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

177 total complaints in the last 3 years.
52 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:06/05/2025
Type:Customer Service 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.
BBB transcribed from typed letter received via US Mail:
May 28, 2025
Better Business Bureau of *************************************************************************************** ************
****** K. ******* Danden *. ******* *******************************************************************************
************ with Answering Machine S
****** Steamer Customer Service **************************************** ************
Order No: 12951812-5 RECEIVED Invoice total: $503.50 Area Rugs $324.00 JUN 0 2 2025 DATE: April 1, 2025
I called Stanley Steamer on April 1, 2025 to clean Couch, Love Seat, and Cushions. They were to take 8 x 10 area rug and 27" x 45" front door rug to shop to clean and return. Appointment was scheduled for April 2, 2025 at 8:30 a.m. I received phone call to move appt. to noon, which was fine. Technicians, *********** & *******, did great job on cleaning couch and love seat and took rugs to shop for cleaning. Rugs were to be returned in 2-3 weeks (by April 16). I called on April 11th hoping rugs might be ready. Call was transferred to area rug shop which only had automated message to leave name and number, which I did, and I would receive return call. NO CALL RECEIVED.
I called on April 16th again to see if rugs were done; spoke wh ******** who said 8 x 10 rug was done but small one wasn't. This didn't make any sense that the big one would be done but small one wasn't. Regardless this is what she told me. I asked if I could have both rugs back on April 18 but no guarantee.
I called again on April 21st; talked to ******** who said she was going to have the manager call me since I hadn't got my rugs returned yet. He called my house line, number provided, within ten minutes, said he was headed to store and would call me again. He called again on my number provided. He said area shop had tried to reach me via TEXT. That was the problem. I explained to him that I don't use my cell phone for anything but personal and emergency calls. Manager, *** I believe his name was, said "maybe you should use modern technology to avoid this kind of problem". This is totally unacceptable from a manager of any business. After being so rude, he told me "my rugs were ready for delivery on April 16 but area rug shop couldn't reach me". This was not acceptable either because I provided phone number with an answering machine so I could be reached.
I feel I should receive a partial refund of the area rug charge because of the high blood pressure. stress and disrespectful attitude of Stanley Steamer employees. I am old school and 77 years of age. No customer deserves this kind oftreatment. I shouldn't have to make multiple phone calls because the business I hired did not use phone number given on April 1st and same number was used for every call I had to make. I also don't use computers for these purposes, thus the typed (typewriter) request for assistance with this issue.
I had Stanley Steamer clean all the carpeting I used to have in my home. I called them again because I had been satisfied with their services. Sorry to say, I was never treated so disrespectful as I was this time. I feel I am entitled to a partial refund.
Enc: Copy of Invoice
Business Response
Date: 06/12/2025
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 ************
Initial Complaint
Date:05/05/2025
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.
April 30, 2025 ( date of service)Quote given over the phone 2 days prior to service: 7 STD areas cleaned, 2 STD area protected, 1 hallway cleaned. Total $417 ( which I pre-arranged and agreed to pay for). On the date of service one crew member ( should have been 2 person crew at minimum). He alone finished the entire job in 50 minutes. He came into our home and immediately bombarded us with aggressive, dishonest and unethical tactics to add extra services ( deodorizers and more protectant), We stated we had no pets, no smoking and our carpet was 5 years old. He insisted that we needed to deodorize and protect the entire house because the carpet would smell because drying time would be 12 to 15 hours. He quoted $150 additional cost ( with a discount on top of that). We felt pressured to agree so our carpet would not smell. When the job was completed the total cost was $717. We were shocked and stated that was more than what he quoted but paid to avoid an ugly confrontation. I immediately relayed our upsetting/ disturbing experience to customer ********************** representative ******** We want to refunded the money we were pressured to pay ( $300 ). Please help us resolve this situation ( I am a retired school teacher on a fixed income. )Thank you,****** ******* **************).
Business Response
Date: 05/08/2025
To Whom It May Concern,

Thank you for notifying us of the consumer complaint referenced above. A member of our local management team has contacted the customer, and we believe that this matter has been resolved to their satisfaction.
If further assistance is required, please contact us again.
Thank you for bringing this issue to our attention.

Sincerely,

**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************
Customer Answer
Date: 05/15/2025
Stanley Steamer said they would refund me $150.00. However it has been 15 days and I have not received a refund. So the complaint has not been resolved.
Thank you,
****** *******
Initial Complaint
Date:04/20/2025
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 paid Stanley Steemer $294.76 to shampoo the carpet in two bedrooms, protect the carpets, and deodorize them. The person that shampooed them said that he did what he old but stains on my daughters carpet would not come out. After he left I used a standard household product and got the stain out immediately. Additionally he left the special cleaner behind and I opened it and it was so watered down that it had no odor. This was supposed to be the special cleaner and it was just a bottle filled with water and very little cleaning solution. I spoke to the customer ********************** *** and they just kept delaying any resolution. I submitted multiple pictures. Then they said I was outside of the ten day window.
Business Response
Date: 04/28/2025
To Whom It May Concern,

Thank you for informing us of the above-referenced consumer complaint. We appreciate your attention to this matter.
We have attempted to contact the customer directly but received a voicemail message stating: "You have reached a voicemail box that has not been set up yet. Please try your call later."

We will continue our efforts to reach the customer to address these concerns. Once again, thank you 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 ************
Customer Answer
Date: 04/29/2025
I received a phone message and returned the call, left message. I told them multiple times that I am a teacher and I cannot answer the phone during the day. They continue to call me during the day. I emailed them they did respond and they offered me a gift certificate for $150 for a future cleaning. I explained to them that they did not get my carpet clean. I had to clean it myself with other products. And that I would never use their service again. I told them that I would only accept a refund they refused in an email.
Customer Answer
Date: 05/06/2025
I spoke to the person who signed this response within twenty minutes of reading it. He was supposed to call me back after I explained everything to him. I have not heard anything else.
Customer Answer
Date: 05/06/2025
I spoke to the person who signed this response within twenty minutes of reading it. He was supposed to call me back after I explained everything to him. I have not heard anything else.
Business Response
Date: 05/16/2025
To Whom It May Concern,

Please be advised we are in receipt of the above-referenced consumer complaint.

Regarding the customer's complaint, we have given this matter due consideration. We do not have a money-back guarantee; rather, we have a customer satisfaction policy. Part of that policy is that if we are notified of any cleaning concerns within 10 days of the cleaning, we will return to address those concerns. This may include re-cleaning spots, areas,entire rooms, or the whole job if necessary. Typically, before any refund is considered, we need to view the job performed to determine if a refund is warranted.

The customer was offered a courtesy ********************** to address any areas of concern, but she declined that offer. We understand that the customer stated she has already cleaned the spots herself and that re-cleaning at this time is not convenient. Therefore, we offered to send her a gift certificate in the amount of $150.00 so that when she is ready to have the area re-cleaned,she could use it towards the cleaning.

Hence, we do not feel a refund is warranted at this time.However, we are still willing to come out and re-clean anything with which she is not happy.

Please feel free to contact me with any further questions or concerns.

Sincerely,

**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************ ************************
Customer Answer
Date: 05/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23227837

I am rejecting this response because I will never use this service again because they did not get anything clean. They defraud their customers with extra protection that is just watered down cleaner that did nothing to protect or clean my carpet. They did not clean my carpet and I was able to clean using regular household products. I hired their service because I did not want to clean the carpet myself and I ended up having to do it anyway. Their service was a waste of money and time. I will continue to file complaints with government oversight agencies, online scam review websites, and leave factual reviews on every possible platform. They took my money and did nothing but wet my carpets and did not get them clean at all.

Regards,

****** **********
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:03/11/2025
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 11/30/2024, the company Stanley Steemer worked on my property while driving a heavy truck on the driveway. They damaged the driveway! I've been speaking with the Manager by the name of **** *****, and he's been trying to get a hold of the insurance agent and has not gotten a response!

Respectfully,
J*** ***** ************
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 our insurance carrier and requested that the adjuster assigned to this customer's insurance claim reach out to the customer to discuss their claim.

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 Answer
Date: 03/23/2025

I am rejecting this response because: The Insurance agent called me but didn't give me a answer on what they are going to do. Please keep the case open until I hear back from the agent!

Regards,

**** *****
Business Response
Date: 04/11/2025
To whom it may concern,
Mr. ***** and I have been exchanging voicemails for some
time. Yesterday afternoon, we successfully connected, and Mr. ***** expressed
his frustration and difficulty in reaching or receiving return calls from the
adjuster. I assured him that I would contact the insurance adjuster and ask
them to reach out to him directly to discuss his claim.
Today, we have communicated with the adjuster, and Mr. *****
should be contacted shortly by them. I ensured that Mr. ***** has my phone
number so he can call me directly if he does not hear from the adjuster within
two business days.
Thank you for bringing this matter to our attention. Please
let me know if there is any additional information you require.

Best Regards,

**** ******
Customer Answer
Date: 04/17/2025
Issue has been resolved. Please close the case!

I accept the business's response to resolve this complaint.

Regards,

**** *****
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

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