Stanley Steemer

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 [redacted] has exaggerated the claims We had a concern with the professionalism of the staff and lingering odor that was left We addressed our concerns with the staff at the initial time of cleaning who ensured us that they would be able to remove the odor We asked about treating it with one of their products to be safe and they assured us we would not have an residual odor After multiple attempts to reach resolution in regards to removing the odor, the business failed to make special accomodations to resolve our concerns We requested service on a Saturday or Sunday and were very firmly told they would not make special arrangements We requested to have service on the following Monday and were told they were full for the day This is not fully satisfying a customer needs or requests especially when children are involved We did in fact have a competitor come out on the day they wanted to reschedule and fully remove the odor from our carpets In my investigations, I have seen multiple occurrences listed with Revdex.com in regards to Stanley Steemers with unhappy customers and a full refund has been offered to make resolution I feel that with the troubles and lack of customer service / professionalism from the local branch, that my request is fully justified The local manager even went as far to tell my with that he was demeaning her but he did not care I am appalled that a manager who represents a company would ever say anything of the sort To finalize, I am asking for full compensation back from the local business It is sad that a competitor was wiling and able to come and exceed our expectations in regards to removing the odor on a day that was supposedly to cold for Stanley Steemer to come out[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Barneys New York no longer has the items in stock that [redacted] purchased, therefore [redacted] was refunded the full amount of his purchase order

Revdex.com:At this time, I have not been contacted by Stanley Steemer regarding complaint ID [redacted] .Sincerely, [redacted] ***

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.Me ***'s explanation is clear and makes sense however it does not change the fact that I was advised differently at the time of serviceIf I was presented this information and told they were not certified to clean mold if mold was present, I would not have proceeded with the cleaning due to the fact that I would have known I would not be compensated for the cost by my property management companyThis issue has now cost me $due to having to pay both Stanley Steemer and my management companySince this matter boils down to what I was or wasn't told, my only other option appears to present this to a news venue for a consumer reportThank youRegards, [redacted]

2-4-**- As stated by the Business We cleaned the customers home and the carpet really cleaned up very however, the carpet was in fact really soiled and didn't look new after the cleaningThe technician left the home and the customer called me and expressed dissatisfactionI expressed to the customer that we would be more than happy to come back out tomorrow and redo the carpet and she could see that we've done everything we couldThe customer stated that she wanted someone to come back out that night and redo it again because she had to be out tomorrowI expressed to her that my technicians were already done for the day but I would be happy to send someone back out anytime they wanted except for that day because it was too lateShe told me should would speak to the property manager and let them knowNobody ever called the company back asking us to come and redo the carpet after I expressed our willingness to come back out and address the issue Thanks***,

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 Once again, Stanley Steamer is lyingTheir representative stated quite different statements while he was here, while examining all of the issues, which he acknowledged were there at the timeWhy would he spend lots of time giving me lots of excuses and taking photos if nothing was there to see? The stripes are definitely NOT the nap of the carpet going in different directionsI will be very happy to show anyone who wishes to come seeAs I previously stated, the Stanley Steamer rep gave multiple excuses for why the carpet was like that so he obviously saw the stains.As for the stains (not indentations) where two of the pieces of furniture were sitting, Stanley Steamer rep said they could not be removedThis is nothing new I am bringing upHowever the second carpet cleaning company removed them quite easilyI have pointed this out to further show that Stanley Steamer did not do a good job compared to another carpet cleaning companyThe person from the second carpet cleaning company clearly saw the stains and he knows he removed themThis is easily proven.The area on the green carpet where Stanley Steamer did not do a good job on is also clearly proven from the second company getting dirt off just from rubbing it with a little cleaner on his rag, and then cleaning it himself with the result of the discoloration being almost entirely removedOnce again, this is easily provenThe second carpet cleaner company saw it, tested it, cleaned and removed it.My photos are proof, a second person who was here some of the time is proof, the second carpet cleaning company is proof, everyone who has been here and seen all of this is proof.It astounds me that a company would lie to this extentThey truly need to think about who they are hiring and their policiesIf they are only relying on their employee's statements, they should carefully consider whether their employee is lyingThis could have been a small problem if handled differentlyHowever the large extent of Stanley Steamer's lies and dishonesty really puts them in a negative placeMany people now will never use Stanley Steamer because of this matter and how badly it has been handled (especially the lies)I welcome anyone to come see the carpet and speak to the second company - Duraclean - who I highly recommend Regards, [redacted]

Dear [redacted] ,I am eager to assist in this matter and can be contacted directly at ###-###-#### Should you have a moment, please feel free to reach out and I will look into the matter for you We have a series of checks and balances in place in our distribution center that assist us in guaranteeing that goods are shipped as specified in the order We should be able to determine very quickly if anything was missing from your order.Please when you have a moment give me a call and I look forward to assisting you.Warmest Regards,Kevin T [redacted]

This franchise cleaned my carpet and tile floor well - no issues with that However, the young man who came was abusive to the older man who was helping him - extremely unprofessional The real issue came with billing I was asked to sign the invoice, but could not clearly see it When I received an e-mail copy a short time later, I could see that I was charged for an extra room When I called, the manager told me he would check with the team when they returned and call me back He called back several hours later, agreed that I had been overcharged, assured me that I would be credited for the proper amount and then, DID NOT issue the credit I will never use them again and have stopped of my friends from using them recently Bad business decision on their part for $

Kay,We sent out the checkWe had the wrong address for the customerThanks,Jack

[redacted] ***’s Order [redacted] was shipped from Barneys New York on July *, via *** [redacted] requested his package to be held at a [redacted] facility for pick-upUnfortunately, [redacted] sent [redacted] ***’s package to an incorrect location and despite our attempts to reroute the package, [redacted] has remained unresponsiveBarneys New York refunded [redacted] in full for the two items purchased, and [redacted] should see the credit in three to five business days

After reviewing the pictures on this complaint, I called Mr [redacted] for him to send more pictures from a distance I wanted to see what the walls around the registers looked like as well After viewing these pictures, it was clear what was happening When warm air meets cold air and visa versa, condensation can occur That is what happened in this situation The discoloration on the vent covers and walls surrounding is from the condensation trapping soil, soot, debris, etcfrom the air We viewed the ductwork with our snake eye viewer and there was no contamination of any sort inside except for dirt This is shown in one of the pictures supplied by Mr [redacted] There was nothing in particular that was different from a basic cleaning we do on a day to day basis Thank you, [redacted] ***

JOSH WAS THE REPRESENTATIVE WHO WENT OUT TO LOOK AT THE THE ITEM (DRESSER) IN QUESTION OF BEING DAMAGED I HAD AN IN DEPTH CONVERSATION WITH THE CREW, WHO WAS AT THE HOUSE FOR THE CLEANING I HAVE PICS OF THE DRESSER AND THE AREAS IN WHICH THE CUSTOMER IS STATING THAT WE HAD CAUSED DAMAGE TO THE DRESSER WHEN MOVING (I WILL NEED TO GET THEM FROM JOSH) THE CREW DID STATE THAT THE DRESSER HAD TIPPED FORWARD AND THE DRAWERS DID SLIDE OPEN THE JEWELRY DRAWER DID HAVE THE INSERT COME OUT AS THE DRESSER TIPPED FORWARD AND A FEW PIECES OF CLOTHING DID FALL OUT THE GLASS DID SLIDE A LITTLE BIT BUT DID NOT COME OFF THE DRESS THERE WERE RUBBER PADS BETWEEN THE GLASS AND THE DRESSER AND THE FRONT LIP OF THE DRESSER HAS CURVES TO IT THE AREAS IN WHICH CUSTOMER IS STATING WE CAUSE DAMAGE, COULD NOT HAVE HAPPENED DUE TO THE CONTOURS OF THE DRESSER EDGE AS WELL AS THE GLASS NEVER COMING OFF THE TOP THE DRESSER NEVER COMPLETELY FELL OVER AND BOTH TECHNICIANS WERE MOVING IT TOGETHER PICTURES WILL FOLLOW IN A FOLLOW UP EMAIL!SINCERELY, DAVID F*GENERAL MANAGER STANLEY STEEMER

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.I dusted that dresser days before Stanley Steemer was at my home and there was no damage at that time I found the damage immediately after Stanley Steemer left my home Also, I did not realize until days after I filed my claim with Revdex.com that, indeed, one of the drawers was damaged so that the drawer no longer closes completely I did not ask for Stanley Steemer to cover the cost of that repair because I did not find it until several days after I submitted my claim to Revdex.com As I stated in a previous message, I have already paid for the repairs and am moving on I will never again call the Pittsburgh Stanley Steemer franchise since they have not taken responsibility for damage that they caused FYI, the cost of the repair was insignificant compared to the total price I paid to have my carpets cleaned Also, I find it remarkable that Stanley Steemer's photos did not show the most significant damage, which is clearly shown on the photo I submitted to Revdex.com Regards, [redacted] ***

Revdex.com:At this time, I have not been contacted by Stanley Steemer regarding complaint ID [redacted] .Sincerely, [redacted]

3/4/-- Spoke with consumer todayShe wanted to know where do we go from hereShe said she received a notice from the insurance carrier for the business and they had denied her claim, but after talking to them, they agreed to review the claim againShe never heard from them againShe said they denied her claim without ever providing her with a claim form or asking her what it is she was demanding in the claim.She said the issue started in her finished basement when SS came out to clean the carpetsSS tried to blame the excess water on water coming in from the outside of the home.I noticed in her complaint that she did not indicate a desire resolution in her complaintShe said initially she didn't want anything but then she said she thinks Stanley Steemer should have to reimburse her for the carpet they destroyed.She said she had a carpet installer in her house on the day that SS did her carpets and that he had pointed out to her that they were using way too much water on the carpets.She said SS has been to her home twice...1st time to put down more deodorizer2nd time to perform a "pin" testShe said they told her that there was too much water remaining in the carpet and that they were going to do something about itThat was the last time she heard from them.She is going to send me a statement from the installer who witnessed the excessive water useShe is also going to try to get a statement from the realtor who sold her the home that there has not been and is not an issue with water coming in from the outsideWill wait for this information to take back to the business to find out if the insurance company is reviewing her claim and if so, why the consumer did not receive a claim form or was asked to provide a claim amount/action

I am rejecting this response because:Some of the statements in ***'s response are untrueI would like to set those straightFirst, I NEVER agreed to a sealant on my (already a stain master carpet to begin with) as compensation for ripping my linoleum! That was [redacted] 's ideaHe was clearly panicked! I insisted on calling the company and having them come out and fix it that day and that minute [redacted] said the company wouldn't do anything......he seems to have a valid point there [redacted] said I could buy glue and fix it myself and the $value of his sealant would more than compensate for the glueSecond, Joe keeps referring to my floor as being curled up as if it is an extreme caseIt is not what he thinks it is and I am sending pictures to show that The pictures are being emailed to ***The floor has been that way for years and no one has ripped it until [redacted] managed to do soAnd that was after I told him I would help him move the couch in order to avoid thatIf I was out to scam a new floor out of Stanley Steemer I would never have said to BOTH of the employees that day to wait for my help I would have just let them do it and then demanded a new floorThat makes no sense!Third, there was NEVER a flood! What is [redacted] talking about?!?! My linoleum is approximately 310-square feet and there is one section by the chimney that is about maybe 3'x3' that is spongyWe assumed that the chimney had perhaps leaked but we are not for sureIt most certainly is not the entire floor! And....again.....never a flood!!! Two years ago when we laid the carpet in the adjoining living room there was a spot clear on the other side of the room that was the size of a foot that had dry rotThe guy cut it out with a saw and fit a new piece inFive minute fixI never asked [redacted] to replace a bad piece of subfloor....just linoleum! That is quick and easy for us to doMy issue is with ***'s employee scooting my furniture across a floor and ripping it WHEN I TOLD HIM NOT TO!!!!!!!!!!Fourth, [redacted] Seemed to be insulting our year old autistic sonIf he did some research he would find that a lot of these kiddos chew on anything and everything they can fit in their mouthHe is especially drawn towards anything new or different from his routine worldHe never chewed on the floor until [redacted] ripped itThe rip is right by his high chairIf it's not out of sight, it is not out of mind for himHe sees itIt's new or differentHe explores it with his mouthPerhaps [redacted] should do some research on autism before passing judgement on disabled children! Fifth, [redacted] made no mention of the stolen prescriptionUhhhhh.......if I ran a business this would be at the top of my concerns!! I'm in dismay that he didn't even bring it up! I assume he didn't even mention it to [redacted] ! I will attach a copy of the police report as wellMaybe it will jog his memoryI would like this issue addressed please! As I said, I am emailing [redacted] pictures of my floor and the police reportThank you!Deanna [redacted]

Mr [redacted] is completely justified in his complaintWe dropped the ball on thisAs the person who handles this type of situation, I was unaware of Mr***'s issueWhich in itself is no excuseI can say that immediately after I read this complaint, I called Mr***, apologized and mailed him out his refund checkI appreciate Mr***'s understanding of what happened and hope to keep him as a customer.Matt RDirector of OperationsStanley Steemer of Summit County

We are sorry to hear that Mr [redacted] feels that he was over charged or that he thinks we have some type of "bait and switch" with our coupon I can assure Mr [redacted] and anyone else who uses Stanley Steemer that is not the case Cleaning air ducts is the process of removing dust, dirt, allergens and sometimes rodents and their feces Although that is the same goal all around the country, the differences are with all the different types of systems in peoples houses Most companies have a furnace cleaning as a part of the total price In this area of the country we have a lot of radiant heating which is heated without a furnace Also, with the dry climate we have, we don't have a lot mold issues or damp conditions that get the furnace compartment very dirty So we have prices separated for cleaning ducts, dryer vent, and the furnace so homeowners only pay for what they need cleaned Mr [redacted] booked vents to be cleaned which is plus tax He had a coupon for off the duct cleaning which brought the total down to plus he had a furnace cleaning for HIs total was plus tax for a total of $ The fine print on our coupon states that there may be additional charges for some type of HVAC systems The only additional charges we have are if someone is getting the furnace cleaned ($75.00) and that furnace is located on the roof or in a crawl space which requires additional time to get to the unit being cleaned Mr [redacted] WAS NOT charged extra but was charged just for the cleaning of the furnace Our coupon DOES NOT have furnace cleaning prices because every systems does not require a furnace to be cleaned Stanley Steemer has been in business since We have been in the Albuquerque area since and have always had a great reputation We have been cleaning air ducts since and all of our technicians have been certified by NADCA which is the governing body for air duct cleaning We use a Caddy Vac systems which is the most powerful truck mounted cleaning system in the industry , and we have never until now refunded any money to someone who felt that we have some type of bait and switch with our coupons We try as company to give the most accurate quote over the phone before getting to the house Then during the walk thru before doing any work make sure the customer is aware of all the charges For some reason this did not happen and Mr [redacted] feels he paid for something that he thought was extra but was not I will call Mr [redacted] and discuss this with him [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI will follow up within the next days to ensure that I actually receive the check, I have been told a check would be sent to me other times before thisThank you for your help regarding this matter

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