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Business Profile

Hardwood Floor Maintenance

Royal Steamer LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:05/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.

     

    Complaint: ********



    I am rejecting this response because:

    The business' claim that "I was more than willing to go out and correct anything that they were not happy with" is not true. After discussing our many concerns the owner on 5/24/23, we received a text message on 5/25/23, in which he stated, "We are willing to rescreen floors and sand down edges." As stated in the original complaint, there were numerous other issues with the floor that he did not offer to fix. We were forced to get another company to fix the floors given the numerous issues, Royal Steamers' unwillingness to fix all of the issues, and our lack of confidence in Royal Steamers ability to complete a quality job. The business has also failed to acknowledge or address the damage that they inflicted on our walls (varnish on the walls) and trim (where the sander dug in, took off paint, and left divots in the trim). 




    Sincerely,



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

    another flooring company $3800 to fix the damage to the floors and do the job correctly. We are also having to have the painting company come back out to fix the issues that Royal Steamer caused to our trim and walls. We have been unable to reach an agreement with Royal Steamer regarding compensation for damages or a refund due to poor quality.

    Business Response

    Date: 10/13/2023

    In reference to this complaint, we did offer to go back out and do anything to satisfy the customer but they denied us the chance to rectify the situation and wanted a refund. I was more than willing to go out and correct anything that they were not happy with and according to their complaint they already went and paid someone else instead of allowing us to come back. I was more than happy to work with them but they chose to move on and choose a different company and that was their choice. I apologize it turned out this way. 

Royal Steamer LLC is BBB Accredited.

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