Complaints

This profile includes complaints for Stanley Steemer International, Inc. & Corporately Owned Branch Locations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stanley Steemer International, Inc. & Corporately Owned Branch Locations has 61 locations, listed below.

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  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  5800 Innovation Dr Dublin, OH 43016-3271

  
• 

  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  1480 Stratford Ave Stratford, CT 06615

  
• 

  Stanley Steemer

  439 20th St Brooklyn, NY 11215

  
• 

  Stanley Steemer

  40 Brunswick Ave Ste 101B Edison, NJ 08817

  
• 

  Stanley Steemer

  10 Clifton Blvd Ste B3 Clifton, NJ 07011

  

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:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 recently purchased a home and before I moved in I had my carpets cleaned by Stanley Steemer. I had my carpets professionally cleaned on Saturday, August 12th for $430. I decided to clean my carpets 11 days later with my own personal upright Hoover carpet cleaner because I noticed some excessive cat hair left by the previous homeowner while I was vacuuming. I figured the brushes of my carpet cleaner would be able to remove the hair better than the suction of the Stanley Steemer equipment.
  
  I'm attaching a picture of the results of my cleaning. The carpets should not be this filthy after paying over $430 for a professional carpet cleaning service just 11 days earlier. This filthy water was in every section in every room of my house that Stanley Steemer evidently cleaned less than 2 weeks earlier.
  
  I called Stanely Steemer customer service and was told they could come out to clean the carpets again or would offer a $50 credit for my next service and they do not offer refunds. I told them I did not want them to come out to reclean my carpets since I had already cleaned them with my Hoover and I no longer trusted their services. I asked why my personal Hoover carpet cleaner was able to get this much filth out but their professional equipment had missed. I was told their equipment couldn't get down to the pad, but they reassured me that my personal Hoover was not better than their industrial equipment, but could not tell me why I was able to get so much dirt out following their cleaning.
  
  I'm disgusted and feel cheated from their 'professional' carpet cleaning service. I shouldn't have to reclean my carpets to find out their process is a fraud and ineffective. I am looking for a refund or even a partial refund for these unacceptable services.

  

  Business Response

  Date: 09/26/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Tech tech only spent about 25 minutes cleaning my carpet. Just spread the dirt around. Did not give me my other services

  

  Business Response

  Date: 10/06/2023

  Business responded to complaint via phone stating that office manager offered to re-clean and consumer refused and hung up on him.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  Initial services performed August 22, 2023. Were not performed satisfactory- missed ducts, did not really clean out vents, no attempt made for dryer vent. Employee was a manager, Andrew, who complained the entire time and had no clue what he was doing, yet demanded payment. He did not properly close hvac system or seal it up either so left everything exposed. When called to complain they did a reschedule. The issue is we had a deadline to be moved in by and had to delay the work of other contractors due to Stanley Steemers negligence. I reached out to work out some type of way for them to compensate on August 25, 2023 & spoke with Peter who advised of a gift card. Did not receive a gift card but a gift certificate for future service. After the horrible experience it felt like a slap in my face and no true attempt at making it right and taking accountability. I have returned said certificate, filed a dispute with my bank, and escalating this complaint for some potential restructuring and retraining to take place. I have photos and videos that highlight how no work was essentially done the first day. I was set back with my painters and water work since Stanley Steemer had to come back out due to not completing the job the first time. Huge inconvenience with me having to miss work and shell out more money to contractors for lost time.
  
  The technicians who came out and did the redo even said my appointment should have been cancelled for the first visit because essentially nothing was done. I have children, work, and getting a home together to move in by August 31, 2023 at that time and it was a huge inconvenience.

  

  Business Response

  Date: 10/06/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly, it wasn't a good time to talk so we have arranged to speak on Monday to discuss these concerns and work towards a mutually agreeable resolution. 
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 10/14/2023

  
  
  Business did contact me on 10/6/2023 but it was not a good time to speak for me.  They advised they would call again on Monday 10/9/2023.  I never received a call on Monday and was anxiously awaiting a call so we can come to some type of solution for this issue.  Please have business contact me. 
  
  
  Regards,
  
  
  ******* *****

  

  Business Response

  Date: 10/16/2023

  To Whom It May Concern:
  
  Please be advised we spoke to the customer today and working towards a mutually agreeable resolution.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 10/18/2023

  I am rejecting this response because: currently in process of working on a resolution with the company. 
  
  
  
  Regards,
  
  
  ******* *****

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 received partial services on 3/28/2023 for Stanley Steamer - Order Invoice ***********
  
  Qty Item Description Unit Price Amount
  1 Restore UV 2.0 Sale (UVRJ2) $450.00 $450.00
  1 Air Duct Inspection Duct Clean (DDEM2) $0.00 $0.00
  1 Carpet Discount Clean ($50 off when you spend $255 or more.) ($50 off when you spend $255 or more.) $0.00 $0.00
  8 Air Vent Duct Clean (8VENT) $0.00 $0.00
  1 Furnace/Air Handler Duct Clean (AHU) $550.00 $550.00
  1 Dryer Vent Duct Clean (DVENT) $150.00 $150.00
  Subtotal: $1,150.00
  Estimate: $0.00
  Discount: $0.00
  Tax: $39.38
  Total: $1,189.38
  
  I disputed the amount of $550, due to services rendered being useless since the tech failed to inspect the ducts before cleaning ducks were cracked. I contacted Stanley via email and left a message by phone to dispute and they were non-responsive, I had to get a whole new duct work and replace my entire AC unit. So I filed a dispute with my credit card and won the dispute for $550
  
  April 12, 2023 I sent the following email" I just got my attic inspected, and they noticed once of my ducts was in bad shape, and noticed it was covered up with a clear duct making it useless to do a duct cleaning. You still proceeded to do the duct cleaning without pointing out that this duct was damaged, thus making it pointless for the duct cleaning. It shows on the invoice that you inspected the ducts, no one even asked to go in my attic to inspect. I also suspect the upstairs ducts were not even cleaned properly. I am very dissatisfied with you not doing the duct inspection correctly, if I would have known I had duct damage I would have postponed the service. What I am asking is a refund on the duct cleaning since I will be replacing my duct now. Or request a new duct cleaning in the future once the duct is repaired/replaced. "
  
  Now they sent me to collections, I want to settle that since they failed to inspect the ducts they either forgive the 550$ duct cleaning or I pay the debt and get a new cleaning in the future

  

  Business Response

  Date: 09/26/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  Thank you for bringing this matter to our attention. We have considered this
  matter and decided, in the interest of customer service and as a gesture of
  goodwill, that we cancel the collections action. We sent the request to cancel
  the collections action on 9/05/23.
  
  
  Once again, thank you for bringing this matter to our
  attention and please feel free to contact us once again if you need further
  assistance.
  
  Sincerely,
  
  Paul C*****
  
  

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 recently filed this complaint for poor service and damages that occured during service. Our response was that the franchise that receieved the complaint did not do buisness in Dayton, Ohio. I want to refile the complaint with what ever Stanley Steamer franchise does do buisness in Dayton, Ohio. I would like to continue the complaint looking for a satisfactory solution.

  

  Business Response

  Date: 09/26/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly to discuss this further and are working towards a mutually agreeable resolution.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 hired Stanley Steamer company to clean my floors and carpets throughout the home. I had so much confidence in them that I paid the workers and left. The next day when I return home, I saw blue dots on my brand-new rugs and the house had an odor. I call the company so many times, that they are calling me a lie. All I wanted was my Rugs and my floors to be clean. I have gone through many supervisors, and workers trying to resolved by refunding my money, but they explain to me that they will not return my money. I spoke to one of the supervisors and I have her name, but will not list it here until I can find a lawyer. I did not know that their policy has a no money refunded policy.
  I agreed to have them to come back to do their job, because I need the job done right. The supervisors and I agree to have them to come back on a Saturday.
  The Stanley Steamer came on Saturday and I asked them a question about the smell and the workers said to us they came smell the odor upon entered the house. I also asked them to look at the spots in my carpets and both the workers saw it. The young man that was in charge said to us that he going to call his boss and let him know what he smells and saw.
  Before this they let us know that they will not be able to do my house due to their machine had brooked.
  He also said he spoke to the manger and he was going to call me before 3 pm, that day. Thery never called me back. I have been going through for weeks and all I want now is my money back. I do not want them to do anything for me.
  I am writing this letter to see if you all can refer me to a lawyer so I can get my money back.

  

  Business Response

  Date: 08/23/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and offered to refund her the carpet cleaning and deodorizing portion of her invoice. The customer declined the offer and ended the call.

  We do not feel as if a full refund is warranted as there were no complaints regarding the cleaning of the other surfaces. 

  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  
  

  Customer Answer

  Date: 09/18/2023

  I am rejecting this response because: I did complain about the service they rendered to me. The next day I called them, and the service guys came back on July 27th. The techs said they saw the stains, but they couldn't do the work because the  machine was broken. So I called back in, I was upset. When the office called back, they said they weren't aware the machine was broken and they would talk to the guys who had come out on Saturday. 

  The Office called me back, and said the techs told them the machine was working, but that I wasn't ready.  I replied that I was ready, but was told the machine wasn't working.   

  Then I spoke to Customer service who said they would try to get me a refund. Then a manager called and said I was not  getting a refund. I did not want them to return, I wanted a refund. . 

  I paid $737.10, and that is what I want back. 

  I have pictures if you need them. Thank you. 

  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 09/26/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  We feel that we have given this matter all due consideration including offering
  to refund her the carpet cleaning and deodorizing portion of her invoice, which
  was the portion of the cleaning that the customer had a concern with. The
  customer declined the offer. That offer remains available to the customer.
  We do not feel as if a full refund is warranted as there were no
  complaints regarding the cleaning of the other surfaces, until after we offered
  to refund her for the portion of the cleaning that she had a concern
  with. 
  Once again, thank you for bringing this matter to our attention
  and please feel free to contact us again should you need any further
  information on this.
  
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On June 16 2023, I hired Stanley Steemer to clean my air ducts and my furnace. Two men were at my home for several hours.
  
  The day after, the duct cleaning, I had to go to upstate New York for business, and returned to my home today, August 16 2023.
  
  Due to very hot weather, we had to turn on the air conditioner. I found out the circulation fan was not working properly. I opened the slide door to the electrostatic duct cleaner and found the filsters were completely clogged with dirt and dust, such as I had never seen before. My stand alone dehumidifier was shut down. The hose was completely clogged with dirt and dust. There is dirt and dust all over the place, in every room of the house. Everything in the cellar is covered with a fine layer of grit. The entire house is full of fine grit. I have never had this problem before.
  
  This cleaning was done on June 16 2023 and now I do not feel I can breathe comfortably in my house.
  
  You can reach me at ************* ** *************

  

  Business Response

  Date: 08/23/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 08/27/2023

  I am rejecting this response because:     I have heard nothing from Stanley Steemer.    Neither by email, nor by phone.   I am presently at my NY summer home, and I left this number on a voice mail to Stanley Steemer, however, I have heard nothing back.    I also checked my NJ home phone, in ******** NJ,  which is where the service was performed, and there was no message there either.    This is completely unacceptable.

  I am shortly returning to my NJ home, where the Stanley Steemer service was performed.   My NJ home is  now completely covered in a gritty black dust, which is over everything, after Stanley Steemer supposedly cleaned my ducts.   I cannot turn on any heat or A/C as the air is then filled with this gritty black dust.   I am concerned for my health.   I need Stanley Steemer to come to my NJ home and clean everything up as soon as possible.

  
  
  
  Regards,
  
  
  
  ****** ********

  

  Business Response

  Date: 09/21/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  With respect to the substance of the customer’s complaint, we feel that we have
  given this matter all due consideration, including a manager visit to inspect
  the work that was done, offering to reclean the entire job at no charge, and
  finally offering a full refund. The customer has declined all these offers.
  When speaking to our local manager, the customer told him
  that they have winterized the home we provided service to and that they will
  not be there for a while. When they do go back, they will be in touch with what
  they believe is necessary to resolve this matter.
   The offers outlined in
  this response are still available to the customer should they choose to accept
  one of them.
  
  
  There is not much more we can do if the customer will not
  allow us to reclean or provide them with a full refund.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 09/27/2023

  I am writing to make it clear as to how horrible a position I am left in after dealing with Stanley Steemer.   Please read it all carefully.
  
  I have two homes, one in NJ and one in upstate NY 250 miles away
  
  I am 88 years old and have difficulty even writing this out for you.  
  
  My home in ******** NJ is where the complaint is.   I have a hot air furnace that uses the ducts for heating and for cooling.    I check all my filters and have my furnace serviced as a routine.   
  
  On watching television I saw an ad from Stanley Steemer.  It really interested me that I should have my air ducts cleaned.  I called up Stanley Steemer to find out if they serviced my area of NJ.   They said they did.    They said they would come to my home for an estimate on 6-12-2023.   A Stanley Steemer representative came to my home and gave me an estimate for duct cleaning.  The date was set for 6-16-2023 for the actual duct cleaning.  
  
  6-16-23 a two man crew came to my ******** home.   They stayed until about 6:00 p,m.   I stayed to the end of their work, so I was fully aware of how they left the condition of my home.   When they left it appeared as if they had done their job.
  
  I left the next day for my NY home, and did not return to ******** until  8-17-23.    We turned on the A/C.   It appeared to work cooling for 2-3 hours. However, the temperature was extremely hot in the house.    The A/C shut down.   I heard a strange noise coming from the basement.    I went down to investigate.   The fan shut down as I was walking into the basement.  The noise was coming from the furnace module.   The fan was cycling on and off.   When the fan went off, I removed the door to the return side to check the flow of air.    I saw that the filters were completely clogged, on both sides.   There were clumps of fibers and particles completely clogging the filters.    I took photos.   I could not believe what I was seeing.   A piece of the clog, the size of a softball fell out, on to the floor.  
  
  At that time the fan went back on again, and sucked the piece the size of a softball, back into the cool supply line.   I turned the breaker off on the wall, so it would not go on again.   Then I took photos of the filters and other parts which were covered with gritty particles.  
  
  The same day, 8-17-23, I contacted the BBB with my concerns.     I wanted a quick resolution.
  
  On 8-30-2023, regional manager, Davis, from Stantley Steemer, met me at ********.   He inspected the filters, took photographs of the filters.    The temperature was getting warmer, and I mentioned to Davis that could the A-frame (part of the cooling system) be affected by this dirt going by it.   Davis then took apart the sides of the A-frame to see if the dirt was caking up.   He took the side of the A-frame apart and left the parts on the ground.   This made using it impossible until it was reassembled.
  
  Davis said he would send a crew to clean and repair everything.    The crew arrived on 9-6-23.   Meanwhile we had no A/C and the temperatures were in the high 90F in the house.
  
  On 9-6-23 a crew of two arrived to clean up.    Upon looking at the basement, they said they would need to bring their truck closer to the basement, which would have been in back of the house.    I told him that it was important to drive around avoiding the septic field.  I said I would walk in front of the truck and guide them around safely, avoiding the septic field.   I assumed he was going to do this.   He said I can’t have my truck damaged by driving where it might sink in mud.   He said he would call his home office for guidance.
  
  I went in the house, and expected he would get back to me in a few minutes.    I waited and waiting, and after about 45 minutes I went to check on him.   He and the truck were gone, with no explanation.   No communication whatsoever.
  
  The house was so hot, it was unbearable to get through another night.   I called a local NJ company that does both heating and cooling.    I told them it was a crisis and they came the next morning.    The A/C technician cleaned all around the furnace, took out the filters, cleaned them with a vacuum.    The technician reassembled the A-frame, which had been left in pieces by Stanley Steemer on 8-30-23.    The new A/C technician said it should work now.   He turned it on and it did work.   
  
  The next morning we checked the filters again, and found the start of an accumulation.   More than a normal year’s accumulation.    
  
  We stayed one day, realized we could not stay in the house any longer and returned to upstate NY.   
  
  Stanley Steemer did nothing to help us after the crew left on 9-6-23, without doing anything to remedy the situation.
  
  I feel that Stanley Steemer had no concern about my situation. My health, my use of my home.  
  
  I am requesting the following resolution:
  
   Full refund of my payment to Stanley Steemer in the amount of $479.81.
  
   Full payment of my cost of hiring another company to assemble my A/C parts (which Stanley Steemer left in a heap on my basement floor), clean the filters and get my A/C going.    This cost $583.00
   Full removal of dirt and dust in my ******** home, without introducing more dust, dirt and particulates through the duct system.
  
  I do NOT want Stanley Steemer back in my house, for any reason.
  
  
  I feel like my health has already been compromised.    
  
  What solutions does the BBB have to offer???
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had my home interior painted for the first time in 15 years. It looked beautiful. Then on 3/24/23 Stanley Steemer came to clean the tile floors and damaged newly painted baseboards in 4 rooms and unpainted (stained) baseboards in the study. Photos attached. Spoke to manager who said he would stop messages about paying for cleaning that caused the damage and have their insurance adjuster call me. Got an estimate from painter to repair unpainted baseboards in the study for $1077 which I provided to the adjuster. Painter said he would charge at least $1000 more to repaint the painted wood baseboards in other 4 rooms for total of $2000+. I told that to the adjuster but he only approved a check for damage to the study. I called him repeatedly to ask why he ignored damage to the other 4 rooms but he did not call back. Finally I signed the waiver because I got tired of waiting for him to call me back. They sent a check for $1077 which only covered the cost of repairing damage to ONE room. Then Gina Angone at Regional emailed that I still owed cleaning charge of $376.71 and threatened to send to collections. If I had cashed the check for $1077 which I do not intend to do and paid the $376.71 it would reduce the amount they pay to only $700.29 for more than $2k in damages. It’s highway robbery to insist I pay for mediocre floor cleaning that caused more than $2K in damages to my newly repainted home. I want $2000 in damages and the $376.71 charge that caused the damage waived once and for all.

  

  Business Response

  Date: 09/21/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  We reported the customer’s claim of damages to our insurance carrier. It is our
  understanding that the adjuster assigned to the claim has been in direct
  contact with the customer and has agreed to a resolution, the customer signed a
  damage release agreeing to a specific amount and has received payment in same
  said amount.
  All questions and or concerns regarding her insurance claim
  must be directed to the adjuster assigned to the claim.
  If she is having difficulty reaching the adjuster assigned to his claim, we can
  and will reach out to the adjuster and request that he/she contact the customer
  to further discuss his claim.
  
  Please feel free to contact us again should you have any further questions
  about this consumer complaint.
  Best Regards;
  
  Paul C*****
  

  Customer Answer

  Date: 09/22/2023

  I am rejecting this response because: The insurance adjuster did not consider damage to the entire home. I feel that I was manipulated into signing the release because the adjuster would not respond to my emails regarding the remaining damages which had been clearly documented. The business bullied me by demanding that I still pay for the floor cleaning that did more than $2,000 in damage to my home, and has sent the bill to collections, after only reimbursing me for $1,077.00 of the $2,000-plus in damages. The BBB agent was not helpful when I told her that the business had done this. Stanley Steemer is unethical.  I will never trust BBB again because there is no way Stanley Steemer is worthy of a five star rating.

  I would like Stanley Steemer to have their adjuster consider reimbursing me for the remaining damage to the home. In addition, I request that they consider the cleaning bill null and void under these circumstances.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair 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 scheduled a cleaning with Stanley steemer on 5/31/23. The technician came out and told me he was going to include the deodorant and protective coating for free on my couch and chair. He did not properly clean the couch or chair and also damaged some other things. I talked to Cassie at the company and she issued me a gift certificate for $210 and gave me the name of their top technician to reschedule. I had an appointment scheduled for 7/31/23 with the technician they told me to request. I received a text that morning stating that a different technician was coming. I called customer service and got someone very rude who told me that that technician was requested elsewhere and he would not be coming. They gave me another window that day that I could not accommodate. I emailed the company just asking for a refund as they never completed the service, I was over charged and some of my things were damaged. They said that they do not issue refunds. I would just like my money back the original price was $277.88. They refunded me 55.90 on 4/19/23. I am
  Owed $221.98

  

  Business Response

  Date: 08/17/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 08/18/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair 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.

  On 7/13/23 I hired Stanley Steemer to clean the grout on my tile floors. The technician did a spot test so that I could see the results prior to obtaining the service. After viewing the spot test, I agreed to the service. Upon completion of the work, the technician asked me to view the results. I pointed out that there were several lines of grout that were not clean. The technician said he used the most powerful machine they had and that was the best he could do. On 7/17/23, I called Stanley Steemer to speak with a manager. They offered to come out again and redo the work. I wasn't sure what good that would do as the technician said he used the best machine he had. I told them that I purchased a product from Home Depot to try and remove the grout lines and it worked. They scheduled another technician to come out on 7/21/23 to redo the work, but no improvement. I spoke to the manager to see what he could do to make things whole. All he offered to do was to upsell me on another product known as color seal that he claimed would work but which was more costly. Having a bad experience with their grout cleaning I was reluctant to try another product at a much higher price. The manager then blurted out "Well, I'm not going to give you your money back". I was in shock at his statement as I didn't ask for my money back, simply a resolution. He then began to say if he gave everyone back their money he would be out of business. I was again in shock because if he provided a quality product then there would be no need to give anyone back their money. At this point, I mentioned that I may have to go through my credit card company as they have a purchase protection benefit to cardholders. The manager became angry, raised his voice and proceeded to tell me he would then send me to collections. I didn't appreciate his tone and thanked him for his time. If he is unwilling or unable to correct the floor then I would like a refund of my payment.

  

  Business Response

  Date: 08/09/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 08/10/2023

  
  
  I am rejecting this response because: I have not received a call from Stanley Steemer.  On 7/24/23, they responded to my Google review asking me to email their customer relations email address and to supply the details of their visit to my home.  On 7/26/23, I emailed the customer relations email address and have not heard back.  That was over 2 weeks ago.  I have attached a copy of their Google response and a copy of my email to Stanley Steemer.  
  
  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 08/18/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
  
  Sincerely,
  
  Paul C
  

  Customer Answer

  Date: 08/24/2023

  I accept the business's response to resolve this complaint.  Stanley Steemer has offered to refund 50% of their original charge.  I was issued a refund of $73.50 to my credit card and I believe this is fair.  Thank you for your time and attention to resolving this matter.

   

  
  
  Regards,
  
  
  
  ***** ****