Kansas City Star

I have not been receiving my paper at all over the last 2 weeks so if you are dropping it...

you must have the wrong address.  It is [redacted]. I was getting it 1 day, then a few days missing, then I would get one, but I have not received any papers in the last 2 weeks.  It's nice to have a credit, but frankly should be more than that since this has been going on for over 2 months now.  Please, I just don't know what it takes to get my paper delivered daily as what my PAID plan is for.

Dear Ms. [redacted],Although I had been in contact with Ms. [redacted] before this complaint was filed, this matter was resolved outside of this complaint by another employee. Ms. [redacted] has my contact information if she has any further inquiries. [redacted]Audience Consumer...

Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

[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. All money finally returned. Thank you. 
Regards,
[redacted]

Subscriber states still receiving the paper a little late but has been receiving it every day.  Notified carrier of completion times and complaints on the late delivery.Gave subscriber local phone number to call if she has any more problems.

Ms. [redacted], In reference to complaint #[redacted]Ms. [redacted] Grain Valley, MOAfter contacting the customer and the distributor, to resolve their delivery issues, I am happy to report that Ms. [redacted] has been receiving regular paper delivery at their residence since the initial...

complaint was filed. I have promised to regularly fallow up with the customer and have provided my information if further contact is necessary.  Regards,Dakota C[redacted] Lead VIP Representative###-###-####

Dear Ms. [redacted],Finance was able to find the payment in our system and apply it to [redacted]'s account. I have restarted his subscription for Wednesday and Sunday delivery. His delivery is slated to start tomorrow. I will be following up with him tomorrow morning to ensure that delivery has started...

and will monitor his delivery from there. Thank you for aiding us in finding a resolution to this matter.Dakota C[redacted] Audience Consumer Advocate###-###-####

Dear Ms. [redacted] After talking to the customer I learned that they are supposed to be receiving 2 Wall Street Journals (two different accounts for the same address) five days a week, Monday through Friday. I contacted the Lead District Manager and Distribution company to figure out where the...

break down was. I followed up with the customer yesterday to learn that [redacted]'s company received 2 Wall Street Journals. I followed up with her today and I have not heard back from her. We are still working on this issue but I feel confident saying that this will be resolved soon.Thank you,Dakota C[redacted]Audience Consumer Advocate###-###-####

Since July 11, 2015, the KC Star has failed to deliver 19 (nineteen) newspapers to our house. We have been subscribers since 1999, have not moved, are paid up through July 2016, and cannot get this resolved. This is our second complaint with the Revdex.com (ID: #[redacted]). We have gotten 1 phone call from the Star on July 28 but the problem obviously has not been resolved.Translate    A DAILY newspaper delivered consistently to our driveway. We would also request our account be credited for missing newspapers. If this cannot be resolved by August 31, we want to discontinue our subscription with a full refund of what we paid for the year: $404.15.

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 4 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[redacted]@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

[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]doesnt the carrier work for the Kansas City star? Who is in charge?

Dear Ms. [redacted],After further investigation into [redacted] account, it had been stopped for lack of payment. Because of her prior delivery issues finance applied a payment to the account for 4 weeks. Once her account was restarted I contacted the distribution company and District Manager to ensure...

they knew to deliver to her residence and her delivery has been consistent since. She has my contact information if she has any further questions and concerns and I would continue to monitor her delivery however, I feel confident in saying that this issue has been resolved. Thank you for your help with this matter.Dakota C[redacted]Audience Consumer Advocate###-###-####

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 rejected. Below I have included the rejection from your web site. Beside 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 8:00 AM, after we called a paper came close to ten by our best estimate. Prior 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 worse. I actually let a voice mail for the CEO. The 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 20 minutes to receive the credit by finally get ahold of a live person. Feel free (please) to add the above to the complaint [redacted]

Dear Ms. [redacted],I followed up with the customer today, May 4, to find that Chris B[redacted], our new Senior Home Delivery Manager, had already resolved the problem. I made sure to contact the customer and provide my information if any issues reoccur but he sounded satisfied with his service. To restore...

his faith in us, I provided 4 weeks of delivery service on me and reduced his rate. I am sorry that this delivery issue had gotten so far out of hand. Thank you,Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

I am rejecting this response because:
My complaint had nothing to do with a request for "credits for missed papers." I requested a refund for an online subscription that I cancelled. When I spoke to Tina D[redacted] on October 14th, she said that they could not process a refund because their computer system had been updated and she did not know to process refunds. She then called me on October 16th to tell me that she would mail a refund check, but I have not received a check in the mail.
Regards,
[redacted]

Subscriber states improved service.  I will check back with her in 1 week.She has my name and number to call as well as email if she has any more problems.

Thank you for your letter.  I have spoken with Mr. [redacted] and I now understand the whole problem.    There were two refunds in question.  One was issued,  the other was not.    I am requesting a refund in the amount of $189.43, back to his credit card ending in...

[redacted].The credit should show on his card within the next couple of days.  Thank you,  Rai H[redacted], The Kansas City Star, Finance Department.

[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]

Our Distribution Services Manager spoke to this subscriber about delivery issues  on April 7th, 2015.  The subscriber was not having issues at that time receiving the paper, however, our manager did explain when there are poor road conditions, due to the weather, newspaper delivery could be delayed.Thank you,Finance Customer Service DepartmentThe Kansas City Star

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,
Terry [redacted]

We have applied 1 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!