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:05/12/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 arrived at my daughter's new apartment 11/21/24 to clean her carpets before moving in. The apartment was located on the basement level so the technician had to leave to pick up the portable cleaning unit (the truck accessories were unable to reach the apartment). It was somewhat disappointing that we weren't asked previously if the portable unit would be needed since this was in an apartment building. However, I understood the oversight and did not comment. When the tech returned with the portable unit, I asked to pay immediately in case I was not able to return before the tech was finished. As I was leaving, the tech called me over to apologize that the portable unit was actually broken and that he would not be able to clean the carpet that day after all. The best he could offer was to return in two weeks when they had an opening. Due to the inconvenience, they manager/owner agreed to reduce the cost for part of the service when they returned. With both the technician and I frustrated about the inconvenience for both of us, neither of us thought to discuss a refund of what was already paid. The same tech returned two weeks later and did a good job without any issues, and then charged my daughter the reduced price. When I received my credit card bill weeks later, the charge was still on my card so I contacted them to request the refund. I have called, spoken to the corporate office, spoken to and emailed the local office several times, and texted with the technician. On the phone and in email, Andy agreed to look into the overbilling and get back to me. However, it is now almost six months later and no refund has been given, nor am I receiving any more response from Andy at the local office. I do not recommend using Stanley Steemer in Omaha as they are a franchise. When you want to contact them, you have to go through corporate and hope to have someone respond. This is not a good way to do business if you are not satisfied with service.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wanted our carpets cleaned for graduation parties and selected exactly what we wanted and were quoted around $261. When they came out they charged us for things we had not requested and the total bill would be $467 or they would leave. When I spoke to the manger he said he “wished my husband would have told him, it’s this price or take your business somewhere else!” However we were not in a position to do so with the party 48 hours away and feel like we got bullied into a price we did agree to. The manager said he would refund us for the services we didn’t agree to or click on the website and we never got a refund. The techs were nice however the carpets were not much cleaner than before they arrive, just very wet. I will never use them again.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Steemers in Omaha at **** * ****** came out to clean the carpets on or about 11 Jul 2023. This complaint consists of two parts. The first is the job they did. The second is a possible theft of a firearm out of my house by one or more of their employees. Regarding service-did not vacuum, did not take shoes off, did not put down a protective spray on their first visit. They ran out of gas while at the house and had to get gas to power their cleaner. They did come out on or about 25 Jul to apply the carpet protection at my request as they had forgotten to put it on on their first visit. They did not get the stains out of the carpet. I am much more aware of the poor quality of their cleaning as a different carpet cleaning company came out recently and did a fantastic job. With the second company, you could actually see the steam coming out of the carpet. Not so with Stanley Steemer. I do not understand why they have the word Steemer in their name when they seem not to do that. SECOND CONCERN: After Stanley Steemer initially came out to the house, I noticed I was missing a handgun that was in one of the bedrooms. No one else had been in the house. I gave it a week or more looking everywhere and could not find it. The house is up for sale so there was a lot of cleaning and checking things. The handgun was not found. I reported the possible theft to the Bellevue police department. They came out and took a report. I called the manager ***** ****** on July 17th and July 18th requesting a call-back. Did not hear from until Jul 21. Explained my concern about the possible theft. He promised to call me back. He never did. I reached out to the owner ***** ****** by phone on 28 Jul and 31 Jul. He called me on Aug 1 and came out to the house on Aug 2. We watched my ring video and discussed my concerns. I asked him to get back to me what he found out regarding the possible theft of my firearm by one or more of his employees. .He never got back to me.

• Initial Complaint

  Date:10/06/2022

  Type:Product 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 am requesting a refund of $** for services not rendered from Stanley Steemer, Omaha. September 12, 2022, Stanley Steemer was hired to steam clean the carpets and kitchen floor at ************, ************************* for my daughter Jennifer *******, ************. The carpet was steamed cleaned, and the kitchen floor was hand washed. The $****** charge was paid in full at the time of service. A refund of $***** for the kitchen floor not being steamed cleaned was requested on September 14, 2022 and approved. Debit card information was given and a time frame of 3-5 business days was conveyed. To date, October 6, 2022 no refund has been received. Five attempted contacts to the manager and three written incidents within the company have been made, the latest as of yesterday. I was left on hold until the call dropped. When I called back, they said the request had been processed and I have to continue to wait. No manager ever returned a call to me, Sandra *******, ************, to make sure they have my correct information. You cannot call to speak to a manager. They are to call you back. Please assist for customer good will. Thank you.

  Business Response

  Date: 10/26/2022

  Consumer Response /* (2000, 7, 2022/10/10) */ After I filed a complaint with the BBB, I received a phone call from the manager of Stanley Steemer and my refund was processed that day. Thank you.