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:12/04/2022

  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.

  I have reached out to Stanley Steemer's Regional Director four times, regarding the fact that my carpet was NOT cleaned on 3-19-22. I paid for specialized service to remove dirt from my carpet. On 3-20-22 I took my own Bissel Carpet Cleaner (Brand New) and went over portions of the carpet. My photo will show that the carpet was still dirty. The water was muddy. My photo will show the date and time that it was taken. I paid $281.00 for this service. I want my money back. No one will return my calls. Customer service just takes notes. Can you please help me to get my money back. The card that I paid on was cancelled. My banking account information IS THE SAME for the funds to be returned into my account.

  

  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,
  
  Paul C*****
  

  Customer Answer

  Date: 12/16/2022

  I have phoned Mr. C***** twice.  He does not return my messages.  I left him another message today requesting to have a full refund placed back into my account.  I phoned him on 12-14-22 and left a voicemail at 1:12 p.m.  I phoned him today 12-16, and left a voicemail at 12:15 p.m.  This is the same person that I have left voicemails with before I placed the BBB Complaint. 

  His methods are questionable. 

  Again, I requested that he fully refund my money. I did state in today's voicemail that I have a photo; that evidences that my home cleaner did a better job than this supposed professional cleaning. 

   

  My photo was taken less than 24 hours after Stanley Steemer's cleaning.

  
  
  
  Regards,
  
  
  
  **** *****

  

  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 today 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: 12/21/2022

  I am rejecting this response because: Mr. C***** is never available, no matter when I call Today, at 1:20 pm, I left another message requesting that the full amount of payment and taxes be placed into my account.  These actions are questionable. This is how my calls were handled by him before I submitted my complaint.
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 01/12/2023

  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.
  The
  local Management team made several attempts to contact the customer via phone
  and email when this concern was originally brought to their attention shortly
  after the 03/19/22 cleaning. After not hearing anything back via phone or email
  a letter was sent to the customer on 03/25/22. The intent was to get a crew out
  as quickly as possible to reclean any area of concern. There was no further
  contact on this matter until we received this BBB complaint.
  Once
  again, attempts were made to reach the customer via the phone number on the
  account. After a couple of calls someone did finally answer and informed us
  that we had the wrong number.
  Upon
  further inspection we discovered that the phone number and email address on
  this BBB complaint differs from the ones we have on her account with us. 
  After
  trading a few voicemails, I was able to contact the customer today I tried to
  offer a courtesy cleaning to address any areas of concern. However, she is only
  interested in a full refund. I tried to explain our policy and the fact that we
  are still willing to honor a free courtesy cleaning or gift certificate, but
  she ended the call before I could explain these offers completely.
  We
  are willing to reclean the entire job at no cost or to provide a gift
  certificate so that she may have the cleaning at a later date of her choosing.
  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*****
  
  

• Initial Complaint

  Date:12/03/2022

  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.

  We had stanley steamer come give us a quote on cleaning vents they told us about the service how it would be done and it cost 650 they came did service while my wife was home I came home and there was a mess on the floor I went to open my garage vent and it fell off and stuff feel out of it I went looking at vents the vents will not open because they was screwed on with screw driver multiple vents are missing screws and are bent from using a drill over tightening them. They came back a second time and measured vents came back third time with the wrong vents to replace and said that the system couldn't be cleaned and hooked up the way its supposed to that they could do it another way but that it's not as effective and that only half of the system would be cleaned . Spoke to manager he said he could refund the money but I had to replace the vents that they bent . I don't understand why I was sold a service then told and couldn't be done that way and after they damage vents they aren't going to fix them . I want my money back amd I want nothing to do with this company ever again.

  

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

• Initial Complaint

  Date:11/08/2022

  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.

  I hired Stanley Steemer International Inc to get rid of the cat piss smell in my bedroom' carpet and to clean the carpet throughout the rest of the house.INVOICE DETAILS: Service Date 11/1/2022 Invoice # 1********** Customer # ********* Vehicle **** Crew: ********* 
  After 1st visit: Cat smell was just as bad as before. Some dirty spots remained on the carpet.
  
  They came back the 2nd time: cat piss smell remained and they refused to clean the dirty spots.
  
  I ended up spending $397. They didn't fix the issues.
  
  I demand a full refund.

  

  Business Response

  Date: 11/23/2022

  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,
  
  Paul C*****
  

  Customer Answer

  Date: 11/28/2022

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

• Initial Complaint

  Date:10/14/2022

  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.

  Date of transaction: 6/1/2022, Amount: $435.38, Account: *********
  Notes: Frank/crew used high-pressure sales tactics trying to force me to upgrade my carpet cleaning-they would not accept no for an answer. They cornered me in my basement and kept asking the same questions in different ways to elicit a "yes out of me". In hopes of them stopping, I gave them the deodorizer upgrade for the basement. They were only in my home for about 25 min for the full cleaning (8areas) where the machines brought in so much dirt that I had to clean after, they did not clean carpets well. When they were done, Frank gives a charge amt that was different than what I was told prior to cleaning. I asked what the difference was-he said that I ok'd a carpet protector for the stairs. As I didn't, I asked follow up questions-he raised his voice to the point my husband had to come in to see what was going on. He removed the fake charge-5min later, we hear a van drive away. They left all my house doors open, and left so fast that they left a full sticky pad of signs. I immediately called customer support to inform them, and they call Frank to ask if he completed the job-very unsafe given his combativeness. I asked for a re-clean/refund in line with their policy and she said the new re-clean was multiple weeks out, so I asked for a refund. They said a manager would call me in 24hrs, I did not receive a call during this time period. Finally, I disputed the charge with my bank after being unable to contact them. My bank resolved the dispute and I received a credit on my card statement. I got a letter in the mail from a collection agency on Sept. 19th stating I owed $435. I emailed SS on 9/29 and did not hear a response back. I called 10/14, and he said he couldn't adjust my account to $0. This business is unresponsive and is a potential safety issue for future customers. I never received another invoice I owed money other than this collection letter.

  

  Business Response

  Date: 10/21/2022

  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,
  
  Paul C*****
  

• Initial Complaint

  Date:10/09/2022

  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.

  This happened in July of 2022. I paid for room cleaning for a small three bedroom apartment. The company initially was set to come around and agreed time but did not. I had to call to Confirm they were still coming hours after waiting upon calling they told they were still coming but had the cleaners contact me. The cleaners called and tried to cancel. They said this was just thrown at them last minute when I know for a fact I scheduled this about a week prior. Cleaners ended up coming as I told them I COULD NOT reschedule. It was a move out cleaning and I wouldn’t be available (they tried to reschedule for a few days later after we moved out) and off the premises. they came reluctantly, stayed less than an hour (to clean a total of three rooms, which I was told was standard) and they did a terrible job. I of course didn’t expect brand new looking carpets but at Aleast flower pot stains to be be cleaned. It was terrible! I called corporate to see if they could send them back they called and tried to schedule a date when we had already moved! I disputed this with my bank (because I had to pay for another cleaning company to come out to do the carpets because it was in my lease agreement to have cleaned carpets upon move out). My bank approved then denied the claim. I called Stanley steamer to see if they could give me my money back. I was dissatisfied and they didn’t do the job they promised to do. It was mediocre. Below mediocrity in fact.

  

  Business Response

  Date: 10/27/2022

  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 their concerns, however, their mailbox is full and could not accept any messages. We will continue to reach out until we reach the customer to discuss this matter. 
  
  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: 06/16/2023

  I emailed a copy of my paid receipt to Paul C***** per his request. I am still waiting on a refund. Thank you. 

  

  Business Response

  Date: 06/28/2023

  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. 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:09/20/2022

  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 9/19/22 my dog got sick and had an accident on the carpet. I called Stanley Steemer’s to see if this is something they could assist with and if they could send someone out the same day. They were able to send someone out the same day and I showed them the spot and was told the minimum for any service is 130 dollars. I was agreeable to this as they assured they would be able to get it out completely (clean,deodorize, and protect). The guy completed the service and left since it looked good. I walked over to the spot and could smell it still. I put my hand on the carpet and there was still dog feces in the carpet, the cleaning only cleaned the surface. I called them and told them my concerns about the spot still being soiled and smelling horrific. This service was suppose to deeply clean the carpet and remove it. They told me they could not come out for another 2-3 days and could not offer a partial or complete refund but a manager would be in contact. I explained that I couldn’t just leave it like this and would have to go rent a carpet cleaner to clean it again. So I went and rented a carpet cleaner and had to spend more money doing what I just spent 130 dollars to have them do. They didn’t apologize and couldn’t offer any help. The next day a manager reached out and said they could not offer any refund and would schedule us for next month and do the whole room. I explained that the importance was a foot of carpet where the accident happened and I already recleaned it myself and had to rent a carpet cleaner. A partial refund to compensate for the extra money I had to spend doing it myself to keep it from drying into the carpet wasn’t a huge request. They were extremely unforgiving and did not think it was reasonable to issue any refund. I’ll never use this company again and can’t see how they can justify taking 130 dollars for a 5 minute incomplete service.

  

  Business Response

  Date: 10/05/2022

  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 are scheduled to visit the customers' home to address their concerns through service on 10/15/22.
  
  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: 10/06/2022

  We do not have an appointment for any further services through this company. I told them not to schedule this and called to confirm that I do not want them coming back. 

• Initial Complaint

  Date:09/15/2022

  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.

  On September 3rd, Stanley Steemer employees cleaned our carpets. Unbeknownst to us, they dumped their waste water down our toilet, clogging the sewer line. When RotoRooter cleaned out the line, they found a lint ball at the first bend in the sewer line. I want Stanley Steemer to pay for RotoRooter - I have the invoice showing that they removed a lint ball the morning after the carpet cleaners dumped their junk down our toilet. I think they should also refund our carpet cleaning fee. Stanley Steemer invoice #********** dated 9-3-22. (I have it in email, but cannot attach.)

  

  Business Response

  Date: 10/05/2022

  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 we have given this matter all due consideration.

  The discharge water goes through several filters before it is discharged into a sanitary sewer. It simply is not possible for particles large enough to cause this type of clog to pass through the filters.
  

  By looking at the customer's repair invoice from Rotorooter, it appears the issue with her sanitary sewer is from a break or a shift in her sewer line further down the line.
  

  Please feel free to contact me with any further questions or concerns.
  

  Sincerely,
  
  Paul C*****
  
  

  Customer Answer

  Date: 10/06/2022

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

• Initial Complaint

  Date:09/13/2022

  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.

  On September 10, 2022 I scheduled online for Stanley Steemer to come and clean 1 master bedroom, 1 family room, 1 hall and stairs (carpeting). There was a 2 room special for $126.00. The total bill was $168.00 Confirmation #********. The technician arrived on September 12, 2022. This complaint is not about the technician. The tech asked me if I wanted the carpeting sprayed with deodorizer. I said no. He said that it would help if there was any bacteria left in carpet. I said it would be ok. It took him all of 5 minutes to spray the cleaned carpet. He handed me his notepad to pay and the charges were $323.00 Inv. #************ I showed him my online copy of the bill at $168.00. He explained that the deodorizer brought the cost up...$155.00. I was shocked and upset. There was nothing I could do but pay. I tried calling the company and they did not respond. I am a senior on a fixed income and am really upset and feel that I have been taking advantage of. I am very upset over this because I did not budget for that amount of money. All I can say is buyer beware...they are not up front with their charges and once carpet is cleaned they add on other charges. Once deceived, I will not be using this company in the future and will let others know.

  

  Business Response

  Date: 10/05/2022

  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: 10/07/2022

  I am rejecting this response because: Paul C***** from Stanley Steamer has phoned me and left a message on answering machine to contact him.  I have made several attempts to phone him back and have left messages and he has not responded to me.  I have not been able to communicate with him on this complaint.  Until I speak with him I need for complaint to remain open.  Thank you.
  
  
  
  Regards,
  
  
  
  ****** *********

  

  Business Response

  Date: 11/02/2022

  To Whom It May Concern:
  
  

  The customer returned our call and we believe that we have resolved this matter to their satisfaction with a partial refund.

  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: 11/07/2022

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

• Initial Complaint

  Date:09/09/2022

  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.

  We had our air ducts cleaned on August 27th, 2022. With the 3 HVAC units the service totaled $1,435.40.
  
  Unfortunately, the primary AC drain line was disconnected during the cleaning. An honest mistake, but caused water damage in two rooms on our first floor. The company came out with their water emergency team and cut a 6' x 4' hole in our sheet rock and installed two units to help with drying to prevent more damage and mold. At this time we were assured they were going to handle the situation and make it right.
  
  Their insurance company is now trying to claim we can not confirm they caused the damage and have not agreed to pay for the sheet rock repair, texturing and paint. Plus, the entire room had wet carpet for over a week. I have been told my multiple professionals the pad and carpet need to be replaced. They are not charging us for any of their "water damage" services, but we are now being told by their insurance that is just them having good customer service. We are left with thousands of dollars of repairs and are having to fight them to get it covered.

  

  Business Response

  Date: 09/20/2022

  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 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: 09/21/2022

  I am rejecting this response because: They called me a couple days ago, I have not been able to get in touch with anyone since. It is very difficult to get this company to call back. Nothing has been resolved. I have not talked with anyone. 
  
  
  
  Regards,
  
  
  ***** ******

  

  Business Response

  Date: 10/05/2022

  To Whom it may concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. This matter has been reported to our insurance carrier and a claim has been filed. It is our understanding that the adjuster has been in contact with the customer since their last communication to the BBB. 

  We further understand that the customer and the insurance adjuster are working towards a resolution to this insurance claim. 

  All questions and or concerns regarding this insurance claim must be directed to the adjuster assigned to the claim.
  

  If the customer 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 this claim.
  
  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:09/02/2022

  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.

  We had our air vents blown out on 4/9/22. After work was completed, there was a strange noise coming from the fan which I had believed to be secondary to having clean air vents. We then noticed water around our AC unit inside and had an inspector come and look at it. I was informed that the coils were not cleaned and there was additional damage done to the air ducts which has allowed for condensation to form on the coils which is leading to the wetness. With all of this, the motor is now no longer working and our house is without air conditioning. It is currently 87 degrees in the house. Upon multiple calls into the customer service line, I was informed that I would receive a call back within 24-48 business hours. I have continued daily check ins with the company and finally was able to speak with someone 5 days later who is telling me that they will not fix the issue. My A/C unit is ruined from this company and they should be held accountable to fixing my until which they damaged when cleaning out my air ducts.

  

  Business Response

  Date: 09/13/2022

  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. A member of the local management team has contacted the customer
  directly and is working with them 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*****