Stanley Steemer International, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9994999, and find that this resolution is satisfactory to me
FYI I just recieved the credit to my charge card yesterday and it was only done after contacting corp offices as local manager was verbally aggressive accusatory and refused refund
Sincerely,
Jodi Silverman

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
As I have stated to Dan W*** of Greystone, I had roofing companies come out and ALL stated the house did not have the flashing installed in the foot bump out, this means water has been going into the wall since day ....and the extent of the mold and rot on the osb board shows years of leakage. Once they installed the flashing and repaired the osb we kept the wall open for a few months to make sure that fixed the leak and it didThe reason for the carpet ...once we smelled the mold in that corner and pulled out the drywall the smell was still there, with a little more investigation the corner of that room where the carpet bumps to that corner was mold as wellit was a small area but still was mold and could not get the smell out of the carpetWe tried to patch the carpet but it could not be matchedI had to replace the carpet due to the black mold in a 2xareaI replaced the carpet with a lessor grade of carpet. As far as shingle damage, we do not have any of those issues , while they were installing the flashing I asked them to inspect the roofNO shingle repairsThis is not an insurance issue...its a builder who did not install flashing. As far as the costI would take a prorated amount on the carpet, the carpet I purchased then was a year carpet, if you take / that comes out to a yearSo I would take off x years = that would bring his cost of the carpet to I am not trying to get something for free, this is a total build issue and it should not have happened nor would this have happened if the flashing was installed when the house was built
Attached is a pic of the black mold, and an illustration one of the roofing companies gave me on how the flashing keeps the water from going into a wall
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I am satisfied with steps they are taking to hopefully fix my carpetI would like to know if they ate taking any action against the employee that was so rude to me on my propertyHe was very disrespectful and unprofessionalThreatened to sue me on my propertyI will be fully satisfied when the employee is held responsible for his actions
Sincerely,
*** ***

Initial Business Response /* (1000, 15, 2016/01/04) */
I have no record that Mr*** made a formal complaint with us, is seems that he was over charged and in those cases we tend to refund the customer the difference of the cost or for the amount they were overcharged

We cleaned for Mr*** on 11/25/Got a call back on 3/23/that there was gold streaks in the carpetHe told me they did not notice the streaks until they rearranged the furniture in the roomI called Mr
*** on 3/24/and set up a time to come out and take a lookI went out there on 3/30/at 10amI just went out to inspect the carpet that dayI called him back after I got a response from my boss on how to attack the situation and went back on 4/12/We tried multiple different approaches to help with the issue. I deiced to turn it over to insurance and they set out a licensed inspector and they did a through testing of the carpet (the report is attached)In the report it states that no cleaning related issues were observedAlso that carpet has a different shading on all sides of the fibers.Thanks,

I ***-I can don once a month its about $Bucks a month.I will start wed July 6th.Dan

I receive payment in full for $from Dan W***

We did resolve this situation in a prompt mannerMsSilverman was credited back $to her credit card to resolve this dispute within hours of reporting the matter in regards to her purchase of our supershield plus protector for her carpetingWhen MsSilverman called our call center we
responded quickly and listened to her requestWe then conducted an investigation on our end from the two technicians that serviced her who possessed a combined years with our company and have serviced thousands of jobs and never came across a customer complaint like this in the pastAfter speaking with the technicians that serviced her, it was clear that there was a misunderstanding or miscommunication in regards to our supershield plus serviceThe technicians in their statement said that they informed the customer that the product generally lasts a year, not that we would come out and service a spot for free for a yearAlso, when speaking with MsSilverman she claims that I personally hung up the phone on her and claimed that she was lyingThis did not occurWhen I spoke to MsSilverman on the phone and informed her of the misunderstanding, she claimed that I was calling her a liar, which was not the caseI simply said to her that there was a misunderstading or miscommunication somewhere between the technicians and herself regarding this matter Also, when I would not initially give her a refund, she hung up the phone on me and then called back minutes later to speak with someone elseDespite our investigation, we still gave MsSilverman the benefit of the situation and refunded her money for the supershield plus protectorAt Stanley Steemer, we stand behind our service and will always take care of our customers and rectify any wrong doingsThis was a very unusual situation for us and something that I never personally came across ever until now

I have attached a few pictures of a search to try to figure out how or why there was a problem.  As I recall the last 7 years have been very active withCold weather and lots of snow.  I remember just last year being very difficult and having “melting snow” create temporary leaks in ceilings.This situation of ice cycles and snow build up simply melts quickly and  it’s like pouring a cup or bucket of water in that area.I don’t think there is any wat heavy rain or light rain would be possible to “Turn” towards the corner of the house.  It would make more sense toHappen from snow/ice dam.   As I will investigate more.I also remember that there was very extensive roof damage over the last few years including a tornado etc.This could of possible made some shingles loose- and not really helped the issue with the snow.I believe this is a “Homeowner  Insurance issue” .I had stated that I would pay for the $1000.  But the [redacted] want to pile on and have me pay for their new Carpet.I believe after my research that this is ice damage and I am having 2nd thoughts of even paying any of this out of my pocketSince- It’s an act of God/ Weather or possible maintenance.Thank youDan W[redacted]

Business indicated he was going to drop a check off to the customer.

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. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My carpet had no streaking before being cleaned. Attached is a photo of the carpet and I do not see how SS can say it's just the shading of the carpet. Caden  L[redacted] the rep for SS even said the streaking could clearly be seen in the carpet. I am very disappointed and unhappy at this point. I now have a carpet that has to be replaced.
Regards,
[redacted]

Current Position:After investigation into typical construction process, building inspectors, roofers & Historical weather reports-I have concluded that the water leak could or may have been caused by numerous factors besides the use of an“after market” diverter.   Ice damming, clogging and wind shingle damage can all lead to a diversion of water fromIts normal flow of gravity in a straight line directions.Thus, it is unlikely that water would start at the top of the apex of the roof and below and become redirected toThe left or right without one of the items mentioned above.Simply put, there is no logical reason water would take a “Hard right” or “hard left” will flowing down towardsThe gutter to the house wall.  I also believe that flashing was used as mentioned by customers roofer that did theRepair. In conclusion, although I am sorry that the customer had a water leak, I cannot go above and beyond the simpleFix of the leak- as I believe it wasn’t due to any builder error and as the customers ownExpert has verified that flashing was used between sloping roof and house wall.I would be willing to pay for cost incurred as good will. That cost was about $1000. From what I haveHeard.  Keep in mind this house was contracted over 8 years ago. Thank you Dan W[redacted]

[redacted] has received a full refund already and we had a 3rd party inspector go to her property to see what the cause of the damage was and see if there is anything more that needs to be done from our end. I’m currently waiting for the inspection to come back, as soon as I have that I’ll be...

getting in contact with [redacted].

Revdex.com:
I have reviewed the response made by the business info reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dan,I was told by 2 roofing companies, the water diverter was not installed, which means the water was just pouring into the wall every time it rained, hence the completely rotten osb. This was not due to ice sitting there for years, it was due to water running off into the bump out.  I will accept your offer to pay the 1,000 to make this right, I just wonder if that will ever happen.
Revdex.com:
 
Regards,
[redacted]

[redacted] from the business called and said that this has been resolved with the customer. The business went to the customer's home and applied an odor product to the spots of concern.

Attached are the invoices. I have emailed the roofing company and am waiting for them to get back with me regarding his statement.  I can not find the warranty, I do not believe this is a warranty issue. This is more of a good business issue. The Flashing/water diverter was never installed, so this leak has happened since day one, when the home was built, around August 2009.  I did not notice the issue in the wall until I was sitting in a corner chair and kept smelling mold. (July 2015) I then investigated more to find the wall smelled horrible and their were bubbles in the drywall. This is a hidden corner so it took a while to notice what was going on. I then cut a hole in the wall to find the insulation was soaking wet.  I then cut the whole wall out, removed the wet insulation, to find the osb was covered in black mold, and was so rotten I could put my finger thru the board. We called a few roofing companies all noticed right away that there was not a water diverter installed and said this would have been leaking since the house was built. The water was coming in the wall at the bump out since day 1. Once we removed all the mold (probably should have called a mold removal company) we were still getting a smell, with a little more investigation we realized the corner of that carpet/ under the carpet/pad was moldy. We cut out that area bleached the floor board and let it air for a few days. We could not find a match for the carpet to repair the corner area. That is when we had to purchase carpet.  The roofing company we went with was cheaper because we removed the deck so they had access to all of the siding, this saved us a bunch doing some of the work ourselves. We also repaired the drywall ourselves to save a few hundred.  I am waiting on the roofing company to send me their statement on the flashing/diverter. I will forward on to you when I receive it. And as far as the broken shingle, that was due to me climbing on the roof to see what was going on.I did contact Dan W. regarding the problem this past summer. He was a no show and told me twice he would come out. We could not wait on him, we needed to get the mold out of the house. Attachments would not attach , please advise. [redacted]###-###-####

[redacted] will be receiving a full refund, that refund is being processed by our corporate accounts payable department.

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.
Sincerely,
[redacted]
 
This is resolved . They sent a very nice letter apologizing for no showing up and sent a $75.00 gift certificate.  The letter said they would use this opportunity to retrain their employees.