Business Profile

Carpet and Rug Cleaners

Stanley Steemer International, Inc. & Corporately Owned Branch Locations

Complaints

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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/21/2025
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 was quoted a price for maintenance cleaning of tiled areas by ********* *****. We walked the areas I want to be cleaned three times over a 18 month period. The areas were: front entrance (foyer) of the house, hallway connecting the master bedroom to the living room, kitchen, and rear entrance from the garage, dining room, family room and the breakfast area. Technician (****) stated that much of what I indicated was extra because his work order (or invoice) on his tablet only included four standard areas. This was a shock to me. The technician argued the he was restricted to the dining room (80% covered by carpet and a formal dining table), family room (50% covered by furniture, and breakfast area (70% by an area rug and small table). All these areas are floored with the same tile that includes the master bedroom. He did clean a ten foot area of hallway that he called an entrance (to the garage). I never was given a printed or electronic invoice. He did not clean the master bedroom and bathroom, nor the main entrance (foyer). This was discussed with the San Antonio manager ****** and a person at Stanley's national call center, ****. **** was going to escalate the complaint, laterally to her counter part ********. I insisted that she escalate this complaint to a higher level, to which she reluctantly agreed to (a person named **** ******). At this point the technician was not helpful and his work was sloppy, he was there less than two hours, and his was ill tempered. The manager ****** was of no help. I am doubtful that unless there is some pressure on them that nothing will be done. Nothing in writing. I at least want to make a evaluation of there poor work that can be seen by other people who are thinking of using Stanley.
Business Response
Date: 03/21/2025
To Whom It May Concern,

Please be informed that we have received the aforementioned consumer complaint. We appreciate you bringing this matter to our attention.

The customer purchased a maintenance program that included 3 cleanings within an 18-month time frame for 4 standard areas/rooms. However, the cost of the maintenance program was not $1971.45. The cost of the 4-room maintenance program was $706.00. The remaining amount was for additional services performed that day. He had 4 standard areas/rooms cleaned and the grout sealed, as well as several non-standard areas including 1 bathroom, 3 hallways, and 2 entrywaysall tiled and cleaned with grout sealed. If the customer wanted all these areas included in the maintenance program, he did not pay for them beyond the 4 standard areas/rooms.

We also returned on 09/06/24 to perform the first of his 3 maintenance cleanings. During that visit, he had non-standard areas cleaned, including 1 bathroom, 1 entryway, and 3 hallways. At that time, he was aware that these areas were not included in the maintenance program because he paid for them to be cleaned and sealed without any noticeable complaint.
Concerns regarding these non-standard areas were raised only during the most recent visit. We have explained in every conceivable way that these areas were not covered under the maintenance program he purchased.

We have forwarded this issue to the general manager of his local office, who will be reaching out to the customer to find an acceptable resolution for all parties involved.

Thank you once again for bringing this issue to our attention. Should you require any further information, please do not hesitate to contact us.

Sincerely,

**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Initial Complaint
Date:03/18/2025
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.
Letter to BBB:Stanley Steemer Philly South - 056 ***************************************** ************** On 9/20/24, indoor tile stripping and cleaning service was scheduled. Two servicemen came and prepped the kitchen, dinette and laundry room areas. After completing the stripping job, the tile appeared blotchy. Some areas dull and shiny throughout the entire area. Informed a repeat cleaning would be required using a stronger stripping solution which the workers did not have available. A second visit was scheduled to redo the job. This required supervisory approval and it was obtained via a phone call that same day. 9/27/24 date rescheduled. Technicians returned and repeated the work. Upon completion, the tile floor has a consistent dull sheen appearance. But the lower portion of the cabinet panels to a counter peninsula in the kitchen appeared wet in comparison to the remaining upper area. The tech told me this would dry and would be fine. This never occurred and the lower portion of my cabinets had dark splotches along with darkened discoloration of the kick plates and all the baseboards were scraped with paint stripped. Reported this to the company via multiples calls and emails. Multiple pictures sent to them along with sending them to my insurance company. To date they have not taken accountability for the damages caused by their machinery or provided me with reimbursement for the payment they received.
Customer Answer
Date: 03/19/2025
additional photos attached
Customer Answer
Date: 03/19/2025
additional photos attached
Business Response
Date: 03/21/2025
To Whom It May Concern,

Please be informed that we have received the aforementioned consumer complaint. We appreciate you bringing this matter to our attention.

We have contacted the adjuster assigned to this customer's insurance claim and requested that they reach out to the customer to discuss their claim. Additionally, we have informed the customer of our actions and assured them that a full refund is being issued as a gesture of goodwill and in the interest of customer **********************.

Thank you once again for bringing this issue to our notice. Should you require any further information, please do not hesitate to contact us.

Sincerely,

**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Initial Complaint
Date:03/11/2025
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.
On March 1, 2025, Saturday, between the hours of 4pm and 5pm, a Stanley Steemer ********** named ******* came and cleaned my couch and loveseat. When he arrived he immediately checked the manufacturer's tag on my furniture to ensure he could service it. After not initially seeing it on the sofa he checked the loveseat and confirmed he could. After cleaning my furniture he directed me to allow it 6-12 hours to dry before seeing final results and utilizing it. The following morning (March 2, 2025 Sunday) I noticed discoloration, specifically ******** on my furniture. I contacted Stanley Steemer and was offered a second cleaning by a tenured ********** to try and resolve the issue. The second ********** was then scheduled for the following Tuesday, March 4, 2025. When he arrived I spoke with him via mobile phone and he advised me the initial ********** should not have serviced my furniture due to the fabric. I later arrived home and he explained in more detail and advised me he would attempt to fix it. After allowing it to dry it was worse than before. The 3rd attempt a supervisor came and scheduled a pick up. Stanley Steemer had my furniture for 5 days only to return it discolored and with noticeably damaged fabric today.(March *******) It also had black spots along the pillows. I am assuming this was due to it not being covered with any type of protection when being delivered in the company's truck. It also had a distinctive smell, as if it had been in a warehouse which was noticeably different from the first **********'s service ( it seemed to have a fresher scent after the first cleaning). My furniture is damaged. I have gotten no response from ****************** who I last had contact with. This has been a horrible experience and a huge inconvenience to say the least. I am out of $214.36 (the cost and tip) plus the cost of my furniture. (not including the $30 cash tip to the second **********) No resolution has been offered. I need a resolution immediately.
Business Response
Date: 03/21/2025
To Whom It May Concern,

Please be advised that we have received the above-referenced consumer complaint. After careful consideration, this matter has been referred to our insurance carrier.

An adjuster will be assigned to the case and he or she will reach out to the customer directly to discuss their claim, if contact has not already been made.

Thank you for bringing this matter to our attention. Should you require any further information, please feel free to contact us again.

Sincerely,

**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Initial Complaint
Date:02/12/2025
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.
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:Delivery 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.
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: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.
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: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.
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: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.
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: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.
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 543.60
Business 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: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.
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,

******** ****

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Stanley Steemer International, Inc. & Corporately Owned Branch Locations is BBB Accredited.