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Business Profile

Convenience Store

Five Star Food Mart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

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

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Five Star Food Mart has 71 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 2 complaints 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:05/19/2025

      Type:Product 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 purchased Ethanol free gas at Five Star Marathon gas in Calvert City Ky for my large mower only to have diesel in it, it cost me $175.00 to get my mower repaired.

      Business Response

      Date: 05/28/2025

      I have attached email correspondence with the customer.  The customer was unable to provide a receipt for his purchase or even a date but states it could have been two months ago.  We researched fuel records from the location and found no issues, nor did we receive any additional complaints. 

      Customer Answer

      Date: 05/28/2025

       

      Complaint: ********



      I am rejecting this response because:



      Sincerely,



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

      I don't have receipts for proof of purchase.

      Business Response

      Date: 05/28/2025

      Without a date of purchase, we have no way to investigate the complaint further.  If we had a receipt, we could pull the transaction and view details of the purchase.  With the information the customer has provided, we have investigated as much as possible.  There were no additional complaints with the fuel, nor delivery issues at this location. 

      Customer Answer

      Date: 05/28/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******** 

      ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    • Initial Complaint

      Date:08/06/2024

      Type:Sales and Advertising 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.
      On Tuesday, Aug 6th, 2024 I bought 20 in gas and two packs of cigarettes. Five Star is purposely using false advertising. They advertise a deal in the store that ******** ****** **** are 5.30 per pack if you buy two. No where do they state that they require you to join their store service plan in order to get that price, and no where is another price shown for the cigarettes, nor does the cashiers inform you of a price difference. Instead, they just ring up a different price and don't say anything. They claim that there is fine print under the pricing, but it's purposely faded out and so small no one could ever read it. They are employing false advertising, baiting people into paying more without saying a single word or informing the customer in any way, shape, or form.

      Business Response

      Date: 08/08/2024

      The attached photo shows in-store pricing.  These signs are produced and required by our cigarette manufacturers.  The wording shows the price paid with the loyalty program.

    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Purchased premium gas at your gas station on Hinkleville road in Paducah Ky… the next day my car began acting up. I dropped it off at our local Mercedes ******** **** **** and they called the next to ask if I purchased fuel at this particular gas station bc they had several other cars that were brought in after purchasing premium fuel from this location.

    • Initial Complaint

      Date:09/27/2023

      Type:Billing 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.
      Sept 2, 2023, five star took out $125 from my debit card at the gas pump. They also took out for the purchased fuel; I did not make back to back transactions nor did I spend $125 at five star BP on Alben Barkley Dr, Paducah, Ky; they ripped me off. They got paid by my bank. How can they get away with theft but if a customer steals from them it's a crime? Was told manager does not answer the phone by a shift manager employee whom could not help me. Why do they get away with theft, aren't they making enough profit on gas as it is?

      Business Response

      Date: 10/02/2023

      Thank you for contacting us.  The $125 charge is likely a debit hold placed on your account by your bank/financial institution through whom the card is issued.  Debit holds are less likely to occur if the card is processed inside the store.  Attached is information that helps to explain the debit hold process.  The information is from BP but relates to all debit holds.

      I apologize for any inconvenience and hope you will continue to be a valued customer at FiveStar.

      Sincerely,

      ***** ** ***** Public Relations Manager

      Newcomb Oil Co./FiveStar

      Customer Answer

      Date: 10/04/2023

       

      Complaint: ********



      I am rejecting this response because:



      Sincerely,



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

    • Initial Complaint

      Date:08/04/2023

      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.
      Friday, July 21, 2023, I stopped at Five Star BP, 5020 Hinkleville Rd, Paducah, KY gas station to fill up with unleaded gas which cost me $50.01. After a quick stop across the street, my Honda Odyssey van broke down and would not run.

      After towing my broken down vehicle to my home town in Tennessee, my mechanic informed me that I had bad fuel, which was later discovered to be kerosene. My van has been in the shop for 2 weeks and is getting a new fuel line since the kerosene ruined the existing one.

      I have traveled all over the country and I have never encountered a situation like this. My mechanic has never seen this either. Refunding the cost of my gas and paying for my repairs would be the very LEAST this station could do. I have attempted to contact them directly with no luck. Since I am in another state, I can't stop by the store and speak to someone in person. I truly hope that no one person has had to suffer the same fate that I have by simply stopping to fill up with gas at this station. I will never take a simple fuel up for granted again.

      Business Response

      Date: 09/06/2023

      Please see attached.

      Customer Answer

      Date: 09/15/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that at least a response was made by the company.  I have been informed by the towing company in Paducah that this has happened at this specific gas station many times before, although it may not always be reported.  I would ask the gas station to make changes to their pumps to ensure that fuel handles do not dispense diesel into unleaded vehicles and to use the correct colored fuel dispensers so that similar incidents do not affect any other customers in the future.  

      Thank you to the BBB for your assistance and diligence on this matter.  




      Sincerely,



      ****** *****


      ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    • Initial Complaint

      Date:11/30/2022

      Type:Product 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.
      First this is about the fivestar at ** ***** **** ***** ********* ** ***** it wasnt an option to choose.
      This happened yesterday on the 29th of November around 4:30 PM. To make a long story short because it's easier to explain on the phone then typing us all out my husband stopped in to get gas I had $51.45 in my checking account and he had a little cash. After ringing him up for gas and cigarettes they decided that it was $56 some change. So my husband gave her the cash that I have will try do at this point he had already rained his card for the 5145 but she didn't put it in that way she just put it in as The regular amount so it's supposedly declined it. But she didn't decline it they pulled the money out of my account I even talk to my bank today and depends bank and she said no they took my money every penny that I had after about 30 minutes of back-and-forth made my husband leave without gas And he was on red and his light was on and he ran out going down the road trying to get to the next gas station and I had to have my parents cash at me money which was really embarrassing I even spoke to the person over the phone when I called in who was very rude when I tried to explain to her no I can see it on my bank you'll took it out of my account you took $51.45 for me but yet you wouldn't give him my cigarettes and you would not give him his gas that he had already paid for. I did talk to you The supposed general manager this morning who was very rude because I was trying to explain to him what happened and I asked him to let me finish my thought Then he decided that I was taking too long and wanted to try to interrupt me American times and then Said that it was no point talking to me that he would look into it. So pretty much all stole money for me is what I tried telling because they did that's theft if you take money from somebody and you don't give them the product that they're buying. I don't have enough to finish so please call me

      Business Response

      Date: 12/06/2022

      To Whom It May Concern,
       
      We have resolved the issue for ID # ******** with the customer as of today December 5, 2022.

      Thanks
      Newcomb Oil Co.

    Five Star Food Mart is NOT a BBB Accredited Business.

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