Kansas City Star

Dear Revdex.com, Account # [redacted] Thank you for bringing this issue to our attentionWe have received the complaint on 10/1/According to our records the customer paid for a subscription on 8/14/in amount of Customer called in and stopped the paper on 8/25/for poor service She received a refund on 8/30/in the amount $due to non-delivery serviceThis area is not an undeliverable areaDue to the fact she cancelled and did not receive her paper, she will receive her balance due of $ Sincerely,Tina * D***VIP Agent###-###-#### [redacted]

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***@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]

[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 [redacted]

Dear Ms [redacted] ,I followed up with the customer today, May 4, to find that Chris B***, our new Senior Home Delivery Manager, had already resolved the problemI made sure to contact the customer and provide my information if any issues reoccur but he sounded satisfied with his serviceTo restore his faith in us, I provided weeks of delivery service on me and reduced his rateI am sorry that this delivery issue had gotten so far out of handThank you,Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Checked back with our subscriber today She reports receiving the paper every day.Very satisfied with the service.I left my name and number should she have any questions in the future!

We are terribly sorry for the delivery service the subscriber has experienced Our delivery team is working to resolve the delivery issues We reached out to the subscriber on November 13th, and let her know we credited her account for weeks of service for the delivery issues.Should the subscriber wish to contact us further, our Delivery Services Manager, can be reached at [redacted] kcstar.com, or our Finance Customer Service Representative can be reached at [redacted] @kcstar.com.Again our sincere apologies.Thank you,The Kansas City Star Customer Service Department

Subscriber reports they are receiving the paper consistently and earlier which was their chief complaint.I made sure they had my name and phone number if we can be of any help in the future

I am rejecting this response because: We shut down our account because they would never deliver the paper and requested a refund of the money paid in advanceWe have not received that refund Regards, [redacted]

Ms [redacted] ,This matter has been resolved without my aidAfter I called the customer, he explained that he managed to get in touch with the carrierSince they talked on May 6, he has not missed a single paperI have requested that finance add papers to his subscription for his inconvenience and I have provided my contact information if any issues in the futureI also contacted the distribution center and requested that they make sure the carrier has everything they need to though their routes correctlyThank you, [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO

I am rejecting this response because: While we dislike receiving an incomplete paper or no paper at all, we are not surprised when that happens--disappointing but we are realistic.The last problem was caused when the automated response said a Sunday paper would be delivered as soon as possible and it never showed up, not the next day or the next week.Further, there seems to be no way to get credit for any missing or incomplete paper Regards, [redacted]

Mr [redacted] ,I am sorry to hear about your delivery issuesOur expectation is to have the carriers deliver the paper by 6AM on weekdays and on weekendsThe complaints you filed through the automated phone line requested redelivery and not creditIn order to receive credit for papers that were not redelivered, you must notify usI have requested that finance credit your account for weeksI have also notified the distributor in charge of your delivery that the carrier on your route is not meeting our expectationsI encourage you to contact me directly if you have any further questions or concerns [redacted] Audience Consumer Advocate [redacted] Grand Blvd, Kansas City, MO [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

According to our records, this account has been permanently stopped since 3/17/A balance of $was written off by the Star on that dateThere have been no charges to the customer's credit card since 12/1/There is currently a $balance on the account, and the customer will no longer receive letters or phone calls attempting to collect fundsThe Kansas City Star does not report any customer's information to the credit bureau, so their standing will not be affected in any way by previous collection noticesWe have also removed the phone number from the call list to prevent further solicitation

We have kept in close contact with subscriber's daughter We have now changed the delivery to the nurse's station and she will had deliver to subscriber.Daughter has my name and number if she needs help in the future

Dear Revdex.com, Account #Ms [redacted] Thank you for bringing this issue to our attentionWe have received the complaint ID on 4/16/ We have informed the carrier's supervisor and the distribution supervisor about you not receiving your paper days a weekThis should be corrected by your next deliveryYour account has been credited for the missed papers Sincerely, Tina S [redacted] VIP Agent [redacted]

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

Revdex.comWe have contacted the carrier's supervisor and the distribution supervisor on this issueAccording to our records, the account has been credited each time they did not receive their paperAs of now the customer has days of credit on their accountSince the new system the credits do not show up on the billing statementThe customer can go online to see the credits by logging into their accountI given the supervisor their phone number as well

Mr [redacted] ,It is disappointing to hear you continued to have delivery issues I apologize for the inconvenience this has caused The carrier for this area is currently under contract so I do not understand why you were informed otherwise Your address is new and was not in our data system This caused it not to sequence correctly in the carrier's electronic delivery book This has been corrected so there should be no further delivery issues.Sincerely, [redacted] Audience Distribution and Delivery Director

MrDado, The Star's Delivery Director spoke with the distributor that delivers Mr [redacted] 's paperThe distributor understands the importance of each our subscribersMrDado also spoke with Mr [redacted] in regards to his service issuesMr [redacted] confirmed that he has been receiving his newspaper the last several days The Star will continue to confirm that Mr [redacted] is satisfied with his delivery and will communicate directly with our distributor to confirm that they deliver to each of our Star subscribers to the customers satisfaction.We will continue to monitor this addressThank you.Kathy ButtsAudience Development Coordinator