Stanley Steemer International of Phoenix

This issue has been resolved with the customer , this did take longer to be resolved than it should have , due to the issues we had finding a solid contractor to go out and complete the work . All new flooring has been installed and the charge for the service was refunded .

After reviewing our complaints internally I see that the customer never contacted us directly regarding his/her concerns. Had they just contacted our toll free number which has operators available 24/7 or visited our website we would have been able to hear out the customers concerns and get...

the customer the receipt which they state was never received, based on the amount of time lapsed between the job being finished and the customer never contacting us directly to resolve any issues they may have had with our service I'm limited on what I can do at this point. Had we been given a direct opportunity and been contacted in a timely manner we would have been more than happy to re-clean any area rugs or if the customer was that unhappy a possible refund may have been an option, in good faith I'm willing to offer the customer a 100$ refund for the hassle.[redacted].[redacted].[redacted] our nationally recognized website lists many ways to contact us directly to resolve any issues along with it stating that any customer questioning our workmanship must be reported within 10 days of completion of the work or it will be subject to a service charge at our option.

My complaint is not with their service, but is with their business practices. I scheduled a carpet and grout clean. While they were here the service people [redacted] and [redacted] were insistent that they set up a demo area in the kitchen. I said I didn't need to see a demo, I just wanted my grout cleaned. They set-up a demo area and asked me which area I liked better. They all looked the same to me and I told them I could not tell them apart. They pointed to one area and said doesn't it look good? I said yes, but I have to get back to work, I am teleworking today. When it came time to pay, it turns out that saying yes that area looks good cost me $730 in Grout Seal. Me, "grout seal? I didn't ask for a grout seal." [redacted], "yes, but you said that you liked that one demo area in your kitchen better." Me, "no, you said that area look better, I told you I couldn't tell them apart. You didn't tell me that area was an additional $730 charge!" [redacted], "well, you were very busy with your meeting and didn't have time to talk, but I want you to be happy so I will discount 15%." Me, "but I didn't want my grout sealed!" [redacted], "well, you carpet was also spot cleaned and deodorized for free. With all these additional services I didn't charge, it would have cost about the same." Me, "yes, I am happy with the clean carpet and tile, but I am very unhappy about paying for a service I didn't not authorize!" [redacted], "but you did authorize when you pointed to that one demo area." Me, "no, you and [redacted] were the one that pointed out that area, I couldn't tell that much difference and you never told me that it was going to cost me $730." So with the 15% discount I paid $539.95 more than I had expected!

I called the 1-800 number and the customer service agent was very helpful. She told me that the estimate was for $305 and was surprised that the onsite techs collected over $1,000. I told her that they said my hallways were oversized and that the machine tells them how much to charge. Plus the eating area in the kitchen is a separate area and the master bath was a separate room so both of those were additional charges. She transferred me to [redacted], the Branch Manager, but he was unavailable, I left a message for a call before 3:00 because I was away from the phone at the doctor after 3:00. After I left for the doctor, [redacted] called. My granddaughter told him that I was away and to call back the next day. I haven't heard from him.

I called the 1-800 number again and the customer service agent sent me to [redacted]'s voice mail again. I left a new message to contact me as soon as possible.

This morning I contacted my credit card company and talked through the entire episode with them and they said they have heard of this exact scam before.

I had spoke to [redacted] regarding this job (the original technician on the job) and he said that the carpet overall cleaned up nicely and did not have any spots when he left. [redacted] then called Stanley Steemer and spoke to one of our customer service agents and scheduled a courtesy call...

stating that a few spots had appeared. We sent out a crew to the courtesy call and was notified by the crew from the job that these spots were not something that could come back up from the carpet, but were fresh spots. They then re-cleaned the spots and closed the job. [redacted] then called our quality control supervisor telling him that he wants a full refund because we did not clean the carpets properly and caused spots, he said he hired Zerorez carpet cleaners and they made the spots "better". [redacted] was told that Stanley Steemer provides a 10 day customer service guarantee on our services (It also states it on the receipt), regardless if it was beyond the 10 day limit we would have been happy to fix any issues anyways. We need sufficient opportunity to take care of a problem before a customer just hires another company and tells us to refund them.  He hired another company prior to speaking to any management at Stanley Steemer and giving management time to come to his house to look at the areas of concern. Based on all these conditions we could not offer him a refund for the service we provided. Management was not given an opportunity to even view the job because he had hired another company already and proceeded to tell us to refund him in full.

We have used Stanley Steemer out of Chandler in the past with no problems. We recently had them out to clean our upstairs and downstairs. After 15 minutes they said they were done. I went downstairs to check everything and they didn't even move the couches to clean behind them. When they were moving the couches I went back upstairs to find areas of dry patches. I told them to re-do everything. The next day when we went to remove the blocks from the under the couches we noticed their was food and toys. They never cleaned behind but just put the furniture up on blocks. The worse service we have ever had. Please don't ever use Felipe H[redacted] or Anthony V[redacted]. We will never use Stanley Steemer again

I have reviewed the 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.
You claim that, “you would have been happy have to fix any issues anyway.” You were notified by your second cleaning crew that these spots, “were not something that could come back up from the carpet, but were fresh spots.” Fresh spots caused by the initial cleaning. You never notified the customer that these spots, “were not something that could come back up from the carpet.”

How can you claim to “fix the issue” if this issue cannot be fixed? Doesn’t the customer have the right to know that his issue cannot be fixed? You’re 10 day customer service guarantee is not irrelevant because you cannot fix the issue.

A customer is going to act in the best interest of the customer. There is no point in bringing back a crew to fix an issue which according to your own crew, “cannot be fixed.” Therefore, the customer has every right to choose another company to clean his property. You need to provide at full refund to myself at your earliest convenience.

Regards,

Since my wife and I are getting on in years, we thought we'd treat ourselves to Stanley Steemer to clean our bedroom carpets. When they arrived they did a good job, but since our cat was not feeling well, and living under our bed, we agreed they should not move the bed this trip. We purchased an agreement which brings them back, at no additional charge, for 3 additional visits ($600+).
After 6 months we had them back. Our cat had passed, and we asked to have the area under our bed done. The technician said they don't move big furniture! The initial visit took 3+ hours, while the 6 month re-visit took 30 minutes.
I immediately called the company, reported my displeasure, and have waited all day(7 hours before writing this) for a return call or email; nothing. I would only suggest to the next customers, don't sign up for additional "free" work; like most everything, you get what you pay for!