Complaints

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Stanley Steemer to clean our hardwood floors. The employee damaged, two small areas and our sunroom in a large area in the entryway. They tried to match the stain and did not. We offer them a couple of solutions to take care of the problem and they refused. They offered us a $200 refund, the damage is going to take an estimated $5000 to repair. We asked for a refund of the $2600 we spent with them and they refused. I contacted corporate and they explained to me that the franchise has no legal ties to the corporation and can make decisions Themselves.

  

  Business response

  06/25/2024

  The damage to the wood flooring was pre-existing. Home was recently purchased and after investigating the cause, it is clear the seller used a product to hide the damage to the wood flooring.  If this had anything to do with the service we provided, it would have been throughout all the wood flooring.
  
  We provided cleaning services for Carpet, Tile, and Hardwood flooring.  Everything cleaned up great until our technician reached the entryway and it was discovered a section of the wood flooring was bare wood along with 2 small spots in the sunroom. After completion of the entire job the homeowner tipped our technician $100 for a job well done stating that the issue is not our fault.
  
  A few days later, the homeowner’s boyfriend **** ****** contacted our office and we set up a time to help determine the root cause of how a wood floor stain and finish could ever be removed by cleaning.
  
  Our Manager was able to determine that the small section of bare wood had been sanded.  He could see the cross grain scratches in the wood from improper sanding only in that small area and pointed this out. Explained that the small section must have been damaged and a topical colorant was used to cover up the damage. A topical stain does not soak into the wood like regular wood floor stain and finish.  It was explained that this was not a result from negligence on our part and was pre-existing. It was clear that the homeowner and boyfriend were unaware of the coverup product used before the purchase of the home.
  
  A decision was made to offer the homeowner the option of re-applying the same product used to cover up the damage. We made this offer in the interest of providing exceptional customer service and not as an admission of any negligence or wrongdoing.  We explained that the product used is not intended for wood flooring and that the proper solution would be to sand, stain and refinish all the wood flooring. The homeowner and boyfriend agreed. Stain color swatches were used and all agreed it was a golden oak color.
  
  The product was purchased and repairs were started with the 2 smaller spots in the sunroom.  The results were approved by both homeowner and the boyfriend. So much so, that the boyfriend was standing on a repair spot, as he could not tell where the repairs had been made.
  
  A few days later, we were scheduled to begin the entryway. Due to personal issues the original manager was not able to perform the repair that day and an offer was made for another manager to complete the repair.  The homeowner wanted to wait on the original manager handling the repair and was told he would be in contact when he returned to work. 
  
  The boyfriend later showed up at our office visibly upset wanting to speak with the owner. The manner in which he conducted himself caused concern for our office staff.  A manger contacted him asking what exactly is going on. The boyfriend informed us that he no longer wanted us to complete the repair for unknown reasons, as he would not say demanding that we either cut wood planks from the upstairs to use in the entry or to pay to have all the floors sand, stained & finished.
  
  An email was sent directly to ******* ******homeowner), stating we are still willing to complete the work as long as the boyfriend was not at the home but she declined. She requested a full refund for all work completed which included carpet, tile and hardwood services. 
  
  We are not sure where this situation went from no party fault and us offering to return the spots to the original condition they were previously in the interest of providing exceptional customer service to now claiming we damaged the flooring.  We did not damage the flooring and have made a goodwill attempt to reapply the product previously used to coverup the damage. 

  Customer response

  06/26/2024

   I am rejecting this response because:
  
  What the manager has stated is not true. We have had three highly reputable floor refinishers look at the damage their drops on the floor from a solution from Stanley Steemer that were acidic. All three contractors stated this was from a solution that was not mixed properly to clean the floors. Therefore, damaging our floor all three contractors stated that this was not previous damage or a previous repair. This damage was done by Stanley Steemer and the cleaning solution that they used. All three contractors stated that all of the flooring on the first floor would have to be stripped, stained and sealed  to match. I asked Stanley Steemer not to come back because their match did not match our flooring. Yes my boyfriend was upset because we were asking for a refund to apply to repair the damage properly by the proper contractors. The manager came out with tools he just bought  And stain he bought to try to match it. The stain on the flooring he applied did not match. We gave them the option of reclaiming floor from the upstairs hallway to the entryway for a better match. They declined we spent $2600 with them and asked for a refund they declined we contacted corporate and they offered us a $200 refund. We are now pursuing this through a lawyer Because the damages are going to exceed small claims court. I look forward to seeing Stanley Steemer in court thank you

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July 2023, $250.00 Called ******** construction. The woman answered phone and identified company as Stanley Steemer , *** said sorry wrong number.was looking for ******** construction. She said oh it’s this number let me connect you.think she said his name was *****? *** explained how we had recently gotten water in the basement. And we’re looking for a company to identify our problem, we asked if it could be coming from under the wall.He said they would be able to tell us. They have different ways of telling. *** said wait repeat what you said my wife’s right here.He said they would be able to tell us. Nothing was mentioned about drying/cleaning. Because it was dry. We were looking for reasons why and how to fix. What we got was a white box truck with young girl and a young man. *** shows her the basement and where the water had been. She has a hand held meter to check for moisture. *** asked her what meter was for. She said to see moisture level..which was nothing. She said so they’d know what equipment they’d need to dry out. It was already dry.I told her what we need and want to know is where the water was coming from. We didn’t request any cleanup. She said she needed to call the office and they left and stood out in the driveway. I don’t know who she talk to but they were on the phone quite a while she says OK they were leaving. Received a bill for $250 for moisture check and the bills made out from Homeland construction and Stanley Steemer envelope is strictly Stanley Steemer *** called I believe he talk to ***** told ***** this isn’t what we asked for and what you said you could do ***** said you owe $250, *** explained we were looking to find out how the water had gotten it not a moisture check. He said the bill is $250 *** said we didn’t get what you said you could do. Now we’re getting a phone call from someone I think it was ***** calling saying he has recordings of our calls and *** stated we’re not paying for the work you didn’t do you said you could do. We told him we were going to contact the Better Business Bureau because we believe he missed lead us didn’t provide what he said. when looking for company that does this kind of work. ******** construction came up..I looked up their ad online, it says we’re one contractor for the entire job and you still control how you want your house put back together.

  

  Business response

  09/08/2023

  I have completed investigating Mrs. ******* complaint. They contacted us claiming they have water coming into their home.  ***** had spoken with Mr. ***** in detail but in order to get to the issue it was made clear that we have a $250 moisture check inspection fee.  They did not schedule on the initial call and ended up calling back same day to schedule and again it was made clear we have a $250 moisture check inspection fee.  I have both calls downloaded, but your system would not allow wav files to be attached.

  We charge an moisture check inspection fee due to the fact that it requires a highly trained certified technician to perform which you can imagine the training and employee investment is quite high. We also have to pull them from a project that they are working on in order to perform the moisture check and of course the overhead expenses to have them pack up from their current project and all the overhead vehicle expenses etc.  So we charge a $250 fee that can then be applied to any work that may need to be performed if the client chooses to have anything done.

  ***** had spoke to Mrs. ***** last and was going to offer a discount cutting the fee in half as a compromise to help cover our espenses. But she immidiatley starting arguing and would not let him even get to that point, so he decided not to even offer that as she was not being very pleasant.  He did let her know we have the recordings as that is the first thing he wanted to check and make sure the fee was made clear.  ***** said if there was even a remote chance ***** was not clear, that he would have waived the fee entirely.  As that is not the case and we have not yet sent the invoice to collections, I am still willing to extend a half discount to $125.00.  If you would like to hear the recordings, I would be happy to share them with you.

  Customer response

  09/17/2023

  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.       I Have made a check out for $125.00 it’s in our mail box.   9/17/23  check ****  **

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stanley Steamer ripped a ceiling out in my bedroom the last week of June. My insurance company paid them directly on July 1 and July 6. Two checks were issued. One for cleanup and one for repairs. They haven't been back to complete their work. The bedroom can't be used and they left the insulation exposed. I have called them over 15 times. My insurance company, State Farm, has spoken to them several times as well.

  

  Business response

  08/10/2022

  Based on the last conversation with the customer we do not want to do the repair work for her.  On August 5th (2 days after receiving the approved estimate) the customer called very upset, cussing, and threating to sue our company for work we haven’t even started if the work was not completed by August 8th.  At this point I am not even sure why the customer would want us to perform the work.  The confusing part is that the process on handling insurance claim, working through the insurance companies processes and how we schedule repair work was communicated with the customer.

  
  We did perform a water damage mitigation (dry out) portion of the claim for this customer.  That work was completed, and we were paid in full from the customer’s insurance company. 

  
  The customer requested that we also perform the repair part of the claim.  The insurance claim process was explained.  We would write a repair estimate using the insurance pricing software and submit that to the insurance company.  That our estimate would be reviewed for accuracy by her insurance and once the review team is finished, it would be reviewed again by an adjuster.  Once we received approval, we put our clients on a list and work is performed in order received.  This was explained before we wrote the estimate for repairs and that we had roughly 16 repair jobs that would be in front of hers.  She was ok with this and asked us to write the repair estimate.  Ultimately, the customer is free to use whatever contractor they would like, and we do not bump customers in front of others who have been waiting longer.

  
  The repair estimate was uploaded for review on July 1st. The review was completed the same day and sent to Insurance company for the adjuster’s approval.

  
  On July 8th we received an email from the insurance company requesting information for payment. However, before we can start any work, we have to have the adjuster approved estimate. We reached out to the adjuster on July 7th, July 14th, July 25th, July 27th, and then finally received it on Aug 3rd. The insured was made aware throughout the whole process, as she called for updates.

  
  Once we received the insurance approved estimate on August 3rd, we found minor discrepancies.  We still had the insured on the schedule to do the repairs and based off the amount of time that had passed she was number 10 on the list.

  
  After discussion with the personnel in the office that had delt with her, we decided that we did not want to do work for her. We had only had the estimate for a short period of time and the insured had already been belligerent and treated staff with much disrespect. We felt that in the end that we would only have more issues with the customer.

  
  On Aug 5th we called the insured back and explained that we would not be doing the work for her, and that we would reach out to insurance adjuster to find out if they wanted us to shred the check or mail it to her. Once again, she threatened to sue us and then followed it up by calling us ** ***** ** **** ******* *********

  
  We very rarely refuse to do work for anyone. However, due to the way that our staff was treated over the phone we felt that was not a job that we wanted. At no point was a work authorization or a contract to do the repairs signed. We typically do not get this signed until we are about to start work.  Please feel free to reach out to us with any other questions or concerns that you may have.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this carpet company clean m carpet, and they couldn't get it right after coming 3 times. After the 1st time they sent 2 different males that looked half-sleep they soaked my garage which had drywall sheets in there the carpet wasn't clean. So, I called back and requested they send back ******- the rep made sure to set up the 3rd appt on the day he was working. My 3rd attempt came, and 2 young guys showed up who weren't ******. After reviewing the one that was cleaning was leaving black marks on my white carpet from the black boots, he then put booties on but couldn't get the black marks out completely. I sent a text once a got a survey asking about my experiences, but no one ever followed up with me. So, I disputed the charge. I received a call from a male told threatened to tell me I better pay, or he will send me to collection because I refuse to let them come out a 4th time to disappoint me.

  

  Business response

  07/18/2022

  We provided a carpet cleaning service for Ms. ******** on 6/10/22 cleaning her basement room and flight of steps.  On 6/11/22 Ms. ******** scheduled a courtesy call stating that the steps were still dirty on the edges, landing and bottom step.  She scheduled the courtesy call for 6/24/22.  Crew departed from Ms. ******** home at 1:03pm on 6/24/22 and she called the office at 1:17pm stating she felt it could have come cleaner.  She stated the crew got water in her garage in which we immediately offered to send them back to clean it up as they had just left her home.  Ms. ******** said no that she would take care of it.  She scheduled another courtesy call for 6/30/22 which we performed.  On 7/1/22 she requested a refund via our chat services after hours and ultimately disputed her credit card bill stating that the service was not as described.

  
  I understand that she may not be happy with the results of the edges of her stairs, but the service was still performed.  We made every effort as shown in the fact that we came back 2 additional times in good faith to attempt to meet her expectations or to show that her expectations were not possible to be met.  As a floor cleaning service we have the tools and products to perform the best quality service possible.  There are times in some situations that flooring can have permanent stains and/or are simply worn out.  We can remove dirt and most spots, but cannot guarantee a spot is not a stain or that worn out flooring will return to a brand new or close to new look.  Our services are described as cleaning services, not we guarantee every permanent stain will be removed service.  If a potential client told to us that they want us to guarantee them that every spot will be removed or they do not want to pay for the service, we would not perform the service.  We can guarantee that if they are unhappy with anything we will come back and do what it right.  We are in the service business and there are times of human error.  We understand that and that is why we make that guarantee.  Unrealistic expectations or theft of services is a problem for us.  When we were notified that Ms. ******** disputed the credit card charge as product not as described, we immediately reached out to her inquiring what was going on.  We offered to come back out to show her again, but that she needed to pay for the service.  She said no and that she was not paying for any part of the service.

*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. ↩