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LNP | LancasterOnline

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:02/19/2023

    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.
    We have been subscribers to this paper for about 30 years. In Oct 2022 they suddenly stopped delivering our Sunday paper. Our subscription was paid until the end of the year. We have constantly called and complained to customer service and filled out the online complaints. Throughout the last four months we have gotten 3 papers delivered. In January we were charged (Through auto pay) for another year. We have even asked for a refund but nothing has even changed on their end. Today is February 19th and we did not get a paper again today. We have made zero progress since October to get this issue solved. In the end, We only want the paper that we paid for.

    Business Response

    Date: 03/30/2023

    Attached are pictures to show proof of deliveries and a voicemail from the customer to our district manager.  I believe that when Mr/Mrs. *** filed this BBB complaint, it was around the same time that the service was not meeting the customer and LNP’s standards as we were transitioning from a permanent carrier to a substitute carrier. We have added the ***’s on as our priority list to monitor the service and the customer has the direct like to the home delivery manager’s office number.

     

    The email thread below is between our Home Delivery manager, the district manager in Mr/Mrs. ***’s district, and the customer service rep who brought the complaints to the district manager’s attention.

     

    The customer’s complaint states that the issue goes back to Oct 2022.  The history on the account does not show this, but the route has been open since Dec 2022.  Ian has used multiple carriers including himself to deliver this route.  Unfortunately, when this happens, service suffers especially day 1, 2, and 3 for the customers.  The same carrier has been subbing the route since Jan/Feb 2023.  In the beginning, I believe that the issue was her list, but once Ian spoke with her about the situation, service improved, and they started receiving the paper as scheduled.  Ian has redelivered papers even when we believe the carrier already delivered one just to appease the customer.  The carrier was instructed to send pics and has sent multiple pics (see attached). 

     

    Please let me know if you have any questions. 

     

    Best,

    **** ******

    Customer Service Manager

    LNP Media Group, Inc.

     

    _________________________________________________________________________________________________

     

    From: ********** ***
    Sent: Tuesday, February 21, 2023 7:30 AM
    To: ****** *** <******************>
    Subject: RE: No sunday paper

     

    He sent the email at 7:03pm, which was before you spoke with him.  I would disregard it if you feel he was happy with your conversation and a resolution has been made.  I would still have the carrier send a pic the next few weeks to be safe. 

     

    ******** *********
    Home Delivery Manager | LNP Media Group, Inc.

    T. ###-###-####
    LNPMediaGroup.com

    _____________________________________________________________________________________

     

    From: ****** *** <******@lnpnews.com>
    Sent: Tuesday, February 21, 2023 7:28 AM
    To: ********** *** <**********@lnpnews.com>
    Subject: RE: No sunday paper

     

    After 7. 735 to be exact

     

    ________________________________________________________________________________________________________

     

    From: ********** *** <**********@lnpnews.com>
    Sent: Tuesday, February 21, 2023 7:26 AM
    To: ****** *** <******@lnpnews.com>
    Subject: RE: No sunday paper

     

    When did you talk to the customer last night?  Before or after 7pm?

     

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

     Home Delivery Manager | LNP Media Group, Inc.

    T. ###-###-####
    LNPMediaGroup.com
    ___________________________________________________________________________________________________________

     

    From: ****** *** <******@lnpnews.com>
    Sent: Tuesday, February 21, 2023 7:20 AM
    To: ********** *** <**********@lnpnews.com>
    Subject: Fwd: No sunday paper

     

    This is the redelivery picture from this morning

     

    Get ******* for ******

     

    From: ***** *** <*****@*******.net>

    Sent: Monday, February 20, 2023 7:03:12 PM
    To: ****** *** <    ******@lnpnews.com>
    Subject: No sunday paper

     

    You don't often get email from *****************.Learn why this is important

    After 30 years as a subscriber, we have not been getting regular delivery since October. I called customer service on sunday because we did not get a paper again. She told me that it would be delivered on Monday. Monday has come and gone and we still did not get our Sunday paper.

     

    --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

    From: ********** ***
    Sent: Monday, February 20, 2023 7:46 AM
    To: ****** ******* <******@lnpnews.com>; ****** *** <******@lnpnews.com>
    Subject: RE: ACCOUNT # ******

     

    *** – please look into what the issue is here.  Why is the carrier not delivering the paper?  They need to start delivering the paper every Sunday.  The already deliver another address a few houses down.  Talk to the carrier and follow-up with the customer.  Have the carrier send pics the next few Sunday’s until it becomes a pattern for them.

     

    ******** *********
    Home Delivery Manager | LNP Media Group, Inc.

    T. ###-###-####
    LNPMediaGroup.com

    ________________________________________________________________________________________________________

     

    From: ****** ******* <******@lnpnews.com>
    Sent: Sunday, February 19, 2023 7:20 AM
    To: ****** *** <******@lnpnews.com>
    Cc: ********** *** <**********@lnpnews.com>
    Subject: ACCOUNT # ******

     

    Good morning,

     

    Customers claim they have not receivied a paper since October. I see the multiple messages that were relayed back to you both. They are upset and are debating on cancelling their subscription.

     

    Can we resolve this issue?

     

    ******* *****
    Customer Service Representative | LNP Media Group, Inc.

    T. ###-###-####
    LNPMediaGroup.com
    --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

     

    From: ****** *** <******@lnpnews.com>
    Sent: Monday, March 27, 2023 10:08 AM
    To: ********** *** <**********@lnpnews.com>
    Subject: FW: No sunday paper

    ____________________________________________________________________________________________________________________

     

    From: ***** *** <*****@*******.net>
    Sent: Monday, February 20, 2023 7:50 PM
    To: ****** *** <******@lnpnews.com>
    Subject: Re: No sunday paper

     

    You don't often get email from *****************.Learn why this is important

    Yes, That is my house but it is an old picture. I updated the numbers on my Mail box a couple of weeks ago.  Three weeks ago I got a paper but none since.

    On 02/20/2023 7:34 PM ****** *** <******@lnpnews.com> wrote:

     

    I spoke with my carrier today about this Sunday and she sent me this photo showing me that she delivered.  If this is your house then I think someone may be stealing your paper

     

    Get ******* for *******

    From: ***** *** <*****@***********>
    Sent: Monday, February 20, 2023 7:04:13 PM
    To: ****** *** <    ******@lnpnews.com>
    Subject: Re: No sunday paper

     

    You don't often get email from *****@*******.***.Learn why this is important

     

    On 02/20/2023 7:03 PM ***** *** <*****@*******.***> wrote:

     

    After 30 years as a subscriber, we have not been getting regular delivery since October. I called customer service on sunday because we did not get a paper again. She told me that it would be delivered on Monday. Monday has come and gone and we still did not get our Sunday paper.

    ***** ***

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

    New Holland,Pa.*****

    ###-###-####

    -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

     

    From: ****** *** <******@LNPnews.com>
    Sent: Monday, March 27, 2023 10:30 AM
    To: ********** *** <**********@lnpnews.com>
    Subject: FW: Sunday Delivery

     

    I did the route this Sunday and I did miss him my first time around but as he states here I did make my way back to deliver after I received an email from ******** that he was missed.

     

    From: ***** *** <*****@comcast.net>
    Sent: Sunday, March 12, 2023 10:05 AM
    To: ****** *** <******@LNPnews.com>
    Subject: Fwd: Sunday Delivery

     

    The carrier came back a couple of hours later and delivered our paper.

     

    -------- Original Message ----------

    From: ***** *** <*****@comcast.net>

    To: ******@lnpnews.com

    Date: 03/12/2023 7:27 AM

    Subject: Sunday Delivery

     

    Once again, I did not get a Sunday paper. This has been going on since October.

    We have called customer service on sunday morning several times and also filled out the form online several times. I Sent you an E-mail on Feb. 20 telling you of the issue. After that I sat in my window the next two sundays and watched for the carrier. On 2-26 and 3-5 we did get a paper and I figured the problem was solved. This sunday I sat in my window and watched the carrier drive past my house and I did not get a paper. I need to make an apointment to come to your office to talk to you about this issue.

     

    ***** ***

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

    New Holland, Pa.

    *****

     

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

     Home Delivery Manager | LNP Media Group, Inc.

    T. ###-###-####
    LNPMediaGroup.com

  • Initial Complaint

    Date:11/06/2022

    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.
    We have been receiving the daily newspaper, 7 days a week, for many, many years. In the past few weeks we have been experiencing issues. We have called LNP and complained, only to be told they will credit us. Today, Sunday, Nov 6, the paper came and it is totally wet through and through. Non readable!! So again called LNP to voice my opinion. The lady that answered was not very professional and stated we will receive credit. I asked her when?? She said at the end of our subscription. I got very frustrated and said just cancel me out of receiving the paper. She then said if I cancel I will not receive credit. So, our subscription runs out Dec 5 so I decided to keep it till then to see if I actually DO receive credit. But I have that they take the money directly out of my account the first week of the month. However, sometimes it is the last week of the prior month that they take the money out. With online banking I can see that!! Plus oftentimes MY newspaper is in the NEIGHBORS driveway, not mine. And I know that cause they do not receive the newspaper! And like today, for instance, it was raining. We had ONE plastic wrapper on our paper. No wonder it was wet. And I happened to see our other neighbor outside picking his up and I yelled over asking if his paper was wet. He said yes, soaked. And I know they also called to complain about it too in the past. I just feel for what a household pays for the newspaper each month they could provide better service and A- make sure they deliver to the correct house And B- they put 2 clear plastic wrappers on the paper on rainy days. Maybe this is a way that LNP wants to get rid of hands on newspapers and would like everyone to get it online?? If that is the case they are going about it the wrong way!Thank you for reading!

    Business Response

    Date: 11/11/2022

    We reached out to *************** to apologize for the wet paper issue and confirm that credit was given for this error in service on 11/6. The last complaint we have recorded previous to this incident from *************** was on 12/23/19.

  • Initial Complaint

    Date:06/21/2022

    Type:Service or Repair 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 just want to cancel my subscription. I called and they conveniently can’t find my email for my account to cancel it, but they can find my debit card number to withdrawal money from my account. I’m tired of businesses making it so hard to cancel their service. You have to call, say no no no no and they still won’t cancel it.

    Business Response

    Date: 06/22/2022

    *** ******** called in on Tuesday, 6/21 at 1:10pm and spoke to a Customer Service Representative. 
    He mentioned he has a digital subscription and would like to cancel it.
    The Customer Service Representative had a hard time finding him in our outside digital vendors database because he was giving her the email address ***********@*******.***.
    The Customer Service Representative told him that she cannot locate that email and if he’s sure it’s not under another email address.
    Denise then found him under his name and address with email **********@*****.*** in the digital database.
    *** ******** said he does not remember registering under that email. 
    The Customer Service Representative asked if he would like her to cancel and she will refund the $9.95 back to his account. 
    We refunded his $9.95 and cancelled his digital subscription on 6/21/2022.

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