Carpet and Rug Cleaners
Stanley Steemer International, Inc. & Corporately Owned Branch LocationsComplaints
This profile includes complaints for Stanley Steemer International, Inc. & Corporately Owned Branch Locations's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 173 total complaints in the last 3 years.
- 57 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/22/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I scheduled a carpet cleaning with Stanley Steemer for my vacation property on 5/15. I was extremely dissatisfied with the results, as multiple stains and discoloration were still visible after the service. I have attached photos clearly showing the condition of the carpet post-cleaning. The discoloration is not due to sun exposure, as Ive had the same area cleaned in the past and the original color was restored. The enclosed porch is fully protected with tinted vinyl panels, 100% sunblock screens, and blackout curtains, making sun damage an unlikely factor.After expressing my concerns, Stanley Steemer offered to return and reclean the area, which was scheduled for 6/3. Because I was unable to be present, I was explicitly assured that the technician would move the furniture to access the full carpeted area. However, during the reservice, no furniture was moved, leaving over 50% of the carpet untouched. This was incredibly frustrating, especially considering the initial complaint was about inadequate ************************* addition to the unsatisfactory service, I was disturbed to find that the technician had unplugged the security camera inside our camper, which sits adjacent to the porch. This was not authorized and raises serious concerns about transparency and professionalism, especially since the cleaning was not done as promised, and I am unable to provide video evidence of him while inside the camper. It also remains to be seen if items were removed or stolen from my property that I have not ************* summarize, I have now paid for a service that failed to meet expectations. I am requesting a full resolution of this matter via refund.
Business Response
Date: 07/31/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Customer Answer
Date: 07/31/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******** *********Initial Complaint
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently had my couches cleaned by Stanley Steemer. The technician did a fine job and was very polite. However, during the service, he asked if I wanted my couches deodorized. I assumed this was part of the cleaning process and agreed. At no point did he mention that this would incur an additional charge of $73.When the service was completed, I was surprised to see a $73 upcharge for deodorizing on my bill. I contacted Stanley Steemer, and the representative claimed that the technician had informed me about the extra charge, which he did not. This practice of adding charges without customer consent is deceptive and unethical. I recommend considering other companies for cleaning services. I believe this was a deceitful practice and request a refund of the $73.Business Response
Date: 07/16/2025
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Initial Complaint
Date:07/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We called Standley Steemer to clean two chairs. When they came out the first time we noticed water stains on both chairs. We called to complain about the stains, so they came out again the next day with the same results. The third time they came to resolve the issue with no possitve results. The person named ****** and two other people from their management staff came on the third attempt stated that if it did not work out, we can submit our invoice for the two chairs and file a claim. We got an email today from ****** asking if they can take one of our chairs to their shop, but we replied that No, we will just file a claim per ******'s conversation.Customer Answer
Date: 07/22/2025
Today 7-22-2025 Stanley Steemer came to our house to pick up two living room chairs to correct the damage they have done during their previous three visits to remove water stains caused by their employees. We are told the facility where the chairs are going has better cleaning equipment. This has created so much stress and frustration for us. We are told our chairs will be at this facility for about two weeks. This is not what is advertised.Initial Complaint
Date:07/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
STANLEY STEEMER in ************ came to clean our air ducts on Monday 6/30. We paid them around $500. When they came our heat pump was working perfectly and since they left we have no air circulating to the main floor of our home. The technicians have been back twice trying to repair it but no improvement. We also had 2 separate licensed HVAC repairmen come and both told us that the fins on our air handler system had been damaged preventing air flow. We have been passed around for 10 days now trying to get this taken care of and this morning we were told that they are not responsible and that they did not do the damage thus its our problem. Since they are the only ones who have been INSIDE our heat pump its irresponsible for them to not admit the mistake and make it right. We were instructed to contact the corporate office which we did and she forwarded the matter to the insurance company for a potential resolution but this damage is going to cost approximately $8900 -11,000 per the estimates. They have now been so kind to offer us $1,000 to settle it. Now we will be filing a law suit against them just to get back where we were when they came. Beware if you let Stanley STEEMER done to your home. They DO NOT stand being their work and the damage they cause! Dont do it. Feel free to message me if I can give you info about our experience with this company.Business Response
Date: 07/17/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Customer Answer
Date: 07/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** ****Initial Complaint
Date:07/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called and got a quote a month or so ago which included stairs which I specifically told them about and a 7 ft round area rug. The quote was $215 or close. I had to reschedule and took the round area rug off which significantly dropped the quote. Once the guy got here the quote was back up to $215 or close. Impossible given that the round area rug had been taken off. The guy even said that area rugs were expensive so with that off it should have been significantly less. I wrote a ****** review and got a response from some condescending woman who said do you want me to look into this. It already posted the review which they knew about and sent it directly to the business so it was an absurd question. She said she look into it and get back to me which never happened. Attached is my ****** review explaining everything. Horrible customer **********************. And the quote seems like bait and switch.Business Response
Date: 07/16/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. A local manager has contacted the customer and we believe that they have resolved this matter to the customer's satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Customer Answer
Date: 07/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******** ******Initial Complaint
Date:06/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Stanley Steemer for a first-time duct cleaning, and they left my home in worse condition than they found it. Paint was stripped from a wall during vent removal, vents and radiators were reinstalled without caulk or adhesive (so they no longer sit flush), and insulation and debris were left behind. Trash, including water bottles, was left in my home, and vents were covered in smudges.When I raised these issues, the technicians refused accountability and blamed construction. I was offered and accepted a $75 goodwill payment, but that doesnt cover the repair or cleanup ********* requesting additional compensation that fairly reflects the actual damage and poor service quality. *** already filed a complaint with the ************************* and submitted public reviews. Id still prefer a direct resolution through BBB if the company is willing to step up. Service happened on the June 12 and charged us $730; As of the last contact the firm refused to provide any other further remediations.Business Response
Date: 06/30/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Customer Answer
Date: 06/30/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint as the company offers $150 in compensation.
Regards,
******* *****Initial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Stanley Steamer to clean our carpet and deodorize it. The issue I had was the Technician named **** moved a dresser that had a mirror attached to it that was against the wall and damaged the mirror and we are unable to reattach it back to the dresser. When I filed a complain for this issue I was told **** stated he had help from me to move the dresser which is a lie because we had not moved into the home yet and I only let him in to clean the carpet and then left no one else was in the home but him. When I came back after he called me to let me know he was finished I notice he had taken the mirror off the dresser and moved the dresser but did not inspect the mirror until we begin to move in and found that he damaged the leg of the mirror and that was the reason he did not place it back where it was. Stanley Steamer has failed to resolve this issue and keeps giving me the run around. This was my 1st and last time working with this company I want a refund for the damages their technician caused. But for him to lie about this issue ridiculous. He also failed to clean certain areas and stated he could not get the stains out and that I would need to pay additional to have them removed and I later found out this was also a lie I just want to be compensated for the damages they he caused by being careless and then trying to hide it.Business Response
Date: 06/30/2025
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Business Response
Date: 06/30/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. The customer returned our call and we believe that we have resolved this matter to their satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Initial Complaint
Date:06/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
o Whom It May Concern,On Monday, June 16, 2025, a Stanley Steemer service technician named ***** arrived at my property to perform a scheduled cleaning.Upon arrival, I explained that the room needing service was located at the back of the home. During that conversation, ***** chose to reverse into the driveway to access the area, rather than driving forward. While reversing, he struck and damaged my motorized gate.I reported the incident immediately, but did not hear from a supervisor until I followed up two days later. At that time, I also provided surveillance footage clearly documenting the incident.Unfortunately, I have not received any further response or acknowledgment from the manager, ******, despite follow-up communication.I am requesting prompt confirmation of receipt of this message and next steps regarding resolution. I have full video surveillance of the incident available for review.Business Response
Date: 07/01/2025
To Whom It May Concern:
Please be advised that we have received the above-referenced consumer complaint. This matter has been reported to our insurance carrier, and a claim has been filed accordingly. It is our understanding that the adjuster has already made contact with the claimant.
Thank you for bringing this matter to our attention. Should you require any further information, please do not hesitate to contact us.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Customer Answer
Date: 07/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23497119
I am rejecting this response because: As of today, I have not been contacted by any claims adjuster regarding this matter. Please note that I have full video evidence, which was submitted to the ************************* and provided to my attorney as of June 18, 2025. My attorney has since assumed full legal representation on this issue.
There has been no communication from your team since the incident occurred or since the documentation was submitted on June 18, 2025. Therefore, I am formally rejecting the proposed resolution, as it is based on a lack of follow-through and transparency.
Currently, there is an estimated $1,800.00 in damages. If this matter is not resolved promptly in the coming days, I will have no choice but to pursue a resolution through small claims court.
I expect immediate acknowledgment of this message and a clear plan of action moving forward.
Regards,
******* *****Business Response
Date: 07/02/2025
To Whom It May Concern,
We have asked the insurance adjuster assigned to this claim to contact the customer directly. Thank you for bringing this matter to our attention. If you need more information, please let us know.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Customer Answer
Date: 07/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the businesss response. CNA, Stanley Steemers insurer, did in fact contact me yesterday regarding this matter.
That said, I believe its important to note that it should not take three weeks from the date of the incident to initiate resolution. Additionally, the lack of communication from the site manager throughout this process is unacceptable.
Regards,
******* *****Initial Complaint
Date:06/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 3rd, I scheduled an appointment with this company. I was told that my service would include cleaning vents and the furnace. My appointment was scheduled for Wednesday, June 11th between 8 am - 1 pm. They arrived around 4 pm, but they did not complete the job. I called the customer service number around 5:15 pm on June 11th. I spoke with the customer service rep and confirmed the services I was suppose to receive and the crew they sent did not complete the job. I told the rep that the crew just left he put me on hold to call them. When he returned to the call he stated that the crew cannot come back he apologized and scheduled them to return on Friday June 13th. I asked him to have a manager call me to explain why they took 100% of the payment and completed half the work and now we have to reschedule. The agent said someone would call me on June 12th. No called by 11:28am so I called the customer support line. Spoke to someone that stated a manager will call me before end of day. At 5:27pm I called customer support again and this time was told the manager was in a interview and would call me when done. The rep told me the customer service line is open 24 hours. No call received. I called again in the morning on June 13th at 7:33am and demanded a refund and to speak again to a manager. I told them at this point I do not trust this company you took 100% of money and only did half the work and I have had to call several times to speak with someone and have not received a call. I was told a manager would call me to discuss a refund.Business Response
Date: 07/09/2025
To Whom It May Concern:
This is to confirm receipt of the referenced consumer complaint. After
reviewing Mr. ******’s account, it was found that a credit card dispute had
been filed. Following an assessment of the customer's concerns, the decision
was made to allow the dispute to proceed.Records indicate that the refund was returned to his card on 6/18/25.
Based on this information and the resolution requested in the BBB complaint, it
appears this matter is resolved.If additional assistance is needed, please contact us.
Sincerely,**** ******
Customer Answer
Date: 07/10/2025
I accept the business's response to resolve this complaint.
Regards,
****** ******Initial Complaint
Date:06/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BBB transcribed from typed letter received via US Mail:
May 28, 2025
Better Business Bureau of *************************************************************************************** ************
****** K. ******* Danden *. ******* *******************************************************************************
************ with Answering Machine S
****** Steamer Customer Service **************************************** ************
Order No: 12951812-5 RECEIVED Invoice total: $503.50 Area Rugs $324.00 JUN 0 2 2025 DATE: April 1, 2025
I called Stanley Steamer on April 1, 2025 to clean Couch, Love Seat, and Cushions. They were to take 8 x 10 area rug and 27" x 45" front door rug to shop to clean and return. Appointment was scheduled for April 2, 2025 at 8:30 a.m. I received phone call to move appt. to noon, which was fine. Technicians, *********** & *******, did great job on cleaning couch and love seat and took rugs to shop for cleaning. Rugs were to be returned in 2-3 weeks (by April 16). I called on April 11th hoping rugs might be ready. Call was transferred to area rug shop which only had automated message to leave name and number, which I did, and I would receive return call. NO CALL RECEIVED.
I called on April 16th again to see if rugs were done; spoke wh ******** who said 8 x 10 rug was done but small one wasn't. This didn't make any sense that the big one would be done but small one wasn't. Regardless this is what she told me. I asked if I could have both rugs back on April 18 but no guarantee.
I called again on April 21st; talked to ******** who said she was going to have the manager call me since I hadn't got my rugs returned yet. He called my house line, number provided, within ten minutes, said he was headed to store and would call me again. He called again on my number provided. He said area shop had tried to reach me via TEXT. That was the problem. I explained to him that I don't use my cell phone for anything but personal and emergency calls. Manager, *** I believe his name was, said "maybe you should use modern technology to avoid this kind of problem". This is totally unacceptable from a manager of any business. After being so rude, he told me "my rugs were ready for delivery on April 16 but area rug shop couldn't reach me". This was not acceptable either because I provided phone number with an answering machine so I could be reached.
I feel I should receive a partial refund of the area rug charge because of the high blood pressure. stress and disrespectful attitude of Stanley Steamer employees. I am old school and 77 years of age. No customer deserves this kind oftreatment. I shouldn't have to make multiple phone calls because the business I hired did not use phone number given on April 1st and same number was used for every call I had to make. I also don't use computers for these purposes, thus the typed (typewriter) request for assistance with this issue.
I had Stanley Steamer clean all the carpeting I used to have in my home. I called them again because I had been satisfied with their services. Sorry to say, I was never treated so disrespectful as I was this time. I feel I am entitled to a partial refund.
Enc: Copy of Invoice
Business Response
Date: 06/12/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Stanley Steemer International, Inc. & Corporately Owned Branch Locations is BBB Accredited.
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