Kansas City Star

[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]

We've filed our first complaint with the Revdex.com last week and The Star contacted us within hours. After speaking with [redacted] in finance on Friday, the 24th of April, she guaranteed me we'd have our paper starting on Sunday. It is Wednesday and we still HAVE NOT received a paper. A paper that we have paid for! I've contacted [redacted] at her direct line she gave me twice and have not heard back yet. I did receive a call from a gentleman yesterday, the 28th. He left me the cell phone number of the carrier. I think it is totally unbelievable that he'd give out this number, but I'm even more disgusted with the fact that he thinks it's my responsibly to contact their carrier. Please help me to understand what the problem is!!!

[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: The correct expiration of my bundled subscription was supposed to be 5/27/16. The Star's records continue to show 1/29/16 as the expiration date. Because there had been no results from my numerous requests to correct the expiration date, I called Customer Service on that date and requested cancellation so as to not accrue any further charges as had happened previously. I would like them to correct the expiration date (which would now be extended past the original 5/27 date because I have not been getting delivery since 1/29, and resume delivery of the paper.
Regards,
[redacted]

I called customer today to let her know that $26.94 will be credited back to her credit card.  She was satisfied with that.Thank-you,PhyllisFinance Dept

We have kept in close contact with subscriber's daughter.  We have now changed the delivery to the nurse's station and she will had deliver to subscriber.Daughter has my name and number if she needs help in the future.

Mr. [redacted],I have notified the Customer Service Department of your poor service and requested they stop your account. I have notified finance that you have requested a full refund. If you have any further questions, please contact the Customer Service Department. [redacted] - VIP...

SpecialistThe Kansas City StarCustomer Service   ###-###-####

Hello,Thank you for contacting us. We sincerely apologize for the difficulties you have experienced with your subscription. Your account has been credited for the missed papers as requested.We are also contacting the distribution manager to correct the non-delivery problem with your...

carrier.Thank you,

I am not able to process a refund back to his credit card,  because the payment was made over 120 days ago.I will have to request a refund check from our Corporate Office.   It could take up to  5-7 business days for it to get to our customer.  I am very sorry.

We apologize for the confusion about your extended subscription. You will receive 4 weeks as promised. Thank you,

Ms. [redacted],Thank you for reaching out to us  regarding your recent delivery service concerns.  There has not been a change in the carrier delivering this area, so we will investigate and work to quickly correct your service.  I have credited your account an additional five days....

 Please do not hesitate to let us know if you have any further delivery issues.Sincerely,Connie C[redacted]Audience Administration and Operations Support Manager - Midwest Region

Dear Ms. [redacted],After further investigation into this matter I found that the customers payment was improperly entered into our system. Because the customer paid for 26 weeks of service and stopped the paper after 13 weeks of service, I have requested that [redacted], in the Finance Department,...

refund the customer the remaining amount of money to the card on file. The customer should receive the money in 5-7 business days. I would also like to take this opportunity to clarify a misconception about our premium papers in this complaint. Premium papers charges are automatically applied to everyone's accounts when they are published. This is not something you request to be a part of but you are able to opt out of. We provide a list of scheduled premium papers in every news paper on page 2 in the publishers notes and on every bill and marketing device sent out to the customers. However, I would like to mention that we are currently working through a price model that doesn't include premium paper charges separately but is included in the overall price. Thank you,[redacted]Audience Consumer Advocate[redacted], Kansas City, MO 64108[redacted]###-###-####

Our Customer Service Representative, [redacted], spoke with the subscriber on April 24th, 2015.  [redacted] also sent 2 messages to the carrier regarding the missed deliveries, and she credited the subscriber for missed deliveries.  The subscriber was asked to call [redacted] at...

###-###-#### should she have further issues with delivery.Thank you,The Kansas City Star Customer Service Department

We have adjusted Ms. [redacted]'s subscription account in full, and we are very sorry for the miss-information relayed to her.  We stop subscriptions when notified, and do not require written notification, as we only need notification to our customer service department.   [redacted] has been...

contacted to close the account.   We do not impair personal credit.Our customer service representative also emailed Ms [redacted] today, regarding the adjustment to the subscription account.Thank you,The Kansas City Star Customer Service Department

I am rejecting this response because:  Yesterday afternoon, April 20, was the first time I spoke directly with Dakota from the KC Star. Previously she left me a voicemail stating she was working on the problem. Since her first effort to contact me last Friday, April 15, I had 2 or 3 papers delivered during a hold period for being out of town and have had 1 of 2 papers delivered since being back in town. Dakota was extremely helpful when speaking with her yesterday and I do believe she is working to resolve this issue but it is yet to be resolved. When my paper is back to normal delivery for a minimum of 2 weeks I will consider this complaint resolved. The current rate of 50% still leaves much room for improvement and indicates there are still serious issues with the distribution group the KC Star is using for delivery in my area.
Regards,
[redacted]

Dear Ms. [redacted]Thank you for bringing this matter to my attention. I alerted the District Manager in charge of delivery of this area about what was happening. He checked in with the carrier, they didn't get notified via bundle tops that this customers paper had been restarted. We adjusted her draw...

and notified her to start delivery immediately. The customer hasn't missed a paper since May 2, she was supposed to start her subscription on April 27. I have credited her account for 20 days and provided my contact information for any further issues. I encourage the customer to wait and make sure her delivery issues have been resolved before accepting or rejecting the complaint Thank you,Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

On August 26th, 2015, our Delivery Services Manager, Ron D[redacted], contacted the subscriber and was told the newspaper was being received.  Should the subscriber wish to contact Mr. D[redacted] further regarding delivery issues, he can be reached at [redacted].Our sincere apologies for the delivery...

issues the subscriber experienced.Thank you,The Kansas City Star Customer Service Department

I am rejecting this response because:
I only received the paper for 4 days straight and, today, Sunday, I have not received my paper. Apparently, they haven't fixed the problem.
Regards,
[redacted]

Ms. [redacted],According to my records $181.56 was refunded to the checking account on file on 11/25 at the request of the Customer Service Department. This is the 26 week payment made on 9/2 minus the month of service in September since you requested to cancel your account on 10/11. Bank Draft and...

Credit Card payments typically take 3-5 business days to process and there may be slight delay because of the holiday weekend but I assure you, the money is on its way.

In response to your letter dated 7/22/15, the issue of sporadic home delivery of the Kansas City Star has not been resolved. As of today, Sunday, 7/26, we have not received 8 papers since July 11 which included 3 Sunday editions in a row (July 12, 19, 26). The July 19 edition was also considered a “Premium Edition” which is priced higher. I have called the number for the Star to report delivery problems. The agent that I can speak with is located “offshore.” I have also sent numerous e-mails to the Kansas City Star subscription department. I don’t receive any timely responses except the automated ones that assure me they will look into the problem. I have also received “credits” to my account for the missing papers but since I have paid for the full year (through June 2016), I don’t know how that works. If the credit means extending my subscription, I am only getting bad service for a longer period of time. I have requested a personal phone call from anyone in the office providing both my home & cell phone numbers. I have not had any reply to that request. To help resolve this issue, I would like a personal phone call or appointment with someone in the local office. Ultimately, I would like to receive my newspaper on a regular basis. The issue is not resolved.

UpdateThis week received the paper only 50% of the time of the scheduled delivery.  I call each time to multiply KC Star individuals and have never received a response.The customer service automated service was not functional Sunday Morning it kept disconnecting me, finally late afternoon was able to report for credit.[redacted]