Stanley Steemer of Rochester, Inc.

On December 6, at 10:am till 11:am Joey, Dave and Armando use oil dry to absorb any oil that had dripped from the trucks cleaning unit that was found to be over filled
that morning. Approximately to ounces however once it comes in contact with water it can look a lot worse. After using the oil dry we used a greaser and scrubbed and pressure washed and extracted the areas affected areas times the oil was completely removed and at that time we considered the complaint resolvedThe customer even said he watched us on his camera cleaning the driveway and agreed that it looked good Some side notes the driveway is older and in need of being sealed asphalt is a petroleum based material and needs to be sealed yearly and I am sure he is just wanting us to pay for it because he see's an opportunity. I did not receive a call from this customer he may have called our call center and filed another complaint but we have been busy dealing with peoples flooded basements from the power outages and flooding for weeks now and have not tended to non emergency concerns yetSo I am kind of glad the customer has chosen the Revdex.com to resolve his complaint because over the phone the customer will not let you get a word in!

This whole complaint is untrue, the customer walked hand in hand with the first crew while they cleaned and they didn't damage a thing if they had she had every opportunity to say something at that timeWe have examined all pictures of which a few were videosI will not go and break down every
aspect of this complaint, the customer is singling out one employee of the that were at her houseKenny the tech that she is complaining about is loved by our customers and is one of the most respectable persons you would meet. It so happens that he is Black Every point in the complaint is about "HE" KennyThe first crew spent over an hour at the job and at no point when they finished did she say she was unhappyShortly after the crew left she called and said we did a terrible job and send another crew out we did and they spent an additional plus hours making sure the customer was happyA job that size takes minutes to do.There is nothing more we can do for this customer, all of the damages she is claiming look like wear and tear to ones house and nothing we could have even caused to begin with

Thank you for your letter concerning my complaint with Stanley Steamer of Rochester, Inc. (Feb21, 2018) I have enclosed copies of the information I have sent to Stanley Steamer. As yet I have received no communication from the company

Customer initially set up for us to re-clean the furniture on 06/09/17. When I called first thing in the morning to send a crew out, the customer stated that her child was sick the night before and asked if we could come out later in the day. We tried calling the customer two additional
times that day to go out to the home and re-clean. I went out to the home at around 3:that afternoon to look at the furniture and attempt to clean it again. No one answered the door and no one would answer our phone calls. We are still willing to re-clean the furniture. There is no way to know if the spots that were on the furniture are permanent stains unless we are given the opportunity to re-clean the furniture. We cannot guarantee the removal of permanent stains, however, we will make every attempt to get it looking as good as we possibly can. No refund will be authorized for the cleaning since we cannot guarantee the removal of permanent stains

We did speak with the customer's daughter in law and offered to reclean underneath any furniture that was not moved as long as it was furniture that we normally moveHer response to our offer was less than pleasant. After speaking to her we sent a letter to the homeowner because she stated
that we were not allowed to talk to the homeownerWe do not move cabinets and cupboards which is what the customer apparently wanted us to move. We listened to the recording of the order being booked and the customer service representative clearly explained the things that we do move. We move basic furniture such as sofas, chairs, end tables and night stands. We do not charge for moving furniture and we did not charge the customer $to move furniture. We have a $dollar minimum in that area due to the fact that it is hours and minutes round trip to perform cleaning in that area. The customer had $worth of cleaning performed and was charged an additional fee of $to meet the minimum. The letter was sent to the customer on March 28, 2016. A copy of that letter has been attached

The cleaning that took place on 11-25-was completed as scheduled. We use tablets and wi fi to do invoicing and collect payment at the job location. Darrick was the technician in charge and he was unable to get a signal so he recorded everything in the tablet and the job was uploaded once he was able to get to an area that had service. The job was uploaded for clean and protect not deodorizer. He had to hand write an invoice and when he did that he inadvertently put the $in the wrong column on the invoice. Stanley Steemer will refund $because the technicians error

Stanley Steemer has reviewed all of the pictures and even went over them with the 4 technicians that were at the house all 4 technicians also agree that the damages you are accusing Kenny of are not from our cleaning.We clean over 5000 homes a year and have not had any damages like you are accusing Kenny of our equipment is not designed to cause the damages you are claiming.  Kenny thinks you are singling him out and claims that you were instigating conflict and wouldn't let him do his job.  In regards to the black issue thats exactly how Kenny feels.You had your carpet cleaned 2 times in one day the crews did a great job and did not cause any damages while cleaning remember you were with them every step of the way.

I will follow the Revdex.com guidelines Acknowledge customers concerns: Concerns about the money or the driveway, the driveway was cleaned no money was refunded. State the facts as you see them and avoid emotion: Twisting facts being way wrong, a small amount of oil did leak from the engine the dip stick wasn’t pushed back in all of the way and it looks like the crew may have also over filled the oil the morning they checked it.  Yes a few ounces as noted when oil and water mix it looks worse that it is.  We came back immediately that day and when we did determined that we should come back the next morning with proper equipment.  It wasn’t because the customer threatened to call the DEC it was so we could use oil absorb and degreaser. The customer also threatened to call the Police as well so whether the DEC or the Police would have been involved we did what we would always do. I was also told by the customer that the driveway was recently sealed however it showed no signed and was in need of sealing. I have had oil leak on my driveway and it was removed the same way. I have been doing this for 37 years now and have had 6 oil leaks and every one of them were cleaned successfully. In regards to an instant refund well that’s not how I work; I would never give someone a refund and walk away from the problem at hand hence why we cleaned it and scrubbed it as the video shows.   What would a refund have done the oil would still be there. The oil leak was cleaned properly and no money will be refunded

In our system it showed the complaint closed not sure why if no reply was ever made we do apologize for that and our records and invoice show the carpet was cleaned and protected. Protector was applied according to the technicians, nothing will protect a carpet from a bottle of hand soap being...

spilled on the carpet and soaking into the carpet and padding, the only way that is removed is by flushing the carpet out and even replacing the padding. If you have an invoice that shows deodorizer was applied to your carpet I would like to see it and then discuss our options.

Sorry for the delay after talking with the crew that was at the job and [redacted]. I do not want to dissect the complaint or what our crew did ether right or wrong. Our policy is to correct any cleaning issues and we would like to make things right by cleaning everything with [redacted] present at...

her earliest convenience. Sincerly,David M[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.  For your reference, details of the offer I reviewed appear below.this business is way wrong, twisting facts. I did watch then in the cameras and they do work their butts off trying to clean the oil. But as far as determining how much oil has been spilled is impossible. The only reason he came back was because I told him I was going to call the DEC.  There is still a stain on my driveway from his service that I paid for. It doesn't matter how long it's been since I've sealed my driver way. I would bet that if I spilled oil on his driveway and left a mess he would complain. If his response doesn't show what kind of business he runs by putting his costomers down, saying I want my driveway seal for free- I told him that day refund my money and we will both go our separate ways. He refused. Now 5 months later still waiting for a repair or refund. Seems he needs the money more then we do. I know if I damaged someone's property I would repair it- no questions asked-asap. Nice try Stanley steemer to twist the truth.  I am also glad to get the Revdex.com involved. 
Regards,
[redacted]

Revdex.com:I only accepted this from the business only because it stated he will follow the Revdex.com guidelines.To a few of your points:I told Dave (owner) that I was going to call the police and do a property damage report because after our not so pleasant phone conversations I wasn't totally confident he was going to show up the next day, also I was going to call the DEC for the same reasons of fear he wasn't coming back and report the spill. He did show the next day and did clean the oil which left a massive stain.  He also told my wife that if we weren't satisfied after it dried he would come back in the summer time and seal it.- this is what has started this whole process, I've called numerous times and got the call center and never have received a phone call back from Stanley Steemer Rochester, ever- not sure if it was intentional or there is some sort of breakdown in there call center communicationYou also said that it doesn't look like my driveway was sealed recently- I disagree with you, period. You also said that you've been in business for 37 years, that is impressive, I know how challenging it is to be and owner operator, 37 years you must be doing something right- truthfully.  And you are 100 % correct to say state the facts and stay away from emotion- my apologies.As far as refunding my money- you would have gotten a repeat customer and a customer that would have told other people the positive outcome you created after a unintentional mistake was made.  All of the time we are both spending on this is over a $60 driveway seal, I understand that you think I am only fighting this to get a freebee,  but I got to believe that if you felt you were wronged by a business you would be fighting just as much as I am.  I get your perceptive, I do, I hope you get mine too. 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]

The complaint at hand will be looked into by our office as soon as possible

Stanley Steemer of Rochester has never cleaned at 170 Garford Road, Rochester, New York 14622 and has never had a complaint from a Jackie G. Nor does Stanley Steemer of Rochester have anything to do with [redacted]. Green Island New York.

No reply can be made till next week the owner is out of town

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11143674, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The fact that they pointed out Kenny was black has no point. My brother is black, He lives with us, I am Cherokee, and my husband is Italian, so what! The one video shows me asking Kenny to wait, he had his hoses stuck behind a door and was pulling them which then caused the damage to the door.  As for regular wear on the home...I just finished remodeling the basement putting in drywall, painting, and installing new doors.  The doors have not even been stained and polyurethane yet. I was getting the carpets cleaned after all the construction we did to our home so far, to get rid of the previous owners cat odors, and smoking they did in the home that we purchased in January of 2015. we are still under construction in other parts of our home, but what is completed has only been in use by us less than one year. New flooring only two months old, drywall, painting, and tile work have been going on in the home since we acquired it one year ago and construction makes for dirty carpets. The chip on the corner of the entry corner of wall from the hoses be raked across them, was their guy. We have no wall marring in our dining room, kitchen, or bedrooms as they were not near those rooms. Again, they refuse to come see the damages and the rest of my pristine home for themselves. I again invite them to see for themselves the abuse the gentleman, Kenny, did to the home.  The other worker was either outside or placing blocks under furniture with me...That is the only reason why he did not create any damage, only mud puddles on my newly installed kitchen floor and mud spattered up the wall, which, Kenny after arguing with me that the other guy made the mess, finally cleaned it up. I told him they were a team and the other man was outside hooking up hoses so why can't he help his co-worker out and clean it up since he was waiting for the water any way.
Regards,
[redacted]

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 so long as they can clean as they stated at my convenience. I can not miss time at work so I would need a Saturday appointment. 
Regards,
[redacted]

On December 6, 2016 at 10:45 am till 11:30 am Joey, Dave and Armando use oil dry to absorb any oil that had dripped from the trucks cleaning unit that was found to be over filled that morning.   Approximately 2 to 4 ounces however once it comes in contact with water it can look a lot worse. After using the oil dry we used a greaser and scrubbed and pressure washed and extracted the areas affected areas 3 times the oil was completely removed and at that time we considered the complaint resolved. The customer even said he watched us on his camera cleaning the driveway and agreed that it looked good.  Some side notes the driveway is older and in need of being sealed asphalt is a petroleum based material and needs to be sealed yearly and I am sure he is just wanting us to pay for it because he see's an opportunity.  I did not receive a call from this customer he may have called our call center and filed another complaint but we have been busy dealing with peoples flooded basements from the power outages and flooding for 6 weeks now and have not tended to non emergency concerns yet. So I am kind of glad the customer has chosen the Revdex.com to resolve his complaint because over the phone the customer will not let you get a word in!