Kansas City Star

Dear Ms [redacted] ,After talking to Ms [redacted] about her delivery issues I learned that she had purchased several papers at the store because they were not delivered to her houseI had weeks credit applied to her account to cover all of the papers she missed and or purchased this yearI contacted the distribution company in charge of her delivery on Wednesday, May 18, she missed delivery on Thursday but it was delivered with Friday's paperShe has received every paper sinceI feel comfortable saying her delivery issue has been resolved however, I recommended that she wait a week before responding to the complaintThis is something only time will be able to proveI have promised to continue to follow up with her and ensured that I would be around if she had any further questions or concernsDakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms [redacted] ,After inquiring further into this delivery issue I noticed that the complementary Sunday Star was still active in our systemI have stopped the account and contacted the carrierI will follow up with the customer Monday, May 9, to ensure that this was the only reason why Mr [redacted] does not receive another Sunday Star unless they want itThis just looks like a system error and not a carrier issue so I feel comfortable considering this matter closedI have provided the customer with my contact information in case any other issues ariseThank you, [redacted] Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO

[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.MSolutions, 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?

Our Distribution Services Manager spoke to this subscriber about delivery issues on April 7th, 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

I looked out for my paper at 7am 22Julnothing in driveMy wife left about am & paper was there Took trash out 7:no paper, still no paper [redacted] ***

Mr [redacted] ,I apologize for the missed paper you experienced this morning The carrier that delivers this area is a very good carrier so it is disappointing to hear she did not get a paper to you this morning There is no history of service issues on your account, so hopefully this was a random miss that will not be a repeat We will make sure the carrier is aware of the error this morning We certainly want our subscribers to receive The Star as early as possible and have goal completion times, however we cannot guarantee a paper by a certain time everyday Balancing complete coverage of news events and timely delivery is often a challenge, especially when the Royals were in the World Series or after college football and basketball games with strong local appeal We will continue to evaluate these situations and work to improve We will also investigate why your paper was not delivered this morning once you informed us I've credited your account for the miss.Please let me know if you have any further delivery concerns.Sincerely, [redacted] Audience Distribution and Delivery Director

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 12244037, and find that this resolution is satisfactory to me Regards, [redacted]

Subscriber reports much better service They missed one paper since we last spoke I will follow up with the carrier They really appreciate the improved service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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?

Mr [redacted] ,I apologize for the inconvenience you have encountered with our automated phone lineI see that you did not receive the vac-pack you had requested on May and had your account extended for daysIn the future, you can contact me directlyI have a small team of messengers on hand to deal with this exact issueI have sent a messenger out with today's paper and have contacted the distribution company in charge of your deliveryPlease know that we are actively reforming delivery issues throughout South Johnson CountyOur expectation of service is not currently being met by our contractors and we are doing everything we can to change thatCustomer satisfaction is our number one priorityPlease let me know if you have any further questions or concernsThank you, [redacted] Audience Consumer Advocate [redacted] Kansas City, MO [redacted] ###-###-####

We have spoken with the delivery carrier regarding newspaper misses to the subscriber's paper box and feel the issue has been addressed The deliveries should not be a problem, unless weather and road conditions interfer with delivery on the gravel road.Should the subscriber need to reach out to us, our customer service number is ###-###-#### or ###-###-####.Thank you,The Kansas City Star Customer Service Department

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

Thank you for your email I am sorry for the delivery issues you have experienced Our Delivery department is truly working hard to solve these issues as soon as they possibly can.As requested I have sent information to our Corporate Office for a full refund It typically takes about 5-business days to receive If I can be of further service, please do not hesitate to contact me.Sincerely, Rai H [redacted] , Finance Department

Dear Ms [redacted] ,I am always sorry to hear about situations like thisFortunately, a new distribution company had taken over the delivery of this area the week this complaint was filedI notified them that this customer is no longer subscribed to the Sunday Star and they ceased throwing the paper this weekendI will continue to follow up with the customer for the next few weeks to ensure that the carrier does not start throwing the paper again, but I feel confident the customer will not be receiving one unless they would like them.Thank you for bringing this issue to our attention.Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

We received the paper every day, and fairly early for a few days after I had contact with a person from the StarAfter that few days, the delivery times have again become inconsistent, and today I didn't receive a paper at allI have had to call in numerous times to ask for a redelivery when the paper wasn't here by 7: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 morningToday, we had to leave the house early so I was not aware of not getting the paper until 11:By then it was to late to get a redelivery for todayThe Star has not fixed the delivery problem, and appears to not care about their customers

I am not able to process a refund back to his credit card, because the payment was made over days ago.I will have to request a refund check from our Corporate Office It could take up to 5-business days for it to get to our customer I am very sorry

Thank you for bringing this issue to our attentionWe received this notice 5/2/17.I've put in a refund request for the balance owed the customer of Please let customer know to look for refund put back on her credit card ending ***

Dear Ms [redacted] ,I am sorry to hear that [redacted] feels that way about our premium paper policyThe payment on the account shows that his payment through e-star paid him from October through March Finance extended his account through March 29, as requested and we have opted him out of any future premium paper chargesPlease know that making sure our print subscribers feel valued is high on our priority listThank you for aiding us in resolving this matter[redacted] Audience Consumer Advocate [redacted]

I am rejecting this response because: Yesterday afternoon, April 20, was the first time I spoke directly with Dakota from the KC Star. Previously she left me a voicemail stating she was working on the problem. Since her first effort to contact me last Friday, April 15, I had 2 or 3 papers delivered during a hold period for being out of town and have had 1 of 2 papers delivered since being back in town. Dakota was extremely helpful when speaking with her yesterday and I do believe she is working to resolve this issue but it is yet to be resolved. When my paper is back to normal delivery for a minimum of 2 weeks I will consider this complaint resolved. The current rate of 50% still leaves much room for improvement and indicates there are still serious issues with the distribution group the KC Star is using for delivery in my area. Regards, [redacted]