Complaints

• Initial Complaint

  11/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/23/24, a sales representative approached me at a ************ in *******. He said that I should subscribe to the Gazette because there are a lot of coupons, which would ultimately save money. When asked about the price, he said it was $22.99 for the first three months. I said no, but he said he could would reimburse me $10. I said no again, at which point he said he would reimburse me $20. He guaranteed that the total cost would only be $2.99. I agreed. When I got home, I found that I was charged $22.99 in full with no form of reimbursement. As a college student, I dont have $22.99 to spend on newspapers. I dont know what to do now. At the very least, Id like to cancel my subscription or be reimbursed.I feel like I was scammed.

  

  Business response

  11/25/2024

  The Gazette has stopped the subscription and is refunding the full amount back to the subscriber.

• Initial Complaint

  11/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is regarding my experience with "The Gazette" related to their subscription product, communication issues, poor service, and unjust billing practices.On April 25, 2024, I signed up for an introductory offer of 3 months for $0.99. My account was charged on April 27, but I never received a welcome or confirmation email needed to set up a profile. Instead, starting April 26, I began receiving excessive emails, including daily E-Edition notices and multiple single-story emails. I used the "manage preferences" link to adjust settings, which seems to have unsubscribed me from all communications, including news updates, account details, and billing **************** July 2024, my account began being charged $9.99 monthly without notice or correspondence. Since I had stopped receiving emails, I did not realize these charges until later. When I called to cancel on October 29, 2024, I was told my profile had not been set up, explaining my lack of access. Despite this, I was denied a refund for months of unused service. My subscription was canceled, and I was informed my account was paid in full.However, I recently received a past-due notice for $8.86 for a special edition from October 27, two days before I canceled. When I called for clarification, I was again told my profile was not set up, preventing access to this content. The representative then generated a welcome email to confirm my accounta step that should have occurred when I signed up in April. This situation demonstrates a failure by the company to provide adequate onboarding, clear communication, and fair billing practices. I am requesting a refund for the months I was unable to access the service and the removal of the $8.86 charge. Additionally, the company should address their processes to prevent similar issues for other customers. There is clearly an issue with either the systems or the practices as evidenced by online ratings and reviews of the product and service experiences.

  

  Business response

  11/20/2024

  Looking at the account the subscription started 4/27/24. The promotion was started online and was also started as an autopay payment method. No phone call was made from the subscriber concerning the inability to read the product until a call to stop was made for 10/29/24. The Gazette agrees to zero the account of the amount owed of $8.86 but will not refund the entire amount paid on the subscription. 

  Customer response

  11/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is SOMEWHAT satisfactory to me.
  

  Though I was not happy about the subscription charges when I finally noticed the recurring charges on that account I accepted it as a responsibility of my oversight of my expenses. However, I find it ridiculous that this simple request to clear an account balance after cancelling my subscription and being told I was paid in full required me to reach out to the BBB!

  The situation did make me review my initial experience and confirm the lack of communication about the account or the "setting up of a profile." It does make me lean toward the idea that their introductory pricing strategy is deceptive, especially with no communication or reminders around the automatic renewal. Whether it is poor practices or inadequate technological build of their platform the product comes across as a bait and switch service and is unjust. My initial experience with the product along with my interactions with the customer service team assures that I will never become a customer of them again even after I relocate to the area. And even taking into account the segment of unethical customers trying to cheat the system, there appears to be an issue with either the Gazette's systems or the practices as evidenced by online ratings and reviews of the product and service experiences both here at BBB, but on Yelp, ******, and other review sites.

  I've subscribed to multiple other national and regional newspapers over the years as I value supporting local journalism. But I have never had such a poor experience in working with the service group or the delivery and customization of the product.
  

  Regards,
  
  **** ******

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A salesperson for the paper at ******* offered me Sunday/Wed newspapers for SO MANY MONTHS and then at a special rate under $10. a month afterwards - assured me no other fees and locked in price in July 2024. I soon found that the papers were not being read (and periodically I would not get them, but since I wasn't reading them it was not a big deal). It got to the point where I just preferred to cancel the subscription since I was not reading the papers, so I called in on October 14 and requested that my service be stopped and that I did not want to be billed anymore. The gentleman I spoke with said he could not cancel the service in the middle of the month and give a refund, but could let it run out on Nov 3rd. I was fine with this since I would not be billed going forward. Yesterday, I got a letter from the Gazette saying I owed $8.87 for 'newspapers delivered'. I called and spoke with a service **** who insisted I was delivered a 'special magazine' on October 23rd. I never ordered a 'special magazine' - nor did I get any such thing, I cancelled my service on October 14th! I told her I wanted the fake charge to be removed as I was not paying it. She said she could not do that. I asked for a supervisor and she said she could have someone call me back - but I have not heard from anyone. I SINCE LOOKED BACK ON MY CREDIT STATEMENTS AND WAS CHARGED $33.73 ON JUL 12 AND THEN CHARGED $9.58 ON SEPT 9TH AND OCTOBER 8TH. SO NOW I AM THINKING HE OVERCHARGED ME ORIGINALLY AS $33.73 DOESN'T MAKE SENSE. I WOULD LIKE TO SEE THEIR PAPERWORK ON ******* this point and time - I really am upset after looking at my charge statements and am insistent that they remove this $8.87 fake charge.

  

  Business response

  11/14/2024

  On the receipt the subscriber signed when signing up for the subscription stated the following on the extra charges. This information was among the terms and conditions of the subscription and also in every paper on page 2.

  All subscriptions will include Special Editions (Magazine type products) -- no more than seven (7) per calendar year.  The charge for these Special Editions will be up to $10.99 per edition and will affect the expiration date.  If you prefer not to receive these Special Editions you may opt-out by contacting **************** at ***************).  If you do not opt-out, the Special Editions will automatically be billed to your account and affect your expiration date.

  The Gazette has wrote off the $8.87 from your account and the account is now at zero.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/04/2024 Hi, my name is *****************************,..... I am filing a complaint against the Gazette,....On August 30th 2024 I sent two emails out to: ********************************** and *********************************** explaining how I would like to post an article in the newspaper,.... On how the Colorado Springs Police have not filed proper police reports for 6 months now on a Woman I reported to them,,, that was involved in Reckless child endangerment, Kidnapping and Child-Laundering/ Child human trafficking,....(With-Proof, and documentation) I wanted help from the Gazette on publishing a story in the newspaper regarding all of this as well as if it is a possibility for me to pay to have an Advertisement done regarding all of this as well,... and have not **** back from the Gazette regarding all of this,....So on 09/03/2024 I sent out,... Check-in/ reminder letters out threw email again and Unfortunately still have not heard back from the gazette regarding any of this,..... I am still wanting help from the Gazette to see if I can, post an article, write a story, or Publish an ad for any of this and Can I pay for there services to have this done?... I would like to know,....Thank-you all for your time and help,.....***************************** Cell: ************

  

  Business response

  09/05/2024

  ***********************, the editor of The Gazette has responded/emailed this person. He has also forwarded the information to the investigative team in the newsroom.

  Customer response

  09/10/2024

   
  Complaint: 22238973
  
  I am rejecting this response because:
  

  ***********************,.... informed me that he forwarded all of my information to a: ********************* ******************************************* and that ***** was supposed to contact me and call me, but ***** never did,... I tried reaching out to ***** myself but still have not **** back from him regarding everything,....

  I am still wanting help from the Gazette, *********************** and ********************* in regards trying to get a news article/ story Published in the news paper in regards to the Colorado springs police not working with me for 6 months on a woman whom I believe broke the law and committed several crimes,.... and I would be willing to pay for an article to be published if thats at all possible,.... I would like for this complaint to stay up and opened until I get the proper help I need from the Gazette.

  Thank you, all for your time and help,.......

  Sincerely,

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

  

  Business response

  09/20/2024

  We/I have been in frequent contact with the complainant throughout. ********************* has talked to her by phone and there have been numerous emails and documents exchanged. 

  Customer response

  10/09/2024

  0/07/2024 BBB Complaint- Hello this is ******* ******* checking in, I would like to file a Complaint about: ****************************** On August 30th 2024 I reached out to the Gazette in regards to the Colorado Springs Police choosing not to file proper police reports on a woman, I believe, was involved in Reckless child endangerment, Kidnapping and Child laundering/ Child human trafficking of my daughter. Since August 30th 2024 I was assigned an ****************** reporter ***** ***** threw **** ******* on September 5th 2024 according to the Photo-proof I am providing along with this complaint.. Things have not gone well for me with the Gazette on getting all of the help and support I need for either a news article and or story to be published in the news paper, so far I sent out an Email to everyone that works for the Gazette on: 09/30/2024 To: ************************************ *************************************** ************************************** *********************************** This was the original email I emailed everyone on 09/30/2024,...... I have Gotten Absolutely no response from anyone from the Gazette since emailing people out that day on 09/30/2024 wanting help,.... I'm not understand why they are choosing not to Re-Assign me another Investigative-Reporter to take on my case/ News publishing story if ***** ***** cant work on it?... ** ***** see attached documents for full Complaint** ******* ******* Cell: ************

  

  Business response

  10/22/2024

  Hi, all:

  We have been in contact with complainant since she reached out a few months ago.I assigned her story to a reporter, ***** *****, who listened to her request (talked to her) and said he would investigate. No story was promised, pending further reporting. It will be up to him and his editor to determine if a story can be done. Complainant set an Oct. 28 deadline, after which she said she would offer story to other outlets. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a subscription to the digital format of the Denver Gazette. When I purchased the subscription I was told that I would have the option to renew the subscription, not that it would renew automatically. Additionally, the credit card used, ended up expiring after my initial payment was made but before the renewal. From my understanding of the renewal process when I paid for the first few months of digital access, I was told that my subscription would cancel if a new form of payment was not provided. So, I didn't bother calling or anything like that because I didn't know it was necessary. But now, the Denver Gazette is trying to say that I owe them $30 for a service that I didn't want nor use because they kept billing me after the renewal date. This is not an ethical business practice and seems fairly predatory.

  

  Business response

  09/04/2024

  The Gazette has wrote off the amount owed of $28.98 and the balance is now at zero.

  Customer response

  09/07/2024

   
  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

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I subscribed to the Gazette newspaper after talking to a rep set up in a local store giving out $10 discount coupons. As the term of my promotional subscription neared I called to cancel and was told I missed the deadline by one day and that my card had already been billed. I asked to cancel the subscription after the new one expired in May and was told on the phone that she would cancel the subscription and remove my card. I just received a renewal bill in the mail and called to ask why I would receive this notice since my subscription was canceled already and was informed I owe $9.82 for a magazine and a special holiday issue even though I never received either of them. I now realize my subscription was never cancelled, it was taken off auto renew and bills would be sent. This is a clearly a way to keep people on the hook and seems like a scam which is really sad for our local paper to do. I would like the $9.82 balance on my account to be removed and my account to be cancelled. I did ask this multiple times on the phone but she just keep repeating her script about how it is clearly written on the back of the renewal bill. This is true but I did not receive a renewal notice until AFTER the magazine and special edition I NEVER received were supposed to be delivered. It also says "Your subscription will automatically renew, continually be delivered and continually be charged UNLESS YOU CALL TO CANCEL which I did back in March

  

  Business response

  06/20/2024

  The Gazette has already written the $9.82 off the account and the account is now at a zero balance.

  Customer response

  06/21/2024

   
  Complaint: 21874037
  
  I am rejecting this response because:

  As of this morning June 21st 2024, my account still shows $9.82 due.  Please zero my account and CLOSE it. I have asked multiple times over the phone for this account to be cancelled/closed and cant believe I am still dealing with this!
  
  Sincerely,
  
  *********************

  

  Business response

  06/24/2024

  The print screen provided by the customer had to be taken prior to the finance department running processing which zeroed out the account. the account was stopped and the account is at a zero balance.

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am very disappointed with the correspondence and how the Gazette makes customers jump through hoops to close an account, I find that this resolution is sufficient. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Wednesday, March 27, I notified the Gazette by e-mail along with a picture that my morning paper was thrown under a parked car. Immediately, I received a phone call apologizing for this and that the matter would be taken up with the manager. Then on Wednesday, April 3, it happened again. I again e-mailed the circulation department telling them I wanted to cancel my subscription and receive a full refund. I received several phone calls wanting to discuss this. I do not want to discuss my account and e-mailed again on. April 3 telling them I did not want to talk with them about this issue and I wanted an immediate refund. Now April 21, I am still getting the newspaper delivered and have had no refund. I have mobility issues. No one should have to get on the ground to retrieve their newspaper. I am fed up with The Gazette. Please help me obtain my refund and cancelation. I do have pictures, but they are too big to send here.Thank you,*************************

  

  Business response

  04/23/2024

  The Gazette has a no refund policy which is clearly stated on the back of each renewal notice (print and email) the subscriber has received. Retention staff and the Field Manager has made attempts to contact her concerning resolution to her delivery and she has refused to answer the phone or return any calls. Therefore, no refund will be provided, and the subscription will be stopped on the expiration date 6/1/24.  

  Customer response

  04/24/2024

   
  Complaint: 21605043
  
  I am rejecting this response. After submitting this complaint,  the paper was again thrown under the car.  I have knee issues that make getting down on the ground painful to retrieve the paper.  Yes, after repeated emails letting them know the situation and speaking with someone about this, I am beyond fed up and do not want to talk withthim about their shoddy service.  If a refund will not be issued,  then at least deliver it in a safe location away from the car.

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

  

  Business response

  04/25/2024

  The newspaper will continue to be delivered to the standard location- the driveway. If the subscriber would like to have the newspaper delivered to a different location, she will need to call to discuss those other options and the related cost. The Gazette has a "no refund" policy and therefore the remaining balance will not be refunded. The subscriber can call me personally at ************ to discuss. 

  Customer response

  04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory . JUST DON'T THROW IT UNDER THE CAR.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My account was automatically charged for subscription renewal without any notice of any kind. When I received the alert from my credit card of the charge, I immediately called to explain that I had moved from Colorado and no longer was interested in news from there, nor was I aware of the auto renewal of my account and I requested a refund. The representative, ****, was very rude and advised they would not refund my money under any circumstances. He said the information about my account was available online and my being unaware of the auto renewal was my problem. Automatically charging customers without advance warning so that they can decide if they want to continue receiving your service in advance of purchasing it is reprehensible. No reputable business would force people to be their customer against their will and trick them by charging them without notice.

  

  Business response

  04/10/2024

  Per the conversation with the Gazette supervisor The Gazette will refund $109.89 which is the payment of ****** minus one month of $9.99. 

  After reviewing the call with the call center representative, it was determined that ******* followed the terms and conditions when explaining the no refund policy. ******* was not rude but following protocol. This refund was approved by management outside normal business policy. The customer has been a prior customer and was required to acknowledge the terms and conditions of the subscription prior to the subscription starting. 

  Customer response

  04/11/2024

   
  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

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are attempting to bill me months after cancellation. When I canceled, they said everything was clear, nothing due, and took my credit card off file, and said I should be good.However, since my "subscription" period was still paid through a certain time (even though I wanted the cancellation effective immediately), they charged me for a "holiday" edition paper after I canceled, which was an extra service I did not authorize, and happened after my cancellation.They sent me a bill, refuse the adjust it, and are threatening to send me to collections over $16 ($16 for an extra paper, which is ridiculous in it's own right). I spent a lot of time on the phone with someone who kept trying to explain it to me that it was perfectly ok for them to provide and bill for services after cancellation. She refused to waive the $16 and said they will continue to try and collect it. Kind of silly considering they will spend a lot more than $16 in the process of collection.Their ******** practices are deceitful and unethical.

  

  Business response

  03/12/2024

  The Gazette has written-off the balance owed of $16.81 and the account is now at a zero balance. 

  Customer response

  03/14/2024

   
  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

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been long term customers of the Gazette and have renewed our subscription for several years. The subscription expired in November 2023 and we did not renew the subscription. It has been our experience with every type of subscription in this industry that when the subscription period we've agreed to ends, the subscription is over. On February 27th, I received a letter from the Gazette dated February 5 saying that they regretted the subscription was discontinued and that we owed $57.51 for newspapers delivered after the subscription ended. (As an aside regarding the date shown on the letter vs. when I received it, I do not know if they waited a few weeks to mail out the letter or why the letter was dated so much sooner than when it was finally delivered to me.) I contacted customer service on 2/28/24 as it seemed like a misunderstanding and I wanted to make sure they correctly showed a zero balance on the account since we never renewed the subscription. The customer service person I spoke with was extremely rude, kept interrupting me, would not let me complete a sentence, and was so extremely unprofessional even my daughter who was sitting next to me could hear what they were saying and how badly they were treating me as a customer. I asked to speak to a supervisor and the representative refused. I advised that I would likely be filing a complaint with the BBB and that I would try to call back and hopefully reach a more helpful/respectful customer service representative. I called back and did reach a much more respectful customer service representative. Unfortunately she could not help me with the issue but at least she communicated in a professional manner. My request is that the $57.51 be cleared from the account and the account be considered paid in full. I will also try reaching out to leadership within the Gazette regarding the situation.In answer to the BBB question about military status my husband is a partially disabled veteran.Thank you.

  

  Business response

  03/01/2024

  The customer received the following notices: 

  1st Renewal- 10/24/23, 2nd Renewal- 12/1/23 3rd Renewal- 1/19/24. These notices also included a reminder phone call. Each one of these notices states in the terms and conditions the service is continuous and the customer must call in to cancel. The account was finally stopped on 2/1/24 for nonpayment. Therefore, the money owed on the account of $57.71 will remain on the account until which time it is paid. 

  See attached. 

  Customer response

  03/04/2024

   
  Complaint: 21362257
  
  I am rejecting this response because: there was not a single phone call made and in every instance in the past to continue service we have had to renew the subscription. We did not renew the subscription and only committed to the paper through the November expiration date our subscription ended. We have been long term customers and typically a business would as a courtesy removed such a charge when there is a misunderstanding. In addition, the Gazette response has not even attempted to apologize for how rudely and disrespectfully I was treated by the first customer service representative when I called to attempt to resolve this over the phone.
  
  Sincerely,
  
  *********************

  

  Business response

  03/04/2024

   Balance stands.   Management reviewed in detail the calls you have had recently with our customer service staff the call referenced by the complainant was not deemed an issue the claimant seems to think that it is bad customer service if *******/the company do not agree with her position.   ******* in question was detailed and thorough in his explanations- the claimant became belligerent when he would not acquiesce to her position and repeated that the balance would stand.  The Gazette stands behind its initial response we have provided the details and supporting documentation the balance stands and needs to be paid.

*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. ↩