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On 5/23/16, I spoke to Mrs [redacted] and agreed to cancel her Full Service Protection Plan account so long as she continued payments on a separate purchase for cutlery She agreed and this has been done for Mrs [redacted] .I apologize to Mrs [redacted] that her concerns were not addressed earlier I had last talked with her on 4/28/ She advised that she would speak with her husband and contact me back Unfortunately, I did not hear back until this complaint was filed Nonetheless, I am pleased that this matter has been resolved for Mrs [redacted]

Status update I have talked with [redacted] a number of times, the latest on 9/25, since receiving her complaint I have offered to settle her account under the following terms If she agreed to repay $representing just half of the $discount she received as a benefit of her Full Service Protection Plan purchase, Five Star would agree to cancel all remaining payments on her account with neither party having any further obligation to the other She asked for a few days to discuss this settlement with her husband I am now waiting to hear from her

I spoke to [redacted] on 12/15/ We discussed his concerns and came to a mutually agreeable settlement of his account [redacted] confirmed that he was very satisfied with the resolution

[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 [redacted] , and find that this resolution is satisfactory to me I spoke to the Customer Service manager he was very polite & he apologized for their lack of response to the my calls He also apologized for the misunderstanding as to my knowledge of the commitment required for the warranty for the freezer I am now out of contract & he said I will no longer have fees taken out of my account for this All is fixed and well now Regards, [redacted] ***

Five Star takes great pride in providing excellent service Most of our new customers are directly referred to us by our existing customers; they refer us to their friends, family, neighbors, etc When we call a referral, we introduce our service and offer a free sample package so they can taste the all natural quality difference of our meats If there is interest, we coordinate delivery of their free sample package If there is no interested, we don't continue calling We take great pride in our company and appreciate our valued customer referrals, and last thing we'd want to do is to irritate a potential customer or our existing customer who gave the referrals Furthermore, there is absolutely no reason for us to continue calling anyone who doesn't want to be called and for this reason, we also maintain an internal Do Not Call List I've added Mr***'s number to our internal DNC list so he is not called again in the future We are a very customer focused organization and I only wish Mr [redacted] would have called us directly and made his request We could have resolved his request easily and promptly as there was no need whatsover to file this complaint

Over the past two weeks, our office has communicated with [redacted] regarding her concerns and I am pleased that a mutually agreeable settlement has been arranged [redacted] has agreed to repay a portion of the benefits she received and Five Star has agreed to write off the balance of her account upon receipt We thank the Revdex.com for its assistance in resolving this concernThank you for your assistance, [redacted] I never received a “third notice” as I expected Because this customer was very hard to reach, I tried to keep you updated on our progress and I just want to be sure that our rating will not be negatively impacted by the amount of time it took for us to reach and resolve this customer’s concern Could you please confirm this is correct? Many thanks,Bruce Bruce H [redacted] Five Star Home Foods, Inc.Vice President - Finance

[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. After some intense discussion with Bruce H., we arrived at a mutual win-win solution. I agreed to keep Five Star Foods whole with their food purchase pricing by paying them the 15% discount I received on orders to date. In return, Five Star Foods cancelled the future Freezer protection plan
Regards,
*** ***

I agree with Five Star in that it is baffling that any phone solicitor would call again after being asked to stopI don't claim to understand why telemarketers do what they doIn fact, I did call Five Star on occasions asking to be removed from their call listThis includes leaving a voice mail with them on Sat May 7, 2016, asking them to stop calling meI left this voice mail because I had, minutes earlier, received a call from Five StarI asked the telemarketer to stop calling and she hung up on meThe Sat call from Five Star came less than hours after another call I got from them on Friday afternoon/eveningI have received many other calls from you before thatFor what its worth, I have no quarrel with your company other than I expect you to honor my requests to be left alone after the first time I askYou've said you will not call any moreThank you for agreeing to that

On 1/5/2017, our Sales Manager reached Mrs*** to address her concerns. All concerns were addressed and her account was settled to her satisfaction. We are thankful for the opportunity to serve her family and hope that we may have this opportunity again

[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 have had several productive telephone conversations with both Mrand Mrs*** since receiving their complaint. We discussed options to address their concerns and we had hoped to have this matter resolved by today. However, Mr*** called me this evening to
advise that his grandmother was extremely ill and he would understandably need to give his family his full attention over the next few days. He promised to get back to me as soon as possible (hopefully by 12/9/16) so that we could finalize the best way to address their concerns going forward

Status update. I have talked with *** *** a number of times, the latest on 9/25, since receiving her complaint. I have offered to settle her account under the following terms. If she agreed to repay $representing just half of the $discount she received as a
benefit of her Full Service Protection Plan purchase, Five Star would agree to cancel all remaining payments on her account with neither party having any further obligation to the other. She asked for a few days to discuss this settlement with her husband. I am now waiting to hear from her

Over the course of the last two weeks, *** *** and I have had the opportunity to speak a number of times by telephoneShe shared that she understood that her agreements were signed and in writing, but still believed that her salesman told her information that was not consistent with the
agreements she signed
I shared that, as a company, we strive to make sure that all parties understand their agreements and I apologized, on behalf of her salesman, that there was not a clear understanding
*** *** was very complimentary of the foods she received and said that she would most likely continue as a food service customer if we canceled her Full Service Protection Plan (FSPP)agreement which was the subject of her complaintFive Star has agreed to this resolution and will cancel her FSPP account effective immediatelyNeither *** *** nor Five Star shall have any further obligation to the other with regard to her FSPP account
I thank the Revdex.com for their role in resolving this matter and I thank *** *** for her willingness to take time to speak with me on several occasions so that we could come to a mutually agreeable resolutionWe look forward to continuing to serve her food service needs in the future

[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,
*** ***

Five Star takes great pride in providing excellent service. Most of our new customers are directly referred to us by our existing customers; they refer us to their friends, family, neighbors, etc. When we call a referral, we introduce our service and offer a free sample package so
they can taste the all natural quality difference of our meats. If there is interest, we coordinate delivery of their free sample package. If there is no interested, we don't continue calling. We take great pride in our company and appreciate our valued customer referrals, and last thing we'd want to do is to irritate a potential customer or our existing customer who gave the referrals. Furthermore, there is absolutely no reason for us to continue calling anyone who doesn't want to be called and for this reason, we also maintain an internal Do Not Call List. I've added Mr***'s number to our internal DNC list so he is not called again in the future. We are a very customer focused organization and I only wish Mr*** would have called us directly and made his request. We could have resolved his request easily and promptly as there was no need whatsover to file this complaint

On 5/23/16, I spoke to Mrs*** and agreed to cancel her Full Service Protection Plan account so long as she continued payments on a separate purchase for cutlery. She agreed and this has been done for Mrs***.I apologize to Mrs*** that her concerns were not addressed
earlier. I had last talked with her on 4/28/16. She advised that she would speak with her husband and contact me back. Unfortunately, I did not hear back until this complaint was filed. Nonetheless, I am pleased that this matter has been resolved for Mrs***

**and *** *** purchased a *** refrigerator on 11/4/2013. This purchase included a year warranty. This written warranty provides that Five Star Home Foods will, with minor exceptions, pay for the entire repair of any mechanical breakdown of the unit.
In this instance, *** *** contacted our office on 12/7/stating his refrigerator was not cooling. We immediately requested service with a *** authorized servicer, *** ***. The servicer determined that the unit needed a new evaporator fan motor. *** *** completed the repair on or about 12/21/15. Five Star paid the entire repair cost, $364.34, as provided in the warranty.While we appreciate that the *** would like a new refrigerator, Five Star has and will continue to honor our refrigerator warranty.We have left several voice messages on 12/and 12/to confirm with **and *** *** that the refrigerator is working properly

I spoke with **and *** *** today and reviewed with them that the billing in question was part of the agreed upon written installment plan for their order They advised that they no longer had a copy of their agreement This most likely contributed to the confusion regarding their
billing Nonetheless, we agreed to discontinue all future billing with the understanding that neither party would have any further obligation to the other Both **and *** *** both confirmed that this resolution satisfied their concerns I thank the Revdex.com for their role in assisting this customer

[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. I spoke to the Customer Service manager he was very polite & he apologized for their lack of response to the my calls. He also apologized for the misunderstanding as to my knowledge of the commitment required for the warranty for the freezer. I am now out of contract & he said I will no longer have fees taken out of my account for this. All is fixed and well now
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,
*** ***