Complaintsfor5 Star Home Services, Inc.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  JULY 2023 The plumbing company lied about processing a refund of $150 for a water heater drainage pan that they documented in an invoice to us for a service fee of $400. We already own a water heater drainage pan. Before the installation, the company stated that the company promised that they would refund the money. When we called on August 1st to understand why we do not see the credit on our account, they said they made a mistake on the invoice and put the wrong item. At no time prior to the installation or immediately after the agreement did the company ethically inform us that they had made an error and was going back on their word to refund the portion of the invoice that we discussed. We contacted the company today and the company spokespeople were very rude and flip and refused to make good on our agreement. They never mentioned that they made a mistake and never made an effort to contact us to inform us of any changes. During our conversation today, the company spokesperson insulted us and made sure to allude that he would misrepresent their side of the story and claim that we created the invoice. This company has very unethical business practices and consumers should be warned not to do business with them. 5 Star Invoice attached.************************************** *********************

  Business response

  08/02/2023

  Customer is incorrect.

  They knew the whole time they haven't been charged for drain pan, attached file from their home warranty shows clearly drain pan is $0.

  The charge was for recirculation pipe modification.

  When they called the office to get an invoice, a front desk staff sent them a wrong invoice, clerical error, nothing more.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Call my home warranty company to file a claim for service I needed done, they gave a referral to 5 Star Home Services, INC for services. Was having issues with no hot water. The technician gave me a few reasons why I may be having issues stating the unit was 18 years old and some particles build up, then proceeded with a quoted price which was higher then expected I told I was sure because of the price. I did decide to have it put on a credit card. Not once prior to that did he mention there was not problems with the unit which leads to the complaint who in their right mind would dish out that sort of money if there was no need for a system to be replaced. I am a senior, veteran on a fixed income who I was taken advantage of by this company. I was charged $2,265 for a unit that he said I didn't have a problem with the one I had. When I contacted my warranty company they said I should not have paid him any money, which was to late after the fact. I am filing this complaint toward Garry P and the company, in hopes that this don't happen to another elderly trusting person. The technician Garry P. you were not forthright, I hope that this company is not in the business of taken advantage of customers just to make money. We have enough issues with the economy right now to haves to deal with this kind of issues. I will not recommend this company in any circumstances, due to my bad experience. I see we're this company has quite a few bad ratings I can understand why.

  Business response

  09/21/2022

  Business Response /* (1000, 9, 2022/09/01) */ We received a work order from the customer's home warranty company of issues with the water heater. Upon arrival the technician found the heater working, no mechanical or electrical issues or leaks present, albeit an old unit. Customer complained, that every once in awhile she would open a claim with the home warranty company to relit the pilot. She requested the heater to be replaced, but the home warranty company did not authorize a replacement. We gave her a quote for a new heater, she agreed and we proceeded with replacement. After the fact we spoke extensively with the home warranty representatives about the claim, and were re-assured that we did nothing wrong regarding her home warranty claim. All of this is documented with home warranty company. Consumer Response /* (3000, 11, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never call the home warranty company to come out and relight the heater lie number one. The second lie is no way would I agree to have a product repace if it didnt need to be replaced. This is a situation where the company is gonna say everything to make the customer wrong and them right. As far as ******** goes when I spoke with them they said they would have advise me not to pay them any money, but after the fact was nothing they could do. I am not satisfied with 5 Star rServices and expected the response they gave, they arent gonna admit being wrong in this case. And as far as the consumer we will always end up on the short end. I still stand with my complaint against this company.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a hot water heater burst, so I called ******************** (my home warranty). They only covered some of the replacement of the hot water heater, but a second company had to come out to remove mold supposedly, so they tore into the bathroom walls. I was told the insurance company claim was approved before they started tearing into walls. That company came back to get their equipment a few days later, but when I asked when they were finishing the project to put my bathroom back together, they said it was not their problem and it was actually this 3rd construction company that would be doing the work. I had never spoken to this third company and did not even know that a 3rd company was involved in this project. After several days of trying to get something scheduled, I received an email on 7/27/22 stating that they would not be completing the work and I needed to figure it out. I still have a giant hole in the closet & the bathroom, and there is no sink or anything put back together in the bathroom. This is unacceptable for a business to agree to work, state that the insurance company claim was fine, and then just not complete the work. I paid this company $999 for the completion of this service, and it has not actually been completed. It is unacceptable to collect money from me and the home warranty company without the job actually being completed. I want to ensure that others are aware of this scam across these 3 companies.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/07/29) */ We got a work order for a leaking water heater from the customer's home warranty on 7/18. The appointment was scheduled for the next day, tech found stand and walls damaged, they were recommended a water mitigation, so water doesn't stay in walls and create mold and health hazard. We went back on 7/22 and replaced the water heater thru home warranty. Water mitigation companies only dry the area, they need a construction company to repair the area too. Water mitigation and reconstruction is done thru their homeowners' insurance and has nothing to do with our repairs. Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not the information I was given and I paid $997 to complete the work that was not done. That is unacceptable and I stand by this claim of this business being a scam and will continue to share this feedback and reviews across the community. Thanks! Business Response /* (4000, 13, 2022/08/23) */ We have not charged a penny. This is a false accusation. Provide proof of payment to 5 Star Home Services.

*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. ↩