Carpet and Rug Cleaning Equipment and Supplies
Steambrite SupplyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Steambrite Supply's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:10/15/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After calling Steambrite for pre-sales information on an item that stated "ships direct from manufacturer", I was told they had one in inventory at their facility and could fast ship it. I asked and was told it was NEW in BOX and paid full retail price. I proceeded with an online order.What I received was a poorly packed, damaged, partially assembled item with one tire that would not hold air. Additionally numerous hardware pieces for completing assembly were missing.This was a FRAUDULENT sale. It obviously was a product return. To back that statement up, I ordered the same item from another online retailer, it it was completely dis-assembled, thoroughly packed to prevent damage and had a sealed hardware packet! It shipped from the manufacture as it should have.Steambrite provided return for refund but REQUIRED me to pay $42.83 return shipping. My complaint is about their un-ethical business practices and I would like a check from them to cover the return shipping of $42.83.Order #******* (Shipped)Order Date: Monday 30 September, 2024 NOTE: In pictures image DSC_9016.jpg is the legitimate "new in box" I obtained from another seller.Business Response
Date: 10/15/2024
Order 2072483 / item 5950 / purchased from webpage ***********************************************************************************************
Thank for the super clear photos that was sold and ship was a brand new item 5950 with a statement on that page that states All other warranties, express or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose, are hereby disclaimed. In other words, neither Steambrite or the factory know the exact manner on how a customer might want to use this product and it is up to the customer to determine that is product will meet their needs. All brand-new items include a full factory warranty, but the customer stated they wanted a full refund instead. 100% of the customers money was refunded including the shipping cost that we spent for the customer ordering the wrong item for their application. If the customer wanted to keep this item, and did not like the tires leaking air, then this would have been handled under the factory warranty.
Customer also complained that the exact bolts used by the factory changed. The factory has a right to alter their designs based on parts availability. See terms and conditions that the customer had to agree too at ***********************************************; The manufacture(s) and *********** reserve the right to change exact specifications without notice on all equipment,including but not limited to color, manufacture origination, freight origin,origination of parts, typographical errors, etc.. DISCLAIMER OF WARRANTY:STEAMBRITE GIVES NO WARRANTY, EXPRESS OR IMPLIED, AS TO DESCRIPTION, QUALITY MERCHANTABILITY, FITNESS FOR ANY PARTICULAR PURPOSE, PRODUCTIVENESS,INFRINGEMENT, OR OTHER MATTER, OF ANY GOODS WHICH STEAMBRITE SHALL SUPPLY.THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION POSTED. STEAMBRITE SHALL IN NO WAY BE RESPONSIBLE FOR THE PROPER USE AND APPLICATION OF THE GOODS.STEAMBRITE NEITHERASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR STEAMBRITE ANY OTHER LIABILITY IN CONNECTION WITH THE **** OF THESE GOODS.
LIMITATION OF DAMAGES: THE REMEDY OF REPLACEMENT OR REPAIR OF ANY DEFECTIVE GOODS SHALL BE EXCLUSIVE. IN NO EVENT SHALL STEAMBRITE BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, PROPERTY DAMAGES, OR PERSONAL INJURIES. *************** shall have no obligation or liability to buyer whether arising in contract (including warranty) tart (including active, passive or imputed negligence) other otherwise for loss of use, revenue or profit, or any other incidental or consequential damages with respect to any non-conformance or defect in any items provided here under. You our customer agrees to indemnify *************** and to hold it harmless from and against any and all claims, cost, liabilities, damages and expenses, including attorney's fees, resulting from personal injury or property damaged caused by the Products.
Warranty Disclaimer: Buyer's sole and exclusive remedy for defects in the products shall be as provided in the manufactures's warranty and any other rights provided by law against the manufacturer. **************** makes no other than as specified in this agreement. All other warranties, express or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose, are hereby disclaimed.
In summary 100% of the funds have already been refunded, and the customer could have opted to keep this order and all issues would have been handled under warranty but instead opted for a refund instead of having his issues fixed. Now he wants to **** us for his decision on returning the item. We are not going to pay this customer for any expenses he incurred based on his own decisions.
You cannot complete the checkout on our website until you agree to these policies.Customer Answer
Date: 10/16/2024
Complaint: 22421136
I am rejecting this response because: They are responding with a bunch of irrelevant word salad trying to confuse the issue. Steam-Brite is an un-ethical business based on my prior submitted information.SUMMARY OF THE ISSUES (as stated previously)
* Item Not New in Box yet sold as new at full retail price (un-ethical business practices).
* Item did not have correct assembly hardware.
* Item arrived partially assembled when it was supposed to be "New in Box".
* Item had a flat tire
If this summary is incorrect please have SteamBrite explain why the item shipped from their location in ***********, ** when it states right on their website for the item "While the Steambrite website DOES reflect what is available for purchase, it does NOT reflect available inventory at our local warehouse (***********, **)". When I called for pre-sales information I was told the same thing "this item drop ships from manufacture". BUT they put me on hold and then came back and said they had one on hand due to prior order mix they could ship and I would get the item faster, stating it was "New in Box".
I'm requesting they send me a check for the documented $42.83 return shipping I had to pay. This is not about a stupid flat tire. If that was the only issue I would have repaired it myself and avoided all of this hassle.
Regards,
*** HeldBusiness Response
Date: 10/16/2024
The item was brand new and included a full factory warranty which means any issues would have been resolved by the factory and or dealer. You purchased an all-sale final item and then proceeded to demand your money back instead of following the factory warranty details. You 100% caused this problem. You should have simply had the factory replace the parts in question instead of shipping the item back and demanding more money back than what you paid for the item. You signed an agreement that would hold Steambrite harmless in the event of any issues and here you are breaking your word again, thinking this does not apply to you. The price a customer pays is in direct relationship to the agreement for that price. This is why you can book am airline flight or a hotel room or a rent a car and different rates. Some are all sales final prices and some you can cancel get your money back. In this case you purchased, and all sales final item, agreed to that policy, and then proceed to think you will make up your own policy even though you did not pay for it. We have had customers that developed warranty issues and then ask when are we going to fly to their part of the country and install the part they need? Again, the price they paid, did not include that level of service. Some customers should pay full retail and not purchase online if they cannot figure out how to resolve issues.
Again, you should have simply asked for the warranty issues to be replaced under warranty and avoided this entire process. We are not going to pay more than 100% of the invoice for your mistake.
Customer Answer
Date: 10/21/2024
Complaint: 22421136
I am rejecting this response because:The item WAS NOT BRAND NEW. It would not have shipped in the box (as shown in photo) partially assembled. I have statements from AR Blue Clean and other people (via pressure washer and car detailing forums) that have bought this cart stating that it does not ship like shown in the picture.
You people really are something that your lack of integrity knows no bounds over just sending a check for $42.83 to settle this. You probably support ***** ****** too.
Resolve this NOW or I'll be sending a letter to Texas Attorney General *** ******. This can't be the only consumer stab in the back you've done!
Regards,
*** HeldBusiness Response
Date: 10/23/2024
If you purchase a car and it was stated it was new but because the dealership relocated the car from the delivery truck to the showroom and now it has .1 miles on it. Is it now not new? This cart has never been used, or had any pump installed on it, OR ever purchased by any customers. It is brand new. Being that these are made in ***** by AR I am sure that these carts are not perfect. Furthermore you know that if a cart like this was truly used it would be quite evident. Again, I honestly do not know why you simply did not have AR warranty your concerns if you did not like their bolts or tire. Being you returned an all sales final item instead of following the agreed all sales final policy you are lucky you even got back any of your money. You agreed to follow the warranty process and broke that agreement. You cannot hold us accountable for your decisions. If you warrantied the parts you would not been out any funds to pay for the return shipping.Initial Complaint
Date:08/28/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Goliath carpet extractor from Steam Brite. Brand new out of the box, tank on unit broke, causing water to leak all over my floor. After a huge run-around with the owner *********************, a replacement was sent. When the new unit arrived, pieces on the in side of the "pickup tank" had to be epoxyed and ***** rigged. I don't not trust to take this to a customers house to use when this is the SECOND unit I have had problems with.. Steam-brite was very rude about issues with the second extractor, basically placing the blame on me, the customer. Mind you folks, these are NEW extractors were talking about here. Issues with second extractor and poor build quality is why I am seeking a full reimbursement from the company.Business Response
Date: 08/28/2023
2022-08-24 inv ****** / purchase a Jamco flood pumper. Customer stated fiberglass housing cracked and the machine was replaced under the 1 year manufactures parts warranty as stated in the customers complaint. Customer agreeded to all sales final and stated that all warranty issues would be placed in writing.
2022-10-12 customer purchase an extended 2 year parts and labor warranty through ***************** Systems for this same machine.
PO: ***** // Order #******* // Warranty #*******
2023-08-25 Customers parts warranty with factory has expired and is now replaced with the ***************** systems parts and labor warranty for any future issues.
2023-08-28 Customer places complaint on ******************** website admitting that the only warranty issue was resolved. We have inspected all our emails, that neither in the BBB complaint or in any emails from this customer does it state a single issue is remaining. If this customer does have any remaining issues, he would take this up with the company that sold him the extended warranty coverage for this machine. The require that any warranty issues be addressed through their website.
********************************************
The customer states we were rude with him, and since all warranty issues have to be placed in writing, he should have written evidence of this event. I am sure he does not. Customer states he wants reimbursement of the purchase of this machine but at the time the item was ordered, customers priced was based on an all-sales final agreement. All new equipment includes a factory parts warranty but if you develop an issue with the equipment, the equipment is never replaced rather any the required part(s) is provided. This is true in how cars or purchased and repaired. If you purchase a new car and develop a warranty issue, the dealer does not provide you a replacement free car at each event, rather provides warranty work based on the agreement at the time the sale was made. The time to not agree to a policy is before you do and not a year after the fact. You also do not get to drive around in a car for a year and then expect to return it to the dealer and receive the same price you paid for it. In this case you will see this customer is asking for a similar demand with too it totally un-reasonable. We would suggest that this customer email use with any issue they have to confirm the are not preforming an operator caused error, or file a warranty with the extended warranty company.Customer Answer
Date: 08/29/2023
Complaint: 20530550
Unfortunately for me, all "issues" were explained to the owner ********************* over the phone. Unit has NOT been used but only once to "test".. been sitting ever since with issues.
Regards,
*************************Business Response
Date: 08/29/2023
At the time of purchase, you agreed to all sales final and to make all warranty request by email. Again we are not aware of any additional issues beyond what was already resolved when you stated the housing had a crack, so the machine was replaced. Since your machine is over an year old, your factory parts warranty has expired, you will have to make a claim for any additional parts and service through ************************* website. They will continue to support your machine until your machine is 3 years old. If you need help on how to use your equipment, I would suggest you email us or the factory with your issue. We will not offer tech support through BBB.Customer Answer
Date: 08/29/2023
I never anywhere nor ever did agree to receive broken/ poorly manufactured equipment. As a dad with a small family, this was supposed to be a great business start up. Steam Brite has made this anything but that. Investing into a machine, recive it broken then receive a SECOND broken machine I had to work on is any but what I would consider customer service. Also, the belittlement of "not know how to use the machine" or have "proper training" is a moot point. I've been a Custodian for years. I have used and still use plenty of machines like this daily, all without issues. Also, you "new car point" is b/s as well!! Usually, when you spend a decent amount of money (especially like on brand new car) if you had issues on day number ONE, they would usually work with you. When the first machine was broken, you finally had a replacement sent out, after much belligerence from you. I received a second unit and tried to refuse it. You would not let this happen NOR was I given any option but to keep a faulty machine. I would avoid doing business with *********************** aka *********************.. he will really live up to that name and has the money enough not to care and to stick it to his customers
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