Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/16/2024 Stanley Steemer came out to clean my air ducts. After they left my AC came on and there was a very loud noise coming from the blower motor. I called Stanley Steemer and they sent out a technician who didnt know anything about HVAC so he told me to call the **** company they use. They couldnt get here for two weeks so I called my HVAC guy. The blower wheel needed replaced. I have called Stanley Steemer multiple times and they tell me its not their fault. It worked when they got here and didnt work when they left. How can they say its not their fault!! I also called to talk to the president of the company and he never returned my call. They refuse to reimburse me for the cost to replace the blower wheel, which was $450.

  

  Business response

  12/12/2024

  
  Dear ***** *******,
  Thank you for bringing your concerns to our attention. At Stanley Steemer, we take all customer feedback seriously and strive to provide the best possible service. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
  Our air duct cleaning process strictly adheres to industry best practices and standards. When servicing air ducts, we follow NADCA standards to clean and remove debris from the duct system. We do not remove or alter the components associated with the air handling unit. Rather, we utilize several different methods to clean the components in place, if accessible.   This ensures that our cleaning process remains non-invasive and minimizes the risk of impacting HVAC system components.
  In this instance, while we understand your frustration with the timing of the blower motor issue, it is important to note that blower motor and wheel failures are typically the result of long-term wear and tear, accumulation of dust or debris, or other age-related factors. According to HVAC industry guidelines, blower motors and their components are considered mechanical devices subject to degradation over time. Common causes of failure include:
  Extended Service Life: ************* typically have a lifespan of 1015 years, depending on use and maintenance. Issues are more likely to arise as the system ages.
  Accumulated Dust or Debris: Dust or debris buildup over time can cause imbalance or strain on the blower wheel, leading to noise or failure.
  General Wear and Tear: Bearings, belts, or other internal components may wear down after years of operation, resulting in motor issues.
  We sent a technician to assess the situation promptly after you reported the noise. However, as this issue pertains to your HVAC system's mechanical components and not the air duct cleaning process, we stand by our assessment that the failure was unrelated to our service.
  We regret that you experienced a breakdown in your HVAC system shortly after our visit but based on the nature of our service and the condition of the blower motor, we cannot assume responsibility for this repair. We encourage you to work with your trusted HVAC professional to ensure your system is properly maintained to prevent future issues.
  If you have further questions or concerns, please do not hesitate to contact us directly at **************. We are happy to discuss this matter further.
  Sincerely,
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ***************
  P ************
  

  Customer response

  12/24/2024

  Our home was only one and a half years old when you cleaned our ducts so wear and tear and accumulation of dust is a poor excuse. If your technicians dont get into the area that houses the blower wheel/blower motor as you say, then they bumped the outside of the unit with either their body or the hose. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out about my first experience getting a rug cleaned by this company. When I booked the appointment, I asked if they can take the rug outside in their car and clean it, but when the individual came to clean, he initially told us he cant take it out, and that the carpet can't get cleaned. But then after going back and forth, he decided to clean it, but rather than taking it out, he did it indoors. Water was all over the hardwood floor we have, and we are hoping that it does not cause any damage in the near future. Overall, this was my first time using your company and it was a horrible experience. I would like to get this refunded given that the service was subpar.

  

  Business response

  12/20/2024

  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. A member of the local management team  has 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 Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  

• Initial Complaint

  11/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went online and made an order with Stanley Steemer to clean carpets in 3 rooms and staircase and tile in two areas. They called me when they got there and said there is a small area upstairs that is not on the order. I said if you can keep it under $300 do it. They said they need a credit card beforehand since I am not there. I was out exercising so called my wife to call them with a card. My wife called with the card and then they proceeded to ask her what she wanted done despite having no idea what was going on. They changed the order completely to just cleaning the carpet and spraying for pets despite there not being any. They did not do the tile. I was ****** because now my tenant is upset they didn't clean the tile. I call them to say they need to come do the job I paid for. They said it would be another $90 for them to come out and clean the tile. I went back and forth with them on this saying how upset I was that someone else can change an order despite the account holder, the one they are asking to pay. This should be in their chat history of my account. We finally agreed, or should I say, I got tired and said it is not worth my time, I will pay the extra $90 but that is it. A few hours later I get a charge for around $675. 3 times the amount I initially agreed to do the job not including the $280 payment or so I already paid them. So this $280 job has now gone to $1000. I quickly call up and say what the h*** happened and they claim the tenant there said they could clean a bunch of other stuff. I am not even sure I could have made $1000 order if I tried as this is a small 3 bedroom townhome. I am not paying for something I didn't authorize. Especially after making a big deal about that in the first place. This person who went out there obviously is into making more money at any cost. I am willing to pay the extra $90 I agreed to but no more. I want a refund of $584.14

  

  Business response

  12/05/2024

  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 Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stanley Steemer vent cleaners came out to our home on Wednesday 6th November .After most of the work was done the main personasked me if I had a charger for his credit card machine .No , I replied . Well then you cant use your credit card and will have to pay cash or check .I told him that I didnt have a check and I certainly didnt have that kind of money in house .Do you have Apple Cash he asked .No but I have Zelle .I could only ***** over $1000 of the $1,175 as per Bank .I gave home $175 CASH and tried to Zelle but couldnt as he did t have a bank account .He took all my card details and said office would call me to authorize payment .They never did .We called them and payment had gone through .Vendor DENIED that I gave him $175 cash and said that I was on ***** to tip him ; not true .I have all the Zelle transactions in black and white and sent them to the regional manager .I reached out to manager who said that it was his word against mine !!!!He totally took my cash and LIED !!!!Stanley Steemer should make this dreadful experience right by us !!!They left a mess everywhere and took all the paint off of my front step. DO NOT EVER USE THIS *********** have no idea as to whom is coming into your home They are NOT to be trusted !!!Refunding our money would have been the right thing to do along with a heartfelt apology !This has caused so much angst and distrust !!!Zelle is NOT used by Stanley Steemer .Homeowners be very aware !!!

  

  Business response

  12/12/2024

  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. The local management team has contacted the customer and  we believe that they 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 Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had them come out to clean carpet. Carpet looked fine. After first cleaning there was all kinds of stains left from them leaving it to wet and not doing enough dry strokes . They came and resolved most of stains, however, the carpet is now completely discolored pink in many areas. I now have to have the carpet replaced. I tried working with them and only asking for half of the investment back I spent $594 on this, and they said it wasnt an option. They arent responsible for anything that happens to the carpet. Citing that there must have been things in the pad. This might be believable if all of the pink discoloration happened after the first attempt at cleaning. This all appeared after they fixed from the second attempt. A conversation on process and things that could have been expected or risks involved would have been helpful. As I would have just replace the carpets from the get go. There are clear before and after photos they took on multiple visits. I also have additional photos. Requesting a refund.

  

  Business response

  11/20/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. Local management has contacted the customer directly and they are working towards a mutually agreeable resolution.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ******************************************************
  P ************

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2024, I called Stanley Steemer's customer ********************** phone number with some questions and comments, ultimately wanting to schedule an appointment to clean the carpet in my small bedroom. I also inquired as to because the carpeted room is so small and moving furniture was not an option, would it be possible to have comparable sized area rugs cleaned as well in lieu of a normal sized room. I mentioned that there is a concrete slab under the carpeting in this old building and asked the employees to be careful as concrete holds moisture. They were in the room way too long and also, they now have made up yet another story stating that they told me that they advise a moisture expert to extract before they clean (which they never told me).When they did come out, the employees seemed to have missed a step in the cleaning process, whereas, and I even mentioned it while they were here, water was seeping out of the room as they left the room (cleaning but extracting excess water was to be done). I did mention the reason they were there was because there was a minor HVAC leak which building Maintenance took care of right away. They also cleaned some small area rugs when I mentioned that customer ********************** told me they would. Now I see that the rugs are discolored as well.Correspondence back and forth with various managers overs months proved unsuccessful, as they argued, blamed me and were overall more than unprofessional. This is not what I thought Stanley Steemer was about. The carpet was soaked for days and mold can develop in less than twenty four hours. Yes, they had a vendor come out and assess but that is not all that is ********* a consumer, I am very dissatisfied and it is my right to be refunded for many reasons. Getting that small area of bedroom carpeting recleaned is not what it needs, as more liquid soaked into that carpet is hard on it. It is only four years old but I am still concerned. This is a deceptive business.

  

  Business response

  11/04/2024

  To Whom it may concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. This matter has been reported to our insurance carrier and a claim has been filed. It is our understanding that the adjuster has been in contact with the claimant.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that claim.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************ ************************

  

  Business response

  11/04/2024

  This customer is claiming that the ********************** is sometimes wet in a specific spot and sometimes dry ever since the cleaning no one, including an independent inspector, has witnessed this wet area of carpet. Although he did find signs of a previous water issue which the customer has admitted to being from her hvac. The area she says is sometimes wet when she steps out of bed is right in front on an air conditioning unit. It is possible that what she is feeling is due to the coolness of the air blowing on that area. at any rate it is not physically possible for the cleaning to have created a condition where the carpet is wet sometimes. 

  Customer response

  11/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22496845
  
  I am rejecting this response because: 
  The wet spot on the carpet is not the only reason why I am bringing this complaint.  Overall, the employees did not do much besides damage as the room is very small and furniture could not be moved.  For the price that I paid, this was a consumer being taken advantage of.  This merchant has many excuses and varying stories to not comply with a refund.  This is clear proof of said taking advantage.  I have area rugs that were ruined and I had to throw them out also and replace them.
  Regards,
  
  ****** ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service 8/5/2024, paid $442.00. Stanley Steemer came to clean my hardwood Floors. After completion of the floor about 30 floor boards wood was stripped and split. The manager came out August 6th and agreed the wood was split and stated to file a compliant with their Insurance carrier CorVel. On September 12th a inspector came out and did some inspection of the floors in the house. He acknowledged that the split came from the chemical Stanley Steemer used sat to long. The chemical was floor about 30 minutes before the technician removed it. The manager also acknowledged the chemical sat to long on the floor. The insurance company stated we need to get two estimates to have the floor repaired which we sent to the insurance company. It took the insurance company over a month and a half to get back to us. We made over a dozen plus calls and sent emails to supervisors trying to get this resolved. First we were assigned to ******** ******* who was non responsive. When we finally got in contact with her she referred us to ******* **********. It took over 3 weeks for Mr. ********** to get back to us after we emailed him and called supervisors and called multiple times. Important to note, the number listed for ****** is not even to the insurance but a Pharmacy. He stated our claim had to be reviewed by his supervisor. After waiting over a month we received an email from ***************** carrier for Stanley Steemer) that our claim has been denied. Mr. ********** has stated to us the claim was to high and that would be a reason as well for denial. We also asked to see the original report from person who came to our house once it was received with that being denied and tole we had to wait until the denial. We are being treated with disrespect and left with out hardwood floors being damaged from Stanley Steemer cleaning product. We would like to report this company and see if a resolution can be reached. The floor is not crack but split wood not included in report.

  

  Business response

  11/04/2024

  To Whom it may concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. This matter has been reported to our insurance carrier and a claim has been filed. It is our understanding that the adjuster has been in contact with the claimant.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that claim.
  
  Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
  
  
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************ ************************

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint about poor services provided by Stanley Steemer of ******************************************************************************************, with headquarters at ***************************************. I scheduled a carpet and floor cleaning, which was executed only partially on September 25, 2024, and for which I was charged $585 (Stanley Steemer Order Invoice #********-68). The specifics are: - The cleaning and deodorizing of carpets, cleaning the tiles and grout in the kitchen and master bedroom was done with poor results (see pictures attached), and too late to allow the second part of the project, cleaning the floors. One of the managers (JT) tested the floors in all 4 rooms, hallway&bathroom, and approved the floor cleaning. However, the associate ****** ***** asked to reschedule the floor cleaning, claiming that it was late and was tired. I objected to poor planning, but had to accept it. Work was rescheduled next day 9/26/24, when another crew (***** and ******) came over and started again to test the floors, although I explained that it was done and passed requirements with the other manager. The crew refused to do the cleaning and acted unprofessionally&rude. I asked to talk with the manager, but none was available, and asked dispatcher to note that only written communications will be acceptable from then on.The interaction that followed with Stanley Steemer could be provided as proof that I tried in good faith to reach an agreement with the company, but to no ******** summary:-Carpet and tile/grout cleaning done unsatisfactorily - see pictures: carpet not cleaned evenly, some dark spots remained visible, tiles/grout not cleaned well at border and some middle areas.-House left with the heavy kitchen furniture displaced, not back to the kitchen, and with the dining room.-Stanley Steemer always offers guaranteed satisfaction, a 30-day workmanship guarantee. I am requesting to take advantage of it, after comparing my pictures to theirs.-I am contesting all charges

  

  Business response

  12/03/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of this complaint, we feel that we have given this matter all due consideration.
  
  We do not have a money back guarantee, rather we have a customer satisfaction policy and part of that policy is that if we are notified of any cleaning concerns within 10 days of the cleaning, we will come back out to address those cleaning concerns. This may include re-cleaning spots, areas, entire rooms, or the whole job if necessary.
  
  When the local manager reached out, this customer was offered a ************************ at no charge. The customer declined the courtesy ********************** but instead wanted us to clean hardwood floors at no cost as a resolution. This was not an option as the wood floor was found to have a buildup on it that would make our cleaning ineffective. His wood floor would require services that we do not offer.
  
  We would have considered a partial refund since the customer would not allow us back out to address the concerns, but he has since filed a credit card dispute for the whole amount of cleaning. It is our policy not to issue any sort of refund until a credit card dispute is final.
  
  We feel that a reasonable attempt was made to address the customers concerns and therefor do not feel as if a refund is warranted at this time.
  
  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 ************ ************************

• Initial Complaint

  10/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Provide better customer ********************** by calling and advising customers of the appropriate time of arrival. I waited 5 hours for them to come clean my carpets I understand a window for service but they could at least called a couple hours ago to let me know of their approximate arrival. My time is money too and I lost time.

  

  Business response

  11/04/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint.Thank you for bringing this consumer concern to our attention.
  We have investigated this and show that the customer was scheduled for an arrival window between 8am-1pm. The customer received texts to confirm his appointment and to remind him of his appointment the day before the appointment, these text messages included the date of the appointment and the arrival window. We also sent him a text with the technicians name and picture on the day of service letting him know that he is on the way to his house. We arrived within the arrival window that he was promised. At no time did the customer respond saying that the arrival window was unacceptable until after the service was completed. If we had known that the arrival window was an issue,we would have tried to collaborate with him to see if there was a better option. 
  None the less, I will be sending the customer an apology letter and a gift certificate for his inconvenience as a gesture of customer goodwill and in the interest of customer **********************. 
  

   

  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ******************************************************
  P ************

*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. ↩