Five Star Improvements
Reviews and Complaints

DO NOT, I REPEAT, DO NOT, CONDUCT BUSINESS WITH THIS DISHONEST COMPANY! I’m 65 years old and dealing with this shady group has been the worst customer experience of my life - by a long shot. As the saying goes, the fish rots from the head down and this group of liars is a textbook example.

I’ve been either lied to, or misled by, every person I interacted with at “5 Star Improvements”. Starting at the head of the fish with an owner who said “all of my guys are certified” (and then schemed with the worst project scheduler I’ve ever dealt to send an email to me with a fake training certificate attachment (that the installer never saw before!)); to the person who answers the chat line (“I can’t answer that online, I’ll forward it to the office and we’ll get back to you”); to a receptionist who deceived me into thinking I was complaining about the company to a Jacuzzi Bath Remodel employee; to yet another employee who told me the owners were not in the office (“they’re both out of office and at a conference tomorrow”) when I demanded to talk to one.

I had my home sided by Five Star Improvements in February, but the job was not fully completed. The siding is loose and pulling away from the home, there is damage to the roof ridge vent, and the outdoor plug has been covered over. I have called them multiple times, with the most recent call being on 5/24 (they didn't show up again). They promised to come after 9 am, so I took time off work to wait for them, but they never called or showed up for the planned date of repairs. All I want is for the job to be completed properly.

They came out and did the roof replacement job, which was a full tear off and all new plywood and shingles and stuff. According to the contract, it said they were supposed to put the flashing underneath the water barrier protection. But they put the flashing over on top of the water barrier protection, and we told them about it. They kept going in circles, saying they would send someone to come out and fix the problem, but nobody ever came out. So it got really bad, and now we're trying to find a lawyer to sue Five Stars Improvement for messing up the job.

I bought this house in September . The person who owned it before me paid Five Star $15,500 in December to completely remove the old roof and replace it with a new one, including new gutters. They used a roofing material called ***, which is supposed to last for 50 years. I gave Five Star $164 to transfer the warranty to my name. However, we had a problem this spring when rain driven by the wind started getting into the upstairs bathroom through a vent that Five Star had installed during the roof project. Five Star representatives have come to our house three times to figure out the problem and promised to fix it in the following week. I have called Five Star at least six times during this time to try to get them to fix the problem. The water is leaking into our kitchen, which we are currently remodeling, but we can't finish the work until the roof leak is taken care of.

I got an estimate from Five Star Improvements on 12/14 to fix a problem with moisture and mold in the left rear bedroom walls. They never scheduled or completed the work. Then, around 2-3 months after December , I noticed water spots on the ceilings in the living room and kitchen, the same areas of concern before they put the roof on my home 8 years ago. I contacted them about this issue because the roof is still under warranty. Right now, I'm mainly focused on the roof because I don't want the warranty to expire. I've made several calls and they even visited my home about a month ago, but nothing has been done. The last conversation was that they would call me and come out to figure out what was happening with the roof. What frustrates me is that they haven't followed through on what they told me. Just wanted to mention that I have all the paperwork for the roof.

I hired Five Star to put a new roof on my house in July , but it took them until October 14 to finish it, even though I had to keep reminding them. They finally came back on July 19 to complete the job after I complained. Then, on November 7, my Handyman found a hole in the roof while cleaning the gutters. We think it was because Five Star removed a roof vent when they installed a new one. The first batch of pictures I have are about this issue. They came back on April 24 and stuck something in the hole. But this year, we found more holes where there used to be box vents. The second batch of pictures I have are about that. I sent them an email on July 15, explaining what needed to be fixed before October. I've called them, but they keep delaying. The job they did was really bad, and the crew leader even told me they didn't have enough materials. Jason, one of their guys, admitted in a phone call that he didn't order enough materials. I don't want to go through the winter with holes in my roof. They gave me a 7-year warranty on their workmanship.

Five Star Improvements wrote a contract to do work on my North-facing Front Dormer, but then pressured me to allow them to put shingles on the house to match. I insisted only if they promised to not disturb ANY other roof decking other than the 2-3 pieces specified in my discussions with the salesman. I had several prerequisites to signing the contract - the first being that NO PLYWOOD DECKING ON THE MAIN HOUSE WOULD BE DISTURBED. Instead of doing the work that I paid Five Star to do, as listed in the Contract, Five Star chose instead to destroy the insulation over the main part of my house, destroy *** 2019 repairs to the back, and NOT do the work as listed in the contract. Five Star's "Contract" means nothing, and Five Star's "Warranties" serve no purpose other than to rob the customer, by charging for more work, which turns out to be shoddy, and leaves the customer worse off than before paying Five Star. I must have it all removed and re-done, PLUS pay someone to repair the damages.

In July , we made a deal for house siding with Five Star Improvements. The project started in December , and on the first day, I was told that they couldn't wrap two large arched windows or the bay stand. They said the window wrap would look bad because of the arch. It was disappointing to find out about this after already spending nearly $26k. Replacing the windows wasn't an option since they were unique to our 1911 home and had stained glass. The contractor suggested using *** or painting the windows, sanding, and other techniques to make them look good. He wrote up a work order for painting and touch-ups on other areas of the siding that were missed. We agreed to pay 99.9% of the project cost, expecting them to come back at the end of March. Finally, on June 4, the painter showed up and applied one coat of paint to a few items. Unfortunately, he left a mess, and I ended up with paint on my new siding and sealed driveway. He mentioned that his job was only to paint and that Five Star had to prepare the windows for him. I just want my house to be 100% completed. Enough with the excuses related to COVID-19!

I talked to a guy named Frank from Five Star about getting new siding for my house. While he was inspecting, I mentioned that I had bought a window from them a few years ago. The window's seal was broken and there was a weird film on the inside. Frank said he would help me replace it. But I didn't end up choosing Five Star for my siding project, so they haven't contacted me about the window. I've been calling and leaving messages all summer, asking for someone to help with the window issue. I've talked to Sheila C a bunch of times. Once, she said Frank was on the phone and would call me back. But he never did. I also got a message from a guy named Ross M from Five Star, but I wasn't at my office when he called. I called him back a bunch of times, but he never answered. I left messages with Sheila C and on his voicemail. This has been going on all summer. All I want is for them to replace the window.

I signed a contract with Five Star Improvements on December 1 to get my house sided. I wanted midnight blue siding with white trim and tan accents. They said the job would start in April 2022. I called them in late April and they told me that the siding wasn't ordered until March 2022 and they didn't know when it would be delivered. Finally, in the end of June 2022, the siding arrived and they just dropped it off without letting me know. They didn't even consider if I needed the space in my yard for Fourth of July celebrations.

When the demolition started, the team was really careless and my yard looked terrible for 12 days. They even pulled out my cable and telephone lines, so I had to call each service provider to get them replaced. The siding process finally began on July 11, 2022, and that's when I noticed that the color was wrong. It was dark gray instead of midnight blue. I called them to let them know, and Ross replied with a message saying, "it kinda looks blue to me in the sun." I'm really disappointed because it feels like they tricked me. Five Star Improvements hasn't handled this situation well at all. I had no choice but to stick with the wrong colors because they didn't discuss replacing the siding with the correct color without charging me extra.

We hired Five Star in May to build a 400sf addition and replace our deck with a three season room. They quoted us a price of $118K, which is pretty high for such a small space. We had some delays with the architect, so we didn't get our zoning variance until August. Our first invoice from FiveStar didn't arrive until mid-October, and we paid it in early November. Foundation work started in mid-December but wasn't finished until mid-January due to mistakes in the site plan, issues with stone and concrete delivery, and errors by the mason that caused us to fail inspection. Framing didn't begin until February and was further delayed because the masons didn't cut the blocks properly for the beams. Framing wasn't completed and passed inspection until the end of February. There was hardly any progress in March. The electrician couldn't rough-in the wiring correctly because the window between the existing house and the addition hadn't been removed. Siding was supposed to start on March 31st, but when the subcontractor arrived, the siding hadn't been delivered. The subcontractor also noticed damage to the existing house siding caused by Five Star's roofers. Siding wasn't finished until mid-April. Roughed-in plumbing didn't start until mid-April. Unfortunately, the work led to a sewage leak in our basement, and Five Star claimed it was because our sewage line was probably clogged. However, when we had Roto-Rooter clean it, they said it was perfectly clear. In May, there was very little progress except for drywall. We had a walk-through with the project manager, who assured us that our concerns would be addressed and work would pick up. However, since then, we've encountered numerous other issues, including a gap in the new foundation, mistakes in the placement of plumbing and electrical in the bathroom, and uneven floors. We've only received excuses and empty promises.