Kansas City Star

Dear Mr***,The refund of your remaining balance has been requested as of June 8, The carrier issue is being addressed immediatelyThat is not the way a representative of the Kansas City Star is to act with our subscribersPlease let me know if there is any further action I can take to
rectify this situation. Thank you for your readership.Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

[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 *** ***

Dear Ms***After talking to *** on the phone and checking his account against his missed papers I noticed that his account was already appropriately credited, in fact over-credited, for the missed papers he has dealt with in the pastAs a courtesy I requested that finance credit his account
for two more weeks as he requestedI also reached out to the distribution company and notified the Senior District Manager and new Home Delivery Manager of this complaintAfter following up with the customer this morning, service has improved but I will continue to monitor his delivery and follow up with him via email and phone calls until he feels that his service is adequate and stable. Thank you,Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms***This is an update of where I am on *** ***s case.After leaving a few voicemails last week, I was finally able to make direct contact with *** ***He is mostly frustrated about the inconsistency of service***s original request in his desired settlement was for days of
free service or a refund of his last paymentBecause there were only a few complaints on the record for this year I offered to apply weeks of credit to his account and work with him on his deliveryFinance has applied the credit and I contacted the District Manager of his zone and the distribution company in charge of his deliveryHe has my contact information and I will be monitoring his delivery for now.I can not say for certain that his expectations have been met completely yet, but he has received a paper today and I will be contacting him regularly until he is assured that he will get the service he feels he deserves.Thank you for bringing this matter my attention,Dakota C***Audience Consumer Advocate###-###-####

Mr ***,I am sorry for the problems you have had trying to receive the paper at your new address The information was entered into our system to be effective July 1st, so there is no excuse for your paper not being delivered We will make sure your delivery is discussed with the
carrier tonight and work to correct your service immediately.I have credited your account for the missed editions Please contact us if you have any further delivery issues.Sincerely,Connie C***Audience Administration and Operations Support Manager - Midwest Region

Hello,I can confirm that the reason your subscription did not start is because your address did not have a route in our systemI am sending it to be routed right away, and will start your subscription and honor your purchase as soon as it is routedI will send you an email confirmation once your
subscription is activeI am sincerely sorry for all of the miscommunication and confusion this has caused.Thank you for your patience

I contacted the subscriber and he seemed satisfied with his delivery Sometimes it arrives between 5:and 6:am and he would like it earlier I explained we give most of our carrier's until just about that time to finish their route He understood A little later on Saturday and Sunday's He was very nice and promised to call if he has any more problems

Talked with Mr*** and he has received the paper for days in a row. The last days a little close to the street which we will let the carrier know to throw it up into the yard.Mr*** has my name and phone number if he needs any help in the future

Dear Ms***,I am sorry for your frustrationWe are working every day to improve deliveryLate delivery is not part of our service expectationI have contacted the distribution center about your routes delivery times and credited your account for weeks for the inconvenience Your new
expiration date is 9/18/Now that Mr*** is no longer with the company I encourage you to utilize our VIP TeamYou can email us at *** or call us at ###-###-####There are a minimum of of us working on week days and of us working on the weekendsIf you would prefer to contact me directly, my contact information is below. *** ***Audience Consumer Advocate***Grand Blvd, Kansas City, MO 64108***/###-###-####

Thank you for your recent Letter There were two payments credited to the *** newspaper account for a total of $ I checked the Credit Card Files and a Refund was sent on 2/in the amount of $ I requestedan additional refund today for $which will
give our customer a full refund The credit will show on their credit card ending in ***, in the next couple of days I am very sorry for the deilvery issues they had I know we areexperiencing issues in some of our delivery areas, but please be assured our Audience Department is working hard to improve service for our customers If we can be of further service, please do not hesitate to contact Thank you, Rai H***, Finance Department, The Kansas City Star

I called and spoke with her this morning. She did not have a very good experiencetrying to reach the Customer Service Department I apologized and told her I was crediting her for weeks for the problems she encountered.That is not the way we intend for our subscribers to be treated,
ever She had just received a statement and I ask her to throw it away and she would get another one closer to the end of the eight weeks She did say her delivery service was great now. I am hoping this has restored some faith in us for her.Thank you,The Kansas City Star

As mentioned in the previous response, I have taken care of your owed balance and notified the collection agency

Dear Ms***,I apologize for the inconvenience you have had to endure because one of our veteran carriers was in the hospitalWe do have a process of handling circumstances like this, unfortunately, because this carrier was contracted through a distribution center, we were not notified until
days after the factWe have since handled the situationYou should be receiving your papers regularly nowI have credited your account for a week in addition to the four papers credits you had already been issued through the customer service department. If you have any further questions, concerns or delivery issues, please do not hesitate to contact me directly.*** ***Audience Consumer Advocate*** *** ***, Kansas City, MO 64108***/###-###-####

Subscriber has been receiving the paper. I will put weeks credit on their account for all the papers they have missed. I will also check back the first of the week to make sure everything is ok

Dear Ms***,After contacting the distributor about this address on May 27, the customer has been receiving both Sunday StarsI have assured the customer that I would be available if he has any further questions or concerns.Thank you for helping me resolve this matter.*** ***

I have found the customers payments and discovered the issue Ms*** does indeed have two active subscriptions On for Wed & Sunday and one for Day delivery.When she called customer service, The Reps would have ask for the phone number associated with the account,
they were given 716-225-5561, that phone number brings up the information for the Wed & Sunday subscription only That subscription, acct # 400162670, does not contain the payments in question I searched on her name and found another account When the day subscription (acct 400169370) was requested the phone number Ms*** used was 816-266- The Reps were never given this phone number, which is where the two payments in question are on I apologize for the confusion and will stop her day subscription and refund both payments promptly I am not clear if she wants the Wednesday and Sunday stoppedas well I will try to contact her, regarding that subscription If we can be of further service, please do not hesitate to contact us Thank you, Rai Hammontree, The Kansas City Star

Hello,Our records show each monthly payment of $has been processed and applied to your subscription for each week periodEach time you miss a paper, a re-delivery can be dispatched before the cutoff time of 9AMIf after AM, credit will be applied to your accountPlease report missed
deliveries and other delivery issues to customer serviceThis ensures we have a record of your complaints and can escalate them to the distribution managerYour account has been given a 2-week extension for the inconvenience.Thank you,

I am rejecting this response because:
For the record, and as I told Anita this morning, I have only received two calls from KC Star and they were in the last weekAlthough I am now satisfied, I dispute that they have been trying to get ahold of me for weeks.
Regards,
*** ***

Mr***,I apologize for the problems you have had since moving to your new address The carrier was informed of this move effective 10/ I have credited your account for the missed editions and will make sure the carrier immediately corrects your service.Sincerely,***
***Audience Distribution and Delivery Director

Dear Mr***I am sorry to hear of your delivery issuesI have credited your account for weeks for your inconvenience and requested that your delivery address be added to a verification listThe carrier has to prove that he delivers a paper to your residence every day until we trust that your
delivery is back on trackThis carrier has worked for us in the past and has done a great job so we hope that as he acclimates to this route, he will be able to provide satisfactory servicePlease let me know if you have any further inquiriesThank you for your readership.*** ***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO
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