Kansas City Star

[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,
*** ***

I just spoke with Mr*** this morning He called and left a message on my phone regarding his refund I explained that he was correct, he did not receive the refund he was suppose to get in November It is completely my fault that it did not happen.After researching for him and another subscriber, I found that a refund file that I ran in November was not transferred properly I told Mr*** that I was requesting checks for the refund that did not go out and they should get them sometime next week.Again, this was an error on my fault, I am correcting it I offered him my number in case he needed to contact me further Thank you, Rai H***, Finance Department

[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,
*** ***

Dear Ms***,This is a follow up note to the Revdex.com complaint from *** *** 1) a refund was requested for Ms*** on December 14, 2015. It was rejected because her card had expired. I sent an email to her at the email she provided asking for the
new expire date and I received no response Having her new expire would have allowed me to complete her refund. and I explained that in my email to her (Copy below)2) I have verified with the Back Issues department mailed out copies, twice, to the address Ms*** provided It's my understanding that we did indeed run out of copies that were available to customers, but back issues had reserved a few copies to coverdamaged papers, etc This is why they were able to send her copies Thank you,The Kansas City StarRai H***Finance DepartmentI just tried to call your contact number, I got cut off as I was about to leave a message.We received a request from Back Issues on 12/to refund the money you paid for the Royals Papers.They printed over 150,extra papers, but the request for copies far exceeded what was anticipated.I am very sorry that they were not able to fill your order. We requested that refund on 12/ When I went in to check on it, the refund was not processed becauseyour card is expired. They claim they would have notified us that the refund wasnt accepted but I am notfinding any such notification So, If you can provide me with your cards new expire date, I will ask them to pleaseaccept the refund and get it processed for you Thank you,Rai H***Finance Department, The Kansas City Star

We are terribly sorry for service issues this subscriber has experienced We refunded $of the subscribers payment on 10/22/ Unfortunately this amount was not the full amount, our apologies The remaining balance of $was refunded yesterday.Should the subscriber wish
to reach out to us in finance, he can reach ***@kcstar.com, or ***@kcstar.com.Thank you, and again, our apologies.The Kansas City Star Customer Service Department

We did not receive a Sunday paper yesterday and the company has not responded to me at allThis makes Sundays in a rowThere are several in this area having the same problem
*** ***

I apologize for the inconvenienceAfter reviewing your account, I see that each paper you reported missing was creditedThere approximately missed paper complaints and missed papersI have forwarded your account information the Senior Home Delivery Manager but I did want to let you know that
we recently contracted a new distribution company for your area and have every confidence in them to clean your area upI recommend that you continue to do what you are doing in order to get the best results, contact the automated phone line before dispatch cut-off to ensure that you have a possibility at redelivery and then contact customer service at [email protected] if you don't receive redelivery to get credit. We appreciate your patience as we work to resolve this matter

Our Delivery Services Manager, Ron D***, spoke to the subscriber today and was told the paper was delivered normally today Should the subscriber have further delivery problems he can reach out to Mr D*** at rd***@kcstar.com.Again, we are terribly sorry for the delivery issues the subscriber has experienced.The Kansas City Star Customer Service Department

The balance has been written off Based on mail timing, you may still receive letter from the collection agency Please disregard this letter as you owe a zero balance to the KC Star Please also know that this will not impact your credit score in any way as we do not report to
one Thank you!

Dear Ms***,This issue was settled outside of my interventionI had adjusted the customers account at the begging of June and that will be included in a refund scheduled to be processed on June I am disappointing I was not included in this decision but I am here if the customer has any
further inquiriesI have addressed this issue with the distribution company. *** ***Audience Consumer Advocate*** *** *** *** *** ** ***###-###-####

Thank you for bringing this issue to our attention. The customer filed the complaint on 4/12/We did refund the customer the she requested on 4/14/17. I've enclosed the credit received by customer. *** * ***VIP Team###-###-####***

Thank you for this letter We are certainly sorry that we could not get the delivery issues worked out We have spoken to Ms*** *** and she has requested that we send her a refund check Our refund checks come from our Offices in Michigan and she can expect to receive it in
the next 5-business days.If we can be of further service, please do not hesitate to contact us Thank you, Rai H***, Finance department

[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: ***
I am rejecting this response because: The Star still did not explain why they were charging me the $"mailing" rate They keep skirting around the very obvious answer, they simply over charged me My rate rose $a month simply because they had my credit card on file? Now they are claiming it is my fault for not calling to cancel my card? I want a simple answer to a simple question I NEVER RECEIVED THE PAPER IN THE MAIL, YOU CHARGED ME THE $"MAIL" RATE WHY????????Also, their statement that if you pay for weeks the rate won't change, I beg to differ When I paid for weeks for my mother the Star sent another bill before the weeks were up, customer service told me the rate went up therefore what she paid did NOT cover weeks.These people just bleed money from innocent people--and they wonder why they are losing customers!
Regards,
*** ***

In my opinion the KC Star never did come throughYes they did refund my money but only after I contacted you to file a complaintIn regards to the money being refunded then yes but as far as paper delivery NOI have noticed my neighbor across the street is now getting the KC Star deliveredWhy is it they could not seem to get the paper also thrown out the other side of the vehicle when it was driving by my houseI am still very disappointed in the KC Star.I want to thank you for all of your hard work in this matterIf this is the end, then this is the end of the matterCould you please pass along to the KC Star that this is one customer who will NEVER recommend the the KC Star to anyone EVER and being only years old I have a long time left to live to pass the word alongA formal letter of apology from the KC Star would go along way but it seems they dont know where I live even though they said they could deliver a paper to my addressNot an e-mail either I want a physical paper copy with a stamp, signed by one of the CEO's (not a stamp either, ink pen on paper signature) explaining why they could not deliver to a customer even after attempts by the customer to make it correctAt that point I would then be satisfied with the KC Star.Thanks again for your hard work and everything you have done for me to get this action resolved

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 12152013, and find that this resolution is satisfactory to me
Regards,
*** ***

We will be happy to honor the original offered term and rate if the customer can provide us with more details to verify the accountAccording to our records, there is an account at *** *** **in Lenexa with the email address and phone number used in this complaintHowever, the details on this
account do not correspond with the information in the complaintTherefore, we ask that the customer please provide us with correct account details so we may proceed with a resolution

We are terriby sorry for the delivery issues the subscriber has experienced We have placed credits on the account We are in process of refunding the account in full and apologize for the delay, as we are in the midst of a software conversion Should the subscriber wish contact
our Customer Service Representative, Tina D***, she can be reached at ###-###-####, or td***@kcstar.comThank you,The Kansas City Star Customer Service Department

Mr***,I do apologize for the delivery issues you have recently experienced As I mentioned in the email I sent to you earlier today, a carrier change took effect on 11/ This should go unnoticed by our subscribers and is disappointing when that does not happen We will work
with the carrier to ensure your delivery is corrected.Sincerely,*** ***Audience Distribution and Delivery Director

The Kansas City has a problem consistently delivering my paper on time and being truthful.The following is a sampling of the delivery and truthfulness issues.March (Monday): No paperCalled and KC Star automated system said it was too late to deliver paper.March (Saturday): No paperCalled and was guaranteed that I would receive oneI never got one.March (Sunday): No paperCalled and was guaranteed that I would receive a paper in the AMWhen I left house at 2:pm I still had not received itPaper was in driveway when I returned at 6:pm.April (Tuesday): No paperI called prior to 8:am and was guaranteed that a paper would be delivered by 9:amI called again at 11:04am because paper never arrivedCustomer representative said the paper would be delivered on WednesdayI said that is not acceptableI dont want a paper a day lateI never received a paper.April (Sunday): No paperI called at approximately 8:21amCustomer Service representative said I would receive paper shortlyI called again at approximately 9:I was assured that I would receive a paper by 10:00amI called again at approximately 10:21amCustomer service guaranteed that I would receive a paper by 11:00amI did not receive the paper.I am seriously considering cancelling my subscription and sending a letter to the publisher of the paper the reason for the cancellation.I would like someone in management to contact me and explain what their plan is to resolve my delivery issues and the dishonesty of their circulation department employees

I am rejecting this response
because: We have only received paper since KC Star left a message that it has been taken care of. We received a paper on 10/29. We should be receiving the paper on Wedneday thru Sunday. I have left a message for Janey at KC Star at ###-###-#### that it still isnt resolved but have not received a call back yet.Regards,*** ** *** ***