Ellingsen-Paxton Orthodontics

[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, J [redacted] B***

k [redacted] - We are trying to resolve this issue with Five Star, but, they have not satisfied our complaint They have neglected to file the correct paperwork to get our claim with Duke Energy processed and now they are wanting to come back with an offer of 1/of the rebate for their negligence They are also not holding up to their guarantee of 60% energy savings with the implementation of the solar panelsWe have spent $52,with this company in the last year and we do not feel they are satisfactorily standing behind their contractural guaranteesSincerely,L [redacted] G***

Revdex.com:
I would like my complaint ID# ***, to be heard by an Arbitrator, please send necessarry documents
Regards,
G*** G***

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 Thanks for your professional mediation
Regards,
*** ***

Five Star PHC is very sorry for the problems you have had.  After working with the owner of our business, we had decided to change the equipment that was installed from a 3 ton unit to a 4 tond unit.  Sorry for your inconvenience.  T[redacted] S[redacted]VP / GM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Five Star has not made any offer to resolve the complaint.  We have a written contract that states the rebates we would be receiving and the sales rep wrote them on the contract stating that if the rebates did not go through for any reason the owner would cut us a company check for the total amount of the rebate.  It is not any fault of ours that we did not receive these rebates.  The employees at Five Star did not properly file the rebates therefore we did not receive the $5,505.00 that is due to us.  They were paid our $50,650.00 with good faith that they would follow through on all of their contractual guarantees.  The energy savings guarantee of 60% savings when doing all of the suggested work is also not up to our satisfaction as we are seeing a $50 savings per month on an avg $250 bill.  They have a 100% Buy Back Guarantee....We would like to schedule that BUY BACK Guarantee.  We are not at all satisfied!
Regards,
G[redacted]

Mr. G[redacted], I am sorry that the service and the job that was supplied to you has not made you 100% happy.  We have worked very diligently in order for you to receive the Duke Energy Rebates that were available.  We understand why you are upset.  It is frustrating to Five Star,...

that Duke Energy is not providing the rebates that they were supposed to provide.  As big of a Duke Energy supporter as Five Star is, we are very much upset that they have not provided the rebates that they were advertising, when we sold you this job. Mr. G[redacted], Five Star will be diligently working to support the job and warranties we provided you.  However, I do not think Duke Energy is going to provide you with the rebates they were providing while we performed the job on your home. Best Regards,T[redacted]VP / GM Operations ..

We understand Mr. G[redacted]'s problems.  We have been communicating with him.  Our goal is to give him satisfaction for the work we've provided for him.  As soon as we have achieved our goal, we will respond again to the Revdex.com.  T[redacted]VP / GM Operations

[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,
J[redacted] B[redacted]

We took a service call for [redacted] on 10-19-15. Our
customer service representative had a phone conversation with Mrs. [redacted] when
she called us for a plumbing issue.  We record all incoming and outbound phone calls at Five Star.  We reviewed all phone calls with this...

customer.   In the phone conversation Mrs. [redacted] was instructed
that we have a dispatch fee that covers travel time for our service technicians
as well as the time that it takes to diagnose our customer’s issues.  At
no point was Mrs. [redacted] told that that fee would be applied, credited, discounted
or removed from her bill.  Upon confirming the service call Mr. and Mrs.
[redacted] were told that our technician would be available after 12:00 pm on October 20, 2015.  They both said that would be fine as long as our technician was
onsite before 4:00 pm.  Our technician was at their house at 12:03 pm on October 20, 2015.  Mrs. [redacted] did not pay a dispatch fee on this visit.  However she did
pay us a dispatch fee of $59 on June 4, 2012 and a dispatch fee of $59 on July 7, 2014
with no complaints.  This being our 3rd visit to their home
they understood the dispatch fee on two previous occasions.  There is no
collection issue for this complaint.  We have chosen to forgive the $69
obligation she made with us over the phone.  In her complaint Mrs. [redacted]
asked for a refund for a dispatch fee in the amount of $69 which she has not payed to Five Star.  Our CSR’s communicated with Mrs. [redacted] in the
areas in which they specialize which is customer service at its
finest.  Never do they attempt or will we ever train them to attempt to diagnose or price something over the phone.  That portion of a service call is left the the technician who is sent to the home.  Our licensed plumber did everything he possibly could by
providing options to help this customer in every way known.  I am troubled
as to what else could have been done to better serve this customer. Everyone
who communicated with Mrs. [redacted] made every effort to help her.

k[redacted] - We are trying to resolve this issue with Five Star, but, they have not satisfied our complaint.  They have neglected to file the correct paperwork to get our claim with Duke Energy processed and now they are wanting to come back with an offer of 1/2 of the rebate for their negligence.  They are also not holding up to their guarantee of 60% energy savings with the implementation of the solar panels. We have spent $52,000 with this company in the last year and we do not feel they are satisfactorily standing behind their contractural guarantees. Sincerely,L[redacted]