Five Star Restoration & Construction Inc

They came in and did the mitigation fast and then sat. When prompted for answers to begin dates and regarding permits they lied repeatedly to myself and the insurance. Billed for I performed services, etc. the initial mitigation went well but that was bc they Subcontracted it out. The staff you deal with initially are very competent and nice but once you sign a contract the project died.

Took far too long and communication with the project manager was very poor. Scheduled events did not occur on time. I have used them before and been happy but they are no longer “five star” in my opinion.

The work is still ongoing but so far it has been excellent. Everyone is very nice and helpful in explaining what is being done and what comes next.

From the beginning to the end this company stood out. Excellent customer service, professionalism and integrity. Overall satisfaction with work performed EXCELLENT

unknown

The leak happened the first week of May. It is now mid-August and we are still without use of the bathroom, are washing our dishes in the our laundry room sink, which is the only sink available on the ground floor.
Because I complained, they finally cleaned out the old appliances and put our stove back....in our kitchen with no sink, dishwasher, or counter tops.  We are taking care of my elderly mom with great difficulty through this, and they have gone weeks at a time doing nothing. When work is done, it is because they have sent one or two workers at a time to do a specific job, like paint, and then we wait another few weeks. One example of many is that they were supposed to paint our small pantry area to match the kitchen...approved and even mandated by insurance company...but I was told they wouldn't do this. I had to call the insurance company for intervention. OK, so now they painted the pantry, but the molding around the door frame was my problem. Unbelievable The  crew that refinished the cabinets fumed up the house. I had to tell them to put their solvent soaked rags in plastic bags...no fan was used or anything partitioned off. Now after weeks of drying time, the doors are still sticky. Oh, and they lost a cupboard door, which they are replacing. Just got an email saying they picked it up for me like they are doing me a favor. This has been a total nightmare. Run far, far away from this company.

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Cleaning damage was quick.  They did not tell me to hire my own contractor for repairs, so I had to wait 2 months before they would do restoration-- 2 months without a kitchen!  I was told that they were way backed up on projects as they took up other jobs from contractors that went bankrupt and I had to wait.  When they finally did come, they rushed and did a very sloppy job.   The team that tore my kitchen up told me to plan what I needed done so I wouldn't have to re-do in the future.  The mgmt team that came in to restore did not want to do changes as they were so busy that I had to put projects on hold ( I wanted a new sink and faucet-- kept asking for size and type so I could purchase them and when I did get size, it was too late as they were ready to finish.)  

• This company also relies a great deal on payment from insurance claims so their prices are very steep-- I feel that they really take advantage of people who are in dire straits and are at their beck and call to agree to whatever just to get their house back in shape.

Most of the workers are great but the middle mgmt of this company are all money and speed driven and not into quality and empathy for their customers.
It may be too late for me, but maybe this will wake their owner up and reconsider how they do business in the future..

unknown

The technicians from Five Start were very polite and professional.  They performed the work quickly without any issues.

During one of the storms we had in December of 2012, I was awakened in the middle of the night by the sound of dripping. I discovered that my master bedroom window was leaking and the water was dripping down on the window sill. It ran across the sill and down the wall and eventually across the carpet. I placed towels at the point were the drips were falling and tried to go back to sleep. The next morning (Sunday) I woke up and called Five Star, after looking through my monthly flyer from Angies List. They responded that day, started the drying proccess on the rug and placed plastic sheeting aroung the window to prevent further damage and allow the repair the leak, which was a faulty seal around the master bedroom window. Over the course of the next four weeks, Five Star worked with my insurance complany and ultimately completed replacing the insulation in the wall, wallboard, carpet pad and painted all areas affected. Everything is as good as new.

5 Star did what they said they would exactly when they said they would do it.  They also did not ask for money until the work was 100% complete.

Went very well from start to finish.  Kept us, tenant and insurance company well informed

I woke up at 5:00 AM in the morning to a drip sound during a very strong storm in our area, discovered the drip was water dripping on the interior window sill of our second story master bedroom.  My temporary fix consisted of towels, till daylight, so I could assess the damage.  Upon discovering I also had water on the floor at the opposite end of the window.  My immediate reaction was to grab my Angie's List Monthly edition and look for a water damage company.  I called around 8:00 AM on Saturday morning and they returned my call within an hour.  Shortly there after a two man crew arrived to start the process of repairing the damage that had been done.  It took three weeks to complete the repairs, due to repairing the cause of the water damage before finishing the repairs to the wall and carpet..  Overall I was quite satisfied with the work performed, the friendliness of the employees and the willingness of the owner to work with me on a few of the repair items that I could complete to save a few dollars, to offset my insurance deductable.  They also give Angie's List members an additional discount.

This episode  was tough for our family.  Even a year later, I am glad we choose them.   
The initial phone intake was awesome!.   I am in cust svc, and what initially sold them to us was initial phone intake. 
They seem to have a customer service system in place.  I think they do regular training with their employees.
By Aaron, the head guy, doing the initial eval, and all employees wearing company shirts or tee shirts, it lent a great level of comfort and professionalism to our experience. 
Three notes:
1.  The weather turned cold the minute we had to shut down HVAC and leave the negative pressure airflow system in place.  Our house being 40+ was drafty, and this resulted in a week of 40 degree temperatures in the house.  We had to fend for ourselves with portable heaters  for 20+ days before repairs were completed, negative pressure system removed and we could use the HVAC.  Nature-not five star's issue.
2.   Our cabinets were old.  We had to call back the cabinet sub 2 times to correct issues he missed.  He was a very busy guy.  Five star did what they could to correct the situation, and the sub stuck to the scheduled time.   Five Star was cool waiting for payment until the issues were resolved.
3.    They did a great job locating the cold water line in the wall for the refrigerator that had been covered up during original construction.   Everyone coordinated our access to the water line so we could use it when repairs were complete.
Their overall goal was the safe and efficient disposal and repair of the water damaged materials.    I strongly recommend them to others.  

They do a great job, this is the third time I have used them.  Everything looks like new once they were done. They are expensive but you get what you pay for. 

The response was quick, but with extra charge due to weekend.  The cost is very high.  Did clean up the water problem and dried up the walls,  but they damaged my washer and dryer when moving them out of the laundry room.  The repair cost quoted was very high.  I hired a contractor and got it done at half the cost.

Very very well. See above.

.They seemed to do a very good job although I'm not sure the job was as complete as it could be in regard to the damage done to the carpet. Overall I am satisfied with them and I can recommend them on most counts.

Extremely well start to finish

He seemed very professional and we liked him a lot, he has followed up with us appropriately. We just haven't decided yet if we will go with this company.

The dry rot and construction went exceedingly well, very professionally done--Chris was outstanding. The company kept us well informed of the construction schedule, and all of the Five Star people were very personable. The vinyl installation went well, also. The painting (which was subcontracted) was a bit of a disappointment. The guy that painted the baseboards, a windowed door, and door jams was suberb. His assistant that did the wall painting, was not so good. Five Star made much of it right, by painting some of the less than satisfactory work over again. The biggest issue I had was the fact that the wall preparation wasn't satisfactory, so the post-paint wall appearance was pretty rough in spots. I don't know if the preparation was the responsibility of the painter or the company, but in the end, rough surfaces got painted over and look a little choppy. I'm sure Five Star would have also made that right if I'd made an issue, but we were anxious to get our kitchen back.

Five Star Restoration assembled a team and appeared at my home a 1 1/2 hour after making the claim with my insurance company. Nathan the project manager sat down with me to explain every step of the process and the options I had available to me. The clean-up team was kind, professional and showed concern for my neighbors because the equipment used to pump the water out of my house was loud and was running around 10pm on a Friday night. Every step of the procedure they performed was explained to me and once all the fans and dehumidifiers were set up I was given a tour and further explanation of the equipment in my home and it's purpose. My home was packed up with great care for my belongings and furniture and each box was labeled with excellent details. I knew exactly which box contained items from the nightstand on the right side of my bed vs. the left side of my bed. The assessment and pictures were sent to my insurance company first thing Monday morning. Nathan was an excellent project manager, keeping in touch with me every few days and sometimes daily to explain the progress on my job. Nathan and his team really listen to homeowners. They happened to catch a comment I made about me not expanding out my laminate prior to the water damage and worked with me to upgrade the flooring in my home. We were able to match the existing laminate and the team performed a beautiful job laying the laminate. When everything was put back in place it was so beautiful it was hard to believe that I had water damage. All the carpets were cleaned and they did such a beautiful job the carpets looked brand new. My insurance company performed a follow-up audit and out of a 15 pages of line-items only had minor follow-up questions on 2 items. The auditor complemented Five Star Restoration on their integrity and high level of work performed. To close out the job I was invited to the office where I got to meet the owner and the rest of the office staff. I was presented with a specialized gift bag of flavored oil olives to go along with the other flavored olive oils in my kitchen, a card signed by the staff and a video of before and after pictures. I have been so pleased with this company from start to finish that I don't know how anyone else can top the level of customer service I have received from them. I will be using them for my future carpet cleaning needs along with any future remodeling needs. I highly recommend them as a company and I thank them for making an unexpected disaster in my home manageable.

They were excellent from start to finish. Did what they said they woud do, when they said they would do it. They were professional, punctual, courteous and friendly. I put NA for costs because I dont know what others would have charged. But these guys were worth it.

Five Star was quick to respond and extremely professional. The tenant called me at 11:00 on a Monday night to inform me of the situation, and by 10:00 the next day, Five Star had one of its representatives at the property. They started work later that afternoon. The unit looks good as new. Best of all, Five Star provided all of the necessary information to help expedite my claim with the insurance company.