Kansas City Star

Dear Revdex.com, We have taken the customer off the mailing list.

Unfortunately subscriber does not want us to try and correct delivery issues.  All they want is their money back.I have notified billing to start the refund process.  I will notify our distributor and carrier of this permanent stop.

Dear Revdex.com,  Account #51079734Thank you for bringing this issue to our attention. We have received the complaint on 11/22/17 The statement below is on the invoices sent to all customers. Customer MUST call in to cancel subscription or it will be automatically renewed. If they assume...

the subscription is cancelled due to non-payment they are subject to pay no more than 90 days fees.  Sincerely,[redacted]VIP [email protected]

We would like to know what the reason no Sunday paper was not delivered to our building Oct 8 and if this will happen again.  Have heard rumors there will not be delivery on Sundays and need to know before renewing subscription!   Phone message about this not returned. [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 promise. I will accept it if, after three months of calls and four ironclad promises, they finally carry out their commitment to issue my refund. KC 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]

We were able to reach subscriber and saved the stop.  Contacted distributor on 1-7 (before the restart was entered) to ensure delivery of the paper for this morning 1-8  Restart entered on 1-8.Subscriber received the paper on 1-8.We will check back with the subscriber on 1-11 to follow up and make sure they receive consistent delivery.

After much discussion with the subscriber he told me his wife had cancelled the paper.  i assured him I would send out the Royals copies that he missed.

We apologize for the poor service and want to do everything we can to correct it. According to our records, you have been credited for each time you missed a paper and did not get another delivery as requested. If you would give us one more chance to correct this issue, I am confident that our...

distribution manager can resolve this and ensure that your service is satisfactory. If you would rather cancel your subscription now, I will have a refund issued to you.

[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 [redacted], and find that this resolution is satisfactory to me. Along with that, I would like to thank [redacted] for following up on this and providing such great customer service!
Regards,
[redacted]

I am rejecting this response because:
Paper was not delivered on 1/8 they call us to see if paper was delivered and we told them no and then they hand delivered the newspaper around 1130am and we signed for it and still no paper delivery on 1/9&1/10 
Regards,
[redacted]

I am rejecting this response because:The fore mention person did called but he ask if I got the paper that day which I did. His attitude was of one who didn't care one bi. Tole him I wanted the missed paper, his response was he will send one out. HOWEVER THAT DID NOT HAPPENED.His attitude was that this was a waste of his precious time and that this whole bunch of [redacted].

It failed to start a subscription because you requested a refund before it was processed. Redemption of the Groupon orders is an automatic process that happens immediately when we receive the information from Groupon. As I stated previously you are welcome to re-purchase the Groupon if you would still like the deal. If you have any further questions please contact the Customer Service department as this will be my last response to this complaint. [redacted] - VIP SpecialistThe Kansas City StarCustomer Service   ###-###-####

We are terribly sorry for the service issues this subscriber experienced.   The subscription has been stopped.  A partial refund was processed on 10/22/15.  An adjustment for the difference has been placed on the account, and now the final refund is in process.Should the subscriber...

wish to reach out to our Finance Customer Service Representative, Phyllis G[redacted], she can be reached at pg[redacted]@kcstar.com or ###-###-####.Again, our sincere apologies!Thank you,The Kansas City Star Customer Service Department

Dear Ms. [redacted],I have put a request in to finance to refund the customer the requested amount. This will arrive in the mail from [redacted] Corporate 7-10 business days after the request is processed. We do not offer monetary refunds for missed papers and we do not extend paper subscriptions for...

the first 14 days of a vacation hold. To clarify the misunderstanding about premium papers, it is up to a $2 charge for each premium paper edition, they are scheduled and printed in the publishers notes of each newspaper and printed on every paper bill. If there are any additional premium paper editions going in to print the Kansas City Star notified the customer in the publishers notes. We are currently working on a pay scale that absorbs the premium paper editions and does not shorten customers paper subscriptions. It 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]1729 Grand Blvd, Kansas City, MO 64108[redacted]###-###-####

This account was closed on 09/26/2016 and the past due was written off.  We apologize for the issue.  We do show credit was applied for each missed paper.  It appears there was a past due balance that was owed. We sent out bill 1 on 06/14/2016 no payment was received, we sent a 2nd...

notice out 07/12/2016 no payment was received, a 3rd and Final notice went out on 08/02/2016. Thank you!

Dear Ms. [redacted],A stop had already been placed on your account by our Customer Service department. I went to finance and requested a full refund to your account because your paper never started. I apologize for the amount of time this took to resolve. Your refund will be applied to the card on file....

Based on what you have stated in the complaint and what is on your account, the Customer Service department did everything you asked. If you would rather deal with me directly, in the future, you are welcome to. My contact information is listed below. [redacted]Audience Consumer Advocate[redacted]###-###-####

I apologize for the ongoing issue. We have reached out to the distributor to find out why the carrier is not delivering the paper consistently at your new address. I have also applied an extra month of credit to extend your account. I will follow up with you to let you know what we find out from the...

distributor. We appreciate your patience as we work to correct this issue.

I have touched base with the carrier, again, for you. They said they don't throw your paper in the driveway because it is sloped and will roll. I requested that they double bag your paper and deliver it to  the driveway anyway. Any further complaints please contact the customer service department. This will be my last response to this complaint.Thank you, [redacted] - VIP SpecialistThe Kansas City StarCustomer Service   ###-###-####

selectWe have continual issues with delivery of the Kansas City Star. Contacting the paper's offices is virtually a waste of time -- requests for phone contacts are ignored, canned e-mail replies are the norm, empty apologies, and excuses. Rate increases equal poorer service. The last missed delivery on the first of February was because of "poor road conditions". Again today we have no paper.

Thank you for the...

recent email regarding [redacted].   I am very sorry for all the issues he experienced with his subscription.   I can only apologize can report the issues to our Delivery Team.  We will also advise Customer Servicethat repeat delivery issues should be reported directly to Delivery with urgency.    We did find his payment as well.   We recently upgraded to a new Circulation System and it is not without issues of its own.  We did find Mr. [redacted]payment and credited it to his account.   I have requested a refund back to [redacted] Original form of payment and he should see that refund in the next couple of days.  Again, my sincere apology for the way Mr. [redacted] account was handledthis is not the way we expect our readers to be treated.     If I can be of further help, please dont hesitate to contact me.   Rai H[redacted],  The Kansas City Star, Finance Department