Complaints

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

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Lee Enterprises Incorporated has 24 locations, listed below.

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  Lee Enterprises Incorporated

  4600 E 53rd St Davenport, IA 52807-3479

• 

  The News Herald

  301 Collett St Morganton, NC 28655

• 

  Madison Newspapers Inc

  1901 Fish Hatchery Rd Madison, WI 53713

• 

  Herald & Review

  601 E William St Decatur, IL 62523

• 

  Billings Gazette

  PO Box 36300 Billings, MT 59107

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.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Canceled Q.C. Times newspaper on January 10, 2023. I have contacted ***************** the Publisher, and the Regional Director of Operations, ***********************. I have made a total of 19 calls, and emails stating that I have yet to receive $205.72 in refund for *************************** Q.C. Times Newspaper cancelation. **************** is of no help, the Publisher stated the refund was processed January 11, 2023, but the check had not cleared. She then stated she would follow up with finance and either she or finance would call me. DIdn't happen. You can follow my information via the file I uploaded. I do have copies of emails on my person, if needed. This is way past the point of being ridiculous, My 94 year old mother was unable to read. This is money owed. Unbelievable business tactics. I have continually gotten "the runaround". It is now over 9 months!

  Business Response

  Date: 09/26/2023

  We have been working with ******************** continuously.  The account was canceled on January 11, 2023. The original check was returned, not certain why. We are submitting a refund request to have the check recut.  ******************** is aware of this and has ************************* direct line.  ******************** is POA for her mom, whose account originally was under the name ***** House ******* or something similar. We think that is why it the original check was sent back despite being addressed to the correct address.  The replacement check will be cut October 12, 2023.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20649790
  
  I am rejecting this response because:

  Honestly, I will not be satisfied until the $205.72 check from *** Enterprises/Q.C. Times is in my hand.  Until then I would like this case to remain open.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 called to cancel my subscription last month, and was repeatedly told I was successful at canceling my subscription to The Pantagraph, but I was charged again this month.

  Business Response

  Date: 09/19/2023

  Ms. ******* account has been scheduled to be cancelled effective 9/19/2023. A refund check will be issued on 10/5/2023 to her.

  Customer Answer

  Date: 09/19/2023

   
  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:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  When I started the LaCrosse Tribune I was charged $32.00. I was hearing at that time others were paying less. Every 6 months I get a notice they are raising the monthly payment and I call them to tell them I know others that pay less a month then I am paying and they want to raise my price. With the last couple times I called they have reduced it by $1.00. I am paying $44.00 a month right now. I was at lunch with a friend last week and she called and reduced her payments to $20.00 a month. I called today to see if I could get that price and after being placed on hold a few times she offered $38.00 a month. She has some story about what people start their payment at that has something to do with why they pay so little and I pay so much more which I told her does not make sense to me. How can she reduce her amount to $20.00 and I am paying $44.00. Should not everyone be charged the same amount for getting the same thing? I am totally not understanding their billing process. We only get 3 papers a week in the mail and have to read 4 days online so their service is not the same as it was 3 months ago. Please help!

  Business Response

  Date: 09/18/2023

  We have called and left a message for **************. As of Friday, September 8, she had not returned our call.

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 of the Pantagraph for 30 years or more and never had such poor service. Haven&#**;t received paper since last Tuesday. Reported delivery problem to call center. Was assured the last few times they would report to circulation department and assured me someone would be in touch. Never happened. Sent e-mail to circulation department and called switch board no response. Never have I had such poor customer service. This last week sent renewal payment $45.99 they did take payment. I don&#**;t want someone telling me I would have a credit don&#**;t want credit want paper.

  Business Response

  Date: 08/21/2023

  ****************** is on a route which has been covered by substitutes since June 19. She has been given credit for the days missed as follows:

  7/20 $6.31; 14 days

  7/20 $0.45; 1 day

  7/26 $0.45; 1 day

  7/27 $0.90; 2 days

  7/29 $0.90; 2 days

  7/30 $0.45; 1 day

  7/31 $0.45; 1 day

  8/18 $0.45; 1 day

   

  Total $10.36; 23 days of credit

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20501200
  
  I am rejecting this response because:  The Pantagraph never responded to any complaints about missing papers.  They never explained about poor service. Clearly they don't care about customers. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/13/2023

  Cody,

   

  Contrary to Ms. ******** rebuttal, I feel her complaint regarding missing papers was answered by laying out the amount of credits and days covered. Ive included the figures below, again, for reference. The credits will extend her current subscription by 23 days. Additionally, it was explained that her route had been covered by substitutes since June 19. Having multiple substitutes cover the route resulted in a difference in service.

   

  Credit given for days missed as follows:

  7/20 $6.31; 14 days

  7/20 $0.45; 1 day

  7/26 $0.45; 1 day

  7/27 $0.90; 2 days

  7/29 $0.90; 2 days

  7/30 $0.45; 1 day

  7/31 $0.45; 1 day

  8/18 $0.45; 1 day

   

  Total $10.36; 23 days of credit

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received two charge for a subscription to *** News that I did not sign up for. One charge was for $10.99 on 7/4/2023 and a second charge for $10.99 on 8/3/2023. After the first charge I attempted to cancel the subscription through their website and request a refund by sending an email to their requested email for cancellation. They disregarded my email to them to cancel as I was now charged again today. I want to cancel my subscription and receive a full refund for any charges that went to this company either listed here or not listed here as there could be more charges I am unaware of.

  Business Response

  Date: 08/17/2023

  ******************** account was terminated effective August 5, 2023. A refund request was entered August 4; it should appear on ******************** credit card within 5-7 business days.

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 digital subscriber to the Napa Valley Register for many years. The paper was acquired by Lee Enterprises last year. In March, my monthly rate was increased from $5.00 to $10.99. It is automatically billed to my credit card. I did not object to the increase, as I was notified in advance. However, on July 18, 2023, my credit card was billed $21.99. I did not receive any notice that my rate would increase. When I called the customer service line overseas, I was told that my rate is still $10.99. The representative could not explain the increase. I told her that I would cancel my subscription if I was billed more than $10.99. She said she could not cancel my subscription! After I told her I would dispute the charge with my credit card company, she said that she would cancel my subscription as of July 31, and I would receive a refund by mail. I did not receive confirmation of this conversation by email or regular mail. I am still receiving the digital edition of the paper. I have been unable to get through to the customer service line again. I find it incredible that I cannot cancel my subscription or receive an explanation for the rate increase. Can you help me find out what's going on? I don't want to have to cancel my credit card to avoid future charges from this company, and I don't understand why they are not communicating with me. This seems like a pretty aggressive way to make money from senior citizens who may not be able to fight back. (I am 78 years old.)

  Business Response

  Date: 08/17/2023

  We spoke to **************** on August 1 and resolved her issues. Her account information has been corrected and her digital subscription re-started.

  Customer Answer

  Date: 08/18/2023

   
  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:07/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  So the post star is trying to charge me money to view an obituary for my 5-year-old dead nephew who was murdered by a man and I'm trying to find where he was buried. Considering I couldn't know that stuff until now due to court legal issues. I believe that that should be knowledge and accessible to anybody considering it was a 5-year-old that was brutally raped and murdered over a period of months and the family wants to know where he was buried, what exactly happened and what is reported. My nephew was brutally murdered November 16th of 2012 by a man who would not let us even have contact with him. So they're going to charge us money to view the paper about his death after all that we've been through. This company is a disgusting disgrace, If you don't do anything about it, I'm just going to keep making a fuss because this is terrible. Have you ever had to deal with watching a 5-year-old die? Have you ever heard to feel like you can't do anything, Do you know what it's like not being able to visit a grave because you don't know where it is? Not being able to put flowers or a ***** bear, say hello or goodbye? Please take this all into consideration, his name was **** ********************************* 3 . We should not have to pay this to see his picture.

  Business Response

  Date: 08/07/2023

  Weve made multiple attempts to speak with ********************. Two messages has been left, but he has not returned the calls. A third message was left this morning. We acknowledge his frustration of not being able to access the obituary because does not have a digital account with us.

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 authorized a charge of $1.00 for a 6-month digital subscription to ************** Dispatch on 11/25/22. Prior to 5/25/23, I cancelled it. Access did not stop. Again, I was offered 6-months of digital access for $1.00. I authorized the $1.00 charge on July 7. Since then, $1.00 has been charged on July 7, 9, 11, and 12; $8.53 was charged on July 13. While I authorized the July 7 charge, I did not authorize the others. On July 11, a Lee Enterprises' customer rep assured me my account was cancelled and charges stopped on July 11. I was charged on July 12. I spoke with ******, employee #******* on July 12. She said she had cancelled my account and removed my credit card information. I was charged $8.53 on July 13. I want all charges to be stopped, all of my information, and a refund me $11.53.

  Business Response

  Date: 07/24/2023

  Thank you for bringing this matter to our attention. As requested by **********************, on July 14, Lee Enterprises cancelled Ms. ********** subscription, issued a refund of $11.53, and deleted her subscriber information. It is our understanding that this matter has been resolved.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20320443
  
  I am rejecting this response, because, while no additional charges have been made as of today, 7/24/23, a refund of $11.53 has not been applied to my credit card account.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/07/2023

  The initial attempt to refund ************************ was made by credit card, but the refund was rejected. Since then we have completed the internal routing to issue a traditional paper check to *********. That check is now in the hands of the ******************** Director for the ***************Dispatch. The check will be in the mail this week.

  Customer Answer

  Date: 08/12/2023

   
  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:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid The Pantagraph for 1 year subscription for our local paper The ***********************. The invoice was dated 10/4/22, renewal rate $65.00, frequency every Thursday. We mailed a check for $65.00 on 10-24-22 and it cleared our bank on 11/2/22. In October, 2021 we had also made a similar payment for 1 year subscription at $65.00. On July 1, 2023 we received a renewal notice from The Pantagraph for The *********************** dated 5/16/23 due upon receipt, rate $130.00, term 52 weeks, frequency every Thursday. Yesterday I called their customer service number and told employee #******* that it was not time for my renewal because I pay annually for my subscription. She explained that they had a rate increase in January so my subscription had run out and needed to be renewed at this higher rate, which it doubled. We feel that this is unfair treatment and that our subscription should be honored for the full year and then start paying the price increase at time of our next annual renewal.

  Business Response

  Date: 07/27/2023

  We called ****************** and left message.  His account has been adjusted to honor the full year $65.00 subscription thru October 20, 2023.
  
   
  
  ***************************
  
  Manager, Legal Services
  
  Lee Enterprises, Incorporated
  
  **************************
  
  *********, ** 52807
  
  Office: ************
  
  Fax: ************
  
  **************************************

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Aug. 24, 2022, I was charged $312 for seven day a week and 52 weeks a year for home delivery on the Fredericksburg Free *****-Star newspaper. The letter I received showed the expiration of the one-year subscription would be Aug. 28, 2023 on my account ********. I called on Aug. 12, 2022 at 1:35 pm inquiring about why I had received no notification of the August renewal. I was told that my subscription actually expired Aug. 11. The early expiration was due to afuel surcharge that I was not notified about by email, mail or phone. Lee Enterprises agreed to waive the fuel surcharge fee. At that point, my subscription hadnt expired and didnt until the end of August 2022 when my credit card was charged. Later in 2022, I received notification that *** was not publishing the Free *****-Star on five holidays - ******************* Day, Fourth of July, Labor Day and Christmas. The memo neglected to mention that it did not publish Thanksgiving in 2022 either. So that was six days I paid for without an extension of subscription or rebate. I called after Thanksgiving, Christmas, New Years, and Memorial Day. The call taker on each occasion said my subscription would be extended accordingly. That would have put my expiration into early September 2023. Suddenly, I did not receive a newspaper on June 26. I called the call center and was told that my subscription henceforth would not be by my carrier, who had de,******* my newspapers for 14 years but via ***** That was the first notification that de,I very would be by mail and not home delivery in the morning. I contacted Lee Enterprises and received an email from ***************************. She stated USP from now on, apologized for the lack of communication and as a courtesy offered to extend my subscription a day, No paper June 27. When I tried to cancel I was charged $25 cancellation fee and expiration date was Aug. 5 due to owed fuel surcharge. That charge was previously waived. I want a refund. *** changes the rules.

  Business Response

  Date: 07/14/2023

  ***** am in receipt of the attached complaint issued by ***********************. We have initiated the requested $25 refund. It is our understanding that this resolves the complaint. Please feel free to contact me should you need additional information or assistance.

   

  Thank you,

  ****

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20244223
  
  I am rejecting this response because:

  ****************************** of the Lee Enterprises ************************ Escalation Team in an email dated 7-14-2023 at 9:12 am stated: The refund you will be receiving will be for $56.87. That is the amount you had left on your account when the cancellation was placed.

  I will accept the $56.87 amount but the $25 for nine weeks of remaining subscription is unacceptable. It appears there is no communication between **** and *************************** (**************************************

  i am only asking for a refund of the unused subscription since Lee Enterprises changed my prepaid subscription from 7-day home deliver to a delayed mail delivery without notice. Newspapers delivered one or two days after publication are useless to me and not timely.

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

  Business Response

  Date: 07/25/2023

  I am in receipt of the attached complaint issued by ***********************. We have initiated the requested $25 refund. It is our understanding that this resolves the complaint

  Business Response

  Date: 07/25/2023

  We stand by our original response