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:04/21/2025

  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.

  They did not come back to correct the flooring where the water had leaked from icemaker. We made appointments No Show, The Last appointment was April *******.The appointment before that one the employee didnt have any transportation. All we wanted was for them come out an inspect the problem.

  Business Response

  Date: 04/24/2025

  The homeowner has already been advised that her issue is not a flooring Installation problem. The homeowner was advised that she has a  leaky water value and she needed to contact a local plumber to fix the issue. Five Star Flooring is not licensed to do plumbing. 

  Customer Answer

  Date: 06/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23231696

  I am rejecting this response because: Im Sorry  That information Is Wrong A Company Like That  Suppose To Be Five Stars and like that is just  a Same. One Of Their Serviceman came out his name is Will  him and my husband notice it was a leak in the ice maker hose, so they corrected that Problem right there. It was some more water  there under the rug once we moved it. We dont need NO Plumber just small water  damage.  I just Dont understand It A ******************  a small complaint Like This Cause because they pushed the refrigerator back Too Fair. Please Help In This Matter Thank You 

  Mrs. ***** Richardson 

   

  MORE CLARIFICATION:

  Sorry  We Didnt Have A Leak one of five stars *************** came out Will came out it came from when they pushed the refrigerator back too far the ice maker hose  was damaged  so that caused damage to the floor not a plumbing problem . They need to that small damage there from the water Damage  They rescheduled us 6-20-2025 and didnt show up. Time was 8:30 to 11:30 Thank You Mrs ***** ********** *** Rescheduled Us. 

  Business Response

  Date: 07/08/2025

  Customers issues are being addressed she is on the schedule for today July 8th 2025 to address her concerns. 

  Customer Answer

  Date: 07/11/2025

  Thank You So Much Five Stars Came Out On Tuesday And Completed The Job. One thing they lied in that area they put press board instead of ply board also they stated they had a plumber to move the hot water heater  which they didnt all is well we are just tired of them right now. The Owner lied that we had a plumber  problem which we didnt, it was water ?? damage caused by pushing the refrigerator back to far causing the ice maker hose to leak. Thank You So Much 

  ***** and ***** ********** *********** men did a good job.??????  Be Bless????????????

  Business Response

  Date: 07/11/2025

  As stated in the customers reply: Five Star satisfied this customers complaints, regardless of the elaborate response from the customer,  Five Star fulfilled the customers desired out come and made all repairs to satisfaction.  

   

   

• Initial Complaint

  Date:03/12/2025

  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.

  27 October 2020
  $8600
  The company committed to a lifetime warranty on flooring installed and 1 year labor warranty. It took 7-8 months for someone for the company to even come out after initial contact that I was trying to start the warranty process. *** ******* (owner) for the assessment and told me the company was hard to work with and floors we had installed were now discontinued. Said he would be able to fix it if I paid a few hundred dollars for labor and I would get an estimate. Never received an estimate. Kept getting the run around. Last reached out 28 Jan 25. I was left on read and no contact until I reached out today to get the invoice emailed to me for this process in case I need it. They have no tried to fix my issue. I had to go with another company to fix my floors. I want Five Star to pay for the fixing of my floors. The installers said the previous company’s prep work was bad thus contributed.

  Business Response

  Date: 03/27/2025

  Mr ****** did in fact purchase his flooring from Five Star on 9/3/2020 Five Star has a install warranty that is only good for 1 year. This issue the customer is having is with Manufaturer and he was advised that he would need to reach out to the manufacturer and file a claim, as the product he purchased was discontinued by the manufacturer.We provided the customer with an estimate # **** for the repair. Five Star tried to locate so material to do a billable repairfor the customer, but was unable to locate this material. The customers claim is not with Five Star but the Manufacturer* ** ****** The customer can contact the manufacture directly for product warranty @ 1-404-355-2952 

  Please see Innvoice **** ******** ********* **** **** ******** ****** ******** , Five Star Warranty Policy

   

  Customer Answer

  Date: 04/05/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The flooring was not discontinued by the company  I took a picture off of their website as proof. It’s an easy search to see that is a lie. Since at the initial assessment I was told the flooring was discontinued, but it could still be fixed. All I would have to do is pay the labor cost. I was told I would be given an estimate, and would be set up with an appointment. The last I heard from them about this issue was on 1/17/25 through text. I have added a screenshot as proof. I never received a cost estimate either, and this is the first time I have seen that. I have attached screenshots of my email inbox for proof as well. It’s comical one magically showed up now. I wonder if they can provide a timestamped email that they sent it to me. Then due to the shady practices, I went with another company to fix the issue. Upon the installation with the new company, I was informed that the previous installation was not done properly.  I have attached pictures previously. They never leveled the floor properly or put down a moisture barrier.  This is why the flooring had an issue. I am also sure this is why they told me the flooring was discontinued, so I didn’t file a claim. I worked with Five Star’s prior distributor **** *******, and he gave me a better deal on the flooring due to the issues with Five Star.  I will be contacting Navy Legal on base to see what other options are available. I will also see if there is anyway to get this company blacklisted with the military, due to their dishonest and predatory practices. No other Sailors should have to deal with this. This BBB complaint is not going to be the option that rectifies the situation. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/15/2025

  Five Star Rejects this customer complaint;  his flooring installation is out of warranty! and his complaint is with the manufacturer Not Five Star. We no longer carry ** ******** Products. We recommend the customer file there claim with the manufacturer, product defects with the flooring are that of the manufacturer and not Five Star Floors. 

• Initial Complaint

  Date:07/31/2024

  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.

  Had laminate flooring installed in July 2022. Since installation, the carpet transition strips were not the right product and would not stay in place. Have had issues since installation with keeping them snapped in place. We continued to re-snap down several times. After 2 years of battling with it, we submitted the photos and explanation to the company to cover correcting it to the most appropriate product sine it was an installation issue. Was told that this this is not a manufacturer issue so it is due to wear and tear. Explained that it's not been effective since installation with no resolution. Would like the transitions replaced for the most appropriate types as outlined in the warranty for manufacturer defect.

  Business Response

  Date: 08/05/2024

  This issue is not a manufacture defect nor an installation issue. The issues is caused by normal wear and tear. Five Star's Labor Installation warranty expired 1 year after installation and certainly expired once the customer failed to contact Five Star and attempted to repair on there own. (see attached warranty Highlited areas) **** ***** did not notify Five Star of any Issues with her floors until 2 years after installation. Any installation defects should have been reported within 48 hours as stated in the warranty. 

  **** ***** was advised on 7.31.2024 as quoted and noted on the estimate #**** provided. 

  "Spoke to homeowner 7.31.24 informed her the transitions are not covered under warranty. She stated these have been like this since day of install. I asked her why she hasn't notified FIVE STAR she stated she has to repair multiple times on her own and just now reached out to us because they want to sell their house , informed her it is not a manufacturer defect, there for it is not covered under warranty and is a billable repair - the cost is $234.00 once paid we can order transitions and schedule."

  **** ***** was disatisfied with the response she was given that this would be a Billable Repair hung up on the Sales Rep and immediatly file a BBB complaint. Five Star Stands behind all ligitament warranty claims unfortunatly this claim does not qualify. 

   

  Customer Answer

  Date: 08/05/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: upon installation, we were told that although it was coming out of place, we needed to allow it time to settle. We went the entire year replacing it every time it would come out of place. Additionally, the installer used the incorrect product. This was not the same transition strip throughout the home that has not been misplaced due to normal “wear and tear.” The installer also cut a hole into the baseboard without notifying us to place this transition strip. We did not contact within the timeframe as we were told we can continue to stick it back to allow for time for it to stay in place. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/06/2024

  Five Star stands firm on our original response. We Do Not advise nor direct customers to do repairs on their own it Voids our warranty.

  We did not use incorrect Product.  (Please see the attched Sales Order of purchased product and the attached Customer Invoice all product sold is the product installed.)

  Five Star has addressed **** *****s complaint unfortunately is was not the out come hoped for, regretably the out come is a billable repair. Continued rejections will not change our firm stand on this matter. 

  Thank you. 

• Initial Complaint

  Date:04/01/2024

  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.

  We have tried several attempts to reach the owner to file a product warranty claim. The owner *** does not return phone calls and has hung up on us the one time we managed to catch him. Without the proper information and forms we cannot file a warranty claim with the product company.

  Business Response

  Date: 04/02/2024

  Please be advised that an attempt to reach the customer has been made at the number provided on 4/2/2024 @ 12:54pm. The customer had buckling in her floors due to the customer using non recommended cleaning product on her floors. Five Star re paired the floors in her Kitchen on 10/7/2022 and did not charge for the labor, the customer paid for the cost of the materials.  

  Please see the attached Invoice # 3219 from the customer's original purchase, Replacement material Invoice ********, customer's check # **** where she paid for the materials and a signed statement at the time of the kitchen floor repairs.  Five Star has provided all the assistance we can provide to help the customer, at no fault of Five Star. This damage was neglect by the customer using non recommended products.    
  

  Customer Answer

  Date: 04/08/2024

  Five Star Services has been in contact but the issue hasn’t been resolved. This is the first communication I’ve received from BBB since filing the claim, so I don’t know how I’m supposed to respond when I never received communication.

  Customer Answer

  Date: 04/09/2024

  Five Star Services is false in stating that an incorrect cleaner was used on floors causing the buckling. We have been using the recommended cleaner, Bona since installation. Five Star repaired 2 sections of flooring immediately after installation due to improper installation. They made us pay for additional materials despite it being their fault. Since then multiple places are gaping and buckling. We are simply trying to file a warranty claim and understand the additional costs that come with that, but so far we have heard nothing from the flooring manufacturer. Issue remains unresolved.

  Business Response

  Date: 04/17/2024

  Our response remains the same, we have reached out to the manufacture's rep for the customer.   

  Customer Answer

  Date: 04/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Adminis

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The flooring manufacturer has not reached out to us. When you sell flooring with a lifetime warranty it is expected that you maintain a relationship with that company so that when an issue does arise that it can be rectified promptly. I shouldn’t have to chase random people for months for a warranty claim. We have even tried to reach out to the company ourselves, but they said that the original distributor must assist in filing the claim. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/18/2024

  ***** 

  We have Reached out to the Distributor Rep once again for them to come back out and re evaluate there issue as the original Rep is no longer with the distributor.