Kansas City Star

Thank you for your recent letter.  After doing some research, here is what I found.  Both accounts were set up in Ms [redacted]'s name, so no one else got the benefit of the duplicate payment, nor was her information shared with any other customer.  Once Credit card or Bank Draft...

information is entered on and accountit is truncated so that no one else can see the credit card information, outside of the last 4 digits of the number.      Once an order is written, there are two carbon copies of the order that are sent to the KC Star to be entered.  It appears those two copies instead of staying together, were separated and two different reps got a copy.    So I believe one of the reps got a copy of the order that was not clear, hence two accounts were created for Ms. [redacted] at two different addresses.  Both accounts have been stopped and I refunded both paymentsback to the credit card used today.   We cetainly apologize for this mistake on our part.   If we can be of further service, please do not hesitate to contact us.   Thank you,  Rai H[redacted],  Finance department

Ms. [redacted],This matter has been resolved without my aid. After I called the customer, he explained that he managed to get in touch with the carrier. Since they talked on May 6, he has not missed a single paper. I have requested that finance add 20 papers to his subscription for his inconvenience...

and I have provided my contact information if any issues in the future. I also contacted the distribution center and requested that they make sure the carrier has everything they need to though their routes correctly. Thank you,[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108

We received the paper every day, and fairly early for a few days after I had contact with a person from the...

Star. After that few days, the delivery times have again become inconsistent, and today I didn't receive a paper at all. I have had to call in numerous times to ask for a redelivery when the paper wasn't here by 7:30. Last week I called and left a message with Jeanie S[redacted] from the Star, letting her know the paper was not being delivered until late into the morning. Today, we had to leave the house early so I was not aware of not getting the paper until 11:00. By then it was to late to get a redelivery for today. The Star has not fixed the delivery problem, and appears to not care about their customers.

[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]

Ms. [redacted]After contacting Mr. [redacted], he was mostly frustrated because he felt like he couldn't count on his carrier to deliver a paper through thick and thin. His request was simple, provide the service he was paying for and I am happy to report that thus far his service has improved. He has not...

missed a single paper since 2/21. I have given him my contact information and will continue to monitor is delivery. I have already contacted his distributor to ensure that he receives his paper. I am calling to follow up with his delivery on Thursday, March 10. Thank you for bringing this issue to our attention.Dakota C[redacted]Audience Consumer Advocate###-###-####

Please re-open our complaint.  My computer froze up last night before I could post my comment.  Kindly note there has been no resolve as we did not receive a paper yesterday or today.  I emailed gd[redacted]@kcstar.com regarding this issue.  So far I have not heard back.  [redacted]

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.
We received the refund check in the mail.
Regards,
[redacted]

Subscriber has been receiving regular service.  Very happy about that.  She has local number if she needs help in the future!

We have been trying to reach subscriber off and on all week.  We made contact this afternoon on February 4th!They report great service.I made sure they have all our contact information and to let us know if we can help in the future.

[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]   What about A.R.M. Solutions, the collection agency in California?  Have they been notified?  Will I get confirmation from them that the account is closed , or will they continue collection efforts?

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 sincerely apologize for the delivery issues the subscriber has experienced.  Our Delivery Services Manager, Ron D[redacted], has left a message for the subscriber to call him. Ron D[redacted] can be reached at ###-###-#### or rd[redacted]@kcstar.com.Thank you,The Kansas City Star Customer Service Department...

Thank you for this letter.   We recently upgraded to a new Circulation System.  With all things new, we have encountered some bumps along the way.  One of those bumps is getting information from Customer Serviceto the Finance team.   This was an issue that we frankly did not know...

was happening until a few weeks ago.    Finance and Audience are working closely to get this fixed immeditately, since it it critical that the two departmentsare able to pass customer information to the appropriate place.   We believe we have a good plan in place as of now.   My sincere apologies, this is not the way we expect our readers to be treated, at all.    This issue should have been fixed long ago, we just simply were not aware information was not getting whereit needed to be.          If we can be of further service,  please do not hesitate to contact us.    Sincerely, Rai H[redacted], Finance Department,  The Kansas City Star

Mr. [redacted],After reaching out to you and receiving your Merchant Number and Groupon Number, I sent the information to Groupon. They informed me that your Groupon purchase was refunded on August 30, 2016 and that refunds can only be initiated by the customer. I also talked to the Sales Manager at...

the Star in charge of the Groupon Special and he says you are welcome to repurchase the Groupon. Because you have my team's contact information now, you can contact us to make sure the order gets processed before you request for it to be refunded. The offer expires on November 2, 2016.[redacted]Audience Consumer AdvocateVIP Specialist - ###-###-####

I am rejecting this response because: This is still not resolved.  A 'carrier' from Lees Summit contacted us on Thursday, 1/29/15 and told us our carrier would resume delivery of the paper on 2/3/15 - we still have no paper!!!!  We were told by the Kansas City Star on Tuesday, 2/3/15 that a representative would contact us - no contact.  Still no paper!

Revdex.com Thanking for bringing this matter to our attention. The downtown office is not open on weekends or some holidays.  The customer can call the customer service center at [redacted] for her missed paper. I have filed a complaint with the carrier's supervisor and the distribution...

supervisor. I have also credit the account for 2 missed papers.

Revdex.comWe have put in a stop on the address 300 W 104th Ter on 5/7/2017. I'll put in a stop to the distribution supervisor.

Our Finance Customer Service Representative spoke to this customer on a couple of occasions regarding her complaints, most recently on Thursday, Feb 19th, 2015.  The refund had been held up due to a techinal glitch, however, it was released by our corporate office on Feb 19th, 2015.  ...

 We were also unable to deliver to this address, as it is not within our delivery area.   Our sincere apologies for any confusion regarding delivery, and the lateness in processing the refund.The Kansas City Star Finance Department.

Spoke with Dr. [redacted] and he reports great service.  He had a question concerning his bill that I will check out and get back with him today.He has my name and number if he has any questions in the future.

I am rejecting this response because:Yes I may be angry, but not without repeated...

provocation.  As of today, November 10th, the paper for October 23rd still has not been delivered.  If the KC Star had done what it had been paid in advance to do....deliver the paper....this would not be an issue.  After contacting them repeatedly, I am absolutely appalled that the response is twisted to make me look like the bad person.....and they still have not delivered the missing paper.
Regards,
[redacted]