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

  620 South St Holbrook, MA 02343

  
• 

  Stanley Steemer

  57 Vermont Ave Warwick, RI 02888

  
• 

  Stanley Steemer

  439 20th St Brooklyn, NY 11215

  
• 

  Stanley Steemer

  7860 Airport Hwy Pennsauken, NJ 08109

  

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:01/18/2025

  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 September 10, 2024, in response to my telephone request tor Stanley Steemer to steam clean some of my Italian porcelain flooring, workers , talked me into including grout staining and sealing.
  After they left around 3pm,we stayed off the floors for 6 hours, as they instructed. My husband and I were distressed to see that the floors all had a sticky haze over them which left footprints everywhere we walked and which caked onto the bottom of our shoes. I then called the Stanley Steemer office.
  
  September 11, the same two crew members returned and took a spray bottle and sprayed each area and then mopped with a cloth. After the floors were dry enough, I examined them and they were still covered with gray, sticky residue.
  
  I spent several hours scrubbing. When dry, the floors were still covered with the gray residue. After calling and having them return for more "cleaning" the next day, the floors were still covered with sticky gray residue. I spent an entire weekend on my hands and knees, scrubbing and rinsing until I removed enough of the residue for the electric steam cleaning buffer could do a better job.
  
  I called the SS Riverview office again and told them I want my money back ($2,065.30). I was told to call corporate which I did. They said they could not confer with me as long as I had my complaint pending with **** ** *******, where it was charged.
  
  On January 2, 2025, *** sent a letter saying they were unable to approve the claim, because I did not send a second opinion letter from a qualified merchant to confirm that the service was performed incorrectly. As I explained to the bank, I could not supply that information because I had long-sense removed all of the evidence, by my intense scrubbing and by purchasing a steam cleaner to complete the job. (Incidentally, SS did not steam the floors at all, and the substance they sprayed to "rinse" them with was labeled "Spot Remover for Carpet and Upholstery". See photo.

  

  Business Response

  Date: 02/18/2025

  To Whom It May concern,
  
  We acknowledge receipt of the above-referenced consumer complaint and appreciate the opportunity to respond.
  We take customer satisfaction seriously and have made multiple efforts to address this matter. As a goodwill gesture, we provided two complimentary cleanings in addition to our initial service. The customer also filed a credit card dispute, asserting that we did not remove stains. After reviewing the case, the financial institution determined that the customer was not entitled to a refund.
  
  Upon inspection, we identified that the issue with the floor was due to residue from a cleaning product previously used by the homeowner. Despite this, we have cleaned the floor three times in an effort to assist in removing the residue.
  Given these efforts and the findings of the financial institution, we do not believe a refund is warranted at this time.
  
  Please let us know if you require any further information. We appreciate your time and consideration.
  
  Sincerely,
  
  **** ******
  

  Customer Answer

  Date: 02/20/2025

  The merchant's response was inexplicable.  There was NOT a grey film covering the porcelain floor before I called for service.  The floor was bothering me because drops of water would leave soiled spots.  I simply wanted the floors steam-cleaned to remove any soil that would have accumulated over time--a normal periodic professional cleaning for tile floors.  They did not steam clean.  They spent most of their time re-grouting the floor(which it really did not need, but I let them talk me into it).  The "cleaner" they hand-sprayed onto the floors after re-grouting was a spot remover for carpet and apholstry. I have a photo showing that what they used was clear in color and the Stanley Steemer tile cleaner was yellow.  

  When they responded that they cleaned the floors 3 times,  they are referencing the 2 times that they came back at my demand to remove the film they had created on the floors.  Each time, they just sprayed the liquid from a bottle and went over it with a mop, just like they did the first time.  They spent a few minutes each time and improved nothing. They probably made it even worse. We still could not walk on the floors without getting a build-up of grey sticky substance on our shoes.

  After three days of scrubbing on my hands and knees (which is not easy for an octogenarian) and then steaming with a steam cleaner, the floors finally look clean.  The entire experience was frustrating, time-consuming and a total waste of time and money.

  Long after I had cleaned and removed all evidence of the mess that they had made, the bank requested that I hire a contractor with the same qualifications to come to the house and confirm my evidence of the complaint.  We could not have left the floors as Stanley Steemer left them and lived normally in our house.  Therefore, there was no evidence remaining weeks later when the bank made its request.  Consequently, they denied my claim.

  

  Business Response

  Date: 02/21/2025

  To Whom It May Concern,
  

  We hereby acknowledge receipt of the aforementioned consumer
  complaint and express our gratitude for the opportunity to provide a formal
  response.
  We believe that we have given this matter the utmost
  consideration and have acted in good faith to resolve the issue at hand. We
  place great emphasis on customer satisfaction and have made several concerted
  efforts to address this concern. As a gesture of goodwill, we provided two
  complimentary cleanings in addition to our initial service.
  

  The customer subsequently filed a credit card dispute,
  claiming that stains were not removed. After a thorough review of the case, the
  financial institution concluded that the customer was not entitled to a refund.
  Upon inspection, it was determined that the issue with the
  floor was attributable to residue from a cleaning product previously used by
  the homeowner. This particular cleaning product has received multiple reviews
  indicating that it causes residue on customers' floors. Despite this, we
  cleaned the floor three times to aid in the removal of the residue.
  

  In light of these efforts and the conclusions reached by the
  financial institution, we firmly maintain that a refund is not justified at
  this time.
  

  Should you require any additional information, please do not
  hesitate to contact us. We appreciate your time and consideration.
  

  Sincerely,

   

  **** ******
  

  Customer Answer

  Date: 02/21/2025

  I would like to add that I had never cleaned my tiles with any substance that was NOT  designed for porcelain tile.  When  the Stanley Steemer worker, whose name I believe is ******, asked me what I had cleaned the floors with, I showed him my ****** ***** *** **** ******* which is recommended "for sealed sealed stone, including marble and granite, ceramic and porcelain tile, grout and any other non-porous hard surface flooring."  ****** immediately claimed that I had used the wrong cleaner, simply because the entire bottle was supposed to clean only 600-700 sq. ft., and I had only used small percentage of the bottle. There was no way that my floors had a build-up from a substance that was designed for them!  Another worker who came out on one of the 2 follow-up visits claimed that the floors looked like they did because they were "outdoor floors", an absurd claim about the expensive Italian porcelain tile. Those people were simply searching for excuses.

   

   

• Initial Complaint

  Date:01/17/2025

  Type:Product 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.

  9.12.24- paid $543.60 on Invoice #***********. During service their techs scratched my wood floors by dragging sofa. I contacted Stanley Steemer (SS). SS sent another tech to document damage, estimate# 1**********. SS scheduled apt to repair floor
  9.20.24- I took day off work for apt. Techs said scratches were too deep for SS to repair and I’d be contacted by their insurance (ins). Ins failed to contact me. I had to contact SS twice before I was finally contacted by ins. Adjuster would call before 8am/after 6pm even when I requested only call during bus. hours. He also failed to answer my frequent attempts to contact him during bus. hours. I told adjuster I wanted refund for service due to frustration and time I’d devoted to damage caused. Adjuster told me I had to go to SS directly for refund
  11.8.24- I emailed SS customer service (CS) for refund and received auto reply I’d be contacted shortly. I was not
  11.12.24- I had to find flooring company and take day off of work, to get estimate for floor repair. Floor is unrepairable, got quote to replace
  11.24.24- I sent second email requesting refund. SS CS replied saying their local office would contact me in 2-3 bus. days and I received no contact
  12.16.24- claim adjuster was replaced and my claim was settled. Prior to signing I yet again said I wanted a refund and was told I had to go to SS for that directly. I also confirmed with adjustor, prior to settling, that the settlement did not preclude me from getting the refund
  1.2.25- I tried to reply to the CS email response from 11.24.24 again asking for a refund. The email was returned as undeliverable
  1.6.25- I called SS’s CS line *********7 and spoke to SS Rep *****. I told her above info and refund request. ***** reached out to local SS manager, but she was out of office. ***** left “Detailed voice message” and asked manager to call me. I asked for manager’s name and contact info: Emily Norman, ***** didn’t have # for her she could share
  Now- I want refund of 543.60

  

  Business Response

  Date: 01/31/2025

  To Whom It May Concern,
  Thank you for bringing this consumer complaint to our attention. We have
  reached out to the customer and believe the matter has been resolved to their
  satisfaction.
  If you require any further assistance, please do not hesitate to contact us.
  We appreciate your time and attention to this matter.
  
  Sincerely,
  
  **** ******
  ******** ********* *******
  ***** ****** ******* *******
  ***** ****** ***** ********
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####
  

  Customer Answer

  Date: 02/03/2025

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

• Initial Complaint

  Date:01/15/2025

  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.

  My husband and i were purchasing a home at *** ********** *** ******* ** *****. A week before we moved in, we had STANLEY STEEMER out to clean, deodorize, and protect the carpets in 4 rooms and a hallway. They came out on 12/4/2024 and I paid $565.22 for the service. The home was completely empty as nobody was living there at the time. When the crew left they didn’t make sure the storm door was closed and the wind took it and it slammed into my exterior light and it broke. I went to the house the very next morning and found it like that. There were no other people at the home besides them. I called and talked to 3 different people, and provided the pictures I took, the last one being the manager. He told me I can’t prove they did it and he refused to help me, even after I sent pictures of the door. Eventually he told me he had a meeting to attend and he would call me back. He never did. He refused to put a written complaint in for me about this and told me he was the highest personnel that I could talk to and pretty much that he wasn’t willing to do anything for me.

  

  Business Response

  Date: 01/20/2025

  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 Answer

  Date: 01/22/2025

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

• Initial Complaint

  Date:12/17/2024

  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
  Hampton Virginia
  
  Subject: Request for Full Refund Due to Poor Service and Inconvenience
  
  
  I am writing to express my dissatisfaction with the overall service experience I recently received and to formally request a full refund. While the final technician successfully resolved the issues with my sofa, the process to get to this resolution was frustrating, time-consuming, and unacceptable for a company of your reputation.
  
  After the initial cleaning on 12/10, my sofa was left in worse condition than before, with visible streaks across the seating area, backrest, and rear. When I raised this concern, the technician claimed it was due to the sofa being wet and that it would improve after drying. However, once the sofa dried, the streaks remained.
  
  I immediately contacted your office, and a second technician was dispatched. He informed me that the first technician had cleaned the sofa incorrectly by failing to use the proper cleaning agent to prevent browning. Additionally, he lacked the necessary tools to resolve the issue. Despite being promised a follow-up appointment between 12:00 PM and 1:00 PM the following day, this commitment was not honored, and I was instead scheduled for a 12:00 PM to 6:00 PM window, requiring me to wait yet again.
  
  While I appreciate that the final technician was able to remove the streaks and restore the sofa to an acceptable condition, the inconvenience, poor communication, and repeated delays caused unnecessary stress and wasted my valuable time. This experience does not align with the level of professionalism I expected from Stanley Steemer.
  
  Given the circumstances, I am requesting a full refund for the service due to:
  1. The initial poor service that left my sofa in worse condition.
  2. The inconvenience of waiting multiple times for technicians to rectify the issue.
  3. The failure to honor scheduling commitments.
  
  I trust you will consider this matter seriously and provide a prompt resolution.

  Customer Answer

  Date: 01/29/2025

  I am rejecting this response because: 
  
  
  The business did call me and leave a message, but I have called them back and it has been an extended period Have not returned my phone call.
  
  Regards,
  
  
  
  ****** *********

  Customer Answer

  Date: 01/29/2025

  I am rejecting this response because: 
  
  
  The business did call me and leave a message, but I have called them back and it has been an extended period Have not returned my phone call.
  
  Regards,
  
  
  
  ****** *********

  

  Business Response

  Date: 01/31/2025

  To Whom It May Concern:
  
  We acknowledge the customer's rejection and have proactively reached out to
  them again to discuss the matter. However, when attempting to contact the
  customer on January 31, 2025, we encountered a full voicemail inbox and were
  unable to leave a message.
  We remain committed to resolving this issue and will continue our efforts to
  connect with the customer to address their concerns and work toward a mutually
  satisfactory resolution.
  Thank you once again for bringing this to our attention. Please don't
  hesitate to reach out if you require any further information.
  
  Sincerely,
  
  **** ******
  ******** ********* *******
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

  

  Business Response

  Date: 01/31/2025

  To Whom It May Concern:
  
  We acknowledge the customer's rejection and have proactively reached out to
  them again to discuss the matter. However, when attempting to contact the
  customer on January 31, 2025, we encountered a full voicemail inbox and were
  unable to leave a message.
  We remain committed to resolving this issue and will continue our efforts to
  connect with the customer to address their concerns and work toward a mutually
  satisfactory resolution.
  Thank you once again for bringing this to our attention. Please don't
  hesitate to reach out if you require any further information.
  
  Sincerely,
  
  **** ******
  ******** ********* *******
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

• Initial Complaint

  Date:12/11/2024

  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.

  Company serviced our property and took payment for quoted fee of $459.46. Then a branch manager called 2-3 weeks later and said there was a balance for approx $150 more than the paid invoice followed by a text message on Dec 11 saying there is a balance for which I replied and get a call from a different manager also saying we owe more than our paid and quoted invoice. Beyond that they are reporting to me that they were told I argued with the service tech over a broken scale and what it was worth which is a complete lie.

  

  Business Response

  Date: 12/17/2024

  Dear ****** ******, 

  Thank you for your feedback. After reviewing your account and the details of the situation, we have decided to write off the remaining balance on your account. As a result, you do not owe anything further.
  

  We value your business and are committed to providing quality service. Please be assured that there will be no additional charges related to the Invoice dated 11/07/2024 moving forward.
  

  Thank you for your understanding.
  

   

  Sincerely,

   

  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | *************************************
  P ************

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/10/2024

  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.

  Transaction date 12/3. Was quoted $750 for floor cleaning based on the size of my home provided on the phone. Sealing of grout was quoted as an additional $550. When the service technicians arrived they said the floor cleaning would not work because there was drywall dust on the floors and in order to clean they would have to acid wash the floors and the cost was $2120. The technician said the water jet did not clean drywall and the regular cleaning would not work. I was moving in on the day of service after Hurricane ****** flooded my house and needed the floors professionally cleaned as there was sewage/flooding. At no time during my conversation with the presales person was I informed that pricing was dependent upon anything but size of rooms, except that marble flooring would have to be reviewed an quoted on site. I provided exact measurements of every room and was provided the quote. I spoke with a national representative after filing a complaint with Stanley Steemer first and her response was that they didn't force me to accept the job when they arrived and i should have declined. She had no issue with the fact that their price was triple what was quoted via phone, or the fact that they did not disclose anything related to possible increases. She said "the increase was base on the evaluation of scope of work when the technician arrived." 1 - I do not believe Stanley Steemer ever had any intention of honoring the pricing provided on the phone.2 - I do not believe Stanley Steemer had to do anything different for the $2120 than they did for the $750.3 - If any of the price increase was truly based on scope, which I do not believe, they should have disclosed on the phone before I made a decision to schedule. Ultimately, the cleaners were in my house for 4 hours at a charge of approximately $550 per hour for professional cleaning. I had no choice but to accept the ****** charge as I was moving in the same day as soon as the work was complete.

  

  Business Response

  Date: 12/26/2024

  **** ******
  Fri, Dec 20, 5:24 PM (6 days ago)
  to me
  
  Hi *****,
  
   
  
  I hope that you have had a great week!
  
   
  
  For complaint ID ******** could I please have a little bit more time on this one?
  
   
  
  This job was affected by the Hurricanes that came through earlier in the year . So some more involved services were required to properly take care of this customer's flooring, and I am awaiting to get some additional information from the local office to determine if the appropriate pricing was used. So far it does look like they explained all of this and the pricing to the customer and that he approved it before they began the work but I'm just double checking to make sure before I give a response on this.
  
   
  
  Thank you so much and if I don't talk to you before I hope that you and your family have a Merry Christmas.
  
   
  
  Best regards,
  
   
  
   
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  
   
  

  

  Business Response

  Date: 01/08/2025

  
  
  Dear ***** ********,

  
  Thank you for reaching out to us regarding your recent experience with our cleaning services. We appreciate your feedback and the opportunity to address your concerns.
  After reviewing your complaint, we would like to clarify that the charges for the services provided were accurate and in line with the services rendered. Prior to the cleaning, the price was thoroughly explained and approved by you. Our team strives to ensure transparency and clarity in all our communications, and we believe that this was adhered to in your case.
  We understand that unexpected charges can be frustrating, and we apologize for any inconvenience this may have caused. If you have any further questions or require additional clarification, please do not hesitate to contact us. We are committed to providing excellent customer ********************** and ensuring your satisfaction.
  Thank you for your understanding and cooperation.
  

  Sincerely,
  

  **** ******
  Customer Relations Manager

  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ****************************************************
  P ************

   

• Initial Complaint

  Date:12/06/2024

  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 05/16/2024 Stanley Steemer came out to clean my air ducts. After they left my AC came on and there was a very loud noise coming from the blower motor. I called Stanley Steemer and they sent out a technician who didnt know anything about HVAC so he told me to call the **** company they use. They couldnt get here for two weeks so I called my HVAC guy. The blower wheel needed replaced. I have called Stanley Steemer multiple times and they tell me its not their fault. It worked when they got here and didnt work when they left. How can they say its not their fault!! I also called to talk to the president of the company and he never returned my call. They refuse to reimburse me for the cost to replace the blower wheel, which was $450.

  

  Business Response

  Date: 12/12/2024

  
  Dear ***** *******,
  Thank you for bringing your concerns to our attention. At Stanley Steemer, we take all customer feedback seriously and strive to provide the best possible service. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
  Our air duct cleaning process strictly adheres to industry best practices and standards. When servicing air ducts, we follow NADCA standards to clean and remove debris from the duct system. We do not remove or alter the components associated with the air handling unit. Rather, we utilize several different methods to clean the components in place, if accessible.   This ensures that our cleaning process remains non-invasive and minimizes the risk of impacting HVAC system components.
  In this instance, while we understand your frustration with the timing of the blower motor issue, it is important to note that blower motor and wheel failures are typically the result of long-term wear and tear, accumulation of dust or debris, or other age-related factors. According to HVAC industry guidelines, blower motors and their components are considered mechanical devices subject to degradation over time. Common causes of failure include:
  Extended Service Life: ************* typically have a lifespan of 1015 years, depending on use and maintenance. Issues are more likely to arise as the system ages.
  Accumulated Dust or Debris: Dust or debris buildup over time can cause imbalance or strain on the blower wheel, leading to noise or failure.
  General Wear and Tear: Bearings, belts, or other internal components may wear down after years of operation, resulting in motor issues.
  We sent a technician to assess the situation promptly after you reported the noise. However, as this issue pertains to your HVAC system's mechanical components and not the air duct cleaning process, we stand by our assessment that the failure was unrelated to our service.
  We regret that you experienced a breakdown in your HVAC system shortly after our visit but based on the nature of our service and the condition of the blower motor, we cannot assume responsibility for this repair. We encourage you to work with your trusted HVAC professional to ensure your system is properly maintained to prevent future issues.
  If you have further questions or concerns, please do not hesitate to contact us directly at **************. We are happy to discuss this matter further.
  Sincerely,
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ***************
  P ************
  

  Customer Answer

  Date: 12/24/2024

  Our home was only one and a half years old when you cleaned our ducts so wear and tear and accumulation of dust is a poor excuse. If your technicians dont get into the area that houses the blower wheel/blower motor as you say, then they bumped the outside of the unit with either their body or the hose. 

• Initial Complaint

  Date:12/04/2024

  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 am reaching out about my first experience getting a rug cleaned by this company. When I booked the appointment, I asked if they can take the rug outside in their car and clean it, but when the individual came to clean, he initially told us he cant take it out, and that the carpet can't get cleaned. But then after going back and forth, he decided to clean it, but rather than taking it out, he did it indoors. Water was all over the hardwood floor we have, and we are hoping that it does not cause any damage in the near future. Overall, this was my first time using your company and it was a horrible experience. I would like to get this refunded given that the service was subpar.

  

  Business Response

  Date: 12/20/2024

  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. A member of the local management team  has 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 | 5800 **************** ****************
  P ************
  

• Initial Complaint

  Date:11/29/2024

  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.

  I went online and made an order with Stanley Steemer to clean carpets in 3 rooms and staircase and tile in two areas. They called me when they got there and said there is a small area upstairs that is not on the order. I said if you can keep it under $300 do it. They said they need a credit card beforehand since I am not there. I was out exercising so called my wife to call them with a card. My wife called with the card and then they proceeded to ask her what she wanted done despite having no idea what was going on. They changed the order completely to just cleaning the carpet and spraying for pets despite there not being any. They did not do the tile. I was ****** because now my tenant is upset they didn't clean the tile. I call them to say they need to come do the job I paid for. They said it would be another $90 for them to come out and clean the tile. I went back and forth with them on this saying how upset I was that someone else can change an order despite the account holder, the one they are asking to pay. This should be in their chat history of my account. We finally agreed, or should I say, I got tired and said it is not worth my time, I will pay the extra $90 but that is it. A few hours later I get a charge for around $675. 3 times the amount I initially agreed to do the job not including the $280 payment or so I already paid them. So this $280 job has now gone to $1000. I quickly call up and say what the h*** happened and they claim the tenant there said they could clean a bunch of other stuff. I am not even sure I could have made $1000 order if I tried as this is a small 3 bedroom townhome. I am not paying for something I didn't authorize. Especially after making a big deal about that in the first place. This person who went out there obviously is into making more money at any cost. I am willing to pay the extra $90 I agreed to but no more. I want a refund of $584.14

  

  Business Response

  Date: 12/05/2024

  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 | 5800 **************** ****************
  P ************
  

• Initial Complaint

  Date:11/18/2024

  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 hired Stanley Steemer to clean our dryer vents. They performed this service on Monday 11/11/24. The moment they left, we started our dryer, and the same alert that we had previously been receiving came on, that it was still 90% clogged. After further phone calls and conversation with others who work in this industry, we had the roofing company, who did some repairs on our roof about 6 months ago, come out to ensure they hadn't sealed over the vents. They came on 11/13, and the dryer vents were open, but the gentleman from the roofing company pulled out a large amount of lint from the vent. You can see this in the photo attached (this photo was taken by the roofing company). Clearly the job by Stanley Steemer was inadequate. I thus called to get a refund, and although they offered to come back out and try again, I did not see the utility in this, as they told me they do not get on roofs, and their equipment and methods of cleaning were clearly not effective. They only offered me a 50% refund, which I took, but I feel is very unfair and unethical. I then hired another company (MN Dryer Vent Guys) to come out and clean the vents again. They cleaned it from both inside and from on top of the roof. They too, stated that there was a fair amount of lint in there yet. If Stanley Steemer is not able to adequately clean a dryer vent that vents through the roof, they should not accept the job. If a home does not have a dryer as advanced as ours, they may assume their dryer vent is unobstructed and continue to use their dryer, which poses a fire hazard, as well as possible carbon monoxide hazard. I am seeking my full, 100% refund.

  

  Business Response

  Date: 12/17/2024

  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 | ******************************************************
  P ************

  Customer Answer

  Date: 12/27/2024

  I have called **** twice and left voice messages requesting a call back. Im requesting a full refund and have not yet heard whether that will be granted. 

  

  Business Response

  Date: 01/08/2025

  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 | 5800 **************** ****************
  P ************