Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After Stanley's crew cleaning my dryer vent, I noticed my dryer imbalanced (wobbling) and now the dryer is making a screeching noise, and I have to get it serviced. I alarmingly suspect that this was an intentional sabotage or attempt to hide damages done by the crew, as I now begin to realize that by taking out a balancer on my dryer (or damaging it while pulling it away from the vent), the wabble of the dryer subsequently destroyed my rotator bearings. I also see a cardboard prop to balance my dryer which I never put there, as the dryer was previously properly balanced. I had asked if the techs were going to clean the dryer lint inside, on the day of service, and was told they don't touch dryers.I was with the techs all throughout the servicing except for the dryer and some vents. I can now only hope that they did not harm my duct work. I will now have to go up to the addict and check, and I hate going up there--as I think I shared with them.

  Customer response

  10/11/2024

  Please cancel this complaint I'm working with my credit card to resolve. 

  Business response

  10/28/2024

  this is the first that we have heard this complaint, and are actively working with the client to fairly resolve.  On 10/25/2024 we sent a supervisor out to inspect and we are making progress.

  Customer response

  10/29/2024

  The business has reimbursed me for the service fee resulting from their trailer damage. The business has reimbursed me for an overcounted vent. I am now satisfied. 

  Business response

  10/30/2024

  this is the first that we have heard this complaint, and are actively working with the client to fairly resolve.  On 10/25/2024 we sent a supervisor out to inspect and we are making progress.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company cam to my location on November 9 they provided a quote. When the cleaners got to the location they quoted 3xs more than their online quote. There were areas that were missed during the cleaning. And some groutlines were not even cleaned. My complaint is a supervisor came out inspected the damage done to the bamboo floor took pictures of the damage and all my complaints, discussed refunding some of the money and never responded to me again.

  Business response

  04/08/2024

  This is an accurate concern.  It is our apologies for not processing the refund that was promised.  We have forwarded the information to our accounting department, and they will be refunding the $500 dollars that was agreed upon on via email in December.

  Customer response

  04/09/2024

   
  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.
  
  **************************************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an agreement with Stanley Steemer,Upon arrival,***** the tech called to tell me that the job will cost more money. I agreed to the price and said to do it.They asked me to come out to meet them I agreed although had left a lockbox for them to enter, I told him that I would be there in 15 minutes and he said he would wait. When I got there less than 15 minutes later (11 minutes to be exact) they had already left. spoke with a lady named **** and explained what had happened,**** told me that they will go back out between 11am and 3pm and that I wouldnt have to be there as long as I sent them an email with my scanned drivers license and I gave them my credit card info. the lady tells me that they are on the way and WILL BE THERE AT 4PM! I leave my law firm yet again to meet them there and again, THEY DIDNT SHOW UP!!! I called and asked for a manager and then I got hung up on! I called back and asked for *****************************, mgr. I told them that before I put a ****** and yelp review, I just needed to get this done and he never called me back, I then left a voicemail for the owner Mr. ********************** and didnt receive a call back from him neither. This has caused me a lot of trouble because now I have to cancel the other crew going out after them to clean and had to cancel the contractor going out to do finishing touches.The management was no more helpful and just as unprofessional. My business went with Stanley Steamer because it is a national known and recognized company that should have a quality of standard for professionalism and contractual adherence. I received neither. I was not only stranded in a situation where had it been clarified early on in the day I could have possibly gotten another company, but now wasted a day waiting going back and forth with extremely unprofessional employees and management. I lost money in my business, in the rental not being completed by today, and more importantly my time, not to mention that they have my CC info!

  Business response

  04/01/2024

  Stanley Steemer was scheduled to clean.
  *********************************************
  ******* **  32810
  
  This was set up for 3/13/2024 to clean 2 bedrooms 1 staircase and 1 hallway.
  At 8:30 am we notified the customer that our crew was on the way the customer provided a door code for us to enter the home
  our crew assessed the floors siting they were not prepared for carpet cleaning there was construction debris and dust nails and screws all over the carpet the crew called the customer and informed him there would be additional $40 dollar charge for the pre clean up, the customer became irate and said he can go to another company and have all the work done for $99 dollars, ultimately the customer authorized the additional work but said he was on the way
  9:22 almost 30 min after our arrival and contact with the customer he had still not arrived for the service and to meet and pay our crew, so we moved them on to their next job, this was after 2 attempts to call the customer and not successfully get them on the phone.
  
  
  At 9:30 the customer called saying our crew left, and we confirmed with the crew prior to leaving they tried to contact the customer twice via phone to get an arrival update and he did not answer the phone.
  The customer was upset they had left, the issue was he was not wanting to provide the crew with payment over the phone and wanted them to get started as he stated he was on the way, unfortunately our crew cannot start cleaning if no one is at the location and we have not confirmed payment.  Our *** explained this to him when he called, and he then decided to allow us to come out later in the day and provided us with lock box and payment information to do so.
  
  Later in the afternoon the customer called in irate that we had not been there yet and had an interaction with one of our ***s and he was informed they were on the way at this time based on the information we had he was told the crew would be there by 4pm but due to unforeseen circumstances the crew was delayed in arrival the new anticipated time was about 4:20,  he was still very irate over this with the *** and ultimately he was transferred to the manager ***********************, **** took the call and listened to their concern.  This was a 3 way call with the customer and another person (a female), during this call the customer voiced their concern of us not completing the job in the morning siting he was at the home within 11 minutes of contact, although that was not the case (we were at the home collectively for almost 30 min) I still listened to the concern and apologized for any miscommunication or inconvenience this may have caused; they also went on to say how horrible our company was and that they could easily use a much better local company for $99 dollars but they chose Stanley Steemer. The customers stated they were going to negatively review us on all platforms and that this situation would not end well.  I apologized for the experience they had and apologized that they felt poorly about our company and our employees but offered to have a crew get the job done; at that time, we had a crew enroute to the home to complete the service.  The customer kept going on about it not being done in the morning and was upset for the additional clean up charge, I explained that post construction clean up is not within the scope of carpet cleaning and that we would do the clean up for the additional money quoted and he continued and the other person continued to badger about how horrible our service and employees are; during this interaction they were being very belligerent and expressing how much they dislike Stanley Steemer and our staff,  the other person on the line said if she allows me to continue sending a crew how can she trust that theyll even show up and then if they do how can she trust that theyll even do the job.  After several minutes of listening to their concern and lack of faith in the company I finally said that Ive apologized for their experience, I have a crew on the way  and I need to know if you want to continue on with the service at which point the customer yelled,  Send them and this ********************** better be spotless  after that outburst I informed the customer that I felt it best we do not provide the service, I told them based on the way they have yelled  on the call the last several minutes that I did not feel comfortable sending our crew to their home as I felt it would have been a hostile situation and also felt his expectations would not be met regardless of the effort that would be put forth; when I expressed this to the customers they started yelling at me at which point I said I apologize but I am not sending a crew and to have a nice day before disconnecting the call.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Please see attached emails to Mike at Stanley Steemer in Florida and Jasmine ***** from Stanley Steemer corporate office. Bottom line is Stanley Steemer charged more than what was quoted, didn't complete work they charged me for, offered an unacceptable refund and won't respond to my emails. Stanley Steemer Corporate office is aware of the concerns, has contacted the office in question and just stopped trying to help or respond to my emails. Stanley Steemer stole money for work they did not complete and when questioned they just ignore you.Please read the email dated Tuesday, April 12, 2022 at 9:56 AM

  Business response

  08/10/2022

  Business Response /* (1000, 8, 2022/08/03) */ Consumer Response /* (2000, 10, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ruined tile floors and won't refund. Also ruined a $2,400 rug. No refund.

  Business response

  05/03/2022

  Business Response /* (1000, 8, 2022/04/12) */ Stanley Steemer did provide service to this home on 3/4/2022, we've returned multiple times to rectify the concerns. On 4/7 we had a 3rd party flooring specialist out to her home and he deemed the flooring restorable and not "ruined" the customer has decided not to allow us to proceed with this. The customer has decided to have two different companies out to assess for restoring and or replacement. Stanley Steemers position currently is that we can restore the appearance to the floor. The customer has also disputed her entire $2210 charge. we are currently still trying to rectify this to a satisfactory solution.

*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. ↩