Complaints

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

close

Find a Location

Stanley Steemer has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Stanley Steemer

  1757 Benbow Ct Apopka, FL 32703-7730

  
• 

  Stanley Steemer

  939 Alexander Ave Port Orange, FL 32129-3449

  

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:10/23/2024

  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.

  Service Date9/25/2024 Invoice #******* Customer #******* On 9/**/2024, during a scheduled air duct cleaning, Stanley Steemer workers damaged our HV** system. When we called Stanley Steemer to report the damage and inquire about resolution, we were told a manager would come assess the *********** is the invoice info for the visit by Stanley Steemer to assess the damage:INVOICE DETAILS Service Date10/1/2024 Invoice #******* Customer #******* We were told a manager would assess the situation, however the same man who cleaned and damaged the ducts returned. His repair attempts consisted of minimal layers of venture taping. When we informed him of the issues of no air reaching the 2nd floor of the house, and the ** constantly blowing without cooling the house, he offered no opinion of diagnostics or resolution. He did say "I have no idea" about the defects we were experiencing. When we asked the Stanley Steemer Employee what to do, he said to hire an ** service to see what is wrong. We followed the advice, received significant diagnostics, and had our home ** system *********** communicating with regional manager **** *******, I asked to speak with his boss as the communication with **** was me telling him information, including the diagnostics, reports and receipts, and then his response of he must talk to his boss. That back and forth led me to ask for his boss's contact, which he refused to provide. We expect Stanley Steemer to pay in full for the damage caused, and a refund of the air duct services. At this point, the local franchise has been unresponsive for 1 week. The corporate office said the franchise has to resolve the issue. As you can see I am out over $4,000.Your assistance is greatly appreciated.

  Business Response

  Date: 11/04/2024

  On 9/25/2024 Stanley Steemer cleaned the air ducts at **************************************  The crew used a process of compressed air and a truck mounted vacuum system to remove dry dirt, dust and debris from the duct lines.  In order to hook up the vacuum system the crew had to make a cut into the plenum to attach, it was noted as they cut into the plenum that it had previously been cut into and that it was somewhat brittle, according to our crew members they made the client aware of this; our crew performed the services and closed out the job.
  
  On 9/30/2024 the client called in to state that the patch in the plenum that the crew did had come loose and air was escaping, a follow up appointment was scheduled for 10/1/2024 and we sent the same crew out and they repatched the plenum as best we could but communicated to the customer that they may be in need of having the plenum rebuilt and should seek an ********** for that, the reasoning is because it had been cut into previous times so the integrity of the plenum was starting to wear.
  
  On 10/2/2024 our manager **** ******* spoke to the client and the client informed us that they got a quote from an ********** to repair the plenum she stated this should be our responsibility, during the conversation **** informed her that we did send someone back out to repair the patch that had come loose and was not sure that further repairs would be needed for the patch, but requested that the quote be emailed to him for review and as a company we would see if any of the issues in the quote were related to duct cleaning services at which point we would determine if any further work or compensation would be provided by the company.  On October 2 the client did not send the quote for repairs but rather on October 3 sent a paid receipt for rebuilding and modifications of duct work and plenum; Stanley Steemer was never given any notice or time to determine if this was due to any fault of our own, nor were we given the opportunity to speak with or seek out a third party for confirmation that this would be our liability, the customer was seeking compensation for $4000 in AC duct repair / rebuilding work.
  
  Once the invoice was received we did have it reviewed by a 3rd party ********** and it was determined by them given the nature of the original concern that the cost for this repair was absorbent, **** ******* contacted the customer and notified them that we would not be compensating them $4000 for those repairs but in good faith would offer a refund on the services paid $730.00; the customer wanted to be refunded for the floor cleaning $567.90, additionally the duct cleaning $730.00 and for the ********** they hired without any communication with Stanley Steemer $4000. Due to the circumstances and the nature of the client stating they were going to pursue things legally and through the courts we ceased communication and did not refund any monies since a mutual agreement could not be met.
  
  Stanley Steemer has been in business for over 70 years, and we have been locally owned and operated for almost 45 years; it is within our best interest to ensure customer satisfaction but in this case given the position of the client our hands are tied.  Stanley Steemer maintains the position that if the customer felt we were responsible for the damages they are claiming we should have been given the opportunity to have the system inspected and recourse determined or at the very least been in contact with the company that was hired to perform this service none of which we were privy to but are being expected to provide compensation for.

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22463967
  
  I am rejecting this response because:

  The company is falsifying their response.

  On 9/25/24 the crew did not communicate to me that our plenum was brittle.  They are stating it was cut into before.  We just had our house inspected (see attachments) and there was no concerning components of the plenum or ducts.  This is 100% dishonest and inaccurate.

  On 9/30/24 we did not call in to state the patch the crew did was loose and air was escaping.  They have their calls recorded, this can be reviewed.  We said they told us they damaged our system and the system is not working.

  On the day the crew came back, 10/1/24, they did not mention anything about the plenum being cut into before.  In fact when we said why isnt air coming out on the 2nd floor the crew said I have no idea.  We asked the crew what to do and they said get an ********** to look into it.  There was no follow up from management.  There was no direction.  We were left to get it repaired on our own without any further advise from Stanley Steemer.
  

  Stanley Steemer is stating they had no time to review the quote and determine if it is their fault.  **** ******* gave no instruction or steps.  He was non responsive and avoidant of accountability.  

  The receipts and reports given to Stanley Steemer were detailed.  They had the **********'s phone number if they wished to speak directly with them.

  Stanley steemer is justifying discontinuing all communication with us, and not following through on the service refund as we mentioned we will have to pursue legal action if they continue to remain silent and unresponsive.  As a customer to a company that caused damage, legal pursuit is inevitable and not an excuse to not refund at the very least the service of the air duct "Cleaning".

  As their response mentioned, they have been in the industry many years.  The denial of professionalism, accountability, and responsibility is not reflective of a company of such history.  

  Stanley Steemer is claiming they did not have time to review and insert their opinion as to the damage being caused by them.  A convenience to them, but not to the homeowner left with a damaged system in the middle of ******* hot and humid weather.  Moreover, no contact was made by management.  No direction given.  No guidance.  Therefore, we were left to fix our AC on our own.  We have 2 babies.  We intended to get our ducts cleaned for our family moving into our new house.  We understand mistakes are made, accidents happen.  Stanley Steemer is pursuing a dishonest and completely inaccurate approach.  

  Sincerely,
  
  ***** **********

  Business Response

  Date: 01/20/2025

  Our position remains the same-We offered a refund of the Air Duct Cleaning cost in good faith of $730 which is more than enough to cover the cost of patching the plenum. The customer refused wanting more. We are not responsible for anything more than patching the plenum. Our offer still stands.

  ****** ********-*********

  Corporate Manager

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22463967
  
  I am rejecting this response because:

  Our position remains the same-We offered a refund of the Air Duct Cleaning cost in good faith of $730 which is more than enough to cover the cost of patching the plenum.
  A refund was not offered.  They avoided communications with us because when they were unresponsive we said we would have to take a legal route if they continued to not respond.
  A response from **** ******* 10/31/2024 (see attached file for email train):
  Because we could not come to a mutual agreement, and your position in pursuing other avenues, Stanley Steemer has no type of compensation to be offered.
  Moreover, they avoided communication and therefore any type of agreements were not possible in the setting of their negligence.  There were no resolution focused conversation attempts by Stanley Steemer.
  If a refund were offered, I would have accepted it as I was out over $4,000.  
  Stanley Steemer keeps referring to a plenum tear.  The damage is clearly laid out in the report I attached.  The damage is well beyond the plenum.  
  As you can see, there are inconsistencies and inaccuracies on the part of Stanley Steemer.  They continue to downplay the damage.  
  I hired them for an air duct cleaning service.  I just moved into my house, my house inspection for the ** unit was in excellent standing, and the ** functioned well cooling the house.  After their service, the ** was not working and there was damage.
  We are not responsible for anything more than patching the plenum.  An attempted intimidating declaration.  In reality, their company caused significant damage and they have been avoiding upholding their responsibility.

  I want the damages and original cost of service paid by Stanley Steemer.

  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 01/23/2025

  Please see attached string of emails, including email from **** ******* refusing any refunds (contradictory to their latest response from a Corporate Manager)

• Initial Complaint

  Date:10/09/2024

  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.

  After Stanley's crew cleaning my dryer vent, I noticed my dryer imbalanced (wobbling) and now the dryer is making a screeching noise, and I have to get it serviced. I alarmingly suspect that this was an intentional sabotage or attempt to hide damages done by the crew, as I now begin to realize that by taking out a balancer on my dryer (or damaging it while pulling it away from the vent), the wabble of the dryer subsequently destroyed my rotator bearings. I also see a cardboard prop to balance my dryer which I never put there, as the dryer was previously properly balanced. I had asked if the techs were going to clean the dryer lint inside, on the day of service, and was told they don't touch dryers.I was with the techs all throughout the servicing except for the dryer and some vents. I can now only hope that they did not harm my duct work. I will now have to go up to the addict and check, and I hate going up there--as I think I shared with them.

  Customer Answer

  Date: 10/11/2024

  Please cancel this complaint I'm working with my credit card to resolve. 

  Business Response

  Date: 10/28/2024

  this is the first that we have heard this complaint, and are actively working with the client to fairly resolve.  On 10/25/2024 we sent a supervisor out to inspect and we are making progress.

  Customer Answer

  Date: 10/29/2024

  The business has reimbursed me for the service fee resulting from their trailer damage. The business has reimbursed me for an overcounted vent. I am now satisfied. 

  Business Response

  Date: 10/30/2024

  this is the first that we have heard this complaint, and are actively working with the client to fairly resolve.  On 10/25/2024 we sent a supervisor out to inspect and we are making progress.

• Initial Complaint

  Date:03/25/2024

  Type:Product 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.

  The company cam to my location on November 9 they provided a quote. When the cleaners got to the location they quoted 3xs more than their online quote. There were areas that were missed during the cleaning. And some groutlines were not even cleaned. My complaint is a supervisor came out inspected the damage done to the bamboo floor took pictures of the damage and all my complaints, discussed refunding some of the money and never responded to me again.

  Business Response

  Date: 04/08/2024

  This is an accurate concern.  It is our apologies for not processing the refund that was promised.  We have forwarded the information to our accounting department, and they will be refunding the $500 dollars that was agreed upon on via email in December.

  Customer Answer

  Date: 04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  **************************************************

• Initial Complaint

  Date:03/14/2024

  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 an agreement with Stanley Steemer,Upon arrival,***** the tech called to tell me that the job will cost more money. I agreed to the price and said to do it.They asked me to come out to meet them I agreed although had left a lockbox for them to enter, I told him that I would be there in 15 minutes and he said he would wait. When I got there less than 15 minutes later (11 minutes to be exact) they had already left. spoke with a lady named **** and explained what had happened,**** told me that they will go back out between 11am and 3pm and that I wouldnt have to be there as long as I sent them an email with my scanned drivers license and I gave them my credit card info. the lady tells me that they are on the way and WILL BE THERE AT 4PM! I leave my law firm yet again to meet them there and again, THEY DIDNT SHOW UP!!! I called and asked for a manager and then I got hung up on! I called back and asked for *****************************, mgr. I told them that before I put a ****** and yelp review, I just needed to get this done and he never called me back, I then left a voicemail for the owner Mr. ********************** and didnt receive a call back from him neither. This has caused me a lot of trouble because now I have to cancel the other crew going out after them to clean and had to cancel the contractor going out to do finishing touches.The management was no more helpful and just as unprofessional. My business went with Stanley Steamer because it is a national known and recognized company that should have a quality of standard for professionalism and contractual adherence. I received neither. I was not only stranded in a situation where had it been clarified early on in the day I could have possibly gotten another company, but now wasted a day waiting going back and forth with extremely unprofessional employees and management. I lost money in my business, in the rental not being completed by today, and more importantly my time, not to mention that they have my CC info!

  Business Response

  Date: 04/01/2024

  Stanley Steemer was scheduled to clean.
  *********************************************
  ******* **  32810
  
  This was set up for 3/13/2024 to clean 2 bedrooms 1 staircase and 1 hallway.
  At 8:30 am we notified the customer that our crew was on the way the customer provided a door code for us to enter the home
  our crew assessed the floors siting they were not prepared for carpet cleaning there was construction debris and dust nails and screws all over the carpet the crew called the customer and informed him there would be additional $40 dollar charge for the pre clean up, the customer became irate and said he can go to another company and have all the work done for $99 dollars, ultimately the customer authorized the additional work but said he was on the way
  9:22 almost 30 min after our arrival and contact with the customer he had still not arrived for the service and to meet and pay our crew, so we moved them on to their next job, this was after 2 attempts to call the customer and not successfully get them on the phone.
  
  
  At 9:30 the customer called saying our crew left, and we confirmed with the crew prior to leaving they tried to contact the customer twice via phone to get an arrival update and he did not answer the phone.
  The customer was upset they had left, the issue was he was not wanting to provide the crew with payment over the phone and wanted them to get started as he stated he was on the way, unfortunately our crew cannot start cleaning if no one is at the location and we have not confirmed payment.  Our *** explained this to him when he called, and he then decided to allow us to come out later in the day and provided us with lock box and payment information to do so.
  
  Later in the afternoon the customer called in irate that we had not been there yet and had an interaction with one of our ***s and he was informed they were on the way at this time based on the information we had he was told the crew would be there by 4pm but due to unforeseen circumstances the crew was delayed in arrival the new anticipated time was about 4:20,  he was still very irate over this with the *** and ultimately he was transferred to the manager ***********************, **** took the call and listened to their concern.  This was a 3 way call with the customer and another person (a female), during this call the customer voiced their concern of us not completing the job in the morning siting he was at the home within 11 minutes of contact, although that was not the case (we were at the home collectively for almost 30 min) I still listened to the concern and apologized for any miscommunication or inconvenience this may have caused; they also went on to say how horrible our company was and that they could easily use a much better local company for $99 dollars but they chose Stanley Steemer. The customers stated they were going to negatively review us on all platforms and that this situation would not end well.  I apologized for the experience they had and apologized that they felt poorly about our company and our employees but offered to have a crew get the job done; at that time, we had a crew enroute to the home to complete the service.  The customer kept going on about it not being done in the morning and was upset for the additional clean up charge, I explained that post construction clean up is not within the scope of carpet cleaning and that we would do the clean up for the additional money quoted and he continued and the other person continued to badger about how horrible our service and employees are; during this interaction they were being very belligerent and expressing how much they dislike Stanley Steemer and our staff,  the other person on the line said if she allows me to continue sending a crew how can she trust that theyll even show up and then if they do how can she trust that theyll even do the job.  After several minutes of listening to their concern and lack of faith in the company I finally said that Ive apologized for their experience, I have a crew on the way  and I need to know if you want to continue on with the service at which point the customer yelled,  Send them and this ********************** better be spotless  after that outburst I informed the customer that I felt it best we do not provide the service, I told them based on the way they have yelled  on the call the last several minutes that I did not feel comfortable sending our crew to their home as I felt it would have been a hostile situation and also felt his expectations would not be met regardless of the effort that would be put forth; when I expressed this to the customers they started yelling at me at which point I said I apologize but I am not sending a crew and to have a nice day before disconnecting the call.

• Initial Complaint

  Date:07/06/2022

  Type:Customer Service 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.

  Please see attached emails to Mike at Stanley Steemer in Florida and Jasmine ***** from Stanley Steemer corporate office. Bottom line is Stanley Steemer charged more than what was quoted, didn't complete work they charged me for, offered an unacceptable refund and won't respond to my emails. Stanley Steemer Corporate office is aware of the concerns, has contacted the office in question and just stopped trying to help or respond to my emails. Stanley Steemer stole money for work they did not complete and when questioned they just ignore you.Please read the email dated Tuesday, April 12, 2022 at 9:56 AM

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 8, 2022/08/03) */ Consumer Response /* (2000, 10, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)