Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started a free trial and then cancelled it within the period and never visited the site again. They continued to steal my money without permission due to an error on their end. I seen it as a charge a few days ago and raised the issue. I was very reasonable and stated to them that even though I did not give them permission to charge my card they could probably just refund me for this unused month since I sent another cancellation request the day the charge happened. They are attempting to steal more of my money for an unused month of service. I want a refund immediately. Anyone who sees this needs to avoid the free trial. If you cancel at any time get a response that has a hard copy or a written email as proof. Super scummy company that outsources customer service out of the country to more scammers. Until I get at least a partial refund, I will not close this complaint.

  Business response

  03/01/2024

  Thank you for contacting the Lexington Herald Leader. The account for ********* ***** has been reviews a refund request has been sent to finance for approval. Our records do not show a stop request to be process prior to the renewal date for the account. We show a request after the renewal draft. At this time the refund of $16.95 will be process ther request can take 5-7 business days to be credited back to the card on file. If you have any further questions please feel free to contact our customer service department at *************

  Customer response

  03/04/2024

  
  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 as long as the refund is approved and credited back to me. 
  
  Sincerely,
  
  ********* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For 6 weeks we have contacted the Lexington Herald-Leader daily through its call center about non-delivery of our pre-paid annual subscription and have received numerous promises that the problem will be addressed and resolved yet nothing has happened and we have not received delivery of the newspaper since the end of 2023.

  Business response

  02/06/2024

  Thank you for contacting the Lexington Herald. The account for ****** * ******** is being handled by our wecare team we will be working to discover what is going on with this route and what is being done to resolve the ongoing delivery issues.  A member of our wecare team left a message for ****** * ******** to assist in resolving this ongoing issue. Please continue to call and report any missed papers. We will continue to follow up with you by phone or email to ensure this is resolved. We apologize for this ongoing delivery issue there have been numerous route issues the delivery team is trying to resolve so that delivery gets back on track. If you have any questions please call our cusotmer service team at *************

   

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because we began notifying them at the first of the year and we have not received what we have paid for after contacting them daily about it.  They have not been truthful and have not done what they have promised in numerous contacts. Their response to resolve the problem cannot be believed nor trusted. We need to see actual resolution. 
  
  Sincerely,
  
  ****** ********

  Business response

  02/07/2024

  Thank you for contacting the Lexington Herald. The account for ****** ******** is being worked on by our wecare team. We received photo verification from the distribution manager that a paper was delivered on Wednesday February 7. We will continue to work with the distribution team to get the paper delivered in a timely and consistent manner. The Wecare team will be reaching out to ****** ******** to confirm delivery is being received. We ask that you continue to contact our customer service department when missed to ensure a complaint is logged for a missed paper. We will make sure this is resolved.

  Customer response

  02/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will see if they follow through with regular, reliable delivery that has been paid for.  If not, I will re-open the case and re-file the complaint.
  
  Sincerely,
  
  ****** ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My home delivery ceased last spring even thought I had paid for an entire year subscription. I have notified the party multiple times vial phone and email and still have not received a response or resolution to the issue. My account number is ********. In addition, I received a bill recently for another year subscription which I do not plan to renew unless the prior issue has been resolved and an appropriate credit given for services that I did not receive.

  Business response

  11/24/2023

  Thank you for you message to the Lexingon Herald. We do see complaints regarding missed deliveries for ****** ****** and do apologize on the service issues customer has been experiencing. The account will be credited and adjusted for the missed deliveries. We would not make a customer pay for service that has not been received. At this this time we are making an effort to get the delivery issues resolved. 
  
  

  Thank you,

   

  Customer response

  12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because I have had not correspondence regarding the correction of the issue outlined and have not been provided a refund.  I have been given this answer in the past and nothing has been done.  Once I receive a refund and explanation regarding delivery I will be satisfied.  

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

  Business response

  12/01/2023

  Thank you for contacting the Lexington Herald-Leader. The account for ****** ****** has been sent to finance for a refund of $205.20 the refund will go through an approval process and will be credit back to the credit card within 7-10 business days. The account has been stopped in our system no future billing will be sent out. If you have any questions you can call our customer service department at ************* We apologize for any inconvenience regarding this matter. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to cancel my subscription on line but was informed I had to call which is difficult for a teacher during the day. I took time today to call and cancel. I was on the phone for over 20 min as they tried to resell me the product. I told them I didn't use the online and only tried it as a 99 cents a month promotion. I had to tell 2 different people at least 10 times that I didn't need the service and please cancel. Finally I was sent to someone else and He tried to sell me and I again repeated that I just wanted to cancel and I didn't use the service. This time I told him to cancel and I would contact the BBB to let them know. He made one more effort to sell me again. I told them I understood that they were required to try to talk me out of cancelling but I didn't want to hear their pitch 10 times. It is ridiculous to have to deal with this. Thank you

  Business response

  11/02/2023

  Thank you for contacting the Lexington Herald. The account for *** ***** has been cancelled effective on the renewal date of 11/24/2023. Per our Terms of Service all cancellations are processed for the next renewal date. *** ***** will have access through that date. All billing information has been removed from the account to ensure no further payment deducations. We have requested to have the call pulled and listened to for training purposes. It is our goal to try and save our subscribers by offering different options and available discounts. But also to honor a subscribers requests regarding their account and we also need to make sure we are keeping an appropriate call time to meet the needs of our subscribers and our call volume. We apologize for any inconvenience regarding this cancellation request. 

  Customer response

  11/03/2023

  
  Complaint: ********
  I am rejecting this response because:

  They are trying, I don't buy the total response.  Part of the problem is that you can not cancel online, you have to call and only during certain hours.  Then you get the run around.  I signed up for a small rate then it jumped and this was the 3 time I had attempted to call.  I know this wasn't mentioned in complaint but I wanted to give some background.  They want you to call so they can try to put the squeeze on you.  I guess you can close but it is a sad way to do business.
  
  Sincerely,
  
  *** *****

  Business response

  11/06/2023

  Thank you for your message to The Lexington Herald. Like most businesses, we do like to hear from our customers to get feedback on why a customer is canceling a subscription. However, the Lexington Herald does offer several different ways to cancel a subscription. You can call, email, chat, write a letter or go online, ******************************************* We are sorry to hear you did not have a good customer experience. Please now, we strive for world class service and in this case, we apologize that this was not provided.

  Please feel free to contact us at ************ or ********************************* if you have any further questions or concerns.

  Thank you

  Customer response

  11/08/2023

  
  Complaint: ********
  I am rejecting this response because:  their response is a lie.  I tried to cancel online and was informed that I had to call.   So this response is not true.

  but it is not a problem this is the 3rd time I have tried to give them an opportunity to gain my business but they have screwed it up each time.  And they don't know how to tell it straight.  so just let it go.

  
  Sincerely,
  
  *** *****

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my 46+ year daily delivery subscription with the Lexington Herald-Leader newspaper on September 5, 2023 with a call to H-L Customer Service; I contacted them again via email that same morning. I had told H-L repeatedly that I would not pay any more than the current $31.24 per month I had been paying, although they kept a barrage of letters coming that always wanted more money - 60-110% more. On September 5 , I had enough and cancelled. They debited my auto pay $63.84, so I visited my bank to get the charge reversed, which was accomplished. They sent me a bill offering a long-term choice of huge prices and I wrote them a letter (dated 9-17-23) reminding them I had cancelled my subscription. I thought that was the end until I got another bill on 10-12-23 threatening me with "future collection attempts". I want the ridiculous $64.80 charge to be erased and to have no further contact from the Herald-Leader.

  Business response

  10/16/2023

  Thank you for your message to the Lexington Herald-Leader. Our records show your account expired on 9/1/23. Your account has been on an automatic payment option each month. The payment on 9/4/23 was for the renewal for the next month. Since the call and cancellation was after the payment posted, the account was set to stop on the newest expiration date, which was 10/1/23. Our rates are subject to change. When/If there is a rate change, we notify the customer by email and/or letter to allow time to call to cancel or change the delivery. In this case, we did not receive a call prior to the next payment renewal. The account was stopped on the expire date of 10/1/23.

  However, *** ***** canceled the 9/4/23 payment with his bank, which in turn, placed the account in arrears. The balance due is showing $64.80.  As a one time courtesy, the Herald-Leader has cleared the account. As of today, 10/16/23, the account is shwoing a 0 balance. We are sorry to lose *** ***** as a subscriber. The rate on the account is a discounted rate compared to the Published rate. We try to keep the discounted rates in place for our renewal subscribers. We are sorry to hear *** ***** declined to continue the delivery.
  

  Please feel free to contact us at ************ or ********************************* if you have any further questions or concerns.
  Thank you

  Customer response

  10/17/2023

  
  Better Business Bureau:
  
  

  *** *******
  
  

  A couple of hours after I submitted my complaint, I received a letter from Chase bank saying they had done their research on the Herald-Leader's wrongful debit of my auto pay through my bank and the temporary reversal of their charges is now permanent.  The attachment is a photo copy of the letter if you want to include it in my complaint. 
  
  

  
  
  

  Thank you,
  
  

  
  
  

  ****** *****
  

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

  ********** **  *****
  

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Non delivery of paper. Since 5/29/2023. I have received 9 papers. Since that date I am missing 95 papers. No explanation or contract by company.

  Business response

  10/06/2023

  Thank you for bringing this issue to our attention. It’s vital that we hear from our customers when they are not satisfied with the services. We received the complaint on 10/5/23 with assigned ID # ********

  Account Number  *******  ***** ******

  We received a payment in the amount of $351.88 on 5/10/23 and will refund the payment in its entirety. We apologize to Mr. ****** for the lack of service in regards to the delivery of his paper.  We ask that Mr. Freeman allow up to 20 days to receive his refund.

  Sincerely,

  ***** ***** Customer Care Specialist 

  Customer response

  10/24/2023

  
  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,
  
  **********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Lexington H-L did not deliver my Sunday paper for 7 months of the 1-year subscription, and did not respond to requests for delivery for 4 months. I terminated the subscription May 1st 2023, and asked them to stop all contact. May 5th, they phoned me to try to get me to resubscribe, and I again asked them to stop contacting me. In August 2023 received a collection agency warning to pay them. When I submitted the correspondence to the agency (without payment), I heard nothing more. Then, on 25 Sept., I received a written letter from the Lexington H-L with heading "we miss you, come back" and a statement that if I re-subscribe I still owe them money in addition to the new subscription. I did not receive even 50% of what I subscribed for originally and now they want 25% more plus a new subscription. This is fraud and a scam.

  Business response

  09/26/2023

  Thank you for contacting the Herald Leader. The account for ***** ****** was stopped on 6/18/2023 . The last complaint for no paper in our system was September of 2022. It is vital to call when you are missed so that a record of poor service is recorded. At this time the account has been cleared of the balance and the ARMS agency which is a non reporting agency has been notified to stop any and all collection attempts. The retention and solicitation department has been notified to add this account to the do not call list. If you have any questions please contact our customer service department at ************* 

  Customer response

  09/26/2023

  
  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,
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Friday, August 25, my American Express credit card was charged $203.99 by Lexington H-L. I had NO NOTICE that this charge was going to be made, and if I had received a notice, I would have cancelled my subscription and had the charge stopped. I DO NOT WANT this subscription. I would like to have the full $203.99 refunded to my American Express card. This is extremely poor business practice, to prey on people with auto-renew and not provide a courtesy notice to the customer about an upcoming payment as massive as that one. Please issue me a full refund and cancel this subscription. I never want to do business with this company again.

  Business response

  08/31/2023

  Thank you for contacting the Lexington Herald Leader. At this time the account for ********* ******* has been cancelled effective immediately a refund of $203.99 has been sent to the finance department for processing. This is a one time refund and our Terms of service explain the refund policy. We were unable to send a price increase letter due to the fact ********* ******* completely unsubscribed to receiving emails no physical address for the account was provided as well. We had no way of sending the letter. Please allow 7-10 business days for the refund process to complete. The credit card on file receive a credit for $203.99. If you have any questions please contact our customer service department at ************* 

  Customer response

  09/01/2023

  
  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,
  
  ********* *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried a million ways to cancel this subscription and I either get hung up on or a text chat goes dark. This is INSANE!

  Business response

  08/03/2023

  Thank you for contacting the Lexington Herald Leader. The account for ****** ***** has been stopped effective 8/21/2023 which is the paid to date on the subscription. All billing information has been removed and no further charges will drafted from ****** *****'s account. If you have any further questions please contact our customer service department at ************* 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11, 2023, I contacted customer service at the Herald Leader and requested cancellation of services. They replied with a link to cancel. I clicked the link and it didn’t give an option to cancel. I then emailed again that I had clicked the link and was trying to cancel. At this point I started receiving 4-5 calls a day asking me to resubscribe. I answered and told them I did not want to resubscribe but complained that they were still delivering papers. The service member said it took a few weeks to get the service to completely update and stop. In May or June I received a bill and called to contest it given that I had requested cancellation 2 months prior. The person on the phone said the service was cancelled but that I should just pay the bill because it wasn’t that much. I told her it was for me and that it was fraudulent as I had requested cancellation months prior. She apologized and said she would “take care of it.” I thought this meant the dispute was settled. Last week on 7/19/23 I received another bill with a late fee (the first since the May or early June bill that I thought had been “taken care of”). I called 7/20/23 and disputed the charge again. The customer service rep reportedly spoke with their supervisor and got the charges deleted. Today, 7/25/23, I received a letter from A.R.M. Solutions, Inc that says it is a debt collector to collect debt owed to Lexington Herald Leader. Now my credit is compromised due to a bill I never should have received and had been told had been resolved. Since going through this, I have learned that several family members and friends had gone through similar experiences with Lexington Herald Leader and it became clear this is not an isolated incident and they are as corrupt as a company may be. I would like the company to submit a correction to the credit agencies withdrawing the debt collection as well as an apology.

  Business response

  07/26/2023

  Thank you for contacting the Herald Leader. The account for ******* ***** was stopped on June 5, 2023 our records show a request for cancellation was received and a link to cancel service was sent but the transaction not completed. The link asks the reason for the cancellation, gives multiple offers to continue service and if you click through that it gives you a final option and cancels the account. Your feedback regarding the cancellation link has been forwarded to our management team. The account continued into a grace period which we give subscribers to remit payment or cancel service. An error occurred in the cancellation process and the account was not stopped correctly. The balance on the account has been removed. We apologize for any misunderstanding or miscommunication regarding the request to cancel service. ARMS which is a non reporting agency has been updated and no further collection attempts will be made. Attached is a letter of closure from the ARMS agency. If you have any questions please contact our customer service department at ************.

*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. ↩