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Business Profile

Publishers Periodicals

Lee Enterprises Incorporated

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Publishers Periodicals.

Complaints

This profile includes complaints for Lee Enterprises Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lee Enterprises Incorporated has 24 locations, listed below.

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    Customer Complaints Summary

    • 129 total complaints in the last 3 years.
    • 58 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attempting to cancel a Digital Subscription to the ************* which is owned and operated by Lee Enterprises. **************** is through ********************** as well. Contacted customer service on 6/23/23 to cancel, but was told that my account doesnt exist despite me being able to view my active account and the charge for the account billed to PayPal and my Bank statement on 6/23/23. The customer service agent also told me that my account number didnt exist because it was not the proper amount of digits despite me clearly giving her the only account number displayed in my user profile. I no longer need or want the service and want an immediate cancellation.

      Business Response

      Date: 07/24/2023

       

      The addition of a new software system has created some support challenges in the near term. On July 6 we submitted a high priority ticket to AP to get the refund of $1.00 applied back to the card used to make the payment. The subscription was canceled on July 5.

    • Initial Complaint

      Date:06/22/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lee Enterprises (local paper The Pantagraph) offered introductory rate for online subscription. After that time-automatically charged $10.99. In attempt to cancel, there is/was no one-click option to cancel - it would require a phone call. Unacceptable. I also received a letter stating rate would change to $18.99 per month. I called ************** to cancel. Moved through the prompts, then connected with an over-seas rep. I said I wished to cancel; he takes my information, locates account and begins scripting to make offer after offer. I continued to REQUEST to cancel, but he spoke over me with the next offer - never breaking his monologue. He stated it was only $10.99/moI indicated I had received a letter stating it would be $18.99, of which he said was their upgraded membership to share with a friend/family memberbut that my membership was still $10.99. Nowhere in this letter was there an option to choose between the two - only this new rate of $18.99. Every single time I said to cancel, the rep continued with a new offer. He would NOT STOP!!! Eventually he said my account was actually cancelled on May 13, 2023 (likely a result of an email I sent to CS to cancel but he could not see why it had been cancelled. He then attempted to get me back into yet another membership. I hung up. There are many things wrong here and by all means, this is DECEPTIVE. There is absolutely no reason a large corporation, with more than 70 newspaper outlets in the US would NOT have an online option to cancel. After all, this is a digital offering, in a digital world, with an experienced media enterprise. However, they make it an inconvenience to cancel online. Why?? Marketing tactics in hopes to lengthen membership. 1. People no longer want to call - Lee Enterprises knows our world is digital. 2. Customers will forget when their term ends. 3. Customers have NO OPTION but to call to cancel. 4. Once connected with CS they will talk over you and entice customers to stay.

      Business Response

      Date: 07/05/2023

      Ms. Necessarys subscription ended July 2, 2023. She will receive a refund in the amount of $10.99 for the charge to her credit card on May 27, 2023. We attempted to inform her of this via phone, but she didnt answer and doesnt have voicemail.

      Customer Answer

      Date: 07/05/2023

       
      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,

      Sue Necessary

    • Initial Complaint

      Date:06/15/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company continues to attempt a scam by sending a very convincing bill for services we do not want, did not ask for, and will not accept. Attempt to contact in writing has been ignored. I just do not have the time to seek legal remedy for $144, but hours that enough people will report this place to motivate appropriate legal charges.

      Business Response

      Date: 06/30/2023

      ***** am in receipt of the attached complaint issued by *********************** asking that we no longer send newspaper subscription renewal notices to her. Please let this correspondence confirm that Ms. ********* subscription for the Statesville Record & Landmark ended May 24, 2023. We have put a stop in our system so that she will no longer receive subscription renewal notices. It is our understanding that this resolves her complaint. Please feel free to contact me should you need additional information or assistance.

       

      Thank you,

      ****

    • Initial Complaint

      Date:06/15/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently was alerted by PayPal of a payment of $22.99 to Lee Enterprises, **** It was at this time realized I had multiple charges. I tried to dispute and cancel, but to no avail. I don't even know what this charge is for!

      Business Response

      Date: 06/22/2023

      **************** had a digital account that she was not aware of.  We had taken 3 payments from her; 2 at $10.99 and 1 at $22.99. We have terminated her account and issued a refund back to her PayPal account for $44.97.

      Customer Answer

      Date: 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,

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

    • Initial Complaint

      Date:06/05/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I clicked a news article about 10 months ago. I agreed to pay if I didn't cancel. I tried many times to cancel, but kept getting transferred to people in ***** who kept telling me they didn't know how to help me. I finally spoke to their manager over in ***** and he said it would be resolved, but it wasn't. I finally canceled my debit card to get them to stop charging me, but somehow they now have my new card number and have resumed charging me. That almost seems illegal to get my debit card number they were never given by me.

      Business Response

      Date: 06/20/2023

      *********************** attempted to cancel the subscription, and it was not taken care of, so we will refund him.  We left a message for him to return our call but didnt received a call back.  His payment information has been removed from the system as well.

      Customer Answer

      Date: 07/05/2023

      *** News did not remove my payment info as they claimed. Infact they just charged me double the amount they had been. Two $16.99 charges.

      Business Response

      Date: 07/17/2023

      We will have to refund the $16.99 x2 again-  Totaling $33.98  We removed his payment info again.

    • Initial Complaint

      Date:05/30/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In April, I called the ************ because I wanted to cancel. It was too expensive. The overseas customer service convinced me to stay, offered me $5 a month if I stayed. That continued. It was fine.I was lied to. Bait and switch. On May 27th, my card was charged $10.99 I try to call back, they just let me sit on hold.

      Business Response

      Date: 06/20/2023

      *************************** was contacted.  We apologized and let him know he will receive a credit to his MC ending in **** in the amount of $10.99  He is good with the refund and his account has been terminated. 

      Customer Answer

      Date: 06/26/2023

       
      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.

      I hope they work to make this kind of thing not happen again to anyone, not just myself. No customer or otherwise should have to go through such a hassle to solve such a simple problem.

      Im glad this was able to be solved.


      Sincerely,

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

    • Initial Complaint

      Date:04/24/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have subscription to *************** newspaper owned Lee Enterprises. Contacted on 4/21/23 about 5 DAILY debits from my debit card on 4/17, 4/18,4/19,4,20 and 4/21. An additional $4.99 debit pending 4/22 has posted also. ***** at customer service told me I had a $51 balance and they would take daily debits of $4.99 until paid. I have had no communication, correspondence, or email about owing a balance. I asked ***** how balance was calculated. He said only info was account was showing $51 balance. I asked for breakdown of amount owed. He said only had info $51 and would send invoice. Asked to speak manager - told no manager available. Asked under what authority they can take DAILY debits until amount paid with no communication to me that balance was owed. Said he'd send invoice. Asked for copy of terms of service stating they could take DAILY debits for amount owed. Told not available. I asked for current balance. He stated $21. He stated will continue to take DAILY debits of $4.99 until paid. I asked to cancel my subscription. ***** stated that with cancelation I now owed $8. He stated debits will continue until amount paid. As of 4/22/23 at 10am I have not received invoice ***** said would be emailed. Email address verified by ***********I want an explanation on how it is legal for them to take DAILY debits with no prior communication that a balance was due and how/when they had authorization to do so. If I had known I had a balance I would have paid amount due. Account #******

      Business Response

      Date: 05/15/2023

      We left a voice mail for Ms. ***** and emailed her an invoice.  Her subscription was unpaid from March 2022 to April of 2023. When her credit card information was updated, the payments went thru.  Were watching for a response from Ms. ***** and will forward any additional information. 

      Customer Answer

      Date: 05/24/2023

       
      Complaint: 19969631

      I am rejecting this response because:

      Sending an invoice showing balance does not explain why and under what legal authority daily debits were taken from my bank account. The invoice reflects daily payments which proves the veracity of my complaint.

      I want a copy of terms of ser.vice showing I agreed to pay any balance due in daily installments. Just because they had new debit card information does not give them a legal right to take money from my account.

      *********************** Major

    • Initial Complaint

      Date:03/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I continue to receive a charge for ***** despite several attempts to cancel and dispute with credit card company. I have tried to reset passwords to every digital subscription ive had but it receive error. I have contacted their customer service but they could not find a record. Im putting in too much energy trying to locate a proper telephone number for customer service to someone who can find the account to cancel. Extremely frustrating.

      Business Response

      Date: 03/27/2023

      ********* response attached.

      Customer Answer

      Date: 03/27/2023

       
      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

      Date:02/13/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a subscriber to the print version of the paper *********************** for more than 30 years. I like supporting the local news outlet and this paper, but it seems like I have been a victim of a recent scam by Lee Enterprises Inc., the owner of the ************************ This scam included *** secretly changing my terms of service from the Silver plan to the Gold plan in 2019 and then eventually to the Platinum plan in 2021. In the year 2020, I was paying $40 a month for the print version which was charged on my credit card every month. But as of Feb. 16, 2021, my rate went to $50/month, then on Nov. 16, 2021, it went to $62/month, and finally on Dec. 5, 2022 it went to $83 per month. The rate was $83 until Jan. 19, 2023. A letter was sent to me from *** for each rate increase stating that my subscription rate would be changed. I went along with that because it appeared from the content of the letter that I had no choice in the matter if I wanted to keep receiving the paper. Nowhere in any of the letters I received from *** did it state that I was being upgraded to a new class of service (e.g. from Gold to Platinum). This is deceptive, as I have now learned that in fact, I never would have had to pay the higher rate if I would have complained after the first letter. When I recently called the local office of the ************* to complain, I was immediately put back to a Silver rate effect as of 1/19/23. Although, there was no offer to refund the extra $ that I paid over the 23-month period from Feb. 2021 to December 2022. Between Feb. 2021 to December 2022, I paid $1,339 where I should have been charged $920. Therefore, Lee Enterprises owes me $419. Below is the math that supports this $419 refund.I paid 9 months @ $50/month, 13 months @ $62/month, and 1 month @ $83/month. (9x50) + (13x62) + (1x83) = $1,339 total Where I should have been charged 23 months @40/month = $920 total. $1,339-$920 = $419 due to me.

      Business Response

      Date: 02/21/2023

      In an effort to resolve the matter to his satisfaction, we offered a revised rate.  Mr. ******* rate was reduced by more than 75%, and a credit in the amount of $196.57 was applied to the account resulting in a paid through date of November 15, 2023.

    • Initial Complaint

      Date:01/31/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been an electronic subscriber to the paper *********************** since March or so of 2020. After an initial 3-month promotion, my subscription price since June 2020 was $9.99/month which was charged on my credit card every month. A letter was sent to me on 11/1/21 stating that my subscription rate would be changed to $19.99/month as of 12/12/21. I went along with that because it appeared from the content of the letter that I had no choice in the matter if I wanted to keep receiving the digital version. I thought that was kind of a ridiculous increase amount (more than double) but I did not question it. I received a second, very similar, letter dated 11/12/23 stating that my subscription rate would go to $26.99/month as of 1/12/23. Nowhere in either letter does it state that I would be upgraded to Digital Plus or Digital Platinum status. This is deceptive, as I have now learned that, in fact, I never had to pay a higher rate than $9.99/month, that I could have called after the first letter (11/1/21) and complained and they would've kept me at $9.99/month. I have since been put back on the original rate of $9.99/month after I called to complain (1/18/23), said rate in effect as of 1/12/23. There was no offer to refund the extra $130 that I paid over the 13 months from December 2021 to December 2022. I've written twice to Lee Enterprises (once on 1/18/23 and once on 1/24/23) to ask for a refund of $130, with no response.

      Business Response

      Date: 01/31/2023

      We will issue her a refund in the amount of $130 as requested. We apologized for not getting back to her sooner.

    Lee Enterprises Incorporated is NOT a BBB Accredited Business.

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