ComplaintsforStanley Steemer

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/23/23 Stanley Steemer came out to do an air duct cleaning. After they left, we discovered they had not done the job properly and had damaged our air return vents by pulling paint and dry wall off the wall behind the vent. After some back and forth with the "manager" *****, another team was sent out on November 9, 2023, supposedly to correct the damage but instead, they re-cleaned the entire duct system. This was not what was discussed with us. After this team left our home and we were replacing rugs and furnishings, we discovered two holes had been punctured in our laminate flooring. It had been done by one of the techs who came out to "fix" the initial damage. Several calls and little progress has been made. ***** was supposed to come out with another manager to ***** the damage. Instead of ***** coming out, "Service Manger" ("Hunter") showed up on Monday, November 27 to inspect the damage that we had temporarily fixed (a wax fill, not a permanent fix). "Hunter" assured us he would be meeting with their general manager ("*****" or "****". I've been given both names) that day and he would call us with their recommendation. Now, four days later, no call. I called "Hunter" on the 29th and he wouldn't answer his phone. I've tried everything I can and have been very patient with these people. They have repeatedly lied to us and I think because we are both in our 70's they are under the impression it's okay to treat older people this way. I've attached a file with records of the calls, texts and an email where we have tried to get them to do the right thing. They are a bunch of sketchy, unprofessionals who have damaged our home and they need to make it right. Your help is appreciated.

  Business response

  12/02/2023

  On 10/23/2023 we went out to ************** property to perform a cleaning on the Air Duct system We do honor a reclean if the customer is not satisfied after 10 days. We did go back out to her home on 11/09/2023 to re-clean the Air Duct System at that time it was brought to our attention that there was some damages done to the paint, Management did speak to customer and customer was being very hostile with management, After speaking to management the technician onsite and customer agreed upon instead of us having us repair the damages that were done we would treat the unit for the customer free of charge and give her a discount on one our UV lights that the customer was interested in purchasing from us she did sign a waiver stating she did agree to those terms, receipt with signature was attached to this response. After we left the property, customer called management and insisted that we damaged her wood by this point the customer was being even more hostile we explained to her that we do not carry anything on our trucks heavy enough to cause the amount of damage that was done, but we did agree we would go out to inspect damage and try to resolve this issue. Before we could inspect damages, customer had already repaired damages done. We still sent a member of management to take picture and also assess the damage when management arrived customer stated all she wanted was for us to compensate her for the material purchased to repair wood even though we could not determine if we did the damage or not. We have tried to reach out to *************** regarding this matter and phone calls were not answer *************** stated to management she would like us to communicate through text and management did explain to her it is against company policy to text and we could only communicate via Phone conversation. We have attempted multiple times now to resolve this issue. *************** agreed to let us come out again 12/04 to re assess damages done and to hopefully resolve issue. Please feel free to reach back out to me with any more concerns. 

  Customer response

  12/03/2023

   
  Complaint: 20944203
  
  I am rejecting this response because:

  1.  Stanley Steemer was notified via email (previous attachment) on 10/25 that we had damage to the return vent registers.  Paint and dry wall had been torn off three different return vents.  We also realized that the vent covers on four vents had not been vacuumed/cleaned.  We took care of that ourselves.  Our original complaint did not concern the poor job that was done but rather the damage to our property.  NOTE: this damage was reported on 10/25, not on 11/9 as indicated in Stanley's response.
  

  2.  Stanley Steemer, after some back and forth conversations (which I initiated), said they would send someone out to "look at the damage" - which they did on 11/9.  When the techs came out on 11/9, they understood they were there to re-clean the duct work.  That was NOT what I had discussed with the local manager.  I was told they would come out and "assess the damage and take pictures".  They took pictures and proceeded to re-do the earlier job that hadn't been properly completed in October.

  3.  While on-site 11/9, we were made aware of some type of "growth" in our attic.  The more permanent solution that was offered to us was to sell us an $800 UV light to get rid of the "growth" - or we could pay $175 every three or four months and a chemical treatment would be used.  Neither my husband or I were concerned about the "growth" issue (it's *******; we have humidity.).  After further discussion, I agreed to sign a waiver in return for a $150 discount on the $800 UV light.  We advised we would hold off on making a decision to purchase the light but we had already decided that $650 was still a steep price to cure the "growth" issue.  The tech did do a chemical treatment but it was not intended to replace the solution to our damaged walls. Nor did we ask for the treatment.
  

  4.  After the techs left, we were cleaning our floors and replacing rugs and discovered a chunk of flooring was missing from the hall floor and a scratch had appeared near the *****.  The only way this damage could have been done was by an action on the part of Stanley Steemer.  I was told by Stanley's manager that there was "nothing on their truck that would cause this kind of damage."  We knew this to be untrue because we had seen one part that was used in the attic by the technician.  It was a piece of metal approximately 18" x 18" with a circular ~8" - 10" device attached which was used to pull the debris out of the attic.  BUT, that isn't what caused the damage.  My husband and I recalled that the second tech had used a "pogo" type device to remove the tape that had been applied to the ceiling registers so that the proper suction could be used to vacuum the dirt from the duct work.  This pogo stick was about 4' long and 2-3" in diameter.  The tech would use the stick to catch the tape on the vent and pull to remove the tape.  (He used a stepladder to apply the tape.)  The ***** in the floor was a perfect match for that pogo stick.

  5.  I contacted the local office via text to ask them to reimburse us for a $21.00 repair kit.  No response.  My husband applied the wax fix but it is not a good solution.  Being wax, it isn't a permanent fix and the wax colors do not match our flooring.  I began trying to reach someone to contact us as to how this could be repaired.  It took a while but we finally scheduled a visit for 11/27 where the local manager and his general manager were to come out and take more pictures and discuss next steps.  The meeting was scheduled for a window of 9:00 AM - 10:00 AM that Monday morning.  At 11:00 I was on the phone with "Hunter" who stated that the other manager (*****) had been called in to "take care of something else" but that he would be there by 1:00.  "Hunter" came out, took some pictures (again) and said that he would be meeting with his general manager and that he would call me by 2:00 PM that day.  I never heard anything else from him.

  6.  Stanley says in their reply that they could not reply to me in text.  That being the case, since they had my phone number, I fail to understand why they didn't call me.  I'm very prompt to return calls.

  In summary, Stanley has not dealt in good faith or in an honest manner to have this issue resolved.  They referred to me in their response as "hostile".  I take issue with that characterization.  If being frustrated and annoyed by the constant lies and lack of respect shown to me makes me "hostile", then I was "hostile".   I've made no threats, used no profanity or in any manner have been anything less than respectful to Stanley's representative.  Their statement that they have reached out to me but I was not answering their calls.  That is a lie.  I have gone to my AT&T account and downloaded my Date/Text/Call history for my cell phone.  I have put together the attached spreadsheet that lists all of the calls made and received during this time.  I have the original document if you prefer.  I just submitted it in Excel because it's easier to read and compile.  I can back up everything I've stated in my claim.

  My husband and I are 74 years old.  We maintain our home well.  We want our house to look like it did before Stanley Steemer launched their attack.  I don't think we're being unreasonable or "hostile".  For this reason, we do NOT accept Stanley's comments (I still don't see an offer to repair).

  Thank you for your consideration.
  

   

  
  
  Sincerely,
  
  ***********************

  Business response

  12/04/2023

  Management did go back to the customers home 12/04/2023 to assess damages and has since contacted customer to set up a date and time for contractor to give us an estimate to repair damages. If there is anything else you need or any more question you have for us, we would be happy to help. Thanks! 

  Customer response

  12/04/2023

  Stanley Steemer reached out to us today, Monday, 12/4, at 3:50 PM and have said that their contractor is available to come out tomorrow, 12/5, and "take a look" at what it will cost to fix the floor.  Once the contractor does his review, they still have to agree to pay his fee and set up a time for the work to be done.  I would feel more confident in accepting their proposal if/when the actual work is done to our satisfaction.  I have a few trust issues with their follow through.

  Thanks.
  

   

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  Stanley contracted for J & C Flooring to come out today and replace the damaged laminate.  They were on-time with the appointment and have just left our home after successfully swapping out the damaged flooring.

  Please close out our complaint.

  Thank you.
  

   

   

   

  
  Sincerely,
  
  ***********************

  3083 ***********

  ********, ** 38134

  
  

• Initial Complaint

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a quote for $450 for duct cleaning at my sons home. He was charged $550. The adjustment was made after I complained. The company states the before and after pictures are part of the service. The pictures were not taken. The manager said he would schedule a date for the after pictures. He never did. At this point I dont want them back on the property. I want a $50 refund.

  Business response

  11/14/2023

  We have already issued refund in the amount of $50 and this has been the first message me and the general manager have received regarding this issue 

  
  

  if you have any further questions feel free to reach out to me or the general manager @ ************************************************** or ********************************************* you can also reach us @ ************* or *************

  Customer response

  11/20/2023

   
  Complaint: 20794119
  
  I am rejecting this response because: We have not received the $50 refund as stated in the business response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 25, ************************************************************************************* the kitchen and two bathrooms. After the technician used his equipment to clean the grout, My floor was soaked and puddles of water were left which I was left to clean up. Due to the amount of moisture the grout was not sealed. After the floor completely dried it further revealed there was no absolutely no visible change in the grouts appearance. The cleaning process the company provided did nothing to improve the overall appearance and was the reason I contracted their services. On 9/18/2023 another technician returned to seal the grout and I discussed my concerns and dissatisfaction with the appearance of the grout. There was no change and to seal over the grout would not change the overall appearance. The technician agreed and stated that I could have the grout tinted at $2.50 a square foot. The claim that Stanleys cleaning would brighten and deep clean the grout was untrue. The grout was never sealed. When I contact the office to discuss my displeasure I was told there are no refunds.

  Business response

  10/09/2023

  Good Afternoon, I received the complaint regarding the job done on 08/25 and I have had time to review it. My management team and I have spoke to the customer multiple times regarding this situation the first phone call we had the first thing she asked was for a refund we explained to the customer we do not automatically give refunds we have to first send another crew out to evaluate the cleaning that was done and if needed re clean the floors. Customer was very Combative and did not want us to come back to her home she was very persistant on wanting a refund, We finally came to an agreement that we would send one of senior technicians and he would take a look at the floors and see if there was anything that could be done to give the floors a better visual diffrence. When are technician arrived he explained to the customer that there was some staining on the floors and the only way to get them any better was to color seal them which would initially be covering any stains with a color of her preference. Before we do any cleanings we explain to the customer than we do not garentee anyhting will 100% come out and that we do not bring floors back to brand new, The technician that was out there spent more than an hour doing the cleaning and did the best he could and we also paid another technician to go back out and reclean she had the option to pay for the color seal and refused. We have done the best we could to satisfy this customer but we are not required to give the customer a refund when we did not garentee any visual diffrence would be made and have also offered a discount on future cleanings.

   

  If there is anything else yall may need or yall have any questions please feel free to contact me or my asssistant manager at are emails listed below 

  **************************************************

  *********************************************

  Customer response

  10/09/2023

   
  Complaint: 20682269
  
  I am rejecting this response because:

  I was not combative. Just because I would not accept his answer??

  The first technician did a very sloppy job. I had to take a mop and dry the floor. Puddles all over. He said it would dry in half an hour. (no Way) When did he plan on putting a seal on the grout. It would have to dry first.

  The second Tech did not clean the tile. He was very kind and explained a lot to me. He was the one that said they could seal the grout over the dirt and this would prevent any more dirt build up. 

  I was offered for them to tint the grout for another $500. No thank you

  I am very dissatisfied with this company. I have told people about the job that was done at my house.

  The manager wouldn't return phone calls as promised.
  I kind of knew this would go no where because they have been around a long time.

  Thank you for trying. I will not forget Stanley Steamer. I will never recommend them for anything! 
  ***************************************************

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled cleaning for Aug. 9. Discussed areas to be cleaned and technician would give me quote when he came. I decided to do only the kitchen and entry. Cleaned and sealed. When he finished I signed signature line on i-pad. I did not see the invoice until he e-mailed it later that day. He charged me for 2 bathrooms he did not do. $80.00!On my **** account.I called immediately and reported it, and she said manager would call me. Well he did not. I called again and she had the record that I had reported it. She entered it again and just said they were busy. Never called me and it hit my account. If they doubted me all they had to do was look at my floors. I called Stanley because of their good name. This is pretty crummy and unprofessional.

  Business response

  08/24/2022

  I've talked to ***************************** about her cleaning we are going to refund $80.00 dollars back to her for the to bathrooms she said that she would be happy with that let me know if there is anything else you need.
  
  ***********************

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked an appt for 7/13/22 to have my carpet professionally cleaned on 7/16/22. The day of 7/16/22 someone called to have the appointment rescheduled. I agreed to have it rescheduled for 7/21/22 because we are moving on 7/23/22 and the guy told me the carpet would need a whole day of drying time before we move in. The man thanked me and he told me he would get a Senior tech and he would make us first at 9am and they would take care of me. I got 2 email confirmations for 7/21/22. Well today is 7/21/22 and I called Stanley Steemer and was told my order was canceled. I lost a whole day of work and pay. My last email confirmation was on 7/19/22 saying they were coming on 7/21/22. No one reached out to me to say my order was canceled. A manager has yet to reach out to me to rectify the situation.

  Business response

  07/27/2022

  *********************
  Tue, Jul 26, 6:24 PM (15 hours ago)
  to me
  
  Hi *********,
  
   
  
  The BBB Complaint ID ******** by ************************* is for an independently owned and operated franchise location.
  
   
  
  The franchise is located at:
  
  1250 ***************
  
  *******, ** 38018
  
   
  
   
  
  Could you please have this complaint transferred to the appropriate BBB location.
  
   
  
  Thank You,
  
   
  
  *********************
  
  Customer Relations Manager

  Business response

  08/10/2022

  ******************** Letting you know that we have talked to ******************* home address ****************** ***** **. 38665.We are sending her compensating her for time lost at we have everything settled if you have any questions give me a call at ************ thanks.

  ***********************

  Franchise Manager

  Customer response

  08/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been compensated for lost wages and I greatly appreciate that. I spoke with ***** and he was fantastic. Thank you for making me feel like I am a human and not a number. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered tile cleaning services from Stanley steamer in Memphis based upon BBB ratings and customer responses. I am extremely unhappy with the service I received. First of all, the two young men who came seemed to not have been trained properly. I told them that the reason we had them come was that the weekly cleaning services did not seem to get all of the debris that had built up on our kitchen tiles and we wanted to make sure that they were thoroughly cleaned so that any build up was removed. They sprayed some liquid and used some apparatus to steam clean the floor, but the results and experience were both extremely unsatisfactory. First of all they steam cleaned and pushed much debris to the walls in the room and after things were finished we had to manually use towels and toothbrushes to get all the debris that they had sprayed around from the edges of the room. Second of all there was a small amount of cat litter in the laundry room which after they cleaned was stuck to the walls because they had failed to remove it beforehand. In both rooms we had to get down on our hands and knees and use towels to clean up the mess that they had created. I feel like the service was very poor and the people were very poorly trained.

  Business response

  03/04/2022

  Business Response /* (1000, 9, 2022/02/10) */ When I received notification of the customer's complaint, from the Better Business Bureau, I immediately contacted the customer and offered to return to the home and reclean for them at no charge. It is our company policy to reclean any and all areas with which the customer is not satisfied at no additional charge. The customer declined to have us return and reclean for them. If the customer had contacted us right after the cleaning was completed, we would have gladly returned to their home immediately and resolved the matter for them. We did not hear about the customer's dissatisfaction until we received the notice from the Better Business Bureau. We feel that we made a good faith effort to resolve the problem for the customer but the customer declined our offered resolution. Consumer Response /* (3000, 11, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all they did not contact me until more than a week after we filed the complaint. Do they seriously think someone would wait that long to take care of the mess they created? The floor was wet when they tried to put a rug back and it would have gotten moldy if we had left it. Their debris was all around the sides of the room. We LITERALLY had to get on our hands and knees to clean up the mess. The person who called admitted that this crew had not been trained properly and there had been similar complaints. There is NO WAY I would let them back in my house. The on;y acceptable resolution is a refund.

*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. ↩