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Business Profile

Carpet and Rug Cleaners

Stanley Steemer of San Jose

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rug Cleaners.

Complaints

Customer Complaints Summary

  • 2 total complaints 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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  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ***************, San Jose came to work on my carpets, 2 rooms and a hallway. Some of the areas looked dark and soiled after the technicians *************** and ************ were finished working on those areas. I wasn't sure if it was because they were wet or just soiled still but I was told that if they still looked bad after the carpet dried I could get a redo. So after the carpet dried, the spots still were there. I scheduled them to come out to redo.They had a 730-930 window but did not make it to my house, so I called the 800 number to see what's up. The rep didn't know so he called the location to check but no luck. He said he got busy signals on multiple phone calls for all 3 of their lines. I asked for a manager to call me and he created an incident number to submit my request. So not knowing what had happened, I left home and went to do other things I had to to take care of. About 1015, I got a text from the techs saying they were on their way. I asked why I didn't get a text earlier informing me that they would be late or any kind of update at all? I also asked them to have a manager call me. They ignored both of those texts and later replied they would be back the next day to do the job. I was not available the next day, and then later when checking my email I got a message from them confirming my appt. I did not agree to this, so I text the number of the techs again and requested a call from management or owner. No response.The next day, I got a text saying the techs were on their way. I text back for them not to come and to have mgmt. call me. Again, ignored. When they arrived at my house, I wasn't there. They called me and I told them again I did not want service that day and to have a manager call me. I got online to chat with *************** and typed this entire issue. No response. I just want a refund now, as I have asked for management to call me at least 6 times through all channels, the 800 number, chat, text. Still waiting for call

  • Initial Complaint

    Date:11/01/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    INVOICE DETAILS
    Service Date: 10/29/2022
    Invoice: ******************************************************************************

    They did a terrible job. Left a mess: Dirt and leaves in the entry hall when they dragged their hose across our deck through the front door, and claimed I made the mess when I asked them to clean it. Left black foot prints on the white tile floor. Didn't get any of the small stains out and said, "we don't guarantee to get everything clean." Didn't put the all the furniture back. They gave me the blocks to put under the legs so I could do it myself. Put a rocking chair on the bed instead of moving it to the tile floor adjacent to the carpet and, left it there. I asked the workers to slide the dinning room table and not to lift it to move it. The lifted it anyway, and damaged it. It needs to be repaired.I tried to contact the company but haven't found a way, I just get recordings to schedule a cleaning.

Stanley Steemer of San Jose is NOT a BBB Accredited Business.

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