Stanley Steemer Carpet Cleaner

Complaint: ***
I am rejecting this response because: The statement is not trueI told the general manager I need my refund from them to pay another companyWhen I talked to the manager, ***, on Saturday he told me there was not a problem to refund my debit card the moneyHe just needed to clear it with the general manager on MondayWhen the general manager called me he was rude and very unwilling to discuss anythingHe told me he cant just refund money without talking to the owner and he would do so and call me back that afternooni have not heard from them. As I previously stated, I had been a customer for years so I know they are capable of doing a better job than I received March I waited another week for them to send a tech to my home who verbally attacked meI only asked that he remain positive with our conversationhe got angry and stormed out of my houseWhen I called and spoke to Tracy I asked that she send a new crew to my home and she told me they didnt have to do anything for me. I deserve to get the service I paid for or I should be refunded my money.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/10/24) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX XXX XXXX
Contact Email: ***@yahoo.com
10/@ 3:41pm Dispatch called and sent truck to Mr *** residence, while techs were en route the job was cancelled by call
center, Mr *** made complaint on 10/GM called Mr *** and he was told that Mr *** wanted compensation for his timeGM told him that he would investigate the incident and get back to himMr *** called me on 10/and relayed his complaint I assured him that his apt would be rescheduled for the time and day of his choiceHe is on schedule for 11/at 9am
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note that I did not cancel the techs at 3:41pmI've called their call center at 4:15pm(This is bad communicationI should not have to call them, they should have called me and let me know that they are running late) They said that techs will take about another hour to get to my houseThat will put the techs at 5:15pm, hour and minutes late
GM also did not respond to my requestGM and I spoke on FridayGM promised me that he will get back to me Friday, or latest MondayI have to call the regional manager Tuesday 10/to schedule the 11/at 9amThe GM failed to communicate back to me as promised
The company still have yet to compensate me for the lost hours (failed no show)Will discuss on 11/when they are onsite
Final Business Response /* (4000, 9, 2014/11/03) */
On November X XXXX Our technicians were sent at 9am to do a courtesy call at Mr ***'s addressHis concerns were "permanent stains that were documented on original apt", the areas were treated and re cleaned again pointed out that they were permanentThe conversation that Mr *** had with *** ***, *** made it clear that he was the owner and at that point Mr *** made no request for compensation and by scheduling the courtesy visit at a day and time of Mr***'s convenience we were under the impression that we had taken care of his concernsThis was satisfied on Saturday November 1stWe value him as a customer and would further extend a $gift certificate for services in Alameda CountyHoping this will resolve this complaint

see attached

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please see attached

They did a reasonably good job of cleaning the carpets and couch, no better or worse than I had done by myself when I rented a unit from the grocery store for $I was a bit disappointed when I was not there but had my son let them in and watch over the processI received a phone call from there service tech telling me that for an extra $per room and per piece of furniture they would do a special deep cleaning and deodorizingThis would add an additional $to the cost of cleaningI got sucked in by their $special ad, but of course I ended up paying over $by the time they were doneThey were there less than hours and the carpets were wet for over hoursWhen I got a call back to ask how things were and I discussed my displeasure I was told I didn't understand what the tech was saying and they ended the call with no offer or even saying they were sorry for the "misunderstanding"

Complaint: ***
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 only
Their untruthful response is not acceptable in any shape, manner or formAs far as I am concerned, they took advantage of an old lady (>70) and that is reprehensibleWhen I contacted them by phone (prior to contacting the Revdex.com), they said they would pass it on but they never contacted me
Sincerely,
*** ***
***
***@aol.com

Ruined my carpet with their enzyme treatment and an end table when the technician laid a glad plug in on itThey called me and basically said "not their fault"Did not even come out to lookHorrible, no resolution

Initial Business Response /* (1000, 7, 2015/10/19) */
Our Air Duct supervisor called the customer on 10/14/and rescheduled the inspection for 10/19/There was a inspection appointment set up previously, however the customer cancelled the first appointment due to scheduling
conflicts
During this inspection, we will review the home's air duct and ventilation condition to determine the cause of the continued excess dirt in the home
Initial Consumer Rebuttal /* (2000, 9, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 10/19/2015, the Air Duct supervisor came out to inspect my ductsUpon inspection, he asked several questionsHe then went back to his truck to give his supervisor a call to give him a status updateHe then came back a told me that the company would re-clean the ducts againWe setup a date when the technicians would come out to perform the workThat date is 10/31/between the hours of 10am and 2pm

They are very unprofessional, and they do not care if they have your business or notThey will give you a window of when they will be there( such as 11-3pm) they will call you at and tell you they are trying to get someone thereAt 2:50, then they say they will have someone there after This when you have wasted your entire day waiting on themDon't waste your time, look for another company!

Initial Business Response /* (1000, 5, 2015/12/28) */
Our records indicate that the job was completed on 12/21/15. We cleaned and applied the live enzyme deodorizer. Please let us know if there are any additional concerns. Please contact the office manager at the St Louis main office. I did...

leave you a voicemail with my contact information if you need to contact me. Thank you.

Initial Business Response /* (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 unit. I 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 expected. We clean the air ducts and then turn the system back on. At this time, we have our customers sign stating the AHU is running as expected before we leave. These 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 courtesy. Our crew chief was able to identify that the furnace door was not tightly securing as expected, causing the system to fail. We 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 business. If you would like to submit the invoice for your service call, I am happy to review.
Best,

We reviewed Ms. [redacted]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. [redacted]'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 10 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]

Initial Business Response /* (1000, 7, 2015/09/14) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@steemer.com
We received the invoice for the carpet replacement to Ms [redacted]'s home. We refunded the cost for cleaning and...

deodorizing the one room that she replaced carpet in.

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 me. They proceeded a refund to my credit card in the amount that was requested.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/12) */
We have reviewed our records for [redacted] at XXXXX [redacted] We show carpets were cleaned on 8/3/15, but did not include area rugs. We cleaned a Dining Room, Sun Room, Hallway, Bedroom and Living Room and provided a 10% senior...

discount. The invoice was presented to the Ms [redacted] on the date of cleaning that listed the areas cleaned and the price paid of $198.00. Ms [redacted] signed the invoice and paid with a check. We have attached a copy of the signed invoice showing that we did not clean area rugs.

ay EckeAttachments6:05 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 control. Any questions feel free to call216-566-9070

Hi [redacted],Here are the photos and that I sent to Eckes as you had requested as well as the damage report I filled out before getting the car out of the impound lot. But the most important information that I need to get to you is the video that was taken at the front of the impound lot. I say this is the most important information because it is in this video that the time and date stamp is shown. I had sent both the video (taken the same day at the impound's lot) and the photos (taken in my driveway the next day) to Ecke's at their request. I want to send you the video but it is not supported by your emailing system through the Revdex.com's website its is a .MOV file format. However I took some snap shots of my phone's screen while I am in my photo and video gallery on my phone. If you look above the video that shows the damage it says "Cleveland-Tremont Quigley Rd" and if I go to play the video right above that it says "Cleveland-Tremont January 25 6:03 PM". Then if you look at the damages report that I have also attached you will see that the time as written by the police officer on duty was 17:48 (5:48 military time). I bring this up to show that we had reported the damages BEFORE the car was even released from the impound's lot. I filed the damages report at the same time that I payed for car to be released. So the damage was not caused by a "large pot hole" that is supposedly on the impounds lot when we pulled the car from the lot as Jay Ecke is trying to say. If you have any questions or need anymore information please contact me @ [redacted] also please let me know if there is an email that I may send the video too. Thank You,[redacted]

Initial Business Response /* (1000, 6, 2015/06/08) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@steemer.com
We had our restoration manager go out to the home to inspect the indicated damage. We determined that the damage was not in...

fact caused by our cleaning crew while they cleaned the carpeting in her home prior to this issue. Our cleaning crew simply hooks up a hose to an outside water spout and does not in any way mess with pipes in the home. The water damage in the basement was deemed to be from pipes or another source in the home. We offered to re-clean the customers basement carpeting for free as a courtesy to hopefully continue our business with the customer in the future. We did request that the customer sign a standard water waiver form before our cleaning crew could clean the basement, to which she stated she refused to do so. We adhere to the same policies and procedures with all of our customers. All customers are required to fill out a waiver form before we clean in their homes if any water damage is shown to be present. This waiver does not in any way state fault on any party for the damage, only that there is previous water damage in the home and to the area we will be cleaning and applying additional water to, per our standard hot water extraction cleaning method. I explained this to the customer, but she still refused to sign the required waiver, therefore, we are unable to provide the free basement cleaning. If she would like to sign the waiver, we are happy to provide the free basement cleaning as a courtesy. This offer, however, is only valid through the end of this month.
Feel free to call me with any questions.

Complaint: [redacted]
I am rejecting this response because:
They never called me or sent me an email or regular mail. My name is Mr. [redacted], not Mr. [redacted].The basement area is carpeted in one room only. Their 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