Kansas City Star

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]

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.

Dear Ms. [redacted],After making my initial phone call to Mr. [redacted], I contacted the Lead District Manager and distribution center. I followed up on him on March 1, and March 3 to hear that his delivery has dramatically improved. I am happy to report that the customer has not missed a paper since 2/24...

and has been happy with the delivery service. He still feels like it is too soon to officially close the complaint so I promised to call him Thursday, March 10 to verify that his delivery has continued to be exceptional. Thank you,Dakota C[redacted]Audience Consumer Advocate###-###-####

Our Finance Department has contacted this subscriber.  The subscriber will contact [redacted] for her refund of the purchase price of the subscription.  Our apologies for any confusion regarding the [redacted] subscription.  Should the subscriber have further issues, or concerns, we can be...

reached at 816.234.4608.Thank you,The Kansas City Star Customer Service Department

Dear Ms. [redacted],I have reached out to the Distribution Center, the [redacted] Manager and the [redacted] District Manager to ensure that this neighborhoods [redacted] issues have been resolved. The customers should have seen a dramatic improvement since the end of May. Mr. and Mrs. [redacted] tend...

to have the most issues on Sunday's so I have provided my contact information and assured them that they can contact me if their issues reoccur in the future. I intend to follow up with them on Monday, June 13. I have added two weeks to their subscription for their inconvenience. Thank you for bringing this matter to my attention.[redacted]Audience Consumer Advocate[redacted]###-###-####

Thank you for your notice regarding a refund for [redacted].    Our records show that on 7/14/15 a refund was issued back to their Visa Card ending in 0476 in the amount of $27.56        If we can be of further service, please do not hesitate to contact us....

   Thank you.

Mr. [redacted],I apologize for the missed paper you experienced this morning.  The carrier that delivers this area is a very good carrier so it is disappointing to hear she did not get a paper to you this morning.  There is no history of service issues on your account, so hopefully this was a...

random miss that will not be a repeat.  We will make sure the carrier is aware of the error this morning.  We certainly want our subscribers to receive The Star as early as possible and have goal completion times, however we cannot guarantee a paper by a certain time everyday.  Balancing complete coverage of news events and timely delivery is often a challenge, especially when the Royals were in the World Series or after college football and basketball games with strong local appeal.  We will continue to evaluate these situations and work to improve.    We will also investigate why your paper was not delivered this morning once you informed us.  I've credited your account for the miss.Please let me know if you have any further delivery concerns.Sincerely,[redacted]Audience Distribution and Delivery Director

Mr. [redacted] stated his delivery service has improved and papers are being thrown by each door.  I left my name and number for him to call should he have any more problems!

[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.I will continue to monitor the service and attempt to work out any future problems through the contact that was provided.
Regards,
[redacted]

Dear Ms. [redacted],After receiving this complaint, I followed up with the distribution company that took over at the end of May, on June 21. The customer has not missed a paper since. I have credited his account for 4 weeks of papers for his inconvenience and hope that he contacts me directly with any...

further issues.Thank you for bringing this matter to my attention,[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108[redacted]@kcstar.comhttp://kansascity.com/816-234-4152

[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: delivery problems continue. Received newspapers for awhile after initial complaint. But no paper was delivered at all Sat/July 4. Received Saturday's paper on Monday/6th. 
Regards,
[redacted]

Dear [redacted], We sincerely apologize for this issue that affects your personal finances. You deserve to receive what you pay for, and we are very sorry for all of the inconvenience this situation has caused you. I 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.

this  KC Star attachment,sent to the Revdex.com,that showed they had sent me this email, was NEVER actually sent to me by the KC Star!!!!!!  [redacted] 2:20 PM (16 hours ago)to Better

[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]

Dear Revdex.com, Account #[redacted] Thank you for bringing this issue to our attention. We have received the complaint on 10/1/17 According to our records the customer paid for a subscription on 8/14/17 in amount of 31.44. Customer called in and stopped the paper on 8/25/17 for poor service....

She received a refund on 8/30/17 in the amount $20.65 due to non-delivery service. This area is not an undeliverable area. Due to the fact she cancelled and did not receive her paper, she will receive her balance due of $10.79.  Sincerely,Tina * D[redacted]VIP Agent###-###-####[redacted]

We apologize for the issue. We have no record of a $20 basic rate. Rates are based on an algorithm and are different for each subscriber, and are also subject to increase at the end of a term. If the customer is on auto-pay, as Ms. [redacted] is, the rate is subject to increase more frequently as each...

term is only 4 weeks. As another example, if a customer pays for 26 weeks, the rate they are paying will be good at least until the end of the 26 weeks. Ms. [redacted] has the option to remove her card from auto-pay and choose to make longer term payments if she so desires. It is also the customer's responsibility to check their bank and credit card statements. According to our records, Ms. [redacted] was charged the $56.12 rate for February and March. Before that, she was paying $36.10. Customers always have the option of contacting the Star to negotiate rates if they find them unaffordable, and the customer service team will always be glad to accommodate. I have filed a refund request for processing of the difference of the last 2 charges.

Subscriber states she is receiving the paper every day!

Our Delivery Services Manager has spoken with this subscriber and confirmed is now receiving his newspaper.  Our apologies for the miss-deliveries the subscriber has experienced.  Should the subscriber need to contact us in the future our delivery customer service line is ###-###-####....

 For billing concerns we can be reached at ###-###-####.Thank you,The Kansas City Star Customer Service Department

Ms. [redacted],According to my records you requested that your paper be cancelled on November 28th. I also ensured that you get the full $39.00 refunded on the same day. Finance returned the $39.00 to the visa we have on file. as of 11/29. We typically request that you wait 5-7 business days to for the...

refund to give the bank time to process the request.

Dear Ms. [redacted],After receiving Ms. [redacted]s complaint, I contacted the distribution company on Monday, March 21. After following up with Ms. [redacted] I learned that they never redelivered her Sunday paper but they did deliver Sunday March 27ths paper on time. I will be following up with [redacted] on...

Monday to ensure that this issue has been completely resolved.Thank you,Dakota C[redacted]Audience Consumer Advocate###-###-####