ComplaintsforStanley Steemer International, Inc. & Corporately Owned Branch Locations

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2024, I called Stanley Steemer's customer ********************** phone number with some questions and comments, ultimately wanting to schedule an appointment to clean the carpet in my small bedroom. I also inquired as to because the carpeted room is so small and moving furniture was not an option, would it be possible to have comparable sized area rugs cleaned as well in lieu of a normal sized room. I mentioned that there is a concrete slab under the carpeting in this old building and asked the employees to be careful as concrete holds moisture. They were in the room way too long and also, they now have made up yet another story stating that they told me that they advise a moisture expert to extract before they clean (which they never told me).When they did come out, the employees seemed to have missed a step in the cleaning process, whereas, and I even mentioned it while they were here, water was seeping out of the room as they left the room (cleaning but extracting excess water was to be done). I did mention the reason they were there was because there was a minor HVAC leak which building Maintenance took care of right away. They also cleaned some small area rugs when I mentioned that customer ********************** told me they would. Now I see that the rugs are discolored as well.Correspondence back and forth with various managers overs months proved unsuccessful, as they argued, blamed me and were overall more than unprofessional. This is not what I thought Stanley Steemer was about. The carpet was soaked for days and mold can develop in less than twenty four hours. Yes, they had a vendor come out and assess but that is not all that is ********* a consumer, I am very dissatisfied and it is my right to be refunded for many reasons. Getting that small area of bedroom carpeting recleaned is not what it needs, as more liquid soaked into that carpet is hard on it. It is only four years old but I am still concerned. This is a deceptive business.

  

  Business response

  11/04/2024

  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.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that claim.
  
  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 ************ ************************

  

  Business response

  11/04/2024

  This customer is claiming that the ********************** is sometimes wet in a specific spot and sometimes dry ever since the cleaning no one, including an independent inspector, has witnessed this wet area of carpet. Although he did find signs of a previous water issue which the customer has admitted to being from her hvac. The area she says is sometimes wet when she steps out of bed is right in front on an air conditioning unit. It is possible that what she is feeling is due to the coolness of the air blowing on that area. at any rate it is not physically possible for the cleaning to have created a condition where the carpet is wet sometimes. 

  Customer response

  11/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22496845
  
  I am rejecting this response because: 
  The wet spot on the carpet is not the only reason why I am bringing this complaint.  Overall, the employees did not do much besides damage as the room is very small and furniture could not be moved.  For the price that I paid, this was a consumer being taken advantage of.  This merchant has many excuses and varying stories to not comply with a refund.  This is clear proof of said taking advantage.  I have area rugs that were ruined and I had to throw them out also and replace them.
  Regards,
  
  ****** ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service 8/5/2024, paid $442.00. Stanley Steemer came to clean my hardwood Floors. After completion of the floor about 30 floor boards wood was stripped and split. The manager came out August 6th and agreed the wood was split and stated to file a compliant with their Insurance carrier CorVel. On September 12th a inspector came out and did some inspection of the floors in the house. He acknowledged that the split came from the chemical Stanley Steemer used sat to long. The chemical was floor about 30 minutes before the technician removed it. The manager also acknowledged the chemical sat to long on the floor. The insurance company stated we need to get two estimates to have the floor repaired which we sent to the insurance company. It took the insurance company over a month and a half to get back to us. We made over a dozen plus calls and sent emails to supervisors trying to get this resolved. First we were assigned to ******** ******* who was non responsive. When we finally got in contact with her she referred us to ******* **********. It took over 3 weeks for Mr. ********** to get back to us after we emailed him and called supervisors and called multiple times. Important to note, the number listed for ****** is not even to the insurance but a Pharmacy. He stated our claim had to be reviewed by his supervisor. After waiting over a month we received an email from ***************** carrier for Stanley Steemer) that our claim has been denied. Mr. ********** has stated to us the claim was to high and that would be a reason as well for denial. We also asked to see the original report from person who came to our house once it was received with that being denied and tole we had to wait until the denial. We are being treated with disrespect and left with out hardwood floors being damaged from Stanley Steemer cleaning product. We would like to report this company and see if a resolution can be reached. The floor is not crack but split wood not included in report.

  

  Business response

  11/04/2024

  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.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that claim.
  
  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

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -F GRADING FOR STANLEY STEEMER SERVICE. I FILED A COMPLAINT WITH BBB ABOUT STANLEY *************************** IS BBBS RESPOND: Your BBB has tried to present your complaint to Stanley Steemer Carpet Cleaner in an attempt to resolve this matter to your mutual satisfaction. Unfortunately, despite our efforts, we have received no response to your complaint. STANLEY STEEMER CAME TO SHAMPOO MY CARPETS ON 05/24/24. WHEN THEY LEFT THE CARPETS WERE BUCKLING. IMMEIATELY, CALLED STANLEY STEEMER & WAS TOLD TO WAIT A FEW DAYS. TWO DAYS LATER, STILL NO *************** ALSO NOTICED BLACK DIRTY WATER IN THE TOILET WHERE THEY EMPTIED WATER FROM THEIR EQUIPMENTS & CHIPPED TILE FLOOR IN BATHROOM. CALLED ON 05/27/24 TO FOLLOW UP ON MY ORIGINAL COMPLAINT ON 05/24/24 & ADDED THE DAMAGED CHIP TILE. AN APPOINTMENT WAS SET FOR RE-VISIT 05/28/24. STAFF SHOWED UP TO CLEAN THE CARPETS AGAIN. I TOLD THEM TO FIX CARPETS BULKLING & CHIP TILE. ONE OF THE STAFF SAID THAT IS NOT ON THE ORDER, HE CALLED THE OFFICE & SPOKE TO SOMEONE AT STANLEY STEEMER. HE TOOK PICTURES OF DAMAGES & SEND THE PHOTOS TO PERSON ON THE PHONE. AFTER THE CALL HE SAID HE SPOKE TO THE SUPERVISOR *********** *. & HE WILL GET BACK TO **. CALLED ON 05/31/24 & SPOKE TO ***** TO FOLLOW UP, SHE SAID SOMEONE WILL CALL ME. CALLED ON 06/01/24 & SPOKE TO ******* TO FOLLOW UP, HE PUT ME ON HOLD & AFTER A FEW MINUTES SAID HE SPOKE TO A *************** WAS DRIVING BUT WILL CALL ME SOON OR ON MONDAY. ON 06/03/24 *********** S CALLED & CONFIRMED HE HAD RECEIVED THE PICTURES OF DAMAGES & WILL CALL ME IN A FEW HOURS TO SET UP AN APPOINTMENT. NO CALLS WAS RECEIVED TILL 06/18/24 FROM *********** S WHICH ASKED ME TO CALL "******" AT PHONE NO XXX-1546 & MAKE AN APPOINTMENT WITH HIM TO STRETCH THE *************************** WOULD COME AT THE SAME TIME AS ****** TO LOOK AT DAMAGE. IMMEDIATELY, I CALLED ****** & LEFT TWO MESSAGES FOR HIM. ****** NEVER CALLED ME BACK. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE

  

  Business response

  11/05/2024

  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 agreed upon a course of action that will bring this matter to a resolution. We are filing an insurance claim with our carrier who will adjust this accordingly from there. 

  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

  11/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *********

  Customer response

  11/09/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB, AFTER A QUICK CHAT, HE SAID SOMEONE WILL CONTACT ME WITHIN 48 HOURS TO ASSESS THE DAMAGE & TO CALL HIM AT XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW, SADLY THERE WAS NO FOLLOW WITH **** ****** EITHER. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer response

  11/09/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB, AFTER A QUICK CHAT, HE SAID SOMEONE WILL CONTACT ME WITHIN 48 HOURS TO ASSESS THE DAMAGE & TO CALL HIM AT XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW, SADLY THERE WAS NO FOLLOW WITH **** ****** EITHER. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer response

  11/09/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB, AFTER A QUICK CHAT, HE SAID SOMEONE WILL CONTACT ME WITHIN 48 HOURS TO ASSESS THE DAMAGE & TO CALL HIM AT XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW, SADLY THERE WAS NO FOLLOW UP WITH **** ****** EITHER.

  AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer response

  11/10/2024

  
  ON 10/05/24, I RECEIVED A CALL FROM **** C WHICH WAS FOLLOWING UP TO MY COMPLAIN TO BBB. AFTER A QUICK CHAT, HE SAID SOMEONE / INSURANCE ADJUSTER WILL CONTACT ME "WITHIN 48 HOURS" TO ASSESS THE DAMAGE & TO CALL HIM AT PHONE NO XXX-2417 IF THEY DID NOT CALL. SINCE NO CALL WAS RECEIVED, I LEFT TWO MESSAGES FOR **** C TO LET HIM KNOW. SADLY, AS OF TODAY, **** C HAS NOT CALL ME BACK AND THERE HAS BEEN NO FOLLOW UP EITHER. I AM GETTING THE ROUND AROUND BY STANLEY STEEMER AGAIN. AS OF TODAY, STANLEY STEEMER HAS NOT RESOLVE THE ISSUE.

  Customer response

  11/12/2024

  STANLEY STEEMER HAS NOT BEEN RESOLVED.
  PLEASE REOPEN THE CASE.
  THANKS FOR BBB TO FOLLOW UP TO MY COMPLAIN. HOWEVER, AFTER MONTHS OF WAITING, INSURANCE ADJUSTER FINALLY EMAILED ME ON 11/11/2024 AND ASKED ME FORWARD TO HIM PICTURES OF THE DAMAGES WHICH I DID ON 11/12/2024.
  I HAVE ALSO BEEN ASKED TO PROVIDE A QUOTE. I AM IN THE PROCESS OF DOING SO.
  WHEATHER STANLEY STEEMER /INSURANCE ADJUSTER FOLLOW UP IS STILL QUESTIONABLE. 
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stanley steamer came to clean Air Ducts May 27 2024. Worker 1st said unable to clean due to equipment would not be able to reach vents. He then came back about 20 mins later and said he was able to due it. They spent about 25-40 mins inside and said it was complete. Charged my my card $478. They cleaned 4 out of 27 vents. Left holes uncovered in my furnace which caused my air not to flow correctly, they also uncovered 1 vent in my lower level and left it uncover, and did not do ANY vents in lower level. Air ducts were not cleaned at all. I called multiple times before finally disputing with my bank. I then spoke to a supervisor that said it was understandable and were suppose to come out in June to take pics and look at furnace which they never showed up. Late August received a text asking for pictures. Mid September they again charged my card $478. I called and ask why, Stewart again asked for pictures. I sent over 25 pictures of dirty air ducts and all vents not touched. Stewart then told me that since I didn’t send the pics 2 weeks ago. It’s nothing I can do about it. He was very rude, then gave me a wrong number to his supervisor. I called Stanley Steemer multiple times just for them to keep telling me they will have someone get back with me. I still have not heard anything from anyone, Air duct never were cleaned, and I am out $478. Stewart reason for not being able to get my money back is I took long sending pics, after 3 months of them going back into my account without my permission. I am very unhappy, and Stanley sterner said oh well, it’s nothing they can do about it.

  

  Business response

  11/05/2024

  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,
  
  **** ******
  ******** ********* *******
  ***** ****** ******* *******
  ***** ****** ***** ********
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

  Customer response

  11/06/2024

  Stanley Steemer has contacted me and agreed to refund $200 for not cleaning air ducts

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Because my statement and documentation is so lengthy, I have uploaded a word document with a summary of the issue, dates, times of communication, and their responses. I was unable to upload videos and photos here but have provided a link to the public yelp review I left in an attempt to show the branch manager the 8 videos and 4 photos of dirty water that came out of my carpet the same day within hours of the technician who claimed he shampooed my carpet left. Link to the public review shared with video and photo:***************************************************************************************************************************************************************************************(direct)

  Customer response

  09/19/2024

  I received a call today from the corporate COO and this has been resolved. The dispute can be closed. Thank you.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/7/2024, I had Stanley Steemer come and preform 2 services. Dryer Vent Cleaning and have ONLY my Sectional Deodorized; Cleaned; and Protected. When they were cleaning the dryer vent from the outside vent, they left debris all over my back deck and never cleaned it up. I have enclosed pictures to show you. The tech came for my sectional and without telling me decided to clean, protect and deodorize my chair and ottoman also. When the tech left, there was still dog fur on the sectional. I called Stanley Steemer on Monday 9/9 to file a complaint. I called back numerous times without any resolution. Finally I received a call from Dom, the Operations manager in the ******************* Office who gave me his personal cell number ************ to text him pictures of the damage and debris on the deck. He told me that he would credit me the ottoman and chair on my credit card on Tuesday 9/10. I checked my credit card yesterday, and there was no credit. I also told him about the rip and he said that he would talk to his technician. His tech is claiming he didn't do it and that it was already there which is impossible since this tear accrued on the seam right in the front of the cushion and can be clearly seen. I also told Dom, about the dog fur still being on the couch and he said that it typically takes 2 or 3 times of them coming before it all goes away. I wasn't told that when I was scheduling them to have my sectional cleaned. If I had know that, I wouldn't have hired them. I have sent a few texts to Dom, showing him pictures and he hasn't been responsive. I just want my $641.61 back since they ripped my couch (which now I have to get someone to try to fix); did items that weren't asked and charged me for them; and still have dog hair on it because they never told me the full truth when I was talking to them on the phone to set up the appointment.

  

  Business response

  10/25/2024

  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. It is our understanding that the customer and the local Manager had agreed upon a resolution to this matter and that resolution was followed through on by the local Manager.  We have checked with our accounting department and a refund in the agreed upon amount was processed back to the credit card that was used at the time of service.

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

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a quote from Stanley Steemer of $151 for cleaning a bathroom. When **** showed up on the 7th he said this is a much bigger job and he has to charge me $631.05. I asked him whether the grout is going to look as new (all the stain gone). He said yes and cleaned the tile and grout and the grout still had all the stain. I asked him why and he said "just wait 24 hours and it will all be gone". I called the company for a partial refund and they said someone has to come and look at it. Erick showed up today and he said "even if clean it today the stain will stay". I asked to talk to his manager but he refused to talk to me although he was talking to Erick. I'm filing this because I'm want 50% refund of what I paid.

  

  Business response

  09/23/2024

  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 are scheduled to re-clean the areas of concern on 10/02/2024. 
  
  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

  09/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  I was told by their second cleaner named Erick who stopped by after the first cleaner left that it is not possible to get the original grout color back. The first person lied to me to get a high price. I will only accept this if the company says that they will bring the original color back like I was promised.
  
  Regards,
  
  ********** ***

  Customer response

  10/14/2024

  I did not get any refund from the business although the work they did was way inferior than what they promised when they started the work. It's called extortion. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/12/24 Stanley Steemer was hired to clean ducts in my home. While in my home they created damage. Knocked down blind coverings, left scuff marks on my walls from leaning a ladder against my wall. Bent two vents and stepped on my dryer under a vent and dented the top. I was promised they provide before and after pictures. Pictures or invoice was not received until after I called in and spoke with Kim, who was rude and defensive. She would not provide a managers name and was nasty. She did send an invoice with one before picture. They sent out a supervisor to review the damage and take after pictures that were not taken at initial time of the job. The supervisor tried to bend the vents back in place and wipe the handprint and scuffs off my wall. Did not help. He then showed me pictures of my ducts and said the work was not completed as he found the main duct had not been cleaned. I requested the pictures to be sent to me. I was sent after pictures by customer care, but I cannot access them without a Steemer email address. I later found the dent on my dryer and forwarded pictures. I have requested 100% refund ($495.00) and communicated they are not welcome back in my home since they damaged my home and didn't complete the job they were hired to do the first time. I have made numerous calls and sent many emails with no resolution. I have requested 100% refund of $495.00 as the work was not performed as promised and I asked for both vents to be replaced and a specialist be hired to remove the dent from my dryer. They are now avoiding all calls and emails.

  

  Business response

  09/23/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this 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 * **** ********** *** * ******* ** ***** * ************
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 31, 2023, Stanley Steemer, in *****************, cleaned my pristine, well-maintained, older carpets and sprayed a protectant on them causing the older carpet fibers to become brittle and snap off when manipulated with a vacuum. This protectant chemical was either applied too heavily, improperly mixed, or was an expired chemical, as speculated by **** Shalitz, Vice President of Research and Development for the ************************, that makes the protectant that Stanley Steemer uses. This carpet fiber loss was correlated in December when what was happening and where the fiber loss was coming from was realized. Stanley Steemer was notified and investigated in January. They pulled the protectant out on May 6, 2024. The fiber loss eventually lessened, but not right away. Stanley Steemer hired and paid for a third-party carpet inspector whose report was incomplete and inaccurate and contained a disclaimer so, I made a rebuttal. Stanley Steemer submitted this incident to their insurance company, through their third-party adjuster, ******, who denied liability. ****** *****, President of Stanley Steemer, was contacted seeking a resolution. I requested a reasonable monetary value as a settlement. I have not heard back. In checking the Better Business Bureau website it shows a lot of complaints. I now see why. Stanley Steemer uses third-party Claims adjusters, who pride themself in saving a company they represent, lots of money when bringing resolve to the table, and they hire and pay for third-party inspectors, as in this case, who use a disclaimer to justify inaccuracy and incompleteness, thus stacking the deck against you. A consumer doesn't stand a chance at a reasonable resolution without taking it to the courts. I will never recommend or use them again, for they denied any responsibility for their negligence regarding how the application of the protectant was applied. Can the Better Business Bureau resolve this matter, or is my next step small claims court?

  

  Business response

  09/26/2024

  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.
  
  If the customer has concerns or questions regarding the claim she will need to contact the adjuster assigned to that claim.
  
  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 ************ ************************

  Customer response

  09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22257634
  
  I am rejecting this response because: See All Attachments
  
  Regards,
  
  ***** *****

  Customer response

  09/27/2024

  Stanley Steemer is well aware of this complaint and has been since the cleaning service was preformed.

  Their standard response is all set to go with repetitive words triggered by a button they press, taking a few nano seconds to accomplish.

  **** ******, who seems to be the one always responding to a customer's complaint, doesn't seem to be able to individualize a response. If you read the companies responses on many of the complaints already listed on the BBB site you will see the same tired redundant reply from the same guy over and over again, which just proves my point, the company does not care about you or you property. 

  I feel this company's deny, delay, and don't pay strategy, when ever a service, they preformed, causes damages to a customers property, it is their usual and customary protocol.

  If I had only checked the Better Business Bureau before doing business with Stanley Steemer, I could have seen all the tons of complaints listed and not used them.

  How sad it is that a company can cause damages to a customer's property and then just move on to the next sucker customer, because that is what I now feel like, a sucker.

  I believe the only way to get resolve when damages are sustained by a company that most certainly doesn't care about their mishaps causing property damages to a customer's belongings, is to pursue the legal court system to obtain justice. 

  Please do post my comments and my complaint to warn others, for I learned the hard way. I will never use them or recommend them ever again.

  f there was a negative star rating, I would give them, a NEGATIVE 10

   

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/5/2024 paid $258.00 to clean 5 rooms and 2 hallways. This is day 2 of this unacceptable work. After the first cleaning I called and told them there are stripes on my carpet. Day 2 they said oh well send someone out to take care of rhat. S S employee. Told us he has faulty equip and told 2 different managers. They refused to give him the proper equipment to come back to complete the job correctly. I just spoke with a supervisor ***** who told me that I WOULD have to CALL in the morning and speak with a manager to see if they can come out in a day or two to fix the problem I told her that was unacceptable due to family coming into town this weekend and that was my whole reason for getting the carpets clean and have time to dry before they got here. She was very rude and told me that she understands all that but I'd have to call in the morning @ 830 and speak to **** or **** at that location. I am so upset and will never use or recommend this company of this is not rectified in a timely manner. I expect a call back ASAP ************ ******* *******

  

  Business response

  09/20/2024

  To Whom It May Concern:
  
  
  Please be advised we are in receipt of the above-referenced consumer complaint. We have searched our systems for this customer's account and found only one ********************** from ****************************** this complaint. We found no recent cleanings for this address. 
  
  Is it possible that this complaint was filed to the wrong company or could the cleaning have taken place at a different address.
  
  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 | ******************************************************
  P ************ ************************

*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. ↩