Five Star Disaster Services

To Five Star Customers: Five Star Disaster services received an after-hours emergency call on 3/22/for a water leak On call personnel responded promptly and began mitigation procedures Mitigation equipment was setup and the drying process started The following Monday the Five Star General Manger and Estimator met with our customer and discussed the process to complete the drying process and start the required repairs (sheetrock replacement, painting, carpet/pad, base boards, shelving, cabinets, counter tops, sub-floor, and hard wood floor) Five Star provided the replacement cost set by the insurance company to the customer and sent them to look for floor covering at Five Stars selected material provider Five Star has used the same floor covering business solely since 2007, this partnership helps Five Star provide timely repairs, and a high level of customer service Five Star ownership and Management Team works very hard to maintain our reputation of high quality workmanship and great customer service Unfortunately our customer did not find a comparable floor covering within their price range at our provider They found a floor covering at another store at a 30% discounted priceFive Star again checked to see if our floor covering provider could get the same product they had found at the other location They were able to get the same material but could not offer the 30% discount (would have been below their cost) We advised our customer they were welcome to purchase their material anywhere they would like, but Five Star’s policy would not allow us install the material provided by the customers flooring company Our customer really wanted us to install their product because they have seen our high quality work on another home We explained our company policy is in place to maintain our high level of customer satisfaction as well as uphold warranty and product guarantees for our customersAlthough they were upset with our decision, all other repairs besides the hardwood floor were completed in a professional and timely manner without complaint Five Star Disaster Services General Manager [redacted]

Dear Customer, Five Star Disaster services has been in contact with our customer and has resolved this complaint [redacted] ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The process in which *** *** is talking about was never in questionWhat is in question is their response to us when they were told that we were not going to use "Floors to Go" which was bought and owned by the same owner of Fiver Star Disaster Services*** *** told me this personallyWe did not end up getting the flooring with a 30% discount like he statedThey would not come down in price to even match the floor from where we got it fromThis is a answer to the Revdex.com complaintWarranty is not and was not an issueI was told they would only install from their owned store, "Floors to Go"The warranty claim that he is stating isn't true and I can even back that up from *** *** which Five Star Disaster Services has used in the past before they bought the flooring company "Floors to Go"What is truly going on here is a blatant racket by Five Star Disaster ServicesAs far as the flooring goes which we purchased, it was by Stonewood Flooring which "Floors to Go" carriedThe competitor that I purchased it from is able to by bigger shipments therefor getting a better price for me (the customer)I was told personally by *** ***, he said the owner would not come down on his pricingAs far as their policy goes to installing other stores flooring, we were never told thatNot one time were we told we could not by from another source or told that it was their policyThis is a racket being run by Five Star Disaster ServicesThe only reason I wanted them to do the rest of the work is because their motto is "We do it all from start to finish"! It never said, "We do it all only if you use Floors to Go"It doesn't say anywhere on their website that a person has to use "Floors to Go"I still think they they should advertise this wayOnce again, the process was never in question, the work that was done and completed was never in question.
Regards,
*** ***

To Five Star Customers: Five Star Disaster services received an after-hours emergency call on 3/22/15 for a water leak.  On call personnel responded promptly and began mitigation procedures.  Mitigation equipment was setup and the drying process started.  The following Monday the Five...

Star General Manger and Estimator met with our customer and discussed the process to complete the drying process and start the required repairs (sheetrock replacement, painting, carpet/pad, base boards, shelving, cabinets, counter tops, sub-floor, and hard wood floor).  Five Star provided the replacement cost set by the insurance company to the customer and sent them to look for floor covering at Five Stars selected material provider.  Five Star has used the same floor covering business solely since 2007, this partnership helps Five Star provide timely repairs, and a high level of customer service.  Five Star ownership and Management Team works very hard to maintain our reputation of high quality workmanship and great customer service.  Unfortunately our customer did not find a comparable floor covering within their price range at our provider.  They found a floor covering at another store at a 30% discounted price. Five Star again checked to see if our floor covering provider could get the same product they had found at the other location.  They were able to get the same material but could not offer the 30% discount (would have been below their cost).  We advised our customer they were welcome to purchase their material anywhere they would like, but Five Star’s policy would not allow us install the material provided by the customers flooring company.  Our customer really wanted us to install their product because they have seen our high quality work on another home.  We explained our company policy is in place to maintain our high level of customer satisfaction as well as uphold warranty and product guarantees for our customers. Although they were upset with our decision, all other repairs besides the hardwood floor were completed in a professional and timely manner without complaint.   Five Star Disaster Services General Manager [redacted]

Dear Customer, Five Star Disaster services has been in contact with our customer and has resolved this complaint. [redacted] ###-###-####