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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:01/13/2023

      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.
      We subscribed for periods of roughly 6 months at a time to our local newspaper a part of LEE Enterprises, we were billed by LEE Enterprises. The reason for ambiguity in the term of the subscription was extra charges for certain papers. We also had many papers that were never delivered. When they changed to *********** delivery the non-delivery problem continued with some papers up to five days late. We have rejected the automatic renewal options and we elected to allow the current subscription to end at whatever date that would be. Now they are billing us $339.00 for service from 11/29/2022 to 1/10/23 with a credit of $273.81 and balance due of $65.19. Our payments to them for their ambiguous terms of service represented our agreement for accepting their service.

      Business Response

      Date: 01/13/2023

      We tried calling ****** at home number ************ to no avail she has no answering machine. We also called her day number at ************ but were cut off because we dont have an extension for her. We emailed her that we would be writing off the $ ***** balance on her account and apologized for inconvenience and I went into our system and made adjustment already for the $ *****.

    • Initial Complaint

      Date:12/27/2022

      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 am just trying to cancel my subscription for the ********************** They keep raising rates with a 3 day notice yet they require 3 week notice to cancel or they will charge you for their next billing cycle. My rate went up to $20.99 for a digital subscription. I dont need the news that bad. I cannot get in contact with anyone despite sending multiple emails. They keep advertising their EZ Pay system and enhanced access to their site and options to manage your account online but their system does not work. More often than not you get an error page. When clicking Cancel My Subscription you get We're sorry to hear you want to cancel. To cancel subscription, please contact customer service. With a number to call that is never answered. Also, when going to the help page for assistance, it says to call **************. Please cancel my subscription and do not charge me to renew. I no longer wish to receive your services. Any future charges will be disputed as fraudulent.

      Business Response

      Date: 01/06/2023

      Mr. ********* am in receipt of your correspondence dated December 27, 2022, which is attached here for your reference. Thank you for bringing this matter to our attention. We have been in touch with **************** and, as requested, cancelled his subscription to the ********************* effective December 25, 2022. We also refunded the remaining balance on Mr. ******* account. Its our understanding that this matter has been resolved to Mr. ******* satisfaction. Please do not hesitate to contact me should you have any questions.

      Customer Answer

      Date: 01/06/2023

       
      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,

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

    • Initial Complaint

      Date:11/03/2022

      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.
      For 2 months in a row, this company has attempted to withdraw $10.99 from my checking account for a "subscription". I have not subscribed to anything from this company, and have attempted to resolve this issue via email, but have had no response. I have attempted to "unsubscribe" through their website, and am unable to do so, and cannot get through via telephone. Their unauthorized access to my bank account constitutes fraud and theft, and I feel this needs to be stopped at once.

      Business Response

      Date: 12/13/2022

      The subscription has been stopped.

    • Initial Complaint

      Date:10/05/2022

      Type:Delivery 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.
      la Crosse Tribune has not been delivered on a 7/day weekly home delivery consistently.Client has resided at same address and receiving paper for over 70 years!On numerous occasions the newspaper has not been delivered especially this year.Despite inquiring about delivery person contact, unable to provide.Despite calling or placing complaint thru email online to La Crosse Tribune contacts the missing delivery continues. Client is elderly and disabled.Client has online consistent auto payment of which these recent payments are examples 7/22/2022, 8/28/2022, 10/4/2022. The telephone customer service is limited and often messages are left as unable to reach ( weekend or other reason..leave message) I am aware that other customers in ********* area have made numerous complaints about this newspaper, which apparently is owned by Lee Enterprises. The service does not reflect the long term payment of the newspaper daily delivery contract. (Sometimes is wet or not delivered..) I wish to file this complaint for some positive action in DELIVERY SERVICE AND MONETARY resolution of ongoing missed delivery .

      Business Response

      Date: 10/06/2022

      We received the attached consumer complaint regarding the LaCrosse Tribune earlier today. The complaint references client several times. Please obtain the name of the client and address of delivery so we can most accurately address and resolve the delivery issues. Our system will not allow email to be sent to ****************.

      Customer Answer

      Date: 10/06/2022

      Client is ***********************
                      Elderly female 95 years old with loss of vision

                        Address  3102 *************  ********* ** 54601
                          Paper was being delivered in the past up to stairway landing, but not the case for some time along with frequent missed paper delivery.   Unable to talk with anyone locally or determine delivery person.

          

                      

      Business Response

      Date: 11/04/2022

      See attached doc

    • Initial Complaint

      Date:09/26/2022

      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.
      Back in May of 2022 I took advantage of a ******************** subscription for $3.00 for a 3 month subscription. My subscription was to expire around August 14, 2022. Within a week of paying for the subscription, I called customer service at ************ and requested that my subscription not be renewed once it ended in August. Because I wasn't confident in what the *** told me and they said they could not provide me with an email confirmation of my request, I called customer service back in July to confirm that my subscription was canceled; I was told that it had not been canceled. I requested again, for the 2nd time that the subscription be cancalled; I was told again that it would be. August 14th came and passed and I continued to receive the digital news paper although I asked that it be cancelled. During the week of September 19th I received a phone call from a company who said they were working for Lee Enterprises, who owns the ********************. The guy who called me said he showed I owed a balance just over $21 for my subscription. I explained that I'd requested the subscription be canceled twice before. He told me he would cancel the subscription and zero the balance. I called ************ and demanded to speak with a supervisor. I spoke with a woman by the name of ***** who said she was a supervisor. She said she saw that the subscription had been cancelled and that I should not receive any more emails containing the newspaper effective 9/21/222. Needless to say, I continue to get the digital version of the ********************. On September 23, 2022 I received an email from **************************** saying they were sorry to see me go and that my subscription would be "ending soon." The email gave me ways to continue my subscription. I continue to get digital versions of the newspaper although I have asked several times for it to be cancelled. I am not paying for a service I don't want. I want Lee Enterprises to stop emailing me the ***************

      Business Response

      Date: 10/28/2022

      See attached

    • Initial Complaint

      Date:09/02/2022

      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 manage subscriptions for uw health's media team for ************************ There was an unauthorized **** charge from **** on my account. My first call I waited 55 minutes for a live agent to pick up. He said he couldn't address my billing problem and he would have billing call me. They didn't.The next day I called the same number and input my phone number for a call back so I didn't have to wait for an hour for a call back. I never got a call back.The next day I called again and waited in the queue. Over an hour later I got ahold of someone who said they can't access their data bank, and that someone would call me back later that day. They never did.8/8, I called again waited over an hour to talked to a live agent. He said website data systems were down and he couldn't help me, but someone in billing would call me back. I replied that I've logged in over 5 calls with "NO ONE" ever calling me back or helping me with this unauthorized charge. He apologized and said there was nothing he could do, someone in billing would call me back. What is my recourse? I cannot submit a credit card charge to our finance department without the invoice. I was trying to get someone in billing to look into the unauthorized charge and then either send me an invoice for the charge or remove the charge. I am getting no help in resolving this matter and it's unbelievably unprofessional to waste over 3 hours on hold for an available agent, and then when I do get though they try to feed me off to someone in billing which only goes back into the same phone tree.

      Business Response

      Date: 09/15/2022

      As of 8/10/22:

      Informed ****************** by email that whomever ordered the paper July 20, 2021 would have seen the next auto renewal rate was $9.99 after the initial $26 for 52 wks. I told her I am having our finance credit the card on file for the $9.99. 

       

      We are transitioning our call center and unfortunately we are getting a lot of calls from customers who cannot get through. She did finally reach someone and her account was terminated and changed to PENDING to avoid any new charges but no adjustment, no note stating sending to the property to follow up, etc. We will be sure no one else adjusts acct ******/************************* and have sent a request to our finance ***** to credit the card.

       

      F/U 8/24/22:

      ****************** called back and told me the card was cancelled so we will do an adjustment and a refund check.  The check will be mailed out Friday 8/26.

      Customer Answer

      Date: 09/15/2022

       
      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

      Date:08/23/2022

      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.
      Subscribed to newspaper *********** Post Star in May2022. Have been trying to cancel subscription for last 2 months. My subscription includes digital access and weekend print delivery. My weekend print delivery is being mailed to my Fl billing PO. Cannot change that delivery address online can only change by calling their phone number to no avail. Long wait times any time I call, early am or right before they close at 5pm. AND...am being charged an extra $10/month to cover increased gas prices. --following is from their web site-----"We're sorry to hear you want to cancel.To cancel subscription, please contact customer service." So I've been calling to cancel subscription and same issues...long hold times, "please call back later," and the voice prompts do not work. I have twice called *************************** their circulation manager and left messages and have requested a call back....to no avail. Please help....There isn't a process available to cancel a subscription.... And I cannot turn off my auto pay, which would solve my problem. Disgusted

      Business Response

      Date: 09/15/2022

      As of 8/23/22

      We are refunding her $25.00. She is good now.

      Customer Answer

      Date: 09/16/2022

       
      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.  Although I  never received an email confirmation as requested.

      Sincerely,

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

    • Initial Complaint

      Date:08/18/2022

      Type:Customer Service 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.
      newspaper subscription repeated billing problems-most recent statement date 6-28-22 due date 7-27-22 notmailed until 8-1-22 recd 8-11-22 last i knew my subscription was good until late august 22 repeated delivey problems reported to them and they did nothing to correct problem (automated system started refusing to take non-delivey calls) attempts to resolve these issues with their customer service **** have gone unanswered as dispite repeated attempts to contact them nobody answers the phone and no calls back if that option is sellected. Even calls placed to the local number go unanswered with again no call back when info is left. ***** I am extremely disappointed and dissatified with the lack of service provided by this company.Note: I cannot use electronic messaging or email at my home location as service is VERY limited at best.

      Business Response

      Date: 09/01/2022

      See attached doc

    • Initial Complaint

      Date:08/17/2022

      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 tried calling the only number the ******** Gazette gives to cancel a subscription. Every time I am on hold for longer than 40 minutes with no customer service. It does say to leave a number and the customer service representative will call me back, but they don't. This has been going on for more than a week. I can't cancel my account on line, but MUST call the number that NO ONE answers and NO ONE calls back even when I leave a number. I want to cancel my subscription and it should not be this hard. There's no way there are so many cancellations each day that they can't answer a call within 15 mintues. My hold times have exceeded 40 minutes with NO answer. Every day that goes by, my refund for cancelling the account is smaller.

      Business Response

      Date: 08/31/2022

      See attached doc

      Customer Answer

      Date: 09/07/2022

       
      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

      Date:08/16/2022

      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.
      I have a subscription to receive a paper delivered to my address with the ********************* I have been a customer for many years. Throughout this time, on certain days, the paper has not been delivered. This past week, starting Saturday, August 6, 2022, until today, Saturday, August 13, 2022, I received the paper 3 times. I call the number and report the problem, with no call backs from customer service. I just get put on hold. I'm paying for a service that I am not getting. They take the money monthly from my **** card automatically.

      Business Response

      Date: 08/31/2022

      See attacheod

      Customer Answer

      Date: 08/31/2022

       
      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.

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

    Lee Enterprises Incorporated is NOT a BBB Accredited Business.

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