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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
STANLEY STEEMER INT'L *********************************** STANLEY STEEMER 4 ************************************ ***** ************ On Jan. 25, 2024 Stanley Steemer was hired to deep clean engineered hardwood, hardwood and tiles. Upon arrival, the technican, ***** inspected the hardwoods and started to sell me their Maintenance product that would last five/six years. I explained that I had had a light buffing and a clear ZEP seal done 5 or 6 years ago AND that it was peeling in some place. HE ASSURED ME THAT THE MAINTENANCE PRODUCT WOULD "FIX IT." PREDATORY SALES PRACTICES AND VERY DISHONEST to DENY me telling them about the peeling.DAMAGE TO PROPERTY - .After they left, I soon discovered multiple spots or "fisheyes" in the master bedroom and front entry. Upon closer look there were multiple uneven application marks throughout our entire ranch townhome. And the engineered hardwood lifetime guarantee was VOIDED with their MAINTENANCE APPLICATION.Manager, Andre ************* came. I told him about the light buffing and the product. I even texted him ****** number to find out the exact name.***** then said ***** and ******** had performed "sloppy" work and that ***** would come back to remove the maintenance product. Upfront they acknowledged their poor work. He also asked if I had had a consultation beforehand or was given anything in writing. Both answers were no, which he alluded to a "training" issue. He also stated that the recent "cold snap" may have affected the product which was stored in the truck overnight.On the fifth visit, the expert, *** removed some finish down to near bare wood. Visit six *********** proceeded to completely destroy the bedroom floors by going around 4 times with their WIRE? brush machine. I spoke to ************** ************ and ********************* ************ who assured me two occasions that they would refund the entire cost of $3,139.50. And the insurance claim disputes their expert regarding the markings.
Business response
08/05/2024
8.5.2024, VM from ********************* requesting additional time to respond to complaint.Business response
08/08/2024
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. We reported the customers claim of damages to our insurance carrier. It is our understanding that the adjuster assigned to the claim has been in direct contact with the customer.
All questions and or concerns regarding their insurance claim must be directed to the adjuster assigned to the claim.
If they are having difficulty reaching the adjuster assigned to their claim, we can and will reach out to the adjuster and request that he/she contact the customer to further discuss his claim.
Please feel free to contact us again should you have any further questions about this consumer complaint.
Best Regards;
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 **************** ****************
P ************Customer response
08/19/2024
This has not been resolved to my satisfaction. The problem is that the insurance adjuster report clearly shows damage throughout the house caused by the technicians doing inferior work.
And their refusal to accept responsibility and blame the homeowner. They are being completely dishonest about this.
Customer response
08/19/2024
The luxury ranch townhome has continuous hardwood floors throughout, except for the utility room and bathrooms. The technician is not telling the truth about me. I absolutely told them beforehand about issues with the peeling and showed them exactly where it was happening. They never mentioned that it was possible that the floors would have to be refinished it their maintenance didnt work.
Who in their right mind would do that to their own home? This is absolutely unacceptable that they applied this product first and foremost. But then to blame it on the victim goes beyond the pale.
Customer response
08/19/2024
The luxury ranch townhome has continuous hardwood floors throughout, except for the utility room and bathrooms. The technician is not telling the truth about me. I absolutely told them beforehand about issues with the peeling and showed them exactly where it was happening. They never mentioned that it was possible that the floors would have to be refinished it their maintenance didnt work.
Who in their right mind would do that to their own home? This is absolutely unacceptable that they applied this product first and foremost. But then to blame it on the victim goes beyond the pale.
Customer response
08/19/2024
The luxury ranch townhome has continuous hardwood floors throughout, except for the utility room and bathrooms. The technician is not telling the truth about me. I absolutely told them beforehand about issues with the peeling and showed them exactly where it was happening. They never mentioned that it was possible that the floors would have to be refinished it their maintenance didnt work.
Who in their right mind would do that to their own home? This is absolutely unacceptable that they applied this product first and foremost. But then to blame it on the victim goes beyond the pale.
Customer response
08/21/2024
---------- Forwarded message ---------
From: **** *************************** ******** <********************>
Date: Tue, Aug 20, 2024 at 11:47 PM
Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
To: Better Business Bureau <********************************************************>
I left a voicemail with Stanley Steamer OH and added additional information and photos.Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We got cleaning done on December 23rd, 2023. I had two large area rugs, two small rugs, and my stairs landing cleaned. One of the large area rugs in the living room was not clean after the initial wash, and the service person said he would give it a second go round and add deodorizer while cleaning. Afterwards, he told me not to place my furniture on the rugs for a day or two, until dried so that the feet of the furniture would not leave an indent on my rug, which I adhered to.In June 2024, we wanted to get another cleaning done, and when we lifted our rug, we noticed a rust-colored stain on our wood floor that was only directly under the rug that had received additional cleaning. I called to complain about the issue and a rep was sent to my home to assess the issue. The rep, named *******, was understanding when he saw the damage and assured us that the issue would be taken care of, and I would get a follow up call. Approximately 45 minutes after he left my home, he called to say that after discussing issue with his managers, and after research, it was determined that the stain on the wood floor was caused by glue from the rugs, and Stanley Steemer would not be responsible for the damage. We contacted the manufacturer of the rug Nourison, and they stated that there was no glue in the rug and sent an email stating so. In addition, similar rug in the dinning area was made by the same manufacturer and was cleaned once and had no stain. I was surprised to learn that our report was closed without resolution or even the courtesy to let us know that it was closed. We reached out to Stanley Steemer numerous times but got no response. I am extremely disappointed with the service I have received thus far in trying to address this issue. The damage caused by Stanley Steemer to my wood flooring is approximately $23,575.00. I am left with no other option but to pursue a legal path towards resolving this issue. Thank you.Business response
08/02/2024
To Whom it may concern:
Please be advised we are in receipt of the above-referenced consumer complaint. After considering this matter it has been turned over to our insurance carrier. Once an adjuster is assigned, he or she will contact the customer directly to discuss their claim, if they have not been in contact already.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 **************** ****************
P ************Initial Complaint
07/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am 9 months pregnant with my first **** and requested an air duct cleaning. Upon completion of the air duct cleaning the technician came up to my husband and said they had touched the wall in the newly built nursery with oily hands and tried to clean it but had made a bigger mess. Once they left i noticed that they had touched more parts of the house with the oily hands including my white couch, every corner of my house was damaged with red marks from the tubes they had used and there was an oil stain on my drive way from their truck. on top of all this damage they sent over the pictures of the duct cleaning and the before and after looked no different, mind you this is a service I paid 800$ for. After talking to the manager ***** he informed me that all he could do is give me a 300$ gift card and come reclean the air ducts, which is not suitable because first because I am about to give birth and second I do not want these people in my house destroying more things, so I asked for a full refund of the service. ***** said I would have to talk to someone above. This is where I spoke to the rudest person I have ever encounter in costumer service, her name is ******* . She was instantly rude not hearing what I had to say, mind you was not sympathetic she was talking to a pregnant woman that is giving birth in a week. She kept saying I denied the service for them to come back and reclean the vent.. which yea Im gonna deny the service when last time they came and destroyed my house and she would not give us a refund. They did sent ***** who was the manger out to come clean the wall stains with some spray walls still look stained and need a coat of painting which he agreed about and also agreed that the service was not done correctly and the walls definitely needed painting. 2 days after ***** left ******* called and continued to tell me there is nothing she can do bc I denied their re-service for the ducts and she can give me 150$ gift card to clean the couchesBusiness response
08/05/2024
8.5.2024, VM from ********************* requesting additional time to respond to complaint.Business response
08/08/2024
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 ************Customer response
08/19/2024
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:
************** ********************** 21993624 Stanley Steemer International, Inc. Aug 19, 2024 12:12 PM Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had Stanley Steemer come out June 3rd to clean 3 chairs, a sofa and ottoman and the tile in our entry. An excessive amount of water was used during the upholstery cleaning. This water pooled onto our bamboo flooring which has been installed less than a year. The puddles were left on the floor while the tech cleaned the tile and packed up his tools. My husband came into the room horrified at all the water and immediately started drying it, soaking several towels while the tech said he had planned to clean it after loading his truck. As most know, bamboo cannot tolerate prolonged contact with water. Our floors were extensively damaged. We called Stanley Steemer and a manager was sent out the next day to take photos and survey the damage. We were then contacted by ****, Im assuming from a corporate office because the number is not local. She did not seem to be aware that we had already had a manager come to assess the damage and said she would send someone when we returned from our vacation June 12th. The week after we returned another manager was sent out, taking moisture readings and more photos. We then received an email June 24th from **** telling us the claim has been submitted to Corvel, they should be contacting us in a few business days and Stanley Steemer would no longer be the primary contact on this matter. It is now July 10th, 11 business days, and we have yet to hear from ******. We reached out to **** again as we have not been provided a claim number or any means of contact for Corvel, and it was reiterated that Stanley Steemer is no longer the contact for this matter. I have been left with severely damaged floors, which were newly installed and very expensive, and no means to remedy the situation. I am beyond disappointed and frustrated and feel Stanley Steemer has tried to wash their hands of the situation hoping it will go away.Business response
07/31/2024
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.
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
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Stanley Steemer came out after my insurance called them for a flooded basement. ***** and one other air duct technician arrived four hours after the call list placed in order to extract the water. Given the amount of water that was in the basement, ***** and informed myself as well as the three other guests in my home at that time that they would be unable to extract the water or go into the basement further given it would be unsafe conditions. He also was on hold with the water mitigation team at liberty mutual for to two hours after arriving around 7 PM. he mentioned that until Liberty Mutual would approve them the work they would not be able to start. After waiting for about four hours, ***** and his technician left the premises without extracting water or leaving dryers. He said that because their services will cost more than the insurance reimbursement, he does not anticipate Being able to complete any work. In the meantime, I had three of my own pumps, Attached to my own extension, cords and hoses, pumping water out. I received an email from Stanley Steemer ***** and his technician left saying that I was charged zero dollars because no water was extracted. The next day I received an email that the Stanley steamer will come pick up the dryers in a couple of days although no dryers were left. A couple of weeks later when getting my reimbursement from Liberty Mutual, I was forwarded fraudulent receipts from Stanley Steemer to the insurance company for services that were not completed. I am now at a loss of around $1800 which I would like refunded So the insurance company can pay me for the water damage rebuild. Jamess phone number is ************. I have camera footage showing nothing was completed.Business response
08/05/2024
8.5.2024, VM from ********************* requesting additional time to respond to complaint.Business response
08/08/2024
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,
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Stanley Steemer was hired on 3/1624 to clean 7 rooms/hallways of carpets in my home. When the technician said he was finished I said the carpets were still very wet. He said it could take up to 24 hours for the carpets to dry and instructed me to run the fans and air conditioning. 24 hours later the carpets were still very wet and we called Stanley Steemer and reached their call center and they were closed and would contact us Monday. After 48 hours we (the homeowners) had to pull back the carpets and use commercial air dryer fans to prevent further damage. On Monday we contacted Stanley Steemer again and they came (72 hours later) and determined the carpets were still excessively wet and the technicians equipment had malfunctioned. Stanley Steemer agreed they would send by end of day Monday dehumidifers and fans to supplement the equipment we acquired. No equipment was delivered on Monday. We called again Tuesday and were told they would send remediation equipment. No equipment showed up. We requested a full refund of our fees and were denied. I called several times to speak with them about a refund. Finally, over a week after the cleaning I received a call offering a 50% partial refund. We are seeking a full refund. We requested our bank refund the charge and were denied.Business response
08/06/2024
8.5.2024 KG received vm from ********************* requesting additional time to respond to complaint.Business response
08/08/2024
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,
*********************
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | ******************************************************
P ************Customer response
08/23/2024
Hello, I would like to keep the case open. Attached are two photos of the restoration. I will request my husband send me additional photo documentation, this process went on for several days while and after our issue with Stanley Steamer went unresolved. Thank you, ***Customer response
08/23/2024
Hello, I would like to keep the case open. Attached are two photos of the restoration. I will request my husband send me additional photo documentation, this process went on for several days while and after our issue with Stanley Steamer went unresolved. Thank you, ***Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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
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 youBusiness 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
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 ************ ************************
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Customer Complaints Summary
173 total complaints in the last 3 years.
69 complaints closed in the last 12 months.