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Business Profile

Newspaper

Gannett Company, Inc.

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Gannett Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Gannett Company, Inc. has 71 locations, listed below.

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    Customer Complaints Summary

    • 538 total complaints in the last 3 years.
    • 113 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Summary:The Arizona Republic has failed to honor the agreed-upon terms of my subscription, despite my repeated attempts to confirm and enforce those terms.They have refused to provide written documentation of the subscription agreement, details of our discussions, or any justification for charges made to my credit card.Despite the cancellation of my subscription on May 5, 2025, The Arizona Republic has continued to make unauthorized charges to my credit card.Their ongoing actions have caused undue stress and demonstrate a clear unwillingness to resolve the matter in good faith.Timeline of Events:January 30, 2025: I called The Arizona Republic to initiate home delivery of the newspaper at a rate of $16.12/month for 24 months. I received no confirmation or documentation of the subscription terms following this call.March 11, 2025: I engaged in an online chat with "****" from The Arizona Republic to confirm the agreed-upon rate of $16.12/month for 24 months. (See Chat transcript as supporting documentation.)May 5, 2025: A charge of $43.45 appeared on my credit card. Upon inquiry, I was informed my subscription had ended and that I would now be charged a higher rate. I cited the confirmed agreement, but the agent dismissed it as invalid. I requested immediate cancellation of the subscription and a refund of $43.45. The charge was subsequently refunded, and my account was closed.June 5, 2025: A new, unauthorized charge of $47.20 appeared on my credit card. I contacted The Arizona Republic, and the agent acknowledged the charge was a mistake. The amount was refunded.July 7, 2025: Yet another unauthorized charge of $51.27 was posted to my credit card. I have since placed this charge in dispute with my credit card issuer. The resolution is pending.

      Business Response

      Date: 07/09/2025

      The Arizona Republic understands and regrets the frustration experienced by this customer. We have been in contact with the customer and have issued a refund for the requested amount charged. We have also cleared any balance on the account to prevent further billing to occur. The subscription has been stopped. The customer has been provided with our direct contact information in case further assistance is needed. 

      Customer Answer

      Date: 07/09/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  I regret that it took the action of the Better Business Bureau to resolve this issue.  Although the explanation from the business for how the error arose, why I continued to have my credit card charged despite me closing my account with the business, without approval and without any communication from the business was unsatisfactory, I find that this resolution is satisfactory to me. 

      Regards,

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

    • Initial Complaint

      Date:06/20/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Every month (ongoing for a couple of years), I get billed ***** automatically taken from my checking account. I don't know what it's for and I can get zero help from Gannett. As soon as I ask a question they hang up on **** had a subscription to the **************** for digital news, that I get charged 9.00 a month automatically, so I cancelled that. **************** was taken over from Gannett. I don't know why I have been getting billed, but over the time it's been going on, I've lost hundreds of dollars and I have no recourse.

      Business Response

      Date: 06/25/2025

      We regret this customer's poor experience.  We spoke with them and assisted with locating and cancelling the subscription in question.  We provided a refund and direct contact information in case further assistance is required.

      Customer Answer

      Date: 06/25/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

      ******* Chrysler

    • Initial Complaint

      Date:06/18/2025

      Type:Billing Issues
      Status:
      Answered
      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 opened an account with Naples ******************** News which I have now found is an Gannett Media ************************* has taken 3 months for me to get an actual ******. I keep getting charged ***** a. month. Today I received a charge for *****. Today I got a human telling me it was from opening an account 2/24 and some term of agreement stated that I signed for infinity for the newspaper of which I can not even get into. Today the first ****** ******* told me that I had to cancel before the due date. I told him I have not notice, I got the the text of the bill which was being charged today and they still will not cancel until July 18th and they have a strict no refund policy. I asked for a supervisor. I talk to ***** she told me about the something that it should have been in notice when I subscribed. I only have an email welcoming me to creating an account. So I am reporting that they are scamming people. No notice of billing date like other companies ( I get a notice from NY Times monthly) and and absolutely NO NOTICE of price increase. it went to ***** this month. A refusal to help me, they will. not provide any proof of my agreement with them and most of all how many people are they doing this too on a fixed income. The big joke I can't even get into the dang paper. They were like talking to robots. PLEASE help stop this scam! I cancelled but was told no refund and it won't cancel until July. Again, no where did I receive notice and no notice of a huge price increase Thank you and please. help!!!!!

      Business Response

      Date: 06/20/2025

      The Naples Daily News understands and regrets the frustration experienced by this customer. The account in question has been stopped and all payments since the month of March have been refunded. the customer has been provided with our direct contact information in case further assistance is needed. 

    • Initial Complaint

      Date:06/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 reviewing my bank statement and saw this amount deducted that I did not authorize. I called the 800 number associated with it and talked to an associate **** who refused to cancel and give me a refund because I didn't order this. He said it was an offer were I had ********* newspaper for $1 then automatically renews but places will and should send you an email saying they were going to charge full price another year but they didn't so I got charged but I never even read the digital paper before. I asked to be transferred to a supervisor which I waited 10 minutes for while on hold. The supervisor ******* refused to budge on the refund either even though I explained I'm on social security fixed income and need my money for living necessities. They're scamming people. They weren't nice at all for customer service and could care less that I am on social security. Neither were understanding just no refund and trying to talk up the paper and benefits. He told me I could pay for coupons??

      Business Response

      Date: 06/17/2025

      ********* understands and regrets the frustration experienced by this customer. The subscription has now been stopped and refunded in the amount requested. The customer has been provided with our direct contact information in case further assistance is needed. 

    • Initial Complaint

      Date:06/05/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Account *** for an event is billing me for 2 tickets I never agreed to purchase. She let me know 3 weeks from the event Its be difficult to find anything. So I told her Id like to see if she would be able to get 2 tickets. The next morning she responded and said she was able to secure two tickets and needed more information to process the order. I never gave her the information she needed or responded back. She prematurely moved forward and I now have a bill for tickets I never bought. I have reached out multiple times in the last two days and no one has reached back out to me.

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up for a promotional offer (1 month of Sunday paper delivery for $1) after the 2nd week of getting the paper they charged me $18.25 on 04/07/2025. I called and cancelled my subscription and was advised that I would get a refund. I have never received a refund and have been charged 3 more times ($18.17 05/01/2025; $6.00 05/28/2025; Pending Charge $24.00 06/02/2025). I have made at least 6 or more phone calls since 04/23/2025 and this issue has never been resolved.

      Business Response

      Date: 06/09/2025

      The Press & Sun Bulletin understands and regrets the frustration experienced by this customer. We have been in contact with the customer and have provided a stop on the subscription and a full refund for the charges. The customer has also been provided with our direct contact information in case further assistance is needed. 

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      On 4/22/25 spoke to customer service agent, ****, in the *********** and he gave a promotional price of $17.18 per month to receive the Milwaukee Journal Sentinel daily at my home. Turns out he lied to me. The check I sent for $103.08 covering 5/1/25 through 11/30/25 extended my subscription only until 7/30/25. This actually turns out to be the non promotional price. Thank God I read reviews and did not give them my charge card.

      Business Response

      Date: 05/30/2025

      The Journal Sentinel regrets this customer's poor experience.  We have adjusted this subscription account to honor the quoted paid through date of 11/30/25.  We left voicemails and emailed this customer to inform them of the subscription adjustment. We provided direct contact information in case any further assistance is required.

      Customer Answer

      Date: 05/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

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

    • Initial Complaint

      Date:05/27/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Dear Better Business Bureau,I am writing to file a formal complaint against ********* regarding the consistent failure to deliver my newspaper subscription and their lack of adequate response to my concerns.I have contacted ********* customer service repeatedly over the years regarding this issue, but the problems persist. Out of extreme frustration, on April 12th, I sent an email to ****** ********** detailing the ongoing delivery failures. I followed up again today, May 27th, 2025, with another email that included a photograph as evidence. The photo showed that today, a full week late, we finally received the newspapers for last Tuesday, Wednesday, and Friday. We are still missing the newspapers from last Monday and Thursday of last week, as well as all deliveries for this current ******* date, I have not received any compensation from ********* for the numerous missing newspapers. Furthermore, their only response has been to blame the *******************. I have filed two formal complaints with the **************, and they have stated that the delivery issues are the responsibility of ******************** highlighted in my email to Ms. ********** on April 12th, I consistently miss a significant portion of my weekly deliveries. The fact that newspapers from a full week ago are only now arriving underscores the severity of the problem.When newspapers do eventually arrive, they are often yellowed, indicating significant delays in transit. This has been an ongoing problem since the start of my subscription.I am requesting the Better Business Bureau's assistance in resolving this matter. I am seeking compensation for the significant number of newspapers that have not been delivered.Thank you for your time and attention to this complaint

      Business Response

      Date: 06/23/2025

      ********* regrets this customer's poor experience.  We spoke with them and helped convert their subscription to carrier delivery, instead of mail delivery.  We provided them a subscription credit adjustment and our direct contact information in case further assistance is required.

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      My wife and I have a digital subscription with the Milwaukee Journal. We noticed that dating back to 2024 we have been double charged and by different amounts as they set up 3 accounts for a digital subscription. One was through ***** with our iPhone that they said they couldn't help with as that was a 3rd party billing, but we were able to cancel that account so we wouldn't be charged ******* then we had 2 accounts under *** ****** and ******* ****** and they said they were able to cancel the account under *** ******. The e-mail of the current active account is under ******* ****** with the email of ************************** Isn't that confusing? We have been charged the following:Milwaukee Journal (on our credit card)8/7/24 ***** (was told we'd get a credit or refund)8/26/24 ***** (was told we'd get a credit or refund)9/7/24 ***** 9/26/24 ***** (was told we'd get a credit or refund)10/7/24 ***** Gannett *********** (on our credit card)10/27/24 ***** (was told we'd get a credit or refund)11/8/24 ***** 11/27/24 ***** (was told we'd get a credit or refund)12/8/24 ***** 12/27/24 ***** (was told we'd get a credit or refund)The amounts of credit or refund was under the account that had my name which we got them to cancel.On 5/19/25 I spoke with *** in their customer service, **************. She told me to call back today as she was going to get a request for the credit or refund which takes about a week, and also will get my rate changed to ***** a month from ***************.I called up today and not only did they have no record of any status on a credit or refund, but they had no record of any conversation with *** and her agreement to change the rate to *****. This was probably the 4th customer service person I spoke to and every time they are nice, but do not document any conversation so I have received promises but no changes. I told them if I don't get a refund for being double charged, I will cancel my subscription with the Journal.

      Business Response

      Date: 05/28/2025

      The Journal Sentinel regrets this customer's poor experience.  We have confirmed that the duplicate subscriptions are stopped and have processed the requested refund.  We spoke with the customer and informed them of the steps taken to resolve this matter.  Direct contact information was provided in case further assistance is required.

      Customer Answer

      Date: 05/28/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

      *** ******

      Customer Answer

      Date: 06/18/2025

      While I accepted the company's steps they would take to resolve my issue, they have not taken those steps, so the issue is not resolved. They did issue me a refund for the double charging, but they did not alter my rate to $12.99 a month as they said repeatedly they would do. I just checked my credit card, and sure enough they continued to charge me $24.99/month. If they do not change my rate to $12.99/month for 12 months as they said they would do, I would like the Better Business Bureau to keep this issue open and I will cancel my subscription from the Milwaukee Journal (Gannett Media).

      Business Response

      Date: 07/03/2025

      We've been in touch with this customer and provided them with a discounted annual rate.  We refunded the most recent charge and confirmed they were satisfied with this outcome.

    • Initial Complaint

      Date:05/23/2025

      Type:Product Issues
      Status:
      Unanswered
      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 moved to an assisted living facility in January 2025. had paid a year subscription for my newspaper from ****** Daily Herald. I called on January 13 to cancel the subscription for the newspaper and they said they would send me a check for $419.41 to my new address that I gave them. They told me it would take three weeks to process. called again March *************************************************** that amount, but the check was never issued. They assured me that within three weeks I would receive the check. I called again on May 9 because I had not received the checkand the person assured me that this time he would personally make sure that I would receive my $419.41 refund and it would take at the most three weeks because he would try and expedite it. I called again on May 23 and again told the check was never issued and couldnt tell me when and I needed to wait three weeks again. Her name was ******* She would not let me talk to anyone else there and none of the other people that Ive talked to would either. I am not able to handle this on my own and I would really appreciate your help with this.

    Gannett Company, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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