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Business Profile

Carpet and Rug Cleaners

Stanley Steemer of South Florida, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Stanley Steemer of South Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Stanley Steemer of South Florida, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:11/22/2022

      Type:Product 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.
      Called the company for a standard steam Clean for the couch. I have called them A few times without any issues. However, this time was different, they removed our glade plug in from the wall to connect their machine, placed the plug in on our coffee table horizontally rather than vertically this damaged the coffee table and 2 expensive coffee table fashion books. We showed the guys, they documented the damage and advised their manager would reach out. A week or 2 passed by, we called continuously, no answer. They offered gift cards to their company for their services, we declined as they had not been accountable for their damage we requested to refund the table and books. Manager agreed for us to buy the table and books, email receipt, to his email. However, the table is quite expensive and I didnt want to purchase and it not be reimbursed, therefore, they declined to reimburse me for the table and books.. they offered only to repair the table we chased the supervisors ******** and ******* via telephone for weeks on end.. they never responded or had courtesy to call us back. I finally got fed up after 6/8 weeks of the damage, spoke to corporate and an insurance adjuster reached out finally. Nevertheless, the adjuster took a week or 2 to reach out, very frustrating to the point of impotence. Now, we are working with adjuster, however would not recommend the company or their services. Very unprofessional and not accountable. I always had a very formidable relationship with them until now. I am very upset of not been communicated or our damage to be a priority.

      Business Response

      Date: 11/23/2022

      This customer had service provided by ********************************************* in ***********. That is not our location...

      Customer Answer

      Date: 11/28/2022

       
      Complaint: 18454917

      I am rejecting this response because:I thought it was the *********** location that services my property. However, perhaps it was another location nearby. I always call the *********** location, am surprised they said they didnt service me. 

      Sincerely,

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

      Business Response

      Date: 11/29/2022

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

      I'm confused...It was the *********** location...We are a separate franchise in ************.  You have logged a complaint against the wrong location...I did, however, send the ****** review that you placed for OUR location to the manager in *****, *******. He explained that the claim was submitted to Stanley Steemer International's risk/insurance department. It was not us that provided the cleaning...Call 1-800-STEEMER and explain you want to talk with *****'s location if you havent heard from anyone to this point. 

      P.S. It'd be nice if you removed the review that you placed for Stanley Steemer of South Florida (******).

    • Initial Complaint

      Date:08/18/2022

      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.
      Our house had a pipe burst and a major flood occurred.It needed to be dried immediately. We contacted Stanley steamer and they came that day with all their equipment to dry our home.They provided an estimate for the work which was $8000-$10,000. In the middle of the work they said it would be more and we signed an agreement saying it would be more like $13k. It wasnt clear what the additional work was that was needed because from the beginning it was very clear how wet everything was and how much would be needed to dry it out, but what other choice did we have? All their equipment was there, we felt we had no option but to sign it.During the process they rarely checked in with us and frankly except for the equipment sitting there we rarely saw anybody. They asked for our insurance contacts and we provided them. After about 10 days, with very little human involvement and just the equipment going full-time (often shorting out our electrical panel which we would fix on our own - despite calls to them for help), they came and got the equipment. They did some moisture test in various places and said everything was fine.The day they left our construction guy began restoration. Very quickly he noticed in the laundry room that they had not removed some floor molding. They removed the molding and found significant amounts of mold. We asked him to look for any other areas that mightve been overlooked and indeed he found the window seat in a bedroom had also not been removed, it was a very wet piece of wood. They lifted the wood and underneath found significant amounts of mold. The contractor charged us $5k to remove the mold in both rooms, disinfect and spray.Stanley Steemer provided a bill to our insurance for $21k. This was 8k over anything we had signed for. The insurance company said they would not pay so Stanley came to us.We are happy to pay the 13k we agreed to less 5k for mold remediation. They are not accepting and are threatening a lien on our home.

      Business Response

      Date: 09/02/2022

      This matter has been resolved through a binding agreement signed by both parties and a payment. **

    Stanley Steemer of South Florida, Inc. is BBB Accredited.

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