper and should not owe the balance on her account  Since the call center is required to record every call, I had the call center pull the calls from the phone number the sub provided us. There were two calls one on 1/13 and one on 1/27 but there was never a message left for us to call her. She called and never went through the *** to talk to a rep. **** this call was past the date of when her paper had expired. Her expiation date was 12/15/2021. She said they never used it past the due date. Our digital team does show that on 12/20/2021 the sub was still using the online e-edition. We did send out 2 renewal notices which included digital invoices to the verified email address on the account. Communication also included automated calls letting the sub know the account was over due. The invoices sent out on 11/6/20 and 11/27/20 resulted in payment therefore The Gazette is sure the contact information is correct. The sub said she did not understand why we could not waive the $50.41 since the owner was rich. 

  After reviewing with the ** it was determined the sub utilized the product and received the communication that the account was due/past due for payment and the amount owed on the account would stay on the account until payment was made.

  Customer response

  04/13/2022

   
  Complaint: 16986678
  
  I am rejecting this response because:
  

  I have records on my phone of phone calls to The Gazette.  I reached out to them several times, and was on hold.  ********** are very long when calling.  I would leave a call back, and unfortunately there were times that I could not take the call.  As per the Gazette's records we did not use the online service past our service date.  I would think that if I did not renew a service, that I should not have to pay for the service.  Their system that you have to make a call to opt out is not a customer service friendly way to conduct business.  

  We did not use this service and feel we should not have to pay for the service.  They also need other options for people that work to cancel a service.  

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

  Customer response

  04/26/2022

   
  Complaint: 16986678
  
  I am rejecting this response because:

  I again state that I do work, and when I did  make calls, it was to talk to a representative, not to be put in a que and wait for a call back.  I did talk to a representative at one point and told them that I did not want to renew and I did not want any more calls regarding renewing my subscription.  Unfortunately, I didn't ask who I was speaking with because I was in the middle of work and didn't have time to get the details.  By not renewing my subscription, I did not want to use their service any more.  That appears by the fact that we did not log in to use the service.  I think the Gazette needs to get a better system in place so customer's can talk to a representative at their convenience, not wait for a call back.  I only received 2 notices, 1 to renew and the other that they have have been trying to collect the balance due.  That is when this whole issue started.  

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

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The Gazette has been unable to provide the paper delivery service in a timely manner or at all that I paid for under our subscription. When I finally had enough with the lack of service I called to cancel and get a refund. They stated that they did not give refunds in these cases. They stated I agreed to that when I signed up. I countered with they broke that contract when they failed to uphold their end of the contract. If they cannot deliver the paper prior to noon each day or miss the delivery at all and make me call for a credit they are not doing their part of the contract. Therefore they are in breach of contract and I am due a refund of unspent funds.

  

  Business response

  04/05/2022

  Have been emailing this subscriber explaining the reason he is not getting his delivery at the same time each day is because we do not have a permanent carrier for his area. As with many businesses right now it has been very difficult to recruit new staff/independent contractors. We have increased pay and reconfigured routes attempting to have more timely delivery. This is something we work hard everyday to improve. 

  The Gazette does have a no refund policy. The terms and conditions on the back of every invoice has this information. (see attached) The Gazette tries very hard to communicate with their customers. They are very valuable to us but The Gazette will not be refunding this account.

  In the email chain that is attached, you will find the subscriber calling folks names and being condescending to Gazette staff. We are only here to help.

  This subscribers is set to stop as soon as the account balance is zero which is 6/22/22. This has been explained and understood by the subscriber. 

   

  Customer response

  04/06/2022

   
  Complaint: 16947986
  
  I am rejecting this response because: *********** failed to address any of the complaints the person who contacted me was flippant, condescending and rude.  She only kept on showing me the same document attached which does not address their failure to live up to their contract plain and simple.  This is a breach of contract issue that they have failed to address or offer any mitigation whatsoever.  I find their response ridiculous and deserving of words that will not put in this response. I not only reject their response I will do everything in my power to bash them on all social media platforms for the way they handled this.  Unacceptable on all levels.
  
  Sincerely,
  
  Hans Van *****

  

  Business response

  04/07/2022

  The Gazette has stopped the account for 4/8/2022 and has submitted a refund for the remaining balance.

  Customer response

  04/08/2022

   
  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

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Approximately November 27, 2020 at a fair at the ***************************, I was approached by a vendor for three month subscription for the Wednesday Gazette for about $23.00. On January 18, 2021, I received notice that $6+ had been subtracted from my account. The reason I was told is because I received holiday papers and on each of those dates there was a $5 fee which shortened my subscription to January 9. This was never explained and I was told specifically that I had the subscription until March 9. I do not want to continue my subscription and believe that I should receive FULL compensation for the failure of them to abide by their contract and committing fraud. They were never authorized to take out funds for "special" editions. There should also be a public acknowledgement so others cheated can receive compensation.

  

  Business response

  01/31/2022

  I have responded to this complaint several times. This is NOT a complaint for The Gazette in ************, ****. It is a complaint for The Gazette in Colorado Springs, Colorado. 

  Thank you,

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

  ***************************
  Director Of Operations
  thegazette.com  *************************************************
  PO ************************************** 52406
  office:************    cell: ************
  
  
  

  

  Business response

  02/14/2022

  The subscriber started the subscription on 11/28/21 at a kiosk booth. Before the subscriber finished the transaction he had to agree with the terms and conditions (had to click the box) and then sign his name to complete the subscription. Attached is a copy of the terms and conditions he agreed to and these are also included in a receipt he would receive in his email.  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Cancelled service, no dates saved because I honestly thought this would be a simple transaction of a cancelled service. Called the paper to cancel service the clerk responded with after x date paper will be cancelled.About two weeks later my credit card was charged for continued service. Called and was told finance would contact me, they didn't.Finally received refund. Started receiving invoices from paper. Called again, was told my service was cancelled and not to worry about the invoices. Received notice from paper that my subscription was discontinued and that I have a remaining balance on my account.Please correct account balance and to stop sending me bills, invoices, or any other correspondence.

  

  Business response

  11/11/2021

  The Gazette would like to apologize for the inconveniences to this subscriber. This was caused by the timing of our processes and should have never happened. We have zeroed the account and there is no longer any balance owed and we have removed your contact information.

  Customer response

  11/11/2021

   
  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,
  
  ***********************

*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. ↩