Complaints

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had Stanley Steemer (Agawam, MA) come to clean my air ducts on our forced hot air system on 3/2/24. COMPLAINT: Upon inspection after the team left, I found:> Not all of the ducts had been cleaned > The furnace filter was not properly replaced, spewing dust over my entire house > There was a massive clod of dust & **** in my furnace > Cleaning cost inflated from $550 to $700 > Filed complaint on 3/15 - did not get response. Remedy requested: complete refund I booked with them to come on Friday 2/23 between 8 and noon. Received a call from Roberto P at 11:30 saying that they were running late at a previous call & would be there between 3:30 & 4. Received another call at 3:30 saying they would not be able to come because they were stuck in traffic. Roberto came to the house around 4 & talked with me. He and I walked through & he verified the number of vents to be cleaned, and rescheduled for the next Saturday, 3/2.The team arrived around 8:30 & got to work. They stopped for an hour while waiting for Roberto to bring over a piece of equipment that was missing from the truck. Problem is, they did not correctly reinstall the furnace filter. There were clods of dust & whatever in the furnace the size of a cat. Without the filter in place, the finer particles were blown all over the house by the forced hot air system. And I mean everywhere. Evidence attached:(1) Original estimate, verified by Supervisor (2) Receipt (3) photo of ******** pad from kitchen (4) photo of furnace filter (5) photo of inside of "cleaned" vent #1 (video available)(6) photo of inside of "cleaned" vent #2 (video available)(7) photo of inside of "cleaned" vent #3 (video available)

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/10/23 Stanley Steemer came to do a pet hair cleaning on my basement carpet. When I got home I noticed the carpet was extremely wet but the crew said it would dry within a few hours. 10 days later my wife and I noticed mold growing on the carpet that Stanley Steemer flooded but did not adequately dry. We called the company and they sent out a crew on 7/24/23 to determine if it was mold or not. Instead of testing the carpet to determine if it was mold they cleaned the carpet again and rewet the area that now had mold growing. The manager, Mike J, said it was impossible for it to be mold and that they would not be helping in any way. I paid a mold testing company $700 to test the carpet. The result came back positive with extremely high levels of mold spores. I then paid a mold remediation company $2000 to remediate the mold. Then I contacted the manager again because I wanted to be refunded the money we paid Stanley Steemer and for them to pay for the remediation that was only necessary because of them. He said ok when I explained and asked to be sent the bills for the remediation. Over a week later I still had not heard back so called him again and he then changed his mind and said they would not be issuing a refund or reimbursement for the nearly $3000 I had to spend to clean up their mess.

  Business response

  09/21/2023

  During my conversation with a customer, *************** reported that mold had appeared on her carpet despite no spots being present initially. However, I reassured ************** that it was unlikely that we had caused any water damage to the carpet during the cleaning process. In fact, it would take a garden hose running onto the carpet to get the backing and padding wet. It's worth noting that the carpet is located in the customer's basement and there is no dehumidification system installed. I did not recommend or mention having a venter go to ****************** home for a mold inspection, nor did I offer to reimburse him in any way.
  
  The customer has received our response regarding the matter. Please feel free to contact me at ****************************************** or ************** for further discussion.
  
  Best Regards,
  
  *****************************

  Customer response

  09/29/2023

  I am not satisfied with this response. The manager said they would pay and wanted the prices to determine. Thats why I sent him the receipts for the cost of mold testing and remediation. I would like to receive my money back I was charged by Stanley Steemer and a reimbursement for the costs I had to pay to have my home tested and remediated. 

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