Complaints

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 Find Local Branches.

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Stanley Steemer International, Inc. & Corporately Owned Branch Locations has 61 locations, listed below.

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  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  5800 Innovation Dr Dublin, OH 43016-3271

  
• 

  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  8940 Dunn Ct Dublin, OH 43017-8880

  
• 

  Stanley Steemer International, Inc.

  79 Commercial Way East Providence, RI 02914

• 

  Stanley Steemer

  320 Boston Post Rd Port Chester, NY 10573

  
• 

  Stanley Steemer

  40 Brunswick Ave Ste 101B Edison, NJ 08817

  

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:08/11/2022

  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.

  I called Stanley Steamer on July 22, 2022 to order a house cleaning for my boss. It is a non-profit company owned house, so we had an ST-5 form. The service address for the cleaning is ** ********* **** *** ********** ** *****. The cleaning was performed on July 27, 2022. I have a copy of my original order and a copy of the service ultimately done and billed. There is an $876 difference.
  I was not at the residence the day the service was performed, but the owner's parents were there and had a copy of the service I requested.
  One of the services I asked for was for 3 bathrooms to be completely steam cleaned. The original charge was for $141.00. NO one explained to me shower stalls were extra.
  When the techs got to the home, they asked if we wanted the shower stalls cleaned as well. The reply was yes. All they said was there was an additional charge but NEVER NOTED WHAT the charge was. They explained they don't get involved with billing! Turns out it was $600 more!
  So basically to completely steam clean 2-3 (not large) bathrooms, it was $1000.00!
  Re; carpet cleaning - On the original order I told them how many rugs were to be cleaned. They charge was $410 for 6 rooms, When the techs got there, we were billed $599!
  My boss paid for this on his personal credit card. I told him the charge would be $1094 which he agreed to. The actual charge was $1970!!! To be fair, they did a good job and the house is very clean. But the issue is a dramatic increase in the prices I was given, and the ultimate billed to price. Felt like a bait & switch.
  I called Stanley Steamer to complain and an incident report was filed. I was told a manager would call in in 24-48 hours. No one called. I called back 2-3 more times. Finally on Aug 4 a manager called. I explained the problem. He was courteous but very defensive and told me he couldn't do anything for me. I did tell him I would file a complaint. - he didn't care. I also want to alert other consumers.

  

  Business Response

  Date: 10/05/2022

  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, at the number we have on file for this account,  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,
  
  Paul C*****
  

  Customer Answer

  Date: 10/20/2022

  I have seen via email that my complaint with Stanely Steamer has been
  without a resolution.
  Paul C***** from Stanely Steamer called and left a message at the residence
  where the work took place.
  I was out sick for over a week and finally got his message. I called him
  and to date have not heard back.
  Stanley Steamer took MONTHS to respond to my complaint. And they closed it
  after 2 weeks on my end?
  This is not any kind of resolution.
  
  Thank you,
  ******* *******

  

  Business Response

  Date: 11/29/2022

  To
  Whom it may concern,
  
  I
  called this customer again today and left her a voicemail on the number and
  ext. she has listed in her most recent response.
  I have
  left her more than one message as outlined by my previous responses on this
  matter.
  The person
  that I need to speak with is whoever was on site at the time of service. It is
  my understanding that someone, other than the person named in this complaint,
  was on site who approved and paid for the additional work that the technicians completed
  at the time of service. 
  I will
  continue to try and contact the customer until we are able to discuss this
  matter and come to a mutually agreeable resolution. 
  

  Best
  Regards,
  

  Paul C*****
  
  
  

  Customer Answer

  Date: 02/23/2023

  2.23.2023 BBB received phone call from consumer stating business extended an offer and she has accepted it. The complaint has been resolved.

• Initial Complaint

  Date:08/09/2022

  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.

  Stanley steemer was sent to my home to clean the vents.they left dirt over the bathroom floor,did not secure some of the vent coverings back in place,turned the air off without letting me know and did not turn it back on,they left some of thier equipment behind.It looked to me like they didn't clean the front room vents,but pretended to do so and acted as if they were in a hurry to leave.they asked me to pay the 470.00 dollars they charged even though i was not responsible for the bill.i did not pay it.

  

  Business Response

  Date: 08/26/2022

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
  
  Sincerely,
  
  Paul C
  
  

  Customer Answer

  Date: 09/06/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ********* ******

• Initial Complaint

  Date:08/08/2022

  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 contracted Stanley Steemer to clean and seal grout in my home. They did not perform the work, invoiced me and sent it to collections without any dialog.
  
  On 07/23/2022, Stanley Steemer arrived for an appointment to clean and seal the grout in several rooms in my house. They ran a machine over the tile and were prepping it to seal it when I asked whether they were going to actually scrub the grout per their website (https://www.stanleysteemer.com/our-services/tile-grout-cleaning):
  
  "HOW WE CLEAN TILE AND GROUT...1. Our tile and grout cleaning service begins with our technicians examining your floor to ensure they use the appropriate cleaning method. They will look at the kind of tile you have and see if there are any places where the grout is damaged.
  2. Then, we start your tile and grout cleaning by scrubbing the grout between each tile with a pH-balanced cleaning solution. This releases the ground in dirt that gets trapped in the pores of the grout.
  3. Next, we use our tile and grout specific cleaning machines and tile floor cleaner. These machines force hot water on and into your tile and grout, while extracting the dirt...."
  
  Note: There is an associated video showing a man scrubbing the grout lines, independant of the machine.
  
  The agent pushed back, saying "I'm not sure why our website would say that" and eventually resorted to what I interpreted as intimidation, standing so close as to make physical contact. I requested he respect my personal space and that they completed the job as specified. After some back and forth, they left without sealing the grout.
  
  In short: They never competed step 2 or sealed the grout, as in the initial statement of work and the invoice.
  
  On 07/29/2022 they emailed me requesting payment. I responded by explaining the situation and suggested they have someone from customer support contact me if they wanted to pursue it. The next comms I got was a notice from a 3rd party collections agency.

  

  Business Response

  Date: 09/13/2022

  To
  Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  Thank you for bringing this matter to our attention. 
  We
  have investigated this matter and have determined that a portion of the bill
  should be removed, Namely the grout sealer portion of the invoice. It
  appears as if the technicians had completed the cleaning when the customer
  asked the crew to leave. However, the grout sealer had not yet been applied. Therefore,
  the amount for the cleaning is still due. We will inform the collections company
  to reduce the amount owed by $222.00, the cost of the grout sealer, bringing
  the total down to $326.00.
  Once
  again, thank you for bringing this matter to our attention and please feel free
  to contact us once again if you need further assistance.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 09/15/2022

  Thank you for your acknowledgement and support documenting this fraudulent billing.

  I am rejecting this response because: 
   - I never asked them to leave, as suggested. I stated I wasn't going to pay $550 for them to just run the machine over the tile. They packed up and left.
   - They didn't completed the cleaning as outlined in the original complaint.
   - I contracted for a bundle of services with a single price. There were no contingent conditions of partial payment for doing any portions the work.
   - By stripping the existing sealant from the grout, it left the floor in a worse condition. I immediately needed to go out, purchase the materials to properly clean and seal it myself before returning to normal use. 
  
  

  It sure would have been easier you to reach out to me as I requested so I could have share the security video with you. I mean, if someone is lying to you, you'd definitely want to know about that right?

  Anyway, good luck with your future endeavors.

  Regards,
  

  
  
  *** ********