BBB Accredited Business since
Phone: (707) 812-8640 Fax: (707) 927-5353 2471 Solano Avenue #140, Napa, CA 94558
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers cleaning, and janitorial services.
Request a Quote
A BBB Accredited Business since
BBB has determined that Five Star Cleaning Service 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 Five Star Cleaning Service 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
Business ManagementMr. Elias Moreno, Owner
Number of Employees
Cleaning Services Floor Waxing, Polishing & Cleaning House Cleaning Janitor Service Maids & Butlers Service Window Cleaning
Service AreaThis business service area covers San Francisco, Oakland, Fremont, Santa Rosa, Hayward, Concord, Berkeley, Richmond, Antioch, Daly City, San Mateo, Vacaville, San Leandro, Livermore, Napa, Sonoma, Vallejo, San Rafael, San Mateo, Walnut Creek
2471 Solano Avenue #140
Napa, CA 94558 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.
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: Charged $300 for the first cleaning visit,per their policy they did a bad job complained twice. Took my key without permission then quit. Paid $300 for first visit on July 18th "Spring Cleaning" not a good job. They said they would do better next visit @ $125 a visit every other week they stayed a short time and did sloppy work. They left the shower dirty and moldy. I complained on September 12th they said they would spend more time on it.On September 26th They took my key without asking and the shower looked worse then it did before. I complained about the shower again and asked where my key was.They brought the key back then sent a text to quit. I feel that the $300 was a type of retainer and was not worth it. Even the blinds are still dusty.
Desired Settlement: I would like my $300 returned.
Business Response: Initial Business Response /* (1000, 9, 2013/10/22) */ Received business response via email on 10/22/13: WHEN THIS WOMAN HIRED US ON THUR JULY 18TH 2013 AT *** ****** AVE ********* FOR A DEEP CLEANUP. I SENT A CREW OF THREE THAT SPENT 6HRS THERE. AFTER THE DEEP CLEANUP I ALWAYS DO A FOLLOWUP WITH ALL NEW CLIENTS TO MAKE SURE WE DELIVER FIVE STAR SERVICE. SHE REPLIED VIA TEXT THAT WE EXCEEDED HER EXPECTATIONS ABOUT OUR SERVICE THAT DAY!!! WE RENDERED JANITORIAL SERVICE TO HER THRU SEP 26TH 2013. ON SEP 12TH SHE COMPLAINED THAT HER MASTER SHOWER WASN'T CLEANED GOOD. I SAID I WILL MAKE SURE WE SPEND THE EXTRA TIME ON IT ON OUR NEXT VISIT. WE DID! SHE CALLED AGAIN TO COMPLAIN ABOUT THE SAME ISSUE AFTER WE HAVE SPEND ABOUT AN EXTRA HR THAN THE USUALL. I WENT THERE AFTER MY CREW WAS DONE AND IT WAS SPOTLESS. I AS OWNER OF FIVE STAR CLEANING SERVICE DECIDED TO STOP SERVICE TO HER AND NOT TRY NO MORE BECAUSE I KNOW THAT WE BOTH HAD A BITTER TASTE ABOUT EACH OTHER AND IT WAS NOT GOING TO WORK FOR EITHER ONE OF US ANYMORE. TWO AND HALF MONTHS LATER SHE STILL COMPLAINS THAT SHE PAID $300 FOR THE FIRST DEEP CLEANUP!!! THAT DONT MAKE SENCE AFTER SHE SAID WE EXCEEDED HER EXPECTATIONS!!! THEN I TELL HER I DECIDED NOT TO SERVICE HER HOME NO MORE AND NOW ALL OF A SUDDEN SHE IS NOT HAPPY ABOUT THE DEEP CLEANUP THAT HAPPENED 2 1/2 MONTHS PRIOR!!! THE WAY I SEE IT IS THAT THERE IS ALWAYS ONE IN THE BASKET THAT I CANT PLEASE. THANK GOD THIS IS ONLY MY 3RD ONE IN MY 15YRS IN BUSINESS. I HAVE 200+ CLIENTS THAT CAN BACK MY STATEMENT. ONE OF MY CREW MEMBERS PUT THE KEY IN HIS POCKET BY ACCIDENT. HE WENT BACK AROUND 4PM THAT SAME DAY TO PUT IT BACK AND TO TRY THE BATHROOM AGAIN THAT SHE COMPLAINED ABOUT BUT NO ONE ANSWER THE DOOR. MY CREW LEFT THE KEY BACK UNDER THE FRONT DOOR MAT. ( I HAVE THE RIGHT TO REFUSE JANITORIAL SERVICE TO ANYONE FOR ANY REASON AT ANYTIME ) JUST LIKE ANY OTHER BUSINESS!!! I HOPE THAT MADE MYSELF CLEAR IN THIS EMAIL ABOUT THIS MATTER. Final Consumer Response /* (3000, 11, 2013/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this response it is full of false information. Starting with the so called "deep clean". The crew arrived on the first day in July was 2 adults and a child. They spent 4 and a half hours at the house, my son was home. After the first visit I mentioned that the blinds were not cleaned well or the shower. I never said that they exceeded my expectations EVER! The response was "what they missed, they would get next time" The next time they spent about 2 and a half hours at my home, it became less and less time each visit. More and more sloppy. The items not completed on the deep clean were never resolved. I sent photos of the shower to them twice, it was very dirty the "spotless" comment is a complete lie. I won't call mold and soap scum spotless! I was being honest giving the feed back on the services, not trying to start a problem. They broke a mirror, I said nothing. I was always pleasant just wanted to get the service I was paying for. They took the key, I simply asked where it was, no response. One hour later we saw a person come to the porch and place the key under the mat, they did not ring the door bell, there were three of us that could see through the window.A few minutes later I received the text that they were no longer serving our area. They had placed adds on Craig's list looking for more work in St Helena the very same day. This is a scam and I plan to warn the people of Saint Helena. I have photos and text messages as proof. I have my son's texts that let me know the time of arrival and departure.They don't even know how to make a bed properly. In no way do they deserve to be part of the BBB, I went by this rating to find someone I could trust. What is the point of this system? Sincerely, ******* ******