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:07/01/2024

  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.

  Five star was hired to complete roofing repairs after hail damage. They were also set to repair the gutters but I cancelled that after the issues arose. The sub contractor did not have the proper vent to replace an existing mid-roof vent. In that instance they decide to reuse the broken vent that had been removed. I was not aware of this until after they came out to fix it. They were called to fix it after it caused an interior leak in my home. This caused water damage to a drywall ceiling and insulation. I notified five star of the interior leak. They did not immediately send anyone from their company to view the issue and expedite repairs. I had to remove the wet ceiling to ensure mold growth did not occur. I then had to find my own contractor to bid the repairs as they had no urgency. They did cover hose costs and have made amends to that after a very long frustrating process. An outstanding issue since October of 2023 is a bat guard that was not replaced as agreed to. This then caused bats to reenter my attic. My bat guard contractor had to rectify the issue and I made five star aware of that. They were provided the invoice for the repairs. There was communication stating it will be taken care of. It has yet to be paid so I paid the $600 invoice from my own pocket to avoid my name showing the outstanding invoice. I have sent numerous emails, trying numerous phone calls and left messages with their contracted answering service with no response. *******************, the owner, had responded to the contractor blaming me for pocketing the money. That was proven to be incorrect. I responded to that email to **** and have yet to receive a response. Very disrespectful and at this point they have zero interest in customer service. I spared them a civil lawsuit but believe I have enough evidence to show negligence through the entire issue. Now I am paying the $600 price with no response from the company. I want simple response and my $600.

  

  Business Response

  Date: 07/09/2024

  This previous customer has been turned over to our attorney due to harassment.  the damages you see in the pictures are a result of the home owner, not the contractor.  

  
  

• Initial Complaint

  Date:03/18/2024

  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.

  5 Star Home Improvement was hired for gutter, siding and roof repair following significant storm damage. There were ongoing issues with the complete incompetence of all personnel, including customer service, follow-up/follow-through and professionalism. Once they secured a contract, they were impossible to work with. Calls are always answered by an answering service and are routinely not returned. As a customer, you expect them to be the experts and work with you.They did not obtain building permits for any work that was completed. This could have severe repercussions to the homeowner. Again, no response.>Thousands of dollars were paid for roofing and gutters. ****** was part of the planned work however there were ongoing excuses why they couldn't complete the job. It appears they had no intention of completing since a reputable company was obtained and secured correct siding within one week. The most serious problem involves the flat roof which was included in the Adjuster's report. 5 Star assured us repeatedly it was in great shape, no problems, nothing to worry about. After inquiring about another problem, a second 5 Star employee identified some 'exposed wood' with no explanation of what this could do or what we should do about it. Advised to keep an eye on it. This resulted in the roof blowing off, exposing wood and leaking into the house. When contacted in a panic situation, 5 Star said it wasn't their problem and refused to acknowledge. Again, the reputable company (who we had not yet hired), took our calls, provided information, and came out to fix the next day. We knew 5 Star's ***** crew was never qualified to repair the flat roof. They did not advise to have someone else address it. Just said it was in great shape. The amount of stress, anxiety, and helplessness has been overwhelming. I hope no one else will have to go through this horrific experience in dealing with 5 Star Home Improvement - **********, ***********************, Quad Cities.

  

  Business Response

  Date: 03/18/2024

  1. You dont need a permit in ******** to perform the work we were contracted to do.   
  2.  This persons complaint has to do with a flat roof that we did not do.  Agreement that Five star was not doing the the asphalt roof and gutters, but not to do the flat roof.  Im an unrelated attorney that happen much later, her flat roof was severely damaged by a wind storm and proceeded to leak.  Again, our agreement was fulfilled and paid in full.   Her complaint comes from an unrelated incident thats entirely none of our responsibility.   This was all explained in detail, but the daughter of the customer continues to harass Five Star and our employees.   

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21439065
  
  I am rejecting this response because:

  1. It has been verified by the ************************ that a building permit is required for a roofing/shingle job. It is not required for gutters. This is another matter 5 Star refused to return a call to discuss.

  2. I am aware they did not work on the flat roof. However, they did assume some responsibility as they continually assured us it was in great shape and it needed no work. We would have had someone else assess it and provide work as necessary.

  Ongoing calls to try to obtain information or a return phone call is not harrassment. It is usual practice for a business to try to assist.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/18/2024

  You only need a permit if youre restructuring something.  We did not!

  the roof was in good shape when we gave the assessment.   We unfortunately cannot predict severe wind storms or overall integrity of every roof from informal or superficial inspections without tearing the roof apart.   If theres concern we would have said something, there wasnt.   This is harassment, and will be contacting our attorney Monday.  

• Initial Complaint

  Date:02/16/2024

  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.

  Five Star installed a new roof in 2020 on our home. The flashing was installed incorrectly. We have a leak in our attic and now it is through the drywall in our home. They have been giving us the run around and being unresponsive since 1/28/24.

  

  Business Response

  Date: 03/04/2024

  ******(production manager)
  
  That ********* complaint: the leak is because of the chimney, not because of the roof. Theres holes at the base of the chimney and you can clearly see that ************** on the decking start from around the chimney hole in the attic. We showed these pictures to the homeowner and they still said its because of the flashing because another roofer had told him so. the wife kept on literally screaming at us and telling us we were effing scammers.  
  Get Outlook for iOS
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21302922
  
  I am rejecting this response because: We hired Five Star to replace our roofing. There are missing and improper flashings. Five Star did not install any flashing around the chimney. Photos attached. Work was not performed to code and workmanship was sloppy. They have refused to repair their missing and incorrect flashing. We have since hired another contractor to make substantial corrections and repairs due the damage caused by their improper and lacking flashing material around the chimney area.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/12/2024

  Again, the fake chimney kit they have is completlely rusted from underneath and has multiple voids in it.  this fake chimney needs replaced with an updated chimney flume to solve their problems.  

• Initial Complaint

  Date:11/03/2023

  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.

  We contracted with 5 Star Home Improvement for shingle, siding, and gutter repair following a hail storm in part because of their advertised 50 year warranty for labor and product. We fought numerous issues during the work process including poor workmanship in the roof and siding process. This poor workmanship continues to be an issue as we have improperly cut siding hanging loose from our house. This siding is directly over a street facing garage door and is highly visible. Multiple attempts have been made to make this right directly with Five Star including contact on 10/9, 10/25, and 11/3. During these calls, "work orders" get placed and promises of return phone calls. On 10/25, I was notified the work would be completed by the end of the week as promised by the crew leader. Upon attempting to reach back out to the person that made this promise on 11/1 I have yet to receive a response via text message. The actual fix should take less than 30 minutes and cost the company nothing more than time and travel. This has been pointed out to them numerous times and they still make no effort to repair the issues caused by their work crews now that they have been paid for the initial job.

  

  Business Response

  Date: 12/28/2023

  When brought to our attention a couple of weeks ago, no record of any correspondence from the customer to our office, sales team or CRM of any issues or complaints of any kind.   This issue has since been resolved.   

• Initial Complaint

  Date:07/03/2023

  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.

  Date of Transaction (Contact): 03/29/2023 Paid: $23,927.00, 07/02/2022 Commitment: 50 Year Labor and Material Warranty Customer No. : ****** Dispute: I contacted Five Star Home Improvement for a warranty-covered repair. Due to an error during installation, our master bathroom exterior wall suffered water damage, rot and mold. We confirmed this as a new problem because the mold began to appear on the bathroom ceiling after the siding was completed, which prompted me to investigate the outside wall, and the level of decomposition was not advanced.The damage appears to have been caused by a few potential factors: 1. When Five Star installed our roof (we've had both a roof and siding job completed by them), the gutters were either bent or incorrectly sloped --toward-- the home where our bathroom is. This allows for an excess of water to overflow against the home during storms in both the rainy and winter months. 2. The ****************-wrapped and sided over an existing hole for the master bath's exhaust fan, leaving the vent-pipe to outlet into the attic. This caused moisture accumulation in the attic and mold. I repaired this but it still needs further repair/correction. It's possible that rainwater and/or runoff from the gutters flowed into this hole, then seeped into the sheathing, causing it to deteriorate. 3. There is an error/defect and the house-wrap is not sealed, causing leakage and damage to the outside wall.We've connected with Five Star to complete this repair at least once a month since 03/29/2023. Our bathroom is minimally useable and a health hazard due to the mold. Contractor claims a heavy rain is needed to identify the cause of damage - identification can be done by removing the siding to find the leak origin, but we've also had plenty of rain to meet their need. As expected, we are tired and frustrated with having our home torn apart. We do not want to escalate to litigation, but we will if we have to.

  

  Business Response

  Date: 08/23/2023

  We only have a 50 year labor and material warranty  for our roofing installs.  According to our production manager and our siding ******* the interior damage is a result of the property owner deciding to do a repair on his own and causing water damage as a result of improper installation of a vent.    This problem has since been resolved 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20261835
  
  I am rejecting this response because:

  The damage to the sheathing was caused by a leak and improper sealing of the house wrap where it meets the roof line. The drywall was removed (and the seller/contractor not held responsible for the drywall) to install/upgrade a light, which is how we found the leak. The bathroom vent fan was also sided over, which I was courteous enough to fix myself because the contractor is busy, not to mention the misaligned siding installation at the porch.

  Attempt to rectify the leak has been made by the contractor,  which we appreciate, but we will still be holding the contractor responsible for the sheathing decay, mold/damage and expect full repair, which was confirmed by the on-scene ****** when we spoke with them "after they make sure the leak is fixed".

  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/28/2023

  Our sources who have investigated this matter disagree.