Five Star Plumbing Heating Cooling Electric

Jeri A.

This is a long review detailing the sub par experience I had with 5 star. In January of 2018 our older HVAC unit went out during a cold snap. I read some reviews on local companies, and was impressed by the reputation that 5 star had. The technician was prompt in getting to our home and diagnosing the unit. He said that it was leaking Freon, and that he could put a band aid on it for now but that it would probably need to be replaced very soon. About 30 minutes after the repair the unit went out again as the tech had said it probably would. He got in touch with the salesman who was able to come out within the hour to discuss replacing our unit. After some review of our home he talked me into replacing the unit and ductwork as well as adding insulation in the attic. Total cost over $12000. The salesman and repair technician are the end of the good news. The work was scheduled for two weeks after my meeting with the salesman. The weather at the time was in the teens at night. 5 star was supposed to bring space heaters but didn't. We ended up calling the emergency line after 10 and were lucky enough to reach one of the few good managers that they have. She couldn't believe that they had forgotten us in the cold, and brought us heaters. I give props to that woman she was one of the few good ones! The end of the two weeks landed on a snow day. They didn't come out due to safety concerns for their employees(I get it). They came the next day, but didn't show up until mid afternoon. We were very excited to finally get started! The problem? Five star only showed up to rip out my old duct work. Opening the old vents only left us colder then we already were. The words of the install team were that they were busy(we had waited two weeks) and that they only came that day to make an appearance to keep us happy. Two days later they came back with the full install team. The team was friendly enough, but were very young and immature. At one point during the install the crew heard an ice cream truck coming down our street and completely stopped working. I mean I'm taking guys running out of my house and crawl space to take an ice cream break. Consistently used foul language inside my mom. Worked very slow, and installed the vents in a way that later had to be repaired during the process of selling our home. At one point during the install when I wasn't home my wife heard the crew leader yell """"You ****** broke it!"""" as they were working in our crawl space. We never heard what they broke so we left it alone assuming they fixed it. We just really wanted this job complete. We later found out that our AC unit was damaged! Pictures to follow with that. The whole process to install our new system including inspections took over a month. Over a month in the cold. My daughter was only 3 months old at the time. I wish the story ended here, but unfortunately there is more. A few months after the install we were preparing our home to sell, and found significant damage to our BRAND NEW AC UNIT! I called 5 star immediately, and was told that the install manager would call. I missed his called but called immediately back. No answer. The same thing happened the next day! No call back! I finally talked to him the next day and he assured me that someone would be out that day to view my issue. No one came to view it and no one called. We waited a couple days and then my wife called again. The female associate in the office was rude to her. Probably due to the fact I had sent several emails regarding my frustration. None of which were rude or threatening. Finally that day they sent a technician out to view the damage. We were away from home, but were told that someone would call us that afternoon to discuss the damage. Again NO ONE CALLED! My wife called again (gave them two days), and they said Larry the owner was involved in the incident now and that we would be called that afternoon. NO ONE CALLED AGAIN! It's been two weeks since we have spoken to someone. At this point I'm honestly convinced that their way of dealing with customer complaints is to just ignore them until they go away. My wife and I are very patient people, but we are done dealing with this company. We are washing our hands of the incident because it's just not worth the frustration anymore. We have considered going to the local magistrate to demand at least some sort of compensation considering we paid $12000 for a damaged unit. Also the crawl space door they replaced failed a home inspection and will have to be repaired. Please be wary of this company. They have great branding, but fail to deliver when things go south.

Unhappy C.

Came home from work this evening to a cold house, and with temps dipping into the 30s tonight, I called Five Star. We've been clients for seven years and would not use another provider HVAC. Tyler, on call tonight, arrived at my house tonight close to 10 pm and was so polite and helpful that it was like I was his first customer of the day. He got my auxiliary system working within minutes and left me with two space heaters just in case until another technician follows up in the morning. Tyler was thorough, patient, entirely professional, and downright interesting to chat with. Always satisfied with Five Star!

Janet P.

terrible customer service, deceptive business practices when they charged for a service they didn't provide. over a 2 months and they refused to refund. they are forcing a legal claim over $650.

Nancy Y.

We were told the repair guy would be here between 8 and 9am, showed up at 930am. Then had to Google the name of our tankless water heater to get info on it. Then spent pretty much the next 2 hours on the phone with the manufacturer's Tech support, so pretty obvious he had no clue what to do. When I mentioned maybe we needed a more exp. tech to help us, he claims he """"installs these all the time."""" Then without using a manometer to test gas flow levels, without cleaning the ignitor rod, he finally gets off the phone and then tells me we need a new ignitor unit even though he ran no tests. Then tells me its going to cost $350! To install a $9 part that simply snaps in right in the front?! I called Noritz's tech support myself and they had their entire conversation noted. Five Star's guy was given all the steps, which he didn't do, but jumped ahead to the end when he was told """"when all else fails, it may be the ignitor."""" He also told us our 12 year old unit was on its last legs and he was surprised it lasted this long - the Noritz tech guy laughed and said their units last 20+ years easy, much longer than the larger tank water heaters. The Five Star guy just BS'd me all morning, what a waste of my day. Ordered the part ourselves and Noritz said to call them back, that they'd be happy to walk us through it. Our neighbors told is they get regular maintenance done for $150 or so each year The Five Star guy told us if we paid the $350 for the install, he do the maintenance for """"free, which would save us $450."""" Needless to say, we do NOT recommend this company at all....what a train wreck.

Vickie M.

Our air conditioner wasn't working properly. We just moved to the area and they had great reviews. However, they got to our house and priced us out for three different options. We were told the cheapest option would probably fix our problem and it was $891. So we chose that option. However, 24 hours later our air was not working again. We were told that they would come back out and do 2nd go no charge. When we called them back and they now gave us a new problem/option. For a discounted price of $1000 we could get them to come out and fix it. Donnie does not know what he is doing and loves to up-charge for work. Sorry not wasting anymore money on them!! They are crooks. What they did normally costs between $100-$250 (we've called around the area and Asheville)and they took us for granted!! Did I mention when I looked at the paperwork signed us up for a annual service for $289. Worst company ever!! I would never use them again or refer them to anyone!!

Ramon P.

My ac went out gave them a call at my house the very next morning. After only 3 minutes of looking at my system the service tec said that my entire system had acid in the system. Then he went out to his truck to work up a work order and cost of the repair. Now this is what he said, my entire system had needed to replaced at a cost of you aint goingto believe this he quoted me a price of 11,700 after a few min that went down to 9,945 . About that time my brother walked in and seen the price. He gave me a number of another guy, this new guy came out looked at and repaired my ac for 850.00 including all part labor and recharging my system.

Chris M.

Paul c from five star plumbing heating and cooling fished my earring out of bathroom drain today. He was here promptly from original call, efficiently did the job, explained five stars other programs, charged a nominal fee for the work done. Turned out the plumbing under the sink had been glued so it wasn't easy. We will request Paul if we need plumbing help in the future!

Rebecca G.

We have been long time customers of 5* (12+yrs). 10+ years ago we bought a new HVAC system from them. The salesman didn't truly listen to me about my allergies. The new system didn't do the job so we must double filter, which voids the warranty. At first we had 1 tech for several years. After he became ill and passed away we now never know who we are going to get. Paul V. was an hour+ later than he said with no apology or phone call to let us know. Last year our tech said a part was reading a bit low in our air conditioner. This year Paul (different tech) said everything was fine = now who do we believe? This has been a good company in the past, but I would like the same tech for several years. Overall we have been happy, but it has not been a perfect experience, by any means.

William D.

Got in touch quickly but would not give me an estimate even with the pictures I sent. Wanted to charge me a fee to come out and give me an estimate.

Tony H.

Gave us an exhorbantly high price of $1700.00 to clean an exit pipe and put in a cleanout valve. Roto Rooter came within the same hour, did it for $400.00 and the cleanout valve was already there. So Five Starr actually LIED and was going to put a cleanup valve in when it was already there!!