Kansas City Star

A refund for $101.50 was credited to the subscriber's credit card on 1/27/16.  We are terribly sorry for the service issues the subscriber has experienced and are working to correct them.The Kansas City Star Customer Service Dept.

Mr. [redacted],I again apologize for the delivery issues you recently had.  Hopefully you have seen improvement since the last correspondence.Customers may choose to have credit applied to their account when they report a service issue.  When an account is credited, it moves the account pay through date forward, thus delaying the next payment.  Sincerely,[redacted]

Hello - this in not exactly a complaint...not sure how to update you about a previous complaint because that issues is closed; here is the file number: [redacted]. Anyway, wanted you to know that "thanks" to your involvement and help my issues has been resolved...at least for the past two days, and for the most part, since your involvement, the follow up effort and communication has been much improved at The Star. Thanks again for your help and providing this avenue to have a voice when needed!

[redacted]<[redacted]>2:43 PM (7 minutes ago)toinfoOn June 10 I filed a complaint regarding problems with delivery of the Kansas City Star (complaint #[redacted]).  A Kansas City Star representative contacted me promptly and said she would act on it; she said we would also...

receive a credit for the papers that were not delivered.  The paper has been delivered to our house every day since the KC Star representative called, so I consider the problem resolved.  Thank you for your assistance.

Mr. [redacted],We have contacted your carrier and the Senior Home Delivery Manager about your late deliveries on Sundays. Satisfactory service is a high priority and we will work to improve our delivery everyday. However, due to extenuating circumstances, we have no solutions to get the Sunday paper to...

you any earlier at this time. We appreciate your readership.[redacted] - VIP SpecialistThe Kansas City StarCustomer Service   ###-###-####

Our finance customer service representative spoke to the customer on December 17th, as well as, wrote off all charges on the account.  The phone number was placed on the Do Not Call List by subscriber request.  We sincerely apologize for phone calls made to the subscriber about their...

account, and delivery problems they may have experienced.Thank you,Finance Customer Service DepartmentThe Kansas City Star

Dear Ms. [redacted],After contacting the customer I learned that she had been getting missed on delivery since April. I refunded her last payment and had Finance extend her subscription to 7/21. I contacted the distributor and put her on a verification list to ensure that she started getting her papers...

immediately. After following up with the customer she did get her paper on June 29th but was missed on July 1st. We did have some issues overall with her delivery area over the holiday weekend but her delivery has returned to close to normal. The customer has my contact information and I have encouraged her to let me know if she has any further issues.Thank you,[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108[redacted]http://kansascity.com/###-###-####

Ms. [redacted],This customers refund has been processed on our side as of June 13, 2016. Because they mailed their payments in, all check refunds come from Corporate McClatchy. This matter was settled without my help and I have given the customer ample opportunity to contact me directly with any issues. I have had finance make sure the refund is correct and processed. This will be my last response to this complaint.Thank you,Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Mr. [redacted],It is very frustrating when we cannot quickly resolve a delivery issue and I am so sorry you experienced this inconvenience.  I spoke with your wife this morning and she informed me the carrier delivered a paper this morning and contacted you directly.  I am very hopeful this matter has finally been permanently resolved.  Please let me know if you have any further delivery concerns.Sincerely,[redacted]Audience Distribution and Delivery Director

Dear Ms. [redacted],I am happy to report that after my Initial phone call with [redacted] on 2/26 her delivery has been excellent. I contacted the Senior District Manager and distribution company to see if we could work out a deal to get her paper delivered to the door, on time and consistently....

[redacted] says her mother is "just tickled" at how great the service of her paper is now. Ms. [redacted] promised to keep me updated on her delivery and I have planned to follow up with her on Friday, March 25. Thank you for aiding us in bringing this matter to a close.Dakota C[redacted]Audience Consumer Advocate###-###-####

To: Revdex.com of Greater...

KCI accept the fact the KC Star indicates they will refund my money. In the amount of $26.95. However, as I indicated in my complaint to the Revdex.com, I feel I did everything I could to either get their newspaper started at my residence or get a refund. Every time I called the KC Star, I was told the problem would be resolved but it never was. I believe the truth is they don't deliver their newspaper to Auburn, KS & planned on keeping my money. I paid the KC Star $26.95 on 10-1-16, today it is 12-29-16. That is how long this issue has been going on with them. So, please do not close my case until I actually have the $26.95 they owe me in my bank account. The KC Star has continually told me they would solve this problem and never did. So, I don't trust what they are saying now. In addition, I do not want the KC Star calling me about getting a subscription to their newspaper again, EVER. Before I did finally subscribe & pay on 10-1-16, they were calling me once or twice a month to get me to subscribe. I consider that harassment as I told them to quit calling me.
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. Please do not close my case until I actually have the money they owe me, $26.95 in my bank account. They have continually lied to me. I have been trying to resolve this issue with them since late October 2016. Thank you.
Regards,
[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Our account subscription date has still not been changed in the online computer system. When I make a payment the payment will therefore be submitted on the system under the incorrect subscription date and we will still have a problem. The department with the authority to change the subscription date prior to any payment activity has not doe so. They must correct the problem before any future payment is made. It appears that the customer service department in the Philippines is still trying to resolve this issue, because of the way the English is written> the finance department is the only department that has the authority to permanently change account subscription date> as soon as the subscription date is changed in the system to the correct date< the problem will be resolved< but only at that point will this issue be made right> I AM STILL RECEIVING CALLS FROM THE DEPARTMENT THAT MAKES CALLS TO CUSTOMERS TO TELL THEM THEY STILL OWE ON THEIR OLD SUBSCRIPTION BALANCE, BUT THESE PEOPLE CANNOT CHANGE THE INCORRECT SUBSCRIPTION EITHER.  Below is a copy of our account as is currently listed on the site:Account HomeSubscriber Information[redacted] I [redacted]Leawood KS 66211-2225###-###-####[redacted]SubscriptionsKCS HD 7Day + OnlineDelivery Method:Varies By PublicationDelivery Frequency:7 Day Delivery BundledEdition:Varies By PublicationCopies:1 copyRenewal Date:04/30/2017Past Due Balance:$37.62Your account is overdue.Make a Payment.This is still incorrect and does not agree with the answer the Revdex.com received from the KC Star.
Regards,
[redacted] & [redacted]

Our Finance Customer Service Representative, Tina [redacted], spoke to the subscriber on 12/31/15 and sent her a new bill.   The subscriber seemed please with this.Thank you,The Kansas City Star Customer Service Department

Good morning. Complaint no. [redacted] has been resolved. Thank you.

Dear Ms. [redacted]I apologize for the tardy response. My boss, the Manager of Customer Service and Retention, had been working with the [redacted] residence prior to this Revdex.com complaint. He had adjusted the account for 4 weeks and reached out to the distribution company. I followed up...

with them shortly thereafter because I noticed they were still missing papers. I added them to our Critical Watch List and contacted the distribution company again. They have not missed a paper since. They were getting their papers regularly but often late. For the past 3 days their papers were delivered and arrived early. I promised I would follow up with them today, and then I would respond to the Revdex.com complaint. I will continue to monitor their delivery and they have my contact information if they have any further questions or concerns.Thank you,Dakota C[redacted]Audience Consumer Advocate###-###-####

[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]

I spoke with [redacted] on 11/9.  He is getting The Star ok, now.

Dear Ms. [redacted],Thank you for bringing this matter to my attention. After following up with this customer, I learned that another person on my team has been assisting her. Since she has intervened her delivery has been better. I did inform her that we are in a transitional period with this...

distribution company and this more than likely will not be a quick fix but I will be available to assist her and so will my other team members. She has promised to keep me updated and I will be following up with the customer and my team mates about once a week until I feel that this issue has been resolved. Any time I hear of an issue I will continue to reach out to the distributor. Thank you for your patience.Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms. [redacted],Thank you for bringing this issue to my attention. I have notified the Senior Home Delivery Manager of your tardy/absent paper delivery. He has contacted the distributor in charge of your delivery to let them know the carrier that throws your paper is not providing you satisfactory...

service. We appreciate your readership and hope to have this issue resolved ASAP. If you have any further issues please contact our Customer Service Department. [redacted] - VIP SpecialistThe Kansas City StarCustomer Service   ###-###-####

Our Delivery Services Manager, Ron D[redacted], spoke to this subscriber on September 21st, 2015, the subscriber was receiving the paper at that time.  Our sincere apologies for the missed deliveries the subscriber has experienced.  For further concerns, or delivery issues, Mr. D[redacted] can be...

reached at rd[redacted]@kcstar.com.Thank you,The Kansas City Star Customer Service Department