Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company explicitly markets on their website that they have “free quotes” and you can “request an estimate”. I did this for a plumbing issue. There was no mention of service or payment…it very much looks like you’re requesting a free estimate when you fill out the appointment form online. Then they come to my house, and they charge me a “service fee / trip fee” even though I didn’t proceed with getting any work done. How is that free estimate? I called the office and was told the free estimates are only for certain types of appointments (which again, was never mentioned online when I booked the appointment, it said FREE) , and they tried to appease me by offering me a discount on future service. I want no part of future service from the company. Totally false advertising. Completely misleading.

  Business response

  05/17/2024

  Dear BBB Representative,

  
  Thank you for bringing Mr. ********' concerns to our attention. We value the opportunity to address and resolve customer issues promptly and transparently.

  
  Website Information and Free Estimates
  Our website features a button labeled "free quote." When users click this button, they are presented with two options: 1) to receive an HVAC quote and 2) to receive a plumbing quote. As our attached screenshots confirm, neither option explicitly states that the estimate is free.

  
  At Five Star Home Services, we do offer free estimates for our services. However, the specific service Mr. ******** scheduled was to test the water pressure at his home, which falls under our paid service offerings. This is clearly outlined in our online scheduling software, where we state: "Service and maintenance start at $99 and up, depending on the scope of work. Please note that this charge is in addition to any repair costs. However, the service call charge does not apply to estimates. After you book an appointment, you will receive a confirmation text or email. A member of our Customer Service team will then call you to finalize the details of your appointment. For additional information, please contact us at ###-###-####."
  Service Scheduled
  
  Our records indicate that Mr. ******** scheduled a plumbing service, not an estimate. This distinction is crucial as it clarifies why the service call incurred a fee. Our terms and conditions regarding service charges are transparently communicated during the scheduling process.
  
  Customer Follow-Up
  Upon receiving Mr. ********' complaint, our call team promptly attempted to follow up. Unfortunately, Mr. ******** hung up on our representative, and subsequent attempts to reach him have been unsuccessful. We are still committed to resolving this matter and are available to discuss it further at his convenience.
  We hope this clarifies the situation and demonstrates our commitment to customer satisfaction. Please feel free to contact us with any additional questions or if further information is required.

  Customer response

  05/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21670058
  
  I am rejecting this response because: 

     First off, I've already disputed this with my credit card company who has refunded me and charged back the business for the payment.

     But secondly, There response is not entirely true....they never called or texted me before coming out to confirm that it wasn't free.  I also hung up when they called me because they tried to deflect my complaint and sell me on
  additional service instead.

  To remedy this issue, I'd ask the website to change their marketing as this is entirely misleading.  They are clearly trying to bait people with bold text and images of "free quote" and "request estimate" and then hide the $99 service fee in the fine print.  They should change the website to say "contact us for repair" or "request service" and stop trying to act like its free.  I've had other companies actually give me free quotes before doing any repair and not charge a "trip fee."
  

  This company is totally misleading so either needs to stop charging the trip fee or change the way its advertised on their website.
  

  
  
  Regards,
  
  **** ********

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see attached copies. It will explain all that's been happening since first filling. We have had the run around constantly. Roughly Brian repersanty the above company to get the accurate info to our insurance co. Response was talked to the installer, and he said to Brian, Quote $600.00. The quote to our insurance was $358.00. Neither quote never was given to us at any time.

  Business response

  05/01/2024

  We appreciate the opportunity to respond. Here's a detailed timeline and clarification of the events surrounding the customer's job:
  
  July 22, 2023: Nathan S****, our Residential Sales Specialist, visited the customer's home to address their concerns. After diagnosing the system's condition, Nathan presented two estimates: a $538 repair estimate for dual capacitor and compressor savings kit replacement, and a $7,371 estimate for a full system replacement. This is documented in our CRM with a customer signed contract. The customer chose the full replacement option, which was completed on July 24, 2023.  Only the client and Nathan were present at the appointment ran nearly a year ago so the conversation regarding the potential repair costs that could present themselves with his system cannot be confirmed.

  January 31, 2024: The customer requested a paper copy of the service estimates. Destiny, a call center representative, took down the customer’s address and dispatched the requested documents. Documents were mailed noted by notes in CRM.

  February 1, 2024: The customer inquired about picking up the documents from our offices. Emily, another call center representative, explained that our call center is located in Xenia, Ohio, and not in Lancaster, Ohio where the customer resides. She confirmed that the documents were mailed on January 31.

  February 9, 2024: *******, a claims adjuster from ****** ******, contacted us about the customer’s air conditioner replacement in July 2023. He requested documentation regarding the service notes, which we provided. These notes included details of the dual capacitor failure and the recommendation for replacement based on the system’s age and condition.

  February 14, 2024: ******* followed up for additional information regarding the possibility of repairs. Our representative, Garrett, informed him that we were still awaiting further details and would follow up accordingly.

  February 16, 2024: ******* reached out again and spoke with *******, who marked the issue with urgency for follow-up.

  February 20th, 2024:  Justin, our HVAC Service manager had been requested to help the client by completing an Insurance form.  He completed it with only the repair costs that were absolutely necessary but did not include any assumptive costs that may occur once the system was repaired.  Which concurs with why the Service Titan estimate and the Insurance form were different amounts, as the Hard Start kit which would be considered a precautionary measure.  Form was submitted to Insurance company, confirmed by Note left in CRM by Charles.

  March 4, 2024: Our accounting team received a communication from ******** stating that ******** presumably the customer or a representative, had not received return calls. Jennifer H***** from our accounting team attempted to connect with ******* regarding the ******** financing. Although Jennifer was on another call, our team assured ******* she would return his call promptly.

  April 24,2024: Replace estimates were mailed to customer referencing the repair costs.
  
  We have made several attempts to reach out to the clients Insurance carrier without luck.  
  
  Throughout this process, we have strived to provide prompt and thorough responses to the customer's needs, from the initial service call to addressing inquiries about financial arrangements and insurance claims. We regret any inconvenience experienced by the customer and remain committed to resolving any outstanding issues as efficiently as possible.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and requested a high efficiency furnace and a/c unit to replace my current units in Oct 2022. I wanted a high efficiency top notch for 10k or under. Well I got tricked into thinking the furnace I purchased was high efficiency. It has an 80% efficiency sticker on it I asked the Tech, I told him I wanted high efficiency he said the best efficiency anyone could get is 83%-85% efficiency and I had The Best unit for my size home. Well I believed him. March 2024, just last month, I had a weatherization inspection to have my home weatherized and well they left numerous things unfinished with the furnace install and I have 400 degree exhaust fuse causing carbon monoxide to backfire INTO my basement when the water heater and furnace run at the same time. There are many issues I do Not understand but I HAVE to REPLACE my furnace AND hot water tank now and all they want to do is fix the flue liner???? I have another dang near 10k expense again due to their neglect and lies. This is totally Unacceptable and they keep saying I signed for standard efficiency. No it says 80% efficient and when I asked about that I was to exactly what I said above. How is any customer supposed to know what % efficiency is actually High efficiency THATS Y I ASKED THE TECH!! NOWHERE on my contract does it say the word Standard!!!! The Tech was fired a bit after my installation due to his performance and issues with his work I was told by Blake at the office. So that right there should be a giant sign the Tech has caused issues with other clients and the company caught up about it. So how bad did it get before he was let go and how many other clients have been taken advantage of?? My detail of installation does Not say that I got what I requested and due to my ignorance in the HVAC field I was taken advantage of. And will Never return nor recommend this company

  Business response

  05/01/2024

  November 2nd, 2022, the customer utilized Five Star Home Services for the installation of their HVAC system. The contract signed outlined the installation of an 80% efficient 60k BTU gas furnace, including all necessary venting, electrical, gas piping, duct adjustments, and the removal of old equipment. The price also covered a Five Star 13 SEER, 2.5 Ton Air Conditioner, complete with the condenser, A coil, either a new line set or a flush, pad, outdoor disconnect, and the removal and installation of equipment, inclusive of tax. The invoice did not state the furnace was high efficiency.
  
  
  In the customer's filing to the BBB, they attached the invoice detailing these points.
  
  
  In February 2024, the customer contacted our office and spoke with Blake, our Columbus Installation Manager. During this conversation, the customer reported the issues mentioned in her filing by their inspector along with a flue liner leak.. Blake confirmed that the installation had been carried out as per the signed agreement (with a 80% efficient, not a high efficiency, furnace). To help remedy the leak, we offered a complimentary flue liner installation. However, the customer declined this solution, and there has been no further communication from their side on this matter.

  Customer response

  05/03/2024

   

  I am rejecting this response because: first off there was no city permit Lancaster Ohio requires it. Had the permit been requested the city inspector would have never never accepted and passed their installation. I was told that by three different inspectors also Yes my contract did say 80% efficient. No client who knows nothing about furnaces is going to know that that is standard efficiency. I found that out this past March 2024 when I had the Community Action inspector come in my home and again in March when the new installation guy came I found out efficiency can go up to 98%.! Nowhere in my contract did it say standard? Nowhere neither did it say high efficient. But I did ask the tech about 80% efficiency sticker on the furnace. I was told somewhere between 83-85% was the highest anyone could get and the 80% efficiency was perfect for my size of home I was lied to. I was taken advantage of. I was told it was high efficient when it is not. I found out by Community Action here in Lancaster, Ohio that that is a flat lie. In 2022 there was better than 80% efficient furnaces available. I got an old style unit. The guy who replaced the furnace I took pictures before and after. I also had carbon monoxide back gashing into my home and my basement. I'm lucky we weren't killed cuz we do smoke down there so thanks for leaving our family & house at risk. That's real nice. I don't appreciate the neglect. I don't appreciate the lies and being taken advantage of. I want minimum the cost of the furnace back in full. I do have an attorney who WILL also be in contact with the company of complaint. 

  
  Regards,
  
  ****** ****

*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. ↩