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Consumer Complaints

BBB Accredited Business since 08/01/1970

Lexington Herald-Leader

Phone: (859) 231-3100Fax: (859) 231-3454

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Customer Complaints Summary

131 complaints closed with BBB in last 3 years | 63 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues8
Billing / Collection Issues38
Delivery Issues50
Guarantee / Warranty Issues1
Problems with Product / Service34
Total Closed Complaints131

Complaint Breakdown by Resolution

Complaint Resolution Log (131)
06/09/2016Problems with Product / Service | Read Complaint Details
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Complaint
Signed up for home delivery and it never started and want my payment refunded
on 4/3/16 signed up for home delivery and my credit card was charged $23.37. was to start on 4/8/16, then I was told 4/15/16 start when I called. on 4/18/16 was told my address could not receive home delivery and my money would be refunded in 7-10 days. Two phone calls, 5 emails, proof of payment and twice confirming my address and phone number still no refund after 5 weeks. Believe they have assigned (KMMXXXXXXXYXXXXXLOKM) to my issue

Desired Settlement
to mail me a check in the amount of $23.37 as they promissed on 4/18/16

Final Consumer Response

05/24/2016Billing / Collection Issues | Read Complaint Details
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Complaint
I received a collection notice and had never been late on my automatic drafts from my checking account, customer service then tried to take $65.
The collection notice advised they had tried to contact me numerous times, the email received 4/8/16 was the first contact I had received. I called and left a message and sent both the collector & Lexington Herald documentation of the past 12 months payment no response for 4 days. I called Lexington Herald customer service and talked to Jasmine on 4/12/16 who informed me that I was past due because of some special/featured and holiday editions that I was never made aware of that I had not paid for which had made us past due. I also had called about undelivered or papers that were soaking wet since they will no longer allow their carriers to deliver them to the porch so they are wet sometimes when it rains or you can't find them in the snow, those credits no longer are applied to your current payment but go on the end of your subscription so even though they owed me money for those they were saying I was late for something they didn't let me know about. Jasmine stated it would take $65.43 to bring us to a current status and put us a month ahead again. I told her to cancel our paper, she then told me she had to have $31.89 to at least bring it current and we couldn't even have the credit for the papers that had gone undelivered towards this balance to me this is blackmail. The paper was cancelled on 4/12 and we would received papers through 4/16 due to the undelivered wet papers etc, we actually stopped receiving papers on 4/15, they even failed to give us a paper on 4/16. I am most upset by the lack of communication and service. It is their error in not advising their customers of the extra charges ahead of time in the months that they occur and then taking them out in those months that is just bad management and planning, with the state the paper is in and as many customers as they have lost you would think they would do more to service their customers and keep them happy instead of running them off with poor service.

Desired Settlement
I want a refund of the $31.89 or at least a portion as it was their error in not letting me know and I should have been able to just credit those last copies that went undeliverable against the balance, also having to deal with this when I had done nothing wrong I had paid my bills on time.

Business Response
*** ***** Customer Service Specialist, contacted Ms. ****** and confirmed that she was happy with the resolution previously made and had contacted BBB to close the case. Please close this case as agreed.

Thanks,
****** ******
Customer Srv Mgr.

Consumer Response

05/10/2016Billing / Collection Issues | Read Complaint Details
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Complaint
Prior to the end of my pre-paid subscription, I requested my subscription be cancelled at end of subscription time period.
My subscription was to end in Dec 2015. When I received my bill to continue service in Nov 2015, I returned it with written instruction to not renew service, cancel at the end of paid time period. H-L sent another notice in Dec 2015, I returned it with a note that I had cancelled my subscription in advance. They briefly continued to send papers. In Jan 2016, a lady called about my "past due" account. I explained all as mentioned above and she stated a note would be made in my file, that she'd pass on that info and that should be the end of it. I then received a letter dated Feb 22, 2016 from ******* ****** at H-L requesting payment. I sent him a letter dated Feb 24, 2016, reiterating all of the above and that those charges were not incurred by me as I cancelled multiple times, including prior to the end of my subscription. I stated that I was awaiting his reply. Rather than contacting me to resolve, I was notified 5/2/16 that he turned it over to collections. And through all of this, I continue to get mail from them asking me to renew my subscription at "special rates".

Desired Settlement
I request the following:
1. This bill for $24.81 be cancelled.
2. Withdrawal of any and all adverse filings to credit reporting agencies. I've worked far too hard to achieve a credit rating of 829 and I will retain an attorney if need be to protect that.
3. An apology for continually harassing me for charges not incurred by me, particularly after explaining multiple times that I did my due diligence to cancel.
4. An apology for ******* ****** turning this over to collections rather than contacting me directly to resolve this issue AS REQUESTED.

Business Response
****** ******, Retention/Cus Srv Mgr, contacted Ms. ****** on 05/06/16 and discussed the complaint. She outlined the renewal disclaimer explaining why no response was made to the written requests for stop. However, since there was no response received from ******* ******* this claim has been closed without collection. Ms. ****** also assured Ms. ****** that no information was provided to the credit bureau.

Ms. ****** provided a letter of confirmation to Ms. ****** via email and requested that the BBB complaint be closed as agreed. Ms. ****** agreed to do this.

Thank you,

Consumer Response

04/29/2016Billing / Collection Issues | Read Complaint Details
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Complaint
Subscribe for daily delivery of newspaper. Has not been delivered since March 30.
We have subscribed to daily delivery of the newspaper from Lexington Herald Leader for several years allowing payment thru auto debit of our checking account. I received a call at the beginning of 2016 saying we had a balance due on the account for "premium" inserts that had not been paid for. I explained I did not request "premium" insert and if they inserted them that was on them. They cannot blackmail me for additional funds for their input of additional pages. I pay for a monthly subscription and expect anything delivered is included in the monthly cost and they could cancel my subscription. I was told if I would continue the subscription paying thru auto debit they would credit the "premium" fees back to the account. I agreed. We have not received a newspaper since March 30 2016, I contacted the delivery department and was told our account is past due. I asked how that is possible when I can provide bank statement proof of payment being auto debited monthly. The representative, Will stated the past due balance is for "premium" inserts placed in the delivered papers. I again stated if they inserted something in the newspaper it is considered part of the subscription. There was never an agreement to add dollars each month for something they decide is "premium". This to me is not honest and is unethical billing.

Desired Settlement
I want the "premium" balance credited back to our account, a refund for newspapers not delivered but paid for with the monthly subscription fee and cancel our subscription as I don't want to do business where blackmail, unethical billing collection practices occur

Business Response
The previous balance on account has been cleared as agreed. Ms. *** ***** Customer Service Specialist has worked with Ms. ******* regarding this complaint and resolved as agreed. Ms. ******* is receiving delivery of the newspaper everyday at the new rate and understands that she must contact us by phone to stop her subscription in future.

Please close this case as agreed.

Thank you,

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Credited account as requested

04/07/2016Problems with Product / Service | Read Complaint Details
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Complaint
This situation with the Lexington Herald Leader started months ago when they abruptly stopped our newspaper without notice of any problem after being a subscriber for @ 30 years.
When I called for an explanation I was told our newspaper would not be re-started until we paid for the extra editions that are delivered periodically several times a year. I explained I did not want these special editions but their response was: "we have no way in place at this time to adjust payments for refusal of these editions; either you pay or your newspaper will not be resumed."
Our choice was to discontinue the Lexington Herald -Leader newspaper.
A few weeks later, we were contacted by a Lexington Herald Leader customer representative asking us to resume the paper. When I mentioned our concerns about the extra costs of the special editions, the representative consulted with her manager and their decision was to wave this extra fee and resume the newspaper at our regular monthly pay schedule.
(At this time, I do not recall the exact fee waved for the special editions only per your letter stating $45.78.)
Our newspaper was resumed with no further contact; until a letter from a collection company arrived.

Desired Settlement
The consumer is requesting the collection company be called off, and for the Herald to honor their agreement with the consumer.

Business Response
****** ******, Customer Srv Manager, has approved the balance writeoff and contacted the collection company on February 18th with request to close the case and mail a letter of confirmation to the customer. This has been done and customer should have received the letter, please close this case.

Thank you,

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad to know the collection ageny has been notified to close our case; however, We did not receive a confirmation letter stating our request has been waved.
Thank u BBB so much for your guidance.K

Final Consumer Response

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06/21/2016Delivery Issues | Read Complaint Details
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Complaint
My household **** ********* ****** is again experiencing a decline in (and recently nonexistent) newspaper delivery "service." On ******* the paper was delivered into a water-filled rut alongside the driveway, and was soaked and unreadable. Additionally, there was no delivery at all on ******* ******* ******* ******* X-XX-XX and ******** And, we had paid your most recently received billing. It seems that you never neglect to send your billings.
Additionally, we have never received our previously requested refund for papers that were not received.

Desired Settlement
Please send me the previously requested refund, as well as a refund for the seven (7) papers enumerated above.

Business Response
****** ******, Customer Srv Manager, has reviewed this account and history shows credit given in May for 11 days which moved the expire date from 05/27/16 to 06/07/16. Instead of a refund for the 7 days listed in the complaint, the charge was advanced to 06/06/16 for future deliveries. Ms. ****** attempted to reach customer to review but left a message for return call.

06/02/2016Problems with Product / Service | Read Complaint Details
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Complaint
I paid 13.26 for a subscription and never received a paper. I asked for a full refund and only received 5.23.
I subscribed to the Lexington Herald Leader again after being assured that the delivery was under a new contract and was more reliable. I paid $13.26 on check 1284 on 3/24/16. I never received a paper and asked for a full refund. I only received $5.23 on 4/18. I called back and asked to be refunded the remainder of the balance of $8.03 on 4/22/16. I fell I should be refunded my full amount as the Leader did not provide the service I paid for. I should not be charged anything when they broke the contract by not providing the services/goods I trusted them to deliver.

Desired Settlement
I want to be refunded the remainder of the amount I paid for a subscription. I paid 13.26 on 3/24. I was only refunded $5.23 on 4/18. I am owed $8.03.

Business Response
****** ******, Customer Srv Mgr, reviewed the complaint and requested the remaining credit of $20.56 be refunded to customer. Customer meets our 90-day money back guarantee policy by contacting us multiple times regarding lack of delivery services. Upon receipt of the refund, we ask that customer close this case.

Thank you,

05/24/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
This company will not stop calling me after ten requests to stop.
My wife and I moved from our home in Lexington and stopped receiving the paper over two years ago. They have called me once a week leading up to this complaint. The. The calls doubled in frequency. After I told them I moved, asked them to stop calling and the reason for this complaint is they called twice in two days. Most often during business hours when I am teaching.

Desired Settlement
Do not call me again.

Business Response
****** ******, Retention/Cus Srv Mgr, has reviewed the complaint and attempted to reach Mr. ****** for discussion. Ms. ****** has requested confirmation from all solicitation vendors that Mr. ******'s phone number, (XXX) XXX-XXXX, is on our internal DNC list and no further calls will be made for a minimum of 2 years. This information will also be provided via email to Mr. ******.

As always we research each complaint and take every step to provide satisfaction for the customer.

Thank you

05/09/2016Problems with Product / Service | Read Complaint Details
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Complaint
Not renewing my newspaper
My complaint is they sent me a notice about renewing my paper last week, for the year it was over $400.00, I call and told them to cancel my subscription and she keep trying to give me a $20.00 gift card if I would keep my paper I told her no, I also told her the paper was not worth the money, she said put it on easypay I told her no again I told her to cancel my subscription so finally she just said thank you it will be discontinued on May the 11th,I said fine so we hung up.
On Monday the 25th of April I get a call from a cell phone (XXX-XXX-XXXX)name on the # was **** ****** she ask me why I was not renewing my paper I told her the same reason as before it was not worth over $400.00per yr for the paper so she said what if I give it to you for the same amount as last year it was a little over $200.00yr I told her no I was not going to renew and she was real nice and said thank you.
Today at 1:01pm I rec'd a call from Lexington Herald Leader from XXX-XXX-XXXX her name was ***** she said she had to have a reason before she could cancel my subscription and I told her the same reason the paper was not worth the money so I ask her if that was a good enough reason and she said thanks for being so RUDE and hung up. I called XXX-XXX-XXXX got circulation and ask to speak to someone like the mgr, or someone over the mgr and the guy told me he would have to know why so I told him I didn't have to tell him anything I just wanted to speak to someone higher up, make a long story short he would not let me speak to anyone.
I would like to know if you don't want to take the paper any longer why should you be harassed by customer serv personal and I even sent in the mailing bill and wrote CANCEL in big letters and sent it in. There is no reason why senior citizens or anyone should be harass because you do not want to take the paper any longer now to me that is harassment. If they keep delivering the paper after May the 11th I will not pay for it.

Desired Settlement
All I want is if a person does not want a item they should only have to say 1 time is cancel it without being harass in any manor and I think I should get and apology letter from Lexington Herald leader for they way I was treated, I have been a loyal customer for a few years and to be treated like this I will never take the paper again.

Business Response
****** ******, Customer Srv Mgr, will write a letter of apology to the customer on 04/28/16 since they feel harrassed. However, I will also outline the stop-save program and our desire to retain every customer we can. This was a pricing issue that we clearly made attempts to offer the same decreased rate. The process was followed as required and will not be changed.

Ms. ****** will contact the Mr. ***** today and review everything.

04/07/2016Problems with Product / Service | Read Complaint Details
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Complaint
not receiving my wall street journal
i bought the wall street journal who i finally found out that the herald leader delivers this paper. this has been going on for months now. I only get mypaper when the newspaper man decides he is going to deliver it. I did not get his name and number until this month here recently. they would not let me have the name and number. I am out there every morning to get my newspaper so they can not lie and say he is delivering it. I have a witness to the fact that he is not delivering the paper and the people at the herald leader is to. that is why they dont want to give out the newspapers name and number and they never not even once answered their phones because they know they are doing wrong. I told them i pay for this product and i should receive it. please help. I would like to receive my newspaper that i pay for.

Desired Settlement
I want my newspaper delivered like it is supposed to be delivered.I want my bill adjusted for all of them newspapers i have not received.

Business Response
*** ***** Customer Service Specialist, has communicated with the customer and distributor regarding the customer's request. Unfortunately because of where the customer lives, we are not able to satisfy the customer. The customer changed her subscription to mail and no longer receives delivery via carrier. Please close this case.

Thank you,

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
they know they are wrong that is why they took so extremely long answering the charge. they did not bother to deliver my newspaper because of the newspapers delivery man laziness to deliver it. I could always count on not receiving it during bad weather. It has nothing to do with where i live. they just did not want to deliver it. My man and neighbors watched for the newspaper carrier and he never came. When you take a job you are supposed to do it. Because of the inability and unprofessionalism of *** **** it has cost me money. She even screamed at me because i started filing complaints against her carrier for not delivering my paper. I have had to go to having my newspaper delivered by mail because they would not do their job. and so i ask you to please reimburse me my money it is only fair. thank you.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.