Complaints

This profile includes complaints for Steamy Concepts, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steamy Concepts, LLC

  5575 S. Houghton Rd Tucson, AZ 85747

  
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  Steamy Concepts, LLC

  2125 S 48th St Ste 101 Tempe, AZ 85282

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:03/21/2024

  Type:Product 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.

  In January 2024, my house at *** * ***** ***** *** ******* ** ***** has a kitchen water leakage lead to water damage to the cabinet and dry wall, causing mold. Steamy Concept came over to mitigate the water damage and mold treatment. During the disseamble of the granite countertop, they broke the countertop. Once their work is done, My insurnce company SafeCo paid them full amount of $7400 for their work. But SafeCo told me they are not responsible for the damaged granite countertop because of Steamy Concept's work. Now I have to pay myself $2400 cost for replacing it. I contact Jason Lavetter but he said SafeCo should pay for the cost. I am asking BBB to help me on resolving this dispute.

  

  Business Response

  Date: 03/26/2024

  This is unfortunate.

  Mr ***** had a mold problem at this home requiring removal of the countertop and then cabinetry in in his kitchen. Mr ****** insurance carrier accepted this claim and has paid out monies to cover this claim.

  Prior to commencement of removal, my manager Jason stated to Mr ***** that the materials we are removing may break during the removal process as a direct result of the restoration process but not due to negligence. Building materials are usually nailed, glued and screwed in for permanent placement, not to be removed and re-used. This was the case with the countertop although we tried to remove it without it breaking.

  The contract that Mr ***** also signed stated this clearly. 

  It is our experience in these cases that as long as the initial cause of loss is covered by insurance, most insurance carriers understand and expect non negligeable breakage to occur such as cracked countertop, tile etc and in most cases pay for the repair or replacement of these items.

  In fact, I have never had any countertop company agree to attempt to remove solid surface countertops without first signing a breakage waiver. Even the granite companies know this isn't likely going to remove without breakage.

  I believe Mr ***** is owed this repair by his insurance carrier and that his insurance carrier has a duty to pay for this repair.

  Customer Answer

  Date: 03/26/2024

  I am rejecting the Steamy Cincept's argument, their excuse is not valid for their careless treatment that cause my granite countertop just installed 1 month ago. The crew is very harsh during their  removing process, and I heard that they said his insurance will pay for it. Besides this, Jason is very difficult to be reached, I called him several days and he never pick up my phone I ne calls. I don't know what the next step is, no one has explained me when they will get back. The insurance paid Steamy Concept $7400 for their work in full, but they refuse to be responsible for their action. I regret deeply of using this business, and warn other customers to be really careful when choosing business. My insurance has agreed to pay me  this loss caused by Steamy Concept. They will take legal actions to collect the money from Steamy Concept. 

  

  Business Response

  Date: 04/03/2024

  I believe that Steamy Concepts did what we were hired to do. Further, we warned the client of the risks associated with removing material that was not built to be removed and explained that breakage could occur of the countertop specifically. Please see the "Hold Harmless" language in the contract that Mr ***** signed. We were not negligent in the mitigation process and are well qualified experts in our industry.  We stand firm that we did nothing wrong and that the breakage of Mr ****** countertop was due to it being installed "permanently" before we removed it and not installed in any manner where it could be removed and replaced. Again, we warned of this before we did the work. These types of countertops are glued down permanently and epoxied together at seams. The sink faucet holes are drilled after installation and further weaken the countertop making successful removal even more unlikely. We tried our best and honestly have never seen an insurance carrier deny repair for this type of circumstance unless the insureds policy specifically excludes coverage which I have also never seen.

• Initial Complaint

  Date:01/03/2024

  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 had a water leak in my kitchen. I hired Steamy Concepts to come out and fix the damage. I was told by Steamy Concepts that they work with my insurance company. At no time has my insurance company indicated that they would not work with Steamy Concepts. This is being processed through my insurance policy but Steamy Concepts refuses to provide them with information that they have requested (ie: asbestos test results, lead results). I am now questioning did they really do the asbestos tests, lead tests and mold test. My insurance company will not pay the claim until they get this information and have requested it several times as I have. They are not responsive to phone calls or emails. They have actually lied to me telling me they have sent information to the insurance company when they didn't (I have proof to support this from myself and my agent). The bill is still pending until they provide the documentation.

  

  Business Response

  Date: 01/10/2024

  We are unsure where this complaint is coming from. We have been very thorough and we included **** ***** and State Farm in all emails as well as the documents in question. Of course there have been business holidays and the insurance companies staff has been difficult to reach. We did send out the additional requested items on 1/4/24. See attached

  Customer Answer

  Date: 01/13/2024

  While it has finally been resolved as of 1/9/24 - it took over two months for them to get my bill finalized for the insurance company.  The company originally sent a response to my insurance company on 1-2-24 that was inappropriate.  They refused to provide the information to the insurance company and demanded full payment.  This action forced my insurance company to refuse to pay the full amount without the documentation needed to pay the full claim.  So they only paid a small fraction of the full cost.  After numerous phone calls to both the insurance company AND Steamy Concepts they finally sent the requested information, but it was quite an effort on my part, my insurance agent and the claims department with my insurance company.  No customer should be having to make this much effort to get a completed bill with the appropriate information to their insurance company.  The work was actually completed by 11-22-23.   There was only 2 holidays during this time period - Thanksgiving Day and Christmas Day - I am thinking that since they are a company that operates 24 hours per day - 7 days per week and with the attempts made by myself, my agent and the claims department with my insurance company over that time period it should have resulted in a more timely response.  As a result - I am now living without 1/2 of my kitchen since I could not afford to move forward until this portion was complete.  Customers need to know that they can depend upon a company and that they will respond in a timely fashion rather than whenever they can get around to getting the paperwork done.  As for the job itself - that was less stressful (having the kitchen torn up) than getting a final bill from them.  Most people tell me it is the other way around! 

  

  Business Response

  Date: 01/17/2024

  We strive to do the very best that we can to achieve timely results, Unfortunately this is a process that requires alot of time to communicate with all parties involved and to compile all documentation needed for accuracy.

  The work was done quickly and efficiently

  Nothing was ever refused that I am aware of. If there is any documentation showing that we refused to provide any of the requested documentation please attach that. 

  The client states we were complete on 11/22/23 yet the previously attached signed certificate of completion is dated 11/27/23.

  Billing usually takes a couple of weeks to get the completed file into our billing analysts and fully reviewed for accuracy and then submission to the home owner / insurance carrier. This was submitted on 12/14/23.

  Additional requested documentation was sent on 1/4/24 as previously stated. 

  My understanding is that we initially were not certain if this was going to be submitted to an insurance carrier or if the customer was going to pay for it themselves. If this was the case then it would explain further delays.

  I understand the frustration during this process but I assure you we have done our best to provide our services and work with the client and their insurance carrier.

• Initial Complaint

  Date:01/02/2024

  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.

  We had Steamy Concepts come to our house to steam clean our kitchen and one bathroom. While doing the kitchen the tech banged his machine into the toe boards all around the cabinets, We just spent a large sum of money to have all the cabinets painted. Then while going to the bathroom he drug the big hose through the house and hit an antique table leg and took off a 3 inch piece out of the leg We asked him if we should move the table and he told us no it would be fine. Even after all that he never told us of any of the damage. When he left we went into the kitchen to check it out and saw the toe boards and the antique table in the hall that had the piece of wood laying beside the table. We called the supervisor to report the damage and he came to the house a week and a half later, took pictures, and walked out past us and said " I will see what a supervisor will say and get back to you ". When he left besides acting like it was not big deal he was quite rude. Now after almost a month we have not heard anything back from them

  

  Business Response

  Date: 01/08/2024

  We have been communicating with Mr Travis directly and are working to resolve his concerns.

• Initial Complaint

  Date:11/18/2023

  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.

  They have a flyer that states “three rooms for $99. I called to book an appointment and told them I had the coupon. They told me to present the coupon to the employee when he came to clean the carpet and I would pay $99. When I told the employee I had the coupon he said there was an additional charge and it would cost $115.

  

  Business Response

  Date: 11/20/2023

  We are very sorry for the misunderstanding. The coupon that the client attached to the complaint does state what is included and clearly says "Call for details. Some Restrictions Apply". Our standard practice when booking any cleaning appointment is to disclose the environmental fee for waste disposal. According to Mr. Baker he was not told this when he called and scheduled. Further, a booking confirmation email was sent out of our system explaining this $15 environmental fee that we charge and why. We are investigating this internally and will take necessary measures to ensure full transparency with our clients at all times. Mr Baker called our office on the service date while the cleaning technician was still onsite inquiring about the fee and our office confirmed it and then Mr. Baker Asked our technician to leave. Today, our office manager contacted Mr Baker and offered to go back to the home and clean his 3 rooms at no charge for customer service purposes to make up for any misunderstandings and Mr Baker declined. I do not know what else we can do to satisfy Mr Baker at this point however we are still willing to clean his 3 rooms at no charge to show good faith.

  Matt Horn - Owner

  Customer Answer

  Date: 11/23/2023

  The point of my complaint is to alert consumers that Steamy Concepts isn’t up front with their mailings and phone reservations.  I specifically asked the representative when booking my appointment if they would honor the $99 coupon and if this would be my final cost.  His response was YES.  
  After I booked the appointment I did receive a confirmation and in the small print it mentioned an additional environmental fee.  
  I’m not complaining to get something out of it.  I want Steamy Concepts to be honest right up front so when booking this service you don’t have to wait for their cleaning Rep to show up and then be forced to either refuse service or pay more money.  Steamy Concepts, I hope you change your advertising to reflect what the customer will really pay.  Don’t side step the truth by saying “some restrictions apply” and spring these restrictions on your customers at the time of service.

  Fair and honest advertising means a lot.  I DO NOT recommend Steamy Concepts to any future customers.

• Initial Complaint

  Date:09/20/2023

  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.

  I called and requested a steam cleaning. Two technicians showed up at the house on Tuesday September 19, 2023. I showed them the area to be cleaned and gave them the coupon that advertised two rooms up to 300 square feet for 99 dollars. (Advert uploaded in this complaint.) My kitchen and little hallway is under 300 square feet. One of the techs measured my kitchen and small hallway and stated that yes it was under 300 square feet. Then they said that it would cost over 200 dollars. I feel that this was an attempt to bait and switch. We called the company and gave them our complaint, The person answering the phone said that a supervisor would call us. No one called. I have had them out before to do this exact same area and was only charged 99 dollars.

  

  Business Response

  Date: 09/28/2023

  We have reviewed this complaint and spoken with the customer. There was a misunderstanding previously and it has since been resolved.

  Customer Answer

  Date: 10/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20633941, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Jacqueline Johns
  
   
  

• Initial Complaint

  Date:06/22/2023

  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.

  Steamy Concepts performed the drywall repair for our ceiling because a water pipe leaked. There is a dispute between USAA and Steamy Concepts because our insurance adjuster wants more justification in order to pay the remaining balance of 380.85. Steamy Concepts refused to provide the additional justification and is threatening us and says it will send us to collections if we don’t pay the remaining balance by COB **** and we will be responsible for attorney fees, interest, and any other financial penalties on top of the account balance.

  

  Business Response

  Date: 06/29/2023

  I have tried calling the BBB office several times to discuss prior to responding to this complaint and cannot get anyone to answer. I have also left a message with the BBB to call me to discuss this matter as I do not believe this complaint falls in line as a formal complaint for the BBB. Please have a BBB representative contact me directly at ************* ** *** ***** ** ************************ 

  

  Business Response

  Date: 07/06/2023

  Its unfortunate that our customers don't always know the level of communication that we have with their insurance carriers. In this case, Steamy Concepts kept in regular touch with the insurance carrier and the client. Unfortunately the clients insurance carrier did not respond in a timely manner which forced the company to direct collection efforts to the client. This matter has been resolved and the invoice is paid in full with a zero balance. We tried to communicate this to the customer via telephone but we were hung up on.

• Initial Complaint

  Date:03/02/2023

  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.

  Steamy Concepts gave me an estimate for removing the drywall and most other items in the kitchen. He insisted most of the appliances, counter top and cabinets had to be removed to fix the leak and dry out the wet areas. It did not make much sense to remove all these items. A few days before work started, I discussed with the 'Project Manager' our concerns regarding the questionable nature of the extent of proposed work as described in their estimate. It was agreed that removal of items other than the drywall will be done only if warranted. On 1/28/2023 workers came and started to demolish the cabinet bottoms ('toe kick'). I told them to stop the destructive work. Upon my insistence, they called their 'project manager'. The project manager directed them to open the drywall and not to remove any more items. After a section of the drywall behind the sink was removed, the leak was located in the plumbing pipe as expected (Exhibit 2). My insurance with State Farm has a $2000.00 deductible. Steamy Concepts submitted a claim to State Farm not only for the work they did but also for all the items they had included in the estimate. State Farm rejected Steamy Concepts' claim due to unreasonable rates and billing for work not performed (Exhibit 1). Steamy Concepts requested payment of $3373.62 via email without any details (Exhibit 3). After repeated requests for a breakdown of charges they reluctantly emailed a copy of the complete invoice (#14446). State Farm is not fully reimbursing me for this loss because of unreasonable charges (Exhibit 1) and charges for work not performed. We have requested Steamy Concepts to remove the items from the invoice for which no work was performed (Exhibits 4 and 5). We have not yet heard from them. Resolution is to remove charges for items 17 through 26 (Exhibit 4). Total billed for these items is $895.60. This amount should be abstracted from their invoice amount of $3373.62. Correct the invoice and resubmit it to the customer.

  

  Business Response

  Date: 03/07/2023

  We are investigating the details of this complaint and working with the client to find a resolution.