ComplaintsforGannett Company, Inc.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint to you regarding this company referred to as Florida Today Newspaper out of Cincinnati, Ohio. My account number is ********* They refused to know the meaning of the word "Canceled". It means to no longer want or no longer need. And this company did not understand the meaning until I placed several different phone calls and spoke to a customer service representative each time who finally understood. As it turns out, I had cancelled out the Sunday Newspaper Only at $10.00 a copy for four copies which makes it a total of $40.00. After that they sent me out a bill totaling $101.00 and then another bill for $94.93. I called them back and they said to disregard the bill for $101.00. So why did they send me a bill and charge me for $94.93.? That is the question and I would like an answer to that question. It took some time and papers stopped coming and the $94.93 bill was sent back to the company known as Florida Today Newspaper by me and someone at that company finally knew the meaning of the word "Canceled." How come they did not do that from the very beginning in the first place. It would have been a lot easier.

  Business response

  08/15/2023

  Florida Today regrets the frustration experienced by this customer. We confirmed this subscription is fully cancelled and we've cleared any balance due.  We are adding this individual to our do not call/do not solicit list.  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gannett Newspaper has been charging me two fees of $9.99 each for a digital subscription to the Gainesville Sun newspaper. I don't know how many months this double billing has occurred. I called the newspaper service today once I realized that I was paying twice. I had to call them because it is impossible to cancel either account online, a problem that in itself should be illegal. On the phone I was able to cancel both subscriptions. I was told that the newspaper doesn't know if they are charging the same person, with all the same details including the same address, email, and credit card, twice for a digital subscription, which goes to the same app or website or computer or whatever they send the digital data to. I was also told that I shouldn't expect a refund for the months I was double billed, because SORRY LOSER. (My phrasing, not the customer service representative's, who was apologetic.) This company would not inspire me to pursue this claim, except that on top of the insult of charging me twice month for the same subscription, the newspaper quality has fallen drastically since Gannett acquired it. It's a poor service on every level, and at least on the question of double billing, flatly unethical.

  Business response

  07/26/2023

  July 26, 2023
  *******************
  **********************
  Gainesville, FL *****
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************ and her eNewspaper subscriptions to the Gainesville Sun. Per her request with an agent both accounts she created via our website were terminated on their expiration dates. The first being started on 11/03/2021 and the second on 08/11/2022. *** **** started the second account using the new subscriber offer she received when she started her first subscription in 2021; she was not eligible for the offer and failed to terminate her previous account before beginning a new one. ************ will not receive a refund. 
  
  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.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: if I resubscribed, it was because I was just clicking through in order to read the paper. If I reentered any information regarding a credit card, it was because I was prompted to. Your business practices allow someone with the same email, credit card, name, and all other exactly identifical information to open two accounts for a digital subscription service for the same product. No one needs two accounts when the subscription is digital. You know this. I know this. I want my money back. And don't do this to other people.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We returned from vacation May 25 and have not received a newspaper since returning. We autopay. I have reported this daily on the automated call system as well as e-mail 4 letters. I have requested delivery and for someone to call me, neither of which has happened. I have tried to go to their office, but they dont allow entry to customers. I want my newspaper. They are the only local paper and I like getting the local news.

  Business response

  06/30/2023

  June 30, 2023
  ***********************
  **** * *************
  Bloomington, IN *****
  Daytime Phone: **************
  E-mail: ***************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding  ************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  **************** account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I unsubscribed from my local newspaper only to find out that Gannett had been unlawfully charging my account for $10.66 for the last four months. I did not give permission for this to be done, nor did I know it was happening. The subscription I had canceled was only for $1. I am seeking a refund of the $42.64 that they stole from me.

  Business response

  06/14/2023

  June 14, 2023
  *********************
  Hendersonville, NC *****
  Daytime Phone: ************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************ and her eNewspaper subscription to the ************** Times-News. Per her request her account was stopped on 5/17/23; billing and access ceased on this date as well. There are no prior cancelation requests documented on her account. ************ was granted a refund of $21.32 as a courtesy. When she accepted the offer of $1.00 for the first six months and $9.99 each month after, she accepted the terms of service, which included our no refund policy and that a new rate would be charged after the six-month promotional period. An additional refund will not be given. 
  
  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.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my news paper subscription on 1/23/2023 as I was missing too many deliveries. I paid $645.58 towards yearly subscription. Journal Sentinel is expected to refund me the balance ($516.57 per their representative). I called 3 times and every time I was promised that I will receive the check within the next one week. I did not receive the check as of today (4/19/2023). My account number is ********* and phone number on the account may be my house phone number ************. My cell phone number is ************ Please help me to get my refund back.

  Business response

  04/25/2023

  We spoke with this customer and they confirmed they did receive this refund check and that this matter had been resolved to their satisfaction.

  Customer response

  04/25/2023

  ---------- Forwarded message ---------
  From: ********************** <************************>
  Date: Mon, Apr 24, 2023 at 1:00 PM
  Subject: Complaint number ********
  To: [email protected] <[email protected]>
  

  
  

  Sir / Madam

  Please cancel Complaint number ********.

  I sent a complaint against Journal Sentnel as I did not get my refund for more than 2 months after cancellation of the subscription.

  I would like to withdraw the complaint as I received the refund last week. Sorry for the inconvenience.

  Address given in the complaint is: *************************. Waukesha, WI-*****.

  Thanks,

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Over the last year, our corporate card has been charged a monthly $7.99 fee from this company. No one in our organization remembers signing up for this service, and we have repeatedly requested that they cancel our subscription and refund the charges. After Gannett requested that we send them bank statements to prove that the charges have been made and we had submitted them, they agreed to cancel and refund us over the phone in October 2022. This still has not happened. They have not responded to any of follow-up emails.

  Business response

  05/17/2023

  May 17, 2023
  
  *************************************
  *************************
  East Boston, MA *****
  Daytime Phone: **************
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************** and the eNewspaper subscription ************* is being charged for. I have researched any email address with the domain productbread.org and did not locate proof of payment to ******************************************.
  
  We will be happy to assist ********************** with her concerns, however, we will need proof of payment to do so. We ask that she respond within the BBB portal with an attachment in PDF format. This must include the date of the charge and the description of the charge. We will also need the last four digits of the credit card charged and the expiration date.
  
  Once received, we will have our finance department research her inquiry and a decision will be made based on their account and the information obtained.
  
  Please note, the account number mentioned has not been active since 2011.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  

  Customer response

  05/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The person who responded did not search for the correct domain name (projectbread.org) and instead searched for emails related to productbread.org. My colleague ******************** had sent the ****************************************** email address redacted bank statements as proof of payment last year. I have attached a combined PDF of the bank statements that reflect the charges on the card. The last four digits of the card are on several of the statements in the attachment; I'm not sure why an expiration date is necessary but it is 10/24.

  I am also unsure of what they mean by saying that the account number has not been active since 2011; I haven't listed any account number in my correspondence with them.
  
  Regards,
  
  *************************************
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to cancel my subscription via phone, email and snail mail since 10/2022. I have never received a phone call, I did receive 1 email stating they were working on it 10/8/2022 but nothing ever came of that and no follow ups ever received nor via snail mail response only invoices. Attached shows the trail and no responses, I think this is a scam company that I'd been paying for 3yrs + years $79.00 - $89.00 per month. The company name changed from Thrive to The Californian and the to LocaliQ The Californian. The bill to address is different than the envelope return address and the phyical address I sent to for signature that was returned all are different. I call the Milwaukee address and was told not company by any of the company names.

  Business response

  05/17/2023

  We closed this advertising account and cleared any balance due.  We informed the customer and they indicated this resolved the matter to their satisfaction.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve been a subscriber to the Indianapolis Star for 2 years. I’ve paid up front both times as required and every single time I log it tells me my account is past due and I didn’t pay. I called 3 times and they confirmed I was kid in full and the messages would stop. They never stopped! For this reason I decided to not re new. The Indianapolis Star withdrew $59 and some change from my account without. My authorization. I called them. They agreed to refund my $59 within 10 days. It didn’t happen. I called again. They again agreed to refund my $59 this time within 24 hours. It didn’t happen. I called again and was connected with someone who was beyond frustrating. I would like to be reimbursed the $59.00 immediately to the credit card ending in **** and I would also like an additional $35 credited to the same card for the NSF fee they created by taking $59 off my credit card without my authorization. I’ve tried to resolve this issue numerous times with the Indianapolis Star and they never do what they say they’re going to do. Tired of it. So a total of $89.00 and some change is what I would like refunded to my account ASAP. Thank you. This customer service hs been terrible.

  Business response

  04/25/2023

  The Indianapolis Star regrets the frustration experienced by this subscriber.  We initiated a refund of the most recent payment for this subscription which will be reflected on the customer's card within the next few business days.  We left a voicemail for the customer informing them of the pending refund.  Direct contact information was provided in case further assistance is required.

  Customer response

  04/26/2023

  [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

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  [BBB transcription via mail, see attachments]I hAvE Been hAving problem my newspAper not Being delivered Aprox 12 Times LAsT ye, some dAys my neighbor will get his pAper & I dont, sometimes I will get my morning pAper & he wont get his, EvEn though we Live Beside each other. I purchased The SuBscription, But Daily Record ARE NOT holding up their end of the Agreement. Poor service.

  Business response

  03/16/2023

  March 16, 2023
  *****************************
  *********************************
  Wooster, OH *****
  Daytime Phone: **************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  ****************** account has been documented and credited accurately based on the choice he made using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been paying for a Sunday newspaper that isn't being delivered. I tried cancelling via email and was told that I had to call to cancel. I contacted the company initially on February 6 telling them that I want to cancel. They asked me to give them one more chance and assured me the problem would be corrected and escalated. The following Sunday there is still no paper. I called them again telling them I want to cancel and to be re-imbursed for all of my missed papers. They said they can cancel the account but have a no refund policy. I told them it was a scam because they are selling a service they are not providing. They refuse to refund my money and place a credit on my account without delivering my papers. If I cancel my subscription, my credit is useless because they won't deliver. If I turn back on my subscription to use the credit, they have the right to keep billing me. This company is a scam and they are thieves. According to them, they can charge you, not deliver your paper, and when you want out, they can use their no refund policy to cover themselves.

  Business response

  03/07/2023

  March 7, 2023
  *************************
  **********************************
  Martinsburg, WV *****
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************* and the delivery of their paper. We apologize for any frustration this may have caused. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Their account has been documented and credited accurately based on the choice they made using the automated systems; the last complaint filed against their carrier was on 2/12/23. I notified their carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  All subscriptions are nonrefundable and are part of the agreed-upon terms of service when orders are generated and payments are received. This account remains active. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

*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. ↩