Kansas City Star

Dear Ms [redacted] ,Thank you for bringing this matter to my attentionAs of today, the Kansas City Star is now taking over this distribution centerWhile, I know it's going to be bumpy until we get these routes filled permanently, our customers will start to see improvementI know there were be quite a few routes running late because these new carriers are still learningSo, we please ask for a bit more patienceWe are on the correct path now.I have requested that finance put an additional months of papers on the [redacted] s account for their inconvenience and hope that they contact me directly with any delivery issues moving forwardThere are no complaints on the account since July 10, [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms [redacted] ,I have put a request in to finance to refund the customer the requested amountThis will arrive in the mail from [redacted] Corporate 7-business days after the request is processedWe do not offer monetary refunds for missed papers and we do not extend paper subscriptions for the first days of a vacation holdTo clarify the misunderstanding about premium papers, it is up to a $charge for each premium paper edition, they are scheduled and printed in the publishers notes of each newspaper and printed on every paper billIf there are any additional premium paper editions going in to print the Kansas City Star notified the customer in the publishers notesWe are currently working on a pay scale that absorbs the premium paper editions and does not shorten customers paper subscriptionsIt is already being rolled out and should be completed by 2017.Thank you for giving me the opportunity to assist this customer[redacted] Audience Consumer Advocate [redacted] Grand Blvd, Kansas City, MO [redacted] ###-###-####

The same complaint I had before, which is not delivering the paper we have to keep calling themand they keep on saying the same thing and the paper still dose not come, with out calling themI wonder are these people above the law or reproachI just called them and they said they acknowledge that the fact that we have a problem with the deliver of the paper.What are you going to do to correct this.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:quit playing gamesAnd deliver the paper when supposed to

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:This problem has not been resolved I finally cancelled my subscription and signed up for NY Times on Sun., not realizing that the same carrier delivers that and I have yet to receive the NY times I also have not received my refund from the KC Star I cannot get any answers Regards, [redacted]

Dear Ms [redacted] ,We have contacted the District Manager about your missed papers and credited your accountWe have made several changes in our paper, eliminating, adding and moving sectionsPlease verify what sections you are missing with Customer ServiceYou can reach them by calling ###-###-####I do see a complaint filed by email on 9-for which you were credited and a message was sent directly to the carrierIf you prefer to talk to our Customer Service Representatives instead of utilizing our Automated Phone Line, you can bypass it by hitting zero

Thank You again for your service, I would like to add a little more detail why rejecting because the problem continues to exist(maybe worse)even after I rejectedBelow I have included the rejection from your web siteBeside missing service the day after they (Jeanie from KC Star) stating they have addressed, we did not receives service Friday till late morning, no paper at all for Saturday, Sunday not till way after the dead line to receive by 8:AM, after we called a paper came close to ten by our best estimatePrior to our complaint this was the Star standard delivery problem we identified in our original complaint I continue to leave voice mails for upper management VP of circulation, director of circulation and Jeanie which stated to call her and she would address it is obvious this is not occurring but even getting worseI actually let a voice mail for the CEOThe only return call was due to the complaint issued from the Revdex.com for Jeanie to respond.We do call the automated customer service to receive a credit when we do not receive, this weekend it did not work had to say on hold for minutes to receive the credit by finally get ahold of a live personFeel free (please) to add the above to the complaint [redacted] ***

We have applied months credit to your account for missed deliveries and inconvenience Please know the number you called does handle all the complaints for the KC Star and each complaint was logged Customer Service also dispatched each miss you reported for re-delivery We have forwarded the issue to our Distribution Team for investigation Call backs from the carrier or their direct report can not be guaranteed as they work nights and are part of a contracted company Please make sure you continue to report any issues you may have to our Customer Service ###-###-#### We rely on the reports obtained from calling that number to know where our areas of opportunity are Thank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: At this point, I only have another promiseI will accept it if, after three months of calls and four ironclad promises, they finally carry out their commitment to issue my refundKC Star must have a tremendously flawed system for answering customer complaints if they do not have any record of my frequent, lengthy conversations with their Philippine service [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID I am hoping that the resolution is a permanent one, but given the history, I will continue to watch their performance going forward If they perform as promised then I am satisfiedIf not, then it will be addressed again Regards, [redacted]

Dear Revdex.com, Account # Thank you for bringing this issue to our attentionWe have received the complaint on 9/21/ Ms [redacted] has called in to complain about her delivery issue several timesWe have sent complaints about the carrier to the supervisor and distribution supervisor.We are also having them investigate the issue on the delivery problemWe are going to have this problem rectified as soon as possible Sincerely, [redacted] VIP Agent [redacted]

Our Finance Customer Service Representative, Tina [redacted] , spoke to the subscriber on 12/31/and sent her a new bill The subscriber seemed please with this.Thank you,The Kansas City Star Customer Service Department

Dear ***, We sincerely apologize for this issue that affects your personal financesYou deserve to receive what you pay for, and we are very sorry for all of the inconvenience this situation has caused youI am notifying the distribution manager and the finance department about this issue, and we are working to correct the problem right away.Thank you for contacting us

After speaking with the distributor, zone manager and delivery director, Jeanie S [redacted] spoke with the customer on different days to verify they are indeed receiving their Star dailyThe customer states yes they are receiving itWe will continue to monitor the address and verify that they are satisfied with their deliveryThe Star has spoken with the distributor to relay that each subscriber matters and be sure to satisfy the customerRegardsKathy ButtsAudience Development Coordinator

Spoke with subscriber and they are receiving the paper consistently They would like a new bill which I will have billing send out We will also give then a month's credit for all the paper's they have missed.Subscriber has my name and phone number if they need help in the future

We sincerely apologize for the delivery issues the subscriber has experienced Our Delivery Services Manager, Ron D***, has spoken with the subscriber and she is receiving the newspaper at this time Should the subscriber have further delivery issues, Ron D [redacted] can be reached at ###-###-#### or rd***@kcstar.com.Thank you,The Kansas City Star Customer Service Department

Dear Ms***,I am sorry for your inconvenienceI have waived the owed balance on your accountYour subscription was shortened by premium papersI have opted you out of thoseAs per our policy, we offer a grace period where continue to deliver papers for after the expiration of customers accounts to prevent disruption in serviceIf you do not want to have a grace period you can notify the customer service department and we can change your account status to pay as you goI see that bills were mailed out after your account expiredWe also have a 3rd party company call customers that are at the end of their day grace period to notify them that their service will stop if they don't make a payment soonI do not see any missed paper complaints on your accountIf you choose to resubscribe, please make sure you contact the customer service department or use our customer service portal online to file missed paper complaintsThis will credit your account so you are not paying for papers you are not receiving and provides reporting to our district managers so they know there is a delivery issue in your area

Dear Ms [redacted] I apologize for the tardy responseMy boss, the Manager of Customer Service and Retention, had been working with the [redacted] residence prior to this Revdex.com complaintHe had adjusted the account for weeks and reached out to the distribution companyI followed up with them shortly thereafter because I noticed they were still missing papersI added them to our Critical Watch List and contacted the distribution company againThey have not missed a paper sinceThey were getting their papers regularly but often lateFor the past days their papers were delivered and arrived earlyI promised I would follow up with them today, and then I would respond to the Revdex.com complaintI will continue to monitor their delivery and they have my contact information if they have any further questions or concerns.Thank you,Dakota C***Audience Consumer Advocate###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12484655, and find that this resolution is satisfactory to me Regards, [redacted]

Checked back with subscriber and he is being missed He had reported that he was receiving I contacted our distributor to make sure this address is thrown every day!I will check back with the subscriber in week

Our Delivery Services Manager spoke with the subscriber today, May 12th, 2015, and confirmed the newspaper is now being received We have given the subscriber a week credit on their account for the delivery issues.Should the subscriber wish to contact a finance representative, she can email Gerry D [redacted] at gd***@kcstar.com, regarding any billing related issues Our delivery team can be reached at ###-###-####.Our sincere apologies about the delivery issues the subscriber has experienced.Sincerely,The Kansas City Star Customer Service Department