Gannett

Gannett took over a local buying/selling classified magazine in South Louisiana, the Quik Quarter. The Quik Quarter has 2 separate editions that go to different regions, giving advertisers the ability to reach their targeted audience. Since Gannett has taken over, they raised the rates of edition #2 (which is half the size and has half the circulation) to the same as edition #1, and are now forcing their advertisers to place ads in both editions. They continue to market their publication as a 2-edition publication, but that is not the case if they are both the same. The problem is that they are NOT both the same. Despite having a price sheet for 2 separate editions, and despite being shown the different ads in the actual papers, the sales team who handles recruitment will no longer allow their customers to place an ad in one or the other. They have not provided anything in writing to back up this new rule, and instead are double charging for advertising. This is a very underhanded way of doing business, especially since their prices are already exorbitantly high!

Review: THE OSHKOSH NORTHWESTERN HAS SEVERAL FREE PUBLICATIONS WITH VARIOUS NAMES. THESE FREE NEWSPAPERS ARE DELIVERED TO PEOPLES HOMES. I HAVE REQUESTED SEVERAL TIMES THAT THEY STOP DELIVERING THESE NEWSPAPERS TO MY HOUSE AT [redacted], BUT THEY CONTINUE TO DELIVER THEM ANYWAY. THEY HAVE DAMAGED MY SNOWBLOWER, AND THEY FORCE ME TO COME OUT AND THROW THEM AWAY. THEY ALSO KILL TREES TO PRODUCE THESE PAPERS THAT I DO NOT WANT. THEY ARE LITTERING ON MY LAWN AS IF THEY ARE GOING TO FORCE ME TO READ THE GARBAGE IN THEIR PAPERS.Desired Settlement: STOP DELIVERING NEWSPAPERS TO MY HOUSE

Business

Response:

The

Oshkosh Northwestern has received the complaint regarding delivery concerns of

several free publications from Mr. [redacted]. It is the Oshkosh

Northwestern’s desire to resolve all concerns to the satisfaction of our

customers. The

Oshkosh Northwestern has strict delivery expectations regarding delivery of all

our publications. These expectations and practices are outlined in each

Independent Contractor’s agreement, which is signed by each Independent

Contractor. We sincerely apologize the

Independent Contractor on Mr. [redacted]’s route was not following the practices

outlined per the agreement, one of which is to cease delivery to any customer

that requests such. Due to this breach

in contract, we have replaced the Independent Contractor on Mr. [redacted]’s route. We have met with the new Independent

Contractor to ensure the delivery expectations outlined in the agreement are

understood and to ensure the free publications are no longer delivered to Mr. [redacted]’s

property. We have also implemented

weekly inspections of the routes to ensure Independent Contractors are meeting

the delivery expectations. Our District Managers will also be discussing the

delivery expectations with the Independent Contractors to ensure the

expectations outlined in the agreement are understood. It

is the Oshkosh Northwestern’s desire and expectation to ensure that each

customer within the delivery area who wishes to receive our publications get them

delivered either on the porch or in a paper tube; and that any customer that

does not wish to receive the free publications can have delivery stopped within

48-hours upon requesting such. If

you require further information about the above-referenced complaint, please do

not hesitate to call me at ###-###-####. The Oshkosh Northwestern hopes

to resolve these issues to the satisfaction of all parties concerned.Very

truly yours,

[redacted]Office

Administrator/NC StatesGannett

Publishing Services

Consumer

Response:

[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.]

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

Review: I contacted you several weeks ago concerning a Deal Promotion with the Belvedere Polish Restaurant in Denver. I puchased two promotion certificates through Deal Chicken for this restaurant several months ago and I have now learned that the restaurant is no longer in business.

Voucher Numbers: 2263523-393-278

2263523-429-023

Please advise how I can be reimbursed for these vouchers, which are no longer usable.

As mentioned above, I did contact your customer service department several weeks ago about this issue, and as of today, I have received no response.Desired Settlement: Refund

Business

Response:

We have confirmed with the merchant that the new business/owner at the location is accepting and honoring the certificates. The customer was informed by our customer service team via email on 6-19-15. They are able to redeem their certificate.

Consumer

Response:

[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.]

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

Review: I signed up for the Paper through delivery with the Post Crescent at a subscription drive offer at a local grocery. I gave them my debit card and they said my subscription would start immediately. Two weeks later I still had no paper and their followup computer call, when I selected not satisfied, simply said thank you and hung up. When I try to call subscription service, I am sent to voicemail and then a recording says the voicemail is full. They have continued to bill me for 5 months and not delivered a single paper!Desired Settlement: I want a full refund of all money paid for no service and cancel my account. It only favors them my money has paid the account, but they haven't delivered. I want no other resolution

Business

Response:

We stopped the account for Mr. [redacted] effective 5/14/15. We applied credit to the account to allow for a full refund. A refund of $39.93 is showing on the account and will be processed in the next 5 - 7 days. I have not been able to reach Mr. [redacted] by phone but I will continue to call and will email him a the [redacted] email address.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have received no phone calls from the Post crescent and have yet to receive any refund. However, they continue to email me to come back and resubscribe! As of today, there has been no resolution / refund from the Post Crescent.

Regards,

Business

Response:

Mr. [redacted] confirmed today that he did received his refund.

Review: On 3/12/14 I contacted Gannett about my renewal of the Sheboygan Press weekend delivery newspaper. I had just rec'd a bill for $12 for an "auto-pay" renewal requiring my credit card number. I phoned Gannett indicating that I wanted to pay by check. They said the only way that would be allowed was to pay for 1 year all at once for $144. I sent the check in for $144 thinking that I had paid for a full 1 year subscription. Later in September I received a bill for $12.01 due 9/28/14. Then they sent another bill for $33.51. I called to tell them I was paid for a year. Gannett claimed that in April after I paid the full year subscription, the monthly price for the weekend paper increased to $19, and I actually owed them $8. I told them I was quoted the $144, and was never notified of the increase 1 month later, nor should it have affected the rate I paid in full in March. Every phone call indicates that it's recorded. I told them to go back to 3/12/14 recordings & they'll hear what I was told. This is a complete "bait & switch" tactic and the reason why I WILL NOT give them my credit card number.Desired Settlement: I feel that I paid the 1 year subscription in good faith with them and I am owed that 1 years worth of newspapers.

The rate increase the following month should have no bearing on me until I renew in 3/2015 (which I will NOT be doing). Gannett has been pushing hard over the past 2 years to put all payments on credit card. I can see that they want to do this so they can keep increasing the rates & people don't realize it as they pay their credit card bill. I believe that practice might be similar to the "cramming" that the phone companies used to do.

Business

Response:

This customer has since re-started their subscription, do I still need to respond? Please review and advise. Thank you!

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although Gannett did not fulfill the original 1 year subscription we paid for in March, they have provided us with an offer that will allow us to pay via check on a monthly basis. We still do not feel comfortable giving them our credit card because they like to keep increasing rates without notifying their customers. We certainly hope the rate will remain for a while.

Review: I had a subscription for home delivery of this newspaper, beginning 10/25/15. I was told I would receive a paper tube for the carrier to put the paper in. I did not get it and as a result, 4 of the 12 days I did not get a paper. If I did, it was stolen because either they plopped it on top of my mailbox or threw it in the 4 foot ditch behind my mailbox. I called to ask why I hadn't gotten a tube, and they promised it would be installed in 2 days. That was on Tuesday, 11/3. Today I still don't have a tube and I didn't even get a paper. Of the 6 days this week, I received 2 papers. I called to have them stop my subscription, because when I don't get the paper delivered, I'm paying for another one. I was given a 6 minute speech basically telling me it was my fault. I insisted on cancelling, she continued to try to talk me out of it. This is the worst service and customer service I have ever been subjected to.Desired Settlement: I would like my subscription price refunded to me.

Business

Response:

I spoke to Ms. [redacted] today. She has contact information for the local manager and will continue discussions with them about the tube. There was a $24.00 credit applied to the account. Ms. [redacted] hung up during out call. If she would like to discuss this further I'm willing to discuss it with her.

Consumer

Response:

The Gannett company has done nothing to help me out. Yes, a woman called me, but she has no idea which complaint she is dealing with, she admitted this herself. The subscription manager, of the Green Bay Press Gazette, got in touch with me. This Gannett Company should have given me the number in Green Bay, rather than ignore my complaint, because their so-called customer service reps don't know what paper I was talking about, and then didn't even contact that paper to tell them I had complained. This is not the way to rub=n a business.

Business

Response:

The customer was contacted about placement of the tube. The account was credited $24.00 and the account has been restarted.

Consumer

Response:

[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.]

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

Regards,

Review: I shop at [redacted] in Wautoma, WI. And, at times they have the Gannette people in there trying to get people to sign up for their paper. In December 2015 I sign up and got a $5.00 gift card for signing up. And was told I should be getting paper delivery shortly. I waited like a month, and no get paper. I wrote to them on 1/8/2016 and have not heard from them. I got charged $26.00 and to this day I have not heard from them or got a refund.Desired Settlement: Would like the money that I was charged for $26.00.

Business

Response:

We did confirm that Ms. [redacted] did place the order for a subscription with one of our kiosk vendors and made a payment of $26.00. We found this order and found it was not started because the address is not an address that is deliverable by carrier for us. We refunded the $26.00 to Ms. [redacted]'s credit card on December 22, 2015. I did call Ms. [redacted] this morning and asked her to check her credit card statements again for this refund.

Review: After several calls to customer service we are still getting the paper on days we did not order the paper. Also our paper gets wet if it rains and we have requested it be put in a plastic bag but it has not been done.Desired Settlement: Deliver the paper on the correct days and always put the paper in a plastic bag.

Business

Response:

The

Wausau Daily Herald has received the complaint regarding delivery concerns from

[redacted]. It is the Daily Herald’s

desire to resolve all concerns to the satisfaction of our customers.

The

Wausau Daily Herald has strict delivery expectations regarding delivery. These expectations

and practices are outlined in each Independent Contractor’s agreement, which is

signed by each Independent Contractor. We

sincerely apologize the Independent Contractor on Mr. [redacted]’s route was not

following the practices outlined per the agreement, one of which is to ensure

delivery to all subscribers listed on the carrier’s route for their respective

frequency of delivery.

To

ensure Mr. [redacted]’s delivery concerns are resolved, the District Manager will

work directly with the Independent Contractor and provide the information and

supplies necessary to rectify. In the

event the concerns aren’t resolved satisfactorily, a breach letter will be

issued to the Independent Contractor. We

have also implemented weekly inspections of the Daily Herald routes to ensure Independent

Contractors are meeting the delivery expectations.

If

you require further information about the above-referenced complaint, please do

not hesitate to call me at ###-###-####. The Wausau Daily Herald hopes

to resolve these issues to the satisfaction of all parties concerned.

Very

truly yours,

Review: I have called 3 times in the past month to stop getting the bargain bulletin delivered to my address. I DO NOT wish to receive this publication, they throw it randomly in my yard, I recently had surgery and cannot pick up this paper. Twice I have left a voice mail message and once talked to a gentleman that assured me it would stop, it hasn't, they are littering my property and I only want it to stop!!!!!!Desired Settlement: Do not deliver to this address

Business

Response:

Good afternoon, [redacted].

Gannett Publishing Services has received your letter regarding a complaint from Ms. [redacted] concerning an unsatisfactory transaction with our business.

The letter has been forwarded to our Human Resources Department for further evaluation. Please allow our company some additional time to investigate Ms. [redacted]’s allegations. I assure you Gannett Publishing Services is taking his concerns very seriously and will research a solution promptly and respond to you accordingly.

Thank you for your consideration. Gannett Publishing Services is sensitive to consumer’s rights and we take this complaint seriously.

Have a fantastic afternoon,

Business

Response:

Gannett

Publishing Services has received your letter regarding a complaint from Ms. [redacted]

[redacted] concerning an unsatisfactory transaction with our business.

Our

Distribution Director and Home Delivery Manager have followed up with the Independent

Contractor to ensure delivery is stopped.

We’ve also taken all necessary actions in our system to ensure this

address is on our “do not deliver” list.

I assure you Gannett Publishing Services is taking her concerns very

seriously and will take every measure to ensure this is corrected.

Thank

you for your consideration. Gannett Publishing Services is sensitive to

consumer’s rights and we take this complaint seriously.

Respectfully,

Gannett

Publishing Services

306

W. Washington Street

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

I accept their response.

Review: I have experienced numerous issues with the Post Crescent's EZ Pay system. I receive regular notices from them indicating my payment didn't process (despite the fact that I have other automatic payments set up for which there are no issues). When I have attempted to resolve this by phone, I have been told that it will be more expensive to have my newspaper subscription set up for payment by mail, to avoid these errors in their payment processing each month. I have attempted to resolve this issue both via phone and email and have yet to reach a resolution with this company. I value their newspaper service, but having billing issues occur each month is frustrating and the company's lack of ability to aid in resolution is equally concerning. I have to wonder, at this point, whether I'm being taken advantage of as a senior citizen.Desired Settlement: Would like billing moved to paper billing (versus electronic, since company can not seem to process without issues) with out increase in subscription rate.

Business

Response:

Re: Case

# [redacted]

Account: [redacted]

Dear

Ms. [redacted]:

The

Appleton Post-Crescent has received the complaint regarding billing/collection

concerns from [redacted]. It is the Post-Crescent’s

desire to resolve all concerns to the satisfaction of our customers.

I

am emailing to you a copy of my letter of apology and explanation to Ms. [redacted].

You

will note that we spoke with the daughter of Ms. [redacted] to explain why we

believe she is incurring issues with her billing/collection. We hope that these actions address her

concerns.

If

you require further information about the above-referenced complaint, please do

not hesitate to call me at ###-###-####. The Appleton Post-Crescent

hopes to resolve these issues to the satisfaction of all parties concerned.

Very

truly yours,

Gannett

Publishing Services

September 26, 2014

Via email: [redacted]

Dear

Ms. [redacted]:

I

sincerely apologize for any inconvenience and misunderstanding in regards to

our EZ-Pay offer and process in regards to your subscription. It is the Appleton Post-Crescent’s desire to

resolve all concerns to the satisfaction of our customers.

Our

customer service representative [redacted], spoke with your daughter regarding the

issues you’ve experienced with your credit card declines/updates. The issue as we understand it is that the

financial institution that issued your card has put a block on the card for any

reoccurring charges/payments. This block

is to serve as a customer safety measure and needs your request for removal so

we are authorized to automatically pull funds from this card on a monthly basis.

It

is truly our desire to resolve all concerns with our customers to their

satisfaction. If you have any further

questions or concerns, please do not hesitate to contact me directly at ###-###-####.

Very

truly yours,

Gannett

Publishing Services

Consumer

Response:

Review: I had been receiving the [redacted] with a Wednesday and Sunday subscription. In October 2014 I spoke with the circulation department regarding cancellation of my account. I was told at that time I could just put my account on hold and start it up at any time. I was also told that I would have access to the online news during this period.

The first of November Gannett charged my account with a $15.73 fee. I called and explained to the account department that my account should not have been charged, I was told that I had credits on my account that would keep the paper delivered through the 2nd of November and no additional charges should've been collected.

The account department submitted a refund for me.

November 5th I received a refund of $10.55 which is $5.18 short. I called the account department again and at this time I was told the remaining $5.18 was a prorated fee for my delivery since I received the paper 7-days a week. I discussed that at no time did I ever receive the paper 7-days a week, that my deliveries were Wednesday and Sunday's ONLY and I wanted the remainder of my money refunded. I was told a refund would be processed.

Today (11/26/14) I checked my account and no remaining refund has been processed. I again called the accounting department and now I was told that the $5.18 was kept due to the electronic access of the paper and I would've been told that. Since I went through the circulation department and not the accounts department I was never told that I would continue to be charged for electronic access (which I have not used).

This is theft and companies should not be allowed to steal money.Desired Settlement: I want the remaining $5.18 that is due to me. If I had been told that I would continue to be charged for electronic access I would not have put my subscription on hold but would have cancelled it.

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive two phone messages regarding the refund, I did not get an opportunity to call back in a timely manner.

Review: I operate [redacted] Ristorante in [redacted], GA. A restaurant that as advertised with [redacted] for almost a decade. Recently, I took over as operator and kept this relationship. In fact, when it came time to redesign and print my menus my Rep Glenn F[redacted] was my first phone call. This was on June 12, 2014. I asked if he would be able to have the menus designed and printed before school started August 4, 2014 and he assured me that would not be a problem. He also sold me on a $2800 package to mail out the new menu and have Togo menus printed which I agreed since they would be mailed out on August 21, 2014 and that would have given us time to sort out any kinks and be ready for a mass mail out.

Quickly the design team had the Togo menus to me and I approved them and was very happy with the job. I was then charged my $2800.00 and told the menus would be mailed out the weekend of the 21st. In response I asked how the design for the dine in menus were coming along. I received no response. In fact I emailed every week for almost 7 weeks before finally being told on August 14, 2014 that the designer, Jason L[redacted], had been on vacation for two weeks and was just beginning the design. I then spent the next few weeks stressing on how these menus would be done in time. Again, the designer went on vacation and the design was then switched to a new designer, Jon Chiusano, who in 2 days had the menus proofed and completed, but by this time it was Friday, August 22, 2014. Which as I mentioned above, the Togo menus had already hit the mail.

Saturday, August 23, 2014 I was assured that the menus would be printed and overnighted to me Monday, August 25, 2014. It is now Wednesday and I have just been informed that they were not printed until Tuesday and were not shipped until that evening and will not be delivered until Friday Afternoon, hopefully.

In the meantime, I have had to go to [redacted] and print temporary menus in order to be able to launch the menu that YOUR company mailed out. I am extremely disappointed in the experience I have had with these menus and their printing process. The fact that the designer took two weeks of vacation and no one else took the time to make sure this order was made in time is ridiculous! The only change to the order I made was canceling the dessert menu and adding the early bird menu which should not have affected the lunch and dinner menu design process. I have paid a lot of money for the design and mail out of this menu and find it insulting that I have had to go to [redacted] and spend now almost $600.00 to have menus printed to be able to accommodate the restaurant since you mailed out my menu this past weekend and left me with no choice but to launch the menu.

I will no longer be doing business with any aspect of your company.

The stress and expense of this venture was far more than I anticipated. I also find it unprofessional that for seven weeks no one could answer my emails or questions about a time frame for the design of these menus or the printing of them. And then to be told they would be here Tuesday just to find out I might get them sometime Friday night is beyond my understanding.

This was sent to both the Direct Supervisor and the CEO G[redacted]

I do not appreciate the lack of customer service that went into this project and I hope for you sake that this is corrected with your future customers. If some had told me in June when I placed the order that it would be almost September before I received the menus I would have looked elsewhere.

I do not know what the correct course of action should be to remedy this situation, but I do not believe that the money I spent on this project was not worth the time and stress in brought along. I do believe some sort of compensation should be provided and a refund of part of my purchase should be made.Desired Settlement: I expect a partial or full refund for the stress and added cost this lack of customer service has provided.

Business

Response:

I called [redacted] yesterday in an effort to achieve resolution regarding his complaint about the dine-in menus he ordered. He requested that we schedule a call for today to discuss the matter and I just concluded my conversation with him.We reached an amicable resolution that will allow us to maintain our business relationship with the full suite of products they've ordered in the past. During the conversation, I was also able to clarify a few misconceptions about what took place. Most notably in regards to the timelines he described that were a direct result of amended orders and the vacation time taken by one our ASCs, not one of our artists, which did not have an impact on our turn-around time. He acknowledged these points and now has a better understanding of how those components of our business work for the future; this should help him better understand expectations moving forward.I agreed to offer him a $600 make-good towards his next agreement considering we were unable to meet his expectations for this order. This amount will off-set the money he spent at [redacted] while waiting for our product to arrive. His local representative will call him this afternoon to schedule a meeting to further discuss the details of his upcoming campaign*If you have any questions or require additional details regarding the resolution we reached, please let me know.