Complaints

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:06/04/2024

  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 subscribed to the lima news back in 1978. have had a subsription all this time save vacations and 3 times i moved. fast forward, i get a renewal notice a month ago and i decided to let it expire after i took a look at it costing $20.99 per month for two days a week of news that i mostly knew already when the paper showed up. i got a "second notice " on the "renewal notice" and again i go through the numbers again and wonder why i got the notice when i see in smaller print below "RENEWAL NOTICE" that said "Delivery will continue unles syou notify us to stop delivery service". i never ever agreed to a lifetime subscription to the lima news and think that is a terrible way to eke out another months worth of money. i had called the circulation department which i was trying to avoid as it never goes well if and when you finally get in touch with somebody. i talked with a guy there and he informs me that i owe twenty some bucks and i told him that i let my subscription expire. he kept talking over me and i asked for his supervisor. i was informed he was the supervisor and he then hung up on me. the line then went immediately to the satisfaction survey. smh. you can see how much the supervisor cares. i dont feel that i owe the month they continued to deliver and/or whatever all else they continue to deliver. they need to credit my account to a $0 balance. not a good way to do business. reminds me of the time george costanza went and broke up with his girlfriend.

  Business Response

  Date: 06/04/2024

  Mr. ******* received 2 invoices to renew his subscription which states that the subscription can be stopped by calling the office.  As mentioned in his letter, He never notified the Lima News to stop the paper. He owes $26.24 for the papers received after the expiration date, not the $242.99 he is requesting..

   

  The subscription is "NOT" never ending.  Customers are provided a 37 day grace period to allow time for subscriber payments to be mailed into the office and processed.  After that time where no payment is received, the subscription is terminated.  This business practice has been in place for years and as an industry has been in place for decades.

  In addition, here is the note on the account regarding Mr. *******'s conversation with our customer service agent.

  6/3/24 Customer called in to stop account. When i provided him with info on the account,  he denied the balance and he proceeded to tell me to shut up and i proceeded to terminate the call.  

  If he wishes, he can call my phone and I will respectfully talk to him.  My number is ************. 

  ***** ****

  Regional Circulation Director

  The Lima News.

• Initial Complaint

  Date:10/23/2023

  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 had canceled my News Paper subscription on June 12, 2023 and was told it would be a number of weeks. It has over 19 weeks Called back on Sept 28, 2023 - Was told it was in Finance Dept. at their main office Called back Oct 10, 2023 - Was told AGAIN it was in Finance Dept. at their main office Called back Oct 23, 2023 - Was told it was processed/ mailed on Oct 10, 2023 I have NOT received my refund as of Oct 21, 2023 Gentleman said he would expedite this refund I will see what happens - I will give them a week and call for the fourth time ^!! Customer Service is VERRY POOR!!!!!!! I have always PAID my subscription by the due Date !!!

  Business Response

  Date: 11/01/2023

  I have contacted our AP department and they informed me that a check was just sent out on 10/31/23 for $102.07.  I apologize for he delay but it has been processed and is on it's way.  Thank you.  

  Customer Answer

  Date: 11/01/2023

  
  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:10/05/2023

  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.

  5/22/23- ******** of ******** for my father, ***********************, age 95, I cancelled his Lima News subscription, account number *******, when ********************** stopped printing the papers 7 days per week. 6/21/23 - I made a 2nd request for his refund, which had not been received. Lima News employee verified that "a $73.53 credit is showing."8/3/23 - I made a 3rd request for the refund. Lima News employee stated "refund of $73.53 was processed on July 17, 2023", and to allow 2 weeks for receipt refund check.8/25/23 - Lima News **************** employee stated refund was processed 7/17/23 and that the check "would have been printed on July 28" and then "it takes 4-8 weeks for receipt." "If not received by 8 weeks (3 more weeks), to call back and she will call accounting to track why the check was not received.10/5/23 - It has now been 10 weeks from the July 28 printing of the check and 4 1/2 months since the subscription was cancelled. No refund check has been received. **************** rep at ********************** says "it is taking ***** weeks."Company is obviously stalling in the hopes that customers will give up and stop requesting refunds that are due.Please assist in getting my father his refund.He is 95 years old and using the digital version of the newspaper is not an option for him.

  Business Response

  Date: 10/31/2023

  A refund was issued in the amount of $73.53 on 10/10/23 with Check number 22824.  

• Initial Complaint

  Date:10/03/2023

  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.

  Cancelled my subscription on May 15 2023. Have not received my refund of $177 after four phone calls. It will soon be five months since cancelled subscription.

  Business Response

  Date: 10/04/2023

  I have reviewed **************************** account and show that the refund process has been started for him.  I have contacted our ** department and asked them to add his check to the next batch of refunds being generated this Friday so he should receive his check next week.  

   

  Thank you.  

• Initial Complaint

  Date:08/14/2023

  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 May 25th I called and cancelled my subscription. I was told that it would be 6-8 weeks to receive my refund. It is now August 14 and still no refund. I've tried calling to talk to somebody about this and just get put on automatic hold after using their auto routing system. I would like my money

  Business Response

  Date: 08/30/2023

  We have reviewed our records and show a refund of $41/17 was issued to Mr. ******'s Mastercard ending in **** on July 18th, 2023 at 5:39 PM.  We will also reach out to Mr. ****** to confirm with him.  

  Customer Answer

  Date: 08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I reviewed my credit card statement from 07/01/2023 to 08/30/2023. I show no credits from them. Only credits I show are from Meijers on 07/06. Nothing from them.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/13/2023

  We spoke directly with Mr. ****** on Sept. 6th.  Since we show he was refunded to his credit card and he says he has not received a credit we are issuing a check for this refund amount and mailing it directly to him.  It was processed and should be arriving shortly.  

• Initial Complaint

  Date:07/05/2023

  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.

  The Lima News was paid $122.99 for a 6-month subscription on 4-17-2023 for a 7 day a week delivery of the newspaper. Upon news that the Lima News was going to a digital subscription with 2 day a week delivery I cancelled the subscription which is in my wife ******'s name. My cancellation request was on 5-15 or 5-16 with final delivery date of 5-20-23. I did not receive the paper on 5-20-23 and after 3 weeks I called inquiring about my refund. I was told it would take 6-8 weeks to process from that day. Today, 7-3-2023, I called to inquire the refund status and was told that Ohio law says someone from the paper is required by law to contact me and try to talk me out of cancellation before a refund can be processed. Nobody has contacted me, and I informed the employee that I would not be talked out of it. The Lima News employee then informed me my refund would be processed and I could see it in 4-8 weeks. The Lima News appears to be stalling until they file bankruptcy and no longer needs to honor its debts. I demand my refund immediately.

  Business Response

  Date: 07/13/2023

  In reviewing the ***********'s account we do show the payment and the cancellation.  When the account was cancelled there was a new representative who stopped the delivery but did not process the refund.  Upon their second call on 7/3 I show that the refund was initiated and is currently in process.  I have asked our accounting department that it located in Texas to please expedite this refund.  We are not stalling nor are we in any way preparing to file bankruptcy like what is being said in the complaint. A refund check should be received shortly.  

  Customer Answer

  Date: 07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:06/08/2023

  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.

  On 2/3/23, I mailed check number **** to the Lima News in the amount of $242.99 for 1 years daily newspaper subscription of home delivery. Upon notice of cancellation of daily delivery by the Lima News on 5/10/23, I phoned Lima News on 5/10/23, spoke to a representative, cancelled our subscription immediately and requested an immediate refund of our subscription prepayment. The Lima News stopped delivery of our newspaper the very next day, 5/11/23. The Lima News associate told me they would refund me $181.00 within 3 weeks. After waiting 3 weeks without a refund, I phoned Lima News on 6/6/23 and spoke with Apolloni who informed me I have to wait 3 to 4 additional weeks for a refund of $175.32. I have received NO PAPER FOR 4 WEEKS, yet the Lima News is withholding my money in the amount of $180.00. It appears the Lima News is refusing to refund money given in good faith for a daily paper after they cancelled daily paper production and are now refusing to issue our refund check. I request immediate refund of $180.00 which is legally due to me. Sincerely, Mrs. *** ****** ************

  Business Response

  Date: 06/21/2023

  We show that the cancellation was entered on 5/10/23 effective 5/11/23.  We are sorry that Mrs. ****** was not informed correctly but refunds typically take 6-8 weeks to be processed, have a refund issued and mailed to the customer.  We show that the refund request has gone to our AP department for a check to be issued.  That check shows it will be issued this week and be mailed to *** ****** at ***** **** * ******** *****, ** ***** and it should be received shortly.  

  Customer Answer

  Date: 06/21/2023

  
  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,
  
  *** ******