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Start With Trust®
In Northeast California

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Five Star Restoration & Construction Inc. 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Five Star Restoration & Construction Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Five Star Restoration & Construction Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: August 30, 1993 Business started: 01/01/1985 Business started locally: 01/01/1985 Business incorporated: 06/15/2006 in CA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
http://www.cslb.ca.gov/
Phone Number: (800) 321-2752

Type of Entity

Corporation

Business Management
Ms. Brenda Gallion, CFO/Owner Ms. Karyl Povlsen, Office Manager Mr. Aaron Provencal, CEO
Contact Information
Principal: Ms. Brenda Gallion, CFO/Owner
Business Category

Fire & Water Damage Restoration Fire & Smoke & Water Clean Up Mold & Mildew Remediation Contractors - General Construction & Remodeling Services Carpet & Rug Cleaners

Alternate Business Names
1-800-BoardUp Five Star Carpet Care
Products & Services

Five Star Restoration & Construction, Inc. is experienced in residential and commercial fire, water, smoke and mold disaster recovery service.

Industry Tips
Hiring a Contractor in California: Essential Tips

Additional Locations

  • 2372 Gold River Rd.

    Rancho Cordova, CA 95670 (916) 631-1412 (916) 631-8156 (800) 325-1693

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Professional AffiliationsX
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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
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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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.

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BBB reports on known significant government actions involving business' marketplace conduct.

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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.

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Additional Phone Numbers

  • (800) 325-1693(Phone)
  • (916) 631-1412(Phone)
  • (916) 631-8156(Phone)
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Additional Web Addresses

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Complaint Detail(s)

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: installed floor is lifting, called three times no response. sent letter that i am informing BBB. fivestar restoration subcontracted Goldriver flooring to replace my floor. we had a problem with one area, they said i got floor wet (disagreed). Later floor started lifting in other places. I called three times no reponse. They also refused to send me information on floor, contract, warranty, manufacturer etc. Frustration cause me to reach out to BBB. thank you, ****

Desired Settlement: fix floor as to not lift and be flat and smooth like rest of floor

Business Response: ***** Provencal -Owner of Five Star Restoration, contacted Mr. ******** right away. ***** found out that Mr. ******** had been trying to contact Gold River Floors and they had not returned his calls. We were not sure why he did not want to go through us. ***** Provencal let Mr. ******** know that we would set up a site visit with the Shaw rep and himself to get his problem addressed. ***** is waiting for the Manufactures Representative to contact us with a date and time.

Consumer Response:

Update: After ***** contacted me about my floor problem, which was the floor lifting, he sent out someone to inspect the floor. I was told they wanted to contact the manufacturer of the materials used. The expert from the materials company (Shaw) came out with his assistant and spent some time inspecting the floor with measurement tools, camera and micrometers. They said it was moisture. They told me it would take 4 to 6 weeks to get back to me but said to call after four weeks. I called after four weeks and was told there were no reports as of yet. Six weeks went by with no communication, so I called 5Star Restorations and they told me the manufacturer said there was nothing wrong with the materials (of course).

Consequently ***** asked me what I would like to do. I said, “When will you replace the floor and how long would it take?” His answer was he would contact an engineering expert for the floor if I wanted him too. I agreed but asked who was paying for his services and ***** said 5Star would.

The expert came out and gave us an hour lecture on the construction of floors and foundations.  After he was done he said he couldn’t find fault with anyone for the problem. He told us the problem was moisture and that we needed to lift some of the flooring to let the cement dry out for 6 weeks. He said the balance of the flooring would lay down. 5Star sent out their employee to remove the pieces of flooring on the morning of 3/27/14.

What is interesting is their employee, Igor, said that he found no moisture on the cement. He used a measuring device to check for moisture and said it was normal. Igor also said to me he felt the solution was to replace the whole floor, (isn’t that interesting). I asked Igor to go back and tell his findings to *****. Not hearing from *****, I called to find out what transpired. ***** told me to wait the six weeks. That is where the case left off. Also what bothers me is the lifting of the floor around and down the hall in front of the master bedroom, which is a long ways from the original leak.

Business Response: The following notation is from ***** *********-Owner of Five Star Restoration.  Mr. ******** and ***** spoke again today.
 
We paid out of our pocket for another flooring inspector/engineer to inspect the flooring to try to find out what is going on with his floor. He let us know he felt it was a construction defect that may be causing the floor damage, so at no charge to the owner, we are attempting to relieve some moisture that may be trapped under the concrete slab using the method of his recommendation. There can only be 2 ways the floor could be getting moisture damage:
 
1.    Moisture could be coming up through the slab (the installer checked the concrete when he pulled up the boards per the engineer and did not find any abnormal moisture levels)

2.    The customer may be over-wetting during cleaning or may have spilled liquids on the flooring causing damage to the laminate flooring.

We are hoping the process the engineer is recommending will take care of the issue. If it doesn’t correct the problem, our warranty cannot cover damage done by the customer or a construction defect. We will continue to work with Mr. ******** to resolve this issue.  

Consumer Response: According to 5Star, they say the floor defect is not there problem because of construction. Am I to accept the fact that I have to accept the bad floor because they say so? How do I get experts on my side or someone that is not hired buy the defendant. Remember their employee said the floor is not wet!

Consumer Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID .*******, , and find that arbitration is necessary.

Sincerely,

**** ********

Business Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID .*******, , and find that arbitration is necessary.

Sincerely,

**** ********

Consumer Response: Consumer states that he is working everything out with the company.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2014 Problems with Product/Service
3/9/2012 Problems with Product/Service
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