Complaints

• Initial Complaint

  07/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Well, the Lexington Herald-Leader has done it once again. My subscription expired 3/12/23 and I chose not to renew it. I received an email from them on 4/6/23, telling me my renewal statement was not available. I responded telling them I had not renewed my subscription. I received an email the same day thanking me for contacting them. They also stated I was up for renewal. I considered the matter closed and did not respond. On 4/10/23, I received an email stating "As we haven't heard from you for some time, we are going to close this communication. Best regards, Annie VIP Agent - Customer Service Dpt.". Over, done with, right? Oh no, they sent me a statement telling me I owed them $58.20. I sent them a letter along with copies of the emails and told them I did not owe them anything and was not going to pay it. I also told them that they have shoddy business practices and I was going to report them (this is not the first time I have reported them to the BBB). This week I received a letter from a collection agency. I called them today to dispute this debt. I told them the story and they are looking into it. Can't something please be done about them? My husband and I are trying to buy a house and even a small debt like this could derail plans. Thank you.

  Business response

  07/17/2023

  We apologize for this and the $ 58.20 balance was cleared on 7/16/23 and also with Arm Solutions.

  Please disregard any notice dated prior to 7/16/23.

   

  Thank you,

  Herald Leader

  Customer response

  07/17/2023

   
  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

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/7/2023, I received a PayPal notification of a payment of $216.23 to the Lexington Herald Leader. When I examined the entry on PayPal, it said it was an automatic renewal of a digital subscription started the year before. Oddly, it also said the price for an annual subscription was $120. I called the number listed on the internet for the Herald Leader, and was told that the rate had gone up (I had had no warning of this) and that $216.23 was a "good rate" because the general price was over four hundred dollars. I told the person I spoke with that I wanted to cancel and that I wanted a refund, He replied that it was "company policy" not to refund money.

  Business response

  07/11/2023

  Thank you for your message to The Lexington Herald. We apologize for the difficulty you had with our customer service team. One of our specialist was able to contact *** **********. We agreed upon keeping the digital subscription at the rate of $120.00 for 52 weeks. *** ********** agreed to keep the subscription and receive a refund of the difference. The refund has been requested in the amount of $96.23. This will be credited back to the card.
  Also, please note, the card information has been removed from our system and is no longer on an automatic payment option. *** ********** will receive a renewal bill in the mail 3-4 weeks before the expiration date. 
  Please feel free to contact us at ************ or ********************************* if you have any further questions or concerns.
  Thank you

  Customer response

  09/12/2023

  
  ********** ********  I am rejecting this response because:  My initial complaint and the response are copied here: "Initial Complaint 07/09/2023 Complaint Type: Problems with Product/Service Status: AnsweredMore info On 7/7/2023, I received a PayPal notification of a payment of $216.23 to the Lexington Herald Leader. When I examined the entry on PayPal, it said it was an automatic renewal of a digital subscription started the year before. Oddly, it also said the price for an annual subscription was $120. I called the number listed on the internet for the Herald Leader, and was told that the rate had gone up (I had had no warning of this) and that $216.23 was a "good rate" because the general price was over four hundred dollars. I told the person I spoke with that I wanted to cancel and that I wanted a refund, He replied that it was "company policy" not to refund money. Business response 07/11/2023 Thank you for your message to The Lexington Herald. We apologize for the difficulty you had with our customer service team. One of our specialist was able to contact *** **********. We agreed upon keeping the digital subscription at the rate of $120.00 for 52 weeks. *** ********** agreed to keep the subscription and receive a refund of the difference. The refund has been requested in the amount of $96.23. This will be credited back to the card. Also, please note, the card information has been removed from our system and is no longer on an automatic payment option. *** ********** will receive a renewal bill in the mail 3-4 weeks before the expiration date. Please feel free to contact us at ************ or ********************************* if you have any further questions or concerns. Thank you" I received a refund of the entire $216.23 on 7/17/23. I thought this matter was resolved, but today I received a letter from ****** ********* ** ********** ******** **** *** ***** ********** ** ****** ****** **** ** ** ********** * **** ****** ** *** ********* ************** * **** ** ************* **** *** ************* ***** **** ********** **** **********

  Business response

  09/12/2023

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 9/12/23 with assigned ID ********* ******* * ********  **** **********

  Please accept our apologies.  i have cleared your account with ARM.   ARM does not turn any of our accounts into credit reporting agencies.

  Sincerely,

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

   

  Customer response

  09/13/2023

  Better Business Bureau: Yes, I accept. I do hope they are telling the truth.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

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 21, 2023, I was charged $16.95 for a renewal of my subscription, 2 days before my existing subscription expired. I called on June 22 to cancel my subscription, and they refused to refund the charge for the premature subscription renewal. I chatted with them online and called them on the phone, and they refused to refund the charge. Lexington Herald Leader Account #*********

  Business response

  06/22/2023

  Thank you for contacting the Lexington Herald Leader. The account for ******* ********* has been stopped effective immediately the drafts can be taken up to 6 days before the renewal date. Our Terms of Service do state we do not prorate refunds cancellation will be upon the next renewal date. I have put in a request to refund the last payment of $16.95 the finance office will process the refund upon approval the money will go back to the card on file. No further charges will be taken if you have any questions you can call our customer service department at ************

  Customer response

  06/22/2023

   
  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

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Very poor delivery service. Have not had a delivery for a week. Cannot talk to a person when you call their customer service. No customer service at all. Have called and email but no resolution, subscription is still paid until end of June.

  Business response

  06/06/2023

  I called and spoke to *** ***** ****** today, June 6th, and offered apologies for the poor service and made sure her account was credited for the missed papers and confirmed her renewal date of 7/7/23.  She also mentioned neighbors nearby and the people who live in the Burbon Heights nursing home are also not receiving their papers.  I reached out to the operations director and manager for their help getting this corrected with the distributor as soon as possible and will follow up with *** ****** tomorrow to see if she received her paper.  ** ****** also has my contact information in the event any future issues occur and she thanked me for the call.  

  Customer response

  06/06/2023

  
  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

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EXPLANATION of PROBLEM Please see Page 1 of uploaded PDF document

  Business response

  02/16/2023

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 2/26/23 with assigned ID #********
  Account #1****** * ******* *****
  The arrears on the account have been waived off the account. 
  
  We have contacted the ****** ********* ********** ******* They have been notified you do not owe the amount on the account. *** does not turn any of our accounts in to credit reporting agencies. 
  
  
  Thank you for allowing us the opportunity to rectify this matter by zeroing out the account. 
  
  
  This statement is on the order form and on the invoice. 
  For your convenience, your subscription will automatically renew after the initial term at the current rate unless you tell us to cancel. Cancellations take effect at the end of your current subscription term. All subscription account payments are nonrefundable. All subscriptions include applicable sales tax on the print and delivery charge. Our content is delivered to you by various methods and formats. We reserve the right to substitute the delivery and format of your print subscription with only an eEdition (digital replica of a print edition) at any time. Notice of delivery and format changes, except those caused by inclement weather, will be given at least 30 days in advance. Notice of rate changes will be mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change. You can cancel at any time by contacting our customer service center at ***************  **********
  ***** ****
  Customer Care Specialist
  
  

  Customer response

  02/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Monthly delivery subscription No delivery of newspaper feb 1-10 Numerous calls to company. Still no paper Request compensation and back orders of paper

  Business response

  02/15/2023

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 2/13/2023 with assigned ID * ********

  Customer:  ***** ********   ******* **  *******

  We apologize to *** ******** for the lack of service from February 1, 2023 through February 10, 2023.  His account was extended by 11 days for the missing nine papers and i have extended it an additional two weeks.  A member of our distribution team dropped off several of the missing papers to *** ******** (unfortunately, we did not have all of them).

   

  We will continue to do everything we can to provide the proper delivery service of the Lexington Herald Leader and resolve any issues as soon as possible.  If you have any further assistance please call 1-800-999-8881 
  Thank you for your patience and continued support of local journalism.

  Sincerely, ***** ****

  Customer Care Specialist. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a text from **** that I had a charge on my CC for $105.99 on 12/12/2022. I immediately called to cancel my subscription. After a hard push, the girl (could not catch her name) cancelled my subscription. She did tell me to contact my credit card company to cancel without telling me why. I thought when the phone call was over that with the cancellation, my money would be refunded. Then on 12/21/2022, my **** statement still shows the $105.99 and no refund. I contacted the L H-L on the phone the same day to find out why no refund. They stated to me that my account was done on 12/06/2022 and that since I did not call until 12/12 that I could not get my refund and to contact the CC company. While on the the phone I looked up my account ******** and it showed my Expire Date being *********** So my question is, there is a difference of dates being told to me and now I have NO ACCESS to any subscription and do not want a subscription from them for the way they do business. I did not receive any notice in the mail or email to say that my account was coming due nor any text or phone calls. I do NOT want to do business with a company that does not care for their customers. I just want my $105.99 refunded back to me, especially knowing that I am not receiving any value on this charge. I do not want another subscription, I just want to be done with them. It is a shame because I have been a subscriber for years via receiving it daily on hard copy and when the deliveries got so deplorable as to the time and where/if I could ever find the paper I switched to digital. This is the first time that I have ever not had a communication on an auto renewal, but you can bet this is my last time with any subscription from now on. Just tell the Herald-Leader that they cannot charge someone that is no longer receiving anything. Just give me my money back. I am going to report this to the ** ******** ******* and *** also. This is bad practice to keep my money.

  Business response

  12/27/2022

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/27/22 with assigned ID **********
  Account ******** * **** *********
  Status on your account
  Start 2/7/22 - payment transferred to new system. Services 12/6/21 - 12/5/22 99.99 for 52 weeks
  Autopay $105.99 - 12/5/22
  Canceled payment  - 12/5/22
  Autopay $105.99 - 12/6/22
  Canceled payment - 12/6/22
  Autopay $105.99 - 12/7/22
  Canceled payment - 12/7/22
  Autopay $105.99 - 12/12/22
  Canceled payment - 12/23/22
  We do not owe the customer a refund since she has canceled all the payments with autopay. If you have any further questions, you can contact the VIP Team at  ************.
  
  Sincerely,
  
  
  ***** **** 
  ******** **** **********

  Customer response

  12/27/2022

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

  I never cancelled all the payments that they are showing.  I never saw any payments until the one on 12/12/2022.  There is/was still a charge on my American Express (AMEX) charge card on the day that I filed the initial report.  I have requested that AMEX remove the charge and I am still waiting to hear from them.

  I never received ANY correspondence from the Herald Leader regarding this renewal, nor any of the cancelations that they show on their records sent to you.  I assure you, I get notifications automatically whenever my AMEX has a charge on it when I am not actually using the card myself.  There were never any charges on any of those dates prior to the one that I am disputing.    

  I want assurance since I do not have access to the Herald Leader that they will NOT fight the AMEX dispute and the $105.99 is permanently removed from any future AMEX statements. 

  Thank you for your help with this BBB.  

   

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

  Business response

  12/28/2022

  On December 23, 2022, $105.99 was charged back to the customer's ******** ******* ending in **** with transaction number ******* ******** ******* ****** **** ******* gave us a confirmation number of *******  *** ********* would need to contact ******** *******.

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

  Customer response

  12/29/2022

  
  Complaint: ********  
  I am rejecting this response because:  **** states that the company has 60 days to dispute the credit on my account.  Once I am assured that the company will NOT dispute that credit, then I will consider this to be finished.  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stopped getting the paper many years ago because of delivery issues but we thought that we would give it a try again. On Nov 7 I signed up on-line to receive the Herald Leader, both physical paper and on-line version. My credit card was billed $36.70 on that day. We did not receive the physical paper. I emailed the Herald Leader on 11/27 and was told that my acct would be credited for the missed papers and that they would notify the circulation dept. We still never received the paper. My credit card was again billed for another $36.70 on 12/7. I emailed again on 12/4 but never received a response. I called on 12/13 and was told that I would be given credit for the missed papers and that they would notify the circulation dept again. I was told that I would receive the paper by the following day. I have never to date ever received the physical paper. Today is 12/20/22. I called to cancel the paper on 12/16 and was told that they would extend my subscription for the days missed but that they could not give a refund. I explained that they were extending a service that I had never received in the first place. I was told by ***** that I could not speak to a supervisor. I plan on speaking to my credit card company. If necessary I will file a claim in small claims court. It is the principle of the issue at this point.

  Business response

  12/27/2022

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/27/22 with assigned ID # ********
  Account * *******
  Please accept our apologies for the lack of service.  A refund in the amount of  $73.40 is being processed. Please give us time to complete the process. You should receive the credit back on the credit card within 7-14 working days. 
  If you have any further questions, you can contact the *** **** ** **************
  
  Sincerely,
  
  ***** ****
  Customer Care Specialist
  
  

  Customer response

  01/01/2023

   
  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,
  
  ****** ******

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 16, 2021, I paid the Heald Leader for a 1-year subscription to their newspaper. The amount was $110.72 paid in full on that date. The subscription was to expire mid-November of 2022. During the subscription period the Herald Leader failed to deliver 4 newspapers which was reported to them, and I did not receive. I talked to their customer service department with no results. Last month I filed a complaint with the Better Business Bureau concerning the non-delivery issue. The Herald Leader agreed to deliver the 4 newspapers, which was done to my satisfaction and the last paper was delivered on 12/4/2022. I assumed the issue was resolved. December 5, 2022, I received a bill from the Herald Leader for $5.72 which I do not owe. They were paid in full. I tried to notify customer service by email with a copy of the bill with no response. So now I have had to file another complaint to get this issue resolved. A copy of the bill is attached to this communication. I just want my account credited and cleared up.

  Business response

  12/27/2022

  
  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/27/22 with assigned ID ********* ******* *********
  Please accept our apologies.  i have cleared the account for *** ******* and there is a $0 balance on it.

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

  
  

  Customer response

  12/27/2022

   
  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

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first tried to cancel my Herald Leader Subscription after the rates went up without any notice. After several attempts where I was sent an email back trying to offer me a new rate but claiming they will cancel on December 11, there was no further emails other than "As we haven't heard from you for some time, we are going to close this communication." I attempted to get in touch with customer service about 5 times after that. I log into my account it now says that it will indeed stop on December 11, there was no call or email confirming the cancellation after the previous email. Which leads to my next issue, I have no record of this and no idea why I have an account balance. The account balance is listed as $7.14. However, it also states that I will be charged $63.59 on December 11 for a 13 week subscription. Essentially I am being charged over $63.59 and $7.14 on December 11 and no one will answer the phone or chat to explain why I have two balances?

  Business response

  12/02/2022

  Thank you for bringing this issue to our attention. It’s important that we hear from our customers when they are not satisfied with the services. We have received the complaint on 12/01/22 with assigned ID # ********

  Acct # ********  Subscriber: ****** **********

  Please accept our apologies.  i have canceled the subscription effective 12/03/22 and have canceled the autopay and deleted the credit card number.  Have submitted a refund request in the amount of $42.38 (last two payments).  We ask that you allow up to 20 working days to receive your refund check.

   

  Susan Sand  VIP Agent

*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. ↩