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:08/28/2024

  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.

  On August 6, 2024 I had my apartment cleaned by SS. The rep was ******, he had cleaned my carpets in 2023. When I called SS to set up the appointment, ******* worked up the quote and emailed it to my. The total was $189.00+. ****** arrived on the 6th and started cleaning and was finished within 30 minutes. I had asked him to check a spot on my recliner and he told me it was a scratch and he could do nothing with it. When he finished putting his equipment away he came inside and showed me his Ipad which had a total of $250.00. I said, "a little bit higher than I was quoted. I told him I only had $100.00 bills and he said he did not have enough change. He said he had $25.00 so I told him to give me that and the other $25.00 would be a tip. The next day I received an invoice showing the total was $192.00 and was paid in cash. I called and talked to ******* and she told me that ****** had given her 2 $100.00 bills and said I gave him an $8.00 tip. I told her that I paid a total of $275.00. She said the manager would call me later that day and get it worked out. When he called he said he would talk to ****** and get back to me. The next day I received a different invoice# with a total of $250.00. The manager had created a new invoice and adjusted the numbers so it totaled $250.00. I have had no further contact with the Evansville office and even after I called corporate in Ohio 4 times on August 19 no other contacts from SS to resolve this issue. I told them I wanted a $75.00 refund since that was what I overpaid for invoice #*******

  Business Response

  Date: 09/19/2024

  Hi,

  I do apologize but being this was a cash payment, we cannot determine how much money was actually given to the tech.  Every complaint we've received in regard to this particular instance, the dollar amount has been different.  We keep adjusting an invoice to say the dollar amount that you're wanting it to say.  We've offered a refund even and you specifically said you didn't want a refund, you just wanted the invoice to mirror what you paid.  At this point, I'm not quite sure what else we can do.  I can't confirm how much cash was given for services versus a tip because there are no witnesses.  Again, every time we've spoke with you, the dollar amount continues to change.  My only suggestion at this point is in the future, pay with a check or debit card so there won't be any discrepancies.  We apologize for the inconveniences this has caused.  Thank you for supporting our locally owned business!

  Customer Answer

  Date: 09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I received the response from Stanley Steamer and I disagree with almost every statement that was made.

  SS states that the total was continually changed by me.  I talked to the secretary when I got the estimate.  I talked to her a second time when I questioned the amount of the bill that the tech presented to me.  At that time she told me that the manager would get in touch with me.  Later that day the manager did call and I discussed the same issue with him that I had discussed with the secretary.  At that time he told me he would talk to the tech and get back with me.

  The next day I received an email from him with the bill completely changed. (attachment to my original complaint)

  His next response says that he offered me a refund but I refused the refund.  I am not sure when this supposedly happened since I only talked to him the afternoon that I complained to the secretary.

  When I talked to the secretary, before receiving the manager's call, she outlined the bill and sent me an email with the total of $192.00 + $8.00 tip, (attachment to my original complaint).  That was when I questioned where the other $75.00 was encountered on the bill.  She told me that the tech gave her 2 $100.00 bills to cover the original bill.

  The next statements really caused me to pursue this matter furthers.

  When he adjusted the invoice to total $250.00 he totally changed the original invoice receipt. (Attachment to original complaint)  He suggests that in the future I pay with check or debit card (as if I would ever use their services again).

  I would like to have a face to face with the secretary and manager with a BBB representative present.  I know that cannot be done but I would really enjoy exposing SS 

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

  Business Response

  Date: 09/24/2024

  So what is it that you want from us at this point?  We have offered a full refund, you have denied that.  Basically, you're trying to say the tech made your bill lower to steal cash.. I cannot confirm or deny that because being a cash transaction, it's all hearsay.  However, that specific technician has been with us for over 2 years and we've never received a complaint like this.  In fact, we commonly receive compliments for his customer service skills and work ethic.  What is it that you're wanting aside from continuing to find a different platform to argue on?

  Customer Answer

  Date: 09/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:  SS has never offered a full refund to me on the phone or in an email.  I am not after a full refund.  I only want the additional $75.00 that I was charged by the tech.  The actual amount of over charge was $83.00 but the tech claimed an $8.00 tip when he turned in his cash money.  

  Apparently, when you read my request you did not look at it completely.  As stated I have talked to your secretary twice, Once when getting the estimate and scheduling the work and the second time was when I questioned the receipt she emailed me.  I talked to the manager that afternoon and was told by him he would talk to the tech when he got back in office and get back with me.  I never received another call and was sent an email where you had the figures all adjusted so the bill totaled $250.00.  Ever since then all communications have been through the BBB.

  Since I only have a cell phone I am able to get complete printouts of all my phone calls to verify that there has only been 3 calls between me and  Stanley Steamer.  So I am just wondering who you called and offered the full refund to.
  
  Sincerely,
  
  ****** *******