Kansas City Star

Please disregard the letter received.  Old balance was written offWe do not report to a credit agency, Customers credit will not be affected. Thank you!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Talked with the carrier.  Another complaint I believe is due to us changing to a new system.  Carrier took down the address and promised to follow up.  I left a message for the subscriber to call me tomorrow and I will follow up with them as well!

Mr. [redacted],We apologize for the inconvenience of your missed papers. According to my records the Customer Service Department dispatched all of your complaints and extended your subscription paid through date from 3/9/17 to 4/9/17. Although I don't see any complaints on the account since 11/28, I...

sent an email to the District Manager of this route. I have also sent your request to re-evaluate which routes are owned by distributors and which routes have country carriers throw them to the the Senior Home Delivery Manager. Please continue to contact the Customer Service Department as all of our reporting of problem areas go through them. They are also capable of dispatching messages directly to the carrier and charging them for papers that are not being thrown. Thank you for your readership.

Our Finance Customer Services Representative, Phyllis G[redacted], spoke to the subscriber on November 13th, 2015.  Phyllis explained the billing error and adjusted the subscriber's account.   Our apologies for the billing error.Should the subscriber wish to contact Phyllis further, she can...

be reached at pg[redacted]@kcstar.comThank you,The Kansas City Star Customer Service Department

Thank you for your recent email.  I have looked at the account and found that Ms. [redacted]s account was set to Auto Renew from the beginning of her subscription.   I am forwarding the information to Customer Service for theirreview and follow up with Customer Service.  I have...

requested a refund for both payments that were taken in error for a total of $34.82.   I apologize for this error, but please be assured it will be addressed immediately.   If I can be offurther Service, please do not hesitate to contact me.  Thank you,  Rai H[redacted],  The Kansas City Star, Finance department.

Dear Ms. [redacted],Thank you for bringing this matter to my attention. As of today, the Kansas City Star is now taking over this distribution center. While, I know it's going to be bumpy until we get these routes filled permanently, our customers will start to see improvement. I know there were be...

quite a few routes running late because these new carriers are still learning. So, we please ask for a bit more patience. We are on the correct path now.I have requested that finance put an additional 2 months of papers on Ms. [redacted] account and hope that she contacts me directly with any delivery issues moving forward.  [redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Our Delivery Services Manager reached out to both the subscriber and newspaper carrier regarding this complaint.  Our newspaper carrier was delivering to an incorrect address.  Mr. [redacted] is now receiving his newspaper as requested.Our apologies for the problems with delivery of the...

newspaper.  Mr [redacted] can contact our customer service line at 877.962.7827, or [email protected], should he experience any delivery issues in the future.Thank you,The Kansas City Star Customer Service Department

We apologize for the poor delivery service you have experienced. According to our records, we do not show that complaints were entered for each missed paper over the one month and 2-day period. It is important to let customer service know when a paper is missed, so that they can credit your account...

and provide us with a record of the problems occurring with your subscription. Without this record, we are unaware that there are issues. When you notify customer service of ongoing poor delivery service, we can then escalate the issue to the distribution manager who will then contact the carrier and carrier's supervisor to get the problem corrected. Unfortunately, we were only made aware that your paper had been missed in January. If we had been notified of the issue sooner, we could have taken steps to resolve the matter. Your account has been given 2 months of credit, which extends your expiration date to 3/4/2017. This credit accounts for the missed papers throughout the month of December and early January. Thank you,

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 in terms of contacting Mr. [redacted]. I did talk to Mr. [redacted]; unfortunately, the day I called, I did not receive the paper again (9/21). In addition, I have not received my paper this morning either (9/24). Mr. [redacted]'s response did not correct the situation and an additional complaint will be lodged with the Revdex.com and I request a discussion with the delivery department's/Mr. [redacted]'s supervisor. Regards, [redacted]

Dear Ms. [redacted],After contacting Mr. [redacted] last week and monitoring his delivery this week, we both agree that his delivery has substantially improved. He only received one Sunday paper this week but I had another copy specially delivered to his residence today, before he arrived home from work. I contacted the distributor to ensure that he receives both Sunday Stars next week and promised to follow up with Terri next week.I really appreciate Mr. [redacted]s patience and understanding as we worked through this matter and look forward to hearing from him in the future.Regards,Dakota C[redacted]Audience Consumer Advocate816-234-4150

According to our records, this account has been permanently stopped since 3/17/17. A balance of $129.79 was written off by the Star on that date. There have been no charges to the customer's credit card since 12/1/16. There is currently a $0.00 balance on the account, and the customer will no longer...

receive letters or phone calls attempting to collect funds. The Kansas City Star does not report any customer's information to the credit bureau, so their standing will not be affected in any way by previous collection notices. We have also removed the phone number from the call list to prevent further solicitation.

[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.
Regards,
[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 12484655, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted],I apologize for the delivery issues you have experienced.  We will contact the carrier delivering this area immediately to correct you service.  I am also sorry you did not receive a call back.  Please feel free to contact me directly if you have any further delivery...

concerns.[redacted]Audience Distribution and Delivery Director[redacted]

I gave this customer 30 days credit to make up for the missed papers he has received.  Thank-you,PhyllisFinance Dept

Dear Ms. [redacted],I would first like to make this abundantly clear, this will be our last response to this customer through the Revdex.com. It is my understanding that this company is here to promote transparency and integrity in the business community, therefore I am choosing not to engage in any name calling or unprofessional behavior. We have honored the customers original subscription length as requested (above and beyond) and every missed paper the customer reported was appropriately credited. To answer the customers question about why his subscription was two weeks short of 6 months I will quote the flyer that the customer so generously provided for us: "An additional $2.00 fee will be added to your subscription for each of the following premium editions, which are included in all print subscriptions... The fees for these premium editions are not included in your subscription price and your expiration date will be adjusted accordingly. Payments and credits extend your expiration date." Thank you for your patience in resolving this matter,[redacted]Audience Consumer Advocate[redacted]1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/[redacted]

Thank you for submitting a follow up on this issue. The only subscription we have at 300 W 104th Ter is a Sunday only paper. This was cancelled today 5/3/17 at 6:39 am. The cancellation w[redacted] be done by 5/7/17. This person should no longer be receiving our paper.

I have credited Mr. [redacted] 30 days for missed papers as per his request.  I called and left him a message to let him know today, 12/17/15.Thank-you,Phyllis [redacted]Finance Dept

I'm serius.  Every subscriber gets nicer!  Super nice lady, LOVES her paper every day and has been getting grrreat service.She will give me a call personally if she has any more problems.  Said she may even call to visit if she gets lonely!  [redacted]