Five Star Restoration & Construction Inc.

Five Star did extensive work on our home (replace drywall, replace flooring, painting, baseboard, minor electrical work) following water damage from a burst pipe. They and their subcontractors did an outstanding job. We were very happy with their service.

Review: Five Star Restoration Restoration started some construction,but stopped. [redacted] have asked them to send the estimate of their work, and they would settle the remainder with us.

Five Star Restoration Restoration started some construction,but stopped. [redacted] have asked them to send the estimate of their work, and they would settle the remainder with us.

\Desired Settlement: Please send estimate to AAA Insurance so the work can be finished.

Business

Response:

Five Star Restoration & Construction did submit the estimate to [redacted] Insurance for the cash out portion to Mr. [redacted] on June 10, 2016. A brief description: This job came to us via [redacted] program, they have the funds for the reconstruction work and will be sending the funds back to [redacted] Insurance. [redacted] Insurance will then settle with Mr. [redacted]. Please understand this is not because of our work performance, this was a financial decision made by Mr. [redacted]. Mr. Thomas can contact [redacted] at [redacted] Insurance to confirm. *-[redacted] Thank You

Consumer

Response:

Please disregard this message, we have heard from the insurance company and the matter is been taken care of.

In my opinion, 5 Star is defintely a "5 Star" business. They are VERY thorough and take the time to explain their services in detail. I experienced a sudden water issue damage. Called the insurance company, and within hours a 5 Star representative telephone me and scheduled a home visit. They came, mapped out the damaged areas, left those loud dehumidifiers, and returned the next day to tear down the damaged area. The work crew was very punctual in arriving, never took a break and worked as a team. Kudo's to [redacted] and [redacted] for a job well done. These three men represent the company very well. They demonstrated nothing but professionalism on a consistent basis. Carl was good too, but just came to do measurements again and remove a few of the blowers. [redacted], the foreman was excellent, and demonstrated GREAT customer service to me. I highly recommend this company.

Review: installed floor is lifting, called three times no response. sent letter that I am informing Revdex.com. fivestar restoration subcontracted Goldriver flooring to replace my floor. we had a problem with one area, they said I got floor wet (disagreed). Later floor started lifting in other places. I called three times no reponse. They also refused to send me information on floor, contract, warranty, manufacturer etc. Frustration cause me to reach out to Revdex.com. thank you, [redacted]Desired Settlement: fix floor as to not lift and be flat and smooth like rest of floor

Business

Response:

[redacted] Provencal -Owner of Five Star Restoration, contacted Mr. [redacted] right away. [redacted] found out that Mr. [redacted] had been trying to contact Gold River Floors and they had not returned his calls. We were not sure why he did not want to go through us. [redacted] Provencal let Mr. [redacted] know that we would set up a site visit with the Shaw rep and himself to get his problem addressed. [redacted] is waiting for the Manufactures Representative to contact us with a date and time.

Consumer

Response:

Update: After [redacted] contacted me about my floor problem, which was the floor lifting, he sent out someone to inspect the floor. I was told they wanted to contact the manufacturer of the materials used. The expert from the materials company (Shaw) came out with his assistant and spent some time inspecting the floor with measurement tools, camera and micrometers. They said it was moisture. They told me it would take 4 to 6 weeks to get back to me but said to call after four weeks. I called after four weeks and was told there were no reports as of yet. Six weeks went by with no communication, so I called 5Star Restorations and they told me the manufacturer said there was nothing wrong with the materials (of course).

Consequently [redacted] asked me what I would like to do. I said, “When will you replace the floor and how long would it take?” His answer was he would contact an engineering expert for the floor if I wanted him too. I agreed but asked who was paying for his services and [redacted] said 5Star would.

The expert came out and gave us an hour lecture on the construction of floors and foundations. After he was done he said he couldn’t find fault with anyone for the problem. He told us the problem was moisture and that we needed to lift some of the flooring to let the cement dry out for 6 weeks. He said the balance of the flooring would lay down. 5Star sent out their employee to remove the pieces of flooring on the morning of 3/27/14.

What is interesting is their employee, Igor, said that he found no moisture on the cement. He used a measuring device to check for moisture and said it was normal. Igor also said to me he felt the solution was to replace the whole floor, (isn’t that interesting). I asked Igor to go back and tell his findings to [redacted]. Not hearing from [redacted], I called to find out what transpired. [redacted] told me to wait the six weeks. That is where the case left off. Also what bothers me is the lifting of the floor around and down the hall in front of the master bedroom, which is a long ways from the original leak.

Business

Response:

The following notation is from [redacted]-Owner of Five Star Restoration. Mr. [redacted] and [redacted] spoke again today.

We paid out of our pocket for another flooring inspector/engineer to inspect the flooring to try to find out what is going on with his floor. He let us know he felt it was a construction defect that may be causing the floor damage, so at no charge to the owner, we are attempting to relieve some moisture that may be trapped under the concrete slab using the method of his recommendation. There can only be 2 ways the floor could be getting moisture damage:

1. Moisture could be coming up through the slab (the installer checked the concrete when he pulled up the boards per the engineer and did not find any abnormal moisture levels)

2. The customer may be over-wetting during cleaning or may have spilled liquids on the flooring causing damage to the laminate flooring.

We are hoping the process the engineer is recommending will take care of the issue. If it doesn’t correct the problem, our warranty cannot cover damage done by the customer or a construction defect. We will continue to work with Mr. [redacted] to resolve this issue.

Consumer

Response:

According to 5Star, they say the floor defect is not there problem because of construction. Am I to accept the fact that I have to accept the bad floor because they say so? How do I get experts on my side or someone that is not hired buy the defendant. Remember their employee said the floor is not wet!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.

Sincerely,

Business

Response:

I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.

Sincerely,

Consumer

Response:

Consumer states that he is working everything out with the company.