Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ***************** to The Register-Guard account page, I have an inactive subscription. Even when I go to the "Billing Information" page, it states balance "information not available." This matches my request to stop my subscription. However, for several months The Register-Guard has contacted me, saying I have an overdue bill, though I stopped my subscription. This is inconsistent with their website. Unfortunately, most of the people I have talked to at their customer service do not speak English fluently. Therefore, I do not know if they have resolved my issue, because they continue to call. I have even emailed them at ******************************************* but the email bounces. I am frustrated I cannot get a clear answer that I do not have an overdue account and zero balance, as it indicates on their website.Best Regards,*************************

  Business Response

  Date: 04/19/2024

  April 19, 2024
  
  *************************
  ******************************************************************************  97209
  Daytime Phone: **************
  E-mail: *************************************************
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************* and his eNewspaper subscription to **************** Register-Guard, account #*******. On 7/6/2023, ********************** signed up on our website for a promotion of $1.00 for 6 months converting to $19.99 on 1/6/2024. ********************* did not call to cancel the subscription with us before the 1/6/2024 renewal date as required in the disclaimer that was agreed when he signed up. Declining credit card charges does not cancel the account and a call to customer service is required. ********************** owes for the 3 months that the digital subscription was active before it was automatically canceled on 4/5/2024 for nonpay. The amount due is $59.33. This is why he is being contacted by collections.
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  If a cancellation is requested, it is processed at the end of the current subscription term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer Answer

  Date: 04/19/2024

   
  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. I will contact The Register-Guard on Monday, April 22, 2024 and make the payment in full.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.Paper not delivered on a consistent basis as paid for 2.Paper not delivered when missed the same day as promised 3.**** not being sent to address for payment as discussed and promised.4.RG deleted me as customer without notice 5.RG was prepaid yet decided to start delivery three days following payment even though it was scheduled the following day per customer service ********** service has been nonexistent. Cannot provide any help whatsoever. It is a crime to call this papers customer service by that name.I feel this paper sabotaged its delivery accounts to get them to subscribe electronically. Nothing but trouble and errors from day one.*********************

  Customer Answer

  Date: 02/12/2024

  On numerous occasions when the paper was not delivered and a phone call was made I was told I would be credited for the error and I was told I would receive a paper that same morning. Not once on theses numerous occasions was a paper delivered. I was also never credited unless I was able to contact a person and not the standard recording . I was able to contact a person twice. 

  Business Response

  Date: 02/12/2024

  I reached out to the customer by phone and left a message.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21277900
  
  I am rejecting this response because:

  An apology was given but obviously forced by BBB or it would not have existed.

  Three papers were delivered that were not originally delivered and customer service advised that they would not be. Again delivery forced by BBB but the papers are now old news due to not being delivered on the day they were supposed to be delivered.

  Resolution: Will accept one months free delivery to resolve this issue.

  Any direct correspondence with this papers administration is the result of the BBB interface and is therefore unnecessary.

  Advise if resolution is satisfactory.

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

  Business Response

  Date: 02/22/2024

  Hello ******************,

  I left a message on your phone when you first posted to BBB.  I do not work in Customer Service.  I work at the local office in ****** and gave you my number to call me back if you needed further explanation. I told you in my voicemail the amount of credit I gave you, which is more than you are asking for now.  Some customers appreciate past papers for many different reasons.  I am sorry you did not.  You have my number if you need anything else.

  *******

  Customer Answer

  Date: 02/22/2024

  Did get phone call which was lengthy and garbled. Most of message was indiscernible as was the contact number.

  The credit offered via the phone by ******* is acceptable.

  Customer Answer

  Date: 02/27/2024

   
  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

  Date:10/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been getting the ** since ****. Earlier this year delivery switched to mail delivery. Had to call at least once a week for a missed paper. P.I.T.A. Cancelled paper on August 3, 2023. Waiting for refund of unused subscription. Called September 6, 2023. Was told check should had been sent out but would check again and resend if necessary. No check yet. Owed at least five months of delivery service. Still waiting...........

  Business Response

  Date: 10/23/2023

  October 23, 2023
  
  *********************************
  **************************************************************
  Daytime Phone: ************
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************************* and the delivery of the paper. We apologize for any frustration this may have caused. 
  
  We have reviewed ***************************** account and see the stop was entered on 08/09/23. Unfortunately, due to human error the refund was not processed correctly. We are processing a refund in the amount $78.00. The refund will be mailed USPS. 
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 11/06/2023

   

  Hello -  Today, November 6, 2023, I received a check in the mail from Gannett, the parent company of the Register Guard newspaper. It is for the full amount owed me for my cancellation of my subscription in early August. Thank you very much for your assistance with this matter. My complaint is now closed. Thanks.   **********;

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged by ******* for my digital subscription back in December. I had converted from home delivery to digital only, but was charged the full 3 months of home delivery ($156) on December 26th. I saw the incorrect charge and called on January 3rd. I was told that the charge was a mistake and would be removed from my account and refunded to my credit card. I was then charged $13.35 on January 11th to cover the digital subscription from late December through January.However, the $156 was never refunded to my credit card. I've called customer service 4 times and this has not been resolved.When I called customer service on February 3rd, I was told the credit was removed from my account, but I would have to call my credit card company to deal with it. Essentially, ******* overcharged me by $156, then removed the credit from my account, but kept the money. I find this unacceptable and basically theft, and expect ******* to issue a full refund of $156 to my credit card ASAP.I called again on February 15th, and they said they would "forward the issue to the billing department." I consider 5 calls to get a refund process absurd.

  Business Response

  Date: 02/20/2023

  February 20, 2023
  ***************
  2284 ***********
  ******, **  97408
  Daytime Phone: **************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************ and his refund. Our subscriptions are nonrefundable, and accounts are stopped on the paid-through date. Any refund request is subject to approval. Before we could review the request made on his account, ************ disputed the mentioned payment, and it was removed from his account. The initial refund request was denied for this reason. The credit card was charged again, due to the payment being overturned. I have processed a refund of $140 back to ************** credit card. It will take **** business days to ************** his account.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello:My name is *********************** (Register Guard account number ******. Our subscription came to an end November 21st. I was not able to cancel the subscription on line several days before the end of the term because their website would not allow it. I had checked several days before and from what I could tell under my account they had no credit card listed for us so I assumed that they would not be able to charge us if there were to be a mistake. We called the day before the end of the term and spoke with someone named ****. He wanted to know why we were canceling - so he understood what we were asking. We were told it would be canceled - no problem. The paper was delivered for several days after that and we called to confirm it had been canceled. Then we saw that we had been charged for a year subscription (682$) on November 22nd. We did not authorize that since we had canceled before the renewal date. We received no notice of renewal. We spoke with someone named ******* and we were told that we would see a credit on our credit card in **** business days. We did not receive the credit. We called again on January 17th and spoke to another person named *** and he said we would receive a credit on the card in **** days. Still no refund.We emailed their customer service and we were told a check had been sent and to please be patient. The check never came. We called again today and spoke with Recee. She said that a check was not sent and that she would escalate the issue (we have been told that with each call). She told us to contact billing at an email address that was not valid.They have strung us out so long that I don't know that our credit card company will allow or initiate a chargeback. I don't think I am asking for much here. I just want the credit issued. Surely they can do that. We absolutely canceled the subscription in a timely way and were assured that it would be cancelled. Thank you so much,***********************

  Business Response

  Date: 02/15/2023

  February 15,2023
  ***********************
  42 ************ 
  ******,**  97405
  Daytime Phone:**************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint regarding ******************** and his refund issues. We apologize for any frustration this may have caused. Upon review of his account the previous refund was sent via check on 12/9/2023. Once we received his complaint, I asked out finance team to research further and it was found that the refund was processed for $0.00 for unknown reasons. As of 2/9/2023,a refund in the amount of $ ****** was processed to Mr. ********* **** ending in ****. We ask that he allow **** business days for this to fully process to his account.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

  Customer Answer

  Date: 02/16/2023

   
  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 so long as they follow through. We have been told this three or four times before so I will wait for final closure until we see the refund. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late November or early December I contacted the register guard about cancelling my subscription and refunding my $228 00. After some initial hesitation from the representative, I was informed that subscription would cancelled and I would receive my refund. After about a week or so, I was still receiving the paper and no refund and I called again. The next representative told me the paper would be cancelled I should get the refund in 7 to 10 business days. I requested a confirmation email and I was told it would show up in a couple of days. After waiting a few more days without an email or refund I called again and got essentially the same answer. This process continued until later December when another representative told that they don't send emails and the past reps had not been honest about that issue. However, she once again informed me that I would be getting my refund. It is now 1/18/23 and I still don't have the refund. The representative I spoke to today said she would have an agent look into this issue. What am I to do when I have repeatedly been told l would get the refund in 7 to 10 business days and it never appears. I have no trust this business when one representative openly admits that other reps have given me false promises about confirmation emails. In fact, I believe they will not communicate by email because it would leave a paper trail. Please help me with this problem.

  Business Response

  Date: 01/24/2023

  January 24, 2023
  *************************
  4560 *******
  ******, **  97405
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #*********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and her refund. Based on her information, the account was stopped on 12/28/2022. The refund did not process automatically because we do not offer them. Subscriptions are nonrefundable and are terminated upon request on the expiration date. The agent ****************** spoke to escalated her refund request on 1/18/2023 for approval. I have granted this request and once fully processed, ****************** will see it reflected in her credit card statement within **** business days.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ended my online subscription with the Register Guard almost a year ago. I continue to receive phone calls from them asking me to renew my subscription. I have told their customer service agents multiple times to stop calling me. The most recent time was 12/5/2022. (I do believe that I asked them to stop calling me way before that, but my phone doesn't show records past the first of the month.) I received a call from them and stopped the woman mid sentence and was incredibly clear with her that I did not wish to receive any additional calls. She hung up on me due to my level of frustration. I calmed down and called them back and reiterated that I do not want them to call me back. She assured me she understood and would take me off of their list. On December 20th, 2022, I received two additional calls from them at 3:45 pm. I didn't answer. On December 21st, 2022, I received another call at 9:34 am. I was sleeping, because I work night shift and this call woke me up. I called them back on December 21st, 2022 at 12:12pm and made it clear again that I do not want them to call me ever again. I'm very frustrated. I've never dealt with a business not listening like this. It feels like they're harassing me. It should be easy for them to make a note in my file not to call me. Due to my experiences, I will never be renewing my subscription with them. Please make it clear that I do not want additional contact with them. I hope they can resolve this issue so that other customers don't have to deal with the nuisance that I've dealt with. I will be blocking all of their numbers.

  Business Response

  Date: 01/12/2023

  January 12, 2023
  *************************
  759 *******************
  ******, ** 97404
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and the unwanted calls she has been receiving. We apologize for the frustration this may have caused. Based on her information, she was placed on our Do Not Call list on 1/3/2023. The agent she spoke to were third-party vendors and could complete her request. Their management passed the information to the correct department, and she was then taken out of any marketing calls or emails.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

  Customer Answer

  Date: 01/12/2023

   
  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. I am disappointed that it required me submitting this complaint to have them remove me from the no call list. In my original complaint I listed that I had told employed multiple times before 12/5/22 that I did not wish to receive contact. For them not to remove me from their call list until 1/3/23 is frustrating.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We just renewed our yearly subscription two weeks ago. We have been subscribers for over 10 years. The Register Guard was a great local newspaper. And their delivery was prompt. In the last two weeks weve only got 4 papers. I call to complain about no delivery and someone in another part of the world tells me not to worry. My papers will be delivered the next day . NEVER HAPPENS. They will not put you through to a supervisor. I have read many of the complaints against them. Most of the subscribers to this paper are older people. They cant even get a complaint filled. The only way I get through to talk to someone (although it does no good) is to just keep hitting 1 at the end on the call. I just keep hitting it till I hear a ringing sound. Then the person who answers listenes to me yell and complain, while calmly telling me he will credit my account and have my papers delivered the next day. LIES, LIES, LIES!!! ********* has not only ruined a great local paper and taken away many local jobs. But they are also neglecting their obligation to provide a service that these customers have paid for. The news we get from the ********* Register Guard is already 2 days behind and what good is it another 2 days later. Good bird cage liner , I guess. Something needs to be done. They need to held accountable. We need help with this situation and Im sure that other small towns that had their papers bought are having the same issues. Please help us.

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a suscription for the online version of the paper. Each morning I get an email with at paper attached. I pay for the Register Guard through iTunes I have not received the online version for three days. When calling the 800 number they cannot identify me as a subscriber since it is paid by iTunes, which doesnt make sense. I am unable to discuss this with anyone who answers the phone since Im not a subscriber in their eyes. So I pay but cant complain as there is no way to talk to s as no one.

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Again, I am not receiving my newspapers. No paper on October 9th or today, October 10th. This is the 2nd complaint I have registered with you in the last month.

  Business Response

  Date: 10/13/2022

  The district manager reached out to the customer to get delivery on the right track

  Customer Answer

  Date: 10/25/2022

  This problem has been resolved. Thank you very much for your assistance.
  
  ****************************;