Complaints

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:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am aware that you paid for carpet cleaning. Unfortunately the carpet cleaners absolutely soaked the flooring and did not ventilate. This causes mold growth and if I had not properly deep cleaned and applied antimicrobial to it, I would have had to charge you for a full replacement. We did not do the carpet cleaning in-house. My cleaners made me aware and I then hired a company to come in to see if we could save it. Beyond the carpet clean we did have deodorizer applied for the odor. I only had 2 units that we had to reclean after the tenants had it completed and unfortunately yours was one of them. I suggest reaching out to Stanley Steamer to get a refund.

  Business Response

  Date: 10/28/2024

  Hello, This is *** with Stanley Steemer. I am a manager at our **********, ** location. 

  We have received the complaint today regarding our company absolutely soaking the carpets at ********************************************************************** 

  This is the first time we have been notified about this issue. The cleaning was completed on 7/12/2024. 

  If there was an issue with our company over wetting the carpets, why wouldn't someone reach out to us as soon as they knew there was an issue?

  Along with carpet cleaning, we also perform water restoration services. I, myself, am certified in applied microbial remediation, water damage restoration, and applied structural drying with the IICRC. 

  If we were notified about over wetting the carpets in a timely manner, we would have inspected the the jobsite and determined if there were any damages.  

  We were never notified by the customer (******* *******) or the apartment complex about any issues with the cleaning. 

  We contact the customer after the service to make sure they are satisfied with the job. 

  We were never notified that the carpets were over wetted or that there was any issue at the job site.  

  Is there any proof that we over wetted the carpet? (pictures, moisture readings of the affected materials, or atmospheric readings after the cleaning ? 

  I don't understand why the customer or the complex didn't reach out to us about the issue when it was noticed. 

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I submitted my receipt for the cleaning to Westside Village Apartments and they determined that the cleaning was not satisfactory.  They claim that they called the business to advise that there was still an odor in the apartment.  I'm stuck in the middle.  In my rental agreement I was told if I had the carpets professionally cleaned I would not be charged a cleaning fee.  I've now been charged for both having them cleaned and a cleaning fee was taken from my deposit.  
  

  It's not fair to me to pay for the carpets to be cleaned twice.  I've also submitted a complaint against Westside Village Apartments.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 11/04/2024

  Dear *****, 

  I am responding to the information you sent me concerning complaint # ********. After further investigation, we have no record of anyone calling or communicating any unsatisfactory work concerning the cleaning performed by our company on July *******. The tenants did not communicate any concerns. Nor did anyone from **************** communicate to us with any concerns. As per the information provided by the tenants, this apartment had many sources for odor and had requested repairs for mold related maintenance issues before we completed work at the property. We do not penetrate the padding or flooring with our cleaning process, so carpets typically dry within 24 hours with our cleaning method. I am certified by the ***** in water and mold remediation, as many of our staff are. Mold does not grow in environments where the carpet is simply cleaned. It would have to be wet much longer or have an ongoing source of moisture. I do not see any invoice submitted to the tenants providing any evidence that anyone followed our cleaning with any additional work. Many companies in the carpet cleaning industry do not operate in ethical terms. The charges that are mentioned for service including deodorizing seem exorbitant. Unfortunately, it appears the rental company is not qualified to determine the source of odors in this apartment. I would be interested in knowing what training was completed concerning water and mold remediation by the person making these claims. It appears they were not interested in resolving the odor complaint from the tenant previously, until they charged $500 on their security deposit, trying to blame our company. Unfortunately, I hear of these unethical activities constantly from individuals that are treated unfairly concerning security deposits in the area. Stanley Steemer cleaned the apartment correctly. There was no complaint concerning the cleaning until two months later when the tenants were charged for the carpets by the management company. I believe the management company should be asked to refund this money concerning the carpet cleaning and unfounded claims concerning odors. 
  

  *** Traxler 
  President 
  ******** dba Stanley Steemer 

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is the invoice provided by ***************** for the additional cleaning of the apartment.  They have blacked out line items for other apartments.  I've also included the itemized list provided to us by ***************** apartments.
  
  Regards,
  
  ******* *******