Carpet and Rug Cleaners
Stanley Steemer International, Inc. & Corporately Owned Branch Locations
Complaints
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Complaint Details
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Initial Complaint
03/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Stanley Steemer was hired by the ins company to remove water and damage flooring in our kitchen. they damaged our dining room floor and also left Black mold in our kitchen.
Business response
03/29/2022
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for the additional information which helped us locate the account.
The homeowner’s insurance company hired us to perform services at this residence. The scope of work was approved and paid for by our customer (the homeowners insurance company).
To date we have not received any notification, from our customer (the homeowners insurance company), indicating that there are any concerns with the work we performed for them.
We have reviewed the file including all pictures taken prior to, during and after completing the scope of work that the homeowner’s insurance company hired us to perform and do not believe that the concerns the homeowner has brought forth are related to the scope of work that we completed.
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 Innovation Dr. | Dublin, OH 43016
P 614-652-2417 1-800-848-7496 ext. 2417
Initial Complaint
03/04/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On December 18th, 2021 Stanley Steemer cleaners showed up at my new empty apartment and charged my credit card since I had to leave. After I left they ran the clock in their van and didn't clean the floors in the apartment. It took me three hours to clean the apartment. I sent the photos of the filthy floors and Swiffer pads to *********** *******, the Branch Manager for Stanley Steemer (*******************@stee…) and ***** *******r (*****.*******r@steemer.com) *********** ******* the Branch Manager IStanley Steemer | 439 20th St. | Brooklyn, NY, 11215P 800-***-8336 Ext: 4443 | M ************ *******************@Steemer.com Fraud and credit card theft was committed when they reported back to the credit card company that the work was done. NO WORK WAS DONE and they disputed my dispute with Apple Credit Card. They said that they had problems moving furniture when the apartment was empty.Business response
03/10/2022
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly to discuss this further and work towards a mutually agreeable resolution.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016
P 614-652-**** 1-800-848-7496 ext. ****Initial Complaint
02/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had Stanley Steamer come clean our carpets. We originally also scheduled cleaning of 2 chairs but they were unable to do them. After the representative showed up at my house I had to leave soon thereafter to pick up my daughter from school. The representative told me I could pay and sign before he performed the work. When he told me the total I said that sounded really expensive since we were no longer cleaning the chairs. He said that he was charging me $25 per room for a sealant and an additional $25 per room for odor remover. I told him that I did not agree or request any of that, only the basic cleaning and asked him to revise the bill. I told him I would pay for one room of deoderizer in the main family room. I signed the bill and left to get my daughter. Upon checking my email and returning home I found that he had charged me $126 extra for sealant in each room which was also NOT $25 per room as he had stated, it was $31.50 per room! Additionally, the deodorizer was not $25 as he said, it was $37!! $12 more than what he told me it would cost. In addition to ALL of this, our carpets were still completely stained. So, I contacted Stanley Steamer that day and spoke to a representative over the phone. She said she would have a manager contact me within 48 hours and also send someone to reclean the next day. I told her I didn't want anyone to reclean, I just wanted my money back for the sealing service that I did not approve and she said it was policy to send someone back out so on Jan. 22 they did. The stains did not come out, which I could care less about, I'm mad that I was charged for a sealer that I never approved the service of! So I called again after 48 hours and continued to do so every 48 hours because I never heard from anyone. A few weeks later I contacted my credit card company to dispute the charge since it it was not an approved charge. Stanley Steamer never called me but instead sent a collections office after me for disputing the charge!Business response
03/10/2022
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
Paul Carson
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016
P 614-652-2417 1-800-848-7496 ext. 2417Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In November 2021, I called the main customer service number at Stanley Steemer to ask about their carpet/floor cleaning services. I also asked if their technicians wear shoe coverings while inside houses and I was promised they would. Based on that answer, I booked Stanley Steemer for a whole house carpet and floor cleaning for 12/3/21. However, when the Stanley Steemer technician arrived on 12/3 he refused to wear shoe coverings in my house. I expressed concerns about him wearing his dirty shoes on my "clean" carpets/floors, but he promised he would "work backwards" and therefore never step on the clean carpets/floors with his shoes. However, when I returned home after he was finished I noticed shoe prints in multiple areas of my carpets on all three floors (pictures attached). Obviously, he had not "worked backwards" as promised and now my "clean" carpets/floors needed to be cleaned again. I contacted Stanley Steemer customer service on multiple occasions via phone and email to complain about the "bait and switch" tactics of promising one service and then delivering another. Unfortunately, many of my contacts were ignored and the one time I did get a call back from a Stanley Steemer rep he was rude and unhelpful. Since I was lied to about the nature of their services, and was forced to have the entire house recleaned, I would like a full refund of the $747.00 I paid. I've also attached a detailed timeline and the invoice. Please let me know if you need anything else. Thank you very much for your assistance.Business response
03/10/2022
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We have contacted the customer directly and left a message requesting a return call to discuss their concerns.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
**** ******
Customer Relations Manager
IICRC Master Textile Cleaner
IICRC Master Water Restorer
Stanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016
P 614-652-2417 1-800-848-7496 ext. 2417Customer response
05/09/2022
[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
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Stanley Steemer came to my house 2/7/22 for carpet water extraction, removal of wet padding and replacement of padding. While signing the dozen or so disclaimers, I asked the estimator if they would spray the concrete with a mold inhibitor prior to installing the new pad. He said yes. After completing the water extraction and removal of wet padding, I asked when they would return to install new padding and they laughed. The estimator and another employee said they were a remedial company, not a restoration company. That is totally contrary to an e-mail my wife received the day after they left, which says they are a restoration company (it's also on their national website). In addition, they charged me for 625 square feet extraction of water at $.87 square foot; 625 square feet tearing out and disposal of wet padding at $.47 square foot (the carpet measures 24'X24'9" which is 594 square feet). They also charged me for 3 hours to block and pad furniture at $50.43/hour when their estimate clearly shows they were working less than 2 hours. Discounting the cost I pay for new padding (my 3 1/2 year old and 7 month old I was babysitting cannot verify my claim), I feel I am at least owed a refund of $83.93 for the water extraction overcharge, ($21.75), removal of wet padding overcharge ($11.75) and the hourly rate overcharge (1 hour @ $50.43) for a total of $83.93. After leaving, I surveyed the carpet and noticed that 12' of the carpet's seam had been separated (with the remaining 12'9" intact. In addition, prior to shampooing, I used my residential ****** ***** ***** to extract 4 gallons of water their high powered vacuum left behind. I paid $1,209.01 for water extraction and removal of padding which my 2 sons-in-law could have done for $350.00 had I known Stanley Steemer was not going to replace the padding.Business response
02/23/2022
To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this consumer concern to our attention. We are looking into this matter, a Customer Relations Specialist will contact the customer directly on 2/24/22 to discuss their concerns.
Once again, thank you for bringing this matter to our attention and please feel free to contact us again should you need any further information on this.
Sincerely,
Paul C*****Customer response
03/08/2022
I did not respond to a resolution previously because the promise to credit my account was not fulfilled until March 2, 2022. The credit to my account was promised about 2 weeks ago but was not done until yesterday. My account was credited the $83.93 on 3/2/22.
Sincerely,***** *** ****
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Contact Information
Customer Complaints Summary
175 total complaints in the last 3 years.
62 complaints closed in the last 12 months.
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