Business Profile
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.
If you've experienced an issue
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:02/20/2024
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.
On Jan 11, 2024 I contracted Stanley Steemer to clean a chair, love seat and sofa. Within two hours after the employee left, the white piping on the sofa cushions turned green. The sofa is a 3 year old Basset down and coil sofa $3000. It is light taupe with white piping. The reason for the cleaning was to remove a few handprints left by floor installers on the arms. The sofa was pristine in all other regards. I immediately contacted Stanley Steemer. They sent someone out the next day. They could just look. The company sent someone else out the next day. They too could do nothing. Day three, the company sent out a 'Quality Control' person *****. He had to research what to do. In the interim, I told the QC person I would do my part and call to see if Basset would be able to replace the cushion covers if his method did not work. I found they could not. I also provided an estimate to the QC for recovering the sofa - it was $2000 for labor alone. The QC came back the next Friday and picked up one cushion. He said he had a treatment to try and he would have it back to me on Monday. On Friday of the following week he brought it back. Most of the green was gone but now had a brown residue. He was not comfortable cleaning it further -he didn't want to cause more damage. We left it that he would talk to his GM and discuss compensation. I provided a copy of the initial invoice from my purchase of the sofa. I understood I would hear back the next Monday. A week later I contacted ***** and he said now his GM wanted him to try another method. This involved removing the cushion covers. I agreed. They were brought back a week later- still with green and now the covers had stretched and no longer fit the back cushions. Again he would talk with the GM about comp. Another week passed. I contacted QC again & he asked how I wanted to resolve the issue. No mention of compensation. I expect to be compensated for a ruined sofa. I have photos if requested-before and after the cleaning.
Business Response
Date: 02/28/2024
To Whom it may concern:
Please be advised we are in receipt of the above-referenced consumer complaint. After considering this matter it was 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 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 | **** ********** *** * ******* ** *****
P ###-###-####Customer Answer
Date: 03/04/2024
Thank you for responding. The Tampa Stanley Steemer dragged out the situation for 6 weeks.
It is unfortunate a complaint filed with the BBB was necessary to get the issue resolved.
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******* *******Initial Complaint
Date:02/18/2024
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 order the carpet cleaning service to be done on 2/16/24 in between 8am - 12pm. The cleaning technician arrived around 9:30. As soon as he came in to see the carpet he claimed that the quoted price we received is incorrect and it will be higher. I confirmed that the quote should be accurate because I was very specific on what types of area we want to be cleaned. Later he agreed that we did indeed get a right quote for $235 dollars which includes $30 discount (3 bedroom, living arean dining, stairs, and hallway). The techninician recemmended me to get deordorizer service done. I commented that I did not order the deordorizer service done because it's too expensive and I don't want to spend over $100 for something I can do myself for fraction of the price. He insisted me to getting and he quoted for an additional of $30 he would do all the areas. He said other companies charge for each room and that he won't charge and would do it for $265. He was very friendly and I had no suspicion this could of happened. I asked if he accepts credit card which he said he does. He was tapping away on his tablet and just without reconfirming how much he handed me the tablet for a signature. I looked for total balance but I could'nt see it. Just signing screen was populated on the tablet. I asked if I can get a receipt and he said it will be emailed to me. As soon as I signed he left. After couple of minutes passed I received the invoice and noticed I was charged $365. I was shocked. Obviously this was a mistake on his part. So I had my wife who placed the order initially call and explained what happened. She spoke with Anna L******* and she claimed I misunderstood and that the technician did acutually quote me the correct price. I was furious the hear this. She said if I had any evidence of me being quoted $265. What??? This is daytime robbery. I was conned. Anna offered as good faith $60 gift card. All I want is technician to be honest and refund my $100 I was overcharged.Business Response
Date: 02/28/2024
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:02/15/2024
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.
Had dryer went cleaning done.
Here are the details including payment. We had a good LG dryer - the dyer vent was not done right - see picture. We threw a good dryer away thinking it was dryer that was the issue as after the vent cleaning the issue of damp clothes was not fixed. We got a new GE dryer and that high power mode that pushed the debris in vent out - this is when we realized the cleaning was not done well.
I want refund. It cost us a lot more because we replaced the dryer thinking that had gone bad.
Service Date 12/2/2023
Invoice # *********
Customer # *********
Claim/P.O. #
Vehicle AD MGR
Crew
****** *****Business Response
Date: 02/28/2024
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:01/22/2024
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.
On September 26th, we paid Stanley Steamer to clean our kitchen floor. After they left, we noticed that the area where the workers placed their machine that cleaned the kitchen floor left a cloudy white circle on our dark flagstone foyer floor. We contacted Stanley Steamer and they sent a worker to repair the spot. The first attempt did not remove the cloudy area. We notified them and they sent the worker and the manager to fix the damage. They did fix the damaged area but they left a cloudy ring around the area that they fixed and the original floor. We asked them to return and to clean the rest of the floor to remove the cloudy ring. They want to charge us $500 to do this work. So, $500 to repair the damage they made to the floor.Business Response
Date: 01/26/2024
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: 02/09/2024
Kelly Peltier <[email protected]>
Feb 6, 2024, 3:33 PM (21 hours ago)
to [email protected]
Hello,
Thank you for your support as we resolve this issue with Stanley Steamer.
We did not respond to your email because Stanley Steamer is coming to our house on 2/9 to complete the work. We wanted to follow up with you after they completed the work and the complaint is completely resolved.
Thanks, again.
***** *******Initial Complaint
Date:01/15/2024
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.
About two years ago, I purchased a $3,500 rug from ***** *** ******* Recently, I cleaned an area of the rug with a mild soap and water and noticed it came cleaner. It wasn’t terribly dirty, but we opted to have the entire rug cleaned. Stanley Steemer first sent an individual to my home on 1/10/24 to clean, deodorize, and add protectant to my rug. Very early on 1/11/24, I noticed rust/orange coloring all over my rug, which had not been there previously. It was due to the cleaning. Stanley Steemer came out on 11/11/24 and determined they needed to repair the rug in their facility. They took the rug and told us they would have it repaired by today, 1/15/23. However, upon calling the 1-800 number, I’m told this was incorrect. I’m not able to receive an update on my rug and I have no idea where it is. I do not recommend this company. I want my rug repaired or the costs for replacement in addition to a refund for the costs I paid for the service.Business Response
Date: 01/31/2024
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 customer's area rug was returned to them on 1/20/2024.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:01/11/2024
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.
My son, who is legally blind came home from the hospital after a very serious
Diabetic Infection in his foot. After calling several carpet cleaning companies I chose Stanley Steemer to come on Jan. 2, 2024 to clean his carpeting. I was sent a quote of $300. They were not to move any furniture, just clean around everything. The rooms to be cleaned were a small room: 3' X 8', a loft about 3' X 8', a small hall way, 2' X 6', Master Bedroom 19' X 21', and a staircase 14 stairs which was also the only area that was to have a special coating on it. The only thing that was not included in the price of $300.00 was a small area rug under his coctail table. They were there for a total of 30 minutes and instead of $300.00 I was charged $540.00. ($240.00 extra for that area rug which is approximately 5' X 8'.) And remember: NOTHING WAS TO BE MOVED since the carpeting is fairly new and never walked on. I was just very concerned that my son's foot infection not touch a soiled carpet. I am very disappointed in Stanley Steemer and honestly feel that I've been scammed. Had I known it was going to be that outrageous I would certanly have called a different company.Business Response
Date: 01/24/2024
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*****Initial Complaint
Date:01/04/2024
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.
On 12/20/23, Stanley Steemer came to my home to clean the master bath grout. In doing so, they were very rough and damaged the tiles. There are now very noticeable stress marks or scratches on several tiles, as well as cracked grout where they did not exist before. As soon as I noticed this, I called Stanley Steemer and they sent another technician out. He denied that they caused the damage and refused to do anything to repair the damage. He said he would escalate to a manager. A manager came out yesterday, 1/3/24 and again denied that they caused any damage and refused to do anything to mitigate, or even refund the $125 charge.
There is no question that Stanley Steemer caused the damage. I have lived in the house for 5 years. I know what my tiles look like. Their refusal to take any responsibility, or even to minimally refund the charge, was galling. They basically accused me of fabricating an allegation that they caused the damage. If this is not satisfactorily resolved, I will continue to escalate, including to the Maryland Attorney General and the courts.Business Response
Date: 01/25/2024
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. 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: 01/30/2024
I accept the business's response to resolve this complaint.
Regards,
****** *********Initial Complaint
Date:01/01/2024
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.
******** A. ********
**** ******** *****
******* ** *****
December 1, 2023
Stanley Steemer
ATTN: **** ******, CEO
Regional Manager
5500 Innovation Drive
Dublin, Ohio 43016
On November 14, 2023, I was scheduled for Stanley Steemer to come do 3 rooms, a hallway and 13 steps. I followed the guide to remove all furniture except big items such as a bed or dresser. When the technicians arrived, they asked me to turn on my water. He spent more time asking if I wanted to upgrade than doing the actual work. I repeatedly told him I didn’t want any upgrade at this time until I see how well they did.
They asked me to turn on my water and in attempting to turn on the water, I lost a cap for the pressure release and it took me 10-15 minutes to secure it in order for me to put on the water. In that time, the techs were in the bedroom and within 15-20 minutes they announced they were done. They were only at my residence for approximately 35 minutes! The stairs were sopping wet and the upstairs looked vacuumed but I don’t believe they used any water since the bedroom carpets and hall were mostly dry. I used fans to dry out the stairs but it took 3-4 days and I was fearful of mold developing due to the significant water left in the carpeted stairs. Some other statement by a tech made related to furniture that had been sitting on my floor by a bed was not accurate since only a jewelry cabinet with 4 legs was there. His statement made me realize he didn’t do the job. My home carpet cleaner did as well in the past. I was so dissatisfied and I called immediately and had to leave a message since no one answers. I then chatted online and was later called by ******** who left a message. I attempted to contact him several times over 2 days and I requested my money be refunded. However, the next day the check was cashed and I chatted online again requesting my money be refunded since I did not get carpet cleaning service and could not get any manager.
Finally, I received a call and the representative said that I could only have a manager come out to inspect or reschedule. The window to reschedule is not acceptable due to medical appointments, visiting family, and I will not be available in Jan/Feb. I am requesting my funds of $266.00 be returned immediately.
******** A ********
CC: Better Business Bureau, **** * *** *** **** ****** *********** ** **********Business Response
Date: 01/09/2024
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 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: 01/10/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21082449
I am rejecting this response because:I have made 2 return calls to SS by calling **** on 12/20 and 12/28/2023 requesting the refund of $266. In the second call they made no indication that they would refund me and I do not have confidence in their service after this experience. I should have looked at BBB since it shows they do not do a good job.
I also received another call today with another request to return the call but again no indication of any resolution or refund.
Please keep the complaint open.
Regards,
******** ********Business Response
Date: 02/21/2024
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 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.
Mrs. ******** was offered a courtesy cleaning to address any
areas of concern, she declined our offer to reclean at no cost.
It was also explained to her, by a local manager, that we
would need to come out to view the work that was done to determine if a refund
is warranted. She would not allow this visit either.
We have made every attempt to reach Mrs. ******** to discuss
this with her directly including leaving six voicemails for her, three of them
since her last voicemail to us. As well as emailing her at the only email
address we have for her, *************************, which is
also the email address she put on this BBB complaint. We have not received a
response or voicemail from Mrs. ******** since January twelfth, when she left a
voicemail, once again we have called her three times since then and sent an
email.
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 ###-###-####Customer Answer
Date: 02/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21082449
I am rejecting this response because: the information they are providing is in error. I have written another letter requesting they resolve the matter by refunding the $266. It also appears from the BBB site that their are numerous other complaints with the same concerns. Does the BBB ever provide its recommendation or send the info to News7 on u your side?
Regards,
******** ********Initial Complaint
Date:12/31/2023
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 hired a company to clean three rooms of carpet and the hallway. They came here on December 30. The guy was here 15 minutes. I have cameras inside and outside of my house. I left my house and came back 15 minutes later and the guy was already done in his truck. And yes I have it on camera. He cleaned within 15 minutes which is impossible. He was in the truck already and asked me for payment I gave him my credit card outside. I asked him are you coming back upstairs with me so I can look at the carpets and he told me no I went back upstairs and my carpets were soaking wet and they were filthy. It looks like they were not even cleaned. There is no way that he could clean the carpets in 15 minutes. The company told me it takes 30 minutes per room. I am disgusted. I am out all this money and he also didn’t put any blocks or pads underneath any of my furniture. So now my furniture is ruined.Business Response
Date: 01/09/2024
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 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: 01/10/2024
I am rejecting this response because: the company called, it was a manager. I asked for a refund for the cleaning. She said I was not getting a refund as they sent a tech back out. The carpet only looked better while it was wet. She hung up on me. I called back back and they would not pick up the phone. I have insurance on my couch adn chair. I have put in a claim for it. The wooden legs of the furniture were saturated because he did not put anything under it.
I would like $232.44 refunded.
Regards,
****** ******Business Response
Date: 01/25/2024
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, including a courtesy cleaning at no
charge, offering to send a manager out to view the alleged damages, asking for
pictures of the alleged damages and offering a partial refund as a gesture of
customer goodwill.
The customer declined any visits to view the alleged damage
and refused to send pictures of said damage. Therefore, we could not verify any
damage that might have been caused by the cleaning.
The concern areas that the customer has shown our staff are normal areas of
wear and tear. Including pile reversal, traffic patterns and soil filtration
lines. These are normal and to be expected conditions with carpet of this age
and construction.
The customer has since filed a credit card dispute for the full amount of the
cleaning. We are responding accordingly to that dispute and will await the
outcome of that dispute.
Please feel free to contact me with any further questions or concerns.
Sincerely,
Paul C*****Initial Complaint
Date:12/28/2023
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 made an appointment for December 9, 2023; for Stanley Steamer to clean our basement carpet which they did. Unfortunately, to our dismay the carpet padding was soaked which was discovered days later. The carpet is smelling mildew and needs to be replaced. Stanley Steamer tried to pull up the additional water with no success. We were told to just keep the fans on it and it was nothing else that they could do. The padding and carpet needs to be replaced. I can’t believe this is how we handle business this day in time. Unbelievable. NOTE: I was also asked to sign a slip and fall waiver which now I think may have been misleading. Thanks for your assistance in this matterBusiness Response
Date: 01/16/2024
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. After receiving this BBB complaint,
a member of the local Management team contacted this customer. The customer
informed the manager that he had since discovered that the shut off valve on
his water heater was broken and that this was the cause of the water in his
padding.
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*****
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