ComplaintsforStanley Steemer Carpet Cleaners of St. Louis

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out and cleaned my vents and took before and after pictures. It's been 7-8 weeks since they were here. I had an HVAC company come and check something on my furnace. When he opened up the furnace  there was an embarrassing amount of accumulation and dust where the air vent goes. It filled up a small grocery bag. I called Stanley Steamer to complain and I told them I change the filter every three months. They said they tell their customers to change the filters after a few weeks of them being there because there could be a small accumulation. The amount of dirt that there was not just a  small accumulation because of what they did. It was probably from them not cleaning the tail end of the vent area and not bothering to check it. They said it's my fault for not checking the vents 5-6 weeks after they had been there. The person's response about me complaining was to file a complaint with the BBB.

  

  Business response

  12/20/2023

  Changing the filter is not something we offer with the service. We offer and charge for the cleaning of the supply and return sides of the trunkline, all supply and return vents in the home and the A-coil and blower motor of the furnace. All of our technicians tell each customer that they should wait 5-7 days before changing their filter to ensure that all loose dust or debris has been caught by an old filter, not wasting a brand new one. We cannot give a credit for a service that we do not charge for or even offer. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/5/23 we hired Stanley Steemer and paid $650 for them to come out and clean our furnace and ducts before we moved in. While they were here they damaged our porcelain bathtub in three places. Almost a week later they had someone come out and they were going to put some epoxy glue on it, and we told them we didn't want that. Then they sent someone from Bath Fitters out and he wanted to take all of our tile out, and we didn't want that either. We never heard back from Stanley Steemer afterwards. Then last week my husband spoke with ***** ***** (###-###-####) at Stanley Steemer and she said someone would contact us Monday 8/14/23, put a guarantee on the work, and it wouldn't turn yellow. When he spoke to her she said she called before then, but we checked the call log and she hadn't. Also, no one called today. We've tried to work with them for the last 6 weeks to resolve the issue but it isn't resolved. We understand that mistakes happen, but you still have to be accountable for the damage.

  

  Business response

  08/15/2023

  Our air duct manager set up an appointment for September 11th for the tub to be repaired and resurfaced, which Mr. ****** did agree too. 

  Customer response

  08/23/2023

  Complaint: ********
  
  I am rejecting this response because: I have never been contacted by anyone. All communication has been initiated by me.  I did not agree to the date of September 11th.  I have been without a bathtub since July.  I want them to fix what they damaged, that's it.  It will be 300 dollars to purchase a new tub.  This needs to be fixed immediately especially since I waited all day for them to come out on the day they said they would.  
  
  
  
  Sincerely,
  **** * ***** ******

  

  Business response

  08/30/2023

  I Have attached a photo of the check we are sending out for the requested amount in regards to the bathtub. 

  Customer response

  09/01/2023

  We never agreed to a $300 settlement.  They agreed to come out on August 14th; they never showed.  Then they said September 11th.  We never agreed to that.  Will be providing documentation of what it will cost to put this back together.

  

  Business response

  09/21/2023

  **************** recieved the $300 check based on the statement in this feed on aug 23rd, in which it was stated it would be $300 to purchase a new tub. The attached estimates from LANG custom cabinet design are that of the same as bathfitters - which was to remodel the bathroom, which per ****************, he did not want. He was only requesting that the chip in the tub was fixed. 

  Customer response

  10/05/2023

  The only mention of a bathtub was that it would cost at least $300 to replace it.  There is more involved here than just buying a tub.  We've provided supporting documentation in the form of an estimate from a third party  (****, $4050.00) that shows what it will take to make the bathroom functioning, and the way it was.

  Customer response

  11/27/2023

  1/2/2024 PE:  The consumers agreed to having the tub completely reglazed by a union ******; they are requesting a written warranty.

  12/1/2023 PE:  Called the consumers to inquire about a copy of a check that is in the library for $300 from Stanley Steemer to them.  Want to ask them if they have cashed it.  Also need clarification on the estimates they provided bc there are two from the same vendor.  Want to determine the total amount they are looking to be refunded.

  11/27/2023 PE:  I reached out to the consumer via text (she does not have email).  She is asking for the entire tub to be replaced and has provided photos as documentation.  There is a quarter-sized chip in the tub.  She wants the entire tub replaced.  I asked her in the text message if she would be agreeable to having the tub patched as opposed to replaced.  This was her response: As we've indicated we don't want the chip in the tub patched. We had a tub years ago that we had it resurfaced & after 6 months it turned yellow, so we know how that will eventually turn out. We want a new tub, however, we would have to take out the toilet & sink to do that. We're in our 70's & would not be able to do it ourselves. Hence, the proposal we emailed you from Lang ********************* for $4,050.00. I don't think it's right for a company or anyone to come in your house & damage something (especially something as important as a beautiful tub, & then not take responsibility for it. You said you were contacting the Stanley Steemer's main office in GA., did they ever respond to you? Our email is *********************** Should you have any questions please feel free to contact us. Thank you, *********************** #******** 

   

  

  Business response

  12/14/2023

  12/14/2023 PE:  reached out to *********************** at Stanley Steemer.  Provided here with the estimate for the repair. Will follow up with phone call next week.

  

  Business response

  12/15/2023

  1/2/2024 PE:  The business confirmed that the company that will be doing the reglazing will offer a one-year warranty, in writing.

  12/15/2023 PE:  Spoke with *********************** and her team at Stanley Steemer.  They offered $300 to the Bielers to replace the tub; the Bielers agreed then changed their minds.  Stanley Steemer has agreed to cover the cost of a total reglazing of the bathtub; they are getting an estimate which will be sent in.  Estimated value $500.

  12/14/2023 PE:  reached out to *********************** at Stanley Steemer.  Provided here with the estimate for the repair. Will follow up with phone call next week.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stanley Steamers was hired to clean our tile floors. The technician tried to convince us that we needed to stain the tile grout before even attempting to clean it. We said no so they went through the process but didnt get the grout clean. Videos on their website show them cleaning similarly dirty grout. We complained and they came out and cleaned it again. There was slight improvement but still not what they advertise on the website. I one again contacted customer service and was asked to send pictures. That was over a month ago. We have received no response! None! We have since hired another company that successfully cleaned the grout. At this point we feel we are owed a $450 refund!

  

  Business response

  05/17/2023

  This message received from BBB was routed to the ******* , ** franchise location. Looking at this customers info ,address and etc  is nothed this **** resides in Fallon, Il and that state is under  another Stanley Steemer franchise. We cover the Ga, ***** and Jersey locations. Thank you

  Customer response

  05/17/2023

  This complaint was sent to *******. The Stanley Steamer location that we contracted is located in St. Louis, MO. Please send to the correct location.

  

  Business response

  05/26/2023

  This complaint was sent to the wrong Stanley Steemer franchise in *******, **.  Please sent to the correct business in **. 

  Customer response

  05/27/2023

   
  Complaint: 20064206
  
  I am rejecting this response because: BBB needs to take action and send to the proper location for Stanley Steamers.
  
  Sincerely,
  
  *********************************

  

  Business response

  06/07/2023

  This has again come back to Stanley Steemer in ******* **.  Please forward this to the correct Stanley Steemer franchise so this issue can be resolved for the customer.

  Customer response

  06/07/2023

  Please forward to the correct Stanley Steamer location ASAP!

  

  Business response

  07/26/2023

  We will be reaching out to the customer to process a refund for the tile cleaning. 

  Customer response

  07/26/2023

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Stanley Steemer to clean our carpets in May and after the technician left, we noticed he moved some of our things around and items were out of place. Small things like phone chargers were out of place and one was even missing. More importantly I discovered our daughters phone that was on the kitchen table when he arrived was now missing. After turning the house upside down looking for it I called Stanley to see if they could ask the tech if we maybe moved it or accidentally placed it in his bag. Of course he had no recollection of seeing it. After calling my cell phone provider to locate the phone they discovered the SIM card had been removed from my phone and placed in a different model a week after the cleaning. This is a phone that never leaves our house so I am absolutely certain the technician took it from our home, probably sold it and used our SIM card in a personal device. Stanley Steemer has offered no solution to the matter and the office suggested we file a police report, which we have done. The police department showed up to this location and questioned the technician about the theft. The officer placed the technician under arrest and he was charged with theft. Despite this, the office has offered no resolution and is still employing this individual. At a minimum, I would expect a business that is insured and bonded to issue a full refund for the job and to be compensated for the stolen iPhone.

  

  Business response

  07/13/2023

  We have spoken to the officer that was handling this issue and he said that he was very clear in explaining what was going on. The technician was NOT charged with theft. Our employee has not actually been convicted of this crime. He was simply questioned and charged with suspicion of theft because he was in the home the day the phone allegedly went missing.  The case was handed over to the St. Louis County Prosecutor’s office to review the investigation and determine if there is even enough evidence to have this brought to court and have him tried for a possible conviction. The officer explained that if there is ever any court date assigned, that would probably be many many months down the road, if at all. Yes, he is still employeed here, since he has not been charged with that crime. 

  Also, if the sim card is being used in another device, that should very easily be trackable by the service provider... what numbers are being called, texted.. etc. 

  We have also been advised that it is technically not the companys resposibility to reimburse the customer for the phone, as it is not a case between the customer and Stanley Steemer, it is between the customer and the technician. As far as being refunded for the cleaning, to my knowledge, there were not any issues with the cleaning its self so that would not be something we can offer. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After making an appointment with Stanley Steemer to have hvac duct system cleaned thoroughly (new furnace and a/c installed 11/2022) as well as the dryer vent… the appointment was set for 6/8/23. The crew of 4 guys came and performed the duties. Overall the family is pleased due to the fact dust is definitely at a minimum after the work was completed. In our main bathroom the floor tile directly in front of the vent is severely damaged. I have very good pictures to reference.. also the vent in our kitchen area directly in front of the large window is raised due to a missing screw. The previous owner totally rehabbed the entire home before we purchased, two years August 2023. Our home is in excellent condition. I reached out to the company only to receive ridiculous text messages in return, after giving the information to the air duct manager, ********, and the officer manager along with requested photos.. I was told someone would get back to me. Time after time no follow up calls nor text. The money paid was $627.00 which was paid with our debit card. We simply want the damages repaired expeditiously. Thank you!

  

  Business response

  07/24/2023

  Although we feel that we are not the cause of the broken tile, we are in the process of repairing just that one single broken tile in the bathroom. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Stanley Steemer out to clean my floors. They said they would not move any heavy furniture or appliaces. I don't know if he tried to move the refrigerator but it looked as if it had been moved. When I opened it up, the bottom, where the filter is was bent. I called the company and they said they would send someone out, but no one ever came. I called them back and they said they weren't going to take care of it. They sent me a receipt (I never got a paper receipt) and they had signed my name. I asked for a paper one, and they said they would send it to me.

  

  Business response

  05/30/2023

  When we originally schedule the appointment, we do let the customer know that we will not move any kind of oversized furniture or appliances and no electronic items. With the refridgerator falling under both of those categories, our technician stated that he never even touched the fridge. The only thing in the kitchen he moved at all was the table. 

  Customer response

  06/02/2023

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

  the piping at the bottom of the refrigerator is coming off and you can see it in between the refrigerator and the wall.  I don't know what reason you would move it.   To show you it was pulled out, my stuff at the bottom is pulled out.  It looks like someone tried to put it back on and it did not go.  This is a brand new refrigerator.  It is in there snug.  He's lying.  
  
  
  Sincerely,
  
  ****** *****

  

  Business response

  06/03/2023

  I am unsure how to move forward, as our policy states we will not move any appliances, electronic items or anything that weighs more than 40-50 lbs. When I spoke to the technician, he said the only thing in the room that was touched or moved was the table, that was moved, cleaned under, then moved back into place. We cannot determine any reason at all why the refrigerator would have been moved. 

  Customer response

  06/07/2023

  Complaint: ********
  
  I am rejecting this response because: They are lying.  I have pictures to show that the refrigerator was moved by them.
  
  
  
  Sincerely,
  
  ****** *****

  

  Business response

  06/26/2023

  Again, I am unsure how to move forward with this issue. After reviewing the photos, I am not sure how that is showing our technician moved anything. The way that it is moved, there would have been no reason the tech would have done that to do any cleaning. It is actually taking away floor space that would have been done. I have spoke to the tech on several occasions about this, and he has responded the same way every time. That it was not moved by him at all. 

  Customer response

  06/27/2023

  Complaint: ********
  
  I am rejecting this response because: My word is just as good as theirs. I am not going to go back and forth.  It is obvious that it was moved.  I am very disgusted and disappointed in how they treat their customers.  I want everyone to be aware of their terrible business practices
  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested carpet cleaning for staircase and 3 bedrooms. I added on the deodorizer for an addition cost of $100. I could not of been more displeased with the results. My rooms smelled worse than when it began and this was moreso of a glorified vacuuming totally about $400 total. I’ve requested a refund and was told they want to come back to go over again. This tech told me certain stains wouldn’t come out that I was actually able to greatly decrease the stain myself. I was told there is no additional work that can be done for stains and basically I have another $2000 project under my belt now adding. I don’t have faith the techs are properly trained. I’ve had carpet in apartments worse than these rooms that come out clean. This is not the first carpet cleaning company I’ve used.

  

  Business response

  04/06/2023

  Good Afternoon , We are waiting for more pictures from the customer on the carpet cleaning she received I can not approve a refund based on one picture of red staining on the carpet . Red Dye is extremely hard to get out of carpet which the tech did explain. I also tried to approve a courtesy call for us to come back to try and reclean the carpet and deo again and the customer declined the request. 

  Customer response

  04/07/2023

  The pictures attached are of DIRT that wasn’t taken out of the carpet. Regardless of what the tech said…the issue is they didn’t even try the first time to do the right thing. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Didnt clean behind my end table, or behind another piece of furniture in my bedroom even though everything was removed from the top of both as requested. Only moved one couch to clean. I told him he may not be able to move my coffee table by himself. He stated if over 50 lbs he cant. So I told him if he could move my coffee table in order to move the other couch, that was ok. He didnt move the couch to clean or the ***********, the employee added $75 to my original quote of $195. I went to their website to respond to their request for letting them know how they did. My appointment was on Fri, didnt hear back fr them until the next Tue. They suggested they send another worker out to redo the whole thing at no cost. There was no way I had time to put everything up off the floor and remove items fr tables etc., nor would I want all my carpets wet again, so soon after the first time. Plus I had company coming to stay with me for the month. Because they had done such a poor job on my carpets, I thought it was fair to request a partial refund. I responded to their text with this request. Manager didnt even have the decency to respond to me. That is why I decided to report their company to you. Poor work and poor customer service.

  

  Business response

  12/09/2022

  Good Afternoon I received ******'s messages on our Chatavise system . I did get the message about her concerns and wanting a some type of refund in which I did respond back but it looks like the message never went through . I have given the paperwork to my auditor to refund half of the customers bill back to her. I do apologize for this But a refund of half of the bill will be issued back to customer. 

  Customer response

  12/09/2022

  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.
  
  Sincerely,
  
  **********************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Approx 2 months ago I phoned Stanley Steamer to clean my tile & grout in my small kitchen, 1 small bathroom floor, & a small entry foyer - due to my work schedule I had to reschedule 2 times. Today, 08-26-22, they came to do the work. Upon their arrival they proceeded to tell me they needed different equipment to perform the job & my quote of $170 to perform the work would increase to $524. They claim I did not tell them when I phoned in for the appt that the tile & grout had sealer on them. NOT TRUE! I had an entire conversation with the woman I spoke with when making my appointment. I explained how difficult it was to get the sealer removed and that I was a 65 yr old widow with a heart condition and I really needed the help. She assured me that their steam was much hotter than the steam from my steam machine and that they strip tile of sealers & clean grout all the time without a problem! According to the workers & the office manager today, I was not telling them the truth! I took a vacation from work today, spent all of yesterday evening and this morning moving things way to heavy for me, to prepare for this cleaning only to be met with an attempted con and a house that is now a mess and no help.

  

  Business response

  08/27/2022

  6/27/22 *** ******** called in for a quote to get a some tile cleaning done for her home customer explains she has some sealer on the floor to the customer service advisor per normal standards  gave her a quote of $169.00 for a standard tile cleaning our cleaning is hot water extraction the truck heats up to about 190 degrees with 1200 psi for a tile cleaning. the customer service advisor not knowing or seeing the floor would not know how much sealer would be on the floor this is why a quote was given . We run into this time of thing all the time where the floor does require special attention and special equipment made be needed to get the job done properly , this is why the crew does a walk through for every customer to inspect the floor in question. The crew inspected the flooring and determined that the flooring would need a buffer to buff all of the sealer off of the floor because there was so much on the floor a regular cleaning wouldn't get the sealer up which is what the customer wanted . The customer was not accused of lying by the crew nor the office manager in any way it was just simply trying to be explained that her floor would require extra attention that would costs more to get the floor issue corrected. 

  Customer response

  08/29/2022

  Complaint: ********
  
  I am rejecting this response because:  If this type of thing happens often, then Stanley Steemer should require their customer service people to explain this to the customer at the time the appointment is made.  The procedure of being told AFTER the fact is extremely misleading and a very poor policy for any company!  It is called a bait and switch where I come from!  My employers would fire me if I conducted their business in such an ugly manner!!!

  And, yes, the tech at my home and the office manager BOTH intimated I lied by implying I had not told the customer service person the truth about the condition of my floors.  I am not the flooring expert, Stanley Steemer claims to be!!!  If they run into this problem often, a pro-active policy would stop them from wasting my time and theirs!  They cost me hours of work moving things in my kitchen, bathroom, and entry foyer and a vacation day!

  Their answer to this claim is completely absolutely unacceptable to me, and everyone I have shared this experience with.  Shame on Stanley Steemer for practicing a bait & switch policy!!  Up-selling is one thing, bait & switch is 100% wrong and should be considered illegal!!  And, bait & switch is exactly what I experienced!!

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

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Stanley Steemer to clean all of the floors in a home the morning I closed on the home. The previous owner had a cat and I’m allergic. I made sure to tell the company when on the phone and when **** arrived to clean, deodorize, stain treatment, carpet, hardwood, tile and grout staining and sealing to protectant applied to each. The following day I was cleaning baseboards when I noticed the amount of cat hair, to say a lot is an understatement. I called and ***** scheduled *** to come redo my entire order. *** refused to do anything other than the first step-raking and would not complete the order. I am attaching a picture of the dust I vacuumed up using a 12 yo vacuum this evening. **** is scheduled to come again on Saturday. How can I ensure I get the quality service, I paid just short of $1300 already.

  

  Business response

  05/19/2022

  The courtesy call is scheduled for this Saturday may 21st . there are instructions for our tech **** to go out and reclean everything like the customer has asked us too. 

  Customer response

  05/20/2022

  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 if the job is completed correctly from start to finish during my appointment tomorrow. 
  
  Sincerely,
  
  ******** ******

*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. ↩