Complaints

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

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• 

  Gannett Company, Inc.

  7950 Jones Branch Dr McLean, VA 22102-3302

• 

  Gannett Company, Inc.

  PO Box 50146 McLean, VA 22102-8946

• 

  Gannett Company, Inc.

  111 N Presidential Blvd Ste 215 Bala Cynwyd, PA 19004-1011

• 

  Cape Cod Times

  319 Main Street Hyannis, MA 02601

• 

  The Enterprise

  PO Box 2866 Brockton, MA 02305

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:12/10/2024

  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.

  I signed up for a trial run for the paper 6 days a week. It was for 12 weeks. This trial ends Dec 19th 2024. They charged me $75 Dec 3rd without my authorization. They never even called that to ask me how my paper was doing you know they're throwing it my driveway or my neighbor's yard it's a nuisance and I wanted to cancel it they canceled it but then they still charged me $75 I've been getting the beacon journal for over 40 years along with my husband ******* ****** and they're refusing to give me a refund and that is just wrong I want a refund

  Business Response

  Date: 12/26/2024

  The Beacon Journal regrets this customer's poor experience.  We have initiated the requested refund which will be issued to the customer's card within the next few business days.  We left a voicemail for this customer informing them of the pending refund and provided them our direct contact information in case further assistance is required.

• Initial Complaint

  Date:12/05/2024

  Type:Product 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 tried to unsubscribe to the online *********************** I spent time with a representative on August 6th, 2024. who kept trying to get me to not drop the service, but I insisted and finally got the representative so say that they would cancel my subscription. However, the person lied to me and did not cancel my service as I am still being billed for this service. This is theft and fraud, The conversation was said to be recorded by comments made Gannet when I called on the phone. I want my service cancelled and I want a refund of the money fraudulently charged to me after the person said that my service had been cancelled.

• Initial Complaint

  Date:12/03/2024

  Type:Order 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.

  My Elderly parent is being taken advantage of and is having money taken from her regularly because the company will not stop her service. ****** called to ****** her newspaper subscription service in January 2024 after being charged $134.23 on January 5. Since then, she has not received one single newspaper, but the company continues to charge her credit card as follows:April ****** $134.23 June 13, 2024 $129.51 August 20, 2024 $81.09 September 5, 2024$101.41 October 6,2024$85.13 December ****** She will be charged again (an unknown amount) according to customer service. We called in May 2024 to find out why they kept taking money for services she cancelled in January but they said they would only send her a small refund of $100, which she never received. Additionally, they still did not stop charging her random amounts. I (her daughter) called them today 12/2/2024 and demanded they stop charging her and return the monies they essentially keep stealing from her. I was told they changed her subscription to a digital one in May, which is nothing she would EVER request. We are getting the run around and they are taking advantage of my elderly parent. The customer service is outsourced to the *********** so every time we call, they listen but dont resolve the simple request. Please help! My name is ***** ****** and I am assisting my mother in getting this resolved.

  Business Response

  Date: 02/17/2025

  The ****************** regrets this customer's poor experience.  We confirmed this subscription has been successfully cancelled and are issuing a refund for the disputed amount.  We spoke with this customer and informed them of the cancellation and pending refund.  Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 02/21/2025

  February 21, 2025
  
  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 awaiting the check refund and provided it comes as promised in the next couple weeks, I am satisfied with the outcome. 
  
  Regards,
  
  ****** ********
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  this company decided out of nowhere to charge my husband's card for ***** for a newspaper subscription that was cancelled in 2022. when we called they said they have no record of us calling which they wouldn't because we never did business with them. we were paying directly to the ********************* and once we cancelled they never charged us again. we have never even heard of Gannett media. I called them and they refused to return our money. since we don't even know who they are, and they say we never called them why are they stealing from us. we just want our money back

  Business Response

  Date: 02/14/2025

  Gannett and the ******************** regret this customer's poor experience.  We confirmed this subscription was cancelled and the $29 charge was disputed by the customer's financial institution.  We spoke with the customer and informed them of the cancelation and disputed charge.  We provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:12/02/2024

  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.

  Gannett ********* keeps trying to charge my minor age son's CashApp card for $16.99 repeatedly and he has never had an acccount with them and has never provided his card number to them. It is clear that they have stolen the card number somehow. (We know this to be true, as we have seen multuple other complaints of this same exact thing happening to people who have never signed up with Gannett & who also have never provided them with their CashApp card numbers.) Gannett's website is extremely unhelpful, as in order to get to contact them, they first require us to tell them which newspaper we have a subscription with. We do not have any subscriptions with them, so we have not been able to proceed with contacting them directly. These charge attempts need to stop immediately, and my minor age son's *********** number needs to be removed from whatever fraudulent newspaper subscription they have him on.

  Business Response

  Date: 01/24/2025

  We regret this individual's poor experience.  We located a subscription to the **************Review under this individual's name, started through our website in October 2024.  We have cancelled this subscription and are waiving the balance due to stop any future charge attempts.  We left a voicemail for this individual, informing them of the subscription details we found and the steps we've taken to resolve this matter.  We provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:11/26/2024

  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.

  On 11-21-2024 at 9 am called The record (gannet news) at ************ to renew my newspaper subscription, spoke with person named ****. Paid for 2 months subscription in the amount of $62.88 with my debit card. **** said it was paid up until 12-18-2024. This amount as of this date has not cleared bank. An amount of $14.46 was deducted from my checking account. This was an unauthorized withdrawal from my account. When calling the above number on 11-22-2024 was told they had charged me for e-subscription. I do not and have never signed up for this. My paper is and has always been delivered to my house. They illegally withdrew money from my account. They asked for bank printout to be mailed to them at the Gannett Corporation. PO Box, Fishers, ******* **********. I called today 11-26-2024 to check on the $62.88 payment and why it had not been sent through bank. Spoke with lady named *** and she said it would not go through bank as it was adjustment to my account. I have no idea what she was talking about. I talked to supervisor named **** who said account not up to date and would have billing check this payment of $62.88. I contacted *** and filed complaint today. I want the $14.46 put back into my account and the issue of my payment of $62.88 resolved. I will, if issue not resolved, contact law enforcement for illegal withdrawal from my checking account

  Business Response

  Date: 12/02/2024

  The Record regrets this customer's poor experience.  Upon review we found that our team inadvertently entered a payment in the amount of $14.46 instead of the requested $62.88 on 11/21.  When this customer called back to inquire, our team provided incorrect information by indicating this charge was for a digital subscription.  Subsequently, a supervisor credited this subscription account through December 2024 as a courtesy but again failed to properly communicate the steps taken.  

  We spoke with this customer, apologized for the mishandling of their subscription, and updated them with the correct status of their subscription account. Direct contact information was provided in case further assistance is required.

  We are reviewing this customer care experience and will ensure appropriate personnel action is taken to address any mishandling.

  Customer Answer

  Date: 12/12/2024

  Issue resolved

• Initial Complaint

  Date:11/24/2024

  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.

  Subscription of digital newspaper canceled. Have spoken to too many CSR, mgrs and have been promised refund since October 2024. Last supervisor over **** "refund would be within 7-10 days" on conversation 11/13/2024. Still waiting as of 11/25/2024 for refund.

  Business Response

  Date: 01/30/2025

  Gannett regrets this customer's poor experience.  We've submitted the requested refund adjustment request which will be issued to the customer's card within the next 10 business days.  We spoke with the customer and informed them of the pending refund.  We provided direct contact information in case further assistance is required.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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 have been a customer for years. On 11/2/2024 they charged my account for the months service as they usually have done. Since 11/8, I have been unable to access my account. I have submitted several inquiries and complaints over the last 5 days, they have failed to respond to any of my inquiries and complaints. Their customer service suffers the same poor service as their account services. I finally requested a cancellation with a full refund and have yet to hear anything. Their service is as poor as ******* and I quit them for the same reason. Any assistance is appreciated.

  Business Response

  Date: 11/20/2024

  November 20, 2024
  
  ***** ******
  *****************************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ****** and the eNewspaper subscription to the Peoria Journal Star. Per ***** ******** request the account will stop 11/20/24. As a one time courtesy we will refund the last payment. 
  
  Digital subscriptions are normally 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 subscription term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 11/20/2024

  [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: 22552314
  
  I am rejecting this response because: I made several attempts to contact them, they refused to return any messages. It was at that time I decided to cancel service and requested a refund for failure to provide service/ product as had been paid in full. Had they fulfilled their contractual obligation I wouldnt have cancelled. As they are not providing access until the end of term as they are required, they must refund my money. Any thing short of a refund is an act of fraud for failing to provide service/product as contracted.
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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.

  Daily Oklahoman (************) website seems to never work to cancel subscription. You have to call to cancel. Workers told me they could not send me a confirmation email of cancellation several times and then did not cancel my subscription and charged me again. Continued to lie over several further phone calls when I tried to get my subscription cancelled and money returned.Broken website doesn't let you cancel, phone number they give you they don't do what they say they will do and lie and steal. Lying, stealing company. Called two different **** at ************** on 10/31/24 to cancel my subscription, the first one continually insisted it would be done but she couldn't send me an email confirmation cause their system was down but that it would be cancelled. I called again to another *** and they also told me my account would be cancelled. The account was never cancelled and the company charged me at the next billing cycle and refused to give me a refund instead telling me bogus lies like "they had put in a request for that but it took 5 days." Lying cheaters.****** should ***air cancellation on their website so that it isn't broken 99% of the time, stop giving customers undo stress and issue my refund.

  Business Response

  Date: 01/31/2025

  The Oklahoman regrets this customer's poor experience.  Upon review we found that a digital subscription tied to this individual was cancelled in November 2024 and a $19.99 refund was issued to a credit card on file on 11/10/24.  We left a voicemail for the customer, informing them of the cancellation and refund.  We provided direct contact information and asked the customer to contact us directly so we can discuss this matter further and ensure it is resolved to their satisfaction.

• Initial Complaint

  Date:11/08/2024

  Type:Delivery 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.

  On October 24 I subscribed to ********* newspaper. I had a deal for 9.99$ a month for 3 months. I was charged 13.94$. The payment went through my bank on October 30. To date I have not received a paper. I have made numerous calls to the company stating I have not received the paper by calling ************** and **************. They keep telling me that I would recieve the paper tomorrow. Its always tomorrow tomorrow tomorrow or that I would receive the paper on Monday or Wednesday. Im tired of calling them and getting these repetitive excuses same answer over and over again. My question to them is Where is my paper????? Can you intervene and find out whats going on with my paper???

  Business Response

  Date: 11/11/2024

  ********* regrets this customer's poor experience.  Upon review we found this subscription was started for carrier deliver in error, as this is a mail deliver area.  We spoke with the customer, informed them we are changing the subscription to mail delivery, and provided a refund of their first payment as a courtesy.  Direct contact information was provided in case further assistance is required.