Complaints

This profile includes complaints for Stanley Steemer International, Inc. & Corporately Owned Branch Locations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stanley Steemer International, Inc. & Corporately Owned Branch Locations has 61 locations, listed below.

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• 

  Stanley Steemer International, Inc. & Corporately Owned Branch Locations

  5800 Innovation Dr Dublin, OH 43016-3271

  
• 

  Stanley Steemer 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:12/26/2023

  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.

  damage to property

  

  Business Response

  Date: 01/16/2024

  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.  
  The customer was claiming that the crew damaged her garage
  door by hitting it with our cleaning truck. The local manager visited the
  customer’s home to view the alleged damages and He did not find any evidence
  that our truck had come into contact with her garage door. Instead, he found a garage
  door that was in disrepair due to age and use. The door needs to be replaced as
  it has exceeded its useful lifespan. However, the manager did attempt to repair
  the door to the best of his ability so that it would at least open and close.  He informed the customer that this repair will
  not last long and that her door needs replacing due to age and wear from time
  in use.  
  
  However, we do not feel as if any further refund is warranted at this time.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  Date:12/26/2023

  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 hired Stanley Steemer to seal my sandstone tile floors. The product wasn’t properly put down and wasn’t able to seal properly. I was left with floors that everything stuck to. I have pictures showing Matt’s,scratching, and imprints of baskets. The company came out to remove the product and as of yet still hasn’t gotten it all off. The last time they were in my home they left my home unlocked and didn’t inform they were leaving. My home was unlocked for 2 hours before I got home and realized they were gone. I have many pictures and documentation to show the poor quality of both the work and neglect of leaving my home unsecured. The company has offered to come back and try to seal our floors again but unfortunately due to the lack of quality they have shown for the work so far and the disrespect they have shown us I am not comfortable having them in my home.

  

  Business 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. A member of the local
  Management team has contacted this customer and is collaborating with her
  towards 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*****
  

• Initial Complaint

  Date:12/18/2023

  Type:Billing 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 used Stanley Steemers in July 2023. When the employee came out, we walked around the house and I showed him each carpeted room to be cleaned. There was a total 5 rooms and one hallway, on a 3 level house, 5900 sq ft. I had to leave right after to return to work. I got a notification no less thank an hour later saying the job was done when I came home to inspect it eight hours later I was very disappointed. There was damage to the carpet, areas that didn’t even looked cleaned, and I had to redo the cleaning job myself. Also, there was a security issue left with my house not being left locked. I contacted Stanley steamers they offered to come out to re-clean the job, but I didn’t trust him since the person before was not even there for more than an hour, and my place was left on secure and damaged. I went back and forth with Stanley Steemer about this issue for more than a week they claimed that they called me left multiple messages. This never happened and I showed proof. So I disputed the charge with my bank after 31 days and my bank sided with me. now I received a letter from a debt collector for this service, and I am not happy. From the day, the charge was credited to my account. I have not heard one word from Stanley Steemer. I do not trust this business, and this sneaky action done by them alone shows why.

  

  Business Response

  Date: 01/03/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. A local Manager has contacted the customer and agreed upon a resolution to this matter. 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:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stanley Steamer came today with a crew of two to clean our carpets. My son had his tablet on the bed, the tablet made noises tied to our ring doorbell and echos. After the crew left the device could no longer be heard or tracked. We never have this issue before but seems odd our tablet went missing right after the were here.

  

  Business Response

  Date: 12/21/2023

  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 made several attempts to contact the customer directly, however, his voicemail is full so we cannot leave a message. A local office manager also texted him today requesting a return call to discuss his 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: 02/02/2024

  Please re-open my case below, I had thought I responded. The company reached out to me and offered to send me a check to replace the stollen tablet, but to date I still ahve not received it and need their response.
  
  Thanks,
  ****** ****** 

  

  Business Response

  Date: 02/08/2024

  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. We also checked with our accounting department and confirmed that a check has been processed and was mailed out to the customer on 2/2/2024 in the agreed upon amount. 

  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:12/11/2023

  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 requested service from ******* *******. A technician came to my place to clean my large area rug. They left it very wet, telling me to lower my AC. If the house was kept cold for 24 hours, the rug would dry. However, it didn’t dry; it was still very wet and started to smell from mildew. My Aid helped put it out on my roofed & screened patio. I spoke to the company, asking them to pick it up and take it to their location to reclean and dry properly. They said that would cost me extra. I’m very displeased and disappointed with their service. I do not recommend ******* ******* as there are other more qualified services available at lower costs.

  

  Business Response

  Date: 12/15/2023

  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:12/07/2023

  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 November 18th, 2023 I hired Stanley Steemer to clean my bathroom tiles, a rug and a flight of carpeted stairs. When the job was completed I signed an ipad not realizing I was charged for items that I don't have. re: a hall, a shower stall, and something being sealed. I requested that I be credited 361.08. The company did credit me 180.30 and they wanted to re do the job which I wouldn't do again. Not only was the job not done well. The man scraped the grout in my bathroom causing us to have to re seal the entire bathroom floor. He also advised us to strip the floor which we did and I got burned from the chemical. All I'm asking for is an additional credit of 180.78. I was sent 100.00 gift certificate which I will never use.

  

  Business Response

  Date: 12/13/2023

  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 had a local manager contact and visit the customer to
  view the areas that they had a pricing concern with. After visiting and looking
  into the services the local manager contacted Mr. ******** and agreed to refund
  the customer $180.30, this was credit back to the credit card that was used at
  the time of service. At that time, the manager believed that we had resolved
  this matter to the customer’s satisfaction. We were later notified that the
  customer had filed a credit card dispute. We responded accordingly to that dispute
  and are currently waiting for that dispute to be finalized.
  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: 12/23/2023

  I am rejecting this response because: we didn’t accept the business’s resolution of a 180.00 and change. The job that was done wasn’t worth anymore than 500.00 and that is even more than it was worth. A horrible job was done and we had to regrout our entire bathroom floor, I don’t have a shower stall and I don’t have a hall. Also Stanley steamer website says nothing about the charge for tile only for floors it just states tile. 

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

  

  Business Response

  Date: 01/16/2024

  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 have refunded the amount that was
  originally agreed upon and have responded accordingly to the customer’s credit
  card dispute. We are awaiting the finalization of said dispute.
  
  However, we do not feel as if any further refund is warranted at this time.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer Answer

  Date: 01/17/2024

  I am rejecting this response because: 
  
  This is the worse company I have ever dealt with. I will advise anyone I know not to do business with them nor will I ever use them!

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

• Initial Complaint

  Date:12/06/2023

  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.

  November 20, 2023 Stanley Steamer came out to clean my carpet and treat my wood floors. Everything looked great. However, a few days later when the carpet dried, yellow spots showed up on the carpet. Stanley came back out November 28, 2023 to clean the carpet spots. The installers said if they come back after drying to contact Stanley and ask for Todd. He's been in the business for years and should be able to help. I contacted Stanley and they were going to leave a message with Todd to call me and reschedule a service. I heard back from Kim (who would not give me her last name) and said there was nothing they could do. She said we would have to replace the padding. I explained to Kim the spots weren't there until they cleaned the carpet. The 2nd installers were able to get some of the spots up with the 2nd cleaning. However, there are two to three large spots that did not get resolved. I've used Stanley for years and I am disappointed that they would not resolve this issue. I will not use them again in the future.

  

  Business Response

  Date: 12/13/2023

  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: 12/22/2023

  They left a message. I contacted them back and received no response to discuss. Paul 614-652-2417from corp office left message on 12/13:23  and I called back and left a message but no response back. 
  
  Regards,
  
  
  *** ******

  

  Business 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 consumer concern to our attention. I have contacted
  the Local Management regarding this customer's concerns, and it sounds as if
  this customer is experiencing a carpet spotting problem called Wicking.
  Wicking happens when dirt becomes deeply embedded in the carpet
  backing. When the carpet gets cleaned, as the carpet dries out, the moisture
  from the cleaning moves from the base to the tip of the carpet fibers. This is
  because carpets dry from the tip down, drawing moisture from the backing.
  During this upward draw, previously trapped dirt and soil particles move to the
  carpet surface as well and then are deposited on the tip of the carpet fibers.
  A local Manager is reaching out to the customer to schedule a manager
  visit, we will make one more attempt at helping to alleviate the wicking
  condition the customer is experiencing. 
  
  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: 01/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20970544
  
  
  
  I am rejecting this response because: 

  I received a call from Stanley and they scheduled an appointment for Friday, 2/19/24 at 9 AM for the manager to come to the house.  I made arrangements to be home for the appointment.  I assumed they were a no show since they didn't arrive at 9 AM as scheduled.  I then received a call at 10 AM that they were closing the Cleveland office due to weather.  They should have called me at 9 AM and not 10 AM.  I'm not closing this complaint and I'm moving on to another service to handle my carpet cleaning.   I'm not setting up any future appointments.  This has been handled very unprofessionally. 

  
  
  
  Regards,
  
  
  
  *** ******

• Initial Complaint

  Date:12/05/2023

  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.

  Hired Stanley Steamer to clean our dental office carpet. Came out to clean the carpet. Looked nice but some spots did not come out called them back and rescheduled to have them come back out to work on the spots. They came back out and worked on the spots and within 24 hours. The carpet on the spots was rippled. They came back out to steam clean the spots, but that did not do anything to fix the rippling. When I called to complain, they said that the carpet was delaminated and there was nothing they could do to fix the problem and they would not reimburse me for the carpet. This carpet has been cleaned by other companies with no problem there are multiple reasons for delamination, and they are telling me that it was carpet defect, this carpet has been down for three years and we have had no problem with it even after it was cleaned. Now we are stuck buying new carpet for our dental office with no apology from Stanley Steemer Corporate Offices or reimbursement of our cleaning fee.

  

  Business Response

  Date: 12/14/2023

  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:12/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 20, 2023, Stanly Steamer came to my house to pick up two area rugs and two runners and put patting under each rug. I was charged $1042.97 to clean the rugs (invoice number **********.

  On November 4, 2023, the rugs were delivered to my home by one person who acknowledged that the rugs were not clean, but he continued to put the rugs down and I told him that I was very disappointed with the service and requested my money back (Invoice # *********).

  On November 6, I contacted the company complaining about the poor service and requested a full refund. After not receiving my refund, I contacted them again on November 9, 2023 and an appointment was scheduled for November 13, 2023 (confirmation # *******) for someone to pick up the rugs to reclean. I immediately requested that two people come this time to pick up the rugs.

  On November 13, 2023, only one per came again at 8:04 am (invoice # **********, He stated that it shows two people, but they only sent him). I showed him the spots on the rugs and debris that was all over my floors from the rugs. He contacted his boss and explained to him that the rugs are not clean. I also spoke with his boss and sent him some photos as requested on November 13, 2023. He also asked the worker to take photos which he did.

  After not hearing from him, I sent him another message on November 20, 2023 and never heard back from him at all.

  On November 21, I contacted Stanley Steamer and asked to be transferred to the cooperate office. The representative told me that it states that "Redo completed, no issues" on November 14, 20.23.

  The Redo was never completed because they never picked the rugs up to reclean on November 13, 2023. I do have photos on my camera to verify the dates. 

  

  Business Response

  Date: 12/13/2023

  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 local manager has contacted the customer and has 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: 12/14/2023

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

• Initial Complaint

  Date:12/04/2023

  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.

  One of the Stanley Steemer's service vehicles damaged my car's mirror. I caught the incident on camera and filed a police report on the day of the incident. Also, on the day of the incident, I called the corporate number, and my call was transferred to the local branch that serviced the area. I spoke with the manager and per their request. I sent a text message with the video showing the Stanley Steemer's service damaging my car and a picture of the damage. After providing them with the requested information. The manager has stopped responding to my communications. I have tried contacting the company and filing a complaint, but I am still waiting for someone to reply.

  

  Business Response

  Date: 12/08/2023

  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. If the adjuster hasn't been in contact with the claimant already, he or she will be shortly.
  
  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: 12/10/2023

  
  
  I accept the business's response to resolve this complaint. Their insurance carrier has contacted and I am working with them to repair the damage to my vehicle.
  
  
  
  
  *** ******