ComplaintsforStanley Steemer

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid Stanley Steemer to clean the ducts in our home. The entire process was awkward and they did not deliver as promised.1. They tried to use our blankets to cover furniture instead of using drop cloths.2. They didn't clean up after themselves and our cleaning crew had to follow behind and clean.3. They took selfies of the possessions within our home.4. They helped themselves to the use of our ladder without permission.5. In the end, they didn't even clean the ducts. When our air conditioning unit went back on debris flew all over the rooms on our first floor from the vents. We keep vacuuming, and debris keeps coming out.

  

  Business response

  03/18/2024

  On Saturday 16th we went back to this customer home and recleaned. Customer was pleased with the reclean and as extended courtesy we refunded ****** to cust. 

  Customer response

  03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 25th 2023 I had Stanley Steemer come to my home to clean the carpets and ********** is a Tiny House, 400 square feet. The technician didnt clean the far end of the bedroom and didnt clean around the base of the toilet. Over a period of time the carpet in the living room started to turn yellow in several areas and got progressively worse. I contacted Stanley Steemer and was told they would not do anything because it was past their 30 day policy.

  

  Business response

  03/05/2024

  We are sorry to hear that this customer has some concerns  we do carry a 30 day workmanship guarantee and ask that a customer call us within that 30 day period to address any concerns they *** have.( see attachment - disclosure on invoice) ************ was done 4 mths ago 10-25-23 and yesterday 3-4-24 was the first we have heard of this concern from customer. I cannot approve a reclean this far after the date of cleaning but i will be happy to have a manager come out to access the situation and make a determination on what *** or *** not can be done. I will note that any spots that will reappear after a cleaning would do so as carpets dry within a 24hr period and that our cleaning does not produce spots to arise as there ***  be issues in a carpets padding that *** be a cause for the spots cominmg up that the customer is refering to. If customer would like to schedule for a manager to come out they *** call the main nu,ber ************ and ask to speak to QA rep or the call center manager and we will be happy  to set this appointment up.

  Customer response

  03/08/2024

  I would agree to an appointment with someone to inspect the damage to my carpet. I will call the number to arrange an appointment.

  

  Business response

  03/14/2024

  Customer did call and schedule with us for a manager to come out and access these concerns. Manager went out on 3-12-24. Was deemed that there was no issues as a result of Stanley Steemer's cleaning to the carpets. That is likely and possibly padding issues and or other circumstances. Customer as well has pet and this may also contribute to the concerns. This was explained to and discussed with customer. Our Manager did state that as he to lives in the vincinity he does at times have a cleaning vehicle and on that occaision he will come by one time  and clean a couple spots for the customer. It is our undersatnding this has been resolved.

  Customer response

  03/14/2024

  I dont know if an additional cleaning will resolve the issue and I cant close the case until I see the results.Set up the cleaning and we will hope for a good outcome. Thank you for your efforts.

  

  Business response

  03/25/2024

  I have been told that The manager has indeed, out of good customer relations, gone to the customers home on Saturday 23rd and himself cleaned the carpets for thhe customer. 

  Customer response

  03/25/2024

   
  Complaint: 21381920
  
  I am rejecting this response because:
  I appreciate the effort to resolve this issue, however as you can see by the picture that was taken after the reclean, the carpet is still discolored. Please give me a solution that I can accept. I cant accept living with the carpet as it is.
  Sincerely,
  
  *******************

  

  Business response

  04/03/2024

  As we did send a manager to discuss this with customer and as well that same manager went another day and did a reclean. As the concerns customer refers to was and is not a result of our cleaning ( 1st time nor the 2nd cleaning that was done out of good customer relations) I am willing to spilt the cost of service customer originally paid in half. ( original cost was $ ******, Half would be $ ****** ). This offer to spit cost and refund 1/2 half is the last offer to resolve this.

  Customer response

  04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution doesnt rectify the problem, but I see no reasonable solution. I therefore reluctantly accept the offer and consequently close the case.
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was extremely disappointed and dissatisfied with the way my visit went with ***************************. He was not thorough in assessing my home for the initial inspection and was about to overcharge me until I pointed it out to him. He then proceeded to start work that he ultimately could not complete. Half way through the job, he shared that he could not use their products on our floor like he initially confirmed he could before he started the job. I told him that was fine but that I would not be paying for incomplete service. He then proceeded to go back and forth with my husband about still needing to get payment despite not finishing the job. Even though we didn't agree with paying him, he charged us anyway and now we have to go through the hassle of disputing the charge to ensure we do not pay for incomplete service. I cannot believe how unprofessional someone could be from this company.

  

  Business response

  01/04/2024

  I have reviewed this order both from its original and its completed format. The original was scheduled to "clean" 2 bathrooms of tile for ****** ( ***** clean each bathroom floor), ***** used to reach order min ****** and ***** service fee, in addition cust had scheduled for us to do an estimate on costs and access applying color seal to the grout lines of this tile after cleaning.Cleaning tile and color sealing tile is 2 different processes and a different costs for each process. When crew arrived and after cleaning he attempted to color seal the gout lines and the color seal would not adhere to the gout lines and therefore unable to do the  color seal process. This was shown to and explained to customer at the time of service that as that particular grout would not allow the color seal to adhere to it ( type of grout) we could not proceed with the color seal process however we did complete the cleaning process and cust was only charged for the cleaning that was done.(150.00, no charges for any sort of color sealing) )

  Customer response

  01/04/2024

  
  
  Complaint: 21094019
  
  I am rejecting this response because: The technician who came to my home confirmed BEFORE he began cleaning that he could do BOTH cleaning and the color seal. I only hired Stanley Steemer because he left me with the impression that he could do BOTH. I made it clear from the very beginning of my booking the appointment that I was interested in both. In fact, when they sent technicians to my house the day before, they only had clear seal on hand. I told that technician as well that I am only interested in them doing the work if they can do BOTH the cleaning and the color seal. Therefore, they sent a new technician to my home the next day who said he could do BOTH. If it was made clear to me up front that they could only do a cleaning, I would have declined their service altogether. However, I was not given that opportunity. 
  
  I just spoke to a Quality Manager at 11:30AM on January 4 who agreed to refund me the $150 charged for the work. As long as I receive that refund, I am fine with closing out this case.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/04/2024

  **************** did call our office and spoke to our QA representative and we have agreed that we will for good customer relations refund the ****** back . This is being processed today. 

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Resubmitting my lost complaint filed in 12/2022. *INTENDED FOR ******* ** STANLEY STEEMER*My realtor recommended that I have the carpets in my home cleaned before listing the house for sale b/c of dog odor. SS came out & the carpets were wet when they left. I later saw a soiled spot on the carpet, so thinking they just missed a spot I took my home carpet shampooer to it. The water was coming up black. I ended up cleaning the carpet ***** times that day & the water was still coming up very dirty. By this time my house was on the market. We were getting feedback that there was terrible pet odor. I called SS back to tell them what had happened. While all this was going on I received a full price offer on my house sight unseen. As soon as they walked in the house they rescinded their offer. I ended up having to accept $50,000 less than asking because of the odor. Despite the loss I had already taken, SS refused a refund. I said fine & scheduled a reclean the day before I moved out. My ************** were included. Again they came out. & the carpets got wet. The following morning the movers packed up the couches/ rugs & wrapped them in plastic. When my belongings arrived. I immediately noticed a deep odor in the couch. I then realized that the rugs were also very smelly (one smelled heavily of dog urine). So, again they "cleaned" my carpets, but they were still filthy. I paid a professional to clean them b/c although I can clean them myself I am quite ill & that level of activity usually renders me bedridden. Well now I've moved to ****** & had to buy a new carpet shampooer (motor had blown out from overuse). I worked on one of the rugs until the fibers started to ************ still wasn't clean. I put the other rug in my garage b/c it was soaked in dog urine. This has cost me so much more than the $1173.25 I spent & a refund is literally the least they can do. When I contacted the supervisor that I worked with before (on 12/15/22) he blew me off.

  

  Business response

  08/28/2023

  We did initially schedule a redo cleaning for the customer. Customer cancelled this apointment for redo and stated " refund instead" . Was explained to customer by our QA ***** that we dont have a money back guarantee but we will send a manager out to access the situation and make a determination. This was agreed on with the customer and a manager was dispatched to the residence. Manager and Customer then agreed to have us send out a different crew and redo these areas. That was completed as well .It was on all occaisions explained to the customer that we certianly do the best possible job we can but we do not and cannot guarantee to remove any or all pet issues. It was deemed by the Manager that in his professional opinion we cannot be responsible for the conditions and have given all efforts possible.

  Customer response

  08/28/2023

   
  Complaint: 20521951
  
  I am rejecting this response because:

  There was *zero* improvement after either visit.  I still have the rugs in my garage. Also when I asked for a refund prior it was because I'd already accepted the offer for $50,000 under asking & they planned to rip up the carpet. I did agree to a redo since I wanted the rugs & couches to be clean when I moved into the new house, but alas they were not. My items were not cleaned; they were just wet.
  
  Sincerely,
  
  *********************

  

  Business response

  08/28/2023

  As a professional cleaning company who does a water extract cleaning process with truck mounted state of the art equipment, we do stand very open and candid with all our customers to what may or may not be able to be removed ( stains verses spots etc ). When it comes to pet conncerns there are many varibles associated with any and all attempts to trying to remove these. Odors and stains may have penetrated into a carpets padding or area rug backings . We dont penetrate the padding nor clean the backing of area rugs and if these things remain or reappear after cleaning it is likely in the padding and only way to completely remove them is to replace the padding that is holding onto that as a sponge would do. Pet hairs when wet stick and can easily T-Bone a carpet fiber making it impossible to remove by pulling or suctioning.There is also the factors of to what extent , how long , etc these have been in this carpet, area rug or upholstery etc  that will also contribute to the abilities of removing these . Again as was stated we are very candid about this with all customers and as well there is a disclaimer on the invoice that is signed by the customer (copy of signed disclaimer attached).  Am sorry that customer home  sold for under asking price and sure that was a bit frustratiing but we did complete a redo clean and sent a manager to the home and is in our professional opinion deemed this was not due  Stanley Seemer and our lack of  abilities to do the service we were asked to do and the expectations we were very candid and open about. 

  Customer response

  08/28/2023

   
  Complaint: 20521951
  
  I am rejecting this response because:

  No one was "candid" with me. Your disclaimer states that you may not remove all odors. Let me be clear, you did not remove any odors. I also paid more to have a deodorizer used. Besides that, when I went behind you to try & clean my own carpet / rugs the water was black. I attached those photos to the complaint.

  Sincerely,
  
  *********************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I very upset I've been dealing with this company for some time. I contacted they corporate office and they giving the run around I want this handled that is what corporate is for this there conpany brand.. tgey charge my card and did not provide a service or product and it is against the law. I very upset that tve corporate office failed in resolving this issue. Because they decided to drag out the situation and request information they decide they do not want be a good business. I am very upset I want this dealt with with this company zi want my refund *************

  

  Business response

  10/26/2022

  Call Center Mgr, as well as General Manager have talked ************ she states she was charged for a service we did in 2019. We show no service was completed and was only a phone quote given during that time. Have explained to ************ our accounting records show no charge to the dollar amount she has stated she was charged.  We have asked her to furnish us with information such as what Credit card was charged , what date it was charged , whats last 4 numbers of the card charged , or can she show us the portion of her statement where it was allegedly charged to her. She cannot or does not furnish any of this information and has been explained to her that without any further information as we see there is no charge to her and no service was performed and we can therefore not move forward with thought of any refund owed to her.

  Customer response

  01/09/2023

   
  Complaint: 18308265
  
  I am rejecting this response because:

   

   

  No one has followed with me other to say they need a receipt. They don't give out receipts. All of there information is loaded in their system in which I had someone verify it for me on a recorded call

  
  
  Sincerely,
  
  *******************

  

  Business response

  01/11/2023

  The initial complaint was responded to on 10-26-22. I advised then that we have asked ************ to provide certain information that would solidify that we did do service and/or that her card was charged as we show no record of service done nor of any charges to her at all. I spoke to ************ and asked for these things and to date we have still not received any word nor information as requested from her.

  Customer response

  01/11/2023

   
  Complaint: 18308265
  
  I am rejecting this response because:
  They never provided me with a receipt and it has been on a recorded line they have the information
  Sincerely,
  
  *******************

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On july 23, 2021, I called Stanley Steemer to schedule carpet cleaning for my home. The very first red flags were that the representative began quoting at the highest rate, which was over $400. After staing no to that amount, she quoted me $286.50 for July 27 between 12-4pm. We moved almost all of the furniture/breakable items out of the way into our garage/ kitchen, as well as placed items on the beds/into the bathrooms so that nothing was in the way. At 3:04pm I received a call from Kern who stated the tech was in Norcross and would be to my home shortly. The tech Juan arrived aftter 4pm told me he was in Norcross and he began telling me all the reasons for him not to clean my carpet which included humidity outside, it was about to rain, he even told me the carpet would be wet for over 8 hours and would begin to stink. My carpet was not cleaned, my time was wasted, I am very frustrated and would NEVER use this business again. Kern rescheduled for next day anytime. Unacceptable!

  

  Business response

  08/13/2021

  Business Response /* (1000, 8, 2021/08/05) */ Ms. **************, Thank you for providing us with your detailed feedback regarding your experience with Stanley Steemer and our apologies for any undue stress that this situation has caused for you. For training purposes, we do record our calls for quality assurance. After reviewing the call, the main reason the price was higher initially was due to protector and deodorizer. Later on in the call, it was then decided to take these products off and just get the cleaning. A $50 complementary coupon was then applied. In regard to our technician's explanation about the drying time, he is correct in saying that carpet drying times do increase due to increased humidity in the air. I see we have successfully completed your job on 7/28 and hope that you were satisfied with the results of your cleaning with us. Our customer's satisfaction is very important to us, and we want to make sure you are happy with the work. At your earliest convenience, please feel free to give me a call directly if you would like to discuss these details any further. I have attempted to reach out to you three times and have texted you my direct line if needed. Thank you! - Kelly, Quality Assurance

*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. ↩