Carpet and Rug Cleaners
Stanley Steemer International, Inc. & Corporately Owned Branch LocationsComplaints
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
- 177 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/15/2024
Type: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 Initial Complaint
Date:07/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had Stanley Steemer come out June 3rd to clean 3 chairs, a sofa and ottoman and the tile in our entry. An excessive amount of water was used during the upholstery cleaning. This water pooled onto our bamboo flooring which has been installed less than a year. The puddles were left on the floor while the tech cleaned the tile and packed up his tools. My husband came into the room horrified at all the water and immediately started drying it, soaking several towels while the tech said he had planned to clean it after loading his truck. As most know, bamboo cannot tolerate prolonged contact with water. Our floors were extensively damaged. We called Stanley Steemer and a manager was sent out the next day to take photos and survey the damage. We were then contacted by ****, Im assuming from a corporate office because the number is not local. She did not seem to be aware that we had already had a manager come to assess the damage and said she would send someone when we returned from our vacation June 12th. The week after we returned another manager was sent out, taking moisture readings and more photos. We then received an email June 24th from **** telling us the claim has been submitted to Corvel, they should be contacting us in a few business days and Stanley Steemer would no longer be the primary contact on this matter. It is now July 10th, 11 business days, and we have yet to hear from ******. We reached out to **** again as we have not been provided a claim number or any means of contact for Corvel, and it was reiterated that Stanley Steemer is no longer the contact for this matter. I have been left with severely damaged floors, which were newly installed and very expensive, and no means to remedy the situation. I am beyond disappointed and frustrated and feel Stanley Steemer has tried to wash their hands of the situation hoping it will go away.Business Response
Date: 07/31/2024
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.
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:06/23/2024
Type: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 came out after my insurance called them for a flooded basement. ***** and one other air duct technician arrived four hours after the call list placed in order to extract the water. Given the amount of water that was in the basement, ***** and informed myself as well as the three other guests in my home at that time that they would be unable to extract the water or go into the basement further given it would be unsafe conditions. He also was on hold with the water mitigation team at liberty mutual for to two hours after arriving around 7 PM. he mentioned that until Liberty Mutual would approve them the work they would not be able to start. After waiting for about four hours, ***** and his technician left the premises without extracting water or leaving dryers. He said that because their services will cost more than the insurance reimbursement, he does not anticipate Being able to complete any work. In the meantime, I had three of my own pumps, Attached to my own extension, cords and hoses, pumping water out. I received an email from Stanley Steemer ***** and his technician left saying that I was charged zero dollars because no water was extracted. The next day I received an email that the Stanley steamer will come pick up the dryers in a couple of days although no dryers were left. A couple of weeks later when getting my reimbursement from Liberty Mutual, I was forwarded fraudulent receipts from Stanley Steemer to the insurance company for services that were not completed. I am now at a loss of around $1800 which I would like refunded So the insurance company can pay me for the water damage rebuild. Jamess phone number is ************. I have camera footage showing nothing was completed.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 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 ************Initial Complaint
Date:06/22/2024
Type: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 was hired on 3/1624 to clean 7 rooms/hallways of carpets in my home. When the technician said he was finished I said the carpets were still very wet. He said it could take up to 24 hours for the carpets to dry and instructed me to run the fans and air conditioning. 24 hours later the carpets were still very wet and we called Stanley Steemer and reached their call center and they were closed and would contact us Monday. After 48 hours we (the homeowners) had to pull back the carpets and use commercial air dryer fans to prevent further damage. On Monday we contacted Stanley Steemer again and they came (72 hours later) and determined the carpets were still excessively wet and the technicians equipment had malfunctioned. Stanley Steemer agreed they would send by end of day Monday dehumidifers and fans to supplement the equipment we acquired. No equipment was delivered on Monday. We called again Tuesday and were told they would send remediation equipment. No equipment showed up. We requested a full refund of our fees and were denied. I called several times to speak with them about a refund. Finally, over a week after the cleaning I received a call offering a 50% partial refund. We are seeking a full refund. We requested our bank refund the charge and were denied.Business Response
Date: 08/06/2024
8.5.2024 KG received 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 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: 08/23/2024
Hello, I would like to keep the case open. Attached are two photos of the restoration. I will request my husband send me additional photo documentation, this process went on for several days while and after our issue with Stanley Steamer went unresolved. Thank you, ***Customer Answer
Date: 08/23/2024
Hello, I would like to keep the case open. Attached are two photos of the restoration. I will request my husband send me additional photo documentation, this process went on for several days while and after our issue with Stanley Steamer went unresolved. Thank you, ***Initial Complaint
Date:06/11/2024
Type: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.
We had our carpet cleaned in our brand new home at *** ******* on Weds June 5, the day before we moved into the home on Thurs June 6. Stanley Steemer has cleaned our carpet in our prior homes, and we never had an issue. However, upon conclusion of cleaning and deodorizing the carpet, there was a foul odor - that was not a wet dog odor that Stanley Steemer keeps saying - but an intense manure + chemical smell. We had to open all the windows and run industrial fans to try to clear the smell before our movers showed up the next time to move us into our home. Unfortunately the smell did not disappear. We called SS and they ended up sending someone out end of day on Thurs June 6, while our movers were there, to assess and they said there was definitely an error on SS part with mixing the deodorizing chemicals, and that they would need to redo the service. They did, and nothing changed thereafter. Even after letting the carpet dry, the smell is there, and has not lessened. We have have not been able to use the basement, had to send guests to a hotel, and we have furniture/boxes that are sitting unpacked ( movers we paid for) because of this. Since Fri June 7, we have tried to get the attention of managers and anyone with authority to take this issue seriously. We had a manager come out who claimed they didnt smell anything, and then chalked it up to wet wool carpet - BUT the carpet is not even wet. And literally every person who has entered the home since Thursday has indicated there is a foul smell. They are clearly trying to avoid dealing with this. We since have had to go to a carpet company to begin a full replacement because its not repairable, as determined by the carpet company. We have 2 kids (3+1 yo), a dog, and are concerned about their health and safety being on the carpet. We have paid for hotels and movers that couldnt be used because of this. We are seeking reimbursement of new carpet so we can live in the state of our home prior to SS.Business Response
Date: 06/13/2024
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 this customer and have resolved this matter with a refund in the amount of $265.00.Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
Sincerely,
Paul C*****
Customer Answer
Date: 06/18/2024
I am rejecting this response because: it is completely unacceptable and only PARTIALLY reimburses us for the carpet services. Let alone, the fact that we now have to replace all the carpet, at our own expense. The carpet is not salvageable.
We paid $540 total to Stanley Steemer. To only be reimbursed $265 is less than half. We used a gift card that Stanley Steemer gave us because of our prior package and the inability to effectively transfer it to our new home. We should be getting the gift card back, even though I never want to use Stanley Steemer again because of their horrific customer service, but we are still owed at least something for money we have already paid to SS and not gotten anything for. This whole thing is the worst customer service I have ever experienced. I would like the full $540 back and expected a company like this to have done SOMETHING incrementally given we are now going to incur a $10K carpet replacement.
The fact that no one from corporate has called me to discuss this matter, and they are fully relying on the lies coming from their local branch managers is a reflection on the values of this company. Total disappointment.
Regards,
******** ****** ****Business Response
Date: 07/23/2024
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,
Paul C*****Customer Answer
Date: 07/24/2024
I accept the business's response to resolve this complaint.
Regards,
******** ****** ****Initial Complaint
Date:06/06/2024
Type: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 paid for my couch, ottoman, and area rug to be cleaned. We were hopeful for a great experience, but unfortunately we were left with very dirty furniture and an area rug with a terrible odor. We contacted Stanley immediately. We had to remove the rug because the smell was so bad. Our furniture had a layer of dirt that you could see leaving some areas looking worse than before the cleaning. I even sent them a photo of what one wipe of the furniture looked like with a paper towel which was covered in dirt. We were offered for someone to come out and re-clean, however, they couldn’t come for at least four days. We also did not receive any follow up during those four days, so scheduling was not an option. At that point we wanted a refund and to move on as we were left to deal with dirty furniture on our own with no immediate resolution to an immediate problem. We have been told a refund is not possible even though we were not provided the service we paid for. Finally we connected with someone today (10 days later) who shared a refund is not possible and only offered to come out again which we are not interested in after this terrible experience.Business Response
Date: 06/13/2024
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 to discuss this further and 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,
Paul C*****Customer Answer
Date: 06/18/2024
I was contacted by Stanley Steemer’s customer service department shortly after I filed a complaint via phone and was asked to send photos again which I did that same day. A few days later they followed up via phone and I was given an option that I had previously explained I was not interested in which was for someone to come out and re-clean. I was then offered a gift card of 50% of what I paid which was less than what I was previously offered in writing by their company prior to filing this complaint. Neither option is satisfactory. The representative said she was not aware I was already offered that and she would look into what else could be done and follow up with me. This was in the morning on Thursday, 6/13/24 and I have not received any follow up as of today Tuesday, 6/18/24. My issue remains unresolved. I have requested a refund many times at this point and keep getting the run around.
Regards,
***** *********Initial Complaint
Date:05/14/2024
Type: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.
Air duct cleaning was done on May 14th 2024 the amount paid for the service was $533.13 after the two young men left I noticed there was a big scratch on my stainless steel refrigerator the dent was so big that there was a white line on it that's how deep it was they had to know that they did that because when the machine hit the refrigerator the young man must have felt the impact I didn't contact the company but I'm making a complaint now because I would like some kind of compensation please advise thank youBusiness Response
Date: 06/13/2024
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,
Paul C*****
Customer Answer
Date: 06/21/2024
I accept the business's response to resolve this complaint.
Regards,
**** ******Initial Complaint
Date:04/24/2024
Type: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.
Work not done Properly left my place a mess. I'm 89 years old & on a walker. PD $500.00 for less than 2 hrs work. I'm on ss since my husband passed away in 2019 and 250.00 an hour is a little much. I prefer a refund do not want those guys back in my home.Business Response
Date: 05/06/2024
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,
Paul C*****Customer Answer
Date: 05/20/2024
5.20.2024, KG received a phone call from ***************** on behalf of *******************. He said that a representative of Stanley Steemer called ***** and tried to speak over her. *** said that the caller said that they would send someone out to look over the work. *** said that ***** said no as she does not want the employees back in her home and is requesting a refund of money paid to business. KG shared BBB would forward this information on to the business for their review and comment.Business Response
Date: 06/12/2024
To Whom It May **************** Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of the customers complaint, we feel that we have given this matter all due consideration.
We do not have a money back guarantee, rather we have a customer satisfaction policy and part of that policy is that if we are notified of any cleaning concerns within 10 days of the cleaning we will come back out to address those cleaning concerns. This may include re-cleaning spots, areas, entire rooms, or the whole job if necessary. Typically, before any refund is considered, we need to view the job that was performed to determine if a refund is warranted.
The customer was offered a courtesy ********************** to address any areas of concern she declined that offer.
A manager has not been afforded the opportunity to view the work that was done to determine if a refund is warranted.
The only pictures we have were taken at the time of service and show that the system was cleaned at that time.
The local management has left several messages to discuss this with the customer, *******************, without a response, they have also sent a letter since they were unable to reach her by phone. To date there has not been a response to the letter either.
Therefore, we do not feel as if a refund is warranted at this time, we are, however, still willing to come out to reclean anything with which she is not happy.
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:04/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to have the rental home carpets cleaned and was scheduled for 4-9-24, for $278.64. They sent me another receipt just in case I wanted the deodorizer for $420.12. I did not want the deodorizer because I was told it would smell good without it. I just took that as they will try to persuade me to get it. Both receipts were emailed to me. This is an empty house. I only go to the house when work has to me done. So, since it was scheduled with a window of 8 am thru 1 pm my husband took off work waiting for them. When they arrived, they recommended to my husband the deodorizer then they recommended the protection. My husband called me both times to get my okay. Now the bill became $550.24 billed on Mastercard ending 8783. Once they left my husband opened the windows to assist in the drying though they said it would dry quickly. My husband thought it was too wet. Between 4-10-24 and Saturday, 4-20 it was discovered that the house smelled and we realized it was the rug. (smelled of dirty must and sort of like corn chips) During this time we had the house inspected and they said we never cleaned the rug. The inspector thought we were not telling the truth, so we failed the inspection. Called in for refund that same day, 4-20, and they got me another appt??, for 4-22, 12-5 window. So, my husband took another day off. When the Stanley Guy came, he said rug was dirty and to ask for a refund. I called in & they said manager will call back. He called & said he wants to see it. Appt. 4-23 at 9am. He came at 9:20. He said he must talk to district manager. He said he smelled the odor & wanted to have it cleaned again. My husband, **, said no, and wanted a refund, & now he was the 7th person to see and smell the rug. Me, **, my brother, Housing inspector, contractor, another Stanley worker, and himself. This is now the 3rd day ** had to take off work. Will they pay us for that also??? Their solution was a credit, for $200 to use them again. No way.Business Response
Date: 05/21/2024
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,
Paul C*****Business Response
Date: 05/21/2024
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,
Paul C*****Customer Answer
Date: 05/30/2024
I accept the business's response to resolve this complaint.
Regards,
**** ******Customer Answer
Date: 05/30/2024
I accept the business's response to resolve this complaint.
Regards,
**** ******Initial Complaint
Date:04/16/2024
Type: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 contact stanley Steemer for Vent cleaning but they put holes on my AC A coil indoor unit.Business Response
Date: 04/23/2024
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. A member of the local
Management team has contacted this customer and believe that we have resolved
this matter to their satisfaction. Once again, thank you for bringing this
matter to our attention and please feel free to contact us once again if you
need further assistance.
Sincerely,
Paul C*****Customer Answer
Date: 04/28/2024
I am rejecting this response because: work not done as promised and no clean was completed as per procedure, ypur guys just blow air on top vent instead run the air cables through the vent, blow again with fishing cables etc.,fake & cheating work.
looks my vent how your staff cleaned, for this stupid job i need pay 890$ cheating, fraud company.
i am not aware until i saw your videos how cleaning the vent posted in youtube.
Regards,
********* *****Business Response
Date: 05/07/2024
To Whom It May Concern:
It is our understanding that the local manger and the customer reached an agreement to resolve this matter on or about April 19th 2024. The agreed upon resolution was a check in the amount of $1500.00.
Check number ****** was issued on 4/24/2024 and was mailed to the customer on 4/26/2024. A copy of that check is attached to this response.
Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
Sincerely,
Paul C*****Customer Answer
Date: 05/08/2024
1500$ for damaged AC unit, i am complaining regards to work too, vent not cleaned properly also not follow as per Stanley Steemer procedure. i am not paying $890 just blow air on top vent.
As per procedure, Air tube needs run inside duct & also run air tube with fishing cables. Downstairs who doing Vent clean he didn't done anything like that also 3 vent cover taps not even removed so how do i believe that he follow the procedure and cleaned the vent ? as per work agreement to clean my vent?
Regards,
********* *****Business Response
Date: 06/05/2024
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of the customer’s complaint, we feel that we have given this matter all due consideration, we came to an agreement with this customer and he even signed a release stating the exact amount we agreed to send him. That release is attached to this response.We fulfilled the agreed upon resolution on our end and do not feel as if any further compensation is warranted in this matter.
Please feel free to contact me with any further questions or concerns.
Sincerely,
Paul C*****
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