ComplaintsforFive Star Services

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  04/17/2024

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

  Customer response

  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

  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. 

*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. ↩