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

  40 Brunswick Ave Ste 101B Edison, NJ 08817

  
• 

  Stanley Steemer International, Inc.

  824 Space Dr. Beavercreek, OH 45434

  
• 

  Stanley Steemer Carpet Cleaner

  3496 W Delphi Pike Marion, IN 46952

  
• 

  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  4145 W 99th Street Carmel, IN 46032

  

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:08/14/2022

  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.

  Stanley Steemer technicians came to my home to clean my carpet and applied a chemical to the ‘high traffic areas’ (even though my carpet is ‘steam clean only’) and once they were done that day; the stain appeared as the carpet completely dried. I reported the issue to Stanley Steemer in a timely manner expecting a quick resolution.
  
  - I have allowed Stanley Steemer to come out and attempt to reclean to correct the issue.
  - I have allowed Stanley Steemer to send out an experienced Senior Technician to evaluate the carpet. The senior technician relayed when visiting our home; some of the technicians were new and inexperienced as well as the cleaners are assigned vehicles that may have been in use by a different team prior to them being assigned that vehicle. They would not be familiar with the chemicals in the van that the prior team drove, which is resulting in them ruining carpets.
  - I allowed Stanley Steemer to have their own carpet inspection.
  - I additionally hired a 3rd party impartial carpet inspector to provide an evaluation. His report which I have forwarded to you earlier, notes a foreign substance/chemical staining to the carpet.
  - I have made many phone calls and inquiries with Stanley Steemer and have cooperated in every way and yet the issue is still unresolved.
  
  - I live alone and have no pets and take care not to get anything on my carpet in my home.
  - I have had this carpet cleaned with Stanley Steemer only and no one else.
  - The day of the cleaning; on the advice of their technician, extra cleaning was recommended for high traffic areas. The high traffic areas that the technician pointed out was stained immediately after their visit once the carpet dried. The stains are only on the areas that the technician stated was high traffic area and would be treated, while the rest of carpet is fine.
  
  I seek for Stanley Steemer to replace the carpet in my home that they destroyed.

  

  Business Response

  Date: 08/16/2022

  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 his
  insurance claim must be directed to the adjuster assigned to the claim.
  
  
  If he is having difficulty reaching the
  adjuster assigned to his claim, we can and will reach out to the adjuster and
  request that he/she contact the customer to further discuss his claim.
  
  Please feel free to contact us again should you have any
  further questions about this consumer complaint.
  Best Regards;
  
  Paul C*****
  
  

  Customer Answer

  Date: 10/07/2022

  I had new carpet and had only had it cleaned by Stanley Steemer before this issue. But on this occasion, Stanley Steemer technicians came to my home to clean my carpet and applied a chemical to the ‘high traffic areas’ and once they were done; the stain appeared as the carpet dried. I reported the issue immediately to Stanley Steemer expecting a quick resolution.
  
  I contracted and paid Stanley Steemer, who is now attempting to pass off responsibility to a third-party insurance company that still has not attempted to right this situation.
  
  I have completed all the steps required by Stanley Steemer and their Insurance Company and have even paid for an independent evaluation and inspection. I have made myself available and have cooperated in every way. Yet I am still waiting for any attempt on Stanley Steemer or their Insurance company’s part to resolve this issue.
  
  I ask that the BBB not close this case as it is not resolved.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/07/2022

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. As stated in our last response we reported the customers claim of damages to our insurance carrier. 
  

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

  To the best of our knowledge the customer has not reached back out to the adjuster assigned to his claim.

  
  If he is having difficulty reaching the adjuster assigned to his claim, we can and will reach out to the adjuster and request that he/she contact the customer to further discuss his claim.
  
  Please feel free to contact us again should you have any further questions about this consumer complaint.
  Best Regards;
  
  Paul C*****
  

  Customer Answer

  Date: 10/10/2022

  Hi,

   

  I have spoken with the insurance adjuster on several occasions. The adjustor was sent the photos of the carpet that Stanley Steemer ruined along with other supporting information. Prior to Stanley steemer cleaning these specific areas with there chemicals the carpet was fine. Immediately after the the carpet dried after the cleaning the carpet was discolored. The senior tech from Stanley Steemer came to my home and explained what Stanley Steemer did wrong to cause this carpet damage.

  The adjustor denied the claim. I did business with Stanley Steemer located at **** ******** **** *** ********* *** and they are refusing to help me. They will only direct me to the adjustor who is refusing  rectify this situation.

   

  Thank you,

   

  *****

• Initial Complaint

  Date:08/11/2022

  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 called Stanley Steamer on July 22, 2022 to order a house cleaning for my boss. It is a non-profit company owned house, so we had an ST-5 form. The service address for the cleaning is ** ********* **** *** ********** ** *****. The cleaning was performed on July 27, 2022. I have a copy of my original order and a copy of the service ultimately done and billed. There is an $876 difference.
  I was not at the residence the day the service was performed, but the owner's parents were there and had a copy of the service I requested.
  One of the services I asked for was for 3 bathrooms to be completely steam cleaned. The original charge was for $141.00. NO one explained to me shower stalls were extra.
  When the techs got to the home, they asked if we wanted the shower stalls cleaned as well. The reply was yes. All they said was there was an additional charge but NEVER NOTED WHAT the charge was. They explained they don't get involved with billing! Turns out it was $600 more!
  So basically to completely steam clean 2-3 (not large) bathrooms, it was $1000.00!
  Re; carpet cleaning - On the original order I told them how many rugs were to be cleaned. They charge was $410 for 6 rooms, When the techs got there, we were billed $599!
  My boss paid for this on his personal credit card. I told him the charge would be $1094 which he agreed to. The actual charge was $1970!!! To be fair, they did a good job and the house is very clean. But the issue is a dramatic increase in the prices I was given, and the ultimate billed to price. Felt like a bait & switch.
  I called Stanley Steamer to complain and an incident report was filed. I was told a manager would call in in 24-48 hours. No one called. I called back 2-3 more times. Finally on Aug 4 a manager called. I explained the problem. He was courteous but very defensive and told me he couldn't do anything for me. I did tell him I would file a complaint. - he didn't care. I also want to alert other consumers.

  

  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, at the number we have on file for this account,  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: 10/20/2022

  I have seen via email that my complaint with Stanely Steamer has been
  without a resolution.
  Paul C***** from Stanely Steamer called and left a message at the residence
  where the work took place.
  I was out sick for over a week and finally got his message. I called him
  and to date have not heard back.
  Stanley Steamer took MONTHS to respond to my complaint. And they closed it
  after 2 weeks on my end?
  This is not any kind of resolution.
  
  Thank you,
  ******* *******

  

  Business Response

  Date: 11/29/2022

  To
  Whom it may concern,
  
  I
  called this customer again today and left her a voicemail on the number and
  ext. she has listed in her most recent response.
  I have
  left her more than one message as outlined by my previous responses on this
  matter.
  The person
  that I need to speak with is whoever was on site at the time of service. It is
  my understanding that someone, other than the person named in this complaint,
  was on site who approved and paid for the additional work that the technicians completed
  at the time of service. 
  I will
  continue to try and contact the customer until we are able to discuss this
  matter and come to a mutually agreeable resolution. 
  

  Best
  Regards,
  

  Paul C*****
  
  
  

  Customer Answer

  Date: 02/23/2023

  2.23.2023 BBB received phone call from consumer stating business extended an offer and she has accepted it. The complaint has been resolved.

• Initial Complaint

  Date:08/09/2022

  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 was sent to my home to clean the vents.they left dirt over the bathroom floor,did not secure some of the vent coverings back in place,turned the air off without letting me know and did not turn it back on,they left some of thier equipment behind.It looked to me like they didn't clean the front room vents,but pretended to do so and acted as if they were in a hurry to leave.they asked me to pay the 470.00 dollars they charged even though i was not responsible for the bill.i did not pay it.

  

  Business Response

  Date: 08/26/2022

  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,
  
  Paul C
  
  

  Customer Answer

  Date: 09/06/2022

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

• Initial Complaint

  Date:08/08/2022

  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 contracted Stanley Steemer to clean and seal grout in my home. They did not perform the work, invoiced me and sent it to collections without any dialog.
  
  On 07/23/2022, Stanley Steemer arrived for an appointment to clean and seal the grout in several rooms in my house. They ran a machine over the tile and were prepping it to seal it when I asked whether they were going to actually scrub the grout per their website (https://www.stanleysteemer.com/our-services/tile-grout-cleaning):
  
  "HOW WE CLEAN TILE AND GROUT...1. Our tile and grout cleaning service begins with our technicians examining your floor to ensure they use the appropriate cleaning method. They will look at the kind of tile you have and see if there are any places where the grout is damaged.
  2. Then, we start your tile and grout cleaning by scrubbing the grout between each tile with a pH-balanced cleaning solution. This releases the ground in dirt that gets trapped in the pores of the grout.
  3. Next, we use our tile and grout specific cleaning machines and tile floor cleaner. These machines force hot water on and into your tile and grout, while extracting the dirt...."
  
  Note: There is an associated video showing a man scrubbing the grout lines, independant of the machine.
  
  The agent pushed back, saying "I'm not sure why our website would say that" and eventually resorted to what I interpreted as intimidation, standing so close as to make physical contact. I requested he respect my personal space and that they completed the job as specified. After some back and forth, they left without sealing the grout.
  
  In short: They never competed step 2 or sealed the grout, as in the initial statement of work and the invoice.
  
  On 07/29/2022 they emailed me requesting payment. I responded by explaining the situation and suggested they have someone from customer support contact me if they wanted to pursue it. The next comms I got was a notice from a 3rd party collections agency.

  

  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 matter to our attention. 
  We
  have investigated this matter and have determined that a portion of the bill
  should be removed, Namely the grout sealer portion of the invoice. It
  appears as if the technicians had completed the cleaning when the customer
  asked the crew to leave. However, the grout sealer had not yet been applied. Therefore,
  the amount for the cleaning is still due. We will inform the collections company
  to reduce the amount owed by $222.00, the cost of the grout sealer, bringing
  the total down to $326.00.
  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: 09/15/2022

  Thank you for your acknowledgement and support documenting this fraudulent billing.

  I am rejecting this response because: 
   - I never asked them to leave, as suggested. I stated I wasn't going to pay $550 for them to just run the machine over the tile. They packed up and left.
   - They didn't completed the cleaning as outlined in the original complaint.
   - I contracted for a bundle of services with a single price. There were no contingent conditions of partial payment for doing any portions the work.
   - By stripping the existing sealant from the grout, it left the floor in a worse condition. I immediately needed to go out, purchase the materials to properly clean and seal it myself before returning to normal use. 
  
  

  It sure would have been easier you to reach out to me as I requested so I could have share the security video with you. I mean, if someone is lying to you, you'd definitely want to know about that right?

  Anyway, good luck with your future endeavors.

  Regards,
  

  
  
  *** ********

• Initial Complaint

  Date:08/06/2022

  Type:Product 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 ordered the Restore UV Purifier along with the Air Duct Cleaning on 7/15/22. However I had some emergency car repairs and had to cancel the Restore UV Purifier but I did get the Air Ducts cleaned on 7/29/22. The check I wrote on 7/15/22 was cleared through my bank ********** ******** **** on 7/19/22.
  I had contacted Stanley Steemer the week of July 18 through their Call Center 1-800 number and spoke to someone to inform them that I did not want the Resore UV Purifier because of recent car repairs but I still want the Air Duct Service. I asked them when I would get my refund of my $1,073.93 check and they said that the Manager would call me in 1-2 business days. This never happened. I called Stanley Steemer again the week of July 25 through their 1-800 Call Center number and spoke again to someone asking about the refund of my check. A gentleman told me that the check had been signed off by the Manager but has to go thru the main Office in Dublin Ohio. He said if I don’t get a check by the middle of next week to call again. On August 4 2022 I called Stanley Steemer at their Beavercreek Ohio office number which went directly to the 1-800 Call Center number and spoke to a Gentleman explaining that I spoke to someone last week who told me to call back if I hadn’t received my check by the middle of this week. The gentleman began saying he would have the Manager call me within 1-2 business days but I pushed him to get a Manager on the line. The Gentleman tried 3 times a could not get him. I called back and spoke to a woman who who got the Manager on the phone. I explained to him I have not received my check yet. He said they were waiting for it to clear. I said it cleared through my bank on 7/19/22. He then said he would have his accounting department call me as they are the ones who do the refund. He took my number and said they would call back 1-2 business days. As for now no one has called and I feel it should not take this long to get a refund.

  

  Business Response

  Date: 08/10/2022

  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 resolved this matter with a refund. A check in amount of $1073.93 was mailed to this customer on 8-05-2022.

  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:07/29/2022

  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.

  July 14, 2022, a female and a male worker from Stanley Steemer came to do a scheduled cleaning job (order #********* on my AC/heating duct system and drier vent: agreed on cost $560.00: 15 duct vents-$300.00, one unit-$275.00, drier vent-$100.00, with a $75.00 ducts discount. No vent was removed, no opening made in return air duct for vacuuming, no cleanup and complete vacuuming of the duct system. The two worker left suddenly without seeking payment,, after not doing the job specified on the work order. A manager is threatening to use a collection agent if payment is not received within ten days.

  

  Business Response

  Date: 08/09/2022

  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.
  The
  customers desired resolution, as stated in this complaint, is "no further
  contact by the business". Therefore, we are unable to contact them to
  discuss 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*****
   

  Customer Answer

  Date: 08/14/2022

  I am rejecting this response because: Stanley Steamer has threatened to send my account to Collections. I have spoken with Stanley Steamer and they have refused to accept negotiated payment even though they did not abide by the proposal written by Andrew S***.  The threats of Collections action is unwarranted and that is what I was referencing when I requested no contact.  This company's behavior was fraudulent from the technicians arrival.  We reached an impasse as Stanley Steamer would not accept my offer of payment for the limited service they provided .  There was nothing left to discuss as they insisted upon a fee that did not match the proposal.
  
  
  
  Regards,
  
  
  ***** **********

  

  Business Response

  Date: 10/05/2022

  To
  Whom it may concern:
  
  The
  following is the statement from the local manager who took the call from the
  person at the home at the time of the cleaning:
  "When
  the cleaning took place, customer called in regarding the cleaning and how
  there were steps we did not complete, taking the vents off and creating an
  access hole into the duct work to complete cleaning. I explained to the
  customer at the time that depending on circumstances as far as where we can cut,
  we may have to use what we call a pogo. but that we would still ensure a
  thorough cleaning, we had to techs open the return and supply vent of the home
  to show him the duct work and he confirmed to me via telephone that the ducts
  were clean. we then spoke about the vents, there was one vent that was hard to
  remove so we informed the customer removing that vent may be hard to reattach
  he insisted we remove to clean; the crew removed the vent and the vent was
  impossible to reattach due to drywall crumbling from age of home. He also
  informed me we did not clean up debris from dryer vent cleaning, which was
  located on the stairwell in the backyard, our assistant AB went out while face
  timing me and cleaned the stairwell free of dust and debris. due to mishaps in home,
  I offered the customer an additional $50 discount to the order which was a
  total of $120 once applied and he accepted thankfully. the photos submitted
  were photos that were taken before he called in but were all addressed while we
  spoke and while crew was still in home."
  After this
  call it is our understanding that the person on sight stated that he was not
  going to pay and left the room, so our technicians left. 
  The fact
  is that the work was completed, and we were not paid for those services. 
  Should the
  customer choose to pay, we will honor the discount that the manager had offered
  at the time of service. 
  Please
  feel free to contact us again should you have any further questions about this
  consumer complaint.
  Best
  Regards;
  
  Paul C*****
  
  

  Customer Answer

  Date: 10/09/2022

  I am rejecting this response because: The response is mostly false: none of the statements in the "response" are fully true, and the expected and agreed on work in the work order was not done.  The fact that the replier's telephone conversation about changing the procedure took place after the workers had finished doing what they did gave me no opportunity to accept or reject what his explanation was, which was completely different from the agreed on "work order."  This is all a scam of a company trying to take advantage of an elderly customer.  The "response" relative the telephone conversation about what was said and what was seen is untrue, and the request for payment before the job was finished is true, to which I replied I would give when the job was finished.  I called the office to report that the work had not been completed and I was told that the work would be completed before the techs leave.  When that "call" ended, I immediately checked to see what the techs were doing:  They were getting into their truck--and left immediately without a word--no completion statement, no other request for payment.
  
  
  
  Regards,
  
  
  ***** **********

• Initial Complaint

  Date:07/26/2022

  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 booked an appointment to have carpet in two bedrooms cleaned. Prior to booking my appt. I researched the services that would be best for my carpets. Upon the technician arriving, before he went to inspect my carpets that he’d be cleaning he begin to upsell the services that I should receive. I felt cornered into adding services in order for him to actually do the job. Initially, I declined the add on; however, he continued to aggressively explain why the add one were a necessity. I agreed, yet immediately felt bamboozled into getting a service in order for the technician to start the job. When I finally agreed, the technician proceeded to clean the carpets. For the two rooms including a large master bedroom, and a smaller guest room he completed the task in under an hour. I immediately thought that the timeframe was very short but expected for the job to be complete. Upon inspecting the carpets I noticed that the carpets looked the same as if they were just vacuumed. He stated that he added on the deodorizer (the upsell in my package). I do not believe that the add on that I paid for was utilized due to the length of time and the carpets being in the exact same condition as they were before being “cleaned” by Stanley steemer. I was sourly disappointed with the service rendered and felt as if I was swindled into paying for services I didn’t receive. I received a survey, in which I detailed that I wasn’t please with the service. A manager (Shakinah) unsure if that is correct spelling contacted me offering to schedule me for a re clean. I informed her that I would gladly accept on the condition that I would also like a refund for the $42 deodorizer that was forcibly added to to my package. She stated that she only had the ability to provide a credit/ gift card. I rejected the offer as I was not pleased with the service and would likely not continue to patronize. The call was escalated to a call I received today 7/25/2022. The individual Daniel L***** introduced

  

  Business Response

  Date: 07/26/2022

  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,
  
  Paul C*****
  

• Initial Complaint

  Date:07/18/2022

  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 Paid over $500 to have carpets cleaned and couch cleaned. 2 days in the house began to smell like a cross between a Portapotty and mildew/ mold. Myself my 2 dogs and one other individual In the house began having respiratory issues. Pink goey itchy watery eyes, coughing, I have asthma and an autoimmune disorder that is exasperated and flairs brought on by molds. I do chemo which also made the mold situation harder on myself. We cleaned them several times with no call back. They came out a week later and cleaned again. and it was better. In the mean time though I had to stay at hotel for a few days because I could not breath and was starting to get lumps on arms, a symptom that my immune system was starting to attack my body. I made an er visit ING with someone else in our house who's cough has still not gone away in over a month. Spoke to someone and asked for a partial refund due to the expenses I accumulated and wS offered a $100 gift card. My hotel was over $300 I have been told and have read up on it that the 1st person used too much water and the carpet dried but the pad under took longer because it was too wet and caused mold spores to come up through the carpet. They refuse to honor their mistake and the expenses we occurred because of that mistake. I did offer medical copies from ER and doctors, and copy of hotel receipts. I have not got medical bills yet. All I had originally asked for only a partial refund. A woman named Kayla was very rude and ignored my calls until I blocked my number and called and got her to answer.

  

  Business Response

  Date: 07/27/2022

  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 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:07/16/2022

  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 7/5/22 a rep for SS gave us an estimate for dryer vent cleaning. He explained that the dryer is removed and thoroughly cleaned as well as the vent going to the back of the house. He showed us a picture of lint that was in the dryer. We the service the scheduled for 7/6. When the technicians arrived, they only cleaned from the vent exit in the back of the house (and broke the vent cap in the process) going to the dryer. My husband explained to them that the lint we were shown was still there and that we only agreed to the service because the sales rep explained that it was very thorough and the dryer was supposed to be moved and cleaned as well. The technicians argued that the sales representative was wrong but agreed to do it since that's what we were told. On 7/7/22, at night, I went to put wet clothes in the dryer and the dryer started to shake and make terrible noise. I called SS first thing on 7/8 and explained the issue and that I needed this fixed asap because I have 5 kids and am going out of the country and need the dryer. I was told a manager would reach out asap. No one called. On 7/11 I called again and they scheduled for techs to come the next day. They couldn't figure out the issue and swore a manager would call me that day. No one called. I scheduled for a repair company to come 7/12 to the dryer. The next days were filled with lots of back and forth and empty promises of resolution. On 7/14, the manager Timothy E***** said that if I would get the repair tech to tell him how SS was responsible for the damage, that I would be refunded for the repair cost and what I paid to have the laundry done. On 7/15, on a 3 way call with myself, Timothy, and the repair tech, the tech explained that by going through the lint trap to clean, they lodged a sock in the blower. Timothy said they never did that bc their vacuum doesn't fit there. I explained they did and we saw. He changed his tune and refused to take responsibility regardless of the evidence

  

  Business Response

  Date: 07/22/2022

  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 Carson
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016
  P 614-652-2417

  Customer Answer

  Date: 08/03/2022

  The complaint should not be closed. I have still not heard back from the company other than our original conversation in which I was just asked what had happened. I was told that they would follow up with the branch and then they would reach back out to me and I have not heard anything since that was about 2 weeks ago.

  
  

  

  Business Response

  Date: 08/10/2022

  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 with a 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*****
  
  

• Initial Complaint

  Date:07/15/2022

  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 6/28/22 I had Stanley Steemer of Holbrook to clean 3 bedrooms of carpet. The rep left at 10am stated my carpets would be dry in abut 6 hours. Later that day I walked on the carpet to check them, they were sopping wet, I saw my king size mattress the rep stood up against the wall sopping wet as well. I called Stanley Steemer, the Customer Service Rep rescheduled another team to come out the next day 6/29 from 8-12. In the morning I cancelled the appointment because could not be home because my mother who was in hospice was in grave condition, she passed later that day. I put cyclone fans in the 3 bedrooms and on the mattress. it took 5 additional days to dry. The King Mattress is a $2500 bed, the warranty was automatically invalidated once it got wet. on 7/11 @12:28pm I received a call from Stanley Steemer stating they could not refund any portion of my $300 charge unless I allowed them to re-do my carpets and they could try to clean the water stain on my mattress. I explained I do not want anyone from that co to do any further damage in my home, its a matter of good customer service to resolve this matter now, He was argumentative about me needing to leave to tend to my dying mother & I should have let them re-clean the first mess. Stanley Steemer employee ruined 3 rooms of expensive carpet, and padding, they damaged my King mattress, they need to resolve this matter and understand I should not be required to let them further damage my home.

  

  Business Response

  Date: 07/26/2022

  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: 07/27/2022

  Nothing was resolved. I was contacted said they would call the franchise and call me back. 
  i did not hear back. 
  
  Regards,
  
  
  
  ****** ***********

  

  Business Response

  Date: 08/12/2022

  To Whom It May Concern:
  
  

  We sent the customer a copy of her refund receipt yesterday 8/11/2022 via email to [email protected] the email came from ******************************
  
  

   

  We have processed the refund on our end, we do not have control over how quickly it appears in her account that would be something controlled by her financial institution. 

   

  Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.

  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 08/15/2022

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

  This has been resolved thank you very much. 

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