Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have been waiting for the response from an employee at
Stanley Steemer in order to enter what happened and how the problem was not
resolved. I did not want to call and deal
with corporate again as it proved so difficult the first time
It took numerous attempts to
get a hold of someone to deal with the initial matter at Stanley Steemer. It is important to note these attempts, as
documented in the 1st complaint, all took place within days of
the original cleaning, which is their policy.
I was finally contacted by
Alan weeks after my attempts. He said that
in situations that customers are not satisfied with the cleaning they do a
“courtesy cleaning” in which they clean the areas that were supposed to be
cleaned the first time. Of course, we
would have preferred for it to be done right the first time, however I was ok
with this resolution. It was understood
during our discussion that my husband or I would call back after the birth of
our baby in order to schedule the courtesy cleaning. My husband called and spoke with Alan and set
up a date for the courtesy cleaning which was days after the birth.
On that day, I left before
the cleaners arrived to get the kids out of the way for the morning. The crew showed up and told my husband that
they would “take a hit” and lose money by taking the job. They said that the same crew was supposed to
come back (we were told that it would be a different crew as we were not
satisfied with the first). So, they
called their manager on duty, I do not recall his name, and explained the situation. The manager told my husband that one of the
employees from the original crew was working that day and that he would send
himWhen he arrived he said that he could not clean all of the areas again
because their policy is that if dissatisfied they must be contacted the first
days after the first cleaning. My
husband explained that they were contacted in that time frame and that Alan had
arranged for this courtesy cleaning. The
employee ended up only doing one room again and spot treating an area rug. There appeared to be major miscommunications
among staff at Stanley Steemer. I do not
want another crew to come in at this point.
This has been such an inconvenience.
We do not want to deal with this company anymore, but expect to be
refunded as we paid $and the “courtesy cleaning” that was scheduled to take
place, did not.
Yes, my husband did purchase
a cleaner that we needed because we ran out.
In the future we will not be supporting Stanley Steemer by using any of
their products
I apologize for the delay in this matter Regardless of the FAQ section of the general Stanley Steemer website, all water restoration jobs are different and estimated and priced on an individual basisThe work is performed in accordance with the written scope/estimate, verbal
comments can be misconstrued as apparently has happened in this caseSee attached invoiceThank-you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]On my first call to Stanley Steemer I requested the rugs be cleaned, sanitized and protector to be appliedWhen they came to give the quote, they were quoting hardwood floors and tileThey were informed that rug cleaner was requestedWhen they gave us the quote we assumed all the services we requested were included in the quoteThis has been a disaster right from the beginningThey did not offer to come back in and clean the rugs, they said they would come in to do a test on the rugThis company started out with miscommunication from their call center to the Cheektowaga storeI contacted the manager right away, who was very rude and unprofessionalHe did not even send my complaint inThen I got passed around to who ever they felt like sending me to, to which I transferred with out notice to the estimator at the Cheektowaga locationOf course he could not helpHowever, at least he sent in the complaintThe manager at that location did nothing with my complaint which left me to get someone within the company to help meThey did anything they could do to get me to go awaySo I ask you, would you want this company back in your houseThe only way they can come back and redo the rugs is if all of the services I requested be doneI also would like some type of a refund due to all of us having to move furniture againI will allow them back in only on the condition all services be done, and that a refund is giving for all our troublesI am prepared to go to the media for help if that is what they want
Regards,
*** ***
Again, according to the original order booked and sent to the crew it was for a price and clean for units on 2nd floorThe crew gave a WRITTEN estimate that did not include any service but cleaningThis was scheduled for the following weekWe arrived did the cleaning and at that point the crew was given the ok to spray the protectorThe cost of the spray was ok'd, signed for and paid in cash by *** ***We would be more than happy to return to reclean as is our policyThere will be no refund
This customer was refunded his money for the serviceWe were not allowed to comeback and clean as we want to be able to make sure each customer is satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I will not accept anything but all three services to be done. All three services were requested on the first phone call to Stanley Steemer, and that is what we thought we were getting quoting on. Don't send customers to your call center for quotes, to just get something different from your company. and considering the fact when you came to my home to quote this, you had my service as hardwood floors, and tiles. Not sure where the miscommunication was, but not my problem. This has been a nightmare right from the start, and continues to this day. If all three services are not completed, I will start the process of contacting our local TV stations and then move on to the Attorney General. I am asking for fairness here, and for Stanley Steemer to do the right thing. When a customer asks for certain services to be done, that is what you expect to be done.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
II will accept them coming back to do the work only if all the services I requested and thought I was getting quoted on that is to include cleaning , deodorizing ,and protector
Regards,
[redacted]
I don't understand why a WRITTEN estimate and signed payment invoice for cash suddenly don't mean anything. we would love to return and reclean. the deodorizer is an additional charge. the protector will be reapplied at no charge as portions will be removed during the recleaning. obviously payment prior to start of service will be expected.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have been waiting for the response from an employee at
Stanley Steemer in order to enter what happened and how the problem was not
resolved. I did not want to call and deal
with corporate again as it proved so difficult the first time
It took numerous attempts to
get a hold of someone to deal with the initial matter at Stanley Steemer. It is important to note these attempts, as
documented in the 1st complaint, all took place within days of
the original cleaning, which is their policy.
I was finally contacted by
Alan weeks after my attempts. He said that
in situations that customers are not satisfied with the cleaning they do a
“courtesy cleaning” in which they clean the areas that were supposed to be
cleaned the first time. Of course, we
would have preferred for it to be done right the first time, however I was ok
with this resolution. It was understood
during our discussion that my husband or I would call back after the birth of
our baby in order to schedule the courtesy cleaning. My husband called and spoke with Alan and set
up a date for the courtesy cleaning which was days after the birth.
On that day, I left before
the cleaners arrived to get the kids out of the way for the morning. The crew showed up and told my husband that
they would “take a hit” and lose money by taking the job. They said that the same crew was supposed to
come back (we were told that it would be a different crew as we were not
satisfied with the first). So, they
called their manager on duty, I do not recall his name, and explained the situation. The manager told my husband that one of the
employees from the original crew was working that day and that he would send
himWhen he arrived he said that he could not clean all of the areas again
because their policy is that if dissatisfied they must be contacted the first
days after the first cleaning. My
husband explained that they were contacted in that time frame and that Alan had
arranged for this courtesy cleaning. The
employee ended up only doing one room again and spot treating an area rug. There appeared to be major miscommunications
among staff at Stanley Steemer. I do not
want another crew to come in at this point.
This has been such an inconvenience.
We do not want to deal with this company anymore, but expect to be
refunded as we paid $and the “courtesy cleaning” that was scheduled to take
place, did not.
Yes, my husband did purchase
a cleaner that we needed because we ran out.
In the future we will not be supporting Stanley Steemer by using any of
their products
I apologize for the delay in this matter Regardless of the FAQ section of the general Stanley Steemer website, all water restoration jobs are different and estimated and priced on an individual basisThe work is performed in accordance with the written scope/estimate, verbal
comments can be misconstrued as apparently has happened in this caseSee attached invoiceThank-you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]On my first call to Stanley Steemer I requested the rugs be cleaned, sanitized and protector to be appliedWhen they came to give the quote, they were quoting hardwood floors and tileThey were informed that rug cleaner was requestedWhen they gave us the quote we assumed all the services we requested were included in the quoteThis has been a disaster right from the beginningThey did not offer to come back in and clean the rugs, they said they would come in to do a test on the rugThis company started out with miscommunication from their call center to the Cheektowaga storeI contacted the manager right away, who was very rude and unprofessionalHe did not even send my complaint inThen I got passed around to who ever they felt like sending me to, to which I transferred with out notice to the estimator at the Cheektowaga locationOf course he could not helpHowever, at least he sent in the complaintThe manager at that location did nothing with my complaint which left me to get someone within the company to help meThey did anything they could do to get me to go awaySo I ask you, would you want this company back in your houseThe only way they can come back and redo the rugs is if all of the services I requested be doneI also would like some type of a refund due to all of us having to move furniture againI will allow them back in only on the condition all services be done, and that a refund is giving for all our troublesI am prepared to go to the media for help if that is what they want
Regards,
*** ***
Again, according to the original order booked and sent to the crew it was for a price and clean for units on 2nd floorThe crew gave a WRITTEN estimate that did not include any service but cleaningThis was scheduled for the following weekWe arrived did the cleaning and at that point the crew was given the ok to spray the protectorThe cost of the spray was ok'd, signed for and paid in cash by *** ***We would be more than happy to return to reclean as is our policyThere will be no refund
This customer was refunded his money for the serviceWe were not allowed to comeback and clean as we want to be able to make sure each customer is satisfied
This customer has her problem resolved. we did a courtesy call job and at that time she has purchased other products
Just verified we sent a $check to him on March 18, As he requested
Alan processed a refund and we are confident the $10 dollars will be returned.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I will not accept anything but all three services to be done. All three services were requested on the first phone call to Stanley Steemer, and that is what we thought we were getting quoting on. Don't send customers to your call center for quotes, to just get something different from your company. and considering the fact when you came to my home to quote this, you had my service as hardwood floors, and tiles. Not sure where the miscommunication was, but not my problem. This has been a nightmare right from the start, and continues to this day. If all three services are not completed, I will start the process of contacting our local TV stations and then move on to the Attorney General. I am asking for fairness here, and for Stanley Steemer to do the right thing. When a customer asks for certain services to be done, that is what you expect to be done.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
II will accept them coming back to do the work only if all the services I requested and thought I was getting quoted on that is to include cleaning , deodorizing ,and protector
Regards,
[redacted]
I don't understand why a WRITTEN estimate and signed payment invoice for cash suddenly don't mean anything. we would love to return and reclean. the deodorizer is an additional charge. the protector will be reapplied at no charge as portions will be removed during the recleaning. obviously payment prior to start of service will be expected.
Refund of $286.00 has been issued to customer.