Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/27/2025
Type: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.
Incident Report Summary Background:Contractor: Five Star Roofing hired for a $26.2k project due to ***** ******* ******** Certification, over an $18.2k bid. Expected superior service and ************************************ 16: Initial consultation.August 13: Quote noted transparency issues in materials and unspecified subcontracting.August 27: Finalized project details.August ***** Installation:Decorative stones at driveway run over, not fixed.Debris dropped in garage, no cleanup.Used no tarps, left 325+ nails and debris in the yard.Back ***** vent forgotten, needed reminders.Charged for non-existent soffit vents, no refund.Left unused materials affecting safety.September 7-12: Proved extensive leftover debris, prompted safety concerns.Key Concerns:Certification promised premium service, which failed.Conclusion:Significant service deviations, paying premium for subpar work.Recommendations:Immediate rectification of tasks.Thorough site cleanup emphasizing ************ inspection for commitment fulfillment.Consider compensatory actions for discrepancies.***** ******* ********:Reserved for top 1% of contractors, demands stringent standards.Recent Developments:New manager dismisses complaints; however, fixed driveway stones post-call.Price match refused despite promotional claim, citing non-premium subcontractor work.Current Situation:A bent ************** remain unresolved for three weeks. Price adjustments refused despite service issues.This report emphasizes addressing serious service shortfalls to meet premium expectations and value. The new manager, ****, hasn't even seen the roof, and is dismissive that the serious disregard for safety of leaf blowing over 325 nails in the yard should mean that they didn't offer premium service.Customer Answer
Date: 10/21/2025
The consumer reported that he and the business have come to an agreement.Initial Complaint
Date:05/20/2025
Type: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 6/4/25Customer 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: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: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: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.
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