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:02/25/2025

  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.

  As stated, the $3,400+ dehumidifier was mounted on a shoulder-height built-in shelf near the furnace. I was not informed that the controls would be on the ceiling-facing surface of the device, requiring me to climb a ladder with a flashlight in hand and my head in the rafters every time I need to access the controls. I had assumed that for $3,400+, I would have an easily- accessed controller. After the device was installed and I was shown the controls, I balked. The installed did not accept that this was a problem. I have been told that if I want the controls altered, I can pay a $300-or-so pull-wire fee to run a wire upstairs plus, at a minimum, a $49 service call fee and $105 for a controller. The company and I are now in the midst of a separate dispute concerning matters that caused my furnace to completely shut down on a very cold night, followed by what I would called partial negligence by the worker called to fix it. My house would benefit from the dehumidifier because it overlooks a park that has a swamp. Since the device was installed in October and the high humidity season is July- August - September, the weather has not provided sufficiently moist/ humid conditions for testing the abilities of the device.

  Business Response

  Date: 03/17/2025

  Dear *******,
  Thank you for reaching out through the Better Business Bureau. We appreciate the opportunity to address your concerns and find a resolution.
  Regarding the accessibility of your dehumidifier controls, we understand the importance of ease of use. As a courtesy, we offered to install a remote humidistat-controller in the basement at no additional charge to provide better accessibility. However, relocating the controller to the upstairs living space would require additional wiring beyond the original installation, as all existing wires are currently in use for your thermostat and humidistat. The associated pull-wire fee reflects the cost of this additional work.
  Concerning your furnace issue, our diagnosis determined that the problem was caused by a short in the thermostat's G terminal. The necessary solution to restore proper functionality is replacing the thermostat. If you would like to proceed with this repair, we are happy to assist in scheduling the service.
  Additionally, the $105 referenced in prior discussions is the remaining balance for the agreed-upon 700 Series humidifier replacement. If you have any concerns regarding this, we are open to further discussion.
  We value your business and want to ensure a fair and transparent resolution. Please feel free to reach out to me directly at  to discuss the next steps.
  Sincerely,
  Five Star Home Services
  

  Customer Answer

  Date: 03/27/2025

  
  Hi -
  My last contact with you or with Five Star was a week ago. I've been laid up with a bad shoulder since then, just now able to return to PT.
  
  After I responded to the Five Star response via BBB, I got a garbled female vm from (I believe) Five Star in Columbus  in Columbus (a 614 area code), presumably from a receptionist, calling in reference to me saying no one had clarified anything about the "free" service calls I should be getting for my "subscription." This past week, I was too sick and too busy to call an office in a city that is too far away to service my home to respond to a garbled call I could not easily understand. Living in ****** I don't believe Columbus' Five Star would come here.
  
  More importantly, in the response from Five Star to me and to BBB, they stated that my thermostat has a bad "G" terminal, and that running a new wire to it will not solve what now appears to be the central problem: an inability for the furnace fan function of Constant On to be initiated. The "G" terminal controls this.
  
  I have just left a vm with ******* HVAC, whose worker double-checked the claim of Five Star that I'd better do something about that thermostat because it couldn't be counted on to work over the upcoming frigid weekend. At that time, ******* said the thermostat was fine but the wire was bad, so the worker disconnected the wire and we left it for then. I paid ******* $89 to find this out. I've now asked if the worker remembers the job and can clarify that he did check the G terminal. I am awaiting their reply.
  
  In their reply, Five Star hit many points and avoided others. They said they would install an easily accessible remote controller for the de-humifier (the earlier, more expensive project.). I replied that no, they had not previously offered this, as they were saying now and yes, I would like this.
  I've gotten no reply about this.
  
  Also, in my original complaint, I said they had switched their prices on promises made. They simply replied by saying they would charge xxx for adding a hunidistat controller to the humidifier but no response about running a new wire or canceling out this bogus subscription which has not yielded the check ups they said I would get (unless the garbled phonecall was supposed to have solved that).
  
  Their response said I should feel free to reply to (no name filled in and no contact info filled in) directly. What? Am I supposed to contact their lawyers? Who are they now saying my contact person is? **** ******** was the guy who verbally promised, then reneged on the deal. He was a supervisor of some kind. Is anybody there responsible?
  
  I don't feel I've even gotten a reasonable response from these people. They make up facts, like this G terminal stuff. I don't believe their worker tested the G terminal. Unfirtunately, I don't know how.
  
  I'd like to see this resolved. They should reimburse me for the $89 I paid to get reliable advice from their competitor. They should run a new wire and reduce the cost for doing this by the $105 bogus charge they threw into the mix after verbally promising there would be no further charges on that item. This is smoke and mirrors! I'd like to wrap thus up and be done!
  
  Please help! Thank you.
  
  ******* ****
  ###-###-####
  

  
  

  Business Response

  Date: 03/31/2025

  Dear *******,

  Thank you for reaching out with your concerns. We appreciate the opportunity to address them and clarify the services provided.

  After reviewing your situation thoroughly, we stand by the accuracy of our diagnosis. Our technician confirmed that the issue was with the thermostat and not the G-terminal, ensuring the correct repair approach.

  
  Regarding the dehumidifier control, we have always offered to install the Model 76 dehumidifier controller on the ductwork at no additional charge to make access easier for you. We understand that you would prefer the control at the thermostat location, but this requires additional wiring, which is not included in the standard installation. Similarly, the new thermostat and necessary wiring for this setup are chargeable services.

  
  To accommodate your comfort needs, we have already provided a relay and humidistat at no cost, ensuring the system can reach the specific humidity levels you requested. Additionally, the $210 charge you are disputing is the agreed-upon difference in cost between the 700 and 600 series models, of which you have already paid $105.
  Over the phone, you also agreed to pay for any additional wiring needed to relocate the dehumidifier control. Our goal has always been to work with you fairly, ensuring both your needs and our service standards are met.

   

  Five Star Home Services 

• Initial Complaint

  Date:01/07/2025

  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.

  My furnace condensation tube was not installed properly. Anytime it gets below freezing outside my furnace shuts off and will not come back on until it thaws. I've lived in this house 16 years and have never had an issue until after they installed said new furnace. Everytime I call they charge me a service fee of $99.00 plus tax. This Happened in the begining of December and we didn't have heat for over a week as "they were booked solid". One of their service techs even said something about how it wasn't installed properly.

  Business Response

  Date: 01/14/2025

  Hello! 

  On 1/8/2025, we returned to the customer's home to re-run the mentioned drain line and ensure the customer has no issues in the future. This work was done under warranty/workmanship, and we did not charge the customer to perform this work. This issue has been resolved.

   

  Thank you

  -Five Star Home Services

• Initial Complaint

  Date:05/06/2024

  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.

  This company explicitly markets on their website that they have “free quotes” and you can “request an estimate”. I did this for a plumbing issue. There was no mention of service or payment…it very much looks like you’re requesting a free estimate when you fill out the appointment form online.
  
  Then they come to my house, and they charge me a “service fee / trip fee” even though I didn’t proceed with getting any work done.
  How is that free estimate?
  
  I called the office and was told the free estimates are only for certain types of appointments (which again, was never mentioned online when I booked the appointment, it said FREE) , and they tried to appease me by offering me a discount on future service. I want no part of future service from the company.
  
  Totally false advertising. Completely misleading.

  Business Response

  Date: 05/17/2024

  Dear BBB Representative,

  
  Thank you for bringing Mr. ********' concerns to our attention. We value the opportunity to address and resolve customer issues promptly and transparently.

  
  Website Information and Free Estimates
  Our website features a button labeled "free quote." When users click this button, they are presented with two options: 1) to receive an HVAC quote and 2) to receive a plumbing quote. As our attached screenshots confirm, neither option explicitly states that the estimate is free.

  
  At Five Star Home Services, we do offer free estimates for our services. However, the specific service Mr. ******** scheduled was to test the water pressure at his home, which falls under our paid service offerings. This is clearly outlined in our online scheduling software, where we state: "Service and maintenance start at $99 and up, depending on the scope of work. Please note that this charge is in addition to any repair costs. However, the service call charge does not apply to estimates. After you book an appointment, you will receive a confirmation text or email. A member of our Customer Service team will then call you to finalize the details of your appointment. For additional information, please contact us at ###-###-####."
  Service Scheduled
  
  Our records indicate that Mr. ******** scheduled a plumbing service, not an estimate. This distinction is crucial as it clarifies why the service call incurred a fee. Our terms and conditions regarding service charges are transparently communicated during the scheduling process.
  
  Customer Follow-Up
  Upon receiving Mr. ********' complaint, our call team promptly attempted to follow up. Unfortunately, Mr. ******** hung up on our representative, and subsequent attempts to reach him have been unsuccessful. We are still committed to resolving this matter and are available to discuss it further at his convenience.
  We hope this clarifies the situation and demonstrates our commitment to customer satisfaction. Please feel free to contact us with any additional questions or if further information is required.

  Customer Answer

  Date: 05/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21670058
  
  
  
  I am rejecting this response because: 

     First off, I've already disputed this with my credit card company who has refunded me and charged back the business for the payment.

     But secondly, There response is not entirely true....they never called or texted me before coming out to confirm that it wasn't free.  I also hung up when they called me because they tried to deflect my complaint and sell me on
  additional service instead.

  To remedy this issue, I'd ask the website to change their marketing as this is entirely misleading.  They are clearly trying to bait people with bold text and images of "free quote" and "request estimate" and then hide the $99 service fee in the fine print.  They should change the website to say "contact us for repair" or "request service" and stop trying to act like its free.  I've had other companies actually give me free quotes before doing any repair and not charge a "trip fee."
  

  This company is totally misleading so either needs to stop charging the trip fee or change the way its advertised on their website.
  

  
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service 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.

  Please see attached copies. It will explain all that's been happening since first filling. We have had the run around constantly. Roughly Brian repersanty the above company to get the accurate info to our insurance co. Response was talked to the installer, and he said to Brian, Quote $600.00. The quote to our insurance was $358.00. Neither quote never was given to us at any time.

  Business Response

  Date: 05/01/2024

  We appreciate the opportunity to respond. Here's a detailed timeline and clarification of the events surrounding the customer's job:
  
  July 22, 2023: Nathan S****, our Residential Sales Specialist, visited the customer's home to address their concerns. After diagnosing the system's condition, Nathan presented two estimates: a $538 repair estimate for dual capacitor and compressor savings kit replacement, and a $7,371 estimate for a full system replacement. This is documented in our CRM with a customer signed contract. The customer chose the full replacement option, which was completed on July 24, 2023.  Only the client and Nathan were present at the appointment ran nearly a year ago so the conversation regarding the potential repair costs that could present themselves with his system cannot be confirmed.

  January 31, 2024: The customer requested a paper copy of the service estimates. Destiny, a call center representative, took down the customer’s address and dispatched the requested documents. Documents were mailed noted by notes in CRM.

  February 1, 2024: The customer inquired about picking up the documents from our offices. Emily, another call center representative, explained that our call center is located in Xenia, Ohio, and not in Lancaster, Ohio where the customer resides. She confirmed that the documents were mailed on January 31.

  February 9, 2024: *******, a claims adjuster from ****** ******, contacted us about the customer’s air conditioner replacement in July 2023. He requested documentation regarding the service notes, which we provided. These notes included details of the dual capacitor failure and the recommendation for replacement based on the system’s age and condition.

  February 14, 2024: ******* followed up for additional information regarding the possibility of repairs. Our representative, Garrett, informed him that we were still awaiting further details and would follow up accordingly.

  February 16, 2024: ******* reached out again and spoke with *******, who marked the issue with urgency for follow-up.

  February 20th, 2024:  Justin, our HVAC Service manager had been requested to help the client by completing an Insurance form.  He completed it with only the repair costs that were absolutely necessary but did not include any assumptive costs that may occur once the system was repaired.  Which concurs with why the Service Titan estimate and the Insurance form were different amounts, as the Hard Start kit which would be considered a precautionary measure.  Form was submitted to Insurance company, confirmed by Note left in CRM by Charles.

  March 4, 2024: Our accounting team received a communication from ******** stating that ******** presumably the customer or a representative, had not received return calls. Jennifer H***** from our accounting team attempted to connect with ******* regarding the ******** financing. Although Jennifer was on another call, our team assured ******* she would return his call promptly.

  April 24,2024: Replace estimates were mailed to customer referencing the repair costs.
  
  We have made several attempts to reach out to the clients Insurance carrier without luck.  
  
  Throughout this process, we have strived to provide prompt and thorough responses to the customer's needs, from the initial service call to addressing inquiries about financial arrangements and insurance claims. We regret any inconvenience experienced by the customer and remain committed to resolving any outstanding issues as efficiently as possible.

• Initial Complaint

  Date:04/01/2024

  Type:Product 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 and requested a high efficiency furnace and a/c unit to replace my current units in Oct 2022. I wanted a high efficiency top notch for 10k or under. Well I got tricked into thinking the furnace I purchased was high efficiency. It has an 80% efficiency sticker on it I asked the Tech, I told him I wanted high efficiency he said the best efficiency anyone could get is 83%-85% efficiency and I had The Best unit for my size home. Well I believed him. March 2024, just last month, I had a weatherization inspection to have my home weatherized and well they left numerous things unfinished with the furnace install and I have 400 degree exhaust fuse causing carbon monoxide to backfire INTO my basement when the water heater and furnace run at the same time. There are many issues I do Not understand but I HAVE to REPLACE my furnace AND hot water tank now and all they want to do is fix the flue liner???? I have another dang near 10k expense again due to their neglect and lies. This is totally Unacceptable and they keep saying I signed for standard efficiency. No it says 80% efficient and when I asked about that I was to exactly what I said above. How is any customer supposed to know what % efficiency is actually High efficiency THATS Y I ASKED THE TECH!! NOWHERE on my contract does it say the word Standard!!!! The Tech was fired a bit after my installation due to his performance and issues with his work I was told by Blake at the office.
  So that right there should be a giant sign the Tech has caused issues with other clients and the company caught up about it. So how bad did it get before he was let go and how many other clients have been taken advantage of?? My detail of installation does Not say that I got what I requested and due to my ignorance in the HVAC field I was taken advantage of. And will Never return nor recommend this company

  Business Response

  Date: 05/01/2024

  November 2nd, 2022, the customer utilized Five Star Home Services for the installation of their HVAC system. The contract signed outlined the installation of an 80% efficient 60k BTU gas furnace, including all necessary venting, electrical, gas piping, duct adjustments, and the removal of old equipment. The price also covered a Five Star 13 SEER, 2.5 Ton Air Conditioner, complete with the condenser, A coil, either a new line set or a flush, pad, outdoor disconnect, and the removal and installation of equipment, inclusive of tax. The invoice did not state the furnace was high efficiency.
  
  
  In the customer's filing to the BBB, they attached the invoice detailing these points.
  
  
  In February 2024, the customer contacted our office and spoke with Blake, our Columbus Installation Manager. During this conversation, the customer reported the issues mentioned in her filing by their inspector along with a flue liner leak.. Blake confirmed that the installation had been carried out as per the signed agreement (with a 80% efficient, not a high efficiency, furnace). To help remedy the leak, we offered a complimentary flue liner installation. However, the customer declined this solution, and there has been no further communication from their side on this matter.

  Customer Answer

  Date: 05/03/2024

   

  
  I am rejecting this response because: first off there was no city permit Lancaster Ohio requires it. Had the permit been requested the city inspector would have never never accepted and passed their installation. I was told that by three different inspectors also Yes my contract did say 80% efficient. No client who knows nothing about furnaces is going to know that that is standard efficiency. I found that out this past March 2024 when I had the Community Action inspector come in my home and again in March when the new installation guy came I found out efficiency can go up to 98%.! Nowhere in my contract did it say standard? Nowhere neither did it say high efficient. But I did ask the tech about 80% efficiency sticker on the furnace. I was told somewhere between 83-85% was the highest anyone could get and the 80% efficiency was perfect for my size of home I was lied to. I was taken advantage of. I was told it was high efficient when it is not. I found out by Community Action here in Lancaster, Ohio that that is a flat lie. In 2022 there was better than 80% efficient furnaces available. I got an old style unit. The guy who replaced the furnace I took pictures before and after. I also had carbon monoxide back gashing into my home and my basement. I'm lucky we weren't killed cuz we do smoke down there so thanks for leaving our family & house at risk. That's real nice. I don't appreciate the neglect. I don't appreciate the lies and being taken advantage of. I want minimum the cost of the furnace back in full. I do have an attorney who WILL also be in contact with the company of complaint. 

  
  
  
  Regards,
  
  
  
  ****** ****