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

  5800 Innovation Dr Dublin, OH 43016-3271

  
• 

  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  1480 Stratford Ave Stratford, CT 06615

  
• 

  Stanley Steemer

  439 20th St Brooklyn, NY 11215

  
• 

  Stanley Steemer

  40 Brunswick Ave Ste 101B Edison, NJ 08817

  
• 

  Stanley Steemer

  10 Clifton Blvd Ste B3 Clifton, NJ 07011

  

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:04/12/2024

  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 about March 28 2024,Stanley Steamer came to do my front rm flr and hallway, 1 person came, Cory, to do the work, he had to move the furniture off the flr by hise self, cleaning, recoating the flr & cleaning the furniture. He said my floor needed stripped and that doubled the price I was quoted on the phone. Stripping the flr left the flr looking sparce in places. I tried to help him move the furniture off the flr because in doing it by himself he dropped it putting 2 deep scratches in the flr, I tried to help him, I'm 73 and still under Dr's care from a fall on my hip & I was weak & fell down when I tried to put the sofa down. My husband is 75, has a hernia and is too weak to help, he was keeping our 2 small dogs out of the way & off the flrs. When Cory left he didn't know how to close the storm dr, in forcing it shut he bent the closing arm & the door drags scraping the tiles on the porch. They replaced the arm on the door but said the door dragging was pre-existing. They cleaned the sofa but left streak marks all over it. I called & complained, William a manager came to look at it, he assured me they would correct all these things & put a 2nd coating on the floor. A man who was an associate manager & trainer to the other young men, said the scrapes on the flr were pre-existing I explained how they got there you could see the scrapes were fresh, he said they couldn't get them out, I showed them the sofa and I said 3 times to all of them they were supposed to redo it but they ignored me. William came back when they left, saw the sofa and ask if I told them, I said yes and I had to struggle with them to put a 2nd coat of finish on the floor as William said that's what it needed & they could buff out the scrapes, he ask if I wanted them to come back & finish the sofa I told him I was reluctant to do that as I was afraid of scratching the flr up more, I would try to fix it myself, he offered me give me a $250 gift to use to get the floor or the sofa done, I ask if he could give me $250. Back in money to have the scrapes removed that would be best, he said he'd try, when I called him April 12, he said the items that I mentioned were all preexisting according to his associate manager that came,he sent me a gift certificate but would give no money back, I planned to use that money to get the deep scratches out that is what I was willing to settle with but he said they were also pre-existing

  

  Business Response

  Date: 05/09/2024

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

• Initial Complaint

  Date:04/11/2024

  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 Steemer -Better Business Bureau
  I had my carpet cleaned on April 5. During cleaning I pointed out an area where there was no pile. He responded with something that I did not hear due to the equipment running. Upon closer examination, after he was gone, I determined that it is quite unsightly an not acceptable. I called customer service to report it. The agent indicated she would send someone to inspect. Jackson arrived on Saturday , April 6 and stated that SS does not repair carpet. He then said that once it is repaired they will do a redo. He came prepared to clean. I know that the agent did not understand my complaint when I called. Jackson called a supervisor by the name of Ricky. Ricky called me and said they would send someone to inspect. I was scheduled today between 9:00 and 11:00. At 11:00 no one had arrived. I called Customer service and she said Cole is 20 – 25 minutes away in Dublin. I left to run errands. While out, Cole called to say he would be here in 20 – 25 minutes. I told him I was not home. I sincerely think that the appointment was never scheduled. I told him I would be here at 11:45. He showed shortly after with another representative he said he was training. He came in—looked at the carpet and said “our equipment would not do that” at which time I determined that nothing was going to be done – and told him he could leave. I want the carpet repaired and a redo as stated by Jackson ,in addition to a full refund!!

  

  Business Response

  Date: 05/09/2024

  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  messages, 4/23/24, 5/01/2024 and today 5/9/2024,  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: 05/14/2024

  5.14.2024 BBB received notification from consumer that the business has addressed his complaint.

• Initial Complaint

  Date:04/08/2024

  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.

  To bring this into a better perspective my home is a log home with an open living concept. The service requested was not completed per contract and service upsell happened twice within the first five to ten minutes the tech were in my home. Windows were left open and customer was not advised (window easily accessed from outside and therefore, alarmed when closed) a vent that was specifically pointed out was not covered at all at the request of the customer; therefore, metal shavings/dust went over contents of that closet and one next to it. No ceilings on closet. Every item of clothing had to be washed or dry cleaned, the had to be thoroughly cleaned. It took me three days to complete that task. Once plastic vent covers removed only half were thrown in the trash and rest were balled up next to the vent. When vent covers were put in the trash they actually broke the trash can lid. The lid is electronic and must have been forced closed.
  It took me three days to clean up mess. I was present the entire time and told techs to let me know if they had questions or concerns. At the end of the process I was shown side-by-side imagines of the ducts before and after. At the time I was told I really didn’t need the service. Ducts were not that dirty
  Date of “service” occurred 2/20/24. Since that time I have spoken four individuals each a supervisor of the previous person. On 3/6/24 I spoke with David B******** (###-###-####). We came to an agreement of a refund of $647.67 and that he “would walk the check out to his secretary” and I should receive it by 3/15/24. I didn’t. On 3/25/24 called to tell him refund not received. Told me my account was closed since I cancelled the upsell of the filters. He apologized. and said his secretary would be back in the office on 3/26/24 and he will have her mail it out.
  It is 4/8/24 and the check has still not been received. Please assist me with this matter. I would greatly appreciate your help.

  

  Business Response

  Date: 04/17/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.
  Thank you for bringing this consumer concern to our attention. We have
  contacted the customer directly and are collaborating with them towards a mutually
  agreeable resolution.
  
  Once again, thank you for bringing this matter to our attention and please feel
  free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul Carson
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016
  P 614-652-2417

  Customer Answer

  Date: 04/18/2024

  I am rejecting this response because: I have yet to hear back from Stanley Steemer after sending requested photos supporting my complaint. While I appreciate Stanley Steemer’s customer service involvement and them contacting me I am hesitant to close out my complaint with the BBB. I feel there may possibly be some need for the BBB’s further involvement in this matter in the future.
  

  Thank you for the information and I welcome a quick solution to this matter.

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

• Initial Complaint

  Date:04/05/2024

  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.

  3/06/2024 work completed. I contacted manager to see about repair 3/14/24,
  I have been a customer of Stanley Steemers for many years, using them for carpet cleaning. My husband and I decided to use them to clean our vents. The process was going well until the end when the guys went to clean out the dryer vent and stuck the tool into the outside vent, and got the tool stuck in the ceiling of our basement. The tool was placed blindly. The men doing the work blew out the remaining lint that they could and stated that the dryer vent was disconnected at the elbow. I was told that the manager Jeremy would be out the next day (Friday). This did not happen. In the meantime, they taped the rest of the tool to the back of my house. Monday Jeremy came while I was working and spoke to my adult son. He left me a message stating he could fix ceiling (needed to cut into my ceiling to remove tool) because he did this work on the side. We set up a time to come out and look at ceiling and he stated he could do a few other small jobs that we had in our home. He was supposed to give a quote with labor and material separately. Never received this. Set up date to come access he never showed up. Called 4/01/24 spoke with nice gentlemen Kirk, who stated Stanley steemer would take care of my concerns and he would escalate issue (Branch manager or regional manager to call). 4/05/24. Call from Kim (office manager) called stating it was our problem. Stanley Steemer was not responsible and would not pay for anything. Kim was extremely rude and said that Jeremy said I did not follow up with him. I have all the message and text messages between us to prove otherwise. I am so disappointment in what I thought was a well- known, very high- quality company. They do NOT back up their work or support their customers. I WILL NEVER USE THEM AGAIN OR RECOMMEND them to anyone. They also broke the flap vent that leads out of my house from dryer.

  

  Business Response

  Date: 04/17/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 04/18/2024

  I am rejecting this response because: I have not had any contact with anyone from Stanley Steemer.  I will take pictures of damage and send in as soon as the repairs are initiated. We have someone coming to the house next week to asses.
  
  
  
  Regards,
  
  
  
  **** *** ******

  

  Business Response

  Date: 04/24/2024

  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,
  
  Paul C*****
  

  Customer Answer

  Date: 05/08/2024

  Hello, I am contacting you regarding the above case #.  I did not want to close this yet because it has not been resolved yet.  I am still working with the insurance adjuster to find a repair company to fix the damage.  I prefer that this not be closed until the work gets completed.
  
  
  
   
  

• Initial Complaint

  Date:04/02/2024

  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 January 27, 2024, Stanley Steemer responded to our residence to execute an air duct cleaning project contract#********. (See attached contract)
  •During the air duct cleaning both Stanley Steemer technicians/employees carried all the equipment for the project into our residence.
  •They utilized a large yellow and black wired equipment/hoses which ran across my exterior front steps and eventually into my residence.
  •Upon completion of the jobStanley Steemer “The Head Safety Technician,” was in a rush to pack up his equipment and DID NOT wait for technician Anthony to finish resealing our central air unit and dragged the heavy equipment/hoses by himself out the front door and down the front steps to the truck damaging our front steps.
  •Approximately 1-hour after the technicians/employees left our residence we noticed the damage created to our front steps by the yellow and black wired equipment/hoses.
  •On this same date, we called Stanley Steemer Air Duct Project Manager, Mr. Leonard O****, to file a complaint regarding the damage to our front steps.
  •We showed him the damage created to our front steps by the Stanley Steemer, “Head Safety Technician.”
  •Mr. O**** observed the broken pieces from our steps next to each damaged area and took photos of the damaged steps with his cell phone.
  •As a result of the steps being damaged the total cost of the repairs to replace our stairs is $2,800.00.
  •We have tried to settle this complaint amicably with Stanley Steemer on January 27, 2024 (date of incident) and their third-party claims adjustor, ****** *********** (Mr. ***** ** ***** ** ********* ****** ********** ***** ********* ** ******** *** ***** • Stanley Steemer continues to dispute liability in this matter.
  • ****** *********** sent us a final email indicating that they are willing to resolve this matter with us for $1,400.00.
  • $2,800.00 is required to repair and replace the damage made to our stairs and reset our custom stair railings. (See attached email threads)

  

  Business Response

  Date: 04/10/2024

  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;
  
  Paul C*****
  

  Customer Answer

  Date: 04/19/2024

  We are rejecting the business response from Stanley Steemer to this complaint. We have been trying to resolve
  this complaint amicably with Stanley Steemer since January 29, 2024, and their Third-Party Claims Administrator,
  ****** *********** claims ******** *** ***** ***** *********************** **************, since February 27,
  2024, but have not been able to receive an acceptable resolution for the damage sustained to our stairs by The
  Stanley Steemer technicians/employees. According to Mr. ****** Stanley Steemer is disputing liability in this
  matter even though we contacted them on the date of occurrence, January 27, 2024. We additionally provided
  photos (taken the day of the damage) and estimate quotes for damages as requested by their own Air Duct
  Project Manager Mr. Leonard O**** (****************** **************, who also took photos of the damage
  with his cell phone on January 27, 2024, the same date of the damage.
  
  Although ****** *********** continues to state that Stanley Steemer is disputing liability in this matter, they have
  offered us a final offer of $1,400.00 as compensation for the property damage caused by Stanley Steemer.
  However, based on the contractors estimate quotes of $2,800.00 to repair the damage ($1,700.00 to
  replace/repair the stairs and $1,100.00 to remove and replace the railings) previously provided to ******
  *********** and Stanley Steemer. This amount will only cover half of the cost required to repair/replace our front
  stairs and railings. As a result, we are requesting the full $2,800.00 cost necessary to repair/replace our front stairs
  and railings.
  
  Respectfully,
  
  **** *********

• Initial Complaint

  Date:03/27/2024

  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.

  When A-C heat goes "on"-ok. When either goes "off" There are 2 loud bangs, which sounds like 2 doors slamming shut. ( Day & Nite.) I plan to sell my house, I would not buy a house with that going on. No reason to cut 2 holes in furnace, just ducts cleaned.

  

  Business Response

  Date: 04/17/2024

  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.
  
  The original cleaning date for this order was 4-11-2022 the customer first
  called us about her concerns on or about 6/17/2022. A manager went out the same
  day to investigate her concerns. That Manager found nothing wrong with the
  cleaning performed or anything that could be causing a banging noise because of
  our cleaning.
  The next time we heard from the customer was on or about
  1/18/2023, another manager visited her home on or about 2/14/2023. The manager
  could not locate any noises coming from her furnace.
  We heard nothing from this customer after that manager visit
  on or about 2/14/2023 until the receipt of this BBB complaint on 4/03/2024.
  An office manager has spoken to this customer since the
  receipt of this BBB complaint and reiterated that we cannot address an issue
  with her furnace that we cannot hear or locate. At that time, the customer
  informed the office manager that if she hears the noise again, she will call an
  HVAC company.
  
  Please feel free to contact me with any further questions or
  concerns.
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  Date:03/21/2024

  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 booked an appointment on the Stanley Steemer website for floor cleaning for (4) LVT flooring rooms. The quote I was provided was $137, I put my credit card in and checked out to confirm the appointment for 03/21/23.
  
  The techs show up at my house and the first thing they tell me is "they have no idea what was wrong with the webiste but it's going to be $420.00. I have the confirmation that clearly shows the quote for 4 rooms at $137.00. You cannot quote one price and then turn around and more than double it after you get there with no materials facts changing.
  
  This is my last ask for the company to honor the price, my next step after this will be small claims court. This was YOUR error, act with integrity and honor it!!

  

  Business Response

  Date: 04/10/2024

  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*****
  

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising 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.

  Date of transaction 10/15/22.
  I paid $485 for 3 future cleanings of 3 rooms. These future cleanings were to be used at any time. The technician from Stanley Steemer offered a pay up front contract for 3 additional cleanings at a reduced rate. This was a special offer, only available if you signed up during the current visit. I have since found out that the cleanings have a limited time window, they are not unlimited on time like the technician stated. I clearly remember the conversation with the technician because in the past we had a contract with Stanley that did expire, and we were unable to use all credits. I shared that with the technician, told him we would not be signing up because the cleanings expire. He assured me that they do not expire anymore, that was an old policy and I believed him.
  Today 3/4/25 I called in to book one of the cleanings and Stanley Steemer informed me that these cleanings do expire, and I have to use them by 4/15/25. I was completely caught off guard and the nice lady offered to have the branch manager call me, she stated they could push the date out farther. I did receive a call but later in the conversation I found out it wasn't the branch manager. So, another lie on stanley steemers part. The individual from the local branch that called asked what the individual at the 1-800-stanley number offered for an end date, I stated 4/14/25, she stated that's what they will do then. I stated I have 4/14/25, was hoping for an extended date which she stated she would not do. Stated its a 1-year contract. I assumed she had access to the notes from my conversation with the 1-800 number, knew her employee lied thats why i was asking for a extension. To her, it didn't matter. I called back the 1-800 number, asked for a copy of the contract, they had the branch send it over (see attached). This is the first I am seeing this document. You'll note no signature. I feel I was dupped into a lie so the technician could make extra commission.

  

  Business Response

  Date: 04/03/2024

  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: 04/09/2024

  I am rejecting this response because:  I have reached out 2 times and left voicemails to Paul to the number he left and have not received any call back to discuss my complaint with  him.   
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 04/17/2024

  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.
  
  I have spoken to Mrs. *****, and we were unfortunately unable to reach a
  mutually agreeable resolution. Mrs. ***** purchased the one-year clean
  guarantee package on 10/15/2022. This maintenance package has an expiration
  date one year from purchase. The *****’s have purchased this very same package twelve
  other times dating back to August of 2003. On all the other maintenance
  packages they have purchased over the years the expiration date has always been
  one year from the date of purchase.
  We do not offer a maintenance package that is indefinite or has
  no expiration date. We tried to verify what was said at the time of service and
  as you can imagine, the technician could not remember the specifics of that job
  due to the amount of time that had lapsed. However, he has never sold a
  maintenance package that does not have an expiration date. We also checked our
  records and show no similar complaints about the technician in question.
  With all of this in mind, in the interest of customer
  service and as a gesture of customer goodwill, we offered to either extend the
  expiration date out further so they can utilize their cleanings or to send them
  a gift certificate in the amount of the remaining cleanings on their maintenance
  package. Mrs. ***** declined all offers as she feels that a refund is the only
  resolution to this matter.
  We do not feel as if a refund is warranted in this matter at
  this time, however, the two options we offered are still available to the
  customer should they choose to accept either of them.
  Please feel free to contact me with any further questions or
  concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 04/18/2024

  I called Paul back after he left a voicemail requesting a call back.  
  Within the conversation Paul stated there was nothing that he could do regarding the misrepresentation the technician did, only to offer a gift certificate of the remaining balance of the so called contract, or have someone come out and finish the work.  He stated numerous times that the technician has never had a complaint or had anyone mention the indefinite contract.  All Paul wanted to imply was that I have had one year contracts with them in the past and so should have expected this one to be no different.    I informed him numerous times that the technician stated this was a new plan that they were doing an indefinite plan.  
  I requested the remaining balance to be refunded to me, and he stated that as it had been over a year, that was not an option.  I also stated that the so called contract that was sent to me was not completed by me, did not have my signature and was completed by someone else, he stated that this was normal practice. There was no apology for the misrepresentation his technician did or him as a representative of Stanley Steemer. 

  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:02/23/2024

  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 had them do the master bathroom tile / grout cleaning. They cracked and blew grout as well as chipped many tiles. No due the damage we have tiles that are hollows out underneath and no longer glues down. Then they sent out a guy to fix it and put skin grey grout sealer on the all of the grout…still creaked (including the sealer) and we also have grout sealer on door frames, base boards, painted walls, and when we were told to get 3 estimates (all of which were $10,000 up to $15,000) we received an offer of $2000. What a joke of a company and waste of my time. This has been dragging on since July of last year. I expect my damages to be paid by Stanley Steamer as they caused it an it was just fine prior (they didn’t note any damage prior same form) here are the dates that they came out and recognized and told us to get three quotes…7/20/23; 7/21/23; 8/1/23; 8/4/23; 9/12/23; and several emails with pictures of the damage exist. And they still don’t want to do the right thing so here we go…

  

  Business Response

  Date: 02/28/2024

  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 his insurance claim must be directed to the adjuster assigned to the claim.
  

  If she or he is 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 their claim.
  
  Please feel free to contact us again should you have any further questions about this consumer complaint.

  
  Best Regards;
  
  Paul C*****
  

• Initial Complaint

  Date:02/22/2024

  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.

  We were quoted for cleaning tile. When they came out they upsold us on color seal. They said it lasts 4-7 years/protects the grout. They finished and left right away. Later, we found numerous spots that were not colored sealed and lines of dirt along the wall. However, the most important thing we noticed was the color seal was coming up on everything. My new white socks became beige very quickly. My one-year old son's, socks, and footie pj's turned beige color. We called them and they sent someone out on 2 separate occasions and each time they tried something new. Despite them coming out, the color seal was still coming up off the grout and getting all over my kid's clothes and our socks. The manager then came out and said if we gave them one more chance and it didn't work he promised he would fully refund us and restore our grout to its original condition. Nothing changed when they came out again. We are mopping twice a day and every day our white mop pads turn beige. We called the manager and they told us we couldn't have a full refund as originally offered. They also said if we wanted they could "try" to have the color seal removed. Since my son, who is one, crawls on the floor, gets the color seal on his hands and then puts it in his mouth, I asked for the ingredient list of the color seal. It took 2 weeks before they sent me the ingredients. The ingredients explain why my son has had diarrhea since the floor was done.
  We were sold a product that they misrepresented on many claims during the sale.
  We were promised a full refund with restoration of our grout to prevent further exposure to the color seal that is coming up. They now are going back on this and report they will give no refund.
  They ruined our tile
  They exposed my one-year old son to toxic ingredients that are reported to cause diarrhea and other gastrointestinal issues if ingested.

  

  Business Response

  Date: 03/13/2024

  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 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: 03/14/2024

  We received a call yesterday 5-13 around 6 pm. I was getting my child dinner at this time and missed the call. We called back an hour later and they did not answer left a voice message. We tried calling again today at noon. No response left another voicemail. 

  We submitted a claim to our credit card company which I am attaching the response. 

  1. They said their white cloth did not have brown on it. I'm not sure why as I used a microfiber cloth with only water today and the cloth turned white to brown (sealant color)  We have never ever used harsh chemicals on our floor.  The only thing I can think of is they did not press hard, because they were tired of fixing it.  The manager also used a white cloth and brown came up, when he was here with my husband.  He showed my husband the cloth, apologized  and shook his hand saying if it doesn't work this time we will issue a full refund and return your grout to original condition. No refund or explanation on how they will return it to its condition was provided. 

  2. They say we are not walking on  the grout. As I sit writing this I look down and my toe is currently touching the grout. So I'm not sure how they can suggest we are never in contact with our grout. 

  3.  Again, I would never ever use any harsh chemicals in my house unlike this manager is insinuating. I am an advance practice nurse and would never use any harsh chemicals with a toddler in the home. I have only used water on the floor. 

  4. They reported they offered to remove the sealant and we did not take them up on this. We simply asked them to please tell us how they will remove it. They came out 5 times and were unable to get it right. Every time they came out my home reeked of harsh chemicals where my toddler could not be in the house for the whole day. I got terrible migraines from the smell. So all I wanted to know was how will you remove it? The response was. "well we can attempt to remove it" As a nurse I did not feel comfortable with them "Attempting to remove it"  For example, are you going to scrape it? (this could not only damage the grout but also leave my. toddler exposed to paint chippings). 

  5. I am deeply offended that the manager stated that we are more concerned with a refund than the well being of our toddler. First that is libel and offensive. Second, how dare you say that $700 dollars is worth more to me then the safety of my child.  I have given everything to my child, I have spent thousands and thousands on my child's well being. Yet this company says I'm a bad parent because I wanted to know how they will remove this toxic sealant?  Before I let them back into my house to  "attempt" to remove it, I only wanted to know how they plan to remove it.  As we told the previous manager the only reason we wanted the refund was to pay another company to remove the sealant. Or an explanation of how this company plans to remove it.

  Hopefully the manager will return our call at some point. 

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

  

  Business Response

  Date: 03/20/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and have reached a mutually agreeable resolution.

  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: 03/26/2024

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

  They promise they will issue a refund. They apologized.
  
  
  
  Regards,
  
  
  
  ******* *****