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:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  first on or about June 11, 2024 I contacted Stanley Steemer to have carpet in family room cleaned. They suggested they could also clean kitchen area tile, grout, and reseal grout as well. When Sylvia and Eathan left my home, it appeared tile and/or grout was wet in areas. After a few days, both my husband and I noticed the areas were blotchy and stained as never before. Contacted Stanley and had them come back to correct the situation but they could not. They took pics and said they would give them to "Dave" the owner. That was on 9/17/24 and owner was supposed to contact us. After several phone calls trying to reach "Dave", they are making excuses saying he will get back to us but no answer so far.

  Business Response

  Date: 10/25/2024

  On June 11, 2024 Sylvia and Ethan cleaned the tile, we removed lots of dirt and the areas that didn't clean up is considered a stain staining can be from various different things.On September 19, 2024 the customer called and scheduled the tile to be cleaned again and because it was over 10 days which is our policy where we will come back and re-clean anything if a customer is unhappy.  On that day Daryl and K'shawn re-cleaned the areas again the results were not better.On October 11, 2024 we went out again and the customer refused to let us clean our look at the tile.On October 22, 2024 I spoke to the customer and convinced them to let us try cleaning with acid tile cleaner and after a brief conversation I found out that the tile was 10 years old and they applied clear sealer themselves.  I suspect that some dirt was sealed in.On October 23,2024 WE went and used the acid cleaner and it didn't show any improvement.Sometimes if tile is only cleaned once in 10 years you will have permanent staining, we have made every attempt to clean the tile and grout but I think its a little too late.  I did explain that grout can be removed and replaced or use a color seal on the grout.

  Customer Answer

  Date: 10/29/2024

  In response to Stanley
  Steemer’s explanation of service, I first want to clarify that in June 2024, my
  husband placed the original call to Stanley Steemer to set up cleaning of our family room carpet only.  It was suggested by Stanley Steemer
  representative that they could include kitchen tile and grout cleaning at a reasonable
  price since much of our space was covered with tile in kitchen, eating area,
  hall, and vestibule.  I normally go over
  these areas with my own cleaning supplies on a regular basis and have no trouble keeping these areas clean.  These areas are normally covered with gel mats as well, so there's very little soil on tiles.

  I recently have been dealing with health
  issues and was glad to hear they could go over the tile. I think they should
  have explained before starting any tile/grout cleaning exactly what the results
  would be after seeing the areas to be cleaned and what methods they would use beforhand.  Otherwise they should not
  include that cleaning in their package at all.

  My floors were most times
  covered with gel mats and were neither greasy nor very dirty and had been
  mopped regularly over the years we  have been here. When Stanley came in June, I watched
  as this new guy Ethan swung a machine back and forth across the tile in the
  kitchen only that I can remember and noticed spreading of something causing two toned appearance.  Afterwards, the kitchen area had grout lines
  that were two tones.  I thought it just
  needed to dry and would be okay  but it remained two-toned after many days and was definitely not
  as it had been before the “cleaning”.  I
  did not have any grout issues before Stanley’s visit in June 2024.

  My call to Stanley for 9/17 appt. was
  the first opportunity I had to actually speak to someone since the original job was done.  I had tried reaching someone several times
  before but with no success. When I called a short time after original job was
  done back in June, I was told manager would respond back but he never did.

  I was asked at the 17th of September’s scheduling  if I wanted to
  schedule another cleaning and because I was not satisfied, I said
  yes.  Perhaps they could correct the issue
  once and for all and get the grout back to one color as it had been. 

  When Darryl and partner came
  to do cleaning, I explained and he saw the issue with grout lines.  Darryl
  said he would use “their best product” to clean grout lines.  After much scrubbing, Darryl was shaking his
  head and stated, “he didn’t know what they used” because it was not cleaning.
  He took pictures of grout areas in kitchen, said he was sending them to office
  manager Dave and the mgmt. would be back in touch soon.  I heard nothing from stanley steemer until I
  tried contacting them again after a couple of weeks.

  Again Stanley came out to
  look at grout on 10/11 and wanted to try cleaning again but I decided it was a
  waste of time since Darryl had stated on 9/17 that he used the “best grout
  cleaner available”. I never refused to cooperate with Stanley and all efforts
  to communicate with them were started by me. 
  They never called me to try to resolve issues even when they said they
  would and were always late by hours to respond with visits when appointments
  were set up by them, which would tie up my entire day. There was never an apology for their lack of attention to this matter.

  I finally called and insisted to speak with Manager Dave on 10/22 who explained that grout gets dirty and may not
  clean well, etc, etc.  He set up a time to come with a product he stated they don’t
  have on truck but is really potent. He said nine to ten in morning the next day. 
  

  After waiting til about 12:30PM the next day 10/23, four people showed up at my door (apparently not aware that I had been waiting all morning for their arrival). 
  They did a fairly good job and were very courteous and quick.  They did however, leave furniture they moved in a disarray that my 85
  year old husband had to move back to its original position such as garbage can, kitchen table and chairs, rugs, etc. which was disappointing.

  Even though the grout is not
  as it was before they came, it looks a lot better than the way they originally
  left it. It’s been a struggle to get to this point. I do not fault the workers
  because they worked extremely hard to please and were very pleasant at every step.  The manager, Dave however has been a disappointment and offered no response; but I appreciate what the workers
  have done.

  At this point I’d like to
  request reimbursement for that second visit #****** for $266.20 and move
  forward.

• Initial Complaint

  Date:09/07/2022

  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.

  Local Stanley Steemer location come to the house to clean living room carpet on 7/25/2022. Technician requested use of outdoor faucet and permission was granted. The living room floor was cleaned, technicians disconnected the line to the faucet - breaking the faucet.  Mrs. ***** requested a receipt and was told one would be mailed to her. Mrs. ***** was having landscaping work done while Stanley Steemer was present. It wasn't until the next day that the broken faucet was discovered when **** ***** attempted to re-connect hose to water plants and faucet was broken. Mrs. ***** has made 9 phone calls to the company and still Stanley Steemer has not returned call for repair. 

  Customer Answer

  Date: 09/08/2022

  why does my mom need power of attorney to submit claim. She uses my email address because she is blind and doesn’t have a computer. If you wish to snail mail her, that is fine as well. But, the complaint against Stanley Steemer is her’s.