BBB Business Review

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BBB Accredited Business since

Kansas City Star

View Additional Phone Numbers 1729 Grand Blvd, Kansas City, MO 64108 View Additional Email Addresses http://www.kcstar.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Kansas City Star meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Kansas City Star include:

  • 321 complaint(s) filed against business

Factors that raised the rating for Kansas City Star include:

  • Length of time business has been operating
  • Response to 321 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

321 complaints closed with BBB in last 3 years | 231 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 57
Delivery Issues 210
Guarantee/Warranty Issues 1
Problems with Product/Service 47
Total Closed Complaints 321

Additional Complaint Information

According to BBB files, the Kansas City Star developed a pattern of complaint concerning newspaper delivery in early 2015. The BBB received complaints that Star subscribers were not receiving physical copies of the newspaper. The Star is currently working to reduce the number of dissatisfied customers. In January 2016, the Kansas City Star submitted a plan to the BBB outlining the steps they have taken and the steps they will soon take that will help eliminate the pattern of complaint.

They have hired an outside consultant to evaluate and improve distribution service.

The Star has invested in improving carrier recruitment efforts and added additional staff to the customer service department.

They added customer service processes that will reduce recurring delivery issues.

In addition, the Kansas City Star will continue to fine-tune customer service and distribution service with coaching, hiring, and management in an effort to more thoroughly satisfy subscribers. 

Customer Reviews Summary Read customer reviews

13 Customer Reviews on Kansas City Star
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 13
Total Customer Reviews 13

Additional Information

BBB file opened: January 01, 1916 Business started: 01/01/1916 in MO Business started locally: 01/01/1916
Type of Entity

Corporation

Business Management
Mr. Phil Schroder, Regional VP of Audience Development
Contact Information
Customer Contact: Ms. Dakota Crouch, Complaint Handler
Business Category

NEWSPAPER DISTRIBUTORS

Alternate Business Names
Cypress Media, LLC KC Star The Star
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.