Stanley Steemer Carpet Cleaner

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Our records indicate that the job was completed on 12/21/We cleaned and applied the live enzyme deodorizerPlease let us know if there are any additional concernsPlease contact the office manager at the St Louis main officeI did leave you a voicemail with my contact information if you need to contact meThank you

We reviewed Ms***s' complaint and we have taken reasonable measures to resolve this matter A senior manager conveyed to Ms [redacted] that it is not possible for us to have caused her plumbing issue The device we use to dispose of the dirty and filtered water extracted from Ms***'s home is required by OSHA It has built in filter screens that allow only fine granular matter to pass through It is not possible for the toilet to have been clogged from our filter hose Additionally, Ms [redacted] expressed satisfaction with the cleaning services in a follow up call conducted and only complained of the plumbing issue for which we did not cause Ms [redacted] was provided a service guarantee for satisfaction with the cleaning and provided days from the date of service to have her home re-cleaned at no charge She opted not to utilize this guarantee Sincerely, [redacted] Director, Operations [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey proceeded a refund to my credit card in the amount that was requested Sincerely, [redacted]

Jay Ecke Feb 10to me In response to the complaint from Ms [redacted] .On the date of the incident in dispute we were ordered by the City of Cleveland to tow Ms [redacted] 's vehicle from downtown Cleveland to the City impound lot The next day we were contacted by the claimant and the city about a damage complaint We spoke to Ms [redacted] and verified we did receive the complaint We also let her know that we put a request in for the photos from the impound lot that the lot takes as the vehicle was being checked in At that time we told Ms [redacted] to go ahead and get an estimate while we waited for the photos from the city to be sent Also we provided an email for her to send her video/photos over of the car At no time did we ever say we would be contacting our insurance co No decision was to be made until the photos from the city impound were sent via email Upon receipt of the photos the vehicle is completely intact even with the car on truck still When Ms [redacted] called to check the status of her claim she was told that we didn't feel that the damages were caused by us At which point she became upset She asked us to send her the photos we had and we complied Our reasoning for the refusal of the claim is the photos of the vehicle showed the vehicle intact on the truck The video/photos of the damage she claims were not taken in the spot were the vehicle was recovered from, it was removed prior to photos/video That fact was stated by Ms [redacted] in her complaint There are several other trucks in and out of that lot And other drivers recovering their vehicles from that lot at all times of the day One of those other vehicles could have come in contact with her car Also there is a very deep hole that basically covers the entire entrance/exit of that lot that many vehicles can bottom out on pulling out of the lot One must be extremely careful to get around it That hole is not in our control as we do not own the lot The above reasons state why we feel the damages could have been caused by any one of them The photos of the vehicle when it was on our truck clearly shows the vehicle intact and why we feel damages were not caused by us Hence the reasoning for telling Ms [redacted] to make a small claims case and let the court decide That is what they are there for We have been members in good standing with the Revdex.com for a long time Our service record speaks for itself

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @steemer.com [redacted] - We did receive your first complaint dated June 17thWe also received your copy of the signed waiver you signed during the cleaning stating that our technicians were unable to remove the stains and damage due to wear on your carpetingDue to excessive stains and permanent wear damage, our technicians advised that we were unable to clean the carpet any further than we did on the day of your cleaning and we would not be able to provide additional cleaning as we knew we would be unable to remove the permanent damageYou signed this statement on the day of your cleaning acknowledging you understood this As far as the dresser damage, please provide pictures showing the damage to the dresser drawerYou may send this attention to [redacted] at [redacted] @steemer.comPlease advise damage costs you are requesting Thank you, [redacted] Office Manager XXX-XXX-XXXX ext ***

Mr [redacted] , We have attempted to contact you on several occasionsWe realize you are a night shift worker and that getting in touch may be difficult but we do need you to call us during our business hours and request to speak with [redacted] She will need you to provide her with the credit card number you used on the original service date for payment so that we can process your partial refundWe last left a message with a female at an alternate number you providedThank you and Happy New Year! Best, [redacted]

Final Consumer Response / [redacted] (2000, 7, 2015/11/04) */ The business called and provided me with a refund as requestedCase RESOLVED

Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @steemer.com Mr [redacted] - I apologize for the inconvenience with the air handling unitI can certainly understand the concern When we arrive on an air duct cleaning job, the first thing our crew does is turn off the AHU and turn it right back on to confirm that the system is working properly, as expectedWe clean the air ducts and then turn the system back onAt this time, we have our customers sign stating the AHU is running as expected before we leaveThese steps were followed in this case You called and stated the AHU stopped running after we left so we sent the crew back to your home to investigate as a courtesyOur crew chief was able to identify that the furnace door was not tightly securing as expected, causing the system to failWe were able to manipulate the door enough so that the system would kick back on, however, we advised calling a professional heating and air conditioning company to work on securing the door in order to resolve the issue correctly I again apologize for the inconvenience and we are certainly dismayed to hear that we have lost your repeat businessIf you would like to submit the invoice for your service call, I am happy to review Best,

ay EckeAttachments6:PM to me Hello [redacted] , Here are photos we have of the vehicle while on our truck You can clearly see by the photos the only parts of the car the truck comes in contact with are the tires The vehicle bumper is intact in the photos These photos are taken by the impound lot not by a representative of our company Also included are pictures of the sizable holes that are in the impound lot that vehicles must drive through before getting to the driveway where the complainants photos were taken from Even in our trucks extreme care must be taken when driving through them Passenger vehicles routinely bottom out as they are exiting Also as stated before there are several trucks, cars and people in that lot, moving other vehicles around Once we drop the vehicle there anything that may happen is beyond our controlAny questions feel free to call216-566-

Complaint: [redacted] I am rejecting this response because: They never called me or sent me an email or regular mailMy name is Mr***, not Mr***.The basement area is carpeted in one room onlyTheir untruthful response is not acceptable in any shape, manner or form.As far as I am concerned, they took advantage of an old lady (>70) and that is reprehensible.When I contacted them by phone (prior to contacting the Revdex.com), they said they would pass it on but they never contacted me Sincerely, [redacted] @aol.com

Review is for Stanley Steamer Merrylville, I was able to call yesterday and told them why I needed carpets cleaned ASAP, they were able to work with me and get me in today The cleaners that came were friendly, polite and very knowledgable in explaining to me all their products and what not to use for future, even though we were unable to purchase their products at the time Thanks Jerry A and Kevin L for getting a dirty job done today! I feel comfortable now knowing the carpets are clean enough that my family can walk on it safely You guys rock!

Complaint: [redacted] I am rejecting this response because: Thank you for helping me in this issue originally filed 11.30.16 I did not reply to your last email about the resolution Stanley Steemer offered. They said a check had been mailed to me. I was waiting to receive... that check and I still haven't received it. I did not want to accept the resolution until I could verify that I had a check for the overage. Sincerely, [redacted]

The General Manager spoke with the customer regarding the refund requestThe customer explained that she was planning to have a different company come out and clean the carpets again and she wanted us to refund her so she could pay that companyOur General Manager simply asked her to provide us with the invoice from that cleaning once completedShe then stated that she was not going to pay for this service, that she knew the person personallyOur General Manager explained that there should still be waivers and an invoice showing and we need this before we can move forward with our determinationOn another note, we have spoken with the technicians that were at her home, as well as several managers that had interaction by phone with this customerAll the managers and technicians say the same thing, which is that the customer was abrasive and had unrealistic expectationsWe have tried reasoning with her, however, were unable to come to an agreement because she would get upset and hang up.If she provides the invoice from the other company, we will be happy to review

Contact Name and Title: *** *** Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@steemer.com
Dear Mr***,
I apologize for the confusionWe cleaned and deodorized your living room, sofa and recliner for a total of $With the $gift certificate, the amount owed
was $
You should have received a receipt from the crewI will be more than happy to email a copy to you for your review

Initial Business Response /* (1000, 5, 2014/10/17) */
Contact Name and Title: *** *** Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@steemer.com
Dear Mr***,
I am happy to resolve this case for you
In review of your order, we were scheduled to clean and
scotch guard your hallway and family room, while also cleaning your living room and dining roomThe addition $would have been for us to scotch guard another area
Would you be so kind to let me know what areas of your home received scotch guard protection? Feel free to call me or respond to this message
Thank you,
*** ***

Initial Business Response /* (1000, 7, 2015/09/14) */
Contact Name and Title: *** - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@steemer.com
We received the invoice for the carpet replacement to Ms ***'s homeWe refunded the cost for cleaning and deodorizing
the one room that she replaced carpet in

Initial Business Response /* (1000, 5, 2015/12/28) */
Our records indicate that the job was completed on 12/21/We cleaned and applied the live enzyme deodorizerPlease let us know if there are any additional concernsPlease contact the office manager at the St Louis main officeI did leave
you a voicemail with my contact information if you need to contact meThank you

We stand behind our work and certainly do our best to ensure that if there are any mistakes, we get those correctedIn order to determine the cause of the said buckled flooring, we hired an outside professional flooring company to come inspect the flooring and write up their findings, in addition
to having our general manager come out to review the said damage
The outside company reported that the flooring was not installed properly, with adequate spacing between the wood panelsSpacing leaves room for expanding and contracting of wood floors due to moisture content in the air or on the floorIn addition, moisture testing was completed within your home using professional grade water restoration detection toolsThere were no moisture levels found in the flooringThe spray from the cleaning is not enough water to damage wood flooring, even had a tarp not been laid on the floor, which it was
With two professional flooring companies, one with certified water restoration experience and one being an outside, non biased party, finding no fault on Stanley Steemer, we feel the offer provided was more than fair

The General Manager spoke with the customer regarding the refund requestThe customer explained that she was planning to have a different company come out and clean the carpets again and she wanted us to refund her so she could pay that companyOur General Manager simply asked her to provide us
with the invoice from that cleaning once completedShe then stated that she was not going to pay for this service, that she knew the person personallyOur General Manager explained that there should still be waivers and an invoice showing and we need this before we can move forward with our determinationOn another note, we have spoken with the technicians that were at her home, as well as several managers that had interaction by phone with this customerAll the managers and technicians say the same thing, which is that the customer was abrasive and had unrealistic expectationsWe have tried reasoning with her, however, were unable to come to an agreement because she would get upset and hang upIf she provides the invoice from the other company, we will be happy to review

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@steemer.com
Mrs***,
I spoke with you on a few of the occasions when you called in asking about your placement on the waitlistAs
was explained to you when you called in on the 28th, and then again each time you called in asking about your placement on the waitlist, we had a waitlist of over people and had actually stopped taking additional calls by the 29th due to the volume of those on our waitlistI am sorry if we were not responding in the timeline you were expecting, however, please know that we were trying our best to accommodate the large number of calls during that timeI assure you that you were on our waitlist and were called in a manner that was fair and in order of the time when you called in
Most other companies in the area were in the same exact situation as us (we did call around and check), with waitlists in upwards of people or more and no provided times of servingDue to this natural disaster and state of emergency, we just did not have enough crew or equipment to get to everyone right awayWe really wish we could have helped everyone right awayIt just was not feasible
When you originally called on the 28th, we explained the minimum amounts that we would charge to come out for an estimate and went over the waitlist process, extraction process, and timelines for that (24-hours), as well as restorations services that would follow any minimum extractionWe explained that at that time, due to a limited number of equipment and crew, we were only calling people to do minimum extractions for the next - hoursWe apologize if the process or explanation was confusing or misleading in any wayWe certainly tried our best to keep our customers up to date and informed of the processIf we were able to get to you within that timeframe of 24-hours, we explained that was only step one of the entire restoration processWe explained that after extraction (which was just an emergency removal of water within the first 24-hours) we would then need to come back when we had the equipment available to assess the remaining damage and restoration processWe explained that any amount we charged for extraction would be subtracted from the remaining balance for the restoration servicesWe explained that we were not able to provide any estimate on when you may come up on the list for servicing and we would let you know once that time came
By the time we got to your name on the list, it had been over hours, and yes, at that point, water left on carpeting and in padding is the same equivalent as sewage water and we advised that your padding would probably need to be torn out at this point to ensure safety in your homeWe went over pricing and expectationsYou were not happy with this
We are truly sorry you had to go through this, as many others suffered great loss as wellWe did the best we could with the resources we had availableUnfortunately, it is sometimes difficult to prepare for such a large and destructive natural disaster as happened here in St Louis and surrounding areas a few weeks ago