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:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  10-11-2024. SHOWER INSTALLED. NEED REPAIR. UNDER WARRENTY. DO NOT GET A RETURN CALL AFTER LEAVING MESSAGES FOR A WEEK

  

  Business Response

  Date: 06/11/2025

  All issues have been resolved for the customer, we completed the repairs on 6/4/25

  Customer Answer

  Date: 06/11/2025

  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. 

  FIVE STAR SENT A REPAIR PERSON. TOOK LONG ENOUGH. *************. THANK YOU FOR YOUR HELP.
  Regards,
  
  ******** * *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/11/2024

  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.

  11/22/23 Kody gave me a $14,400 estimate to remove my old tub, expand the wall into the closet to fit a jacuzzi tub, put wall back up and a new ceiling. I told him I would think about it. On 1/30/24 he came back saying that a jacuzzi promotion is about to end. Feeling pressured to get the $1,000 I signed the finance agreement however they have not been able to give me a copy of what I signed despite me asking numerous times.
  
  They said ordering materials could take 8-12 weeks. On 2/9/24 I messaged Kody saying I haven’t heard from the scheduling. Then 2/12/24 he responded saying that it is currently taking 10-12 weeks to get materials from the warehouse and I would hear from production in 8-10 weeks to schedule.
  
  On 4/19/24 I messaged Kody inquiring about canceling as I haven't heard anything about scheduling and I started reading reviews, realizing they are a 1.4 star company with numerous complaints not 5 star like they advertise. 4/20/24 Kody said that they don’t use real Jacuzzi’s, just a jetted tub. He said I had 3 days to cancel otherwise I must pay 1/3 the cost ($4800). He said he would check with his boss on 4/23/24 but they said the same thing. I don’t recall seeing or hearing anything about that and requested the signed paperwork with their policy. They supposedly ordered the materials over 10 weeks ago, but they had not arrived yet to even schedule a date. James said he would send me the finance contract I signed, but I still do not have it anywhere.
  
  5/23/24 I told Kody that nobody has called to say the materials are in or to schedule a date and I still don’t have a copy of the financial agreement. Here it is 6/11/24, and I am getting very frustrated about this and just want to go with someone else that is actually going to give me a Jacuzzi tub like I requested in a timely manner before summer.

  

  Business Response

  Date: 07/16/2024

  Response taken by phone:  We are an exclusive dealer for Jacuzzi and do not use other products.  There is still a delay from Jacuzzi that is beyond our control.  I extended an offer of $1000 off of the project or she will have to pay 75% of the project total as stated in the terms and conditions of the contract.  We have sent all this to the customer on 7/10 and have heard back.

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They still can not give me a project date after 6 months nor do I see anywhere that it says I would have to pay 75% for them not doing anything. I still haven’t received any paperwork about the financing company which they gave my social security number to.

  Regards,

  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Five star improvements wants me to sign a non disclosure agreement which I believe goes against my freedom of speech. I will promise them that the following is all that I will say about what has happened but I feel like others should be aware so they can read the fine print and make educated decisions. Please send this to them and let me know what they say. I will also be asking for a receipt or proof when I pay them $2,500. 
  “I signed a contract for $14,400 with five star improvements January 31, 2024. They said it takes 8-12 weeks to get materials but by April 19, I had not heard anything so I asked what could be done to cancel because my tub is leaking and needs to be fixed. The first guy told me I could pay 1/3 of the project to get out of it. I asked to see where I agreed to that because I did not want to pay $4,800 for nothing! A different person sent a blurry copy of the terms which says “owner agrees to pay contractor damages for such a breach”. This is when I got a different number saying I would owe 75% of the contract to get out. I started asking for advice and worked with the Better Buisness Bureau. On July 9, 2024 I got to speak to the owner Ross who said they switched companies and it was taking longer than expected to get the parts but Jaccuzzi would give me a $1,000 credit if I let five star do the project. At that point I had waited 22 weeks and didn’t have a work date because materials had not arrived. In September we came to an agreement and I paid them $2,500 to get out of the contract.”
  
  Sincerely,
  ****** *****
  
  
  
  
  

• Initial Complaint

  Date:08/21/2023

  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 had a sliding glass door installed and it has leaked from the beginning. I contacted Anthony on multiple occasions. He came out to look and then stopped returning my texts. I tried for 6 months to get it resolved. I called and no one responded. I contacted another contractor and I was told it was not installed correctly. I want the leak fixed.

  

  Business Response

  Date: 08/25/2023

  We have an appointment set for Sept 6th at 10am to look at the leak and resolve the issue for the customer. The last call in to the office on Aug 2 was missed and not communicated correctly, we have made admin aware that this can not happen.

• Initial Complaint

  Date:12/18/2022

  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.

  A contract with Five Star Improvements was signed on 1/12/2022 to re-deck our porch. We paid 1/3 of the $13,000.00 dollar total on that date. The uploaded document lists the Improvements. A start date of July was proposed. On July 1, we were told to remove our furniture from the space. No work was performed until mid September. The Improvements that they completed, had to be ripped out and redone because of unacceptable results that were acknowledged by 5 Star. There were weeks of time that passed without any work being completed. During these gaps we had no communication initiated by 5 Star. We repeatedly requested by email and phone, that partially completed work be finished so there wouldn't be safety concerns on the porch. At this point management is not responding to our emails. We are incurring winter damage to an unfinished project. No work or communication has occurred in the last month. This was supposed to be a one week job that should have started in July.
  For resolution, we want repair and replacement of inferior work and completion of the project as soon as possible.

  

  Business Response

  Date: 01/06/2023

  BBB spoke to Ross at the business and the following was relayed:

  The customer's material is all here. We are going to the customer's on Monday and Tuesday, next week, and this will be completed.

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 7/13/22 I signed a contract with Five Star to complete a gate installation project for my fence. The company withdrew $1512.00 which is the full price for the project. I was told that the project was estimated to be completed in 10-12 weeks. After several attempts to contact the company I was never given a definite date of completion. I asked for a full refund on 10/14/22 and was told that this would be handled by billing. I have yet to receive a call, email or refund of $1512.
  
  Thank you for looking into this.
  
  ******

  

  Business Response

  Date: 10/27/2022

  A refund has been issued, the home owner should see if in a few days

  Customer Answer

  Date: 11/02/2022

  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.  
  
  Regards, 
  
  ****** **** 

• Initial Complaint

  Date:10/16/2022

  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.

  Signed contract with company in October 2021, for $105K to renovate my 1890 Victorian house. Paid $35K at signing and another $35K in March 2022. FiveStar has done almost none of the required work on the house in the past twelve months, leaving much of the work never started or incomplete; and the work they have done has been not to code and/or not as depicted in the architectural diagram, and much of it had to be redone; They also did not obtain required electrical and plumbing permits. For HVAC, they were required to reroute ductwork — they subcontracted with a company that put supply ducts in the wrong places and added no returns. Upon pointing out they needed to add returns, they claimed returns aren’t needed. Company ordered windows in wrong color; 12 of the windows are missing; the windows they did replace they never actually installed, they are just placed in the openings without attaching the windows. All the trim around every window needs to be replaced because they ordered wrong color windows, also ordered 4 rectangular windows for round spaces in tower; also ordered double windows to replace a picture window space without asking owner if ok. Threw away door jambs that owner requested be saved and reused. Did not finish installing stairway, it’s raw lumber instead of stained and sealed wood, also did not install railings. Did not complete rough plumbing — failed to install gas lines to kitchen range and dryer, and did not install two shower pans/liners; did not install proper venting for rough plumbing; rough plumbing in master bath had to be completely redone: shower drain was reversing on itself; shower water supply pipes were crimped; toilet drain was installed where shower will be; 5Star refused to fix mistakes. Broke cast iron scrollwork heater vents. Flooded basement because of negligence. Did negligent demo in bedroom causing ceiling to sag and start to collapse; did not reroute electrical wiring, outlets, and switches, and haven’t provided credit.

  

  Business Response

  Date: 10/25/2022

  BBB spoke to Ross at business and the following was relayed: We have come up with two options in order to try and resolve the situation. The first option is for us to finish the contract, which is only the windows left to do, for the remaining $15,000. The second option is that we mutually agree to cancel the contract. We will provide the customer with the windows that were ordered and she can have someone else install. We would also request the customer withdraw any social media posts and we sign a mutual consent form.

  Customer Answer

  Date: 01/02/2023

  I will agree to payment from FiveStar Improvements of $30,000 plus provision and installation of the remaining (10) windows they are contractually obligated to provide (contract specified replacing "all windows". The $30,000 is to cover the following: actual installation of the windows they already provided but never properly installed (did not screw in windows nor provide stops); replacement and installation of the window trim and molding FiveStar promised (in writing) to provide and install because they ordered the wrong color of windows (medium oak vs the dark oak as specified in the contract); the remaining rough plumbing they were contractually obligated to do (two shower pans/liners; gas lines to range and dryer; new shut-offs, p-traps, and air admittance valves, as specified in contract; contract specified "Rough in New Plumbing for Laundry Room; Kitchen; and bathrooms) and redo the rough plumbing they incompetently did (all plumbing for master bath had to be redone because shower drain reversed on itself, toilet drain was in shower, and shower faucet supply lines were crimped behind wall; all rough plumbing venting had to be redone); addition of 4 hvac supply vents and 4 hvac return vents (contract specified "Demo Electrical & HVAC that are inside existing inside walls and re- route"); repair damage to dining room ceiling they caused when installing a beam in kitchen; movement of plumbing stack, hvac duct, and post in kitchen in back of studs so drywall could be installed, in violation of specs in architectural plan; replace special-order french doors that could not be installed because they inserted a post in kitchen in wrong location (not according to architectural plan); redo doorway framing for 12 interior doorways they framed incorrectly (not according to dimensions specified in architectural plan, and as needed for reusing original interior doors, as directed; contract specified "All Framing and beam sizes will be according to prints"); repair random holes in walls their unsupervised, unskilled and sometimes intoxicated laborers did during demo; replace the 7 doorjambs, frames and door hardware and 3 doors they threw away during demo; complete installation of rear stairway including bracing, capping, blocking, and staining/refinishing; pay for the electrical permit they were supposed to pull but never did (the city framing and electrical inspectors insist FiveStar was obligated to pull an electrical permit because of demo of wiring and fixtures -- electrical inspector had RG&E end electrical service to house in May 2022 because of FiveStar's failure to obtain electrical permit); move/redo wiring and fixtures required by demo and framing (contract specified "Demo Electrical & HVAC that are inside existing inside walls and re- route"); replace removal and damage of siding at exterior rear of house and rear right side caused by their removal of upper and lower decks, removal of rear upper door, and removal of right rear window; repair holes in floor on 1st & 2nd floors they caused during demo; have hvac ducts professionally cleaned required by FiveStar's failure to cover hvac vents during demo; replace furnace that FiveStar took apart and left in pieces on basement floor for more than 6 months, then it was ruined by flooding in basement caused by FiveStar's removal of downspouts from wastewater drains before rainstorms.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 had an original discussion with a representative, Frank, of Five Star, when he bid on a siding project for my house I was pricing. During the inspection I pointed out a window I had purchased from Five Star back in2012 or 2013. The seal had broken and there was a film covering the inside of the window. Frank said he would assist with trying to replace it.
  I did not give the bid to Five star for my siding project, and therefore have not heard from them about the window.
  I have left numerous messages over the summer asking for a rep to help with the window issue. I spoke with Sheila C********* several times. On one occasion she told me Frank was on the phone and he would call me right back. He did not. I did receive a message from a Ross M****** who was with Five Star. I was not in my office at the time. I called him back several times, again, with no response, again, leaving messages with Sheila C********* or with voice-mail. This has gone on throughout the summer.
  I just want the window replaced.

  

  Business Response

  Date: 10/25/2022

  BBB spoke to Ross at business and the following was relayed: We have come to an agreement to resolve with the customer. 

  Customer Answer

  Date: 11/03/2022

  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.  BBB spoke to the customer and the following was relayed: The business did repair and replace the window on Tuesday at no charge to me. 
  
  Regards, 
  
  ******* ******* 

• Initial Complaint

  Date:08/15/2022

  Type:Order 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.

  Signed contract on December 1, 2021 to have my house sided. I ordered midnight blue siding with white trim and tan accents. I was told job would be started in April 2022. I called in late April 2022 and was told that the siding was not ordered until March 2022 and that the delivery date was unknown. The siding came in the end of June 2022 and was dropped off with no notice or consideration on if I needed the space in my yard to celebrate the fourth of July. Once demolition started, the team was very careless and left my yard looking awful for 12 days. Additionally, the team pulled out cable and telephone lines that I had to call each servicer to replace. The siding process started on July 11, 2022 and it was then I noticed that the color was not midnight blue. It was dark gray. I called and told them that the color was incorrect and received a message from Ross saying "it kinda looks blue to me in the sun".
  
  I am very disappointed as I feel like I was given the "bait and switch". Five Star Improvements has not handle this situation at all. I was forced to go with the colors that I did not order as their were no discussions to replace the siding with the correct color without incurring additional fees.

  

  Business Response

  Date: 08/16/2022

  Response taken by phone:  We completed the job a few weeks ago.  There was a delay in getting the siding.  She selected a custom panel and color which added to the delay. When we started to install it she said it was not the color she ordered, midnight blue.  I confirmed that the box did say midnight blue and confirmed it with the manufacturer.  She did like the shakes she had selected and I was able to switch the color for her.   I was not aware of the issue with the lines and we apologize for that. We completed the job and she signed off on it and paid in full. 

  

  Business Response

  Date: 10/25/2022

  BBB spoke to Ross at business and the following was relayed: The customer paid in full and the job was signed off on for completion.   Business is providing BBB with a copy of the invoice confirming the product ordered.