We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Newspaper Distributors

Kansas City Star

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Newspaper Distributors.

This business has 1 alert

Complaints

This profile includes complaints for Kansas City Star's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Kansas City Star has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 67 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our one-year subscription to The Kansas City Star was to end on 3/11/25. The account is under my spouse's name, ****** ********. Two days before the expiration, I logged on to my account and stopped any further subscription. On 3/12/25 and checked the account and showed "Stopped." On 3/13/25, the Kansas City Star debited $227.99 from my credit card. So that same day, on 3/13/25, I contacted the Star through its cancellation phone number and spoke to a *****" who confirmed that I had stopped my subscription and confirmed that $227.99 money would be refunded in 7-14 business days. I also confirmed that an older subscription showing on our account had also expired. I called again on 3/28/25 and again spoke to *****" who said to allow more time for the refund. I called on 4/18/25 and spoke to an ****** who took my information and promised to resolve it. I told **** I would have to pursue a different course of action if the amount was not refunded with a week. As of today, 5/8/25, I have received no refund. I have no access to the Star, which confirms I have no subscription. I fear I will be charged an additional amount in a few months if this is not resolved.

      Business Response

      Date: 05/08/2025

      Thank you for contacting the Kansas City Star. The account for ****** ******** was stopped on 3/14/2025. At this time we are pulling all calls related to the cancellation and refund request. We do process on or before a renewal date as explained in our Terms of Service. I will be looking to expediate this refund request for your last charge of $227.99. I apologize that the refund met with delays and for the inconvenience of having to call multiple times to get this resolved. We want any requests to be handled properly and in a timely manner. I will make sure it gets to you as soon as possible. I will send a confirmation email once the process is complete so that you will know when to expect the money back to your card on file. Thank you for your patience. 

    • Initial Complaint

      Date:01/20/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After cancelling subscription TWICE, they are continuing to charge for subscription.

      Business Response

      Date: 01/21/2025

      Thank you for contacting the Kansas City Star.   We have located this account which was signed up under an Apple ID and was still being charged $ 15.99 each month.

      This account has been cancelled immediately.   There was also another charge of $ 15.99 which was just processed on 1/20/24.   We will process this amount also to be included with the refund.

      The total refund will be for $47.97 back to the customer.

      Thank you,

      The Kansas City Star

      Customer Answer

      Date: 01/21/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as line as the KC Star is CANCELING the account and assures me there will be no more charges, emails or contact.



      Sincerely,



      ******* *****

    • Initial Complaint

      Date:11/28/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I agreed to a rate of $26.93 a month in August of 2024. This month I’ve been charged $31.88. I called customer service and was told the extra charge was for a holiday edition. I’m not even sure what that is but I am positive I did not receive one. I was also told I’d be charged $9.99 for the Christmas holiday paper. It seems to me that there are all kinds of hidden fees included in my subscription now. We’ve had a subscription for over 20 years and it’s gotten to the point now that I’m canceling the subscription as soon as customer service is open again. Too much hassle, I have other things to do besides calling customer service constantly to straighten something out on my billing. I’m supposed to be the customer!

      Business Response

      Date: 12/02/2024

      Thank you for contacting The Kansas City Star. Premium Days are special content editions where we deliver a special edition filled with high-value, additional unique content.  In addition, to our award-winning news coverage, features and sections typically included in the newspaper on that day, these editions may also include special sections or coverage. The charge is $4.99, per Premium Day and we are publishing a special Premium edition for 12/8/2024 which the cost will be $9.99. This information is located on page 2A of the printed copy of the newspaper Sunday to Friday. 

      We have reviewed ***** ******* account and customers that are on Auto Pay Renewal will be notified 30 days in advance of the additional Premium Day subscription fee that will be added to their charge. Our office has followed up with Linda Johnson over the phone today December 2, 2024. Customer has decided to keep the subscription with us, we will be waiving the Premium day charges going foward, and crediting the account for the overcharge. We do apologize that customer did not receive any notification in regards to upcoming premium day on November 27, 2024. If you have any questions, please contact us at ###-###-####.


      Customer Answer

      Date: 12/02/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** *******

    • Initial Complaint

      Date:10/28/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have subscribed to the KC Star newspaper since 1977. I paid $340.39 by credit card for a 1 year subscription on 3/13/24. Since this time, delivery has been extremely spotty, despite my calling the only number available to me for customer service, *************** I either leave a voicemail message or am transferred to an individual with limited English proficiency. The message is always the same: "We're sorry, have escalated your problem, assure you the problem will get resolved......, etc. Same script with no results.
      Just recently, there has been no delivery on 9/25. 9/29, 10/7, 10/15 and today, 10/28. It has been a serious problem since the prior carrier, *** **** ******* resigned her delivery route.

      When I was not getting newspaper delivery in 2016, the carrier told me: "I'm not gonna get outa my car to throw your paper cuz I'm pregnant. Unless you sign a letter stating you'll be responsible for any damage done to me &/or my unborn baby." When this occured I emailed the editor, v.p. and everyone else I could think of about my not receiving my newspaper & asking for assistance. Same result as now. Any assistance would be greatly appreciated. Thank you.

      Business Response

      Date: 10/29/2024

      Thank you for contacting the Kansas City Star. The account for ****** ******** will be reviewed by our elite team of care specialist that will take measures to ensure consistent delivery and ensure any issue causing this problem will be resolved. The specialist will be working directly with the coordinator and director of this area and will be following up directly with ****** ******** to confirm deliveries are being made moving forward. We will review the account and ensure proper credit for the missed papers. If you have any questions please contact our customer service department at *************

    • Initial Complaint

      Date:08/20/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I sent a check 2/23/2024 of 108.43 for a 1 year subscription with the dates period it covered which was 3/21/24 - 3/21/25. This was the amount the bill stated I owed for 1 year. Please review and and correct my billing to the original date of 3/21/24 - 3/21/2025 The canceled check has the dates I believed I was submitting for 1 year. I received an additional bill 05/26/2024 for $64.36. Which I believe I could not possibly owe. I had called prior to this email to correct the billing error, but I received conflicting information even after I submitted the front and back of the check. Please correct these bills so this does not ruin my outstanding credit score. I have enjoyed the paper for many years and it is an excellent source of local news.

      Business Response

      Date: 08/21/2024

      Thank you for contacting the Kansas City Star.

      The account has been adjusted to extend the expiration date to 3/21/25.   The account will resume as of 8/22/24.

      Thank you,

      Kansas City Star

      Customer Answer

      Date: 08/22/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******** ****

    • Initial Complaint

      Date:07/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      see attached

      I want the $75.53 to be refunded

      Business Response

      Date: 07/02/2024

      Thank you for your message to The Kansas City Star. Our records show your account was paid on 1/12/24 in the amount of $245.44 for 26 weeks. All subscriptions include full digital access with no additional cost. The breakdown on the renewal bill shows the full subscription and what it includes, which is required on all billing notices. At this time, we do not provide a refund for the breakdown in price, but we can honor a one time adjustment of $75.53. This will extend the current expiration date from 7/10/24 to 9/8/24.

      Please feel free to contact us at ************ or *******************************************/

      Thank you

      Customer Answer

      Date: 07/22/2024

      see attached

      this is not a world for old people 

      Business Response

      Date: 08/02/2024

      Thank you for contacting the Kansas City Star.

      We have processed the refund of $ 75.53 back to the customer as of today, 8/2/24.

       

      Thank you,

      Kansas City Star

       

    • Initial Complaint

      Date:05/06/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Kansas City Star newspaper is the issue.
      When we renewed the subscription we indicated this was for a 97 year old who did not want or was able to use the internet. We were told there was no option to discount the premium as the online edition was mandatory. I don't actually remember exact amount but around $100 a year. We had to pay $565 for the one year renewal. TOTALLY unfair to require something not wanted and which cost the newspaper $0 to provide.

      On April 8 the delivery person indicated the paper delivery was no longer available. When I called about a refund I was told they have a NO REFUND policy. I never saw this anywhere and cannot believe this is acceptable.

      The agent I spoke with assured me they now have a carrier in the area and the paper could be delivered.

      MY COMPLAINT is the following.
      1. Charging for a service that is not needed or available for the customer
      2. NOT refunding in the event of cancellation. At 97 one could expect a life event could cause
      a need for cancellation. That being as it may, a refund should be available to everyone wanting to cancel


      When I contacted the paper and cancelled, I expected a refund of the remaining 4 months subscription

      Business Response

      Date: 06/05/2024

      Thank you for your message to the Kansas City Star. Currently, our records show your account is set to stop on the expiration date 2/27/25. The account is showing as active with the print delivery. We do apologize is there has been some confusion or an error with the account. If you are requesting to cancel, we can have the account stopped sooner and authorize the refund for the remaining credit. Please contact us by phone, chat or email with your request. In the meantime, please look for an email confirmation in regards to your request.

      The terms of service link is included here, ****************

      Please feel free to contact us at ###-###-#### or [email protected] if you have any questions or concerns.

      Thank you

    • Initial Complaint

      Date:04/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      see attached
      I received a renewal

      Business Response

      Date: 04/09/2024

      Thank you for your message to The Kansas City Star. Our records show the account expired 1/15/24. Since the KC Star does not cancel subscriptions automatically, the account continued into a grace period until 1/28/24. The account was stopped on 1/28/24. We do apologize if your request to cancel was not processed correctly. At this time, as of 4/9/24, your account shows a zero balance with the KC star and ARM Solutions.

      Please note, ARM solutions is a non-reporting collection company. This will not appear on any credit report.

      Please feel free to contact us at ************ or ************************** if you have any questions or concerns.

      Thank you

    • Initial Complaint

      Date:03/28/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 2, 2024 my mother paid the KC Star $382.78 for a subscription for account #400058589. She passed on February 3, 2024 and the subscription was cancelled on February 7. A refund was requested and after having to provide a death certificate, there was no refund. On March 15, a customer service rep said that a refund by check was issued on March 14. No check has ever materialized and on March 28 another customer service rep said that an email was sent to her email address to initiate a bank refund through Zelle. There was no such email in her account so another lie. Today I was told that a check would be issued in 7-10 days to my address since she was living in a retirement home. I don't know what is the truth or if there will ever be a refund!

      Business Response

      Date: 04/01/2024

      Thank you for the message to The Kansas City Star. Our records show the refund was processed on our end on March 14, 2024 through our new ************ ******* refund process to the primary email address that is on the account. Since the ***** refund was not accepted after 15 days, we have canceled the ePayment request and will issue a check refund to the address on the account. At this time, we are working on getting the refund reissued and processed in a check format to be mailed out to the correct address. We will be following up with ***** ***** once the refund is reissued on our end. If you have any questions, please contact us at ************* Thank you

    • Initial Complaint

      Date:01/12/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello. I am currently a subscriber with 7 day digital access to the Kansas City Star. (I've been a subscriber for over 30 years as I want to support local journalism and news access.)

      I have my account set to autopay and, in error, the Star automatically renewed my account, on December 19 2023, for $407.99 which amounts to 4 years of subscription service instead of the agreed upon 1 year.

      I never got an email indicating that the subscription was about to renew and/or I never authorized the Star, or it's agencies, to automatically renew my subscription for any thing more that the agreed upon 1 year and I am asking for a refund for the balance.

      I have been dealing with The Star's customer service for the past month in hopes to get a resolution to the situation, and process the refund, and, quite frankly, haven't gotten anything more than a runaround with each call saying the refund first would take 3-5 business days then 7-10 business days and now we are out to 10-14 business days.

      With each subsequent communication they indicate a request has been filled and, when I ask to speak to someone that can actually help me get my money refunded, the customer service rep always indicates that they are the ones to talk to yet there is never any resolution.

      This can't be that hard. I never authorized the Star to automatically renew my subscription for 4 years and I want the balance refunded immediately.

      Any help you can give me in this situation would be most appreciated.

      Business Response

      Date: 01/12/2024

      Thank you for contacting the Kansas City Star. The account for **** ***** has been reviewed a refund of $300 was processed on 1/10/2024. We process refunds through Zelle. An email from [email protected] letting John Knell know the refund is avaiable through zelle once he adds the requested information the refund gets transferred into his account. The email link is good until a certain date and if there is no response a check will be issued. We apologize for any confusion if you have not received the email or have any issue with the process please call our customer service department at 877-962-7827. 

      Business Response

      Date: 01/16/2024

      Thank you for your message to The Kansas City Star. As a follow up and update to the refund information, a message was sent to our Finance team. Here is the updated information as of 1/16/24. The refund will be issued Thursday 1/18/2024. The refund check will be issued and mailed. Please allow 3-5 business days to be received (depending on the delivery of the mail from the post office to your home).

      Thank you

      Customer Answer

      Date: 01/17/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      **** *****

    Kansas City Star is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

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

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.