1 /5 Jen Ramsey: I was in a not-at-fault collision in August of 2023. Five Star was the preferred repair center for my insurance, so I agreed to use them. The initial estimate I received stated that the turnaround time for repairs was 30 days, which came and went. I followed up every few weeks to a month, and each time I was told a different reason why it was taking so long. First, it was the United Auto Workers strike (which didnt begin until theyd had my car for 30 days), then it was because parts took so long to get for Hondas, then I was told that the repairs were all finished and it was just waiting to be painted and the paint shop was backed up, etc. Finally in January of 2024 I was told that they were still waiting on a part, and it was taking so long because the manufacturer wouldnt just make one part and we had to wait until they had enough for a bulk order. Then, they decided to send my vehicle to the local Honda Service Department to see if they could fix the part instead of replacing it. Honda had my car for a month or two, and then I was notified by my insurance that the claim had been paid out, so I called Five Star to verify. Out of all the times that I spoke to them, I initiated almost every contact. They didnt even call to tell me that my car was done after almost 8 months. A few days after picking my car up, we realized the A/C was blowing hot. Called Five Star and was told that "it was working when they sent it to Honda" but to go ahead and bring it in, and the Freon ended up being low and needing recharged. Then a few days later I realized my front license plate was missing. I called again and was told that none of the photos they had of the car had the license plate on, so they probably didnt even get it, but theyd look for it. I never received a call back, and I had to pay out of pocket for new plates. Then, a few weeks ago my check engine light came on stating there was an Emissions System error. Took it into a different Honda Service Dealer and it looks like Five Star either missed that a fuel valve was cracked/broken or broke it themselves during the repair process. Honda also told me that the hood is missing the insulator, and instead of ordering new hood/engine stickers from Honda, it looks like they just removed the ones from the old hood and used double-sided foam tape to attach to the new hood, which doesnt affect its drivability but really just shows the level of care and work ethic. I have since moved out of the area, and now have to work with my insurance to re-open the claim and have Honda fix it, and I will be without my vehicle, again, after not having it for almost 8 months, but still having to make vehicle and insurance payments the whole time. I absolutely do not recommend taking your vehicle to Five Star for repairs. They are obviously over-obligated and over-worked, and it shows in the level of care they will show you as a customer and your vehicle.
