Stanley Steemer Carpet Cleaner

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@steemer.com
Mrs. [redacted],
I spoke with you on a few of the occasions when you called in asking about your placement on the...

waitlist. As 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 200 people and had actually stopped taking additional calls by the 29th due to the volume of those on our waitlist. I 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 time. I 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 500 people or more and no provided times of serving. Due to this natural disaster and state of emergency, we just did not have enough crew or equipment to get to everyone right away. We really wish we could have helped everyone right away. It 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 (24-48 hours), as well as restorations services that would follow any minimum extraction. We 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 24 - 48 hours. We apologize if the process or explanation was confusing or misleading in any way. We certainly tried our best to keep our customers up to date and informed of the process. If we were able to get to you within that timeframe of 24-48 hours, we explained that was only step one of the entire restoration process. We explained that after extraction (which was just an emergency removal of water within the first 24-48 hours) we would then need to come back when we had the equipment available to assess the remaining damage and restoration process. We explained that any amount we charged for extraction would be subtracted from the remaining balance for the restoration services. We 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 72 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 home. We went over pricing and expectations. You were not happy with this.
We are truly sorry you had to go through this, as many others suffered great loss as well. We did the best we could with the resources we had available. Unfortunately, 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.

To Whom It May Concern:
 
Please be advised we are in receipt of the above-referenced consumer complaint. With respect to the substance of [redacted] complaint, we take customer complaints very seriously and as soon as we, at the Cincinnati Branch, were made aware of this complaint we sent...

another crew, had a manger on site when Mr. [redacted] returned from Vacation and worked with Mr. [redacted] to resolve the issue. It was quickly determined that do to the nature of the concerns and discrepancies in the characterizations of this matter we needed to turn this matter over to our insurance carrier for handling.
It is our understanding that the customer still has an open and active insurance claim with our insurance carrier. Any and all questions or concerns regarding this claim need to be directed to the adjuster assigned to the claim.
We will reach out to the adjuster and request that he/she make contact with the Mr. [redacted] to further discuss his claim.
Please feel free to contact us again should you have any further questions about this consumer complaint.
Thank You;
 
[redacted]
Branch Manager
Stanley Steemer | [redacted] [redacted]
P [redacted] ###-###-####

We have attempted to reach Mr. [redacted] to address his concerns three times to discuss. Because I have not been able confirm with my own eyes if the basement we cleaned is a two room area or a four room area, resolution to this matter was delayed. Any room over 300 square feet is considered a room. The...

"extra cleaning" the client was charged for was because of this area being oversized by 3 rooms. In the best interest of everyone's time and as an act of good will we have sent a letter to Mr. [redacted]'s address containing a partial refund.

Initial Business Response /* (1000, 8, 2015/07/21) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@steemer.com
Ms. [redacted],
I am sorry to hear about your concerns and would like to take the time to review everything on your order....

Please feel free to call me to go over this information. We value you as a customer and do feel that we have worked with you up to this point to resolve this concern.
The coupon you originally had for $209 was a coupon created by a company fraudulently. We pointed out on the phone that if you reviewed that coupon, you would notice that our company name was not even spelled correctly on the coupon. We understand this is not your fault and this is misleading, so of course we wanted to offer you one of our best specials so we could keep you as a happy customer.
We offered you our best coupon pricing at that time. We offered 5 rooms for $189. Your original order (the order you booked on the phone with the customer service advisor) included cleaning 3 bedrooms, a dining room, a living room, plus a hallway. The hallway was an additional $20. This took you to your total quoted over the phone of $209, as you stated.
Once our crew arrived, you requested we add on a flight of stairs and deodorizer in all the areas. As would be expected, this is an additional charge. Normally, a flight of stairs is $50 and deodorizer is $20/room, however, we offered another discount and only charged $20 extra for the flight of stairs and $16/room for the deodorizer plus $5 for the hall deodorizer.
While our crew was there, they did overflow a small bucket of water in the bathroom and cause water to overflow onto your bathroom floor. The water leaked through the vent and into the basement, which got onto a couch. We had our water restoration team come out and clean up the water and we offered to clean the couch for free. We also offered to add our protector to all 6 rooms and the hallway at no charge as an added courtesy, which is a $160.00 value for the protector alone.
Your home was restored and no damage was done due to the water. We provided ample discounts and additional services in hopes of providing good customer service due both our mistake and the mistake of another company (the coupon).
Services were completed (the cleaning, deodorizing and protecting of 6 areas and hall) in your home. For these completed services, payment was due and was paid. We do not feel a refund for these completed services is warranted. We have tried to offer as much as possible to provide satisfaction and happiness and to hopefully keep you as a customer.
Best,
[redacted]
Office Manager

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]

Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@steemer.com
Dear Mrs. [redacted],
We regret to hear that you were not satisfied with our services at our first visit. It is our goal to have happy, satisfied customers with clean carpets.
We would appreciate...

the opportunity to come back out to re-clean and deodorize your carpets for no extra charge. Please call [redacted] our Office Manager at (XXX) XXX-XXXX to schedule a time that is convenient for you.
Thank you for the opportunity to resolve this issue.
Initial Consumer Rebuttal /* (3000, 13, 2014/07/31) */
We called back today, and they were trying to send a manager out to make some type of decision but they wanted to do it on the 31st. They have doctor's appointments, and they need to get out when the weather is good. We do not want them to come back out. I feel like they are telling me that we do not have a choice. We don't want them back out here. I will also call them to tell them not to come back.
Final Consumer Response /* (3000, 20, 2014/09/17) */
SEE ATTACHED LETTER FROM ANOTHER BUSINESS TO CONSUMER RE HER CARPET CONDITION. LETTER WAS SENT IN BY CONSUMER.
Final Business Response /* (1000, 23, 2014/09/19) */
We offered to send out the general manager to re clean the carpets at no cost to the consumer. There is nothing else we can offer after they had someone else re clean the carpet.

Mr. [redacted],    We have attempted to contact you on several occasions. We 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 refund. We last left a message with a female at an alternate number you provided. Thank you and Happy New Year!   Best,   [redacted]

Initial Business Response /* (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 17th. We 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 carpeting. Due 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 damage. You 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 drawer. You may send this attention to [redacted] at [redacted]@steemer.com. Please advise damage costs you are requesting.
Thank you,
[redacted]
Office Manager
XXX-XXX-XXXX ext [redacted]

Mr [redacted],
I am very sorry to hear about the issue with your tile. Unfortunately your message was directed to the Stanley Steemer franchise in Gulfport, MS. I am going to forward a copy to our international customer relations department and someone should be calling you concerning this...

matter. If you would like to call them directly their number is 1-800-[redacted] extension [redacted].Thank you,
[redacted], Office Manager
North Gulf Group, Inc. dba Stanley Steemer

a clearing man for the company took a gold chain from my house. carpet not clean. did a bad job

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!

Revdex.com received the following response from the business relative to the consumer's complaint: From: Pete GDate:...

Wed, May 31, 2017 at 11:16 AMSubject: Complaint # [redacted]To: Mr. [redacted] in responding to the cleaning of the carpet at the [redacted] home the initial service was performed on 4/24/17. The customer was not satisfied with the results so we gladly set up a second cleaning on 4/28/17 and address these areas of concern. The technicians arrived at the home and discussed what  Mrs. [redacted] was not happy with. When the lead technician listened to the concerns Mrs. [redacted] had pointed out he then proceeded to give her his professional opinion on dealing with those areas prior to getting started. While the tech was explaining this to her that is when Mrs. [redacted] started becoming more upset. Making statements that “ You are just sticking up for those blanks”  and that’s when she started cussing the crew out repeatedly. From that point on the technician who had been with the company for 12+ years was being told over and over that we are making up excuses and sticking up for the prior crew using the F bomb. Mrs. [redacted] then pointed at both the men and told them to get the F out of her house giving them the middle finger. The note from the second time at the home states. The technician was explaining to the customer that her traffic patterns are not going to completely come out, she also had filtration around the perimeter and it may or may not lighten up. The crew had no problem with going back over it. The customer suddenly started cussing the crew out yelling and screaming to get out of her house while sticking her middle finger up at them. The crew then left the home. In regards to the statement that we were told the technician made to the customer, being disrespectful or rude to the customer is in no way tolerated. Thank YouPete GStanley SteemerHinckley Oh

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,

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]

Initial Business Response /* (1000, 8, 2015/07/21) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@steemer.com
Ms. [redacted],
I am sorry to hear about your concerns and would like to take the time to review everything on your...

order. Please feel free to call me to go over this information. We value you as a customer and do feel that we have worked with you up to this point to resolve this concern.
The coupon you originally had for $209 was a coupon created by a company fraudulently. We pointed out on the phone that if you reviewed that coupon, you would notice that our company name was not even spelled correctly on the coupon. We understand this is not your fault and this is misleading, so of course we wanted to offer you one of our best specials so we could keep you as a happy customer.
We offered you our best coupon pricing at that time. We offered 5 rooms for $189. Your original order (the order you booked on the phone with the customer service advisor) included cleaning 3 bedrooms, a dining room, a living room, plus a hallway. The hallway was an additional $20. This took you to your total quoted over the phone of $209, as you stated.
Once our crew arrived, you requested we add on a flight of stairs and deodorizer in all the areas. As would be expected, this is an additional charge. Normally, a flight of stairs is $50 and deodorizer is $20/room, however, we offered another discount and only charged $20 extra for the flight of stairs and $16/room for the deodorizer plus $5 for the hall deodorizer.
While our crew was there, they did overflow a small bucket of water in the bathroom and cause water to overflow onto your bathroom floor. The water leaked through the vent and into the basement, which got onto a couch. We had our water restoration team come out and clean up the water and we offered to clean the couch for free. We also offered to add our protector to all 6 rooms and the hallway at no charge as an added courtesy, which is a $160.00 value for the protector alone.
Your home was restored and no damage was done due to the water. We provided ample discounts and additional services in hopes of providing good customer service due both our mistake and the mistake of another company (the coupon).
Services were completed (the cleaning, deodorizing and protecting of 6 areas and hall) in your home. For these completed services, payment was due and was paid. We do not feel a refund for these completed services is warranted. We have tried to offer as much as possible to provide satisfaction and happiness and to hopefully keep you as a customer.
Best,
[redacted]
Office Manager

Jay Ecke <[email protected]>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.

Revdex.com received a call from the Pete G. from the business on 5-30-17. Pete indicated that the business would investigate and would be responding to the complaint in a couple of [redacted]s.

Initial Business Response /* (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 17th. We 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 carpeting. Due 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 damage. You 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 drawer. You may send this attention to [redacted] at [redacted]@steemer.com. Please advise damage costs you are requesting.
Thank you,
[redacted]
Office Manager
XXX-XXX-XXXX ext [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.

The General Manager spoke with the customer regarding the refund request. The 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 company. Our General Manager simply asked her to provide us...

with the invoice from that cleaning once completed. She then stated that she was not going to pay for this service, that she knew the person personally. Our General Manager explained that there should still be waivers and an invoice showing 0.00 and we need this before we can move forward with our determination. On 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 customer. All the managers and technicians say the same thing, which is that the customer was abrasive and had unrealistic expectations. We 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.