ComplaintsforStanley Steemer of Maine

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to contact Stanley Steemer is very difficult. No matter when called one gets an answering machine and asked to leave a number to call back. I finally scheduled an appointment in early May and they arrived and did a fine job. There was an issue and I called back within the ten day warrant period but as per usual could only get an answering machine. I called daily, multiple times a day, leaving my number, and finally got a call back in mid June, stating I was out of the warranty period. I was told I would get a call back from the owner, ***** to discuss the issue.The call from ***** did not come until August 25. I explained that I had been calling multiple times a day on and off for months, but not only was the phone never answered, but after leaving messages, I only received the one call back. ***** insisted that the phone was answered on every call and the person who answers the phone has worked for the company for 25 years and rarely misses a call. He refused to believe the fact that I have no EVER had a call answered and only get voice mail, and received on call back in June.***** continued to tell me that the cleaning was out of warranty as it took place in May and it was not August. He refused to believe that the reason it was not August was because the phone is NEVER answered and call backs from voice mail messages took place once in June. This is not acceptable service.

  Business response

  09/25/2023

  The customer had his carpets cleaned on  May 10th of this year.  He called approximately 5-6 weeks later to say he had a contractor doing work in his home and the contractor had gotten a 5x 7 area rug we had just cleaned dirty.  The person on the phone told him it would be $130 dollars to clean, which is our minimum. The person also stated, If he had other things to clean to get him the full $130 worth of cleaning, then we would do those as well.  He said he did not.  He did not want to pay the minimum for such a small rug.  He called back to the office a few different times trying to see if there was a way to get the rug cleaned without having to pay the minimum charge. He had asked if we were in the area one day could we stop by his home and clean it for a lower 
   price because it wouldnt take them long to clean. We told him we had to charge the minimum because we have to be consistent with our pricing and if a neighbor calls with a small rug to be cleaned wed have to charge them the minimum.  He asked if we could come pick it up and clean it and bring it back to him.  He was told we dont offer that service.  He called our corporate office a few weeks later to complain, that is when he started saying he wasnt happy with the cleaning and had tried to call within ten days to let us know. They emailed our office to let us know. I called the customer to tell him he had called six weeks later and even if he had called within the ten days, the carpet getting dirty was a result of his contractor and not something we had done.  He started saying it didnt matter who had walked on it, it had gotten dirty again. He then started saying he had called within the ten days which was not the case.   He was not happy that I would not waive or lower our mini
  mum charge and filed this complaint.

  Customer response

  10/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Response from Stanley Steem
  
  
  er indicated that I didnt call until several weeks after the origi
  
  
  he service that I was finally able to get through or get a call bac
  
  
  ppreciate it and apologize for what might have been a nasty tone in
  
  
  nal service. That is not exactly true. It was several weeks after t
  
  
  email. No one has ever answered the phone when I have called, I alw
  
  
  k. The difficulty is every call I make to the company goes to voic
  
  
  ays have to wait for a callback from a voicemail message. I did not
  
  
  ces. I was told that because the Stanley steamer here in Maine is a
  
  
  get a call back for several weeks even though I was leaving messag
  
  
  es at least two or three times a week during that time. I called t
  
  
  o complain to Stanley Steemer international at their corporate offi
  
  
  franchise they had no control over what the franchise did. This ma
  
  
  cies and procedures from the corporate offices. When I finally did
  
  
  r that initial conversation never to have the phone picked up. I 
  
  
  as not true and I told him so, even calling back several times afte
  
  
  de no sense to me as I would think a franchise needs to follow poli
  
  
  hear back from the owner of the local Stanley steamer, he told me 
  
  
  that the phone was answered every single time it rang. Again this w
  
  
  did explain to the owner that yes I did have workmen in the house t
  
  
  initially waiting for them to call me back from the initial compla
  
  
  hat did the carpet, but that was taking place during the time I was
  
  
  he phone, and his responses to the Better Business Bureau do not pr
  
  
  int from the original service. The owner was very nasty to me on t
  
  
  ovide all the facts.
   

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