If yes, click here to login.
BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Upstairs Downstairs Cleaning meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Upstairs Downstairs Cleaning include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Jill Davis, Owner
Cleaning Services Cleaning Services - Commercial Office Cleaning / Janitorial Services House Cleaning Janitor Service Janitorial Services (NAICS: 561720)
590 S Poplar Ave
Elmhurst, IL 60126 (630) 415-3003 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (847) 808-0003(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: I hired this cleaning service for $120 to deep clean my apt on Thursday March 27 at 8:30 AM. This is the confirmation email I received March 21. This serves as confirmation for a move-out cleaning scheduled in your home On: Thursday, March 27th 8:30-10:30 With: ***************** Cost: $ 120 Payable to:***************** 2 working day notice required on any schedule changes. ( $20 charge will be applied to late schedule changes, cancellations or lock outs. $25 return check charge) Any questions, please contact the office. Thank you, ********** UpstairsDownstairs Logo ***************************************************************** Office hours: 7:30am to 4:00pm Monday thru Thursday 7:30am to 12:00pm Fridays On the morning of Thursday March 27, the 2 girls showed up 20 min late and I wrote the check for them expecting them to do a satisfactory job. I asked them to leave the keys under a salt bucket outside my unit. I returned to the apartment Friday afternoon around 2 pm to my vacant apartment to check on the work the 2 girls had done for my scheduled cleaning on Thursday. The keys were not were I asked and it took me an hour to find them under a plant outside. The place was still dirty and nothing I requested was cleaned. The apartment was empty, I didn't ask them to dust furniture or vacuum the carpets or tidy up my furnishings. I had specifically scheduled a deep-clean move-out cleaning in advance to make sure it was known that I was paying for a deep cleaning of the apartments' appliances, cabinets, counters, bathrooms, and fixtures. I spent a good time explaining to them what I expected to be cleaned and what they did not need to clean because I was having a carpet cleaner coming the next day. What I asked to be cleaned: -Appliances: fridge, stove oven (specifically showed them the inside), dishwasher, washer/dryer (surface areas) -Cabinets: kitchen, laundry, and bathrooms -Countertops in kitchen and in bathrooms -Bathrooms: toilet, shower, cabinets, and vanity sink -Fixtures dust the 4 lighting fixtures in the kitchen, dining, and living room fan -Wood floors cleaned These specific requests were not met. I came to the apartment to find grime in the oven, debris in the cabinets throughout the unit and the top of the fridge, kitchen counter tops still dirty when I ran my hand over them, water spots in the shower, and dust on all the light fixtures and dead bugs in the kitchen light. There was also no sign of the wood floors being cleaned. There was a chunky mess on the floor by the window. This is unacceptable. If I had known I would have needed to monitor these girls while they worked I would not have trusted to pay up front. The check was cashed for the services the same day, but I would like a full refund because these girls hardly cleaned anything I asked and if they did attempt to clean it, it was still very dirty. On top of that, I was also disappointed they were 20 minutes late to the appointment. I could not ask them to return and finish the job. I had to return the keys Monday afternoon 3/31 so I drove 30 minutes to my old apartment to care of it myself. The only way this can be resolved through a full refund. I am contacting the Better Business Bureau to claim fraudulent advertising and service and scamming people out of hard-earned money. At a $30 rate for 2 hours and 2 people (total $120), you would expect these areas to be cleaned professionally. These girls just took the check and left the unclean premises.
Desired Settlement: I expect a full refund of the $120.
Business Response: Final Consumer Response /* (450, 9, 2014/04/29) */ ************************************* 11:18 AM (23 hours ago) to me They have resolved the issue and issued a refund. Please close this case. Thank you! **********************************************