Stanley Steemer Carpet Cleaner

Complaint: [redacted]
I am rejecting this response because: The statement is not true. I told the general manager I need my refund from them to pay another company. When I talked to the manager, [redacted], on Saturday he told me there was not a problem to refund my debit card the money. He just needed to clear it with the general manager on Monday. When the general manager called me he was rude and very unwilling to discuss anything. He told me he cant just refund money without talking to the owner and he would do so and call me back that afternoon.... I have not heard from them. 
As I previously stated, I had been a customer for 15 years so I know they are capable of doing a better job than I received March 4. I waited another week for them to send a tech to my home who verbally attacked me. I only asked that he remain positive with our conversation... he got angry and stormed out of my house. When 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,
[redacted]

Final Consumer Response /* (2000, 7, 2015/11/04) */
The business called and provided me with a refund as requested. Case RESOLVED

Company was paid $632.00 to strip and seal my hardwood floors on 11 Nov 14. In process they ruined over 1000 sq ft of wood floor and will not refund.Signed up on line to have machine wood floor stripped and resealed. Website indicated clearly Stanley Steemer does this type work. Received phone call to confirm service request and set up date and time of service and verified again with a person they did this kind of work. Two person crew arrived on 11 Nov 14 and began work on a test strip in middle of floor with no issue. They then started working from farthest corner of living room and almost immediately saw the floor was warping. After a phone call with his boss the worker began again. After stripping the entire downstairs of my two story home, over 1,000 square feet of wood the two person team starting applying the sealant. When done the two men hastily left the job. After waiting the 4-6 hours as directed I walked on the floor and immediately saw warping and cracking and called my insurance company who sent an adjustor the next day. I also called Stanlety Steemer and spoke to [redacted] who indicated he was the amanger. I offered for him to come over and see for himself but he declined and asked me to send photos to his phone which I did. [redacted] called back next day and said he checked with corporate and was told to wait two weeks the floor would go down. I told him the floor was already cracking, was it goiung to un-crack as well and heal itself. [redacted] has been promising me a refund for about six weeks now. Floor will be replaced starting 5 Jan 15, would have done sooner but wanted to wait for holidays to be over. I want my $632.00 back and I want Stanley Steemer to cover my $1,000.00 deductible.Desired Settlement$632.00 refund for work not done to standard and $1,000.00 deductible on my home owners insurance.Business Response /[redacted]/Two technicians arrived at Mr. [redacted] house on Nov. 11 2014 to clean and reapply varnish to his wood floors. As always they did a demo cleaning on Mr. [redacted] wood floor and everything looked good so they proceeded with the cleaning. As Mr. [redacted] stated as they started the cleaning they realized that some of the wood planks where they already cleaned were starting to warp due to the moisture. The technician stopped immediately and called the manager, the manager told the technician to show the customers and let them know what was going on and only proceed if the customer wanted them too. The customer and technician agreed that since nothing happened to the wood where the demo took place that they would proceed. The crew finished the job and left. Mr. [redacted] contacted [redacted] the manager and explained to him what took place and they both agreed to wait 2 weeks to see if the wood floor would dry out and correct it self. They agreed that if it wasn't corrected that we would reimburse Mr. [redacted] for the $632.00 for cleaning and reapplying the varnish on there wood floors. Two weeks later Mr. [redacted] left Voice mail on [redacted] cell phone letting him know that the wood floors still look the same and wanted to be refunded the $632. [redacted] told Mr. [redacted] that he would get his refund, and it would take around 2 weeks because its a process to refund a customers money. It did take longer than the 2 weeks partly because [redacted] went on Vacation for the holidays. Mr. [redacted] has now been refunded his money, Im not sure exactly when he received his check but I do know that the check was already mailed before I receivd this complaint. We will not be paying the $1000 dollar deductible, because our technician stopped the work and showed the customer what was going on and wasn't going to continue until the customer insisted to continue the job. Mr. [redacted] never once talked to [redacted] about paying the deductible, they only agreed on refunding his money of $632 which has been paid in full.

Review: Hired techs to come to house to examine and give me estimate on my Persian rug that was clearly stated on their website it should be sent out to special location for special cleaning. The guy told me he does the same cleaning in the house . He said he is sure what he is doing cause doe it million times . few days later I notice my rug has shrunk one side 2" . This rug has been in my family for 20yrs and its painful to just think of what had happened .. yes it made me cry! the value would be $5000in good shape and now it has no resale value due to its shape .Desired Settlement: The carpet is not replaceable . I want the money for full lost value of the rug.

Review: I arranged for carpet cleaning of my parents' home. As I was ill, I was not able to be present at the location during the time of service. I was quoted $229 for the cleaning and deoderizing of the areas. I called twice to confirm on the day of service that $229 was te price to be billed. The technician charged $270 and my sister paid it. I called the [redacted], [redacted], who said "sorry for the miscommunication." There should not be any fees above $229, being that I made is abundantly clear what I wanted. The receptionist even called the tech to tell him I wanted to pay only $229. I do not appreciate being taken advantage of.Desired Settlement: I would like a $41.00 refund, the difference.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Stanley Steemer Carpet Cleaner has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: After making my appointment with Stanley Steemer on line I received my confirmation number and took the scheduled afternoon off work. The carpet cleaners were supposed to arrive between 1:00 and 4:00 pm on Tuesday, September 1st, 2015. I received my first phone call from Stanley Steemer saying that the service truck for my area was involved in a fender bender but that they do have an additional truck in my area that will be sent to my house at 3:30 p.m. After waiting until 5:10 p.m. I called back and was told by Stanley Steemer dispatch that my service truck was now caught in traffic but was still on the way to my house. So after 7:00 p.m. I called back to Stanley Steemer and was told that my call was cancelled. I informed dispatch at Stanley Steemer that I did not and would not have cancelled my call due to the fact that I had already missed 5 hours of time from my job and still have dirty carpet. At this point I am so very disappointed in the Stanley Steemer organization. I hope that you are able to ascertain that this doesn't happy to anyone else in the future. I personally would never recommend Stanley Steemer to anyone.Desired Settlement: I am now afraid to schedule another carpet cleaning with this Stanley Steemer company. Since they never arrived for my original appointment, How can I possibly trust them to actually show up if I did reschedule? Not to mention the fact that my time is also valuable and I have already lost 5 hours of work for nothing since they failed to arrive when they were supposed to the first time.

Business

Response:

Branch manager, [redacted], called Mrs. [redacted] upon receiving the first complaint in our system. No service was rendered and we apologize for any inconvenience this may have caused. Mrs. [redacted] was offered 20% off her next cleaning service and will be put in our 8-9:30 a.m. window to ensure this will not happen again.

Consumer

Response:

I am rejecting this response because: My service call was cancelled by someone working at Stanley Steemer. I did not cancel my own service call. I also missed 5 hours of pay from my job for nothing. Stanley Steemer is lying to save their own selves.

Business

Response:

I apologize for any misunderstanding in our prior response. We take full responsibility for the cancellation and that is why we are offering the 20% discount for any future service. We are also willing to schedule your next appointment in a window where any delay or cancellation would be minimal or nonexistent.

Review: [redacted]'s Crew in (truck 212) arrived at 1:16 pm. Before they started I asked [redacted], how much this cleaning is going to cost. He quoted me $40 more than what his office quoted me. When I disagreed. He said "what do you want us to leave." Nice Customer Service =( I immediately called the office and when I was on the phone I heard him say to his co worker [redacted] "it's only $40 what's the big deal." After his office corrected him [redacted] had an "attitude problem." Halfway though this cleaning I noticed that both [redacted] and [redacted] were walking around the wet carpet in their "work shoes." Both of them weren't wearing protective booties. Which, I though was odd. So, I asked [redacted] what type of precautions I should take walking on this wet floor. He said "NOT" to wear shoes, colored socks nor walk on the carpets with bare feet (because of the oils in your skin) for 12-24 hours afterwards. Which, I found logical. So, when I pointed out and took pictures of him wearing his "unprotected work shoes" walking around wet carpet. I asked him "WHY" he wasn't following his own precautions. He said that the office ran out of "protective booties." I told him that I watched him several times walk to the company truck parked on the street back into onto the wet carpet in my house. I even have pictures of his unprotected shoes on the wet carpet. He tried to justify wearing dirty shoes on my wet carpet. When, I wasn't going for his "ineptness." He got an "attitude" and said "what do you want us to leave..? Now, that the second time I heard that from this crew. At, this point even though they didn't do the downstairs dinning and living room area and only finished 1/3 of my sectional. I said "yes" you guys are rude and unprofessional. After, packing up their equipment [redacted] came back in and left me an invoice stating that they "cleaned" everything. Which, of course they didn't do. I would "NOT" recommend [redacted] or [redacted] in (Truck 212) to do any work on your carpetDesired Settlement: I took off of work so I could be present for this cleaning. And, they were rude and unprofessional. And, didn't finished the job. My desired settlement is to offset the time I took off of work plus having to put up with this crew is to do what they were supposed to do this cleaning at "NO COST" with of course a different cleaning crew. Finally, "DEMOTE" [redacted] and "REPRIMAND" [redacted] for their lack of professionalism.

Business

Response:

Company states: We went to the home and halfway through the job the gentlemen was upset that booties were not worn. We were out of booties at that time. He calls our call center and we told him we could get another crew out there with booties and we were happy to even go over again the areas that we worked on ?already. He declined that. We offered to get another crew out next week. He declined that. He did not even pay us a dollar. He started to use profanity and has come to our offices being rude and using offensive language to our employees. To this day, the consumer has not paid us anything yet they are asking for a refund.

Review: I had Stanley Steemer clean my carpets upstairs and down stairs on December 13, 2012. Later that evening, I noticed "waviness" in the carpet. I called Stanley Steemer to inform them. I was told to wait a few weeks for the rug to totally dry and it will flatten. I received a return message from "[redacted], the branch manger". I saved the message from 12-14-12. After I called him back, I left several messages with him but he never returned my call. After a month of it still looking the same, I called again and I was told the same thing. Frustrated, three weeks ago, I called again and was informed that "[redacted]", another manager would come to my home and look at the carpet, which he did. He informed me that Stanley Steemer would come and repair my carpet at no cost to me. A gentleman by the name of [redacted] came out to survey the carpet, sent by Stanley Steemer. Another week went by and I didn't hear about what the next step would be. Therefore, I called Stanley Steemer and was informed by [redacted] that the carpet would get fixed and I would have to pay some money out of pocket because they are not going to pay for the whole job by [redacted]. I am angry and frustrated with Stanley Steemer now as [redacted] stated he was sending another man to straighten out the carpet and that he would contact me, which no one did. Today, June, 15, 2013, I placed another call to Stanley Steemer and voiced my frustration and lack of good business practices by Stanley Steemer. I was transferred to a voice mail of a man named "[redacted]", main headquarters, chief of complaints department and I left a message for him to call me. That is where I stand at this point in time. In the mean time, it's been 6 months and I received nothing but the "run around" from Stanley Steemer. I am angry and frustrated especially at their lack of good business practices and terrible customer service. I paid for a service. They did a bad job on my downstairs carpet and it looks horrible. I need help!Desired Settlement: I want my carpet fixed. I was told that they can fix the carpet properly. Stanley Steemer is dragging their feet and ignoring me, the customer. If I didn't pay my bill, would they ignore me? Terrible! I would never recommend Stanley Steemer ever!! I want my carpet fixed. I am turning to the Revdex.com for help now. [redacted] stated that he does work for Stanley Steemer all the time and is ready to do the job.

Business

Response:

Please see attached response.

Consumer

Response:

[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.]

Thanks for helping me to follow up. They contacted me and sent me a check to repair the carpet wrinkles in my basement. When [redacted],, the manager was at my house, he stated that he would re-clean my carpet steps at no cost to me in addition to repairing my basement carpet. So far, I have not heard anything from the company as to when they would be re-cleaning my carpet steps.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if they would re-clean the steps as promised.

Regards,

Review: We called to have this business come out to our house and have the carpets cleaned, we first asked the tech what he thought about the our carpet. He said he could get out all of the spot stains except one in our sons room that had a spot of paint that did not come up. So I said if he could get the spot stains out I would go ahead and do the cleaning, he did and when he finished he said everything looks good, I said so these stains should not come back in morning right, He stated word for word" I got them out and you will not have to worry about the carpet" Why put yourself out there like that, he stated he had been cleaning carpets for a long time. The next day the carpet look as if they never came to my house and cleaned it. I got on the phone and asked to speak with a manager, I was told he was not in, I left my information and asked if he could give me a call back when he gets in. Three days later after not hearing back I called back in and was told he is in a meeting, I again asked if he would call me back as soon as he gets out of the meeting. two days later I called back in and was told again he is not able to talk to me at this time? I asked why he has not returned my phone calls? She replied, "I have left him the messages and that's all I can do for you". I told her this was a complaint and needed to talk to someone in charge. she said that is the one you need to talk to, well this went on for two weeks no reply... I am asking for a refund from this company as they lied to me and did not do what was said of this company. I have consulted another carpet cleaning service at this time. To not even get a reply from a manager to try and help a customer that could do a lot of business in the future with them is unacceptable. This is bad business and will not let them get away with this. Thank You.Desired Settlement: At this point we are seeking a refund for not providing service as stated above. We have consulted another carpet cleaner, As well as an attorney in this matter.

Business

Response:

From: [redacted] [mailto:[redacted]]

Sent: Wednesday, March 12, 2014 9:40 AM

To: [redacted]

Subject: RE: Revdex.com Complaint

[redacted],

I received the copy of the complaint for [redacted]. When I spoke with [redacted] In December I afford to come back out to re-clean the areas at no charge. He stated if we could not guarantee to get all stains out he would never had it cleaned in the first place. Stanley Steemer never gives a guarantee on stains, we can guarantee it will be clean but not for stains. I came to an agreement with him that we would refund his money of $215.00. [redacted] stopped payment on his check. I received no compensation for the cleaning job, with that being said [redacted]’s complaint is in our books, closed.

Thank You,

Stanley Steemer

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