Kansas City Star

Mr [redacted] , I ask that you give us time to work this delivery issue outWe 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 morningI have requested that finance credit your account for weeksIf at the end of the weeks you feel that your delivery issue has not been resolved, you can cancel the subscription and get a full refund

I am rejecting this response because: Ms [redacted] called and confirmed the paper had been delivered this morning I would like to keep this record open until we confirm there will be a paper tomorrow, the next day, etc., then will be more than happy to close the matter Thank you for your help in this matter

[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 12549737, and find that this resolution is satisfactory to me Regards, [redacted]

We have adjusted Ms [redacted] 's subscription account in full, and we are very sorry for the miss-information relayed to her We stop subscriptions when notified, and do not require written notification, as we only need notification to our customer service department [redacted] has been contacted to close the account We do not impair personal credit.Our customer service representative also emailed Ms [redacted] today, regarding the adjustment to the subscription account.Thank you,The Kansas City Star Customer Service Department

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 am rejecting this response because: We were told by [redacted] at the KC Star that we would have a paper by Sunday It is Tuesday and we still have NOT received our paper!!! Regards, [redacted] ***

I gave this customer days credit to make up for the missed papers he has received Thank-you,PhyllisFinance Dept

Dear BBB, Account #400045793Thank you for bringing this issue to our attention. We have received the complaint on 1/16/2018 We have tried calling the customer. The manage did leave his name and phone number on the customer’s voicemail. We have also credited the customer’s... account for each missed paper the customer called into our office. Sincerely, [redacted] VIP [email protected]

I am rejecting this response because: The delivery problem has not been corrected by the KC Star We were able to get the contact information for the carrier and called them to resolve the delivery issue, This morning (11/3/2014) we did not get a paper again so we contacted the carrier They did not have us on the list to receive a paper this morning even though I paid for months delivery up front We also contacted the Star circulation department who said that there is not a permanent carrier for our area The gross incompetence and lack of customer service by the KC Star circulation department is unbelievable I'm on the verge of cancelling my subscription and writing a letter to the publisher of the Star explaining the reason for cancellation Regards, [redacted]

We apologize for the issueWe have no record of a $basic rateRates are based on an algorithm and are different for each subscriber, and are also subject to increase at the end of a termIf the customer is on auto-pay, as Ms [redacted] is, the rate is subject to increase more frequently as each term is only weeksAs another example, if a customer pays for weeks, the rate they are paying will be good at least until the end of the weeksMs [redacted] has the option to remove her card from auto-pay and choose to make longer term payments if she so desiresIt is also the customer's responsibility to check their bank and credit card statementsAccording to our records, Ms [redacted] was charged the $rate for February and MarchBefore that, she was paying $Customers always have the option of contacting the Star to negotiate rates if they find them unaffordable, and the customer service team will always be glad to accommodateI have filed a refund request for processing of the difference of the last charges

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] ***

I have spoken with Mrs. [redacted] she agrees that the renewal date of 11/27/17 is now correct on her account. I also assured her that the balance of $75.67 is a positive balance which pays for her papers until her expiration date.

We apologize for the poor delivery service you have experiencedAccording to our records, we do not show that complaints were entered for each missed paper over the one month and 2-day periodIt is important to let customer service know when a paper is missed, so that they can credit your account and provide us with a record of the problems occurring with your subscriptionWithout this record, we are unaware that there are issuesWhen you notify customer service of ongoing poor delivery service, we can then escalate the issue to the distribution manager who will then contact the carrier and carrier's supervisor to get the problem correctedUnfortunately, we were only made aware that your paper had been missed in JanuaryIf we had been notified of the issue sooner, we could have taken steps to resolve the matterYour account has been given months of credit, which extends your expiration date to 3/4/This credit accounts for the missed papers throughout the month of December and early JanuaryThank you,

[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: after all the time they've wasted of mine & the harassing calls after continuously asking not to call anymore, I get two sentences? And to expect the error to be acceptable when all that was done was put it back into the standing it should've been anyways? 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 ***, and find that this resolution is satisfactory to me
Regards,
*** And *** ***

Our Finance Customer Service Representative, Tina D***, spoke with the subscriber on October 13th, The Representative issued credits for missed papers The subscriber was glad to receive the credits A refund has not been issued, however, if the subscriber still wishes a
refund, she can call Tina D*** at ###-###-####, or email her at td***@kcstar.com We are terribly sorry for the delivery issues the subscriber experienced.Thank you,The Kansas City Star Customer Service Department

Dear Revdex.com, Account #400238770Thank you for bringing this issue to our attentionWe have received the complaint on 12/12/17 I have completed the mail out ads to stop coming to your customer’s homeThe customer shouldn’t receive the mail ads Sincerely,*** ***VIP
Agent***

Dear Ms***,After reviewing this customers account I learned that this customer had not been receiving a paper since he moved on March 26, I called the carrier to see what was going on and the address was never converted from the old carriers e-book to the new carriers e-bookI asked him
to start delivering immediately and the carrier didAfter following up with the carrier today, May 23rd, I learned that the carrier was doing a great jobI notified the carrier that the customer has decided to get the paper days a week instead of and I have requested that Finance extend his subscription for two months because it took that long to get the issue fixedI have encouraged Mr*** to contact me in the future if he has any further issues or questionsI feel completely comfortable saying this issue has been resolved.Thank you,Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms***,This is a follow up note for *** ***s delivery complaint.After following up with him yesterday, I was happy to hear that his paper delivery has become fairly consistentHe is subscribed to both the USA Today and Stars daily delivery service and Saturday he received the Star
and another paper that was not the USA TodayAfter he let me know I contacted the Senior Distribution Manager and had a messenger bring him Saturdays USA Today.His paper delivery is still being closely monitored by me but I feel that he is comfortable with contacting me with any future issuesHe is also giving my email out to the community he lives in so that they may contact me with any issuesWith promises of regular phone calls by me, I can say that this issue has been resolved, for now.Thank you for bringing this manner to our attention, we deeply value long time subscribers like *** *** and are happy only when our customer is happy

I spoke with Mr *** today he is receiving his newspapers well now with no further problem Thanked me for the call.- Ron Dado