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:01/23/2025

  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.

  On 1/17/25 vendor was scheduled to perform an airduct cleaning on two ************ in our home. The techs conducting the service call did not perform the cleaning to professional standards and were inconsistent from the outlined process on their web site and as explained to me by Service Manager *** ******* when I called to ask him to outline the "expected process".Technicians did not wipe down any of the 18 vent covers, run air lines down duct work to dislodge debris, did not utilize negative pressure (vacuum) the entire length of the duct runs (just the first few feet of each), or dust/clean HVAC coils. Some ducts were ignored entirely.The photos attached were taken by my wife and I following the cleaning performed by Stanley Steemer and evidences debris still remaining inside the ducts and copious mildew and debris on vent covers. The technicians failed to exercise reasonable care in performing their jobs and did not alert us to the presence of any mold/mildew issues - The vendor has eroded our trust and necessetated significant follow-up time and costs to remediate their failed cleaning. We contaced Service Manager *** ******* including the attached pictures and received no follow-up.

  

  Business Response

  Date: 01/24/2025

  I left messages for Mr. ****** on Thursday, January 23, around 4:00PM and Friday January 24. 2025 at 11:30AM to please call me to discuss the service provided. We will issue a full refund but need his credit card information to process.

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising 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.

  Scheduled an appt to have my truck seats cleaned on May,24 2024. Tech arrived around 830 and left just before 9. Upon coming home I checked my truck to see how well they had done well to my surprise they didn't do anything seats were just as dirty when I left that ****** nothing had been moved on the seats , I'm not sure what they did for ***** min in my driveway but did not shampoo my truck. I have a small hand held shampoer went out there and used it on one seat the water was so brown I could have planted a flower in it. Called Staney Steemer to advise them the tech didn't do anything and that I had pics of my seats that they supposed to have cleaned. Went to foodlion and rented a rug doctor and did the seats myself and like magic they were clean stains were gone and the smell. Have contacted SS on at least 4 times with only getting someone will call you its been 4 days and no response! ******************************* is a total scam untrained techs management doesn't care

  

  Business Response

  Date: 05/30/2024

   

  **************,

  I regret that Stanley Steemer did not meet your expectations nor followed up with you promptly.  

  I spoke to ************** regarding his complaint regarding the cleaning of his truck seats.

  Stanley Steemer will refund the cleaning cost of $103.35 and send ************** a $100.00 Gift Card to use for future service.

   

  Regards,

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

  Director of Operations

  
  

  Customer Answer

  Date: 05/30/2024

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

• Initial Complaint

  Date:05/14/2024

  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.

  We hired Stanley Steemer to clean a wool rug last year. It was taken to their facility for cleaning. When returned, the rug had shrunk and was in an irregular shape. We complained to the manager. I wanted a refund. Instead they offered to take it back and reshape it. By wetting it a second time and stretching it, they have broken down the fibers. Now the rug is unraveling. My rug is ruined. The rug will cost me over $2000 to replace.

  

  Business Response

  Date: 05/30/2024

  I spoke to ************** on May 30,2024 and scheduled an appointment for Wednesday, June 4,2024 to evaluate her area rug.

  *******************, Director of Operations

• Initial Complaint

  Date:05/14/2024

  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.

  
  
  ---------- Forwarded message ---------
  From: '*********************' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Wed, Apr 24, 2024 at 3:28 PM
  Subject: Rug Doc case 21619668
  To: <********************************************************>
  
  
  Added images and receipt of item that was damaged. Case 21619668
  
  Thanks- *********************
  ************
  

  
  

  

  Business Response

  Date: 05/14/2024

  
  ---------- Forwarded message ---------
  From: ********************* <**********************************>
  Date: Thu, May 9, 2024 at 6:38 PM
  Subject: complaint # ******** *********************
  To: ********************* <*********************************************>
  
  
  Hi *****,
  
   
  
  I hope this week has been kind to you.
  
   
  
  The complaint for ********************* # ******** is for a franchise location in *********, ** their address is:
  
   
  
  *********************
  
  *******************
  
   
  
  The owner is *****************************.
  
   
  
  Their phone number is ************
  
   
  
  Could you please see if this one could be transferred to their local BBB office?
  
   
  
  I pray that your weekend is amazing.
  
   
  
  Best Regards,
  
   
  
   
  
   
  
  *********************
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************

  Customer Answer

  Date: 05/14/2024

  I had cleaning of my home carpets and a area rug done by your service. They could not house clean the area rug traffic dirt in the 2 visits they tried. They charged me another $200+ to have the rug taken away and cleaned, which was my original request. I had to reach out multiple times to get my rug returned, finally left a YELP review and someone contacted me for delivery. The $1000 ******* rug came back disfigured, stretched in all the patterns, porch dropped by your people. Called the office and sent pictures, The Area Manager, *******, came out to my home to inspect the rug after I called about the issues, requesting my cleaning refunded and my rug replaced, provided receipt from ******* for my purchase. He told me they fired all the rug cleaning people as they were having issues and apologized for the problems that he acknowledged were an issue and accurate, his resolve was refund my cleaning but take the rug back again for the 4th time and fix it as he stated all the stretching and disfigurement was fixable. I asked for a replacement of the rug or refund + my cleaning refunded because if it was fixable why did it come to me as it was. He said he would not do that as it was fixable. I again told him I wanted my refunds and he had my rug receipt. He stated he had to get with the owner, after following back up with *******, twice, he finally called today and informed me refund the cleaning but the owner would not replace the rug that was repairable. He is now coming back out on Friday to collect the rug and attempting to fix- WHICH I AM NOT OK WITH AS THIS WILL COMPLETELY BREAK DOWN ALL THE *** INTEGRITY IN A LESS THAN 2 YEAR OLD *** THAT NEEDED TRAFFIC CLEANING. This is how your company handles issues, they do not stand behind their service and I have a quality ******* rug for $1000+ that is now garbage whether you attempt to fix it or not. Rugs should not be cleaned this much, 4 times in 2 months. I want my rug replaced.

  

  Business Response

  Date: 05/18/2024

  Stanley Steemer prides itself on being a reputable Company. We have been in business in the ********* area for over forty-five years and feel we have earned the trust and respect of our customers.
  
  The area rug in question was initially cleaned in the customers home. The customer notified us the following day that a spot/stain remained, and she would like the rug to be recleaned. A courtesy call was scheduled, and the rug was recleaned at no charge. Unfortunately, the stain could not be successfully removed using the in-home process.
  
  The area rug was brought to our area rug cleaning facility which uses state of the art equipment and a specialized cleaning process. Due to the specialization and attention required, it does take an extended period of time (normally two to four weeks) and is more expensive than an in-home cleaning.
  
  At times, some area rugs stretch or become unsquared.  This is a fixable issue and Stanley Steemer acknowledges the rug should have been squared prior to returning to the customer.
  
  ******************** did square the area rug and the customer accepted delivery of the area rug.
  
  Neither the in-home process nor the facility cleaning process denigrates or diminishes the integrity of the area rug in any way.
  
  We do regret that the area rug was initially returned without being squared and that the extended time frame was not fully explained to and understood by the customer.
  
  We have refunded the customer in full for the cleaning of the area rug.

• Initial Complaint

  Date:05/01/2023

  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 Stanley steamer came and cleaned my carpet on **** the technician can with a dirt clogged line and cleaned my carpet and now its a foul in my carpet. I called them back the same day they said it would be Monday before they could send another technician out however the smell became so unbearable so I called them back the next day they sent another technician out **** the smell is still in one of the room in my house. I called **** and was told by rep that the manager would call me back I never heard from the manage. I called them back again and the rep said it would another three days before a manager would call me back. Then she indirectly said it couldve been my water line he used when the technician said something was clogged in their line from the initial clean.

  

  Business Response

  Date: 05/02/2023

  ******************,

  Thank you for making me aware of your situation regarding the cleaning on April 26, 2023.  I am sure that I can resolve this matter.  Pleas call me on my cell phone, ************. 

  I look forward to your call.

   

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

  Director of Operations