Stanley Steemer Carpet & Upholstery Cleaner

I have called and talked to Ms*** The fee was refunded and we consider this issue closed

Initial Business Response /* (1000, 5, 2016/02/26) */
After having the opportunity to review the damage and the quality of work performed with our crew, they were unaware at the time that any damages had occurredOur crew at the time, placed the items on the dresser thinking they were picking up
items off the floorBoth crew members are experienced technicians and have provided excellent quality service over the years without incidentAll employees must report any damages to both the customer and managementFailure to do so, will result in disciplinary actions which could result in suspension and or up to terminationTime spent cleaning in each room will vary based upon how much furniture is being moved, soil condition, size of the room and how much spot treating is neededThere is not a required amount of time to efficiently clean a roomThere has been several attempts to discuss solutions to the issues since the Monday conversationBeing that a manager was not allowed to schedule a meeting at the home to inspect the overall cleaning of the job or to inspect the type of curtain rod that needs replaced, the solution offered in a voice mail left was a dollar amount of $The customer thought the crystal was around $and the curtain rod appears to be $5-$dollars to replaceIn regards to a total refund of the entire job, we are not being given a chance to correct whatever issues there may beAt this point, the actual carpet cleaning could have been completed to the best of their abilitiesWithout an opportunity to inspect and address any quality issues, these issues remain unknown and therefore a full refund is not warrantedWe take these matters very seriousSafety, quality, property preservation, and great customer service is our goal for each and every customer we provide service forI understand the frustrations of items being damaged and unfortunately mistakes can happenWe are a company that will stand behind our work and will always try our best to resolve any issues
Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was not willing to have another stranger in my home possibly breaking my itemsI will have to spend personal time fixing the curtain rodI am a very busy healthcare professional and don't have time to fix other people's mistakes for services renderedAlso at the time I presented the broken part of the curtain rod and the two very young guys said they did that and also took photos of my curtain rod as well as took my broken pieces with themThey didn't mention breaking my crystal which was hanging from string on my curtain rodIt's very disappointingI don't believe the cleaners didn't know that they caused the damage because the crystal was hidden amongst my jewelry and the curtain hook was on a dresser far from the windowThey were obviously in a hurryAlso they left items for me to put back into place on my ownI expect at least $which won't cover the cost of me hiring a handyman or asking family to fix the curtain rodsThe crystal was sentimentalIn my neighborhood word of mouth is everything

I am rejecting this response because:First, I am not asking for an entire refund for every service that Stanley Steemer providedI am only asking for a refund for the carpet cleaning and deodorizations of areasI do not have any complaints or issues with the rest of the cleaning that was doneNext, I do realize I did not allow Stanley Steemer to come back and re-clean the carpet, however I did do exactly what the gentleman whom cleaned, deodorized, and re-deodorized my carpet told me to doAfter he re-deodorized the carpet and the smell was not gone after hours, I contacted the place that installed the carpetI did this because the Stanley Steemer employee said I may have a problem with my carpet or padding if the smell had not resolved after the re-deodorizationI chose at the time to allow another company to clean the carpet since it had not been effectively cleaned by Stanley Steemer the first timeAfter having the carpet cleaned and deodorized by the next company, the smell was gone instantly and has not returnedI feel that excellent customer service is providing the service correctly the FIRST time and providing some type of compensation when your customer is not satisfiedI did not appreciate the difference in stories regarding the refund process from two different people at Stanley SteemerOne person stating that Stanley Steemer does not have a money back policy and one person stating that he authorized refundsYou either have a refund or money back policy or you don’t! Basically my interpretation of my situation with Stanley Steemer is that their company does not care about customer service and the accountability for not doing the job right the first time is non existentI wish my career as a nurse allowed me to do the job right the second or third timeIt’s difficult to provide service recovery to a dead patientI am not anticipating any type of resolution to this situationAll I am asking is for Stanley Steemer to do their jobs right the first time and provide customer service that other customers can rely on!

Hello, In response to complaint ***: Attached is the signed invoice by *** * * *** which states issues that may happen when carpet or upholstery are exposed to pets: Our company provided service on 7/31/and was contacted on
8/4/stating there were still odor issues after our enzyme deodorizer had been applied. There were no issues with the cleaning, just the odor was still present. As a result, we scheduled a courtesy service call to address her issues on 8/5/Our crew reapplied our enzyme deodorizer without re-cleaning. This normally would correct the issue as we were adding more digestive enzymes to eat the odor causing bacteria. Our enzyme deodorizer has up to a hour life cycle to fully digest odor causing bacteria. On 8/23/17, our company was contacted expressing the odor issue still has not been resolved and she was wanting her money backI explained that in some cases, multiple cleanings and applications of deodorizer may be necessary. That our deodorizer is effective as long as it comes in contact with the source of the odor. I also explained that I would send of our supervisors out to address the issue and that I am confident that we will be able to correct the issueShe scheduled for 8/26/17. I explained this along with the fact that we also clean at a high temperature and the humidity created will magnify any odors during the cleaning process. Similar to the way on rainy or high humid days odors are magnified. On 8/24/17, she called and cancelled stating that she wanted her money back because the company she purchased the carpet from was going to clean it for her at no charge. That the company told her our water is not hot enough and that we over wet carpet because we don't have enough suction causing odor issues. I explained that was false. I reiterated to her at that time, by not allowing our supervisor to come out to address her concerns, I would not be able to warrant a refundEspecially when her decision is based on information given to her by another carpet cleaning companyI also explained that we want nothing more than for her to be happy with our service and asked for the opportunity to make it right. She refused and stated she would get her refund either way That company put our company in a negative light, giving her inaccurate information on our cleaning process. Our process which is the only certified AAFA (Asthma & Allergy Foundation of America) carpet cleaning process. I understand her position especially because of the misinformation about our services given to her by another company. I suppose giving out information about a competitor to increase sales is their common business practice. She is requesting a full refund without allowing us the opportunity to correct the issue as she originally agreed to. That her issue was an odor issue dealing with the expense she paid for the deodorizer and that there were no issues with the cleaning itself. As the leaders in the industry we have backed up proven data on how our process works and the results. I am sure that this would not even be an issue, but because she was being fed and negative information from another company's business tactics *** *** Operations Manager Stanley Steemer *** ** *** * *** ** *** P *** | F ***

I have called and talked to Ms. [redacted].  The fee was refunded and we consider this issue closed.