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,
*** ***

Dear Ms***,Thank you for bringing this matter to my attentionAfter reviewing Mr*** account, it looks like the rate change was not excepted because of a system glitchThis lead to his paper subscription expiring several months before it was supposed to and stopping due to non-paymentI
have waived the owed balance and put two months of credit on the account to equal his entire expected subscriptionHis delivery was restarted on June I have been unable to reach the customer to ensure the customer had been receiving his paper and to notify him that his new expiration date is September 22, 2016.I do encourage the customer to contact me directly if he has any future questions or concerns.Thank you,*** ***Audience Consumer Advocate***Grand Blvd, Kansas City, MO 64108***###-###-####

Dear Revdex.com, Account #400158854Thank you for bringing this issue to our attentionWe have received the complaint on 10/13/17. We received her complaintWe have informed the carrier's supervisor and the distribution supervisor about the customer not receiving their paperThis should be corrected be your next deliveryThe customer has been notified by email and voicemail

Two of our customer service representatives spoke to the subscriber this week, and were told the delivery service was better We gave the subscriber a week credit as well for the poor delivery he has experienced Should the subscriber wish to contact us in the future, he can email us
at p***@kcstar.com.Our sincere apologies for the missed deliveries.Thank you,The Kansas City Star Customer Service Department

Our Delivery Services Manager contacted the subscriber again and was told the subscriber did not receive a newspaper on July 4th, but has received copies since that date We have credited the subscriber's account for missed papers and he can contact our Finance Customer Service Representative at ###-###-#### for more information regarding the credit We are terribly sorry for the delivery issues the subscriber has experenced.Sincerely,The Kansas City Star Customer Service Department

Dear Ms***,After following up with Mrs*** *** on Thursday February 26, 2016, I am happy to report that their delivery has substantially improvedThey have not missed a paper since February 13thI have contacted the distribution center to ensure that their delivery will continue to be consistent and on time. I have also requested that Mr*** contact me to confirm that his services are satisfactory and encouraged them to keep me updated on their delivery to ensure that their happiness continues. If I do not receive a return phone call by Monday, I will call them on March 1, 2016. Thank you,Dakota C***Lead VIP Representative813-234-

Subscriber is being missed 3-times a week. I notified our distributor with instruction to please make sure the subscriber receives a paper every day.I will check back on Friday

I am rejecting this response because:I did get a copy of the billing emailed to me, however, the amount is not correct It is $more than it was for last quarter's payment I have sent a return email to Tina at the KC Star asking why this isI am awaiting her response
Regards,
*** ***

[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 just an update:1) I have extended this customers account for weeks. 2) This is another customer in the area controlled by a bad distribution centerWorst case scenario they will be throwing papers until AugustWe are contractually obligated to allow them to work
days after noticeIf they choose to end their days early, we will take over faster and improve the delivery fasterUnfortunately, until then I can not assure the customer that their delivery will be perfectIf the customer would like to cancel and resubscribe once the delivery has improved I certainly understand but for now I have paid for their next weeks of papers. 3) I have been in contact with this customer since 5/and they have missed papersAll I can do is offer credit or send a messenger out once they alert my to the issueThe customer will probably reject this based on the conversations we have had already but because there is a timeline, I am responding to this complaint.It is a work in progress, I will be here working with them until the delivery has been resolvedUnfortunately, that may not be until August. Thank you,*** ***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 ***, and find that this resolution is satisfactory to me
Regards,
Michelle ***

Dear Ms***,After contacting *** I learned that their paper was being delivered to a non subscriber close to themI realized that the carrier had mistaken their house for another and gave them a few descriptive details to prevent that in the futureTo make up for the frustration this
subscriber went through to get this issue resolved I credited his account for weeks of papers and lowered his rateThey have not missed a paper since 3/Sorry for the delay in response.Thank you for your patience as we work through these Revdex.com complaints.Dakota C***Audience Consumer Advocate###-###-####

I am rejecting this response because:
The money has not or was not deposited in my bankI bank online and check nearly everydayI also called the *** ** *** *** today and they checked alsoThe K.C.Star is just giving me the run-a-round The first email I received from the on Nov12th said that I would receive the refund in to weeks , then I notified them on Dec14th and they said I would get my refund in to days , last week Jan6th I finally was able to speak with the Star and was told that a deposit had just been made to my bank and now they say a deposit was made Nov23rdObviously I have yet to receive a refund either by mail or deposit to my bank
Regards,
*** ***

We refunded the subscriber's account on 10/15/15, and again on 10/21/ Should the subscriber have further questions about the refund, she can call Tina D*** at ###-###-####, or email her at td***@kcstar.com.Thank you,The Kansas City Star Customer Service 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,
*** ***

[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 am rejecting this response because:I don't want to close this out just yet until I receive my paper consistently I did receive it Saturday, Sunday, not Monday (probably weather related and understand), and received it today Can you check back in another week? Thank you for your help on this This was the craziest thing I have seen!!!
Regards,
*** ***

Dear Mr***,I am sorry to hear of your delivery issuesI contacted the distributor in charge of your delivery on Wednesday, August 10, I vocalized your late delivery issues and noted all of the missed paper complaints on your accountI have also credited your account for an additional two
weeks for the inconvenienceWe are working every day to improve delivery with the new distributors in your areaOur expectation for delivery is that each customer receives their paper by am on week days and am on SundaysAs of right now they are still in the process of replacing carriers that do not meet this expectationNew carriers take time to train as well, which leads to delays in service.If this issue persists, I encourage you to contact the VIP department directlyOur contact information is below. *** ***Audience Consumer Advocate***Grand Blvd, Kansas City, MO 64108***###-###-####

Dear Ms***,After talking to the customer, I escalated this issue to the distribution companyThis is in the same neighborhood as several other complaintsI explained to him that this is not going to be an immediate fixI have added him to our verification list, where a secondary carrier
unrelated to the distribution company drives past the houses of my Revdex.com complaints and throws a paper if they don't see one however, this is a band-aidThe back up carrier only throws a paper for a few days while we try to work out the delivery issuesThis distribution company is legally entitled to days of service after notice has been givenIf they choose to leave early, we will take over the distribution center earlier and get the deilivery back on track, but until then, all I can do is guarantee that I will be here for the customer if he needs anything.I have requested that finance extend his account for weeks of papersI have also encouraged the customer to keep me updatedI can only help with issues I know about. Thank you,*** ***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO

Dear MsBuckley,I am sorry for the tardiness in response to this Revdex.com complaintI had contacted the distribution company directly after this was posted on April I have requested that finance credit the customer with weeks of free newspapers to make up for the ongoing
delivery issues in the pastI have provided the customer both via email and voicemail my contact informationI do not see any complaints for missed papers on their account since April 16, but will only feel confident that their delivery issues have been resolved once I hear that directly from the customerI look forward to talking to them in the future and will keep you updated on the situation.Thank you,*** ***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO