Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been using Stanley Steemer out of Inverness, Florida, since 2018, with several service, calls for tile cleaning a year. This last visit was a visit of firsts for sure. The first issue was not getting a call ahead letting me know the drivers were on the way; on all my other orders, I had always received a call letting me know they were heading to my location, giving me time to lock up the dogs. Given that they were 20 minutes early, this would have been very helpful; now you might think, how can you complain about them being early? This is true, except they were in my driveway at 7:40 in the morning on an 8-12 work window with no warning. When the technicians entered my home, one of the technicians began to measure my rooms with a laser; since first doing business with Stanley Steemer in 2018, and on all past visits, I had never had any of my rooms measured out; this was a first for sure. I was told I would have to have my order reentered and would be charged for an oversized room, and another space would have to be recalculated as it was considered an entry space, not a hallway. My order went from 400.00 to 480.00. I have an open floor plan and less than 2400 sq feet of living space and have always split the areas up into three rooms without question or issues on any of the past visits. After completing the work, I signed off on the work, and entirely my fault; I did not realize the bill had increased to 520.00. I have never been billed more than 450.00 ever, and that was for cleaning seven rooms. I received the email bill a few minutes after the technicians had left and immediately called the office, stating that I thought I was billed too much as I had a charge for two hallways when my house only had one. I later received a voicemail back advising that the bill was correct. I returned the call and advised that I do not have two hallways in my house and was informed that the space could be considered a

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am unsure if they've made it so I cannot make this complaint. Changed price from hardcopy price I possessed once in my home. Did not disclose or discuss they couldn't get stains out of furniture before cleaning. Charged nearly $500 for nothing. Leave furniture wet so you can not see nothing was removed. White residue left on furniture. Deceptive billing practices. Con artists.

  Business response

  09/12/2022

  Business Response /* (1000, 8, 2022/08/05) */ Mrs. ********** scheduled her cleaning online. The price changed once we arrived only because she added items to the service. Mrs. ********** requested that the crew add the cleaning of a cloth headboard that was not listed on her initial Online order. Upon completion of the work Mrs. ********** provided negative feedback through a text message platform. The following day on July 7th, the local Regional Manager, John West, replied to Mrs. ********** asking if we could return and attempt to rectify any cleaning complaints. This offer was not accepted. On July 21st, our Branch Manager, Eric C****, left a voicemail with Mrs. ********** offering to come back out and resolve any cleaning complaints that she may have had. She never returned the call. On the same day, Eric reached out to Mrs. ********** via email. During the email thread Eric continually offered to come back out and rectify the complaints but Mrs. ********** simply stated that she wanted "a full refund". Stanley Steemer offers a 10 day REDO policy in which we will gladly return to any customers home a reclean any areas in which the customer was not happy with the results. This is clearly stated on the invoice in which Mrs. ********** received on the day of service. We are simply at a point where Mrs. ********** has received a cleaning service. When she expressed that she was unhappy with the results we have have repeatedly tried to reclean the pieces as is our policy. She refuses and simply wants her money to be refunded regardless that the services have already been rendered. We are not willing to to concede to these demands. Consumer Response /* (3000, 10, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received cleaning service. Except the service did not clean the furniture. Thus the requirement for a "return service". The invoice is given after you pay them. They don't explain up front that it may not get clean, they may ruin your furniture and they will have to come back. The invoice DOES NOT STATE anything in regard to upholstery cleaning. There is ZERO warning that they may ruin your furniture or that it may not clean. Those things are disclosed AFTER you complain. If I was told AFTER the cleaning that it was as clean as my furniture was going to get why would I request a reclean? Who would pay on such a gamble? The 'branch managers' then returned with a made up rule that after the 10 day reclean was complete then maybe they would offer a refund. Again - this is not written policy -- anywhere. Deceptive business practice. Unjust enrichment. Both illegal. Online reviews are rife with the same complaints. It's a sham. A scam. Deceptive business practices are illegal and I have referred them to the proper authorities. I never declined having a reclean. I explained I had to throw the furniture away because it was ruined. I also explained that I was concerned about chemical content as my children are highly sensitive and the employee said my children would be able to sleep on it after cleaning it was so safe. I explained that from the beginning. In writing. They don't want to return the funds they stole - that's fine. I have submitted a complaint with the attorney generals office as well as the ftc and cfpb. We will be suing for unjust enrichment. As I stated these funds come From A trust and I have informed our attorney that we fell to a scam. I've attached the invoice they repeatedly refer to which says nothing they claim it does. I have also submitted photos of the furniture that didn't get clean with their cleaning. I am attaching emails the manager stated (after I complained) that some materials may not take to cleaning. Then he states he'll be processing a refund. Then says he can't. All attached. These are ALL deceptive business practices. Completely illegal. Did they intentionally not contact me within the 10 day window? It doesn't matter. I contacted them the day after. In writing. As you should always do in situations like this. Their obscure 10 day offering isn't a policy on the invoice as they've told you. And again, I didn't sign it. I don't take kindly to the implication that my furniture was cleaned and I just want my money back. It was ruined. Without care or knowledgeable experience with it.

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