Stanley Steemer International, Inc.

This builder did not fix a wall that has been leaking since the home was built....it was filled with mold due to builder not installing a water deverter. I have an attorney trying to collect the money it cost to repair the issue. I have not yet filed a law suit. We have had little response from Dan W. He has received receipts and pictures. As in the past he is just flat out ignoring the issue. The last issue I had with this builder took 4 years to be addressed. Desired Outcome: To be reimbursed for the repairs we had to make due to black mold directly related to them not installing a water deverter

Revdex.com:
I have reviewed the offer 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.
The company sent out supervisor, [redacted] and two technicians to inspect the area of issue.  The supervisor sprayed deodorizer onto the area and for a few hours it masked the smell.  The company sent technician [redacted] out again upon my complaint that the carpet still smelled like pet urine and that the carpets still felt wet to touch.  The technician saturated the area of issue with deodorizer and after drying it still smells of urine.  The caucasian technician on first visit as well as the agent that made the reservation and supervisor [redacted] were emphatic that the deodorizer would solve my problem.  However, discussions with other technicians revealed the complete opposite.  Prior to making the appointment I ask the agent if Stanley Steemer's deodorizer would solve my issue and she was convincingly sure it would and advise that the solution penetrates down to the padding and clears the issue.  As a result, I selected Stanley Steamers over Chem-Dry, a reputable company in the industry whose products truly work and does what it says it would do.  I have never been so disappointed in my selection and would never use Stanley Steemers again.  Now I have to schedule an appointment with Chem-dry to fix the problem at an additional expense.  Since having Stanley Steemers clean my home, it now has a damp feel. I request a refund of the cost to clean my family room and deodorizer.
Regards,
[redacted]
Ps..I have concerns about the in-home selling practice.  On the 2nd visit, like the 1st, the technicians attempted to sale me a cleaning package.  The concern on the second visit should have been making sure the customer's issue is resolved as oppose to squeezing more money from them

Thank you for taking time to notify us of your concerns with your recent service.  I want to apologize for all the hassle you went through trying to get your carpets cleaned on May 14

size="2">th.  The experience you described is NOT what we expect from a customer service standpoint.  I will address this issue with my staff immediately utilizing the information you provided as training for our staff.  Enclosed is a $75.00 gift certificate to be applied toward any future service with Stanley Steemer.       Once again, I apologize for your recent experience and I look forward to earning your patronage again.  
 Sincerely,
 
Robert M[redacted] General Manager, Greater New England Stanley Steemer International, Inc.

Please send me what copies of the expenses you incurred for this problem  I will review and try to work this out.thank youDan W[redacted] Greystone Country Homes East Inc. ###-###-####[redacted]

Revdex.com:
I have reviewed the response made by the business in reference...

to complaint ID [redacted], and have determined that this does not resolve my complaint.   
I have tried months ago...sent him pics. ..with a response from him that he will be in touch. He has not. I did hire an attorney to attempt to resolve this issue....the owner of greystone has yet to resolve. I have had issues with greystone in the past that took 4 years to be resolved. 
Regards,
[redacted]

I called and spoke to this customer already prior to any complaint from the Revdex.com. The customer had notified me that he had put a complaint in with the Revdex.com. I told him that I had not received anything but was calling based on the complaint received via the Stanley Steemer customer complaint system....

I had asked the customer if there was anything I could do for him up to and including giving him some of the money back that he had spent on our services. The customer replied that he felt reporting us to the Revdex.com was punishment enough.
I followed up with my crew and asked them about the situation. The crew replied that the customer had made them aware to use the utility sink to dump their water and not the bathroom sink. The crew stated that they used the utility sink to dump in as instructed, but admitted to using the customers bathroom sink to ring out their rags.

Initial Business Response /* (1000, 14, 2016/01/04) */
We went back out to Mr. [redacted] house on 9/4/15 to do a courtesy call and at that time we fixed the issues he was having with his floor.

Review: Had Stanley Steemer clean our carpets (living area, Stairs and Master Bedroom in 11/15. At the time we were told carpet would be dry by that evening. After 2.5 days, carpet was not dry. We soon noticed a light brown streaking in the carpet. We notified Stanley Steemer after the first of the year. They came out, saw the issue we were having and tried to re-clean the areas with no luck.

They then came out twice more and tried different thing to resolve the problem. They finally said they were not sure what happened but that they were unable to get the streaking out and would turn it over to their insurance company for a resolution. The insurance company finally sent someone out to inspect the carpet.

We have now received a letter from the insurance company saying it was in their opinion a shading issue (whatever that means).

I now have a carpet that has to be replaced and have gotten no help from Stanley Steemer. I do have photos that clearly show the light brown streaking in the carpet.

This was NOT a builders grade carpet. Even the man who came out and inspected it said it was not a cheap carpet.Desired Settlement: Replace carpet.

Business

Response:

We cleaned for Mr. [redacted] on 11/25/15. Got a call back on 3/23/16 that there was gold streaks in the carpet. He told me they did not notice the streaks until they rearranged the furniture in the room. I called Mr. [redacted] on 3/24/16 and set up a time to come out and take a look. I went out there on 3/30/16 at 10am. I just went out to inspect the carpet that day. I called him back after I got a response from my boss on how to attack the situation and went back on 4/12/16. 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 observed. Also that carpet has a different shading on all sides of the fibers.Thanks,

Review: Contract company to clean carpet that my pet had an accident in one area. Asked the associate on the line if they had a product that will penetrate the carpet and clean pet urine. Female representative said the deodorizer would clear issue. When I spoke with the gentlemen that came to clean, they indicated the deodorizer would not clear issue, will only mask it for a few hours. I advised them that the customer service representative clearly advised me the product would take care of my issue and based on her information, I did not go with CHem-Dry, an expert cleaning company that specializes in pet odor. The caucasian driver was not interested in contacting the office to assist and as I called customer service, he was not willing to wait until my issue was resolved. Instead he wanted to sell me a product to self apply when my sole purpose for contracting Stanley Steemers was for them to do the work. I called customer service and was advised someone would call me back. Two days later, no call. As a result of the cleaning, the crystals in the urine have been agitated and has my home smelling faulDesired Settlement: I would like a refund for the carpet cleaning in the family room as well as the odor out product sold as it is leaking in the bag. I am unsure the amounts as everything was priced together

Business

Response:

[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.

Consumer

Response:

I have reviewed the offer 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.

The company sent out supervisor, [redacted] and two technicians to inspect the area of issue. The supervisor sprayed deodorizer onto the area and for a few hours it masked the smell. The company sent technician [redacted] out again upon my complaint that the carpet still smelled like pet urine and that the carpets still felt wet to touch. The technician saturated the area of issue with deodorizer and after drying it still smells of urine. The caucasian technician on first visit as well as the agent that made the reservation and supervisor [redacted] were emphatic that the deodorizer would solve my problem. However, discussions with other technicians revealed the complete opposite. Prior to making the appointment I ask the agent if Stanley Steemer's deodorizer would solve my issue and she was convincingly sure it would and advise that the solution penetrates down to the padding and clears the issue. As a result, I selected Stanley Steamers over Chem-Dry, a reputable company in the industry whose products truly work and does what it says it would do. I have never been so disappointed in my selection and would never use Stanley Steemers again. Now I have to schedule an appointment with Chem-dry to fix the problem at an additional expense. Since having Stanley Steemers clean my home, it now has a damp feel. I request a refund of the cost to clean my family room and deodorizer.

Regards,

Ps..I have concerns about the in-home selling practice. On the 2nd visit, like the 1st, the technicians attempted to sale me a cleaning package. The concern on the second visit should have been making sure the customer's issue is resolved as oppose to squeezing more money from them

Review: The bathroom sink was left clogged and the toilet was left a mess. I had given clear directions to not dump dirty water in the bathroom sink, but to do it in a utility sink, located in the laundry room. At the present time, I need to contact a plumber, as I have attempted to unclog the sink and have been unsuccessful. By the looks of it, there is a lot of dog hair in the sink which will likely require special equipment, which I do not have.During the visit which took place from 8:00 AM - 10:18 AM. The cleansing of the floor took place and was done well. Sink and toilet were left a mess.Desired Settlement: I would like to have a refund of 471.13 + Damages.

Business

Response:

I called and spoke to this customer already prior to any complaint from the Revdex.com. The customer had notified me that he had put a complaint in with the Revdex.com. I told him that I had not received anything but was calling based on the complaint received via the Stanley Steemer customer complaint system. I had asked the customer if there was anything I could do for him up to and including giving him some of the money back that he had spent on our services. The customer replied that he felt reporting us to the Revdex.com was punishment enough.

I followed up with my crew and asked them about the situation. The crew replied that the customer had made them aware to use the utility sink to dump their water and not the bathroom sink. The crew stated that they used the utility sink to dump in as instructed, but admitted to using the customers bathroom sink to ring out their rags.

Review: I called stanley steemer to come clean my upstairs hallway as I spilled liquid soap, as long as theywere coming I contracted them to do stairs and livingroom as well.when they got here they tried to sell me the carpet stain protection spray I said no as carpet had stain protection on it when I bought it,,when they were done the tech said that now that carpets were cleaned they removed all the protectant from when it was installed is gone so if I spill wine it wont come out.I said if I get the spray protectant and I spill wine and cant get it out what happen the older [redacted] tech said " we will come back for up to a year and clean it free" so I said ok ...as soon as I left I saw it didnt say on receipt that so I went to website and saw that wasnt true so I immediately called manager [redacted] who said I was a liar as tech has been there for years and would never say that but he would call and ask him ,he then called back and said they denied they said or and I must of misunderstood ( ofcourse they would say that they want thier job and work as a team ) I said thats not true , I know what they said a d in what context there was no misunderstanding on my part, and I want my money back for that and further although they did a good job on steps and livingroom they hallway still has soap in it ( which was main reason I called them) I said I want a refund for protectant but will pay for the hall even though jib wasnt goood or I will fightcharge and contact Revdex.com , he hung up on meDesired Settlement: I will pay $128 including tax for the cleaning even though hall wasnt done good ( I could ask for 40 back for that but I wont) but I want a refund of the $70 ( 66 plus tax)for the stain protector that was sold to me under false terms I am fighting charge with mastercard as well

Business

Response:

We did resolve this situation in a prompt manner. Ms. Silverman was credited back $70 to her credit card to resolve this dispute within 24 hours of reporting the matter in regards to her purchase of our supershield plus protector for her carpeting. When Ms. Silverman called our call center we responded quickly and listened to her request. We then conducted an investigation on our end from the two technicians that serviced her who possessed a combined 8 years with our company and have serviced thousands of jobs and never came across a customer complaint like this in the past. After speaking with the technicians that serviced her, it was clear that there was a misunderstanding or miscommunication in regards to our supershield plus service. The 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 year. Also, when speaking with Ms. Silverman she claims that I personally hung up the phone on her and claimed that she was lying. This did not occur. When I spoke to Ms. Silverman on the phone and informed her of the misunderstanding, she claimed that I was calling her a liar, which was not the case. I 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 5 minutes later to speak with someone else. Despite our investigation, we still gave Ms. Silverman the benefit of the situation and refunded her money for the supershield plus protector. At Stanley Steemer, we stand behind our service and will always take care of our customers and rectify any wrong doings. This was a very unusual situation for us and something that I never personally came across ever until now.

Consumer

Response:

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

Review: I made a confirmed, online appointment for the cleaning of 5 rooms, 1 hall, 2 chairs, and 1 couch. The service was to take place on Saturday, May 25 from 3:00 PM - 6:00 PM. After 3 conversations with Stanley Steemer (one corporate, two with the local dispatcher), I was told that the dispatcher could not reach his cleaning crew and had "no idea where they are." After 4.25 hours of waiting, we were not provided the service we were promised. Now, we have to reserve another Saturday in order to have the service done.

Product_Or_Service: Carpet Cleaning

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We would like our cleaning done at no charge.

Business

Response:

Business Response /* (1000, 5, 2013/05/29) */

Contact Name and Title: [redacted] A. [redacted]

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@steemer.com

[redacted] called 5/29/13 12:20pm left a voicemail;also sent emal to the customer with my full contact information so we could make things right with Mr. [redacted].

My number is (XXX)XXX-XXXX email : [redacted]@steemer.com

Waiting to hear back.