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Five Star Improvements complaints

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145 Norris Drive
Rochester, NY 14610 | Get Directions

(585) 256-1844

http://www.fivestarimprovement...

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Total Amount in Dispute:
$3,000.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

We have received no complaints against this company.

Complaint Closing Statistics

1 complaints against Five Star Improvements closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Five Star Improvements

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7/27/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

7/8/2021

This company was hired to fix two column (pillars) which had fallen over. They quoted the work would be done on both pillars, where the rotted base would be replaced and the pillars would be lifted, they promised pictures of both before and after. They raised the pillars and never replaced the rotted wood, they screwed in screws to support the pillars, They never pulled permits which resulted in a safety violation on the property. The company thereafter did not want to reimburse the money they took. Resolution Sought I would like my money back that I feel they stole from me, now I have fines and liens from the city due to their unprofessionalism and lack of awareness to pull permits when fixing property specifics to safety.

Company Response

7/15/2021

We were contracted on 1/27/21 to repair fallen column to the front of Diana Karen's rental property, we have fulfilled the contract to its entirely. Diana was not truthful to our company or you regarding a permit. She was cited by the city of rochester prior to us ever getting invloved. We completed the work, we received funds from her then I got a call from the city inspector telling me that there is a n outstanding violation on the property and that a permit and stamped plans from a civil architect are required. We contacted a civil engineer and met him, her property manager at the property. the civil engineer did an inspection and drew up plans for the repair. We provided Diana an estimate based upon the engineers prints, roughly $15,000. She then asked what the cost was to just take down the posts, we provided her with that estimate, she asked how fast we can start which i told her based upon her situation with the city I could push her up the schedule. After that, we never heard from her again, and she went on line and went to the BBB which is a total shock to us. I am in the process of responding to the BBB which I am very confident it will go in our favor.

Customer Rebuttal

7/20/2021

We contest the response as we received the violation due to 5 star not pulling the permit. In addition they quoted 17 k for the repairs which we have in email form and can provide. We can also provide dates when they did the supposed repair. The violation from the city is dated thereafter. Shall we email those facts?

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