Kansas City Star

I am rejecting this...

response because:
We have two major concerns with the Kansas City Star, neither one is less important than the other. We either get the paper really late, like anywhere from 11:00AM  to 1:00PM on average (we think this is what they refer to re delivery, which is a misnomer because there wasn't a delivery attempt in the first place.) the other problem is half the time we don't get the paper at all. The Star has now given the carrier ( we don't think we have a carrier, actually) until 6 AM on weekdays and 7:00 AM on weekends. So, the "carrier" is rewarded for late delivery by being given more time. But let me point out, we have not received a paper before 11:00 for at least four weeks, and missed it totally, even when promised a re delivery seven or eight times. By the way, I don't understand the Stars response. We are absolutely not happy customers. And I didn't tell anyone I would keep in touch with them. The Star's job is to make sure we are receiving our paper by 6AM on weekdays and 7 AM on weekends..everyday. And it is their job to make sure this is happening and their job to call US and actually practice some sort of customer service.
We pay our bill and we want the paper. Period!
Regards,
[redacted]

Mr. [redacted], I ask that you give us time to work this delivery issue out. We have notified the carrier that your account is active and I have requested that the distributor have the carrier verify delivery with the distributor each morning. I have requested that finance credit your account for 4 weeks. If at the end of the 4 weeks you feel that your delivery issue has not been resolved, you can cancel the subscription and get a full refund.

Dear Ms. [redacted]Sorry for the delay in response. I adjusted your account on August 5th to be paid through your original expiration date. Unfortunately at this time, we are unable to to put a stop on your account a year in advance. I recommend calling the customer service department a month or two...

in advance and asking them to put a stop on your expiration. As for our premium papers, we are currently working on a pay scale that includes premium papers in the subscription price. This means that most people have already been phased out of premium paper charges. You can also ask the customer service department to opt you out of them upon subscribing to the newspaper. I did not place an expiration stop on your account. If you would like to cancel, please call the customer service department at ###-###-####. [redacted]Audience Consumer Advocate[redacted]1729 Grand Blvd, Kansas City, MO 64108[redacted]/###-###-####

Dear Revdex.com,  Account #[redacted] W [redacted]Liberty MO  64068-3246Thank you for bringing this issue to our attention. We have received your complaint on 8/3/2017.According to our records, this was completed with a phone call from the customer on 8/2/17. The amount due was...

written off and account has beenclosed.  VIP Agent###-###-####[redacted]       [redacted] S [redacted]VIP Agent###-###-####[redacted]

[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]This is satisfactory to me provided  my paper is delivered as promised. I am tired of missed papers and having to call the Philippines . Is the KC Starso financially challenged that we have to call a country thousands of miles away so they can provide cheap labor with people that speak poor englishand tell me my paper will be delivered shortly only to receive it the next day. I always enjoy reading  3 day old news events particularly when it's Sundaysads delivered on Tuesday. [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: I have always received an annual bill- always- the lady on the phone indicated the star changed some of their billing practices and I asked was anybody notified she did not answer. I did not receive an annual bill, which would have prompted me to cancel this paper. Why did I not receive an annual bill as this was always my method of payment. I talked with another service rep at the Star today as I called last week and she stated someone would call me within 24-48 hours- she kept telling me another department, but would not give me the name or department number. 5 days later and no call I decided to call back. The man today told the person was in his department, and basically she was dishonest as there was nobody to call me back. As far as some service agreement, how is that published on an annual basis? Does the Star expect me to remember events for 2006?  If they published it on there annual billing, I did not receive it. Also, very disgusted with the fact this went to a collection agency with no attempt to contact me. if this is the Star ongoing business practices, then they will continue to lose subscribers. The man told me today, [redacted], my account has been zeroed and there will be no impact to any credit rating. I need to confirm this information.  Thank you Regards,
[redacted]

I talked with this very nice subscriber.  Seems he misses his paper about once every couple weeks.  I sent an email to the carrier to be sure and throw every day.  The subscriber will keep in touch with me if he has any other problems.

Dear Ms. [redacted],This is the delivery area that we took over two weeks ago. We finally contracted a carrier, and delivery should over all be higher quality and more reliable. For now, I will have a verification carrier checking to make sure this residence gets a paper daily. This often results in...

two papers once the carrier realizes their error and starts throwing regularly. Once this is the case, I ask the customer to contact me directly. I will dismiss the verification carrier once he starts getting his paper. I have credited the customers account for 4 weeks of papers because of the inconvenience. If he does not want to call the Customer Service Department, he can contact the Audience Department locally at ###-###-####. There is a team of 6 people Monday through Friday available to help customers with delivery issues and at least one person here each weekend day and holiday. The customer can also always contact me directly. My contact information is below.Thank you,[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108[redacted]http://kansascity.com/###-###-####

And yet another pleasant person.  has been receiving the paper just fine.Again, she has both my number and customer service.

[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: 11244774
I am rejecting this response because:The business has not addressed the whole complaint as to why a 26 week subscription purchased on 10/14/2015 would end on 03/25/2016 or after only 23 weeks when it was paid for 26 weeks. Also the business didn't address the issue with regards to why credits for missed deliveries of the product were not applied to my customer account. Looking at the business response it is apparent to me that the employees at the Kansas City Star have no clue in regards to their own billing system and customer accounts.
Regards,
[redacted]

[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 12279815, and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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]

[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 to be the only thing the Star will do; they will not do what is right and honor the remaining 5 months of my subscription.Since I paid for another 5 months of delivery, the Star should have volunteered to mail the paper to me for that remaining subscription period. Only when I brought this to the attention of the Revdex.com were they willing to do anything (refund my money). The Star would have knowingly and willingly kept all my money had I not reported it to the Revdex.com. I have taken HOURS out of my time to resolve this issue, and the Star fails to address or correct their service and to do the right thing of honoring my original subscription period.
The Star, though, fails to address a huge problem they have. Why should it take me 7 months to resolve this issue, be treated in an unprofessional manner, and have to resort to the Revdex.com to have it resolved? Is this the way they treat all customers? I'm sure it is because they used to have at least 10 subscribers near me that all dropped the paper when the Star couldn't get reliable delivery 7 days a week, and we all routinely received 5-6 papers per week.
Regards,
[redacted]

Talked with very nice subscriber.  Still experiencing some difficulties.  I've sent an email to the carrier with specifics!!  And gave subscriber local number here to call if any more problems!Thank you,Jeanie

[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. Yes, [redacted] provided a refund but the KC start never provided written confirmation that my subscription was permanently cancelled and my info removed from their systems. 
Regards,
[redacted]

We called last week and spoke to the subscriber.  The subscriber agreed to pay and did pay for the month she received the subscription.  We asked our outside collection group to close the account.  We do not impair personal credit when the collection group has been assigned to an...

account.  We also contacted our internal marketing group and asked that the account be removed from mail lists.  The subscriber seemed satified with this information when we spoke to her.We are terribly sorry for the collection processing and the marketing pieces mailed.  Our Finance Customer Service Representative can be reached at ###-###-####. or [redacted], for any further concerns.Thank you,The Kansas City Star Finance Customer Service Dept.

We have worked very closely with subscriber and checked back with them many times. They are receiving the paper now and have our contact information if they need any help in the future.

Our Delivery Services Manager, Ron D[redacted], spoke with the subscriber on September 9th, 2015, and was told the delivery was being made at that time.  Should the subscriber have further delivery issues, Ron D[redacted] can be reached at rd[redacted]@kcstar.com.  Our sincere apologies for the missed...

deliveries the subscriber has experienced.Thank you,Kansas City Star Customer Service Department

Thank you for your notice regarding concerns of [redacted].   I have looked at her account.   Her last payment on 10/8 paid her account through 11/11, this month there have been 18 missed paper credits given basedon missed paper calls., so her current expire date is 11/19/15.  ...

Credits extend a subscribers expire forward,  they don't show up as credits to the invoice.   She states that she has only received four papers this month, so I am adding an additional 2 weeks credit and forwarding her Delivery complaint to Ron [redacted], the Circulation Delivery Manager.  If we can of further service please dont hesitiate to contact us.   Thank you,   The Kansas City Star