Stanley Steemer International, Inc. & Corporately Owned Branch Locations

Hello, [redacted] It took a Revdex.com complaint to get a response from you? No returned phone calls? This is the first time we are learning this is actually an insurance liability claim being adjudicated. The [redacted] site does not represent as an insurance company. If we had realized you were representative of an insurance company, we would have obtained the services of a public adjuster to represent us. At this point, your representation only appears to be on behalf of protecting your client, and we see no evidence of further investigation on your part. What other investigation do you need to do? We have had no response from you up to this point, which in our world is not acceptable. This matter has been left hanging, indefinitely. Is that your regular course of business? This is now January, 2018.When shall we expect to hear from you? When are you going to conclude your investigation? I need to hear from you. The Revdex.com gives two options only for my response: (1) Accept your response to them. (By selecting this option, this implies I agree with you- which I don’t. (2) Reject your response to them. (By selecting this option, I have no idea where that response leads).We need to hear from you. This matter will not continue, indefinitely. Most small, non-complicated insurance claims are settled quickly. You indicate you do not reimburse for services rendered. Those services would have been unnecessary, had the Stanley Steemer worker not been negligent. Sincerely, Mrs. [redacted]

To Whom It May Concern:   Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted Mr. [redacted] and we believe that we have resolved this matter to his satisfaction. Once again,...

thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.    Sincerely, Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer | [redacted] [redacted] P ###-###-####  ###-###-####

To whom it may concern, Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted Mr. R[redacted] and believe that we have resolved this matter to his satisfaction. Once again, thank you for bringing...

this matter to our attention and please feel free to contact us once again if you need further assistance.  Sincerely, Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer | [redacted] P ###-###-####  ###-###-####

To Whom It May Concern:   Please be advised we are in receipt of the above-referenced consumer complaint. Thank You for bringing this matter to our attention. We have reviewed [redacted] account and found that the contract that is referred to in this complaint includes 3 cleanings beyond...

the one that was paid for at the time of initial service and one application of a carpet protector which was applied after the initial cleaning on 5/12/17. The total for the contract was $340.00 the initial cleaning was $139.00; a $40.00 discount was applied bringing the total paid to $439.00.  The customer did not express any cleaning related concerns when they had contacted their local office with their scheduling concerns and request for a refund on the contract. Therefore, the initial cleaning cost were not refunded to the customer.  Additionally, the protector portion of the contract had already been applied on 5/12/17 so this portion of the contract ($69.00) had been backed out of the refund amount which left a total refund for the unused portion of the contract of $271.00.   We understand that the scheduling concerns were a great inconvenience and have addressed this accordingly with the local office to ensure that something like this doesn’t happen again.   For this customers inconvenience and as gesture of customer goodwill we will be mailing them a $100.00 gift certificate.   Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.   Sincerely;   Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer | [redacted] P ###-###-####  ###-###-####

To Whom It May Concern:Thank you for bringing this to our attention.  This consumer complaint has reached the corporate office of Stanley Steemer International, Inc. and we appreciate the opportunity to correct this unsatisfactory situation.  We, at Stanley Steemer International, Inc.,...

want you to know that we value our customer and are truly sorry if this customer has been inconvenienced in any way.  Unfortunately, problems occasionally occur and we hope that the handling of this concern assures you of our good intentions and our desire to provide our customers with quality service. We are currently considering this matter with the local office and a member of our management team will be reaching out to the customer shortly to work with him directly to address and resolve his concerns. Please let us know if you need any further information on this matter. Thank you again for bringing this to our attention.Best Regards, Paul C[redacted]Customer Relations ManagerIICRC Master Textile CleanerIICRC Master Water RestorerStanley Steemer | 5800 Innovation Dr. | Dublin, OH 43016

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]

To Whom It May Concern:
 
Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted Mrs. [redacted] and believe that we have resolved this matter to her satisfaction.
 
Once again, thank you for...

bringing this matter to our attention and please feel free to contact us once again if you need further assistance.
 
 
Thank You,
 
 
Paul C[redacted]

To Whom It May Concern:   Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted [redacted] and believe that we have resolved this matter. Once again, thank you for bringing this matter to our...

attention and please feel free to contact us once again if you need further assistance.   Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer | [redacted] P ###-###-####  ###-###-####

Complaint: [redacted]
I am rejecting this response because:  This response is not a resolution but rather notification that I should expect another phone call.  However, as of yesterday, I was contated by the manager of the local Stanley Steemer branch and was given a resolution pending supervisor approval.  I am waiting for that response at this time. In the meantime, this case needs to stay open until I receive compensation for my damaged furniture.
Regards,
[redacted]

To whom it may concern, Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted Mr. [redacted] and believe that we have resolved this matter to his satisfaction. Once again, thank you for bringing...

this matter to our attention and please feel free to contact us once again if you need further assistance. Sincerely, Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer | [redacted] P ###-###-####  ###-###-####

To Whom It May Concern: Please be advised we are in receipt of the above-referenced consumer complaint. We believe that we have given this matter all due consideration. Including an inspection that was performed by an independent inspector, attached, this inspection did not find anything in the...

cleaning process that could have caused the problem this customer had called about.   After sharing the inspection report with the customer, she expressed that she was not happy with the outcome so in the interest of customer service and as a gesture of customer goodwill we offered her a full refund. She said that she needed to think it over because she was busy at the time. We haven’t heard back yet but the offer does still stand and the refund amount would be $192.60. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.     Sincerely, Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer [redacted] P ###-###-####  ###-###-####

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Please mail check to the new address. 6916 Roseborough Court Louisville, KY 40228

To Whom It May Concern:Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention. We have contacted the management at the local Stanley Steemer which serviced this customer.  They had not been notified of his...

dissatisfaction yet.A member of the management team is reaching out to [redacted] and will work with him to address his cleaning concerns. Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.   Sincerely, Paul C[redacted] Customer Relations Manager IICRC Master Textile Cleaner IICRC Master Water Restorer Stanley Steemer | [redacted] P ###-###-####  ###-###-####

To Whom It May Concern:Please be advised we are in receipt of the above-referenced consumer complaint. Thank you for bringing this matter to our attention.After reviewing the customer’s concerns and their account with us we have decided to refund the amount of the cleaning ($116.10). This will be...

credited back to the credit card that was used at the time of service.Once again, thank you for bringing this matter to our attention and please feel free to contact us once again if you need further assistance.Sincerely, Paul C[redacted] Customer Relations Manager

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: We feel that is not an adequate resolution. First of all, after not showing up to clean out carpet when we had to move the necessary items to have that done & then having to call to fine out where Stanley was to  do the job & a customer service stating they had no record of any appointments for us when all 3 appointments were made at the time of the original cleaning & telling us she can have someone come out Monday - so we should move our furniture back ( not sure I would of done this if not for the fact company was coming over)r & then we should do this again on Monday. How is it that you take someones money & have no idea why you are taking it & then not know your home is supposed to be serviced. By the way, the cleaning of the carpet was not that good but we chose to have you come back out for the allergen. Since we do not intend to use Stanleys unreliable service again we do not want a $100.00 gift certificate & would appreciate the balance due us of $50.00 - which we believe is fair
Regards,
[redacted]

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12219965, and find the resolution is satisfactory to me assuming they make good on their promise to issue me the refund of $206 as we discussed.
Regards,
Ernie De La Fuente

From: Christeena D Gallahue [mailto:[email protected]] Sent: Tuesday, April 18, 2017 11:09 AMTo: [email protected]: Complaint ID: 12077871Document Attached.  Thank you.

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

To Whom It May Concern             Please be advised that [redacted]. is the authorized Third Party Administrator for the above referenced client.    An insurance claim has been setup for [redacted] because of the alleged...

incident on November 21st, 2017.  As we are the authorized Third Party Administrator, we are in the process of conducting our Liability investigation into this matter.  At this time, we have not made a formal decision regarding the liability in this matter.  We are currently reviewing all of the evidence that has been presented by both our client and Mrs. [redacted] to finalize our liability decision in this matter.  Once our liability decision has been finalized, Mrs. [redacted] will be informed of that decision.  If an insurance settlement is warranted, we will reach an agreed, and if a denial is warranted, we will issue a denial letter.   As this is an insurance claim we only address damages and we do not reimburse monies paid out for services rendered or agreed contracts between Mrs. [redacted] and Stanley Steemer.    Sincerely     [redacted]