ComplaintsforStanley Steemer International, Inc. & Corporately Owned Branch Locations

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our carpet cleaned in our brand new home at *** ******* on Weds June 5, the day before we moved into the home on Thurs June 6. Stanley Steemer has cleaned our carpet in our prior homes, and we never had an issue. However, upon conclusion of cleaning and deodorizing the carpet, there was a foul odor - that was not a wet dog odor that Stanley Steemer keeps saying - but an intense manure + chemical smell. We had to open all the windows and run industrial fans to try to clear the smell before our movers showed up the next time to move us into our home. Unfortunately the smell did not disappear. We called SS and they ended up sending someone out end of day on Thurs June 6, while our movers were there, to assess and they said there was definitely an error on SS part with mixing the deodorizing chemicals, and that they would need to redo the service. They did, and nothing changed thereafter. Even after letting the carpet dry, the smell is there, and has not lessened. We have have not been able to use the basement, had to send guests to a hotel, and we have furniture/boxes that are sitting unpacked ( movers we paid for) because of this. Since Fri June 7, we have tried to get the attention of managers and anyone with authority to take this issue seriously. We had a manager come out who claimed they didnt smell anything, and then chalked it up to wet wool carpet - BUT the carpet is not even wet. And literally every person who has entered the home since Thursday has indicated there is a foul smell. They are clearly trying to avoid dealing with this. We since have had to go to a carpet company to begin a full replacement because its not repairable, as determined by the carpet company. We have 2 kids (3+1 yo), a dog, and are concerned about their health and safety being on the carpet. We have paid for hotels and movers that couldnt be used because of this. We are seeking reimbursement of new carpet so we can live in the state of our home prior to SS.

  

  Business response

  06/13/2024

  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 this customer and have resolved this matter with a refund in the amount of $265.00.

  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,
  
  Paul C*****
  
  

  Customer response

  06/18/2024

  I am rejecting this response because: it is completely unacceptable and only PARTIALLY reimburses us for the carpet services.  Let alone, the fact that we now have to replace all the carpet, at our own expense.  The carpet is not salvageable.  

  We paid $540 total to Stanley Steemer.  To only be reimbursed $265 is less than half.  We used a gift card that Stanley Steemer gave us because of our prior package and the inability to effectively transfer it to our new home.  We should be getting the gift card back, even though I never want to use Stanley Steemer again because of their horrific customer service, but we are still owed at least something for money we have already paid to SS and not gotten anything for.  This whole thing is the worst customer service I have ever experienced.  I would like the full $540 back and expected a company like this to have done SOMETHING incrementally given we are now going to incur a $10K carpet replacement.  

  The fact that no one from corporate has called me to discuss this matter, and they are fully relying on the lies coming from their local branch managers is a reflection on the values of this company.  Total disappointment. 

  
  Regards,
  ******** ****** ****

  

  Business response

  07/23/2024

  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 contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  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,
  
  Paul C*****
  

  Customer response

  07/24/2024

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

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for my couch, ottoman, and area rug to be cleaned. We were hopeful for a great experience, but unfortunately we were left with very dirty furniture and an area rug with a terrible odor. We contacted Stanley immediately. We had to remove the rug because the smell was so bad. Our furniture had a layer of dirt that you could see leaving some areas looking worse than before the cleaning. I even sent them a photo of what one wipe of the furniture looked like with a paper towel which was covered in dirt. We were offered for someone to come out and re-clean, however, they couldn’t come for at least four days. We also did not receive any follow up during those four days, so scheduling was not an option. At that point we wanted a refund and to move on as we were left to deal with dirty furniture on our own with no immediate resolution to an immediate problem. We have been told a refund is not possible even though we were not provided the service we paid for. Finally we connected with someone today (10 days later) who shared a refund is not possible and only offered to come out again which we are not interested in after this terrible experience.

  

  Business response

  06/13/2024

  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 contacted the customer directly to discuss this further and 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,
  
  Paul C*****
  

  Customer response

  06/18/2024

  I was contacted by Stanley Steemer’s customer service department shortly after I filed a complaint via phone and was asked to send photos again which I did that same day. A few days later they followed up via phone and I was given an option that I had previously explained I was not interested in which was for someone to come out and re-clean. I was then offered a gift card of 50% of what I paid which was less than what I was previously offered in writing by their company prior to filing this complaint. Neither option is satisfactory. The representative said she was not aware I was already offered that and she would look into what else could be done and follow up with me. This was in the morning on Thursday, 6/13/24 and I have not received any follow up as of today Tuesday, 6/18/24. My issue remains unresolved. I have requested a refund many times at this point and keep getting the run around. 

  
  Regards,
  
  ***** *********

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Air duct cleaning was done on May 14th 2024 the amount paid for the service was $533.13 after the two young men left I noticed there was a big scratch on my stainless steel refrigerator the dent was so big that there was a white line on it that's how deep it was they had to know that they did that because when the machine hit the refrigerator the young man must have felt the impact I didn't contact the company but I'm making a complaint now because I would like some kind of compensation please advise thank you

  

  Business response

  06/13/2024

  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,
  
  Paul C*****
  
  

  Customer response

  06/21/2024

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work not done Properly left my place a mess. I'm 89 years old & on a walker. PD $500.00 for less than 2 hrs work. I'm on ss since my husband passed away in 2019 and 250.00 an hour is a little much. I prefer a refund do not want those guys back in my home.

  

  Business response

  05/06/2024

  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 contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  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,
  
  Paul C*****
  

  Customer response

  05/20/2024

  5.20.2024, KG received a phone call from ***************** on behalf of *******************. He said that a representative of Stanley Steemer called ***** and tried to speak over her. *** said that the caller said that they would send someone out to look over the work. *** said that ***** said no as she does not want the employees back in her home and is requesting a refund of money paid to business. KG shared BBB would forward this information on to the business for their review and comment.

  

  Business response

  06/12/2024

  To Whom It May **************** Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of the customers 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. Typically, before any refund is considered, we need to view the job that was performed to determine if a refund is warranted.
  
  The customer was offered a courtesy ********************** to address any areas of concern she declined that offer.
  
  A manager has not been afforded the opportunity to view the work that was done to determine if a refund is warranted.
  
  The only pictures we have were taken at the time of service and show that the system was cleaned at that time.
  
  The local management has left several messages to discuss this with the customer, *******************, without a response, they have also sent a letter since they were unable to reach her by phone. To date there has not been a response to the letter either.
  
  Therefore, we do not feel as if a refund is warranted at this time, we are, however, still willing to come out to reclean 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 ************ ************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to have the rental home carpets cleaned and was scheduled for 4-9-24, for $278.64. They sent me another receipt just in case I wanted the deodorizer for $420.12. I did not want the deodorizer because I was told it would smell good without it. I just took that as they will try to persuade me to get it. Both receipts were emailed to me. This is an empty house. I only go to the house when work has to me done. So, since it was scheduled with a window of 8 am thru 1 pm my husband took off work waiting for them. When they arrived, they recommended to my husband the deodorizer then they recommended the protection. My husband called me both times to get my okay. Now the bill became $550.24 billed on Mastercard ending 8783. Once they left my husband opened the windows to assist in the drying though they said it would dry quickly. My husband thought it was too wet. Between 4-10-24 and Saturday, 4-20 it was discovered that the house smelled and we realized it was the rug. (smelled of dirty must and sort of like corn chips) During this time we had the house inspected and they said we never cleaned the rug. The inspector thought we were not telling the truth, so we failed the inspection. Called in for refund that same day, 4-20, and they got me another appt??, for 4-22, 12-5 window. So, my husband took another day off. When the Stanley Guy came, he said rug was dirty and to ask for a refund. I called in & they said manager will call back. He called & said he wants to see it. Appt. 4-23 at 9am. He came at 9:20. He said he must talk to district manager. He said he smelled the odor & wanted to have it cleaned again. My husband, **, said no, and wanted a refund, & now he was the 7th person to see and smell the rug. Me, **, my brother, Housing inspector, contractor, another Stanley worker, and himself. This is now the 3rd day ** had to take off work. Will they pay us for that also??? Their solution was a credit, for $200 to use them again. No way.

  

  Business response

  05/21/2024

  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,
  
  Paul C*****
  

  

  Business response

  05/21/2024

  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,
  
  Paul C*****
  

  Customer response

  05/30/2024

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

  Customer response

  05/30/2024

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contact stanley Steemer for Vent cleaning but they put holes on my AC A coil indoor unit.

  

  Business response

  04/23/2024

  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 this 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,
  
  Paul C*****
  

  Customer response

  04/28/2024

  
  I am rejecting this response because: work not done as promised and no clean was completed as per procedure, ypur guys just blow air on top vent instead run the air cables through the vent, blow again with fishing cables etc.,

  fake & cheating work.

  looks my vent how your staff cleaned, for this stupid job i need pay 890$ cheating, fraud company.  

   

  i am not aware until i saw your videos how cleaning the vent posted in youtube. 

  
  
  Regards,
  
  ********* *****

  

  Business response

  05/07/2024

  To Whom It May Concern:
  

   

  It is our understanding that the local  manger and the customer reached an agreement to resolve this matter on or about April 19th 2024. The agreed upon resolution was a check in the amount of $1500.00. 

  Check number ****** was issued on 4/24/2024 and was mailed to the customer on 4/26/2024. A copy of that check is attached to this response.

  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,
  
  Paul C*****
  
  

   

  Customer response

  05/08/2024

  1500$ for damaged AC unit, i am complaining regards to work too, vent not cleaned properly also not follow as per Stanley Steemer procedure. i am not paying $890 just blow air on top vent. 

  As per procedure, Air tube needs run inside duct & also run air tube with fishing cables. Downstairs who doing Vent clean he didn't done anything like that also 3 vent cover taps not even removed so how do i believe that he follow the procedure and cleaned the vent ? as per work agreement to clean my vent?
  
  Regards,
  
  ********* *****

  

  Business response

  06/05/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of the customer’s complaint, we feel that we have given this matter all due consideration, we came to an agreement with this customer and he even signed a release stating the exact amount we agreed to send him. That release is attached to this response. 

  We fulfilled the agreed upon resolution on our end and do not feel as if any further compensation is warranted in this matter.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On about March 28 2024,Stanley Steamer came to do my front rm flr and hallway, 1 person came, Cory, to do the work, he had to move the furniture off the flr by hise self, cleaning, recoating the flr & cleaning the furniture. He said my floor needed stripped and that doubled the price I was quoted on the phone. Stripping the flr left the flr looking sparce in places. I tried to help him move the furniture off the flr because in doing it by himself he dropped it putting 2 deep scratches in the flr, I tried to help him, I'm 73 and still under Dr's care from a fall on my hip & I was weak & fell down when I tried to put the sofa down. My husband is 75, has a hernia and is too weak to help, he was keeping our 2 small dogs out of the way & off the flrs. When Cory left he didn't know how to close the storm dr, in forcing it shut he bent the closing arm & the door drags scraping the tiles on the porch. They replaced the arm on the door but said the door dragging was pre-existing. They cleaned the sofa but left streak marks all over it. I called & complained, William a manager came to look at it, he assured me they would correct all these things & put a 2nd coating on the floor. A man who was an associate manager & trainer to the other young men, said the scrapes on the flr were pre-existing I explained how they got there you could see the scrapes were fresh, he said they couldn't get them out, I showed them the sofa and I said 3 times to all of them they were supposed to redo it but they ignored me. William came back when they left, saw the sofa and ask if I told them, I said yes and I had to struggle with them to put a 2nd coat of finish on the floor as William said that's what it needed & they could buff out the scrapes, he ask if I wanted them to come back & finish the sofa I told him I was reluctant to do that as I was afraid of scratching the flr up more, I would try to fix it myself, he offered me give me a $250 gift to use to get the floor or the sofa done, I ask if he could give me $250. Back in money to have the scrapes removed that would be best, he said he'd try, when I called him April 12, he said the items that I mentioned were all preexisting according to his associate manager that came,he sent me a gift certificate but would give no money back, I planned to use that money to get the deep scratches out that is what I was willing to settle with but he said they were also pre-existing

  

  Business response

  05/09/2024

  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,
  
  Paul C***** ********

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stanley Steemer -Better Business Bureau I had my carpet cleaned on April 5. During cleaning I pointed out an area where there was no pile. He responded with something that I did not hear due to the equipment running. Upon closer examination, after he was gone, I determined that it is quite unsightly an not acceptable. I called customer service to report it. The agent indicated she would send someone to inspect. Jackson arrived on Saturday , April 6 and stated that SS does not repair carpet. He then said that once it is repaired they will do a redo. He came prepared to clean. I know that the agent did not understand my complaint when I called. Jackson called a supervisor by the name of Ricky. Ricky called me and said they would send someone to inspect. I was scheduled today between 9:00 and 11:00. At 11:00 no one had arrived. I called Customer service and she said Cole is 20 – 25 minutes away in Dublin. I left to run errands. While out, Cole called to say he would be here in 20 – 25 minutes. I told him I was not home. I sincerely think that the appointment was never scheduled. I told him I would be here at 11:45. He showed shortly after with another representative he said he was training. He came in—looked at the carpet and said “our equipment would not do that” at which time I determined that nothing was going to be done – and told him he could leave. I want the carpet repaired and a redo as stated by Jackson ,in addition to a full refund!!

  

  Business response

  05/09/2024

  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 contacted the customer directly and left  messages, 4/23/24, 5/01/2024 and today 5/9/2024,  requesting a return call to discuss their concerns.
  
  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,
  
  Paul C*****
  

  Customer response

  05/14/2024

  5.14.2024 BBB received notification from consumer that the business has addressed his complaint.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To bring this into a better perspective my home is a log home with an open living concept. The service requested was not completed per contract and service upsell happened twice within the first five to ten minutes the tech were in my home. Windows were left open and customer was not advised (window easily accessed from outside and therefore, alarmed when closed) a vent that was specifically pointed out was not covered at all at the request of the customer; therefore, metal shavings/dust went over contents of that closet and one next to it. No ceilings on closet. Every item of clothing had to be washed or dry cleaned, the had to be thoroughly cleaned. It took me three days to complete that task. Once plastic vent covers removed only half were thrown in the trash and rest were balled up next to the vent. When vent covers were put in the trash they actually broke the trash can lid. The lid is electronic and must have been forced closed. It took me three days to clean up mess. I was present the entire time and told techs to let me know if they had questions or concerns. At the end of the process I was shown side-by-side imagines of the ducts before and after. At the time I was told I really didn’t need the service. Ducts were not that dirty Date of “service” occurred 2/20/24. Since that time I have spoken four individuals each a supervisor of the previous person. On 3/6/24 I spoke with David B******** (###-###-####). We came to an agreement of a refund of $647.67 and that he “would walk the check out to his secretary” and I should receive it by 3/15/24. I didn’t. On 3/25/24 called to tell him refund not received. Told me my account was closed since I cancelled the upsell of the filters. He apologized. and said his secretary would be back in the office on 3/26/24 and he will have her mail it out. It is 4/8/24 and the check has still not been received. Please assist me with this matter. I would greatly appreciate your help.

  

  Business response

  04/17/2024

  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 contacted the customer directly and are collaborating with them 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,
  
  Paul Carson
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016
  P 614-652-2417

  Customer response

  04/18/2024

  I am rejecting this response because: I have yet to hear back from Stanley Steemer after sending requested photos supporting my complaint. While I appreciate Stanley Steemer’s customer service involvement and them contacting me I am hesitant to close out my complaint with the BBB. I feel there may possibly be some need for the BBB’s further involvement in this matter in the future.
  

  Thank you for the information and I welcome a quick solution to this matter.

  
  Regards,
  
  ****** ****

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/06/2024 work completed. I contacted manager to see about repair 3/14/24, I have been a customer of Stanley Steemers for many years, using them for carpet cleaning. My husband and I decided to use them to clean our vents. The process was going well until the end when the guys went to clean out the dryer vent and stuck the tool into the outside vent, and got the tool stuck in the ceiling of our basement. The tool was placed blindly. The men doing the work blew out the remaining lint that they could and stated that the dryer vent was disconnected at the elbow. I was told that the manager Jeremy would be out the next day (Friday). This did not happen. In the meantime, they taped the rest of the tool to the back of my house. Monday Jeremy came while I was working and spoke to my adult son. He left me a message stating he could fix ceiling (needed to cut into my ceiling to remove tool) because he did this work on the side. We set up a time to come out and look at ceiling and he stated he could do a few other small jobs that we had in our home. He was supposed to give a quote with labor and material separately. Never received this. Set up date to come access he never showed up. Called 4/01/24 spoke with nice gentlemen Kirk, who stated Stanley steemer would take care of my concerns and he would escalate issue (Branch manager or regional manager to call). 4/05/24. Call from Kim (office manager) called stating it was our problem. Stanley Steemer was not responsible and would not pay for anything. Kim was extremely rude and said that Jeremy said I did not follow up with him. I have all the message and text messages between us to prove otherwise. I am so disappointment in what I thought was a well- known, very high- quality company. They do NOT back up their work or support their customers. I WILL NEVER USE THEM AGAIN OR RECOMMEND them to anyone. They also broke the flap vent that leads out of my house from dryer.

  

  Business response

  04/17/2024

  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 contacted the customer directly and left a message requesting a return call to discuss their concerns.
  
  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,
  
  Paul C*****
  

  Customer response

  04/18/2024

  I am rejecting this response because: I have not had any contact with anyone from Stanley Steemer.  I will take pictures of damage and send in as soon as the repairs are initiated. We have someone coming to the house next week to asses.
  
  Regards,
  
  **** *** ******

  

  Business response

  04/24/2024

  To Whom it may concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. After considering this matter it has been turned over to our insurance carrier. Once an adjuster is assigned, he or she will contact the customer directly to discuss their claim, if they have not been in contact already.
  
  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,
  
  Paul C*****
  

  Customer response

  05/08/2024

  Hello, I am contacting you regarding the above case #.  I did not want to close this yet because it has not been resolved yet.  I am still working with the insurance adjuster to find a repair company to fix the damage.  I prefer that this not be closed until the work gets completed.
  
  
  
   
  

*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. ↩