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19 Customer Reviews
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Review from DC T
1 star10/29/2024
I called the customer service number listed to cancel my subscription and was told that the account number, email, and phone number on the account were incorrect, even though i was looking directly at my account information. i find the cancellation button on the website and all of the same information that i used on the call worked. I don't know who is responsible for their customer service line, but I feel like it was a scammer. I have never ever had a good experience with a HL subscription in my entire 53 years of life. NEVER EVER AGAIN.
Lexington H-L Services Inc. Response
10/30/2024
Thank you for contacting the Lexington Herald. We want to Thank you for your feedback and apologize that you experienced an issue when contacting our customer service team. All of our calls are recorded and we will be reviewing this to make sure all callers concerns are addressed, We apologize for any inconvenience.Review from Mary D
1 star04/19/2024
I paid $283.00 in December 2023 for renewal of home delivery which I only got up until January 15, 2024. I have called so so many time, close to a dozen now and they keep verifying I will get reimbursement because they can’t find anyone to deliver to me as I’m way out in the county of Fayette. Most disturbing as they keep telling me I will get reimbursed but as of this day April 19, no reimbursement. Services were not rendered and I deserve a refundLexington H-L Services Inc. Response
04/20/2024
Thank you for your message to The Lexington Herald. We are sorry to hear your account has not been resolved as you requested. Our records show your account is set to stop on the expiration date, 6/4/24. At this time, there does not show a request for a refund. The last complaint we show on the account was 2/26/24. We apologize if you are still having delivery problems. We will work with you on a refund request if you are not receiving the paper. Your account has been documented per this BBB message. Please call our customer service team for assistance. Also, please note, as part of your subscription, you have unlimited digital access to the website and the eedition of the paper 24/7. Please feel free to contact us at 800-999-8881 or customerservice@herald-leader.com if you have any questions or concerns. Thank youReview from Jock K
1 star02/13/2024
I am very upset about how they handled my non- renewal of a subscription. I was a subscriber from 1984 thru 2001 and then from 2005 three December 2023. I elected not to renew my e-subscription after discussing the renewal price. In January I received a notice from a collection firm indicating I owed $30.87. I called the paper and was told there is a required 30 day notice before you can unsubscribe. I said I had never been notified of this requirement. They said it was on their web page. I called the Herald Leader and they were unwilling yo suspend the cancellation charge. I get an offer about every week to resubscribe. I was actually thinking about taking one of their offers, but will never consider subscribing again after this fiasco.Lexington H-L Services Inc. Response
02/14/2024
Thank you for contacting the Lexington Herald. The account for Jock and Linda K****** has been reviewed I do show a balance of $30.87. If upon receiving your renewal notice you just did not respond by contacting us to cancel our subscriptions are billed 30 days in advance this allows time to send in a payment or contact us to cancel. The account continues to be active for 30 days during that time charges due accrue. At this time the balance has been removed from the account. The ARMS agency which is a non-reporting agency has been contact to stop any payment collection attempts. If you have any questions please contact our customer service department at 800-999=8881Review from Richard M
1 star12/19/2023
Herald-Leader makes it extremely difficult to cancel a subscription. There is no cancellation option on their subscriber website. I sent e-mail to their customer service website in October and again in November. Both messages were acknowledged, but I received no response and no action was taken. I was charged the $29 monthly subscription at the end of October and again in November. I also make several phone calls, to no avail. I called again today and the rep promised that my credit card info had been removed, and my subscription will expire at 12/24. We'll see. I requested that the two monthly charges be refunded and she refused. I have had multiple problems with H-L subscription over the past several years. Every interaction is unsatisfactory. Also, they advertise reasonable rates, but once they get your credit card the rate goes up.Review from Vivian H
1 star10/17/2023
They received and posted our money on June 24,2023. We have only gotten one paper since then. I have called several times and they tell me the same thing, will speak to their supervisor and take care of the problem. Still no paper for three months. They say they cannot return our money and will take care of the problem. I don't know what else to do. I think it' wrong for them to take advantage of senior's.Review from Gail P
1 star10/16/2023
My 91 year old mother finds joy in reading the newspaper. She could not maneuver the online service, so we are dependent on home delivery, unreliable at best. Her credit card was last charged for delivery on May 26, '23. We stopped receiving newspapers the first of June, and haven't received a newspaper in 5 months. At first, i believed the cause was due to the carrier's illness, but then just didn't care as we planned on moving and mostly because my mother was NOT being charged on her credit card by the Herald. Then came the COLLECTION NOTICE for an unpaid debt from the HERALD LEADER #1013796, for 3 months of service. The months of June, July & August, for an amount of 322.40. My understanding of a debt is when you obtain services that you do not pay for. We DID NOT receive newspapers for the months of June, July & August, nor was i charged on my credit card. I had no signed contract with the Herald Leader. How dare them think they can turn my 91 year old mother into a collection agency for UNDELIVERED NEWSPAPERS? In reading other reviews, this practice seems to be the norm.Lexington H-L Services Inc. Response
10/17/2023
Thank you for contacting the Lexington Herald. The acount for Charlene Current was stopped on 8/11/2023, The last payment for the account was in April the payments since then had declined causing a balance due there were no reports or calls indicating the paper was not being received. There was not a move scheduled as stated in the complaint. We do give a grace period at time at which you would contact our customer service department to request a cancellation or report delivery issues. During the grace period papers are delivered until a payment is received. The payment in May and moving forward all declined. That is how the balance accrued. If you have any further questions or concerns you can call or email the customer service department at 800-999-8881 or customerservice@heraldleader.comReview from Charlotte T
1 star07/19/2023
We had the weekly home delivery to the Lexington Herald-Leader for 10+ years with hardly any problems. In December 2022 we had to stop the home delivery for 6 months, but continued the digital paper. When we returned to our home in June 2023, we called to restart our home delivery. Our first paper was to be delivered June 13. Today is July 19. We have yet to receive a paper. We talked to many, many customer service reps weekly over the last five weeks that would reassure us that they had resolved the problem saying you will get the next Sunday issue or tomorrow’s issue. But guess what, it never came. Many of them telling us that this situation had been reported to their managers and that would help resolve the issue. Well it didn’t. We know there are papers being delivered in our area. While walking in our neighborhood, we noted and reported to the customer service reps that papers were being delivered to houses in our neighborhood. We even gave them the addresses, with one house being only 8 houses from our house. That didn’t help. We still did not get a paper. Resolution: Today I canceled my digital subscription. Any paper that cannot figure out in five weeks how to get a paper to an address that has been in Lexington since the 70s makes me wonder what’s going on at the Lexington Herald-Leader!Review from Robert and Julie G
1 star06/26/2023
We have a daily subscription plus a Sunday subscription. We have not received any newspaper since May 31. It is impossible to speak to a person at the Herald Leader to resolve the problem. Live chat, only reassures that a paper will be delivered in the next couple days, which never happens. it is also impossible to get credit for all the missing daily and Sunday papers. Julie GReview from Amy S
1 star06/05/2023
Terrible customer service. I signed up for a promotional subscription in order to read a few stories, but when I called to cancel the subscription, the customer service agent repeatedly tried to prevent me from cancelling. I persisted, and she finally agreed to cancel the subscription. Or so I thought. A few months later I got a call from the paper thanking me for my recent payment. They were still charging me. When I told this agent that I had canceled my subscription and should not have been charged, she apologized but once again tried to talk me out of canceling until I finally asked to speak to her manager. Clearly these poor telemarketers are under tremendous pressure not to let people cancel. I support local journalism and would probably have continued subscribing if I lived in the state, but this is such a shady business practice.Lexington H-L Services Inc. Response
06/06/2023
Thank you for contacting the Lexington Herald. A customer experience specialist will be contacting Amy Scott to resolve the issue with her digital subscription. We will work to get this resolved and make sure no further charges are accrued. If you have any questions you can contact our customer service department at 800-999-8881.Review from John G
1 star05/20/2023
Shortened my yearly subscription by 2 months. Multiple missing deliveries without adding these onto my annual subscription as promised. Multiple “chats” promising resolution, then failure to do so. Difficult to reach a live person to discuss the issue. Callback promised but never happened. Failure to respond to multiple emails. Overall horrible customer service. I have been a subscriber for over 30 years. They really seem to have no interest in keeping subscribers.
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