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Five Star Improvements

145 Norris Dr, Brighton, New York, United States, 14610-2422

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Five Star Improvements Reviews (%countItem)

1. Regarding a roof repair project, which I approved, I waited over two months (from 6/25/19 to 9/9/19) to obtain a three-line statement from the employee responsible for this aspect of the project, advising my *** homeowners insurance representative that the apparent cause of the damage related to ice damming. I called and emailed at least three times to ascertain when I could expect the information to be provided to my insurance company, regarding the insurance claim I filed (On June 25, 2019, I was assured that ”it would be no problem” to draft and send a letter to the insurance company). Each time I called or emailed to follow up, I was assured it would be taken care of, only to find out that it never was. Finally, on 9/6/19 I telephoned a Supervisor at the company (Ross M), who assured me it would be taken care of. Finally, on 9/9/19, the letter (email letter) was sent to my insurance company (***).
2. Regarding roof project recommended and approved on 6/25/19, Production Manager, Eric N, drew up an appraisal for interior ceiling damage repair, early on, somewhere early July 2019. I approved of this estimate for interior ceiling repair as well. I was told it would be scheduled. I called late July, August 8, August 12, August 20th. He finally replied, stating repairs would be scheduled for either 8/30 or no later than week of 9/2/19. I never heard back from him again. I had to call supervisor, Ross M, again, on 9/5/19. Supervisor reassured me that I would be contacted by Eric N later that day or early evening. I heard nothing. I waited until the next day (Saturday) and emailed Ross M to tell him I would be filing a complaint with Revdex.com; I heard back right away from supervisor M, saying that “Eric had left the company.” Ross M then took over and told me I would hear from him on scheduling my interior ceiling repairs. I did not hear from him on this. I contacted him yet again on September 13th. Still no word on date for repairs.

Five Star Improvements Response • Oct 03, 2019

The job was completed two weeks ago and the homeowner is paid in full and happy.

In 2011 we bought several windows from Five Star Improvements, Inc and were told and given a written guarantee that was good for life. I now have a window that needs to be replaced because the seal between the two glass panes is shot and there's moisture between the two panes. Called Five Star about it and was told that because the window manufacturer is out of business they can't do anything about it. What happened to our lifetime guarantee?
They won't replace the window and now we're suppose to be stuck with a window we can't see out of because of all the moisture.

Five Star Improvements Response • Apr 25, 2019

Revdex.com spoke to Ross and the following was relayed: The window company being contracted has been out to the home for measurements and is dealing directly with the homeowner. This is in the process of being resolved.

Customer Response • Apr 25, 2019

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

Highly recommend! They have done two roofs for me and each was done within two days and the crew was so nice and did such amazing work! I worked with Ross and had a great experience. Thanks!

5 Star was by far the worse construction experience ever. The initial roof job was for $33,000 and was supposed to be a total tear off and skylight replacement. The crew was poorly managed and without skills. Non English speaking hardworking men worked during high winds and into the night even though company was contacted. End results for initial job was poor installation of shingles, code violations for flashing, cardboard was used instead of weatherproof materials, and a host of problems. Jason Pignagrande was contacted repeatedly and supplied with images of job. We were promised a highly skilled crew however basically 1 man showed up and job lasted entire summer. Jason Pignagrande never came to examine second job and reported 'he was very busy and one of top companies'. He laughed as I explained the second job had been inspected by a licensed contractor and multiple violations had been located. The initial contract was not followed. The weatherproofing had not been extended, flashing again were not up to code and only 3 were replaced. (There were 10 more needed) Shingles were broken, bare wood, small area where wood had been replaced as per contract now was buckling up. Total disaster roofing job that resulted in structural and water damage. As home owners, we ended up paying tens of thousands of dollars to have a company remove mold cause by 5 Star. We needed attic repaired and insulated removed due to water damaged. Jason Pignagrande refused to address damages cause to attic, walls and ceiling of our home. We now have another company addressing issues and plan on taking actions. The financial costs, time, efforts and damages have been exhausting. Each job by 5 Star has been carefully photographed and documented. Absolutely do not recommend this company.

Five Star Improvements Response • Feb 12, 2019

Five Star has and continues to offer a workmanship warranty on the roof. In addition to offering to repair any issues we have offered to cover the cost of an independent inspector to inspect the roof and make any repairs that may come up as a result of the inspection. We have also offered to repair any damage on the inside of the home that may have occurred from any warranty related issues. To this point she has refused both the inspection and for us to send our technicians out to address any warranty issues. I am hopeful that she will let us come out and make things right.
Jason

Customer Response • Feb 14, 2019

After over 50 textes and phone calls to 5 Star and 2 reportedly roof repairs, we became extremely doubtful as to 5 Star's ability to make the necessary repairs. Twice 5 Star sent out crews to repair our roof only to find the jobs were not up to code. The initial job was an absolute disaster. Cardboard was located as underlayment instead of weatherproofing. Skylights leaked, roofing leaked into our attic and inner walls. 5 Star's second attempt to repair the initial job was equally disappointing. Flashing on all the skylights were not replaced as promised. Major violations were noted. The second job was completed by basically one individual and 5 Star failed to provide a final walkthrough at the end of the second job. Throughout the 5 Star 's second attempt at repairing, calls were made to the office. On several occasions flashing flew off the roof and landed on our deck almost hitting homeowners. Tarps were not secured during second job, leaking occurred, gutters were not secured and a host of infractions were noted. Within 3 months after the second roof job, 5 Star was contacted. They agreed to get a painter to repair damages. The painter 5 Star sent appeared to have over 3 felonies and 5 Star admitted they did not do background checks. Owner Jason Pignagrande was contacted who dismissed the damages which occurred to our roof over a year as minor cosmetic problems easily fixed. A licensed contractor was contacted and Jason Pignagrande laughed and said good luck getting any financial reimbursements because 'he was a top 100 businessman in Rochester. Jason refused to compensate for damages, he refused to provide information about our skylight or any warrants involving materials used when asked. Due to this company 's record involving repairing damages caused by their company, failure to send skilled trained crew workers, failure to complete background checks, sending workers to complete job under unsafe conditions, failure to complete 2 environmentally safe conditions within our home, lack of communication and trustworthy practices. We do not believe 5 Star will honor their contract after they received $33,000.

It has been almost 17 weeks since I contracted with Five Star Improvements to
do repair work on the shingles of my house. I gave them a $600 deposit and was told by the sales person that the work would be done in 4 to 6 weeks. After 2 months I called the office and asked about the time frame for completing the work. No one returned my call. I called the sales person and was told that they would be doing the work at the end of the following week and someone would call me the day of. No one came and no one called. I called the office two more times and received one call back from a supervisor who said they would be able to do the work in the beginning of November. No one came and no one called. I think they are probably very busy and I am at the bottom of their list. I just want my deposit back.

Five Star Improvements Response • Dec 03, 2018

I just spoke to *** and we had a good conversation. She would still like the work done and I told her that I will make sure we get this done asap for her. I am following up with *** on Wed 12-5 with a start date. Jason

Customer Response • Dec 04, 2018

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

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Address: 145 Norris Dr, Brighton, New York, United States, 14610-2422

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