ComplaintsforStanley Steemer International, Inc. & Corporately Owned Branch Locations

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 27, 2024, Stanley Steemer responded to our residence to execute an air duct cleaning project contract#********. (See attached contract) •During the air duct cleaning both Stanley Steemer technicians/employees carried all the equipment for the project into our residence. •They utilized a large yellow and black wired equipment/hoses which ran across my exterior front steps and eventually into my residence. •Upon completion of the jobStanley Steemer “The Head Safety Technician,” was in a rush to pack up his equipment and DID NOT wait for technician Anthony to finish resealing our central air unit and dragged the heavy equipment/hoses by himself out the front door and down the front steps to the truck damaging our front steps. •Approximately 1-hour after the technicians/employees left our residence we noticed the damage created to our front steps by the yellow and black wired equipment/hoses. •On this same date, we called Stanley Steemer Air Duct Project Manager, Mr. Leonard O****, to file a complaint regarding the damage to our front steps. •We showed him the damage created to our front steps by the Stanley Steemer, “Head Safety Technician.” •Mr. O**** observed the broken pieces from our steps next to each damaged area and took photos of the damaged steps with his cell phone. •As a result of the steps being damaged the total cost of the repairs to replace our stairs is $2,800.00. •We have tried to settle this complaint amicably with Stanley Steemer on January 27, 2024 (date of incident) and their third-party claims adjustor, ****** *********** (Mr. ***** ** ***** ** ********* ****** ********** ***** ********* ** ******** *** ***** • Stanley Steemer continues to dispute liability in this matter. • ****** *********** sent us a final email indicating that they are willing to resolve this matter with us for $1,400.00. • $2,800.00 is required to repair and replace the damage made to our stairs and reset our custom stair railings. (See attached email threads)

  

  Business response

  04/10/2024

  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;
  
  Paul C*****
  

  Customer response

  04/19/2024

  We are rejecting the business response from Stanley Steemer to this complaint. We have been trying to resolve
  this complaint amicably with Stanley Steemer since January 29, 2024, and their Third-Party Claims Administrator,
  ****** *********** claims ******** *** ***** ***** *********************** **************, since February 27,
  2024, but have not been able to receive an acceptable resolution for the damage sustained to our stairs by The
  Stanley Steemer technicians/employees. According to Mr. ****** Stanley Steemer is disputing liability in this
  matter even though we contacted them on the date of occurrence, January 27, 2024. We additionally provided
  photos (taken the day of the damage) and estimate quotes for damages as requested by their own Air Duct
  Project Manager Mr. Leonard O**** (****************** **************, who also took photos of the damage
  with his cell phone on January 27, 2024, the same date of the damage.
  
  Although ****** *********** continues to state that Stanley Steemer is disputing liability in this matter, they have
  offered us a final offer of $1,400.00 as compensation for the property damage caused by Stanley Steemer.
  However, based on the contractors estimate quotes of $2,800.00 to repair the damage ($1,700.00 to
  replace/repair the stairs and $1,100.00 to remove and replace the railings) previously provided to ******
  *********** and Stanley Steemer. This amount will only cover half of the cost required to repair/replace our front
  stairs and railings. As a result, we are requesting the full $2,800.00 cost necessary to repair/replace our front stairs
  and railings.
  
  Respectfully,
  
  **** *********

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When A-C heat goes "on"-ok. When either goes "off" There are 2 loud bangs, which sounds like 2 doors slamming shut. ( Day & Nite.) I plan to sell my house, I would not buy a house with that going on. No reason to cut 2 holes in furnace, just ducts cleaned.

  

  Business response

  04/17/2024

  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.
  
  The original cleaning date for this order was 4-11-2022 the customer first called us about her concerns on or about 6/17/2022. A manager went out the same day to investigate her concerns. That Manager found nothing wrong with the cleaning performed or anything that could be causing a banging noise because of our cleaning.
  The next time we heard from the customer was on or about 1/18/2023, another manager visited her home on or about 2/14/2023. The manager could not locate any noises coming from her furnace.
  We heard nothing from this customer after that manager visit on or about 2/14/2023 until the receipt of this BBB complaint on 4/03/2024.
  An office manager has spoken to this customer since the receipt of this BBB complaint and reiterated that we cannot address an issue with her furnace that we cannot hear or locate. At that time, the customer informed the office manager that if she hears the noise again, she will call an HVAC company.
  
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked an appointment on the Stanley Steemer website for floor cleaning for (4) LVT flooring rooms. The quote I was provided was $137, I put my credit card in and checked out to confirm the appointment for 03/21/23. The techs show up at my house and the first thing they tell me is "they have no idea what was wrong with the webiste but it's going to be $420.00. I have the confirmation that clearly shows the quote for 4 rooms at $137.00. You cannot quote one price and then turn around and more than double it after you get there with no materials facts changing. This is my last ask for the company to honor the price, my next step after this will be small claims court. This was YOUR error, act with integrity and honor it!!

  

  Business response

  04/10/2024

  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*****
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction 10/15/22. I paid $485 for 3 future cleanings of 3 rooms. These future cleanings were to be used at any time. The technician from Stanley Steemer offered a pay up front contract for 3 additional cleanings at a reduced rate. This was a special offer, only available if you signed up during the current visit. I have since found out that the cleanings have a limited time window, they are not unlimited on time like the technician stated. I clearly remember the conversation with the technician because in the past we had a contract with Stanley that did expire, and we were unable to use all credits. I shared that with the technician, told him we would not be signing up because the cleanings expire. He assured me that they do not expire anymore, that was an old policy and I believed him. Today 3/4/25 I called in to book one of the cleanings and Stanley Steemer informed me that these cleanings do expire, and I have to use them by 4/15/25. I was completely caught off guard and the nice lady offered to have the branch manager call me, she stated they could push the date out farther. I did receive a call but later in the conversation I found out it wasn't the branch manager. So, another lie on stanley steemers part. The individual from the local branch that called asked what the individual at the 1-800-stanley number offered for an end date, I stated 4/14/25, she stated that's what they will do then. I stated I have 4/14/25, was hoping for an extended date which she stated she would not do. Stated its a 1-year contract. I assumed she had access to the notes from my conversation with the 1-800 number, knew her employee lied thats why i was asking for a extension. To her, it didn't matter. I called back the 1-800 number, asked for a copy of the contract, they had the branch send it over (see attached). This is the first I am seeing this document. You'll note no signature. I feel I was dupped into a lie so the technician could make extra commission.

  

  Business response

  04/03/2024

  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

  04/09/2024

  I am rejecting this response because:  I have reached out 2 times and left voicemails to Paul to the number he left and have not received any call back to discuss my complaint with  him.   
  
  Regards,
  
  **** *****

  

  Business response

  04/17/2024

  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.
  
  I have spoken to Mrs. *****, and we were unfortunately unable to reach a mutually agreeable resolution. Mrs. ***** purchased the one-year clean guarantee package on 10/15/2022. This maintenance package has an expiration date one year from purchase. The *****’s have purchased this very same package twelve other times dating back to August of 2003. On all the other maintenance packages they have purchased over the years the expiration date has always been one year from the date of purchase.
  We do not offer a maintenance package that is indefinite or has no expiration date. We tried to verify what was said at the time of service and as you can imagine, the technician could not remember the specifics of that job due to the amount of time that had lapsed. However, he has never sold a maintenance package that does not have an expiration date. We also checked our records and show no similar complaints about the technician in question.
  With all of this in mind, in the interest of customer service and as a gesture of customer goodwill, we offered to either extend the expiration date out further so they can utilize their cleanings or to send them a gift certificate in the amount of the remaining cleanings on their maintenance package. Mrs. ***** declined all offers as she feels that a refund is the only resolution to this matter.
  We do not feel as if a refund is warranted in this matter at this time, however, the two options we offered are still available to the customer should they choose to accept either of them.
  Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Paul C*****
  

  Customer response

  04/18/2024

  I called Paul back after he left a voicemail requesting a call back.  
  Within the conversation Paul stated there was nothing that he could do regarding the misrepresentation the technician did, only to offer a gift certificate of the remaining balance of the so called contract, or have someone come out and finish the work.  He stated numerous times that the technician has never had a complaint or had anyone mention the indefinite contract.  All Paul wanted to imply was that I have had one year contracts with them in the past and so should have expected this one to be no different.    I informed him numerous times that the technician stated this was a new plan that they were doing an indefinite plan.  
  I requested the remaining balance to be refunded to me, and he stated that as it had been over a year, that was not an option.  I also stated that the so called contract that was sent to me was not completed by me, did not have my signature and was completed by someone else, he stated that this was normal practice. There was no apology for the misrepresentation his technician did or him as a representative of Stanley Steemer. 

  
  Regards,
  
  **** *****

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them do the master bathroom tile / grout cleaning. They cracked and blew grout as well as chipped many tiles. No due the damage we have tiles that are hollows out underneath and no longer glues down. Then they sent out a guy to fix it and put skin grey grout sealer on the all of the grout…still creaked (including the sealer) and we also have grout sealer on door frames, base boards, painted walls, and when we were told to get 3 estimates (all of which were $10,000 up to $15,000) we received an offer of $2000. What a joke of a company and waste of my time. This has been dragging on since July of last year. I expect my damages to be paid by Stanley Steamer as they caused it an it was just fine prior (they didn’t note any damage prior same form) here are the dates that they came out and recognized and told us to get three quotes…7/20/23; 7/21/23; 8/1/23; 8/4/23; 9/12/23; and several emails with pictures of the damage exist. And they still don’t want to do the right thing so here we go…

  

  Business response

  02/28/2024

  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 his insurance claim must be directed to the adjuster assigned to the claim.
  

  If she or he is 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 their claim.
  
  Please feel free to contact us again should you have any further questions about this consumer complaint.

  
  Best Regards;
  
  Paul C*****
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were quoted for cleaning tile. When they came out they upsold us on color seal. They said it lasts 4-7 years/protects the grout. They finished and left right away. Later, we found numerous spots that were not colored sealed and lines of dirt along the wall. However, the most important thing we noticed was the color seal was coming up on everything. My new white socks became beige very quickly. My one-year old son's, socks, and footie pj's turned beige color. We called them and they sent someone out on 2 separate occasions and each time they tried something new. Despite them coming out, the color seal was still coming up off the grout and getting all over my kid's clothes and our socks. The manager then came out and said if we gave them one more chance and it didn't work he promised he would fully refund us and restore our grout to its original condition. Nothing changed when they came out again. We are mopping twice a day and every day our white mop pads turn beige. We called the manager and they told us we couldn't have a full refund as originally offered. They also said if we wanted they could "try" to have the color seal removed. Since my son, who is one, crawls on the floor, gets the color seal on his hands and then puts it in his mouth, I asked for the ingredient list of the color seal. It took 2 weeks before they sent me the ingredients. The ingredients explain why my son has had diarrhea since the floor was done. We were sold a product that they misrepresented on many claims during the sale. We were promised a full refund with restoration of our grout to prevent further exposure to the color seal that is coming up. They now are going back on this and report they will give no refund. They ruined our tile They exposed my one-year old son to toxic ingredients that are reported to cause diarrhea and other gastrointestinal issues if ingested.

  

  Business response

  03/13/2024

  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 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

  03/14/2024

  We received a call yesterday 5-13 around 6 pm. I was getting my child dinner at this time and missed the call. We called back an hour later and they did not answer left a voice message. We tried calling again today at noon. No response left another voicemail. 

  We submitted a claim to our credit card company which I am attaching the response. 

  1. They said their white cloth did not have brown on it. I'm not sure why as I used a microfiber cloth with only water today and the cloth turned white to brown (sealant color)  We have never ever used harsh chemicals on our floor.  The only thing I can think of is they did not press hard, because they were tired of fixing it.  The manager also used a white cloth and brown came up, when he was here with my husband.  He showed my husband the cloth, apologized  and shook his hand saying if it doesn't work this time we will issue a full refund and return your grout to original condition. No refund or explanation on how they will return it to its condition was provided. 

  2. They say we are not walking on  the grout. As I sit writing this I look down and my toe is currently touching the grout. So I'm not sure how they can suggest we are never in contact with our grout. 

  3.  Again, I would never ever use any harsh chemicals in my house unlike this manager is insinuating. I am an advance practice nurse and would never use any harsh chemicals with a toddler in the home. I have only used water on the floor. 

  4. They reported they offered to remove the sealant and we did not take them up on this. We simply asked them to please tell us how they will remove it. They came out 5 times and were unable to get it right. Every time they came out my home reeked of harsh chemicals where my toddler could not be in the house for the whole day. I got terrible migraines from the smell. So all I wanted to know was how will you remove it? The response was. "well we can attempt to remove it" As a nurse I did not feel comfortable with them "Attempting to remove it"  For example, are you going to scrape it? (this could not only damage the grout but also leave my. toddler exposed to paint chippings). 

  5. I am deeply offended that the manager stated that we are more concerned with a refund than the well being of our toddler. First that is libel and offensive. Second, how dare you say that $700 dollars is worth more to me then the safety of my child.  I have given everything to my child, I have spent thousands and thousands on my child's well being. Yet this company says I'm a bad parent because I wanted to know how they will remove this toxic sealant?  Before I let them back into my house to  "attempt" to remove it, I only wanted to know how they plan to remove it.  As we told the previous manager the only reason we wanted the refund was to pay another company to remove the sealant. Or an explanation of how this company plans to remove it.

  Hopefully the manager will return our call at some point. 

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

  

  Business response

  03/20/2024

  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. We have contacted the customer and have reached a mutually agreeable resolution.

  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

  03/26/2024

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

  They promise they will issue a refund. They apologized.
  
  Regards,
  
  ******* *****

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 11, 2024 I contracted Stanley Steemer to clean a chair, love seat and sofa. Within two hours after the employee left, the white piping on the sofa cushions turned green. The sofa is a 3 year old Basset down and coil sofa $3000. It is light taupe with white piping. The reason for the cleaning was to remove a few handprints left by floor installers on the arms. The sofa was pristine in all other regards. I immediately contacted Stanley Steemer. They sent someone out the next day. They could just look. The company sent someone else out the next day. They too could do nothing. Day three, the company sent out a 'Quality Control' person *****. He had to research what to do. In the interim, I told the QC person I would do my part and call to see if Basset would be able to replace the cushion covers if his method did not work. I found they could not. I also provided an estimate to the QC for recovering the sofa - it was $2000 for labor alone. The QC came back the next Friday and picked up one cushion. He said he had a treatment to try and he would have it back to me on Monday. On Friday of the following week he brought it back. Most of the green was gone but now had a brown residue. He was not comfortable cleaning it further -he didn't want to cause more damage. We left it that he would talk to his GM and discuss compensation. I provided a copy of the initial invoice from my purchase of the sofa. I understood I would hear back the next Monday. A week later I contacted ***** and he said now his GM wanted him to try another method. This involved removing the cushion covers. I agreed. They were brought back a week later- still with green and now the covers had stretched and no longer fit the back cushions. Again he would talk with the GM about comp. Another week passed. I contacted QC again & he asked how I wanted to resolve the issue. No mention of compensation. I expect to be compensated for a ruined sofa. I have photos if requested-before and after the cleaning.

  

  Business response

  02/28/2024

  To Whom it may concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. After considering this matter it was 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 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 | **** ********** *** * ******* ** *****
  P ###-###-#### 

  Customer response

  03/04/2024

  Thank you for responding. The Tampa Stanley Steemer dragged out the situation for 6 weeks.

  It is unfortunate a complaint filed with the BBB was necessary to get the issue resolved. 
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We order the carpet cleaning service to be done on 2/16/24 in between 8am - 12pm. The cleaning technician arrived around 9:30. As soon as he came in to see the carpet he claimed that the quoted price we received is incorrect and it will be higher. I confirmed that the quote should be accurate because I was very specific on what types of area we want to be cleaned. Later he agreed that we did indeed get a right quote for $235 dollars which includes $30 discount (3 bedroom, living arean dining, stairs, and hallway). The techninician recemmended me to get deordorizer service done. I commented that I did not order the deordorizer service done because it's too expensive and I don't want to spend over $100 for something I can do myself for fraction of the price. He insisted me to getting and he quoted for an additional of $30 he would do all the areas. He said other companies charge for each room and that he won't charge and would do it for $265. He was very friendly and I had no suspicion this could of happened. I asked if he accepts credit card which he said he does. He was tapping away on his tablet and just without reconfirming how much he handed me the tablet for a signature. I looked for total balance but I could'nt see it. Just signing screen was populated on the tablet. I asked if I can get a receipt and he said it will be emailed to me. As soon as I signed he left. After couple of minutes passed I received the invoice and noticed I was charged $365. I was shocked. Obviously this was a mistake on his part. So I had my wife who placed the order initially call and explained what happened. She spoke with Anna L******* and she claimed I misunderstood and that the technician did acutually quote me the correct price. I was furious the hear this. She said if I had any evidence of me being quoted $265. What??? This is daytime robbery. I was conned. Anna offered as good faith $60 gift card. All I want is technician to be honest and refund my $100 I was overcharged.

  

  Business response

  02/28/2024

  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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had dryer went cleaning done. Here are the details including payment. We had a good LG dryer - the dyer vent was not done right - see picture. We threw a good dryer away thinking it was dryer that was the issue as after the vent cleaning the issue of damp clothes was not fixed. We got a new GE dryer and that high power mode that pushed the debris in vent out - this is when we realized the cleaning was not done well. I want refund. It cost us a lot more because we replaced the dryer thinking that had gone bad. Service Date 12/2/2023 Invoice # ********* Customer # ********* Claim/P.O. # Vehicle AD MGR Crew ****** *****

  

  Business response

  02/28/2024

  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

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 26th, we paid Stanley Steamer to clean our kitchen floor. After they left, we noticed that the area where the workers placed their machine that cleaned the kitchen floor left a cloudy white circle on our dark flagstone foyer floor. We contacted Stanley Steamer and they sent a worker to repair the spot. The first attempt did not remove the cloudy area. We notified them and they sent the worker and the manager to fix the damage. They did fix the damaged area but they left a cloudy ring around the area that they fixed and the original floor. We asked them to return and to clean the rest of the floor to remove the cloudy ring. They want to charge us $500 to do this work. So, $500 to repair the damage they made to the floor.

  

  Business response

  01/26/2024

  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

  02/09/2024

  Kelly Peltier <[email protected]>
  Feb 6, 2024, 3:33 PM (21 hours ago)
  
  to [email protected]
  
  Hello,
  
  Thank you for your support as we resolve this issue with Stanley Steamer.
  
  We did not respond to your email because Stanley Steamer is coming to our house on 2/9 to complete the work. We wanted to follow up with you after they completed the work and the complaint is completely resolved. 
  
  Thanks, again.
  
  ***** *******

*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. ↩