5 Star Roofing & Restoration

Mixed Experience – Excellent Sales Support, Poor Follow-Up and Customer Service We recently worked with 5 Star Roofing in Fredericksburg, VA, and our experience was a mix of great initial service and disappointing follow-up. Rick, our sales rep, was fantastic—professional, responsive, and very helpful in coordinating with our insurance provider. We were in the middle of a move and trying to get the roof completed quickly, and Rick helped make that happen smoothly and efficiently. The issues began after the job was finished and we moved into the reimbursement phase. We paid 5 Star Roofing upfront and were told by Rick that an ice and water shield was required and would be covered by insurance. However, when the insurance documents came back, that item wasn’t covered. Rick then told us we would be reimbursed partially by both the insurance company and 5 Star Roofing. After going back and forth, we eventually received the portion from our insurance. Unfortunately, trying to get the remaining amount—approximately $600—from 5 Star proved to be incredibly frustrating. We spoke with a woman named Jody, who was unprofessional and dismissive throughout our interactions. She initially said she’d forward our request to accounting and asked for our mailing address, but weeks went by with no response. When we followed up, she seemed irritated by the call, telling us, “I’m late for an appointment and don’t have your stuff in front of me,” and offered no suggestion for a better time to call back. To make matters worse, we received a call the next morning from someone who identified himself as either the owner or someone in a leadership role. Instead of helping resolve the situation, he questioned why we thought we were “entitled” to the refund. When we tried to explain our reasoning, we were repeatedly dismissed. He ended the call by saying, verbatim, “This is where the buck stops,” and then hung up. It’s unfortunate that such a promising start to our experience was so negatively impacted by poor customer service and dismissive communication from other staff members. While the roofing work itself and our experience with Rick were excellent, the lack of follow-through and professionalism from others in the company left us truly disappointed.

M.G, May 8, 2025