Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/20/25 Stanley steemer came to an apartment I had rented to clean the carpet. We were specifically told a tech needed a portable unit because it was on the 3rd floor, thats why the tech on 1/17 was unable to do the service. Monday 1/20 the new crew showed up and complained about having to carry the portable unit and decided to use a different machine without notifying me. The truck mounted machine was stretched over 200ft which would not allow the carpets to be cleaned correctly. The crew that showed up used deceitful language to try and force me to spend an extra $100 on a service I did not want. They used terms like you have to and the apartment wont let us do it this way. The cleaning itself did not clean any area of the rug effectively. There was still discoloration and pet fur in the rug. I was charged by my apartment an additional $150 to steam clean the rug. Stanley steemer did not resolve this with me and I need help resolving this. I want the $150 refunded to me and to retrain employees on acceptable sales tactics.i have attached the bill from Stanley and the credit from my apartment building for the reclean.

  

  Business response

  01/31/2025

  To Whom It May Concern,
  
  Thank you for bringing the above-referenced consumer complaint to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction.
  
  If you need any further assistance, please feel free to contact us again.
  
  Once again, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ******************************************************
  P ************
  

  Customer response

  02/07/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  **************

  ******, ******* 22853536

  Stanley Steemer International, Inc

  Feb 7, 2025 11:30 AM

  
  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states the business was hired to clean a mattress. The first person they sent out told the consumer he didn't know how to clean a mattress. The business sent someone out a second time but after the mattress was cleaned it still looked dirty. They sent someone out a third time and they still could not get the mattress cleaned correctly. The consumer contacted the business and asked for a refund, the manager, Laura, said they could not provide a refund. The consumer asked if they would come back out but they told him they usually only come out twice.

  

  Business response

  01/31/2025

  To Whom It May Concern,
  
  We have received the customers’ concerns and have reached out to them directly to discuss the matter. We are actively working towards a mutually agreeable resolution.
  
  Thank you for bringing this issue to our attention. Please feel free to contact us if you need any further information.
  
  
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  9.12.24- paid $543.60 on Invoice #***********. During service their techs scratched my wood floors by dragging sofa. I contacted Stanley Steemer (SS). SS sent another tech to document damage, estimate# 1**********. SS scheduled apt to repair floor 9.20.24- I took day off work for apt. Techs said scratches were too deep for SS to repair and I’d be contacted by their insurance (ins). Ins failed to contact me. I had to contact SS twice before I was finally contacted by ins. Adjuster would call before 8am/after 6pm even when I requested only call during bus. hours. He also failed to answer my frequent attempts to contact him during bus. hours. I told adjuster I wanted refund for service due to frustration and time I’d devoted to damage caused. Adjuster told me I had to go to SS directly for refund 11.8.24- I emailed SS customer service (CS) for refund and received auto reply I’d be contacted shortly. I was not 11.12.24- I had to find flooring company and take day off of work, to get estimate for floor repair. Floor is unrepairable, got quote to replace 11.24.24- I sent second email requesting refund. SS CS replied saying their local office would contact me in 2-3 bus. days and I received no contact 12.16.24- claim adjuster was replaced and my claim was settled. Prior to signing I yet again said I wanted a refund and was told I had to go to SS for that directly. I also confirmed with adjustor, prior to settling, that the settlement did not preclude me from getting the refund 1.2.25- I tried to reply to the CS email response from 11.24.24 again asking for a refund. The email was returned as undeliverable 1.6.25- I called SS’s CS line *********7 and spoke to SS Rep *****. I told her above info and refund request. ***** reached out to local SS manager, but she was out of office. ***** left “Detailed voice message” and asked manager to call me. I asked for manager’s name and contact info: Emily Norman, ***** didn’t have # for her she could share Now- I want refund of 543.60

  

  Business response

  01/31/2025

  To Whom It May Concern,
  Thank you for bringing this consumer complaint to our attention. We have reached out to the customer and believe the matter has been resolved to their satisfaction.
  If you require any further assistance, please do not hesitate to contact us.
  We appreciate your time and attention to this matter.
  
  Sincerely,
  
  **** ******
  ******** ********* *******
  ***** ****** ******* *******
  ***** ****** ***** ********
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####
  

  Customer response

  02/03/2025

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ********

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and i were purchasing a home at *** ********** *** ******* ** *****. A week before we moved in, we had STANLEY STEEMER out to clean, deodorize, and protect the carpets in 4 rooms and a hallway. They came out on 12/4/2024 and I paid $565.22 for the service. The home was completely empty as nobody was living there at the time. When the crew left they didn’t make sure the storm door was closed and the wind took it and it slammed into my exterior light and it broke. I went to the house the very next morning and found it like that. There were no other people at the home besides them. I called and talked to 3 different people, and provided the pictures I took, the last one being the manager. He told me I can’t prove they did it and he refused to help me, even after I sent pictures of the door. Eventually he told me he had a meeting to attend and he would call me back. He never did. He refused to put a written complaint in for me about this and told me he was the highest personnel that I could talk to and pretty much that he wasn’t willing to do anything for me.

  

  Business response

  01/20/2025

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
  
  Sincerely,
  
  **** ******
  ******** ********* *******

  Customer response

  01/22/2025

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ****

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stanley Steemer Hampton Virginia Subject: Request for Full Refund Due to Poor Service and Inconvenience I am writing to express my dissatisfaction with the overall service experience I recently received and to formally request a full refund. While the final technician successfully resolved the issues with my sofa, the process to get to this resolution was frustrating, time-consuming, and unacceptable for a company of your reputation. After the initial cleaning on 12/10, my sofa was left in worse condition than before, with visible streaks across the seating area, backrest, and rear. When I raised this concern, the technician claimed it was due to the sofa being wet and that it would improve after drying. However, once the sofa dried, the streaks remained. I immediately contacted your office, and a second technician was dispatched. He informed me that the first technician had cleaned the sofa incorrectly by failing to use the proper cleaning agent to prevent browning. Additionally, he lacked the necessary tools to resolve the issue. Despite being promised a follow-up appointment between 12:00 PM and 1:00 PM the following day, this commitment was not honored, and I was instead scheduled for a 12:00 PM to 6:00 PM window, requiring me to wait yet again. While I appreciate that the final technician was able to remove the streaks and restore the sofa to an acceptable condition, the inconvenience, poor communication, and repeated delays caused unnecessary stress and wasted my valuable time. This experience does not align with the level of professionalism I expected from Stanley Steemer. Given the circumstances, I am requesting a full refund for the service due to: 1. The initial poor service that left my sofa in worse condition. 2. The inconvenience of waiting multiple times for technicians to rectify the issue. 3. The failure to honor scheduling commitments. I trust you will consider this matter seriously and provide a prompt resolution.

  Customer response

  01/29/2025

  I am rejecting this response because: 
  
  The business did call me and leave a message, but I have called them back and it has been an extended period Have not returned my phone call.
  Regards,
  
  ****** *********

  Customer response

  01/29/2025

  I am rejecting this response because: 
  
  The business did call me and leave a message, but I have called them back and it has been an extended period Have not returned my phone call.
  Regards,
  
  ****** *********

  

  Business response

  01/31/2025

  To Whom It May Concern:
  
  We acknowledge the customer's rejection and have proactively reached out to them again to discuss the matter. However, when attempting to contact the customer on January 31, 2025, we encountered a full voicemail inbox and were unable to leave a message.
  We remain committed to resolving this issue and will continue our efforts to connect with the customer to address their concerns and work toward a mutually satisfactory resolution.
  Thank you once again for bringing this to our attention. Please don't hesitate to reach out if you require any further information.
  
  Sincerely,
  
  **** ******
  ******** ********* *******
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

  

  Business response

  01/31/2025

  To Whom It May Concern:
  
  We acknowledge the customer's rejection and have proactively reached out to them again to discuss the matter. However, when attempting to contact the customer on January 31, 2025, we encountered a full voicemail inbox and were unable to leave a message.
  We remain committed to resolving this issue and will continue our efforts to connect with the customer to address their concerns and work toward a mutually satisfactory resolution.
  Thank you once again for bringing this to our attention. Please don't hesitate to reach out if you require any further information.
  
  Sincerely,
  
  **** ******
  ******** ********* *******
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  ******* ******* * **** ********** *** * ******* ** *****
  P ###-###-####

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company serviced our property and took payment for quoted fee of $459.46. Then a branch manager called 2-3 weeks later and said there was a balance for approx $150 more than the paid invoice followed by a text message on Dec 11 saying there is a balance for which I replied and get a call from a different manager also saying we owe more than our paid and quoted invoice. Beyond that they are reporting to me that they were told I argued with the service tech over a broken scale and what it was worth which is a complete lie.

  

  Business response

  12/17/2024

  Dear ****** ******, 

  Thank you for your feedback. After reviewing your account and the details of the situation, we have decided to write off the remaining balance on your account. As a result, you do not owe anything further.
  

  We value your business and are committed to providing quality service. Please be assured that there will be no additional charges related to the Invoice dated 11/07/2024 moving forward.
  

  Thank you for your understanding.
  

   

  Sincerely,

   

  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | *************************************
  P ************

  Customer response

  12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 12/3. Was quoted $750 for floor cleaning based on the size of my home provided on the phone. Sealing of grout was quoted as an additional $550. When the service technicians arrived they said the floor cleaning would not work because there was drywall dust on the floors and in order to clean they would have to acid wash the floors and the cost was $2120. The technician said the water jet did not clean drywall and the regular cleaning would not work. I was moving in on the day of service after Hurricane ****** flooded my house and needed the floors professionally cleaned as there was sewage/flooding. At no time during my conversation with the presales person was I informed that pricing was dependent upon anything but size of rooms, except that marble flooring would have to be reviewed an quoted on site. I provided exact measurements of every room and was provided the quote. I spoke with a national representative after filing a complaint with Stanley Steemer first and her response was that they didn't force me to accept the job when they arrived and i should have declined. She had no issue with the fact that their price was triple what was quoted via phone, or the fact that they did not disclose anything related to possible increases. She said "the increase was base on the evaluation of scope of work when the technician arrived." 1 - I do not believe Stanley Steemer ever had any intention of honoring the pricing provided on the phone.2 - I do not believe Stanley Steemer had to do anything different for the $2120 than they did for the $750.3 - If any of the price increase was truly based on scope, which I do not believe, they should have disclosed on the phone before I made a decision to schedule. Ultimately, the cleaners were in my house for 4 hours at a charge of approximately $550 per hour for professional cleaning. I had no choice but to accept the ****** charge as I was moving in the same day as soon as the work was complete.

  

  Business response

  12/26/2024

  **** ******
  Fri, Dec 20, 5:24 PM (6 days ago)
  to me
  
  Hi *****,
  
   
  
  I hope that you have had a great week!
  
   
  
  For complaint ID ******** could I please have a little bit more time on this one?
  
   
  
  This job was affected by the Hurricanes that came through earlier in the year . So some more involved services were required to properly take care of this customer's flooring, and I am awaiting to get some additional information from the local office to determine if the appropriate pricing was used. So far it does look like they explained all of this and the pricing to the customer and that he approved it before they began the work but I'm just double checking to make sure before I give a response on this.
  
   
  
  Thank you so much and if I don't talk to you before I hope that you and your family have a Merry Christmas.
  
   
  
  Best regards,
  
   
  
   
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  
   
  

  

  Business response

  01/08/2025

  
  
  Dear ***** ********,

  
  Thank you for reaching out to us regarding your recent experience with our cleaning services. We appreciate your feedback and the opportunity to address your concerns.
  After reviewing your complaint, we would like to clarify that the charges for the services provided were accurate and in line with the services rendered. Prior to the cleaning, the price was thoroughly explained and approved by you. Our team strives to ensure transparency and clarity in all our communications, and we believe that this was adhered to in your case.
  We understand that unexpected charges can be frustrating, and we apologize for any inconvenience this may have caused. If you have any further questions or require additional clarification, please do not hesitate to contact us. We are committed to providing excellent customer ********************** and ensuring your satisfaction.
  Thank you for your understanding and cooperation.
  

  Sincerely,
  

  **** ******
  Customer Relations Manager

  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | ****************************************************
  P ************

   

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/16/2024 Stanley Steemer came out to clean my air ducts. After they left my AC came on and there was a very loud noise coming from the blower motor. I called Stanley Steemer and they sent out a technician who didnt know anything about HVAC so he told me to call the **** company they use. They couldnt get here for two weeks so I called my HVAC guy. The blower wheel needed replaced. I have called Stanley Steemer multiple times and they tell me its not their fault. It worked when they got here and didnt work when they left. How can they say its not their fault!! I also called to talk to the president of the company and he never returned my call. They refuse to reimburse me for the cost to replace the blower wheel, which was $450.

  

  Business response

  12/12/2024

  
  Dear ***** *******,
  Thank you for bringing your concerns to our attention. At Stanley Steemer, we take all customer feedback seriously and strive to provide the best possible service. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
  Our air duct cleaning process strictly adheres to industry best practices and standards. When servicing air ducts, we follow NADCA standards to clean and remove debris from the duct system. We do not remove or alter the components associated with the air handling unit. Rather, we utilize several different methods to clean the components in place, if accessible.   This ensures that our cleaning process remains non-invasive and minimizes the risk of impacting HVAC system components.
  In this instance, while we understand your frustration with the timing of the blower motor issue, it is important to note that blower motor and wheel failures are typically the result of long-term wear and tear, accumulation of dust or debris, or other age-related factors. According to HVAC industry guidelines, blower motors and their components are considered mechanical devices subject to degradation over time. Common causes of failure include:
  Extended Service Life: ************* typically have a lifespan of 1015 years, depending on use and maintenance. Issues are more likely to arise as the system ages.
  Accumulated Dust or Debris: Dust or debris buildup over time can cause imbalance or strain on the blower wheel, leading to noise or failure.
  General Wear and Tear: Bearings, belts, or other internal components may wear down after years of operation, resulting in motor issues.
  We sent a technician to assess the situation promptly after you reported the noise. However, as this issue pertains to your HVAC system's mechanical components and not the air duct cleaning process, we stand by our assessment that the failure was unrelated to our service.
  We regret that you experienced a breakdown in your HVAC system shortly after our visit but based on the nature of our service and the condition of the blower motor, we cannot assume responsibility for this repair. We encourage you to work with your trusted HVAC professional to ensure your system is properly maintained to prevent future issues.
  If you have further questions or concerns, please do not hesitate to contact us directly at **************. We are happy to discuss this matter further.
  Sincerely,
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ***************
  P ************
  

  Customer response

  12/24/2024

  Our home was only one and a half years old when you cleaned our ducts so wear and tear and accumulation of dust is a poor excuse. If your technicians dont get into the area that houses the blower wheel/blower motor as you say, then they bumped the outside of the unit with either their body or the hose. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out about my first experience getting a rug cleaned by this company. When I booked the appointment, I asked if they can take the rug outside in their car and clean it, but when the individual came to clean, he initially told us he cant take it out, and that the carpet can't get cleaned. But then after going back and forth, he decided to clean it, but rather than taking it out, he did it indoors. Water was all over the hardwood floor we have, and we are hoping that it does not cause any damage in the near future. Overall, this was my first time using your company and it was a horrible experience. I would like to get this refunded given that the service was subpar.

  

  Business response

  12/20/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. A member of the local management team  has contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  

• Initial Complaint

  11/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went online and made an order with Stanley Steemer to clean carpets in 3 rooms and staircase and tile in two areas. They called me when they got there and said there is a small area upstairs that is not on the order. I said if you can keep it under $300 do it. They said they need a credit card beforehand since I am not there. I was out exercising so called my wife to call them with a card. My wife called with the card and then they proceeded to ask her what she wanted done despite having no idea what was going on. They changed the order completely to just cleaning the carpet and spraying for pets despite there not being any. They did not do the tile. I was ****** because now my tenant is upset they didn't clean the tile. I call them to say they need to come do the job I paid for. They said it would be another $90 for them to come out and clean the tile. I went back and forth with them on this saying how upset I was that someone else can change an order despite the account holder, the one they are asking to pay. This should be in their chat history of my account. We finally agreed, or should I say, I got tired and said it is not worth my time, I will pay the extra $90 but that is it. A few hours later I get a charge for around $675. 3 times the amount I initially agreed to do the job not including the $280 payment or so I already paid them. So this $280 job has now gone to $1000. I quickly call up and say what the h*** happened and they claim the tenant there said they could clean a bunch of other stuff. I am not even sure I could have made $1000 order if I tried as this is a small 3 bedroom townhome. I am not paying for something I didn't authorize. Especially after making a big deal about that in the first place. This person who went out there obviously is into making more money at any cost. I am willing to pay the extra $90 I agreed to but no more. I want a refund of $584.14

  

  Business response

  12/05/2024

  To Whom It May Concern:
  
  Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the customer and believe that we have resolved this matter to their satisfaction. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
  
  Sincerely,
  
  **** ******
  Customer Relations Manager
  IICRC Master Textile Cleaner
  IICRC Master Water Restorer
  Stanley Steemer | 5800 **************** ****************
  P ************
  

*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. ↩