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Business Profile

Flooring Contractors

Five Star Flooring USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Flooring Contractors.

Complaints

This profile includes complaints for Five Star Flooring USA's headquarters and its corporate-owned locations. To view all corporate locations, see

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Five Star Flooring USA has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had flooring installed at my home less than 1 year ago...the installation job was terrible. There was adhesive all over my freshly painted walls and damage to my freshly painted bathroom vanity. Aside from that, more recently a vinyl plank in my kitchen adjacent to the wall has shifted, created a very noticeable gap between it and the adjacent plank. I reached out to have the plank fixed, a gentleman called me back a few days later. After speaking with him he stated he needed to call me back to see what day he would be able to come make the repair. 1 week went by and I never heard anything so I called him back. The gentleman stated he no longer works for the company and I would have to call Mr. ******* I have called the store and left at least two voicemails about having the plank repaired but no one has returned my call. This place is a joke. The work quality performed by their subcontractors is horrible.

      Business Response

      Date: 09/24/2024

      Remediation is scheduled for this customer for next week.

    • Initial Complaint

      Date:03/13/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Five Star Flooring reached out to us after getting on a third party site looking for someone for floor repair. My floor was replaced on September 16th, 2022. I was informed that there was a lifetime warranty on the flooring products and a one year warranty on the work that was done. There were some minor things that needed to be done and the company had no problem coming out to address these issues. In March of 2023, I noticed a spot bulging in my kitchen and contacted the company. I contacted them again in May 2023, and someone came out to inspect the issue in July of 2023. The gentleman who came in July 2023 said it would absolutely need plywood, but said they would have to come back with the materials to fix it. Someone came back out in September 2023 and brought some more vinyl and plywood, but only laid the vinyl and kept the plywood. The floor was never properly fixed and the company was notified. In October 2023, I advised the company that the floor was still an issue and the company advised someone would be out in two weeks and if not, to call back. In the latter part of October 2023, I contacted the company again and was informed they've been very busy and was asked about what was done during the visit in September 2023. I explained that the floor needed plywood but it was never placed down and was informed that we may be responsible for the cost of plywood. The first part of December 2023, I yet again reached out to the company and informed them of the issue at hand and once again had to explain the issue and what had not been done. I was informed that due to the holidays they were very busy but would address the issue after the new year (2024). I have yet to have any contact with the company in the new year. My flooring issue that consisted of one place has grown to three, which the company was informed of in 2023. The vinyl is now peeling, revealing sharp edges and there has since been an ankle injury specifically related to the flooring issue.

      Business Response

      Date: 05/13/2024

      We have order new materials and are going to replace customers ******************** asap!

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had 5 Star Flooring from ******, ** install some vinyl planking in one of my rooms. It only covered about 1/5 of our living room floor and I paid $1250 for that. The installer did not allow any space for expansion so now the floor is buckled in an area about 8 feet long by about 8 inches wide and an inch high. The work and material is under warranty and I have called the company several times to get it repaired. They sent the installer out to my home about 3 weeks ago to assess the issue and he agreed that it was under warranty and they would repair it. 2 weeks ago I spoke with either *** or ***** (I don't remember which one) and asked them when they were going to fix my floor, he told me they were backed up for at least 3 months because they had all these high dollar big jobs lined up and they didn't know when they could get to it. After some discussion, he offered to pay for an outside contractor to fix it so when I agreed I asked him to send me an email confirming that they would pay for the work. He told me he would send me the confirmation that evening. I waited 3 days for the email but have never received it. It has now been over a week and I still have not received it. They will not honor their warranty and will not send the email to me as promised. I paid them for a job they didn't do correctly and since there is no money in warranty work they won't cut someone loose to fix it and obviously they really don't want to pay someone else to fix it. They didn't have any problem with my money so I shouldn't have any problem with what I paid for.

    Five Star Flooring USA is NOT a BBB Accredited Business.

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