Carpet and Rug Cleaners
Stanley Steemer International, Inc. & Corporately Owned Branch LocationsComplaints
This profile includes complaints for Stanley Steemer International, Inc. & Corporately Owned Branch Locations's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 177 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
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Initial Complaint
Date:12/05/2023
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.
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: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: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.
*** ******Initial Complaint
Date:11/28/2023
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.
Date of transaction: 11/17/2023
Amt paid to business: 154.06
What business committed to provide: upholstery cleaning on Sofa
Nature of dispute: Service not as expected/promised by business
Business attempt to resolve: Spoke with Customer Relations support, Nina, on 11/27/23. After going through my concerns, she informed me that she would sent my complaint to HR regarding the inappropriate actions of their technician and would be opening a case to "see what she could do" since I was uncomfortable having them back in my home after the initial interaction.
Stated that the company had a workmanship guarantee and not a moneyback guarantee so they would like to come back out although I expressed that I was uncomfortable.
Communication sent to business on 11/27/2023.
When the technician arrived, we discussed what I was trying to accomplish(clean dirt off a sofa what was caused by a toddler) and the work he would be completing to get the sofa clean. After our discussion, he started the job. Half way through the job, he stopped to tell me that if there was still dirt after the sofa dried, I could take off the pillows coverings and put them in the washer. I was immediately upset because why would I agree to pay $150+ for a service and then after said service is completed, throw my sofa covers in the washer. I could have just done that myself, initially. I decided to wait until the sofa dried to determined if there was an issue and turns out, there was. The technician assured me that he could clean the sofa before beginning the job and that’s the only reason I allowed him to proceed. The after photos were taken on Saturday, 18 November 2033, after the sofa was allowed to dry for 24 hours and as you can, there is very little difference. The technician was very unprofessional. After the job was completed, he offered to take me on a walk. He followed up by stating that he would just plan something and he would “he had my number so he’d lock it in”.Business Response
Date: 12/08/2023
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 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: 12/08/2023
The company has not contacted me since 11/27/2023. On 11/27/23, I spoke with a representative by phone that asked me to provide photos of the better and after of the sofa. I have not heard from the company since I provided the photos.
Regards,
******** *******Business Response
Date: 12/22/2023
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. It was our
understanding that the customer had spoken to a local Manager, who offered to
re-clean the areas of concern at no charge. The customer had relayed to the
Manager that she was unable to take any time off for this re-cleaning until
after new year’s, an agreement was made between the two that she would call
that Manager back after new year’s to schedule the courtesy cleaning.
Since she had indicated to the BBB that no one had contacted
her, the Customer Relations Specialist assigned to her case reached out today
12/22/23 and left a detailed message requesting a return call to discuss the
agreement she made with the local manager.
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:11/09/2023
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.
Stanley steamer came and did my duct vents on 11/7/23and they did not finish the job wanted half my money back and they were rude offered me 60 dollars then offered me 150 they said they would come back out I have talked to five different including corporate people it was there way or the highway I’ve been taken care of my elderly dad I explained it to them that I can’t meet with them again it should of been done the right way the first time they were insulting meBusiness Response
Date: 11/20/2023
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 have contacted the customer and have resolved this matter with a $150.00 refund. The refund was credited back to the customer's credit card on 11-09-23. 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:11/07/2023
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.
Stanley Steemer was hired to clean my floors on November 4. After waiting outside for 4 hours for the service to be complete and the maintenance coat to dry (and after the technician left), I discovered that they did not clean part of the floor area they were hired to clean. I ended up cleaning the area myself, and contacted the business (with photos of the unclean area--literal visible loose dirt still on the floors) and asked them for a partial refund, just for the room they failed to properly clean. The business refused and instead offered a gift card for future purchases, or to come out and reclean the area. The reclean was an unacceptable solution, given I'd already cleaned the floors myself (and the fact that a reclean would require me to miss work on another day to wait for them to come back, and then wait for another 4 hours outside with my dogs and the rest of the family while the floors dried-- it would have been incredibly inconvenient).Business Response
Date: 11/15/2023
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*****Customer Answer
Date: 11/24/2023
The business has not contacted me or left a voicemail, as they claim to have done in their response.
Regards,
******* ****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. A customer Relations Specialists made contact with the customer and offered a couple of resolutions including a courtesy cleaning and a gift certificate. The customer declined those offers and informed the agent that she had filed a credit card dispute.We have responded to the credit card dispute and are currently awaiting the finalization of that dispute.
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: 02/08/2024
Hello,
The company and I have been able to fully resolve this dispute.
You can mark it as closed, and withdraw my last comment.
******* ****Initial Complaint
Date:11/02/2023
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.
Carpet was cleaned on 9/27/2023. Technician told me he didn't come from the office in Bolingbrook although my confirmation was from Bolingbrook. Technician said carpet would be cleaned but that he should set expectations that he didn't think it would look good. I asked him if he wasn't cleaning it because it should look cleaner at least if he cleaned it. He said that he was cleaning it and it would look cleaner. Attached are pictures taken when he was still there. I did not call them back because he didn't think it could be cleaner. I rented my own carpet machine and the dirty water sample is attached. The carpet is clean now after I did it myself. Stanley Steemer keeps telling me they would come and re-clean. I said it's too late it is clean. They say no refunds and it is basically my fault. They asked if I wanted a gift certificate. I said no. I want a refund. They supposedly sent the certificate. I dont have it and will send back because I want a refund. Clearly false advertising. The carpet was not clean after he left. Telling me he has to manage my expectations does not mean it could not get clean. It is clean now. I would like a refund.Business Response
Date: 11/09/2023
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: 11/13/2023
I am rejecting this response because:
He left a message for me I called him back twice. No further contact or communication from them. I would appreciate the opportunity to speak with him. His voice mail said he would call me back in the order received. He called me Thursday 11/9 after 6pm cst. I called him Friday 11/10 at 9 am. I called him today at 10 am before receiving your message.
********
********** *****Business Response
Date: 12/08/2023
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 have contacted the customer and agree to send her a gift certificate in the full amount of her cleaning. 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: 12/28/2023
Hello. Just to followup. My preferred solution was a refund because of the terrible job they did on my carpet. They sent me a gift certificate that I will not use so they feel better but it is not a solution acceptable to all parties. ***** ******Initial Complaint
Date:10/24/2023
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.
The service bill was significantly higher than what was initially quoted. I pointed out two specific areas/stains on my carpets to the technician during the cleaning process, and the stains are still evident after the carpet has dried. Likewise, there was spillage from the cleaning van onto my driveway, which has now left permanent stains.
The website mentioned that furniture would be moved, but, with the exception of one coffee table, my furniture was not moved. I was charged full price for half the service.
On October 13th, Stanley Steemer came out to re-do my carpets. They were to show up at 8 am and did not show up until 11. They proceeded to clean the 3 highest traffic areas, but nothing else. When they left, I used a carpet cleaner in the three rooms they just cleaned and the carpets were still dirty. My carpets are cleaned annually, and two people live in the home - not high traffic. It is very clear that Stanley Steemer did not do the work promised.
Given multiple issues, I asked for a refund. The unexpected increase in the bill, the pressure to provide a tip, the damage to my driveway, the unresolved carpet stains, and failure to move my furniture as promised on the website all warrant a refund.
I spoke with Steve, a general manager from Stanley Steemer, who accused me of having a filthy home and claimed that my carpets were heavily soiled. He went on to assert that it's not their fault that my carpets are filthy, as they did not bring the dirt into my home. Steve mentioned that they would come out for a third time to clean the carpets, to which I expressed my unwillingness to take another day off work waiting for their service. I emphasized that I was not expecting to get my carpets cleaned for free as he indicated, I simply wanted the service I had already paid for. However, because they had already been out twice and failed to meet my expectations, I am not willing to let them repeatedly into my home. ***** advised that I contact the BBB.Business Response
Date: 12/12/2023
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 reclean the entire job for a third and final cleaning at no
charge. The Customer declined this offer.
The customer has requested no further contact from us in this BBB complaint, so
we are not able to discuss this with her further per her request.
Please feel free to contact me with any further questions or concerns.
Sincerely,
Paul C*****Customer Answer
Date: 12/14/2023
I am writing in response to your recent message regarding my complaint, and I would like to clarify that I reject the response because it contains inaccurate information.
Contrary to what was stated in Pauls message, Stanley Steemer did not provide a courtesy cleaning at no charge for the majority of the rooms I was charged for. In fact, only 2 out of the 13+ rooms were re-cleaned without charge. The main issue here is that the initial and second cleaning attempts were unsatisfactory, and I had to take additional time off work for a third cleaning, which was not a courtesy service but rather an attempt to rectify the previous subpar cleanings. Furthermore, I must emphasize that my decision to request no further contact from your business was a result of the manager's rude and insulting behavior during our interactions. It was not solely due to the declined offer for a third cleaning.
Additionally, I want to underscore a crucial safety concern that arises from the solution propose for a third cleaning. As a woman, being home alone for a third time under these circumstances is not an acceptable or safe solution. It is unreasonable to expect me to take time off work and potentially compromise my safety for a service that should have been performed satisfactorily in the first place.
I would appreciate a more accurate representation of the situation and a reconsideration of a more suitable resolution. If you have any further questions or concerns, please do not hesitate to reach out to me directly.If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Regards,
**** ******Business Response
Date: 01/03/2024
Please be advised we are in receipt of the above-referenced consumer complaint. We have contacted the customer directly and left a message requesting a return call to discuss this matter further.
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: 01/30/2024
********************* <*********************>
8:53 AM (2 hours ago)
to info
Good morning!
It seems that my complaint was marked as closed, but the issue remains unresolved. According to the company, they attempted to reach out to me. However, I was away on vacation during the first week of January and did not receive any messages or missed calls. Could you please guide me on how to reopen this complaint?
Thank you!
*********************Business Response
Date: 02/28/2024
To Whom It May **************** Please be advised we are in receipt of the customer's rebuttal.
We called again today and left another message; it is her voicemail because her name is on the outgoing message, and it sounds like the voicemail is working properly. Unsure as to why she is not receiving our messages,but She may reach the customer relations department at **************, any of our Customer Relations Specialists will be able address her concerns with her.If she would prefer, she may contact me directly at the number listed below.
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: 03/07/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20774375
I must respectfully decline this response as it is not truthful. I have not received a voicemail from Stanley Steemer, and there is no documentation of missed calls. Considering the prior verbal attack on my character, I firmly believe that handling this matter via email is the most appropriate and effective communication method. There should be no necessity for Stanley Steemer to discuss the matter with me verbally, especially given the previous incident where my charachter was attacked. Please feel free to communicate any additional details or concerns via email, and I assure you they will be promptly addressed. Thank you for your understanding.
Regards,
*********************Customer Answer
Date: 04/06/2024
Hello! Thank you for your email.
No, I haven't received any follow-up at all from Stanley Steemer. My complaint number is 20774375.
Sincerely,
*********************
Business Response
Date: 04/10/2024
To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
Please be advised we are in receipt of the customer's rebuttal.
We called again today 4/10/24 and left another message; it is her voicemail because she says her name is on the outgoing message, and it sounds like the voicemail is working properly. Unsure as to why she is not receiving our messages, but She may reach the customer relations department at **************, any of our Customer Relations Specialists will be able to address her concerns with her. If she would prefer, she may contact me directly at the number listed below.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 **************** ****************
P ************Customer Answer
Date: 04/29/2024
---------- Forwarded message ---------
From: <*********************>
Date: Sun, Apr 28, 2024 at 12:13 PM
Subject: Complaint ID ********
To: <*******************************************>
Dear Better Business Bureau,
I am writing in reference to the complaint ID ********. I did receive a phone message from *********************, and he asked that I return his call despite my repeated requests for written communication only. This ongoing issue has been a significant inconvenience, especially given my frequent work-related travel. For example, I recently received another voicemail while I was out of town, further delaying my ability to respond and address this matter promptly.
In the past, I explicitly informed the company's representatives that all communications should be conducted through writing. Unfortunately, they have not honored this request. My attempts to resolve this verbally were met with inappropriate conduct from a customer ********************** representative last fall, leaving me unwilling to engage in further telephone conversations.
The persistent disregard for my communication preferences and the unprofessional behavior I experienced are both unacceptable and frustrating. This situation has been dragging on for far too long, and it seems unreasonable that the company cannot adhere to a simple request for written correspondence.
I respectfully ask the Better Business Bureau to intervene on my behalf to ensure that this issue is resolved appropriately and that the company respects my wishes for written communications only.
Thank you for your attention to this matter.
Sincerely,
*********************Business Response
Date: 05/09/2024
To Whom it May ***************************** sent this customer to following email today:
Hi *****************,
I am reaching out regarding the complaint you had filed with the BBB.
I see that you are stating that you have not received any calls or voicemails from me. I am not sure why that would be the case as it is your voice saying your name on the outgoing message on your voicemail.
The number I am calling is ************ the phone number I am calling from is **************.
All I have to go by is what I can see in the system and your statement on the BBB complaint. No one on my team or myself has had the opportunity to discuss this with you directly.
I would like to schedule a phone call with you so that we may be able to go through all the details of this matter with and come to a mutually agreeable resolution.
Please let me know a day and time that works best for you.
Warmest Regards,
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ****************************************************
P ************Customer Answer
Date: 05/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20774375
I am rejecting this response because: I have consistently requested that our communications be conducted through written correspondence rather than over the phone. My decision is based on previous interactions during which I felt verbally attacked and was told I am dishonest. During that conversation, it was also suggested that I contact the Better Business Bureau (so I did), and comments were made about the condition of my home and carpet that I found both inappropriate, and untrue.
Given this previous interaction, I believe that maintaining our dialogue in written form would be most conducive to a constructive resolution. I want to ensure that there is a clear record of our communications and will help in addressing the issues at hand more effectively.
I appreciate your willingness to resolve this matter and look forward to your understanding and cooperation.
Regards,
*********************Business Response
Date: 06/12/2024
Sent this email to ***************** today:
Hi *****************,
For concerns involving the cleaning service we typically address those matters through service. If a courtesy cleaning is not an option we would typically offer a gift certificate to use towards a cleaning at a later date.
It is my understanding that a manager offered to come out to clean the driveway but that offer was declined. Have you had the driveway cleaned? If so do you have a receipt for that cleaning?
Best Regards,
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************ ************************Business Response
Date: 06/12/2024
This would go a lot faster if we were able to have a phone conversation.
Customer Answer
Date: 06/24/2024
Hi,
To my recollection, there was never an offer to clean the driveway, and therefore, it was not declined. What was communicated to me after it occurred was that spillage happens and that it is not the responsibility of Stanley Steemer.
I specifically called Stanley Steemer the week before cleaning my carpets to inform them that my driveway was being sealed and to inquire if this would be an issue. I was assured in no uncertain terms that it would not be a problem, as spillage is contained to the truck/van. Based on this assurance, I proceeded with scheduling the service.
I have not had the driveway cleaned by another service as I was awaiting a resolution from Stanley Steemer. This complaint has gone on for far too long, and a resolution would be greatly appreciated.
Could you please review the details of our previous communications and let me know how Stanley Steemer plans to address this matter?
Best regards,
*********************Initial Complaint
Date:10/10/2023
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.
Date of service: October 3, 2023.
Paid $671.77
Service was to include cleaning and deodorizing (extra $300 charge) 2 small bedroom rugs, 1 sectional couch, and 9 dining room chairs.
The technician told us he got some stains out of our chairs but left new stains.
The cleaning and deodorizing of the sectional couch and rugs came out terrible. They smelled and looked identical to before they got here. No deodorizing at all, not any more clean either.
I called and emailed and left a review. I haven't gotten a call back after escalating my complaint to a manager. That manager never called me.
They refused to refund me my money.Business Response
Date: 10/18/2023
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: 10/18/2023
Nina from customer service said she does not issue refunds and asked for pictures again. I emailed more pictures. I would like a refund of the entire amount for dissatisfied service and a waste of time, money and a lot of stress and duress.
Regards,
******* ******Business Response
Date: 11/02/2023
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.
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 need be.
When the local manager reached out, this customer was offered a courtesy
cleaning at no charge. The customer declined the courtesy cleaning. She was
then offered a courtesy cleaning along with a manager visit. She declined this as
well. Since we could not come out to address
her concerns and had no way to determine if a refund was warranted the local
manager offered her a $150.00 gift certificate as a gesture of customer goodwill.
She declined this as well and demanded a full
refund.
The customer did send us pictures of her concern areas. The only
areas of concern in the pictures were the dining chairs. We have no way to know
if what we are seeing in the pictures are permanent stains or something that
could possibly be removed through service. This being the case, along with the
fact she will not allow us to come back out and in the interest of customer
service we offered to refund the amount she paid for the dining chairs to be
cleaned ($170.10). She declined this also.
We are still willing to come out to reclean anything she has
a concern with or to refund the amount she paid for the dining chairs.
We feel that a reasonable attempt was made to address the customers concerns
and therefor do not feel as if a full refund is warranted at this time.
Please feel free to contact me with any further questions or concerns.
Sincerely,
Paul C*****Initial Complaint
Date:10/03/2023
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.
Extremely poor service and equipment breakage in the middle of the job. First and foremost, the chemicals were left on the carpet for nearly an hour while the truck's vacuum system was repaired. Likely the carpet was damaged beyond repair due to this mishap. This complaint needs to be left open until the rug dries and ultimate damage is assessed. Second, the time of arrival was over one hour late causing us to reschedule other services we had planned for the day. Finally, when we scheduled service initially, we told them what wanted cleaned. When they arrived, they could not clean one of the area rugs. That should have been told to us right up front when we initially called. That also raised our price per carpet because we fell below the minimum.
While the technician was at our home, I asked for the name and phone number of his supervisor. I phoned Anthony and explained the situation to him. In summary, he could care less. He would waive our charges or even offer e discount for the major inconveniences we encountered. And he generally ignored my concern about the chemicals on the carpet for a long period of time. I ended the conversation by saying I would be filing a report with the BBB.
Besides potentially paying for the replacement of the damaged rug in the master bedroom because of the chemicals, I am seeking full reimbursement of payments made $139.00.Business Response
Date: 10/18/2023
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 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: 10/18/2023
I did receive a call from a representative of the company offering me future credit on services. The representative said they would mail me the future use credit but I have not received it. But, as the poor service of Stanley Steemer was the issue in the first place, I have reconsidered using this credit.
Regards,
***** *********Business Response
Date: 11/02/2023
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.
On October 5th, a Customer Relations Specialist reached out to
the customer. At that time, his concerns were related to how he felt a local
supervisor managed his concerns and a $30.00 discount that he felt should have
been applied to his cleaning.
The Customer Relations
Specialist explained that there is an order minimum and that no discounts may
be applied that would bring the order total below the order minimum. This is
why the $30 discount could not be applied after it was determined that one of
the area rugs could not be cleaned and was subsequently removed from the order,
lowering the order total. She apologized for his experience and offered to send
him a $75.00 gift certificate, he readily accepted this resolution.
The $75.00 gift certificate
was mailed out the very same day, 10/05/23.
We feel that a reasonable attempt was made to address the
customers concerns and therefor do not feel as if a refund is warranted at this
time.
Please feel free to contact me with any further questions or concerns.
Sincerely,
Paul C*****
Stanley Steemer International, Inc. & Corporately Owned Branch Locations is BBB Accredited.
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