Five Star Home Foods, Incorporated

On 8/15/2015, I spoke with *** *** regarding her concerns. I reviewed our procedures of putting all agreements in writing and then verbally reviewing the payment terms prior to delivery of any product. While these procedures are in place to avoid any misunderstanding,
*** *** advises that she did not understand the agreement she signed and therefore wanted her agreement canceled. I agreed to honor her request and write off the full remaining balance of her account. We agreed that her account would be closed and that neither party will have any further obligation to the other

First, I want to apologize to *** *** that he received calls after he asked us to discontinue them. We strive to provide the very best customer service possible, which includes following up with customers by phone periodicallyHowever, all such calls should have been discontinued
when *** *** requested that we stop further follcontacts
We have coded *** ***'s account to "Inactive" status so that he will no longer receive follow up calls from Five Star Home Foods
Again, we apologize for any concern caused by our calls

On 1/20/15, the day I received his Revdex.com complaint,  I spoke to Mr. [redacted] 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. [redacted] 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. [redacted].
In addition, Mr. [redacted] 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 4 monthly food service installments over 8 months.  This lowered his monthly billing by approximately $100/mo.
Mr. [redacted] 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. [redacted] and his family for many years.

I spoke with [redacted] on both 8/4/14 and again on 8/11/14 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 $221.85 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.

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 $201.68 representing just half of the $403.35 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.

[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. 
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. [redacted]'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 to [redacted] on 12/15/15.  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.  We were able to come to a mutual agreement in resolving this issue.  Thank you.
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. [redacted]'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.

I called and spoke with customer, [redacted], on May 15, 2014, immediately upon receipt of her complaint.  We discussed her concerns and I took time to explain and clarify all the different benefits of the Full Service Protection Plan that she purchased.  She said that her family was...

generally happy with the food service and I reviewed that our goal is to earn her food service business long term.  By doing so, I reviewed how the Full Service Protection Plan is intended to lower her long term food costs while protecting her freezer.
To address her original concerns, I additionally offered $100 off her next food service order.  She stated that she wanted to discuss this with her husband and would get back to me within 1 week.   To date, I have not heard back from [redacted].  I have left two follow-up messages.  One on 5/21/14 and one today, 5/27/14.
I look forward to hearing back from [redacted] and hope to continue to serve her family.

**. and [redacted] purchased a [redacted] refrigerator on 11/4/2013.  This purchase included a 10 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 12/7/15 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 12/21/15.  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 warranty.
We have left several voice messages on 12/29 and 12/30 to confirm with **. and [redacted] that the refrigerator is working properly.

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.While 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]

Five Star Home Foods is a very customer service focused organization where our customers are our priority and customer relationships are very important. The very last thing we'd want to do is frustrate a potential customer with unwanted phone calls. If someone asks that we stop calling, our policy...

is to promptly honor their request.
I've attempted to contact Mr. [redacted] 3 times to gain a better understanding of the details of his concern. I 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.

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 [redacted]'s son) which resulted in past due notices being sent to [redacted].  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 3/12/15 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 [redacted], 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 5/23/16, 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 4/28/16.  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. [redacted].

On 1/28/16, [redacted] returned my call and we came to a mutually agreed resolution to his concerns. I shared that we want him to be 100% satisfied and hope that he will allow us to serve his family for many years.

Thought the business sound great until all the extras started being added. After a 3 hours presentation we were told we had to make a decision right then in order to get the promotion. We finalized everything and was told we would get a call to schedule and food will be delivered 1-3 weeks after that meeting. 3 weeks later I received a call saying they ran my credit and I didnt qualify and would have to pay over $2500 up front to stay on thw program. Never during those 3 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 account. This company is very shady the way they conduct business and I will NEVER recommend them to anyone!

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 [redacted]'s phone number is not in my calling database.  ...

[redacted] lives in [redacted], 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 [redacted]'s number and reached [redacted] in error.I have confirmed that [redacted]'s phone number is on our DNC list and he should not be receiving calls from our company.  The only exception would be if [redacted] 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 [redacted] for any inconvience.   We are a customer focused organization which seeks to provide outstanding customer service at all times.  Please assure [redacted] 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 [redacted].
Sincerely,
Bruce H[redacted]

[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]