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:01/20/2023

  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.

  I contacted Stanley Steemer April 2022 regarding area rug cleaning for a white 9x12 rug. They informed me the rug would have to be taken to one of their off-site cleaning facilities. After paying $577 for the service, the rug was returned to me completely discolored with new stains that were not there before. After a lengthy and time consuming mission to seek reparations, the company was found at fault for the damages/ruining my rug but is still trying to steal my money for the rug cleaning service. Their insurance department has found that Stanley Steemer is guilty of damaging my property but the managers of the local branch, Luis and Christina, are refusing to issue a refund for the $577 service. I will not accept paying for a service to not just damage my property but completely ruin it. The way their mistake has been handled has been completely unprofessional, negligent and incompetent.

  

  Business Response

  Date: 01/30/2023

  1.30.2023, BBB received notification from Paul C***** that in July 2022 a check was sent to consumer.

• Initial Complaint

  Date:01/09/2023

  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.

  Stanley steamer (Cleveland Ohio) scammed me and when I reported the fraudulent sale of a service they do not offer to management they said they would look into it and call me back They never contacted me and then retaliated my report by attacking my credit score and sent my info and scam bill to debt collector. This is a result of doing a fire restoration job and ducts had been filled with soot containing pm (particulate matter) that could cause cancer and health problems to the home owner pets and family,so the duct work had to be cleaned a specific way to remove the soot. I called and was advised they could do it. I advised them the standard procedure of duct blowing duct cleaning for dust and allergens would not work as it is soot not dust we are removing. I was assure by Kevin the SS duct supervisor that they would remove all the soot and all but stains and possible odor would be removed. I said I'm ok with that. Stains won't become airborne but microscopic pm from soot is a bio hazard and if it's all removed my work is good on this. So week or so later the techs show up and do standard blow job which I'm on recorded lines of SS stating will not work and I required a special service. They showed up did nothing to remove the soot hooked up blowers to vents and said job was done. The tech and myself both used our fingers to feel soot which came off on our hands when they were done. So they sold me a service they do not offer and did what they wanted and expected paid for a contracted service they did not provide. I am attaching pics to show how much soot remains and how they did not provide the service they offered. This scam service from any business big or small is unacceptable. I am asking for help from BBB to resolve this consumer fraud and attempted theft by deception. Plead assist me BBB I have never been in this situation before and need experienced help. ** (Fraudulent service took place on ******** ** ** ****** **. I work construction. )

  

  Business Response

  Date: 02/10/2023

  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.
  
  When speaking with the management at the local office and reviewing the
  scheduling calls, we have determined that the services were rendered as
  promised. The local Air Duct Manager states that he informed the customer fully
  regarding our limitations regarding soot removal, especially since the system in
  question is comprised largely if not entirely of flex duct.
  The customer refused to pay for the services rendered.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  Date:01/06/2023

  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 kitchen floor cleaned in October 2022 plus was suppose to have an entry way into a bedroom rug cleaned they said they don't do anything wet. I was not happy with the results of the floor they were there only about 20 minutes and also refused to move a piece of furniture. I had the same floor done about 2-3 years prior had 1 person he moved the piece of furnitue and was there over 2 hours. These 2 guys were in a rush to get in and out. I called several times my name was taken said a manager would call back within 48 hours several days went by again same thing I called 4-5 times never received a call back from any manager. This place truly is very unprofessional refused to give me a corporate phone number etc. Very very disappointed with them.

  

  Business Response

  Date: 01/30/2023

  1.30.2023 BBB spoke with Paul C*****, he said that Stanley Steemer reached out to the consumer offering to reclean and they are awaiting the consumer's response.

  Customer Answer

  Date: 02/01/2023

  I did receive a call from Stanley Steamer but as far as my husband is concerned it was way to late for a response.  For me to have to report the issue to the better business bureau proves that they have no respect for their customers, they did not respond promptly to my complaint until I did report them, he does not want them back in the house.  I did call back and left a message to this.  As of today I have not heard anything else back.

• Initial Complaint

  Date:12/27/2022

  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.

  12/3/2022. Stanley Steemer reached out after bad reviews from me but wants to keep me on phone long wait times and jerk me around and not return my money after they left me with a mess and carpet even dirtier and soaking in water. Overcharged and cornered by crew. I’m senior and was taken advantage of and coerced. Had another company come in to clean up and do job correctly. They pulled dirty water stains odor out of carpet. I don’t know how to upload pictures or receipts on my phone but I have them

  

  Business Response

  Date: 01/05/2023

  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: 01/06/2023

  I am rejecting this response because: they keep hanging up on me or there are long hold times to get through. I’m getting the run around and I don’t want to spend more time going around in circles as this gas already been difficult terrible frightening inconvenient situation with more of a mess than I had before 
  
  Their cs is rude and gives attitude too
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/12/2023

  To
  whom it may concern:
  
  I
  am at a loss as to what to say here, I have checked the phone number provided
  and it goes directly to the agent (Nina) who has been reaching out to the
  customer. Additionally, Nina has emailed this customer and has not received a
  response to that email either.
  If the
  customer is reaching a receptionist or is being placed on hold for extended
  periods of time, then she is calling the wrong number. The number to contact
  Nina at is ###-###-#### not the eight hundred# that comes up on the caller ID
  when we call. 
  As always,
  I may also be reached at the number listed below. 
  
  Sincerely,
  
  Paul
  C
  

  Customer Answer

  Date: 01/13/2023

  I am rejecting this response because: they refuse to address the issues of intimidation tactics poor quality work and price gouging, and elder abuse. There is an agency called the consumer watchdog agency and there is a consumer protection agency which I will get involved when time permits 
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/21/2022

  Type:Billing 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.

  11/29/2022 Invoice #*********** Services Provided: clean and seal tile. clean and protect carpets. Two area rugs to be cleaned.
  Lead man (Antonio S*****) told me that of the two area rugs to be cleaned, one was small and THERE WOULD BE NO CHARGE FOR IT. Today I get the invoice and there IS a charge for an area rug 4x5 and PRINTED ON THE INVOICE IT SAYS, "no charge". But there is a charge of $30 on that line of the invoice. The 2nd area rug, 5x7 is noted and properly charged. When I call the company, they said if the rug was cleaned, they have to charge for it. I took the word of the lead workman who generated the service invoice on a tablet but the company will not issue me a credit. EVEN THOUGH THE INVOICE SAYS "no charge"

  

  Business Response

  Date: 01/12/2023

  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
  investigated this matter and determined that the customer was not charged for
  those areas. The technician did put the line items on the order so that he
  could account for the work that he did at the home. He then discounted the
  order $120.00. This amount represents the areas that the customer was told
  would be at no charge and the $11.00 discount he already had on the order. In
  the end the customer was not charged for the areas in question. 
  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:12/19/2022

  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.

  12/17/22
  Franklin came to clean the carpet . He was using his outside shoes on the carpet while cleaning it and also worn them while doing the protection spray on the rug.
  I asked if he was supposed to be wearing something over his shoes and he said no that’s why he a had a hand towel on the floor to wipe his shoes.
  It says online they wear protective covering over shoes and when I called customer services they said they technicians do wear protective coverings
  I paid money to get my carpet cleaned planning on not wearing shoes and here a professional carpet cleaner is wearing outside shoes while cleaning the carpet.
  
  It makes me feel like why did I bother cleaning the rug.

  

  Business Response

  Date: 01/05/2023

  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: 01/06/2023

  I am rejecting this response because: I want my money back. I didn’t pay for someone to clean my carpet wearing dirty shoes.

  The technician didn’t put lifters under couch hope chest or small tv stand.

  I called Stanley Steemer after he left and customer service said they should have put covering over shoes and lifters should be under all furniture.

  I never received a call from anyone at states in their reply other than the women today1/6 who offered me 50 credit or to get the carpet recleaned. And said are there any stains on the carpet.

  The point I didn’t pay my carpet to get cleaned by someone wearing dirty shoes while doing it. 

  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/10/2023

  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.
  
  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. Typically, before any refund is considered, we need
  to view the job that was performed to determine if a refund is warranted. Ms.
  **** was offered a courtesy cleaning to address any areas of concern. 
  Mrs.
  **** declined our offer to reclean any area that she has a concern with at no
  cost. In the interest of customer service and as a gesture of customer goodwill
  we have offered to send her a $50 gift certificate. She has declined this offer
  as well.
  Therefore,
  we do not feel as if a full refund is warranted at this time, but both offers
  are still available to the customer should she choose to accept either of them.
  Please
  feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  
  

  Customer Answer

  Date: 01/11/2023

  I am rejecting this response because: I called Stanley Steemers the same day that I got the carpets cleaned to find out about protocol and the covering of shoes and the lifts for under furniture. I was told by your employee that the technician should wear covering over shoes and they should use lifters for furniture. I will state again this did  it happen. I got the carpets cleaned to be cleaned not to have dirty shoes all over it while being cleaned . I am not sure how you cannot understand how this defeats the purpose of having clean carpets . Just because there are not stains doesn’t mean there is no dirt from this technicians shoes.

  There were not stains on it from the start but it had to be cleaned from people walking on it with street shoes. I paid money to have this cleaned for the purpose of no street shoes to be worn on it so I could keep it clean . Only to have the technician who cleaned it where is street shoes. Again I don’t see how you cannot understand this . Would you wash a kitchen floor then step all over it with street shoes . Absolutely not.Your right I don’t want your service ever again or your 50 gift certificate .

  I’m not quite sure what type of business your running to this how your technician handled cleaning my carpet is ok.

  I want a full refund of 125 . 

  Regards,

  ***** ****

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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 and have an email with the price of $368 with tax. When they arrived at the house, they told my husband what they would be doing but did not tell him anything included an extra fee. While we were happy with the cleaning, I was shocked when the invoice was $722.50. These are unfair business practices and predatory in my view. I emailed the company on November 18th and they said they would forward to the local branch. I followed up with an email on December 2nd and have not heard back from anyone. I am requesting a refund of $354. The difference between the initial quote and the price paid.
  Thank you,
  ******* *****

  

  Business Response

  Date: 12/20/2022

  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 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: 01/20/2023

  Complaint has been resolved 

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising 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.

  Stanley Steemer sent out flyer indicating you can have a rug cleaned for $25.00 off of any cleaning service but once you have their service they don't give the $25.00 discount. When ask why they state the advertisement of the discount they can't answer you.

  

  Business Response

  Date: 12/14/2022

  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 explained the reason the
  special was not applied to her order is because her order was already at our
  order minimum. No discounts can be applied that would bring the price below our
  order minimum. This is also stated in the disclaimer on the flyer that the
  customer received.
  In the interest of customer service, we did offer her a gift
  certificate, however, she declined that offer.
  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:12/09/2022

  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 9/24/22, I scheduled for Stanley Steemer to come to my home and and clean 5 bedrooms, hall (carpeting), tile in kitchen to have grout sealing(clear) and tile cleaning (paid $381 for all services). The tech arrived that day alone to do this big job and he was at my home working for over 10 hours when the window was supposed to be for 4 hours (we ended up missing dinner plans due to the service running so late). The technician was very nice but seemed new or did not know what he was doing as he had to call another technician/office many times while he was here. He finished the carpet first then cleaned the tile in the kitchen and when it came down to adding the grout and sealing the floor he seemed to not know what to do. He used a tube and a tooth brush and went tile by tile to seal it which took over 4 hours to do in a small sized kitchen. When he was done he did not clean the floor and said it would dry and should be all set. The next few days i noticed many spots where the grout was all over my tiles and the floor looked super dirty/stained gray because of the grout being all over the place (pictures attached). I was very upset with this service and overall experience. I tried to mop several times and do what we can to try to fix the problem without having them come back out but we were not able to. My husband called and asked for them to send someone out to look at our floor and fix/clean it and we were told they will come out only if we pay an additional $140 because we are calling outside of the 10 day window they have. The manager that called us back was rude and she did not seem to care at all. We let her know that her company ruined our floor and we would not pay additional money to fix their mistake. I am very upset about my experience and what they did to my floor as it now looks way worse than it was before this service. I would really like Stanley Steemer to contact me to fix this situation and I hope others learn from my experience.

  

  Business Response

  Date: 12/16/2022

  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,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | **** ********** *** | Dublin, OH 43016
  P ###-###-####

• Initial Complaint

  Date:12/06/2022

  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.

  Stanley Steemer technician tracked in significant mud on to the carpet to be cleaned. He was aware of this, but did not fully clean the stains along with the rest of the carpet - I had to scrub them after he left. The carpet is also soaking wet.

  

  Business Response

  Date: 12/13/2022

  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,
  
  

  Customer Answer

  Date: 12/14/2022

  This complaint can be closed. The company offered to re-do the service free if charge.
  
  Thank you,
  
  ********** *****