Business Profile

Carpet and Rug Cleaners

Stanley Steemer International, Inc. & Corporately Owned Branch Locations

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

Customer Complaints Summary

176 total complaints in the last 3 years.
52 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/17/2024
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.
On 9/7/2024, I had Stanley Steemer come and preform 2 services. Dryer Vent Cleaning and have ONLY my Sectional Deodorized; Cleaned; and Protected. When they were cleaning the dryer vent from the outside vent, they left debris all over my back deck and never cleaned it up. I have enclosed pictures to show you. The tech came for my sectional and without telling me decided to clean, protect and deodorize my chair and ottoman also. When the tech left, there was still dog fur on the sectional. I called Stanley Steemer on Monday 9/9 to file a complaint. I called back numerous times without any resolution. Finally I received a call from Dom, the Operations manager in the ******************* Office who gave me his personal cell number ************ to text him pictures of the damage and debris on the deck. He told me that he would credit me the ottoman and chair on my credit card on Tuesday 9/10. I checked my credit card yesterday, and there was no credit. I also told him about the rip and he said that he would talk to his technician. His tech is claiming he didn't do it and that it was already there which is impossible since this tear accrued on the seam right in the front of the cushion and can be clearly seen. I also told Dom, about the dog fur still being on the couch and he said that it typically takes 2 or 3 times of them coming before it all goes away. I wasn't told that when I was scheduling them to have my sectional cleaned. If I had know that, I wouldn't have hired them. I have sent a few texts to Dom, showing him pictures and he hasn't been responsive. I just want my $641.61 back since they ripped my couch (which now I have to get someone to try to fix); did items that weren't asked and charged me for them; and still have dog hair on it because they never told me the full truth when I was talking to them on the phone to set up the appointment.
Business Response
Date: 10/25/2024
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. It is our understanding that the customer and the local Manager had agreed upon a resolution to this matter and that resolution was followed through on by the local Manager. We have checked with our accounting department and a refund in the agreed upon amount was processed back to the credit card that was used at the time of service.
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:09/11/2024
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.
I got a quote from Stanley Steemer of $151 for cleaning a bathroom. When **** showed up on the 7th he said this is a much bigger job and he has to charge me $631.05. I asked him whether the grout is going to look as new (all the stain gone). He said yes and cleaned the tile and grout and the grout still had all the stain. I asked him why and he said "just wait 24 hours and it will all be gone". I called the company for a partial refund and they said someone has to come and look at it. Erick showed up today and he said "even if clean it today the stain will stay". I asked to talk to his manager but he refused to talk to me although he was talking to Erick. I'm filing this because I'm want 50% refund of what I paid.
Business Response
Date: 09/23/2024
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 are scheduled to re-clean the areas of concern on 10/02/2024.

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: 09/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
I was told by their second cleaner named Erick who stopped by after the first cleaner left that it is not possible to get the original grout color back. The first person lied to me to get a high price. I will only accept this if the company says that they will bring the original color back like I was promised.

Regards,

********** ***
Customer Answer
Date: 10/14/2024
I did not get any refund from the business although the work they did was way inferior than what they promised when they started the work. It's called extortion.
Initial Complaint
Date:09/10/2024
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.
08/12/24 Stanley Steemer was hired to clean ducts in my home. While in my home they created damage. Knocked down blind coverings, left scuff marks on my walls from leaning a ladder against my wall. Bent two vents and stepped on my dryer under a vent and dented the top. I was promised they provide before and after pictures. Pictures or invoice was not received until after I called in and spoke with Kim, who was rude and defensive. She would not provide a managers name and was nasty. She did send an invoice with one before picture. They sent out a supervisor to review the damage and take after pictures that were not taken at initial time of the job. The supervisor tried to bend the vents back in place and wipe the handprint and scuffs off my wall. Did not help. He then showed me pictures of my ducts and said the work was not completed as he found the main duct had not been cleaned. I requested the pictures to be sent to me. I was sent after pictures by customer care, but I cannot access them without a Steemer email address. I later found the dent on my dryer and forwarded pictures. I have requested 100% refund ($495.00) and communicated they are not welcome back in my home since they damaged my home and didn't complete the job they were hired to do the first time. I have made numerous calls and sent many emails with no resolution. I have requested 100% refund of $495.00 as the work was not performed as promised and I asked for both vents to be replaced and a specialist be hired to remove the dent from my dryer. They are now avoiding all calls and emails.
Business Response
Date: 09/23/2024
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 * **** ********** *** * ******* ** *****
* ************
Initial Complaint
Date:09/08/2024
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.
July 31, 2023, Stanley Steemer, in *****************, cleaned my pristine, well-maintained, older carpets and sprayed a protectant on them causing the older carpet fibers to become brittle and snap off when manipulated with a vacuum. This protectant chemical was either applied too heavily, improperly mixed, or was an expired chemical, as speculated by **** Shalitz, Vice President of Research and Development for the ************************, that makes the protectant that Stanley Steemer uses. This carpet fiber loss was correlated in December when what was happening and where the fiber loss was coming from was realized. Stanley Steemer was notified and investigated in January. They pulled the protectant out on May 6, 2024. The fiber loss eventually lessened, but not right away. Stanley Steemer hired and paid for a third-party carpet inspector whose report was incomplete and inaccurate and contained a disclaimer so, I made a rebuttal. Stanley Steemer submitted this incident to their insurance company, through their third-party adjuster, ******, who denied liability. ****** *****, President of Stanley Steemer, was contacted seeking a resolution. I requested a reasonable monetary value as a settlement. I have not heard back. In checking the Better Business Bureau website it shows a lot of complaints. I now see why. Stanley Steemer uses third-party Claims adjusters, who pride themself in saving a company they represent, lots of money when bringing resolve to the table, and they hire and pay for third-party inspectors, as in this case, who use a disclaimer to justify inaccuracy and incompleteness, thus stacking the deck against you. A consumer doesn't stand a chance at a reasonable resolution without taking it to the courts. I will never recommend or use them again, for they denied any responsibility for their negligence regarding how the application of the protectant was applied. Can the Better Business Bureau resolve this matter, or is my next step small claims court?
Business Response
Date: 09/26/2024
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 ************ ************************
Customer Answer
Date: 09/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22257634

I am rejecting this response because: See All Attachments

Regards,

***** *****
Customer Answer
Date: 09/27/2024
Stanley Steemer is well aware of this complaint and has been since the cleaning service was preformed.
Their standard response is all set to go with repetitive words triggered by a button they press, taking a few nano seconds to accomplish.
**** ******, who seems to be the one always responding to a customer's complaint, doesn't seem to be able to individualize a response. If you read the companies responses on many of the complaints already listed on the BBB site you will see the same tired redundant reply from the same guy over and over again, which just proves my point, the company does not care about you or you property.
I feel this company's deny, delay, and don't pay strategy, when ever a service, they preformed, causes damages to a customers property, it is their usual and customary protocol.
If I had only checked the Better Business Bureau before doing business with Stanley Steemer, I could have seen all the tons of complaints listed and not used them.
How sad it is that a company can cause damages to a customer's property and then just move on to the next sucker customer, because that is what I now feel like, a sucker.
I believe the only way to get resolve when damages are sustained by a company that most certainly doesn't care about their mishaps causing property damages to a customer's belongings, is to pursue the legal court system to obtain justice.
Please do post my comments and my complaint to warn others, for I learned the hard way. I will never use them or recommend them ever again.
f there was a negative star rating, I would give them, a NEGATIVE 10
Initial Complaint
Date:09/05/2024
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.
9/5/2024 paid $258.00 to clean 5 rooms and 2 hallways. This is day 2 of this unacceptable work. After the first cleaning I called and told them there are stripes on my carpet. Day 2 they said oh well send someone out to take care of rhat. S S employee. Told us he has faulty equip and told 2 different managers. They refused to give him the proper equipment to come back to complete the job correctly. I just spoke with a supervisor ***** who told me that I WOULD have to CALL in the morning and speak with a manager to see if they can come out in a day or two to fix the problem I told her that was unacceptable due to family coming into town this weekend and that was my whole reason for getting the carpets clean and have time to dry before they got here. She was very rude and told me that she understands all that but I'd have to call in the morning @ 830 and speak to **** or **** at that location. I am so upset and will never use or recommend this company of this is not rectified in a timely manner. I expect a call back ASAP ************ ******* *******
Business Response
Date: 09/20/2024
To Whom It May Concern:

Please be advised we are in receipt of the above-referenced consumer complaint. We have searched our systems for this customer's account and found only one ********************** from ****************************** this complaint. We found no recent cleanings for this address.

Is it possible that this complaint was filed to the wrong company or could the cleaning have taken place at a different address.

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 | ******************************************************
P ************ ************************
Initial Complaint
Date:08/26/2024
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 come out to our home and clean some furniture for us. When they left and were completed with their service our furniture was dirtier and less clean than before they got there. We mentioned this issue to their branch manager and he requested he come out and take a look. He came out after 3 days from when this happened to look at the job his employees did and said that his techs rushed the job and didnt do a good job and thats why we still had dirty furniture. He requested we allow them to send another tech to try and clean the furniture again. A week later the other tech comes out and before he starts cleaning hes trying to upsell us on items we never even requested. We just wanted our furniture cleaned. When we turned his upselling offers down because we have already paid them $575 to have this service completed which is still not done. He then decides he isnt going to do it and removed all of his equipment out of our house angrily and says we can hire someone else to do it and he isnt going to do it. So now we have damaged walls from him pulling his hoses through our stairwell forcefully without care and my wife feeling threatened by the employee at this time was in tears. So now we tell Stanley steemer customer ********************** division that we want a full refund because we have to hire someone else to come out and do the job they were originally hired to do but never did. They refused to offer us anything for compensation for our loss of time, wages, damaged property and no service was completed but we are still out of pocket $575. How is it acceptable to keep a customers money after not completing a ********************** they were hired to do. We will do whatever is necessary to get our money back for this unbelievable experience with Stanley steemer.
Business Response
Date: 08/27/2024
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:08/12/2024
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.
On August 1, I called Stanley Steemer to make an appointment to have rugs cleaned. During that phone call, I also mentioned that I wanted an estimate to have the air ducts cleaned.
On August 2, 2 employees from Stanley Steemer came to my house: one for the rugs ($311.85), the other one for the estimate. I accepted the estimate of $480 and scheduled the appointment for August 10.
I bought a new vacuum cleaner after August 2. I was really pleased on August 10 in the morning when I vacuumed the rugs because the canister stayed clean. Clearly, the $311.85 I paid was money well spent.
Around 4 p.m. on August 10, 2 Stanley Steemer employees came to clean the air ducts. Immediately, when I saw how dirty the huge hoses they brought into the house were, I grew concerned about the rugs. They told me it would be O.K. There was clearly dust incrusted in the ridges of the hoses, but after they reassured me, I figured the dirt was actually inside the hoses.
At the end of the visit, one employee told me he agreed it would have been better to wait to have the rugs cleaned and he said he would mention it up the chain so that clients be advised accordingly. Indeed! When I vacuumed the rugs again after they left, I collected a lot of dust in the canister – I even had to wash it! Upstairs, my dining room table was gray with dust. The slats on the Venetian blinds were dirty too, as were the kitchen counters.
Let me be clear: I am not complaining about the dust that was created. It is probably part of the job. Had I made the appointment online for my rugs, I would have only myself to blame for being distraught after my pet’s death, whom I had to put to sleep on July 29. But I made the appointment on the phone – and the Stanley Steemer rep should have known better and advised me accordingly.
Business Response
Date: 09/23/2024
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 Answer
Date: 10/16/2024
I am satisfied with the response from Stanley Steemer. I received a $150 credit on my credit card along with a $100 gift certificate. While I do not plan on using it, it was a nice gesture. You can close this complaint.
Thank you for acting as a link between the company and me.
Initial Complaint
Date:07/24/2024
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 INT'L *********************************** STANLEY STEEMER 4 ************************************ ***** ************ On Jan. 25, 2024 Stanley Steemer was hired to deep clean engineered hardwood, hardwood and tiles. Upon arrival, the technican, ***** inspected the hardwoods and started to sell me their Maintenance product that would last five/six years. I explained that I had had a light buffing and a clear ZEP seal done 5 or 6 years ago AND that it was peeling in some place. HE ASSURED ME THAT THE MAINTENANCE PRODUCT WOULD "FIX IT." PREDATORY SALES PRACTICES AND VERY DISHONEST to DENY me telling them about the peeling.DAMAGE TO PROPERTY - .After they left, I soon discovered multiple spots or "fisheyes" in the master bedroom and front entry. Upon closer look there were multiple uneven application marks throughout our entire ranch townhome. And the engineered hardwood lifetime guarantee was VOIDED with their MAINTENANCE APPLICATION.Manager, Andre ************* came. I told him about the light buffing and the product. I even texted him ****** number to find out the exact name.***** then said ***** and ******** had performed "sloppy" work and that ***** would come back to remove the maintenance product. Upfront they acknowledged their poor work. He also asked if I had had a consultation beforehand or was given anything in writing. Both answers were no, which he alluded to a "training" issue. He also stated that the recent "cold snap" may have affected the product which was stored in the truck overnight.On the fifth visit, the expert, *** removed some finish down to near bare wood. Visit six *********** proceeded to completely destroy the bedroom floors by going around 4 times with their WIRE? brush machine. I spoke to ************** ************ and ********************* ************ who assured me two occasions that they would refund the entire cost of $3,139.50. And the insurance claim disputes their expert regarding the markings.
Business Response
Date: 08/05/2024
8.5.2024, VM from ********************* requesting additional time to respond to complaint.
Business Response
Date: 08/08/2024
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 their insurance claim must be directed to the adjuster assigned to the claim.
If they are having difficulty reaching the adjuster assigned to their 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;

*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 **************** ****************
P ************
Customer Answer
Date: 08/19/2024
This has not been resolved to my satisfaction. The problem is that the insurance adjuster report clearly shows damage throughout the house caused by the technicians doing inferior work.
And their refusal to accept responsibility and blame the homeowner. They are being completely dishonest about this.
Customer Answer
Date: 08/19/2024
The luxury ranch townhome has continuous hardwood floors throughout, except for the utility room and bathrooms. The technician is not telling the truth about me. I absolutely told them beforehand about issues with the peeling and showed them exactly where it was happening. They never mentioned that it was possible that the floors would have to be refinished it their maintenance didnt work.
Who in their right mind would do that to their own home? This is absolutely unacceptable that they applied this product first and foremost. But then to blame it on the victim goes beyond the pale.
Customer Answer
Date: 08/19/2024
The luxury ranch townhome has continuous hardwood floors throughout, except for the utility room and bathrooms. The technician is not telling the truth about me. I absolutely told them beforehand about issues with the peeling and showed them exactly where it was happening. They never mentioned that it was possible that the floors would have to be refinished it their maintenance didnt work.
Who in their right mind would do that to their own home? This is absolutely unacceptable that they applied this product first and foremost. But then to blame it on the victim goes beyond the pale.
Customer Answer
Date: 08/19/2024
The luxury ranch townhome has continuous hardwood floors throughout, except for the utility room and bathrooms. The technician is not telling the truth about me. I absolutely told them beforehand about issues with the peeling and showed them exactly where it was happening. They never mentioned that it was possible that the floors would have to be refinished it their maintenance didnt work.
Who in their right mind would do that to their own home? This is absolutely unacceptable that they applied this product first and foremost. But then to blame it on the victim goes beyond the pale.
Customer Answer
Date: 08/21/2024
---------- Forwarded message ---------
From: **** *************************** ******** <********************>
Date: Tue, Aug 20, 2024 at 11:47 PM
Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
To: Better Business Bureau <********************************************************>

I left a voicemail with Stanley Steamer OH and added additional information and photos.
Initial Complaint
Date:07/21/2024
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.
We got cleaning done on December 23rd, 2023. I had two large area rugs, two small rugs, and my stairs landing cleaned. One of the large area rugs in the living room was not clean after the initial wash, and the service person said he would give it a second go round and add deodorizer while cleaning. Afterwards, he told me not to place my furniture on the rugs for a day or two, until dried so that the feet of the furniture would not leave an indent on my rug, which I adhered to.In June 2024, we wanted to get another cleaning done, and when we lifted our rug, we noticed a rust-colored stain on our wood floor that was only directly under the rug that had received additional cleaning. I called to complain about the issue and a rep was sent to my home to assess the issue. The rep, named *******, was understanding when he saw the damage and assured us that the issue would be taken care of, and I would get a follow up call. Approximately 45 minutes after he left my home, he called to say that after discussing issue with his managers, and after research, it was determined that the stain on the wood floor was caused by glue from the rugs, and Stanley Steemer would not be responsible for the damage. We contacted the manufacturer of the rug Nourison, and they stated that there was no glue in the rug and sent an email stating so. In addition, similar rug in the dinning area was made by the same manufacturer and was cleaned once and had no stain. I was surprised to learn that our report was closed without resolution or even the courtesy to let us know that it was closed. We reached out to Stanley Steemer numerous times but got no response. I am extremely disappointed with the service I have received thus far in trying to address this issue. The damage caused by Stanley Steemer to my wood flooring is approximately $23,575.00. I am left with no other option but to pursue a legal path towards resolving this issue. Thank you.
Business Response
Date: 08/02/2024
To Whom it may concern:

Please be advised we are in receipt of the above-referenced consumer complaint. After considering this matter it has been turned over to our insurance carrier. Once an adjuster is assigned, he or she will contact the customer directly to discuss their claim, if they have not been in contact already.

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:07/15/2024
Type:Sales and Advertising 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 am 9 months pregnant with my first **** and requested an air duct cleaning. Upon completion of the air duct cleaning the technician came up to my husband and said they had touched the wall in the newly built nursery with oily hands and tried to clean it but had made a bigger mess. Once they left i noticed that they had touched more parts of the house with the oily hands including my white couch, every corner of my house was damaged with red marks from the tubes they had used and there was an oil stain on my drive way from their truck. on top of all this damage they sent over the pictures of the duct cleaning and the before and after looked no different, mind you this is a service I paid 800$ for. After talking to the manager ***** he informed me that all he could do is give me a 300$ gift card and come reclean the air ducts, which is not suitable because first because I am about to give birth and second I do not want these people in my house destroying more things, so I asked for a full refund of the service. ***** said I would have to talk to someone above. This is where I spoke to the rudest person I have ever encounter in costumer service, her name is ******* . She was instantly rude not hearing what I had to say, mind you was not sympathetic she was talking to a pregnant woman that is giving birth in a week. She kept saying I denied the service for them to come back and reclean the vent.. which yea Im gonna deny the service when last time they came and destroyed my house and she would not give us a refund. They did sent ***** who was the manger out to come clean the wall stains with some spray walls still look stained and need a coat of painting which he agreed about and also agreed that the service was not done correctly and the walls definitely needed painting. 2 days after ***** left ******* called and continued to tell me there is nothing she can do bc I denied their re-service for the ducts and she can give me 150$ gift card to clean the couches
Business Response
Date: 08/05/2024
8.5.2024, VM from ********************* requesting additional time to respond to complaint.
Business Response
Date: 08/08/2024
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 ************
Customer Answer
Date: 08/19/2024
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:
************** ********************** 21993624 Stanley Steemer International, Inc. Aug 19, 2024 12:12 PM

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