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:11/14/2024

  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 vent cleaners came out to our home on Wednesday 6th November .After most of the work was done the main personasked me if I had a charger for his credit card machine .No , I replied . Well then you cant use your credit card and will have to pay cash or check .I told him that I didnt have a check and I certainly didnt have that kind of money in house .Do you have Apple Cash he asked .No but I have Zelle .I could only ***** over $1000 of the $1,175 as per Bank .I gave home $175 CASH and tried to Zelle but couldnt as he did t have a bank account .He took all my card details and said office would call me to authorize payment .They never did .We called them and payment had gone through .Vendor DENIED that I gave him $175 cash and said that I was on ***** to tip him ; not true .I have all the Zelle transactions in black and white and sent them to the regional manager .I reached out to manager who said that it was his word against mine !!!!He totally took my cash and LIED !!!!Stanley Steemer should make this dreadful experience right by us !!!They left a mess everywhere and took all the paint off of my front step. DO NOT EVER USE THIS *********** have no idea as to whom is coming into your home They are NOT to be trusted !!!Refunding our money would have been the right thing to do along with a heartfelt apology !This has caused so much angst and distrust !!!Zelle is NOT used by Stanley Steemer .Homeowners be very aware !!!

  

  Business Response

  Date: 12/12/2024

  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. The local management team has contacted the customer and  we believe that they 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:11/11/2024

  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.

  Had them come out to clean carpet. Carpet looked fine. After first cleaning there was all kinds of stains left from them leaving it to wet and not doing enough dry strokes . They came and resolved most of stains, however, the carpet is now completely discolored pink in many areas. I now have to have the carpet replaced. I tried working with them and only asking for half of the investment back I spent $594 on this, and they said it wasnt an option. They arent responsible for anything that happens to the carpet. Citing that there must have been things in the pad. This might be believable if all of the pink discoloration happened after the first attempt at cleaning. This all appeared after they fixed from the second attempt. A conversation on process and things that could have been expected or risks involved would have been helpful. As I would have just replace the carpets from the get go. There are clear before and after photos they took on multiple visits. I also have additional photos. Requesting a refund.

  

  Business Response

  Date: 11/20/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. Local management has contacted the customer directly and they are working towards a mutually agreeable resolution.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ******************************************************
  P ************

• Initial Complaint

  Date:10/31/2024

  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.

  In July of 2024, I called Stanley Steemer's customer ********************** phone number with some questions and comments, ultimately wanting to schedule an appointment to clean the carpet in my small bedroom. I also inquired as to because the carpeted room is so small and moving furniture was not an option, would it be possible to have comparable sized area rugs cleaned as well in lieu of a normal sized room. I mentioned that there is a concrete slab under the carpeting in this old building and asked the employees to be careful as concrete holds moisture. They were in the room way too long and also, they now have made up yet another story stating that they told me that they advise a moisture expert to extract before they clean (which they never told me).When they did come out, the employees seemed to have missed a step in the cleaning process, whereas, and I even mentioned it while they were here, water was seeping out of the room as they left the room (cleaning but extracting excess water was to be done). I did mention the reason they were there was because there was a minor HVAC leak which building Maintenance took care of right away. They also cleaned some small area rugs when I mentioned that customer ********************** told me they would. Now I see that the rugs are discolored as well.Correspondence back and forth with various managers overs months proved unsuccessful, as they argued, blamed me and were overall more than unprofessional. This is not what I thought Stanley Steemer was about. The carpet was soaked for days and mold can develop in less than twenty four hours. Yes, they had a vendor come out and assess but that is not all that is ********* a consumer, I am very dissatisfied and it is my right to be refunded for many reasons. Getting that small area of bedroom carpeting recleaned is not what it needs, as more liquid soaked into that carpet is hard on it. It is only four years old but I am still concerned. This is a deceptive business.

  

  Business Response

  Date: 11/04/2024

  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 claimant.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that 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,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************ ************************

  

  Business Response

  Date: 11/04/2024

  This customer is claiming that the ********************** is sometimes wet in a specific spot and sometimes dry ever since the cleaning no one, including an independent inspector, has witnessed this wet area of carpet. Although he did find signs of a previous water issue which the customer has admitted to being from her hvac. The area she says is sometimes wet when she steps out of bed is right in front on an air conditioning unit. It is possible that what she is feeling is due to the coolness of the air blowing on that area. at any rate it is not physically possible for the cleaning to have created a condition where the carpet is wet sometimes. 

  Customer Answer

  Date: 11/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22496845
  
  I am rejecting this response because: 
  The wet spot on the carpet is not the only reason why I am bringing this complaint.  Overall, the employees did not do much besides damage as the room is very small and furniture could not be moved.  For the price that I paid, this was a consumer being taken advantage of.  This merchant has many excuses and varying stories to not comply with a refund.  This is clear proof of said taking advantage.  I have area rugs that were ruined and I had to throw them out also and replace them.
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/29/2024

  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.

  Service 8/5/2024, paid $442.00. Stanley Steemer came to clean my hardwood Floors. After completion of the floor about 30 floor boards wood was stripped and split. The manager came out August 6th and agreed the wood was split and stated to file a compliant with their Insurance carrier CorVel. On September 12th a inspector came out and did some inspection of the floors in the house. He acknowledged that the split came from the chemical Stanley Steemer used sat to long. The chemical was floor about 30 minutes before the technician removed it. The manager also acknowledged the chemical sat to long on the floor. The insurance company stated we need to get two estimates to have the floor repaired which we sent to the insurance company. It took the insurance company over a month and a half to get back to us. We made over a dozen plus calls and sent emails to supervisors trying to get this resolved. First we were assigned to ******** ******* who was non responsive. When we finally got in contact with her she referred us to ******* **********. It took over 3 weeks for Mr. ********** to get back to us after we emailed him and called supervisors and called multiple times. Important to note, the number listed for ****** is not even to the insurance but a Pharmacy. He stated our claim had to be reviewed by his supervisor. After waiting over a month we received an email from ***************** carrier for Stanley Steemer) that our claim has been denied. Mr. ********** has stated to us the claim was to high and that would be a reason as well for denial. We also asked to see the original report from person who came to our house once it was received with that being denied and tole we had to wait until the denial. We are being treated with disrespect and left with out hardwood floors being damaged from Stanley Steemer cleaning product. We would like to report this company and see if a resolution can be reached. The floor is not crack but split wood not included in report.

  

  Business Response

  Date: 11/04/2024

  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 claimant.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that 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,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************ ************************

• Initial Complaint

  Date:10/21/2024

  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 filing a complaint about poor services provided by Stanley Steemer of ******************************************************************************************, with headquarters at ***************************************. I scheduled a carpet and floor cleaning, which was executed only partially on September 25, 2024, and for which I was charged $585 (Stanley Steemer Order Invoice #********-68). The specifics are: - The cleaning and deodorizing of carpets, cleaning the tiles and grout in the kitchen and master bedroom was done with poor results (see pictures attached), and too late to allow the second part of the project, cleaning the floors. One of the managers (JT) tested the floors in all 4 rooms, hallway&bathroom, and approved the floor cleaning. However, the associate ****** ***** asked to reschedule the floor cleaning, claiming that it was late and was tired. I objected to poor planning, but had to accept it. Work was rescheduled next day 9/26/24, when another crew (***** and ******) came over and started again to test the floors, although I explained that it was done and passed requirements with the other manager. The crew refused to do the cleaning and acted unprofessionally&rude. I asked to talk with the manager, but none was available, and asked dispatcher to note that only written communications will be acceptable from then on.The interaction that followed with Stanley Steemer could be provided as proof that I tried in good faith to reach an agreement with the company, but to no ******** summary:-Carpet and tile/grout cleaning done unsatisfactorily - see pictures: carpet not cleaned evenly, some dark spots remained visible, tiles/grout not cleaned well at border and some middle areas.-House left with the heavy kitchen furniture displaced, not back to the kitchen, and with the dining room.-Stanley Steemer always offers guaranteed satisfaction, a 30-day workmanship guarantee. I am requesting to take advantage of it, after comparing my pictures to theirs.-I am contesting all charges

  

  Business Response

  Date: 12/03/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of this complaint, we feel that we have given this matter all due consideration.
  
  We do not have a money back guarantee, rather we have a customer satisfaction policy and part of that policy is that if we are notified of any cleaning concerns within 10 days of the cleaning, we will come back out to address those cleaning concerns. This may include re-cleaning spots, areas, entire rooms, or the whole job if necessary.
  
  When the local manager reached out, this customer was offered a ************************ at no charge. The customer declined the courtesy ********************** but instead wanted us to clean hardwood floors at no cost as a resolution. This was not an option as the wood floor was found to have a buildup on it that would make our cleaning ineffective. His wood floor would require services that we do not offer.
  
  We would have considered a partial refund since the customer would not allow us back out to address the concerns, but he has since filed a credit card dispute for the whole amount of cleaning. It is our policy not to issue any sort of refund until a credit card dispute is final.
  
  We feel that a reasonable attempt was made to address the customers concerns and therefor do not feel as if a refund is warranted at this time.
  
  Please feel free to contact me with any further questions or concerns.
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ******************************************************
  P ************ ************************

• Initial Complaint

  Date:10/18/2024

  Type:Order 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.

  Provide better customer ********************** by calling and advising customers of the appropriate time of arrival. I waited 5 hours for them to come clean my carpets I understand a window for service but they could at least called a couple hours ago to let me know of their approximate arrival. My time is money too and I lost time.

  

  Business Response

  Date: 11/04/2024

  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 investigated this and show that the customer was scheduled for an arrival window between 8am-1pm. The customer received texts to confirm his appointment and to remind him of his appointment the day before the appointment, these text messages included the date of the appointment and the arrival window. We also sent him a text with the technicians name and picture on the day of service letting him know that he is on the way to his house. We arrived within the arrival window that he was promised. At no time did the customer respond saying that the arrival window was unacceptable until after the service was completed. If we had known that the arrival window was an issue,we would have tried to collaborate with him to see if there was a better option. 
  None the less, I will be sending the customer an apology letter and a gift certificate for his inconvenience as a gesture of customer goodwill and in the interest of customer **********************. 
  

   

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

• Initial Complaint

  Date:10/05/2024

  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.

  -F GRADING FOR STANLEY STEEMER SERVICE. I FILED A COMPLAINT WITH BBB ABOUT STANLEY *************************** IS BBBS RESPOND: Your BBB has tried to present your complaint to Stanley Steemer Carpet Cleaner in an attempt to resolve this matter to your mutual satisfaction. Unfortunately, despite our efforts, we have received no response to your complaint. STANLEY STEEMER CAME TO SHAMPOO MY CARPETS ON 05/24/24. WHEN THEY LEFT THE CARPETS WERE BUCKLING. IMMEIATELY, CALLED STANLEY STEEMER & WAS TOLD TO WAIT A FEW DAYS. TWO DAYS LATER, STILL NO *************** ALSO NOTICED BLACK DIRTY WATER IN THE TOILET WHERE THEY EMPTIED WATER FROM THEIR EQUIPMENTS & CHIPPED TILE FLOOR IN BATHROOM. CALLED ON 05/27/24 TO FOLLOW UP ON MY ORIGINAL COMPLAINT ON 05/24/24 & ADDED THE DAMAGED CHIP TILE. AN APPOINTMENT WAS SET FOR RE-VISIT 05/28/24. STAFF SHOWED UP TO CLEAN THE CARPETS AGAIN. I TOLD THEM TO FIX CARPETS BULKLING & CHIP TILE. ONE OF THE STAFF SAID THAT IS NOT ON THE ORDER, HE CALLED THE OFFICE & SPOKE TO SOMEONE AT STANLEY STEEMER. HE TOOK PICTURES OF DAMAGES & SEND THE PHOTOS TO PERSON ON THE PHONE. AFTER THE CALL HE SAID HE SPOKE TO THE SUPERVISOR *********** *. & HE WILL GET BACK TO **. CALLED ON 05/31/24 & SPOKE TO ***** TO FOLLOW UP, SHE SAID SOMEONE WILL CALL ME. CALLED ON 06/01/24 & SPOKE TO ******* TO FOLLOW UP, HE PUT ME ON HOLD & AFTER A FEW MINUTES SAID HE SPOKE TO A *************** WAS DRIVING BUT WILL CALL ME SOON OR ON MONDAY. ON 06/03/24 *********** S CALLED & CONFIRMED HE HAD RECEIVED THE PICTURES OF DAMAGES & WILL CALL ME IN A FEW HOURS TO SET UP AN APPOINTMENT. NO CALLS WAS RECEIVED TILL 06/18/24 FROM *********** S WHICH ASKED ME TO CALL "******" AT PHONE NO XXX-1546 & MAKE AN APPOINTMENT WITH HIM TO STRETCH THE *************************** WOULD COME AT THE SAME TIME AS ****** TO LOOK AT DAMAGE. IMMEDIATELY, I CALLED ****** & LEFT TWO MESSAGES FOR HIM. ****** NEVER CALLED ME BACK. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE

  

  Business Response

  Date: 11/05/2024

  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 agreed upon a course of action that will bring this matter to a resolution. We are filing an insurance claim with our carrier who will adjust this accordingly from there. 

  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 ************

  Customer Answer

  Date: 11/09/2024

  [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,
  
  ****** *********

  Customer Answer

  Date: 11/09/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB, AFTER A QUICK CHAT, HE SAID SOMEONE WILL CONTACT ME WITHIN 48 HOURS TO ASSESS THE DAMAGE & TO CALL HIM AT XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW, SADLY THERE WAS NO FOLLOW WITH **** ****** EITHER. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer Answer

  Date: 11/09/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB, AFTER A QUICK CHAT, HE SAID SOMEONE WILL CONTACT ME WITHIN 48 HOURS TO ASSESS THE DAMAGE & TO CALL HIM AT XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW, SADLY THERE WAS NO FOLLOW WITH **** ****** EITHER. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer Answer

  Date: 11/09/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB, AFTER A QUICK CHAT, HE SAID SOMEONE WILL CONTACT ME WITHIN 48 HOURS TO ASSESS THE DAMAGE & TO CALL HIM AT XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW, SADLY THERE WAS NO FOLLOW UP WITH **** ****** EITHER.

  AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer Answer

  Date: 11/10/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB. AFTER A QUICK CHAT, HE SAID SOMEONE / INSURANCE ADJUSTER WILL CONTACT ME "WITHIN 48 HOURS" TO ASSESS THE DAMAGE & TO CALL HIM AT PHONE NO XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW. SADLY, AS OF TODAY, **** C HAS NOT CALL ME BACK AND THERE HAS BEEN NO FOLLOW UP EITHER. I AM GETTING THE ROUND AROUND BY STANLEY STEEMER AGAIN. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer Answer

  Date: 11/12/2024

  STANLEY STEEMER HAS NOT BEEN RESOLVED.
  PLEASE REOPEN THE CASE.
  THANKS FOR BBB TO FOLLOW UP TO MY COMPLAIN. HOWEVER, AFTER MONTHS OF WAITING, INSURANCE ADJUSTER FINALLY EMAILED ME ON 11/11/2024 AND ASKED ME FORWARD TO HIM PICTURES OF THE DAMAGES WHICH I DID ON 11/12/2024.
  I HAVE ALSO BEEN ASKED TO PROVIDE A QUOTE. I AM IN THE PROCESS OF DOING SO.
  WHEATHER STANLEY STEEMER /INSURANCE ADJUSTER FOLLOW UP IS STILL QUESTIONABLE. 
  

• Initial Complaint

  Date:10/04/2024

  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.

  BBB staff entered complaint via phone contact on 10/10/2024, 
  On 6/17/2024 business hired to clean air ducts. Business was at my home for 15 minutes. They could not have done work in such a short time. Second tech that came out did do duct cleaning. They charged $472.23 for service. Payment made by credit card.
  
  A ************ told me there is no trunk line to 1 bedroom so the vents could not have been cleaned. When Stanley Steemer was here the second time they damaged a door. I don't think I should have to pay $100.00 for the 2 vents that were not cleaned.  I also want to be paid for the door with installation which is $159.00.
  

  I dispute my bill with my credit card company. Stanley Steemer provided a copy of receipt showing $100.00 was sent to me. Problem is that the receipt shows the check was sent to **** *******, ********************************************************. That address is not my address, I live at ***********************************. I did not receive a check from Stanley Steemer.  I asked Stanley Steemer to show me the cancelled check I supposedly received and they have not produced anything to support I received a $100.00 check from them. 

  
  
  
  
  
  
  

  Customer Answer

  Date: 10/09/2024

  Good afternoon.

  My name is **** *******. I can be reached at ************. The complaint number is ********. Again, **** *******, ************. The complaint number is ********. The time is 2.45 p.m. And today's date is October the 9th. This call is being recorded. I'm trying to get someone to call me back so I can go about seeing how I can send some information and ask about a question because one person told me that I'm at the wrong location. I shouldn't be here at this office. I should be at a Pennsylvania office. If somebody could please call and let me know. I'd appreciate it.

  Thank you and have a good day.

  

  Business Response

  Date: 11/04/2024

  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: 11/13/2024

  ---------- Forwarded message ---------
  From: '**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Wed, Nov 13, 2024 at 3:27 PM
  Subject: Re: You have a new message from the BBB of Central **** in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  
  
  I have not heard back from the company. I contacted my credit card company. I took all paperwork to them.

  Customer Answer

  Date: 11/14/2024

  
  Time: Wednesday, November 13 2024 3:26 PM
  From: CS RequestBRIAN ****** **************
  Duration: 42 seconds
  Voicemail box: 123
  Transcript:
  
  Good afternoon. My name is **** *******. Complaint number ********. Again, **** *******. ********. And I am calling. Hopefully we can get this resolved. I have not heard back from the... Nothing has been done so far. I'm still trying to get this resolved and I don't want my credit affected behind this. Looking forward to a return call from you. Thank you, have a good afternoon.
  Rate this transcript's accuracy 

  

  Business Response

  Date: 12/03/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. I have left the customer 3 messages requesting a return call to discuss their concerns. The last of which was just now 5:30 pm 12/3/2024. 

  Our intention is to refund the amount she is asking for, however, she stated that she did not receive the last check that we mailed so we do need to verify the mailing address. 
  
  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 ************

• Initial Complaint

  Date:09/19/2024

  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 steamer came to clean Air Ducts May 27 2024. Worker 1st said unable to clean due to equipment would not be able to reach vents. He then came back about 20 mins later and said he was able to due it. They spent about 25-40 mins inside and said it was complete. Charged my my card $478. They cleaned 4 out of 27 vents. Left holes uncovered in my furnace which caused my air not to flow correctly, they also uncovered 1 vent in my lower level and left it uncover, and did not do ANY vents in lower level. Air ducts were not cleaned at all. I called multiple times before finally disputing with my bank. I then spoke to a supervisor that said it was understandable and were suppose to come out in June to take pics and look at furnace which they never showed up. Late August received a text asking for pictures. Mid September they again charged my card $478. I called and ask why, Stewart again asked for pictures. I sent over 25 pictures of dirty air ducts and all vents not touched. Stewart then told me that since I didn’t send the pics 2 weeks ago. It’s nothing I can do about it. He was very rude, then gave me a wrong number to his supervisor. I called Stanley Steemer multiple times just for them to keep telling me they will have someone get back with me. I still have not heard anything from anyone, Air duct never were cleaned, and I am out $478. Stewart reason for not being able to get my money back is I took long sending pics, after 3 months of them going back into my account without my permission. I am very unhappy, and Stanley sterner said oh well, it’s nothing they can do about it.

  

  Business Response

  Date: 11/05/2024

  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,
  
  **** ******
  ******** ********* *******
  ***** ****** ******* *******
  ***** ****** ***** ********
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

  Customer Answer

  Date: 11/06/2024

  Stanley Steemer has contacted me and agreed to refund $200 for not cleaning air ducts

• Initial Complaint

  Date:09/17/2024

  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.

  Because my statement and documentation is so lengthy, I have uploaded a word document with a summary of the issue, dates, times of communication, and their responses. I was unable to upload videos and photos here but have provided a link to the public yelp review I left in an attempt to show the branch manager the 8 videos and 4 photos of dirty water that came out of my carpet the same day within hours of the technician who claimed he shampooed my carpet left. Link to the public review shared with video and photo:***************************************************************************************************************************************************************************************(direct)

  Customer Answer

  Date: 09/19/2024

  I received a call today from the corporate COO and this has been resolved. The dispute can be closed. Thank you.