Carpet and Rug Cleaners
Stanley Steemer International, Inc. & Corporately Owned Branch LocationsComplaints
This profile includes complaints for Stanley Steemer International, Inc. & Corporately Owned Branch Locations's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 170 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/12/2025
Type: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.
We received a quote of just over $1,400 for tile and grout cleaning from Stanley steamer on 2/7. They came out on 2/11 and did the work. Once the work was done they took the card, ran it and than had my wife sign without letting her look at anything. They said the receipt would be emailed and they left. 30 minutes later the receipt comes through and they charged over $5,700.00 including numerous things that were never quoted, specifically $1,000.00 for wax removal, over $2,400 for color grout sealer, and added two walk in closets that dont exist. They never once stated that there was a new estimate prior to doing the work. With the colored grout, they showed colors to my wife and said pick one. They never mentioned the increased cost. We have cameras everywhere in our house and every conversation was recorded.
Business Response
Date: 02/18/2025
To whom it may concern,
We have received the referenced consumer complaint. Thank you for informing us. We have contacted the customer and the local ********************************************* office. We are working with both parties to understand the situation and find a fair resolution. We left the customer a message today and will follow up once we hear back to resolve this matter promptly.
Thank you again for bringing this to our attention. Please contact us if you need further assistance.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Initial Complaint
Date:01/25/2025
Type: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.
Date of air duct cleaning service: Friday, 1/17/2025 Charged amount: $2,047.20 Air duct cleaning was performed less than satisfactory! Half the job was not done properly (negative pressure was not used on 2 of 4 units, there was damage to the lining of 3 supply ducts, several vents were not even cleaned, debris was left behind around the vents and workers left mud throughout the house. I have personally reached out to the company 6 times, left 5 voicemails and no one has returned my voicemail. The call center has detailed reports of every time I have called. I have been promised a call back from the ******* location air duct manger and have never heard anything back.Business Response
Date: 01/31/2025
To Whom It May Concern,We acknowledge the customer's concerns and have reached out to them directly to discuss the matter. We are actively working toward a mutually agreeable resolution.
Thank you for bringing this issue to our attention. Please dont hesitate to reach out if you require any further information.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
* ************Customer Answer
Date: 02/03/2025
There has been no good faith effort to reach out by Stanley Steemer. As of today, Ive not spoken to anyone who has the authority to help me resolve the issue. Ive made *********************************** supervisor and most of those attempts have been met with no answer, an unkept promise that a manager will reach out, and/or a promise to escalate to a manger which has led nowhere.
The one time I did speak with a supervisor I was asked to send pictures of the damage to my property via email and was told he would respond with his pictures in return. I sent the pictures, received no response and when I texted to follow up several times, it was ignored. When the supervisor did respond via text it was not to resolve the issue but rather, to tell me he was traveling. I still have not received a response via email or text message.
Regards,
****** ********Business Response
Date: 03/13/2025
To Whom It May Concern,
Thank you for informing us about the referenced consumer complaint. We have contacted the customer and believe that this matter has been resolved.
If further assistance is required, please contact us again. Thank you for bringing this issue to our attention.
Sincerely,
**** ******
******** *********Customer Answer
Date: 03/17/2025
I accept the business's response to resolve this complaint.
Regards,
****** ********Initial Complaint
Date:01/24/2025
Type: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 1/20/25 Stanley steemer came to an apartment I had rented to clean the carpet. We were specifically told a tech needed a portable unit because it was on the 3rd floor, thats why the tech on 1/17 was unable to do the service. Monday 1/20 the new crew showed up and complained about having to carry the portable unit and decided to use a different machine without notifying me. The truck mounted machine was stretched over 200ft which would not allow the carpets to be cleaned correctly. The crew that showed up used deceitful language to try and force me to spend an extra $100 on a service I did not want. They used terms like you have to and the apartment wont let us do it this way. The cleaning itself did not clean any area of the rug effectively. There was still discoloration and pet fur in the rug. I was charged by my apartment an additional $150 to steam clean the rug. Stanley steemer did not resolve this with me and I need help resolving this. I want the $150 refunded to me and to retrain employees on acceptable sales tactics.i have attached the bill from Stanley and the credit from my apartment building for the reclean.Business Response
Date: 01/31/2025
To Whom It May Concern,
Thank you for bringing the above-referenced consumer complaint to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction.
If you need any further assistance, please feel free to contact us again.
Once again, thank you for bringing this matter to our attention.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Customer Answer
Date: 02/07/2025
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:
************** ******, ******* 22853536 Stanley Steemer International, Inc Feb 7, 2025 11:30 AM Initial Complaint
Date:01/21/2025
Type: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.
Entered by BBB staff L* Consumer states the business was hired to clean a mattress. The first person they sent out told the consumer he didn't know how to clean a mattress. The business sent someone out a second time but after the mattress was cleaned it still looked dirty. They sent someone out a third time and they still could not get the mattress cleaned correctly. The consumer contacted the business and asked for a refund, the manager, Laura, said they could not provide a refund. The consumer asked if they would come back out but they told him they usually only come out twice.Business Response
Date: 03/13/2025
To Whom It May Concern,
Thank you for informing us about the consumer complaint. We contacted the customer and offered a gift certificate for the full amount of the cleaning. He wanted to discuss it with his fiancée and promised to get back to us.
As of March 13th, 2025, we have not heard from him. Once we receive his response, we will mail the certificate directly.
If further assistance is required, please contact us again. Thank you for bringing this issue to our attention.
Sincerely,
**** ******
******** ********* *******
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | **** ********** *** * ******* ** *****
P ###-###-####Initial Complaint
Date:01/18/2025
Type: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.
On September 10, 2024, in response to my telephone request tor Stanley Steemer to steam clean some of my Italian porcelain flooring, workers , talked me into including grout staining and sealing. After they left around 3pm,we stayed off the floors for 6 hours, as they instructed. My husband and I were distressed to see that the floors all had a sticky haze over them which left footprints everywhere we walked and which caked onto the bottom of our shoes. I then called the Stanley Steemer office. September 11, the same two crew members returned and took a spray bottle and sprayed each area and then mopped with a cloth. After the floors were dry enough, I examined them and they were still covered with gray, sticky residue. I spent several hours scrubbing. When dry, the floors were still covered with the gray residue. After calling and having them return for more "cleaning" the next day, the floors were still covered with sticky gray residue. I spent an entire weekend on my hands and knees, scrubbing and rinsing until I removed enough of the residue for the electric steam cleaning buffer could do a better job. I called the SS Riverview office again and told them I want my money back ($2,065.30). I was told to call corporate which I did. They said they could not confer with me as long as I had my complaint pending with **** ** *******, where it was charged. On January 2, 2025, *** sent a letter saying they were unable to approve the claim, because I did not send a second opinion letter from a qualified merchant to confirm that the service was performed incorrectly. As I explained to the bank, I could not supply that information because I had long-sense removed all of the evidence, by my intense scrubbing and by purchasing a steam cleaner to complete the job. (Incidentally, SS did not steam the floors at all, and the substance they sprayed to "rinse" them with was labeled "Spot Remover for Carpet and Upholstery". See photo.Business Response
Date: 02/18/2025
To Whom It May concern,
We acknowledge receipt of the above-referenced consumer complaint and appreciate the opportunity to respond.
We take customer satisfaction seriously and have made multiple efforts to address this matter. As a goodwill gesture, we provided two complimentary cleanings in addition to our initial service. The customer also filed a credit card dispute, asserting that we did not remove stains. After reviewing the case, the financial institution determined that the customer was not entitled to a refund.
Upon inspection, we identified that the issue with the floor was due to residue from a cleaning product previously used by the homeowner. Despite this, we have cleaned the floor three times in an effort to assist in removing the residue.
Given these efforts and the findings of the financial institution, we do not believe a refund is warranted at this time.
Please let us know if you require any further information. We appreciate your time and consideration.
Sincerely,
**** ******Customer Answer
Date: 02/20/2025
The merchant's response was inexplicable. There was NOT a grey film covering the porcelain floor before I called for service. The floor was bothering me because drops of water would leave soiled spots. I simply wanted the floors steam-cleaned to remove any soil that would have accumulated over time--a normal periodic professional cleaning for tile floors. They did not steam clean. They spent most of their time re-grouting the floor(which it really did not need, but I let them talk me into it). The "cleaner" they hand-sprayed onto the floors after re-grouting was a spot remover for carpet and apholstry. I have a photo showing that what they used was clear in color and the Stanley Steemer tile cleaner was yellow.
When they responded that they cleaned the floors 3 times, they are referencing the 2 times that they came back at my demand to remove the film they had created on the floors. Each time, they just sprayed the liquid from a bottle and went over it with a mop, just like they did the first time. They spent a few minutes each time and improved nothing. They probably made it even worse. We still could not walk on the floors without getting a build-up of grey sticky substance on our shoes.
After three days of scrubbing on my hands and knees (which is not easy for an octogenarian) and then steaming with a steam cleaner, the floors finally look clean. The entire experience was frustrating, time-consuming and a total waste of time and money.
Long after I had cleaned and removed all evidence of the mess that they had made, the bank requested that I hire a contractor with the same qualifications to come to the house and confirm my evidence of the complaint. We could not have left the floors as Stanley Steemer left them and lived normally in our house. Therefore, there was no evidence remaining weeks later when the bank made its request. Consequently, they denied my claim.
Business Response
Date: 02/21/2025
To Whom It May Concern,
We hereby acknowledge receipt of the aforementioned consumer complaint and express our gratitude for the opportunity to provide a formal response.
We believe that we have given this matter the utmost consideration and have acted in good faith to resolve the issue at hand. We place great emphasis on customer satisfaction and have made several concerted efforts to address this concern. As a gesture of goodwill, we provided two complimentary cleanings in addition to our initial service.The customer subsequently filed a credit card dispute, claiming that stains were not removed. After a thorough review of the case, the financial institution concluded that the customer was not entitled to a refund.
Upon inspection, it was determined that the issue with the floor was attributable to residue from a cleaning product previously used by the homeowner. This particular cleaning product has received multiple reviews indicating that it causes residue on customers' floors. Despite this, we cleaned the floor three times to aid in the removal of the residue.In light of these efforts and the conclusions reached by the financial institution, we firmly maintain that a refund is not justified at this time.
Should you require any additional information, please do not hesitate to contact us. We appreciate your time and consideration.
Sincerely,
**** ******
Customer Answer
Date: 02/21/2025
I would like to add that I had never cleaned my tiles with any substance that was NOT designed for porcelain tile. When the Stanley Steemer worker, whose name I believe is ******, asked me what I had cleaned the floors with, I showed him my ****** ***** *** **** ******* which is recommended "for sealed sealed stone, including marble and granite, ceramic and porcelain tile, grout and any other non-porous hard surface flooring." ****** immediately claimed that I had used the wrong cleaner, simply because the entire bottle was supposed to clean only 600-700 sq. ft., and I had only used small percentage of the bottle. There was no way that my floors had a build-up from a substance that was designed for them! Another worker who came out on one of the 2 follow-up visits claimed that the floors looked like they did because they were "outdoor floors", an absurd claim about the expensive Italian porcelain tile. Those people were simply searching for excuses.
Initial Complaint
Date:01/17/2025
Type: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.
9.12.24- paid $543.60 on Invoice #***********. During service their techs scratched my wood floors by dragging sofa. I contacted Stanley Steemer (SS). SS sent another tech to document damage, estimate# 1**********. SS scheduled apt to repair floor 9.20.24- I took day off work for apt. Techs said scratches were too deep for SS to repair and I’d be contacted by their insurance (ins). Ins failed to contact me. I had to contact SS twice before I was finally contacted by ins. Adjuster would call before 8am/after 6pm even when I requested only call during bus. hours. He also failed to answer my frequent attempts to contact him during bus. hours. I told adjuster I wanted refund for service due to frustration and time I’d devoted to damage caused. Adjuster told me I had to go to SS directly for refund 11.8.24- I emailed SS customer service (CS) for refund and received auto reply I’d be contacted shortly. I was not 11.12.24- I had to find flooring company and take day off of work, to get estimate for floor repair. Floor is unrepairable, got quote to replace 11.24.24- I sent second email requesting refund. SS CS replied saying their local office would contact me in 2-3 bus. days and I received no contact 12.16.24- claim adjuster was replaced and my claim was settled. Prior to signing I yet again said I wanted a refund and was told I had to go to SS for that directly. I also confirmed with adjustor, prior to settling, that the settlement did not preclude me from getting the refund 1.2.25- I tried to reply to the CS email response from 11.24.24 again asking for a refund. The email was returned as undeliverable 1.6.25- I called SS’s CS line *********7 and spoke to SS Rep *****. I told her above info and refund request. ***** reached out to local SS manager, but she was out of office. ***** left “Detailed voice message” and asked manager to call me. I asked for manager’s name and contact info: Emily Norman, ***** didn’t have # for her she could share Now- I want refund of 543.60Business Response
Date: 01/31/2025
To Whom It May Concern,
Thank you for bringing this consumer complaint to our attention. We have reached out to the customer and believe the matter has been resolved to their satisfaction.
If you require any further assistance, please do not hesitate to contact us.
We appreciate your time and attention to this matter.
Sincerely,
**** ******
******** ********* *******
***** ****** ******* *******
***** ****** ***** ********
******* ******* * **** ********** *** * ******* ** *****
P ###-###-####Customer Answer
Date: 02/03/2025
I accept the business's response to resolve this complaint.
Regards,
******* ********Initial Complaint
Date:01/15/2025
Type: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.
My husband and i were purchasing a home at *** ********** *** ******* ** *****. A week before we moved in, we had STANLEY STEEMER out to clean, deodorize, and protect the carpets in 4 rooms and a hallway. They came out on 12/4/2024 and I paid $565.22 for the service. The home was completely empty as nobody was living there at the time. When the crew left they didn’t make sure the storm door was closed and the wind took it and it slammed into my exterior light and it broke. I went to the house the very next morning and found it like that. There were no other people at the home besides them. I called and talked to 3 different people, and provided the pictures I took, the last one being the manager. He told me I can’t prove they did it and he refused to help me, even after I sent pictures of the door. Eventually he told me he had a meeting to attend and he would call me back. He never did. He refused to put a written complaint in for me about this and told me he was the highest personnel that I could talk to and pretty much that he wasn’t willing to do anything for me.Business Response
Date: 01/20/2025
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
Sincerely,
**** ******
******** ********* *******Customer Answer
Date: 01/22/2025
I accept the business's response to resolve this complaint.
Regards,
******** ****Initial Complaint
Date:12/17/2024
Type: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.
Stanley Steemer Hampton Virginia Subject: Request for Full Refund Due to Poor Service and Inconvenience I am writing to express my dissatisfaction with the overall service experience I recently received and to formally request a full refund. While the final technician successfully resolved the issues with my sofa, the process to get to this resolution was frustrating, time-consuming, and unacceptable for a company of your reputation. After the initial cleaning on 12/10, my sofa was left in worse condition than before, with visible streaks across the seating area, backrest, and rear. When I raised this concern, the technician claimed it was due to the sofa being wet and that it would improve after drying. However, once the sofa dried, the streaks remained. I immediately contacted your office, and a second technician was dispatched. He informed me that the first technician had cleaned the sofa incorrectly by failing to use the proper cleaning agent to prevent browning. Additionally, he lacked the necessary tools to resolve the issue. Despite being promised a follow-up appointment between 12:00 PM and 1:00 PM the following day, this commitment was not honored, and I was instead scheduled for a 12:00 PM to 6:00 PM window, requiring me to wait yet again. While I appreciate that the final technician was able to remove the streaks and restore the sofa to an acceptable condition, the inconvenience, poor communication, and repeated delays caused unnecessary stress and wasted my valuable time. This experience does not align with the level of professionalism I expected from Stanley Steemer. Given the circumstances, I am requesting a full refund for the service due to: 1. The initial poor service that left my sofa in worse condition. 2. The inconvenience of waiting multiple times for technicians to rectify the issue. 3. The failure to honor scheduling commitments. I trust you will consider this matter seriously and provide a prompt resolution.Customer Answer
Date: 01/29/2025
I am rejecting this response because:
The business did call me and leave a message, but I have called them back and it has been an extended period Have not returned my phone call.
Regards,
****** *********Customer Answer
Date: 01/29/2025
I am rejecting this response because:
The business did call me and leave a message, but I have called them back and it has been an extended period Have not returned my phone call.
Regards,
****** *********Business Response
Date: 01/31/2025
To Whom It May Concern:
We acknowledge the customer's rejection and have proactively reached out to them again to discuss the matter. However, when attempting to contact the customer on January 31, 2025, we encountered a full voicemail inbox and were unable to leave a message.
We remain committed to resolving this issue and will continue our efforts to connect with the customer to address their concerns and work toward a mutually satisfactory resolution.
Thank you once again for bringing this to our attention. Please don't hesitate to reach out if you require any further information.
Sincerely,
**** ******
******** ********* *******
IICRC Master Textile Cleaner
IICRC Master Water Restorer
******* ******* * **** ********** *** * ******* ** *****
P ###-###-####Business Response
Date: 01/31/2025
To Whom It May Concern:
We acknowledge the customer's rejection and have proactively reached out to them again to discuss the matter. However, when attempting to contact the customer on January 31, 2025, we encountered a full voicemail inbox and were unable to leave a message.
We remain committed to resolving this issue and will continue our efforts to connect with the customer to address their concerns and work toward a mutually satisfactory resolution.
Thank you once again for bringing this to our attention. Please don't hesitate to reach out if you require any further information.
Sincerely,
**** ******
******** ********* *******
IICRC Master Textile Cleaner
IICRC Master Water Restorer
******* ******* * **** ********** *** * ******* ** *****
P ###-###-####Initial Complaint
Date:12/11/2024
Type: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.
Company serviced our property and took payment for quoted fee of $459.46. Then a branch manager called 2-3 weeks later and said there was a balance for approx $150 more than the paid invoice followed by a text message on Dec 11 saying there is a balance for which I replied and get a call from a different manager also saying we owe more than our paid and quoted invoice. Beyond that they are reporting to me that they were told I argued with the service tech over a broken scale and what it was worth which is a complete lie.Business Response
Date: 12/17/2024
Dear ****** ******,
Thank you for your feedback. After reviewing your account and the details of the situation, we have decided to write off the remaining balance on your account. As a result, you do not owe anything further.
We value your business and are committed to providing quality service. Please be assured that there will be no additional charges related to the Invoice dated 11/07/2024 moving forward.
Thank you for your understanding.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | *************************************
P ************Customer Answer
Date: 12/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** ******Initial Complaint
Date:12/10/2024
Type: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.
Transaction date 12/3. Was quoted $750 for floor cleaning based on the size of my home provided on the phone. Sealing of grout was quoted as an additional $550. When the service technicians arrived they said the floor cleaning would not work because there was drywall dust on the floors and in order to clean they would have to acid wash the floors and the cost was $2120. The technician said the water jet did not clean drywall and the regular cleaning would not work. I was moving in on the day of service after Hurricane ****** flooded my house and needed the floors professionally cleaned as there was sewage/flooding. At no time during my conversation with the presales person was I informed that pricing was dependent upon anything but size of rooms, except that marble flooring would have to be reviewed an quoted on site. I provided exact measurements of every room and was provided the quote. I spoke with a national representative after filing a complaint with Stanley Steemer first and her response was that they didn't force me to accept the job when they arrived and i should have declined. She had no issue with the fact that their price was triple what was quoted via phone, or the fact that they did not disclose anything related to possible increases. She said "the increase was base on the evaluation of scope of work when the technician arrived." 1 - I do not believe Stanley Steemer ever had any intention of honoring the pricing provided on the phone.2 - I do not believe Stanley Steemer had to do anything different for the $2120 than they did for the $750.3 - If any of the price increase was truly based on scope, which I do not believe, they should have disclosed on the phone before I made a decision to schedule. Ultimately, the cleaners were in my house for 4 hours at a charge of approximately $550 per hour for professional cleaning. I had no choice but to accept the ****** charge as I was moving in the same day as soon as the work was complete.Business Response
Date: 12/26/2024
**** ******
Fri, Dec 20, 5:24 PM (6 days ago)
to me
Hi *****,
I hope that you have had a great week!
For complaint ID ******** could I please have a little bit more time on this one?
This job was affected by the Hurricanes that came through earlier in the year . So some more involved services were required to properly take care of this customer's flooring, and I am awaiting to get some additional information from the local office to determine if the appropriate pricing was used. So far it does look like they explained all of this and the pricing to the customer and that he approved it before they began the work but I'm just double checking to make sure before I give a response on this.
Thank you so much and if I don't talk to you before I hope that you and your family have a Merry Christmas.
Best regards,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 **************** ****************
P ************
Business Response
Date: 01/08/2025
Dear ***** ********,
Thank you for reaching out to us regarding your recent experience with our cleaning services. We appreciate your feedback and the opportunity to address your concerns.
After reviewing your complaint, we would like to clarify that the charges for the services provided were accurate and in line with the services rendered. Prior to the cleaning, the price was thoroughly explained and approved by you. Our team strives to ensure transparency and clarity in all our communications, and we believe that this was adhered to in your case.
We understand that unexpected charges can be frustrating, and we apologize for any inconvenience this may have caused. If you have any further questions or require additional clarification, please do not hesitate to contact us. We are committed to providing excellent customer ********************** and ensuring your satisfaction.
Thank you for your understanding and cooperation.Sincerely,
**** ******
Customer Relations ManagerIICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ****************************************************
P ************
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