Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 15, 2023, I contracted Stanley Steemer to clean my air ducts because they are well-known company and have 75 years in business. I wanted a company I could trust. Two technicians arrived promply to conduct the service. I explained to the main tech (other was new and in training) my concern due to what appeared to be insulation on my livingroom floor near the vents as well as heavy dust around the vent in the master bedroom as I am a caregiver for my 90 yrs old father who is in heart failure. The main tech who was a larger muscular male (approx. 220 + lbs) advised me that they go into the attic to inspect the ventilation for breaches as a part of their service. He and he alone went into the attic to take pictures and check the vents and duct work throughout the house. I was quoted $50 per vent, to which I have 13, totalling $650. He also recommended that I purchase the In-duct AC Air Purifer UV light, which then took my bill to $1654.93. I was pleased afterwaters to have the airducts cleaned especially due to fathers failing health. I paid them and all was well until the next day when I realized he had damaged my ceiling. I have a crack running from the diningroom to the livingroom that branches off to the kitchen area. I immediately contacted Stanley. They sent the tech back out. He took pictures and advised a supervisor would be in contact with me. Several days passed with no contact, so I called the company and *************************, the supervisor came out and too took pictures. He stated that they would send a contractor out to price the repairs to which he did but **** was not happy with the cost estimate which was approx. $1000.00. He sent a 2nd contractor who quoted the same. After 5 months of no resolution, I found a contractor and he quoted me the same price. But now I am being spoken to rudely and told they are not responsible for the damage and are approved to pay only $250. I have attempted to contact their corporate office to not avail.

  Business response

  06/21/2024

  As *************** stated in her BBB Statement, we were contracted by Mrs. ***** to clean her HVAC ductwork on December 15th.

  *************** called a few days after the service to state that there were cracks in her ceiling and believed the crew had stepped off the trusses.

  As with electricians, plumbers, insulation contractors, HVAC contractors,and many other trades, our work requires traversing attics to do the work properly, and we do it every day with little to no instances of damage.
  As our franchise does several thousand airduct cleaning jobs per year, there is the occasional instance in which a technician slips off a rafter and damages the ceiling, resulting in significant damage. In these rare and unfortunate situations, we pay all damages, no questions asked.

  When our Air Duct Manager, ************************* arrived at Mrs. *****s home, rather than the hole in the ceiling or collapsed section of ceilingthat are typical in these scenarios, he discovered very thin, nonstructural cracks that extend 20 30 in Kitchen, Dining room and Kitchen areas of her home.  One of the 2 cracks runs approximately 10along a previous ceiling repair.

  **** told *************** that he would send some photos to drywall contractors and try to get a few quotes and go from there. After contacting several companies, **** was only able to get 1 verbal quote of $1,000 by a company whom he had sent photos to. He told Mrs. ***** that he was having difficulty getting companies to respond and she told him that she was other work done around the house and would try to get some quotes herself. The initial, quote that Mrs. ***** gave **** was for $500.

  Keeping in mind that there was no indication of someone stepping onto the ceiling from above and that simply traversing an attic should not cause damage to the ceiling below, we agreed to split the cost and send her a check for $250.
  Soon after this conversation, Mrs. ***** sent **** a quote for $1,655.00.He replied that he had only been authorized for the $250.

  After receiving Mrs. *****s BBB Statement, I reached out to her asking if I could come see the damage for myself and see if we could come to a happy resolution. She replied CJ. There is no need for you or **** to come to my home. The "happy" resolution in which you speak is for you to approve payment of the repairs that **** says "you" refuse to do. The only resolution is to pay for the repairs
  

  Our franchise has been in business for more than 46 years, and of the 4000+ airduct jobs we do per year, our crews may step on and damage 3-4 ceilings. In each one of those instances there is clear, evident and undisputable damage in an isolated point where the technicians foot came down.

  In summary, I do not thing our technicians stepped off the trusses and onto the ceiling. However, I am not denying the possibility that our technicians traversing the attic "could have" caused the cracks in the ceiling. If true, that this would be caused by an installations issue, not the act itself. Walking on the trusses themselves, should not cause cracking. When Mrs. ***** thought she could get the repairs completed for $500, I authorized splitting the cost not because I felt we were at fault but because I was trying to salvage the situation and do what we could for try to maintain customer report. 

  Customer response

  06/25/2024

   
  Complaint: 21779274
  
  I am rejecting this response because: The amount offered ($250) which is 1/4 of the cost of the repair is unacceptable. The business has misrepresented their intent to repair as well as their responsibility for the damaged their employee caused to our home. For 6 months ************************* has apologized and continuously stated he was trying to locate an affordable contractor to repair the damage to my ceiling. This company has defaulted on their responsibility and liability as noted in Mr. ****** response and I quote: "In summary, I do not thing(k) our technicians stepped off the trusses and onto the ceiling. However, I am not denying the possibility that our technicians traversing the attic "could have" caused the cracks in the ceiling." 
  

  In addition, the email from ************************* (see attachment) was discourteous and abrupt stating there are "2 reasons for which I hesitate to simply stroke a check. He had the audacity to enclose a check for $250 when he was fully aware of the cost of the repairs because he obtained 3 quotes from 3 contractors of "his choosing" stating the minimum amount of the repair was $1000. 

  Due to the long delay and their failure to resolve the matter, I sought repair persons to obtain quotes for the damage. One such repairman verbally estimated that he could repair the damage for $500 but after viewing the damage he too quoted the same amount as the other three contractors whom Stanley Steamer obtained quotes. Thus, as stated in Mr. ****** summary, "When Mrs. Queen thought she could get the repairs completed for $500...." As ************** states it was only a "thought." But, upon returning home from a relative's funeral, I obtained the actual quote which was forwarded directed to *************************.
  

  Again, 1/4 of the cost of repair is unacceptable. Thus, the check that they presumptuously mailed for $250 will be returned to sender.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stanley Steamer did a absolutely terrible job. Left a-lot of dirt left behind and tile was never cleaned .If you tell me you are going to clean the tile as you showed me a test spot then do it.They left in 1:40 min for ******.i am reaching out to the State attorney general as this is a total scam. They try to upsell you on other stuff, when they cant even get the tile clean to start with.they didn't move anything or clean behind anything.I will pursue-them relentlessly.i will file a small claims this week.

  Business response

  05/23/2024

  This complaint was filed against the wrong corporation. We do not operate in *********************

  Business response

  05/29/2024

  At 9:14 am on the morning of 03/23/2024 ************************** scheduled a tile & grout cleaning job via our www.stanleysteemer.com online scheduling system. We arrived at ****************************** home for the scheduled cleaning 8:11 am on the scheduled date of 04/11/2024. Because grout is a cement based porous material that is easily stained, our technicians performed a small demo with both our Alkaline and Acid based tile cleaners prior to starting. As the grout appeared to have some darker discolorations after the demo, the **** asked ************************** if he would be interested in having the grout "color sealed". A process that conceals stained grout. Mr. and *************************** declined but told the **** to proceed with the cleaning. ********* **** completed the cleaning in 1 hour and 50 minutes, collected payment and departed at 10:01 am.
  
  At 10:22 am, ************************** called our office stating that the **** "didn't clean the corners". Our **************** Representative scheduled the **** to return the same day to try to resolve any areas of concern. Upon arrival, Mr. and *************************** showed the technicians a dirty paper towel in which he had wiped the tile under and behind a dresser with a mirror attached. He also questioned the **** as to why they didn't move the bed and clean under it. They explained to ************************** that, though we do move furniture, there are a few types of furniture in which we don't move. These are 2 such examples. 

  Nearly 3 weeks later, ************************** left a 1 star review on our ****** Page. He showed a picture of the paper towel in which he wiped behind the dresser and wrote "This is the dirt left behind when they left" and "Did not go behind furniture and the website clearly states they will move furniture".... By reviewing the attached screenshot from our website, you can see that our furniture moving policies clearly state that we do not move beds nor dressers with mirrors attached. 

  Customer response

  06/06/2024

   
  Complaint: 21679372
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

*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. ↩