Complaints

The 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:03/31/2025

  Type:Service or Repair Issues
  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.

  Date of estimate was 03/28/2025, we did not pay any money out to the company, the reason for this was that they never came to our house to view the project so how could they know how much the job was going to cost, we contacted the company head office and we were told that the estimate was a base price and that it could go higher for the final cost, We asked them to come out to our property to give a us a free estimate to clean our AC ducting. We contacted the company for an estimate to clean the ducting and were emailed an estimate with out a visit so as i have already mentioned we had no visit to view our house so for the estimate they don't know if it is 1 level or 2 level, they don't know how much ducting there is to be cleaned. My point is that this leaves people who take this service open to being over charged for work and the head office openly admitted that this is how they operate. So for this job to be done the company can charge almost anything. In my humble opinion this is not the most honest way of operating, for example if your car breaks down it will be taken to a garage and they will give you an estimate for the repair by actually looking at it.

  

  Business Response

  Date: 04/30/2025

  We are trying to reach the customer to set up an onsite inspection if they want. They are over an hour away from our office. That's why we gave a wide range of pricing over the phone. 

   

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  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.

  **** cleaning was advertised as inclusive of, "cleaning coils and blower, removal of contaminationin throughout the entire system". The service was performed on 11/28/2023. I was quoted $830, but the total climbed to $930.Upon my discovery, the return duct was caked with debris and allergens. I was told, "we are not certified to clean your coils, the return, nor the blower". This is a complete contradiction of what was advertised on the website. In addition, I was quoted one price, but I was informed that an additional $100 was required to, "encapsulate spots of mold." The **** return grate was left caked with dust and grime, and the need to replace the filter was ignored during the "inspection." The filter and return duct are so caked with debris that any return air drawn through the freshly "cleaned" **** system (ducts & plume only - coils remain dirty, blower remains dirty, grate remains dirty) will quickly & continuously build up again. This service was useless. I have not been able to contact the local location during business hours. I was told a response would be generated in 48 hours. I am currently suffering with allergies until the work is completed as advertised.Note that a positive review was left, prior to these personal discoveries. The uploaded photograph of the filter reflects the degree of filth remaining in the **** system.

  

  Business Response

  Date: 12/15/2023

  ---------- Forwarded message ---------
  From: ********************* <**********************************>
  Date: Tue, Dec 12, 2023 at 2:52 PM
  Subject: complaint # ********
  To: ********************* <*********************************************>
  

  
  
  

  Hi *****,

   

  The complaint for ********************* # ******** is for a franchise location in ******, **

   

  The address is:

  ****************************************** B

  ******, ** 70062

   

  Phone #: ************

  Owner is *************************

   

  Could you please have this one transferred to the local BBB office that is in his area?

   

  Thank you,

   

  *********************
  Customer Relations Manager
  IICRC ************** Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | **** *************. | ******, ** 43016
  P ************

  

  Business Response

  Date: 12/23/2023

  Agreed by the customer and *********************************************, a $300 refund was issued and that seemed to suffice. 

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  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 my leather sofa for 135$. there and play told me that there was a ***** risk that the stain will not come out of the sofa. I accepted that risk. What I didnt know was that they were going to ruin my sofa. They must have scrubbed it terribly because they left the leather absolutely ruined, destroying both texture and color. I made a complaint and sent a video, and they sent representatives to come look at it. Those representatives both agreed that Stanley Steemer had caused a substantial amount damage to my sofa, and told me that Stanley Steemer would replace the sofa. They told me I would receive a call the next day. I did not after calling the office I was told that there was no damage to my sofa and that I would not be receiving a refund for the service or a replacement sofa.

  

  Business Response

  Date: 06/14/2023

  
  ---------- Forwarded message ---------
  From: ********************* <**********************************>
  Date: Wed, Jun 14, 2023 at 1:03 PM
  Subject: FW: You have a new message from the BBB of Central **** complaint #********.
  To: ********************* <*********************************************>
  
  
  Hi *****,
  
   
  
  I hope your week is going smoothly.
  
   
  
  The complaint below is for an independently owned and operated franchise location out of ******, **.
  
   
  
  The owner is *************************, and their address is as follows:
  
   
  
  *****************************************. B
  
  ******, ** 70062
  
   
  
  FAX # ************
  
   
  
  I have made the franchise owner aware of this complaint.
  
   
  
  Could you please have this complaint transferred to his local BBB office?
  
   
  
  Warmest Regards,
  
   
  
   
  
  *********************
  Customer Relations Manager
  IICRC ************** Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ***********************************************************
  P ************ ************************ 

  

  Business Response

  Date: 06/15/2023

  Good morning,

  Please find our response to Complaint #********

  
  

  On 06/03/23 one of our seasoned technician teams arrived at ********************** residence. She was not present at the time of service, but upon inspection of the sofa, our lead tech called her to voice his concerns about the extensive wear and tear. After hearing the tech out, ****************** asked them to move forward with the cleaning. Before photos were taken of the sofa before cleaning began. (Please find below the photo taken before service was rendered on 06/03/23 by our techs)

  
  

  The process that was used on the leather sofa did not consist of brushes, scrubbers or abrasive cleansers and is in line with our **************** cleaning process.

  
  

  ****************** called to voice her concern about the sofa on 06/08/23 and a new team was sent to take a look at the sofa the following day, 06/09/23. At that time the new tech team noted the extreme wear and tear and did not offer any further service. Additional photos were taken. At no time did this team inform the customer that we would be relacing or repairing the sofa as they do not have the authority to offer such a remedy.

  
  

  Upon further review of our photographs taken before the service, during our second visit and the video that the customer provided, it was determined that the wear pattern was clearly present before we performed any process. 

  
  

  We have been a serving our community for more that **************************************************************************************************** repairs. This is not one of those instances.

  
  

  Please feel free to contact my office with any further questions or concerns that you may have.

  
  

  
  

  
  

  
  

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

  Office Manager

  
  

  STANLEY STEEMER

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

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This photograph reflects the damage that was done to my sofa and was taken after the cleaning. 

   
  Regards,
  
  ***************************
  
   

  
  

  Customer Answer

  Date: 06/15/2023

  Hello, I had just submitted my response to this claim about Stanley Steemer. I think they must be confused because theyve posted a photo of the couch after the damage they created and are trying to claim that it is a before photo? Heres a video of what it looked like right before the cleaning. As you can see there was discoloration but no damage to the texture of the leather. Id like to add this to the claim please. 

  
  

  
  

  Thanks for your help! I really appreciate having a third party to help with this. 

  *************************** MD 

  
  

  

  Business Response

  Date: 06/16/2023

  Good afternoon.

  
  

  I once again tried to attach a photo of the sofa prior to cleaning. The previously submitted photo was immediately after cleaning, while still damp.

  
  

  Both our before photo and the before photo submitted by the customer show extensive wear and tear. Our tech discussed our process and his concerns with the customer prior to cleaning.

  
  

  Our leather cleaning process does not use abrasive cleansers, brushes or scrubbers.

  
  

  We stand behind our original response to this complaint, but appreciate the opportunity to provide more information to the bureau. 

  Please let me know if there is anything else we may be able to assist with in this matter.

  
  

  
  

  
  

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

  Office Manager

  
  

  STANLEY STEEMER

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

  
  

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service Issues
  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 inquired and scheduled a service visit with Stanley Steemer on 4/8/22 to get my tile floors and grout cleaned. I paid ******. This was the 2nd visit. On the first visit I did not pay for the service because the guy that was sent out was supposed to show me whether they could actually clean my floors before they started. Instead he proceeded and cleaned the floors once done the floors were soaking wet with standing water, my newly installed baseboards were damaged and Paint peeled from the machine hitting against. It was so much water it was seeping out of the doors and underneath the walls into the garage. My cabinet base was split also from the machine. I complained to the guy doing the floor and he began to curse me out and threatened me. I actually pulled a gun because I felt like he would physically harm me. The guy also seemed like he was under the influence of drugs because I could smell marijuana. I complained to the manager he did not apologize he began to tell me that I did something to cause his staff to speak to me in the manner in which they did. He also told me he would fix the damage caused. He told me he would send another person out the following day and that person would get pictures. The following day another guy came and cleaned the floors to my satisfaction. He also noted the damage from the the day before by his coworker. He took pictures, and said he would send to his boss who was supposed to fix the damages. However, once they were paid and left the manager no longer took my phone calls. I left a message stating I was pleased with the floors and I wanted to discuss the damages from the previous day. No one has called back. I have seen other complaints of bad services on social Media regarding the same location.

  

  Business Response

  Date: 12/05/2022

  After a detailed review of the complaint, I can tell you that we have no record of any such complaint or incident. We keep detailed notes of all complaints and courtesy calls (redo's) in our computerized system. There are no such records. We also have also have an automated system that tracks customer phone calls and that program does not show any calls coming from said customer after the alleged incident.

  
  

  Furthermore, the insinuation that we sent two additional employees to this customer's home after she "pulled a gun" on our technicians is absolutely absurd.

  
  

  This office has a standard procedural practice in place for customer complaints, employee misconduct and for damage assessment. Again, there is no such record of this incident taking place. Also beginning in early May, I would have been the individual to personally oversee any such customer interaction. I have had no contact with this customer. 

  
  

  The two original technicians still work here and I will be interviewing them this afternoon to see if they remember any additional details. If any further information comes to light, I will contact you immediately.

  
  

  Thank you for the opportunity to share with you the information that I have concerning this matter. Please feel free to contact me with any further questions or concerns.

  
  

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

  Commercial Accounts Specialist

  
  

  STANLEY STEEMER

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

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  this does not satisfy my complaint because I have invoice on the date of the service. I did not speak to a lady about this.. A lady answered the phone and transferred me to whomever was the manager he was a male. There were two guys the first day, they were not paid on that day. A male who stated he was the service manager sounded like a Caucasian male. This guy called me back and verified that he wanted to send someone else out the following day. The guy that came the following day was Phi. He was an Asian guy. He completed the service good, I called back and commended him on his work, and the manager still never followed up. *** took pictures with his phone of the damages as the manager requested and he said he would look at the damages once he comes back into the office. I also shared with the manager the two guys from the day before seemed to be under the influence of drugs and he said he would drug test them the next day. I did not point my gun at them but I took my gun out of the gun case, ***** the safety off and walked them out of my house with gun in hand. The tone of this message is the same tone I got from the manager and he said then that I was lying about his staff and that I provoked them.
  Regards,
  
  ***********************
  
   

  
  

  

  Business Response

  Date: 12/19/2022

  Good morning.

  After a detailed review of the complaint, I can tell you that we have no record of any such complaint or incident. We keep detailed notes of all complaints and courtesy calls (redo's) in our computerized system. There are no such records. We also have also have an automated system that tracks customer phone calls and that program does not show any calls coming from said customer after the alleged incident.

  
  

  Furthermore, the insinuation that we sent two additional employees to this customer's home after she "pulled a gun" on our technicians is absolutely absurd.

  
  

  This office has a standard procedural practice in place for customer complaints, employee misconduct and for damage assessment. Again, there is no such record of this incident taking place. Also beginning in early May, I would have been the individual to personally oversee any such customer interaction. I have had no contact with this customer. 

  
  

  The two original technicians still work here and I will be interviewing them this afternoon to see if they remember any additional details. If any further information comes to light, I will contact you immediately.

  
  

  Thank you for the opportunity to share with you the information that I have concerning this matter. Please feel free to contact me with any further questions or concerns.

  
  

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

  Commercial Accounts Specialist

  
  

  STANLEY STEEMER

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