Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the customer service number to get my points transferred from one email account to another. Both having the same marjam0005...one ending in ******* (which is the old one) to my new one ending in *****. I was told by the representative to delete my old acct and fill out the deletion form, of which I've done. I was told it would take 2 days to transfer over. 2 days later, my points were. Ot transferred, so i called again. Another representative told me it would take up to a week, and to call back if it hasn't transferred. It has not, and it's been over a week. I have over 56, 000 points, which I have accumulated that they said would transfer. They will not let me talk to a manager or supervisor over customer service. Nor will they give me the number to their IT department so I can remove this matter. These points have accumulated over years, and I dont want to lose them. I was told I wouldn't lose them, yet I'm not getting a resolution

  Business Response

  Date: 10/13/2023

  Hello,

  My name is *********************, I work for **********************************  We do not remember this issue but can explore a resolution.  Can you provide a name of the guest with the complainant?

  Thank you,

  **********;

  Business Response

  Date: 10/17/2023

  *********************	9:33 AM (6 minutes ago)
  tome

  Hello,

   

  Below is the follow up email I sent to *******, I also sent her a text message.

   

  Thank you for your help in this resolution.

   

  *****

   

  I have attached the complaint.

   

  ID#********

   

  Abeers restaurant: (Address)

  *******************************************************************

   

  ************************QWgPbW9JqrvUhtCPA

   

  ************************************.com/menu?service-mode=TAKEOUT&store-number=602

   

   

  From: *********************
  Sent: Tuesday, October 17, 2023 9:17 AM
  To: ***************************** <********************>
  Subject: RE: [External] Re: Points Transfer Resolutions

   

  Hello,

   

  I want to confirm this is your home restaurant?  ************** associated with your account.

   

  Firehouse Subs: Valparaiso Walk

  71 *******************. Valpariso, **. 46383

   

   

   

  ************************************.com/menu?service-mode=TAKEOUT&store-number=1282

   

  ************************qpTGm6WMsbf5j7sE8

   

   

  From: ***************************** <********************>
  Sent: Monday, October 16, 2023 5:52 PM
  To: ********************* <************************************************>
  Subject: [External] Re: Points Transfer Resolutions

   

  Good afternoon. I have not received the points that I had on my hotmail acct, which was ******. I've tried calling and leaving emails regarding this matter. I was told that my points would be on within 2 days, and I'm only showing *****

  ZjQcmQRYFpfptBannerStart

  Warning: This email originated outside of RBI and its associated brands Do not click any links or open any attachments contained in this message unless you recognize the sender and can confirm the content is safe.

  ZjQcmQRYFpfptBannerEnd

  Good afternoon. I have not received the points that I had on my hotmail acct, which was ******. I've tried calling and leaving emails regarding this matter. I was told that my points would be on within 2 days, and I'm only showing ***** points, well below what I had. Attached is the email from your representative, showing my points. 

   

  On Fri, Oct 13, 2023, 12:17 PM ********************* <************************************************> wrote:

  Hello,

   

  My name is *********************, I work for ********************************* at Firehouse Subs at Firehouse Subs ********. ************************************.com/menu?service-mode=TAKEOUT&store-number=602

   

  ***** asked me to follow up regarding the Points transfer.  Please feel free to give me a call to discuss.

   

  Thank you,

   

  *****

   

   

  ***** Pesti

  Manager

  Firehouse Subs

  ************************************************

  **************

  Customer Answer

  Date: 10/17/2023

  Yes, this would be my home firehouse subs address

   

  Business Response

  Date: 11/05/2023

  I am the franchisee for this location. The app is handled on the corporate level, I have no authority to add or remove points from any customer. I do not have access to make any changes to the app. I have sent this complaint to the levels above me for resolution and will follow up on the issue but that is all I can do. 

  Customer Answer

  Date: 11/06/2023

  I called the customer service number and spoke with their representative who told me that i could change my email address and my points would transfer after 14 days. I've been going back and forth with them since September, and no resolution. I've done what they told me, but they have not transferred my points

  Customer Answer

  Date: 11/06/2023

   I am rejecting this response because:
  
  I've been trying to contact corporate to no avail. What is the number for corporate so that I can have to BBB contact them, because I've been  getting the run around since September 

  Business Response

  Date: 11/25/2023

  This is a corporate issue, I have forwarded her complaint along to IT,  app department and guest services. I am a franchisee and do not have the ability to transfer points or help in any way possible on this issue other than forwarding it to the appropriate people. I have reached out to see if they have rectified the issue and I have not had a response. I do not have the ability to fix her issue and her issue is with Firehouse corporate.