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

  57 Vermont Ave Warwick, RI 02888

  
• 

  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  230 Murphy Rd Hartford, CT 06114

  
• 

  Stanley Steemer Carpet Cleaner

  761 5th Ave King of Prussia, PA 19406

  
• 

  Stanley Steemer

  425 E Gude Dr Rockville, MD 20850

  

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:07/28/2023

  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 7/17/2023 Technicians for Stanley Steemer performed service on my home to clean the air ducts, my condenser, my dryer vent & air handler.
  
  After the service, there was dirt and debris all over my home and my house smelled terrible. The technician dropped my thermostat down to 68 and left. 3-4 hours after they left, I noticed that my home was becoming very warm, yet my system had been running all day. I went to my basement and found the air filter lying on the ground and promptly replaced it. I then called an HVAC professional and they directed me to the condenser. We discovered that it was never turned back on. Having my system running all day with the condenser off has the potential to damage my system.
  
  Additionally, their company had broken my dryer vent and did not say anything. They sent a manager back to re-install, yet the slats did not fit properly. They keep falling out.
  
  My family started to experience allergy symptoms (watery eyes, headache & congestion) after the service & I had another company come out to review their work. They found that the ducts were still filthy, and the blower was caked up with debris. Additionally, my filter was filthy after 1 week of use.
  
  The cost of service was $869.20 and I requested $600 refund to cover the cost. They declined my request.

  

  Business Response

  Date: 08/17/2023

  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 replacing the missing slat
  from the dryer vent cover and refunding $100.00 as a gesture of customer
  goodwill and in the interest of customer service.
  
  The following is the statement from our local Air Duct Manager, who was working
  with the customer on this:
  
  “On July 18th I was notified that this customer had 2 issues with the cleaning
  provided the day prior. The two concerns were that 1 of 3 flaps on the dryer
  exhaust were missing, and the other was that the condenser was left off after
  the cleaning. The condenser was turned on the day prior by the customer, and on
  July 18th I visited the customer's home (who was not home at the
  time) to replace the dryer vent flap. I sent the customer photos of the
  repaired dryer flaps, the customer responded with a "thank you" and
  the situation was resolved.
  On July 21st the customer sent me a text message regarding a partial
  refund that was discussed between her and Dan LaLena to compensate for the
  inconvenience of us not turning the condenser back on after service. Customer
  was inquiring about the status of the refund which was issued that day.
  On July 26th I received another text message from the customer
  stating that the dryer vent slat keeps falling out and that she and her
  children have been having allergic reaction due to her in home air quality all
  week(waking up with a headache and teary eyes). She then asked for my manager’s
  email and stated that "I'm having my system reevaluated following the
  cleaning'. At this point I had offered to come out and install different,
  better fitting slats for her dryer and at the same time inspect the vents and duct
  work for cleanliness to verify that the system had been cleaned. The customer
  responded with a picture of her dirty filter and a picture of a statement
  provided by another company stating that the ducts are still very dirty. This
  was my last interaction with the customer.
  Customer refused to have us in her home, refused to let me come and inspect the
  system for cleanliness, and is now requesting a full refund. Technicians took
  pictures of the vents during the time of service.”
  When reviewing the before and after pictures it is clear
  that a proper cleaning took place. We are willing to come out to inspect the
  system and reclean anything that may need recleaning as well as view any other
  concerns and address them appropriately. However, we do not feel as if an
  additional refund is warranted.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 08/17/2023

  I am rejecting this response because: My system still requires additional cleaning, and I do not want to pay twice for the service.

  After the horrific experience with Stanley steamer, I do not trust have their technicians back in my home. I am honestly shocked that they would reject this request. They left my home a mess, my HVAC filter lying on the floor, broke my dryer vent, and left my system running without turning on the compressor. This could have caused terrible damage to my entire system, if I did not react.

  I work in property management, and cannot understand how a company would decide to take zero responsibility for their employees.

  
  
  
  Regards,
  
  
  
  Julie Foyle

  

  Business Response

  Date: 08/23/2023

  To Whom it may concern:

   

  Our stance has not changed on this matter. We are happy to send a manager out to address any concerns through service.

  Running the HVAC with the AC (condenser) turned off will not cause damage to the HVAC system otherwise the system would be damaged every winter. 

  As we have stated, we are happy to come out to address any unresolved concerns through service, however, we do not believe an additional refund is warranted. 

   

  Best Regards,

   

  Paul C*****
  

   

  Customer Answer

  Date: 08/24/2023

  I find it to be unethical. Your employees trashed my home, did terrible work, and I will never use your organization again.I.

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

• Initial Complaint

  Date:07/18/2023

  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.

  Floor Cleaning on July 6, 2023.
  Stanley Steemer allegedly cleaned new tile floors and grout at ***** * ******** *****.
  After cleaning and before dry, looked ok.
  Residue was left on the floor.
  Every movement since...leaves foot print and black smudges.
  Floors look as bad now as they did before cleaning.
  Corner molding damaged by hose. Corner guards not used.
  Small rooms over charged to make up revenue for offered two room special.

  

  Business Response

  Date: 08/02/2023

  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.
  
  The local Management team has contacted this customer and
  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*****
  

• Initial Complaint

  Date:07/14/2023

  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.

  On July 18, 2022 Stanley Steemer came out to clean the grout and tile in our kitchen. After completion they asked us to come check out the floor. I immediately noticed white specs over many of the tiles. We told the technician, and he contacted his boss. The matter was escalated to corporate. After 6 months they finally sent out a specialist to access the floor. His conclusion was that the damage was there prior or was from walking and moving furniture. This is absurd, as I would have noticed it, and had had the floor cleaned by a different company before and had not issues. It was clear that the chemicals used by Stanley Steemer stripped the floor of a spec that is irridescent or sparkling in nature, and in the area it removed it, the tile was now white. Over 70% of our flooring now has this. It is also along the baseboard tiles where no furniture moves nor would anyone be walking. That would be physically impossible. They are unwilling to offer us any restitution.

  

  Business Response

  Date: 08/02/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. We reported the customers 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.
  All questions and or concerns regarding their insurance claim must be directed to the adjuster assigned to the claim.
  If the customer is having difficulty reaching the adjuster assigned to their claim, we can and will reach out to the adjuster and request that he/she contact the customer to further discuss the claim.
  
  Please feel free to contact us again should you have any further questions about this consumer complaint.
  Best Regards;
  
  Paul C*****
  

• Initial Complaint

  Date:07/13/2023

  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 Stanley Steemer come out to clean 3 bedrooms and a stair case and paid $247.00
  and they did not get my carpet clean. Carpet is only 3 years old with normal traffic pattern dirt and they merely moved the dirt around . They did not use any type of soap cleaner just looked like water and my carpets were not cleaned days before Thanksgiving November 2022. They came a second time to clean within 10 days and the pictures you see are from then and my carpet looked the same. I called corporate, sent them pictures and they agreed the carpets did not look clean, said they would contact the local store then never got back to me.

  

  Business Response

  Date: 08/17/2023

  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 courtesy cleaning at no
  charge.
  
  The concern areas that the customer has shown in the pictures provided are
  normal areas of wear and tear caused by foot traffic. Including pile reversal,
  traffic patterns and soil filtration lines. These are normal and to be expected
  conditions with carpet of this age and construction.
  
  The original cleaning was on 11/22/22 we recleaned all areas free of charge on
  12/03/22. The customer put in a credit card dispute on or around 1/10/23. We
  responded to that credit card dispute and the dispute was subsequently closed
  in our favor. The next time we heard from this customer was on 6/13/2023. We
  feel as if we have addressed these concerns appropriately and do not feel as if
  a refund is warranted in this matter.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 08/18/2023

  The day of the cleaning, I immediately told the cleaner that my carpets were not cleaned. He suggested I call customer service and I did that day. They said they have a courtesy cleaning within 10 days and I asked what happens if the carpet is the same, they said we would discuss it then. They came out cleaned again and the carpet did not look better. I called immediately on Saturday and no one called me back. I called again during the week spoke with someone who said someone would call me back. I did not wait until January to dispute the charge. I disputed it in December 10th not January 10th. My bank gave me credit back and I did not know there was any issue until my bank put the charge back on my account in June 2023. At that time I called the bank and they said the merchant said they sent me letters and I agreed to settle this. They never called or sent me anything trying to resolve this matter at all. Then my bank said they couldn’t do anything else and that I needed to contact them directly. I called them I immediately and after several days was sent an email saying they won’t do anything else. Then I contacted corporate and contacted them multiple times, they stated they were waiting to hear back from the manager and never got back to me. I sent my photos to corporate and when I followed up just before filing with BBB, they had not heard back from the manager then started saying too much time passed by. I explained that I thought this was resolved since the bank refunded me my money until June when they charged my account again. From the beginning, I expressed my dissatisfaction with the work. My carpet was brand new, two years old. There are no small children at home and yes it’s the normal dirt that should come out with actual cleaning products not just hot water. They did not use a soap solution or scrub my rugs, just wet them and suctioned out the water. Stanley Steamer has hundreds of complaints against them for not cleaning peoples rugs. They never tried to do anything other than clean them the same way again which did not work. I want my money back or a fair negotiation of at least half my money back. They are not being honest about contacting me directly and should be held accountable for lying.

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

  

  Business Response

  Date: 09/14/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of this customer's rebuttal. Please know
  that we thoroughly and completely investigated this matter prior to providing
  our last response. 
  The
  fact is that our system tracks anytime someone calls in regarding their account
  automatically. In this case the last call, before June of this year, was placed
  on 11/23/2022. This is the date that the courtesy recleaning was scheduled for
  12/03/2022. After that cleaning the next entry on the call history for this
  account was 6/08/2023, which is when the customer called in about getting a refund
  because her bank had reversed the charges in our favor. 
  The dispute may have been entered by the customer with her bank
  on 12/10/2022 however, we are not typically notified immediately of the
  dispute. The date we were made aware of the dispute is on or about 1/10/2023.
  We checked with our accounting department and were informed that
  our response to the credit card dispute did not include anything about sending
  her letters or her agreeing to settle this. We simply responded with the two
  invoices showing that we were there for the original cleaning and for the
  courtesy recleaning to show that the charges were valid and appropriate. 
  It is true that we did not use soap on her carpets or do any
  scrubbing as neither soap nor scrubbing are recommended cleaning methods for
  most carpets. Soap leaves a residue that attracts dirt and can be difficult to
  remove completely and scrubbing causes undue wear and tear to the carpet fiber.
  Our carpet cleaning service uses a proprietary hot water extraction cleaning
  method. Hot, soft water and a specially formulated cleaning solution are
  injected deep within the carpet fibers. Then, a powerful suction extracts
  deep-down dirt, allergens, cleaning solution and 95% of the moisture. It’s
  the cleaning method most recommended by carpet manufacturers. 
  As we
  have stated previously, we feel as if we have addressed these concerns
  appropriately and do not feel as if a refund is warranted.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 09/20/2023

  There method of cleaning did not clean my carpets. They need to accept that fact and should at least give me back half of the money instead of going back and forth. This shows me that they lack customer service. They would rather lose a customer than accept responsibility for poor service. 
  I will make sure to let everyone know not to use there services.

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

• Initial Complaint

  Date:07/01/2023

  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.

  July 1st, 8:30-8:40am. Techs arrives onsite to complete air duct cleaning. They inspected all the locations and stated they needed to call there manager. Upon returning back into my house, they stated they didn't see a need to do the service due to the amount of dust in my house, which is caused by my ducts being dirty per their inspector. Then he goes on to bad month the inspector and calling him names. I asked to speak to a manager on the issue, he stepped back outside my house and stated he'll have the manager call me. He then returned back inside my house, with no call from manager and proceeded to state they'll just do the service. Now I was lied to and wanted information before proceeding. He got his manager on the phone inside my house, then said wait, took it off speakerphone, walked out my house and got in is truck and then speed off. Attempted to contact manager, and when I did, he wasn't remorseful at all and stated they'll come back and do the service but at full price.

  

  Business Response

  Date: 07/13/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the customers concerns. The local has made contact directly with the customer to discuss 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:06/26/2023

  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.

  This complaint involves services provided by ******* ********* **** ***** ******** ***** ********** **** *** ****** **** **** ****** ** ****** to a new home at 3403 Queensbury Way E in January/February 2023. Stanely Steemer (Stanley) employed bait and switch tactics, provided extremely poor quality service, delays, services promised but not provided, and damage to the property. Stanley provided an estimate of $685.22 on 2/7/2023 to include cleaning and sealing flagstone flooring in the home and cleaning/sealing/polishing marble flooring in the master bath suite. The technician who came did not have the materials needed to complete the job. Cleaning was rescheduled for 2/8/2023, and homeowners had to reschedule their movers. Stanley completed (some) services on 2/8/2023 and charged $3,245.00 for their services which had to be paid BEFORE services were provided. The work was extremely poor quality and not complete. There were large visible streaks on the flagstone and tape residue was left on the flagstone and sealed over. They only swept the marble in the master bathroom suite and did not actually clean, seal or polish the marble. Stanley admitted that the job was not well done. We ended up scrubbing the flagstone flooring ourselves to get the streaks and tape reside off the flooring. Stanley came back on 2/11/2023 again to clean and seal the flagstone. They broke the toilet in the powder bath with their equipment. Stanley paid for a new toilet, but they have not paid to install it. Stanley came back 2/23/2023 at the request of the homeowner and charged another $2,002.63 to clean, seal and polish the bathroom marble. Homeowners had to have another company come and redo it because of poor quality. We believe Stanley owes a refund of $4,829.79, the amount in excess of the estimate, plus $250 for the toilet installation. We have tried to contact the home office to file a complaint, with no success.

  

  Business Response

  Date: 07/13/2023

  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 Home Owner directly and left a message requesting a return call to discuss these 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: 07/14/2023

     Stanley Steamer needs to be in contact with myself the builder who paid for these services not the homeowner.  The homeowner paid for separate Stanley Steamer services and I was advised they need to file their own complaint for what they paid for after they closed.  My complaint is for services I scheduled and paid for during construction and before they closed on their house therefore any resolution / restitution needs to be done / paid to *** ****** ***** who paid for the services  I repeat the homeowner did not pay for these services.  Please call ***** ******* with *** ****** ***** ###-###-####, until we are made while this matter will not be considered “resolved”  Thank you

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

  

  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: 08/25/2023

  I did miss the call from Paul C***** a few days ago on Wednesday 8-23. I returned his call later that day and left him a voicemail to return my call. I also just called him again and left another voicemail to return my call. The ball is in his court to call me back and get this resolved. Thank you. 

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

  

  Business Response

  Date: 09/26/2023

  To Whom It May concern,

  I returned his call on 8/25/23 and left a detailed message. I have not heard back since. I called the customer again today and left a message,

   

  Best Regards,

  Paul C*****
  

• Initial Complaint

  Date:06/20/2023

  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 4/10/23 Stanley Steemer technician come out to my house to clean an area rug, Unfortunately the area rug was not clean after the technician finished. I had a talk with the technician about being rude and nasty to me at the time of services by Stanley Steemer. After I explaining the rug was not clean the technican remained rude and left.
  I called Stanley Steemer and complaint about technician D.J behaior how he left my area rug very wet with a odor in it. On 4/26/23 another technician came out to re-clean the area rug,
  I was told by the next techician because water set in the rug he might not be able to get it clean. I Called Stanley Steemer back I was sent another technical to pick my area rug up for outside cleaning on 5/9/23.
  My area rug was taking away for a week or more, When Stanley Steemer technician retuned my area rug extremely wet with a horrific oder I had to throw my area rug away because it was eradicated, The technician came to my home smelled like serious marijuana. The smell irritated me so bad it cause my asthma to flare up. I addressed this issues with Stanley Steemer over a month ago know one have dressed my concern in a timely manner.

  

  Business Response

  Date: 06/28/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the customers rejection. The Local Manager has made contact with the customer and they 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:05/30/2023

  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 contracted Stanley steamer to 1st clean my entire upstairs carpet, Which included 2 bedrooms and hallway. Later I had them return and clean as well as Polish my downstairs wooden floors living room. hallway and master bedroom. I had 2 additional floor rugs that I wanted cleaned and I had them take them off sight to have cleaned and treated. When the rugs were returned They were damaged both of them discolored and frayed the soft material was matted and hard in certain spots and as I said the color was faded all over in certain spots. I call Stanley stinger and inform them of this and of course they denied it saying they were given to them that way which is not true these were not cheap rubs they were from ****** they were literally brand new we had them for a few months they said they could not clean them as a regular carpet because of material they had to be taken off site. Which we agree to. Later I had some other manager I suppose over that department call me and show me pictures of the end product not the before pictures. How do I know they were the end product because my rugs wet on a wet floor. Since then I have attempted to call another manager and they have yet to return my phone calls they are trying to ignore me and not do the right thing

  

  Business Response

  Date: 06/01/2023

  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:04/24/2023

  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.

  Hired Stanly steamer on line to clean my sectional sofa. We previously used another company every year to clean but I figured I would try Stanly Steamer
  . The mechanic worked very hard on my sofa but the following days when it was dry it was striped in clean and dirt areas. I called the company and asked for a supervisor to look at the problem.They scheduled a appointment for the following week and sent a mechanic and he stated because the other mechanic was only with the company three weeks he did not know? He stated the deoderizer and the protectant would make the job good? I asked why was it not good before?
  I went on line and checked with the web site and the deoderizer and protection has nothing to do with the cleaning process. I was lied to for the second time .
  I cleaned myself 1/2 the cushion and it came out clean why could I clean the cushion not the professional ?

  

  Business Response

  Date: 04/25/2023

  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: 05/04/2023

  I am rejecting this response because: no one called from Stanly Steamer to resolve BBB complaint.  I received a call from BBB saying they have notified Stanly Steamer. I called corporate two times and left message no response.I have never been called back by Stanly Steamer 
  
  
  
  Regards,
  
  
  
  ******* *****

  

  Business Response

  Date: 05/31/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the customers rejection. We have made contact directly with the customer to discuss 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:04/10/2023

  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.

  My name is **** ******* The reason I'm calling is to make a written complaint against Stanley Steemer Carpet Cleaning Co. This goes back to Oct when I called and asked and told them Stanley Steemer that I had called told them I had just moved in here and what had happened with the people who moved me in. I rented a U Haul truck and paid two people I know to move me. I'm doing so they had parked in driveway and had walked and rolled the moving carts throw grease on street and on their shoes into my apartment. It got everywhere they went with my furniture-boxes and boxes of stuff- front door to bedroom front room and hallways! I told them when I called they needed to know they needed a solution that would take up[ grease, and let them be aware of this.When some guy 1 only came and started cleaning they used only steaming water and thus when it dried  it looked no better at all. I have a witness as will who can verify this. His name is Tamer 1st name ###-###-####. When I called back several months later I was told after 30 days they could do nothing. Moreover it was a rule one of which I was never informed of. Never got a receipt-Rules or anything from Stanley saying this.
  
  Their manager said we'll give you 10% off if we have to come out and do it again. I am retired disabled on a fixed income and shouldn't have to pay twice for something that was never done right in the 1st place. No solution just hot water.
  
  It seems to me they were just trying to make more money since it was only a one bedroom apartment. I'm 77 years old been their customer for over 25 years and this how I was treated. Tamer M***** (?) he is from Egyet-Carirol(?) saw my place and says he'd be happy to tell you what he noticed. 
  
  

  

  Business Response

  Date: 04/25/2023

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  With respect to the substance of this complaint, we feel that we have given
  this matter all due consideration.
  
  We do not have a money back guarantee, rather we have a customer satisfaction
  policy and part of that policy is that if we are notified of any cleaning
  concerns within 10 days of the cleaning, we will come back out to address those
  cleaning concerns. This may include re-cleaning spots, areas, entire rooms, or
  the whole job if necessary. We do understand that life happens, and extenuating
  circumstances can at times affect the customers’ ability to address cleaning
  concerns within ten business days. Many times, we will extend the customer
  satisfaction policy beyond the ten business days, within reason.
  
  This customer’s cleaning took place on 10/13/2022 and the first contact we
  received regarding a concern was 3/31/2023. As you can see this is well outside
  of our customer satisfaction policy. Had we received a call even if it were 30
  days after the cleaning, we would have gladly come back out to re-clean all
  areas that he had a concern with. However, after almost 6 months we would not
  be able to offer a free courtesy cleaning.
  
  In the interest of customer service and as a gesture of customer goodwill we
  are willing to increase the discount from 10% to 20%.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****