ComplaintsforStanley Steemer

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had carpet cleaned on July 5, 2022. Did a good job until they got to the last room, which is my guestroom and is never used. They absolutely ruined the carpet in that room. We had removed old beds and there was red stain where the feet of the beds had sat on the carpet for years. There is no doubt that red stain was spread all over my carpet. I think they tried to get rid of it and then some of the carpet turned green. Stanley tried to remedy the problem with a second cleaning and nothing changed. They wanted to blame us, saying we had pretreated the carpet. There was nothing to pretreat prior to their disaster. Photos and a report were sent by the Huntsville office to their corporate headquarters. They offered to refund what we paid to have that one room cleaned. The carpet is going to have to be replaced. The refund will not be accepted. I also have photos on my phone to show the damage that was done.

  

  Business response

  08/18/2022

  Upon inspection by our branch manager it was determined that 18 years of carpet being covered by a bed (a bed that left furniture stains when removed by the customer) had no effect on the cosmetics of the carpet and that our cleaning led to the discoloration,
  
  We cleaned other areas of this house, same style and age as this room with no issues. 

  There is no way we can change the color or discolor carpet. We use water soluble, bio degradable products, there is nothing that would cause discoloration

  In Good Faith ******* offered  to pay her back for the cleaning of that room, she said “well I guess I’m going to have to go on facebook” and hung up on me. 

  Our offer remains, providing any negative comments or reviews to social media are removed, that we will refund $52.50 for the cleaning & protection in that bedroom.
  

  Customer response

  08/20/2022

  I am rejecting this response because:
  
  Sincerely,
  
  

  Customer response

  08/24/2022

  Having my lady who cleans my house be absent for the past couple of months and return this week, she could NOT BELIEVE how the carpet had been ruined.  I do not know how to send pictures from my phone to you, but I would like to know what  Stanley S. sent to their corporate headquarters.  Yes, the carpet is old, but we have taken good care of it.  We have it throughout the entire house.The bedroom carpet in question no doubt was ruined by their process.  An apology would be nice.  Of course, I did not post on social media.  Their response was unacceptable.

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