Five Star Home Foods, Incorporated

Five Star Food is fine but the secrecy behind the price of the food is not. They somehow come up with a monthly charge but will never let you know what you are paying for the actual item. Why not? Is it because you may find out that the cost of food is triple what you would pay at a grocery store? Wish they would just be honest and tell me the prices for the food. Is that too much to ask?

Ask you Five Star Food Representative what the cost of the food items and see what happens. They somehow come up with a monthly price for your food service but do not ever let you know what the cost of the food items are. This is amazing to me. I should know that if I want to order 36 chicken thighs, these thighs will cost me a specific amount of money. But no, they will not tell you what they cost. Why not? Seem strange to me. Ask them what the prices are, you have a right to know.

Thought the business sound great until all the extras started being addedAfter a hours presentation we were told we had to make a decision right then in order to get the promotionWe finalized everything and was told we would get a call to schedule and food will be delivered 1-weeks after that meetingweeks later I received a call saying they ran my credit and I didnt qualify and would have to pay over $up front to stay on thw programNever during those hours were we given time to discuss it or we were never told our credit report were gonna be run, especially since we paid up front and it was to be direct withdrawl feom our accountThis company is very shady the way they conduct business and I will NEVER recommend them to anyone!

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

I spoke with [redacted] on both 8/4/and again on 8/11/to address his concerns I reviewed all the benefits of his Full Service Protection Plan (FSPP) account, including the 15% discount ($221.85) he received on his first food order Through our conversation, [redacted] shared that he had recently changed jobs resulting in a lower income and that, as a result, he and his wife did not wish to continue with the food service at this time After much discussion surrounding options to lower his food service cost, [redacted] still wished to cancel his FSPP He agreed to repay the $discount received as a benefit of the Full Service Protection Plan with Five Star agreeing to write off all remaining installments due on the FSPP account I appreciate the opportunity to service [redacted] and his wife and hope that they will resume their food service with Five Star Home Foods as soon they are able

**and [redacted] purchased a [redacted] refrigerator on 11/4/ 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, [redacted] contacted our office on 12/7/stating his refrigerator was not cooling We immediately requested service with a [redacted] authorized servicer, [redacted] The servicer determined that the unit needed a new evaporator fan motor [redacted] completed the repair on or about 12/21/ Five Star paid the entire repair cost, $364.34, as provided in the warranty.While we appreciate that the [redacted] would like a new refrigerator, Five Star has and will continue to honor our refrigerator warrantyWe have left several voice messages on 12/and 12/to confirm with **and [redacted] that the refrigerator is working properly

On 4/14/15, I spoke by telephone with our customer, [redacted] I advised that his son, [redacted] , had file a Revdex.com complaint [redacted] seemed surprised He advised that he was very happy with our products, but advised that "his son no longer wanted him to have the food service." Payments to Five Star Home Foods had been stopped (possibly by ***'s son) which resulted in past due notices being sent to *** I asked Ron if he ever called Five Star Home Foods to address the notices or to request that his account be canceled and he replied he had not I informed him that, to protect his privacy, we require that any request to cancel an account come directly from him, the customer I also advised that our records show we sent copies of his contracts to his home address on 3/12/as requested [redacted] thanked me for my time to reach out to him and I, in turn, thanked him for his past business I then informed [redacted] that in order to avoid conflict between him and his son ***, Five Star Home Foods has agreed to write off his remaining account balance with neither party having any further obligation to the other He was very appreciative that the matter was resolved

Five Star Home Foods is a very customer service focused organization where our customers are our priority and customer relationships are very importantThe very last thing we'd want to do is frustrate a potential customer with unwanted phone callsIf someone asks that we stop calling, our policy is to promptly honor their request I've attempted to contact Mr [redacted] times to gain a better understanding of the details of his concernI have not received his reply, but I have placed Mr [redacted] on our DNC list and I certainly invite him to contact me directly at any time

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 meWhile I don't necessarily agree with all of the comments made by the company in question I do agree with their proposal to "write off his remaining balance with neither party having any further obligation to the other." As long as the company follows thru with this I am satisfied Regards, [redacted]

On 2/3/15, I spoke to Mr. and Mrs. [redacted] by telephone. I reminded Mr. [redacted] that after I had agreed to lower his monthly food billing on 1/20/15, I emailed him on 1/21/15 inviting him to call me if he wished to discuss his Full Service Protection Plan (FSPP) account further. I believe in open communication and invited communication. I did, however, ask that he call me and not just email me so that I could fully understand and address his concerns. As a matter of final resolution and to provide further financial relief after Mr. ***'s job loss, I agreed to write off the remaining balance of their FSPP account effective immediately. Both Mr. and Mrs. [redacted] stated that this resolution fully satisfied their concerns.

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***

Thank you for bringing this matter to my attention. Since the enactment of the Do Not Call Registry, we have taken great care to be certain we are in compliance.After a careful investigation, I have determined that *** ***'s phone number is not in my calling database. ***
*** lives in ***, DE, and this is a very popular area for our service and we have many existing customers there. I can only conclude that my representative mis-dialed a similar phone number as *** ***'s number and reached *** *** in error.I have confirmed that *** ***'s phone number is on our DNC list and he should not be receiving calls from our company. The only exception would be if *** *** fills out a drawing form at one of the many local events that we attend in the future. (such as home shows or health and wellness events where Five Star is a vendor) In that case, he would be giving us his express permission to contact him by phone.Please express our sincerest apologies to *** *** for any inconvience. We are a customer focused organization which seeks to provide outstanding customer service at all times. Please assure *** *** that we work vigorously to comply with the DNC list. Please do not hesitate to contact me if I can be of any further assistance to you or *** ***.Sincerely,Bruce H***

[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.
Dear Revdex.com,
I am writing to advise you that Five Star Home Foods has contacted us and has resolved our complaint to our satisfactionThey are releasing us from our a month obligation under the freezer warranty contractThey advised that even though we signed the contract, their investigation revealed that their salesman had indeed verbally advised us that we would not be held to this contract if we decided not to purchase more food from themThey told us that their salesman was misinformed, however, they are honoring his verbal promise to us
Thank you so much for your help in this matterWe are completely satisfied
*** and *** ***
Regards,
*** ***

On 4/14/15, I spoke by telephone with our customer, *** *** ***. I advised that his son, *** ***, had file a Revdex.com complaint.
*** seemed surprised. He advised that he was very happy with our products, but advised that "his son no longer wanted him
to have the food service." Payments to Five Star Home Foods had been stopped (possibly by ***'s son) which resulted in past due notices being sent to ***. I asked Ron if he ever called Five Star Home Foods to address the notices or to request that his account be canceled and he replied he had not. I informed him that, to protect his privacy, we require that any request to cancel an account come directly from him, the customer. I also advised that our records show we sent copies of his contracts to his home address on 3/12/as requested
*** thanked me for my time to reach out to him and I, in turn, thanked him for his past business. I then informed *** that in order to avoid conflict between him and his son ***, Five Star Home Foods has agreed to write off his remaining account balance with neither party having any further obligation to the other. He was very appreciative that the matter was resolved

On 5/30/14, I spoke with *** *** to address her concerns. I reviewed her agreements with Five Star Home Foods as well as the benefits of the Full Service Protection Plan(FSPP) that was the subject of her complaint
Specifically, I reviewed that she was entitled to a
lifetime 25% discount on her foods as a benefit of the FSPP. Under this benefit alone, I reviewed that she had saved $off her first food order, which was more than she had paid toward the FSPP to date
We discussed continuing with the food service and addressed options regarding her concern over having enough freezer space. I offered to apply all payments she has made toward her FSPP toward the purchase of any freezer if she wished to continue the food service
Alternatively, I offered to cancel all remaining payments due on the FSPP if she were to repay the $food discount she had received as a benefit of the plan
*** advised that she appreciated my call and appreciated the options that I presented to her to address her concerns. She agreed to consider which option is best for her and to call me back on Monday, 6/2/

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, pending removal of future monthly ACH charges for the protection plan
Regards,
*** ***

In response to *** ***'s concerns, we spoke by telephone last week and again on 1/12/15. As stated in his complaint, he moved to North Carolina due to a military job transfer and wanted to continue his food service there as he really enjoyed the quality of Five Star Home
Foods's products. The issue was that his freezer space was limited to his cubic foot chest freezer. In order to ship orders outside our delivery area, we utilize a nationally recognized frozen food delivery service. Because of their cost structure, they charge the same amount to ship pounds as they charge to ship pounds of frozen product. In order for Five Star to pay the entire shipping cost, it is necessary to ship a larger quantity that would fit in *** ***'s cubic foot freezer
To address this concern, *** *** has agreed to purchase a larger freezer and Five Star has agreed to pay $toward this upgraded freezer. By then having adequate freezer space, Five Star will be able to ship *** ***'s foods to him at the same price as if he were in our delivery area with no additional shipping charge
In addition, Five Star has agreed to transfer the coverage *** *** purchased on his cubic foot chest freezer to the new larger freezer so that he will have all the benefits of the Full Service Protection Plan he previously purchased, including 100% food spoilage coverage of his Five Star foods
I believe the above solution provides a win-win resolution of *** ***'s concerns. *** *** is receiving $toward a new freezer and will receive his orders without any additional shipping cost. Five Star will continue to be able to serve *** *** and his family in North Carolina and should be able to serve them anywhere in the continental United States should he be transferred again

I spoke with *** on July 16th and 17th and agreed to cancel her full service protection plan as requested. She will continue to pay for the foods that were delivered
We discussed the events leading to ***'s complaint with the Revdex.com. It appears that her
sales representative was not as responsive as he should have been when they contacted him by phone. I apologized and invited her to reach me directly should she have any customer concerns in the future
We appreciate the opportunity to be of service to **and *** and hope that we may continue to serve them in the future

On 1/20/15, the day I received his Revdex.com complaint, I spoke to Mr*** to address his concerns. I explained that I had not received his emails and had therefore not been aware of his concern. I did apologize, however, as I can understand that this would cause frustration if he
had not received a response
Upon further discussion, I learned that Mr*** had not been present when his wife first contracted for our service on 11/18/13, nor was he present when she placed a subsequent reorder on 10/3//14. As a result, he was not familiar with the terms of the order nor the benefits of the Full Service Protection Program (FSPP) she had purchased. I was pleased to have the opportunity to review same in detail with Mr***
In addition, Mr*** explained that, due to a recent unfortunate job loss, he needed to lower his monthly expenses. To address this concern, I agreed to extend his remaining monthly food service installments over months. This lowered his monthly billing by approximately $100/mo
Mr*** commented that he enjoys the foods he receives from Five Star Home Foods and I hope that we will be able to continue to serve Mr*** and his family for many years

[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 do want to add that there was no confusion on my part regarding what was presented to me during the initial sales presentation It was clearly stated that I was able to end my services after the first six months of being a customer I am pleased that we have been able to come to an understanding that my services are cancelled with the company and that there are no further obligations Thank you to the Revdex.com for your assistance in this matter
Regards,
*** ***