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. This response does not take into account the poor customer service we received, how my carpets were left soaking wet (as if the water was not sucked out), and that we should not have to pay for such poor service. This company prides themselves in their ability to clean their customer's carpets better than other carpet cleaning companies. To leave my carpets the way they were AND know that thee carpets were left the way they were and how poorly we were treated by the two men that cleaned the carpets justifies being reimbursed for a job done poorly. By the time I was able to get in touch with someone (since no one would return my call Friday), we had to move all of our stuff into our home and place on blocks. We could not wait as this was a new home we were moving into. The point of the cleaning was to start off our new home with freshly cleaned carpets. Not carpets that were not properly cleaned. We also do not feel that we should have to pay for a company to come out and test our carpets. This should be the responsibility of the company as a way to stand behind their product and performance as a company. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10699975, and find that this resolution is satisfactory to me, provided I receive this payment no later than Monday, July 20th Regards, J [redacted]

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

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and the next steps acceptable.Please note the business response did not allow me to see the full details in your portal thus I do not know what the contact details are to respond to with the information requested.I do not consider the matter closed at this time.Thanks

I talked to the managers involved *** and *** (not ***) they stated We had two employees at the home,one employee was moving the sofa , then customers boyfriend got up and picked up one side of the sofaThat is where sofa was ripped at by the boyfriend picking up from the cushion,
not from underneath bottom of sofa like our employees doAfter talking to employees that cleaned at the home, Our manager *** went out and looked at it and at that time customer only had a complaint about the sofa, there was no complaint about carpet or walls to him while at homeOnce we let her know that it wasn't our fault she later called in complaining to *** about the sofa again, at that time she started saying we also scratched walls we knew nothing about carpet being dirty, or we would have offered to come back out and re clean it, our company offers this with in days of time of cleaning She informed us she would see us in court

To Whom It May Concern:
Please be advised we are in receipt of the above-referenced consumer complaintThis has reached the Corporate Offices of Stanley Steemer International, IncWe, at Stanley Steemer International, Inc., want you to know that we appreciate the opportunity to
correct this unsatisfactory situation and we thank you for contacting us on this matterUnfortunately, problems occasionally occur and we hope that the handling of this problem assures you and the customer of our good intentions and our desire to provide our customers with quality service.We have looked into this matter and it is our understanding that after investigating this matter it was determined that the most reasonable course of action would be to file a claim with our insurance carrierHaving done this, we left it to them to make a final determination as to the source of the problemIt is our understanding they have communicated their findings to the customerAny and all questions or concerns regarding this claim need to be directed to the adjuster assigned to the claimWe have reached out to the adjuster assigned to the claim and requested that he make contact with the customer to further discuss her claim and to answer any questions they may have regarding said claimOnce again, thank you for bringing this to our attention and please feel free to contact us again should you have any further questions about this consumer complaintBest Regards,
*** ***
AL/GL Claims Mgr

Mr*** complaint was addressed by our National Customer Service Manager I believe that MrRomero is completely happy with the resolution Please let me know if anything further is needed
Matt Stanley

Initial Business Response /* (1000, 14, 2015/07/09) */
The homeowner has been visited by service technicians, the site super and the appliance company multiple times regarding this fridgeAll parties who have been to her home have determined that the fridge is not defective, and it is not a
warrantable item
The sales manager personally went out and inspected the fridge as well and determined that the fridge appeared normalUp to this point she had not even plugged it in and used itThe sales manager offered the customer two options: the homeowner would pay a restocking/delivery fee (due to no defects with the fridge) and we would exchange the fridge or we would exchange the fridge with a similar one from one of our other multi-family projects
On May 21, the homeowner did not want to spend any additional money and declined the first option, she agreed to the second option with the knowledge that she would be receiving an cubic foot fridge versus the cubic foot fridge she currently had; both fridges were inch width
On the morning of May 25, the homeowner phone the sales manager and said she was not happy with this solutionWe have not heard from this customer since that date regarding this item and consider this to be closed
Initial Consumer Rebuttal /* (3000, 16, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would like to respond to the homeowner correspondenceOur concern is when we were shown the property the fridge that was shown and promised was not deliveredAll the units in the same area were provided stainless steel fridge in appropriate size that fitted in its spaceThe Fridge that was installed in my unit as black in colour and had dents and scratches on front and sides
I don't think I should have to pay the restocking / delivery charge for the damaged fridge that was delivered the in first place
I expect the developer to deliver the fridge that was shown in showhome and have it replaced in my Unit
Final Consumer Response /* (3000, 24, 2015/08/17) */
Hi ***,
After talking to my cousin, he suggested to go ahead and pay some $300+ to get the Fridge replaced with the bigger size in Stainless steel as Rohit Group had offered
Can you please confirm the model and size it is going to be replaced with
I have cc'd my cousin on this emailPlease respond to both of us
Thank you
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:As originally requested, I would still like to receive the itemsI contacted both *** and Barneys numerous times in order to receive the packageI was told by multiple CSRs (both from Barneys and ***) that I would be receiving the packageHad I known that the package needed to be returned to shipper, I never would have put in effort to receive the package, or I would have reordered the items when they were on sale and available on the websiteLast week, I contacted *** and was informed that they rerouted the package to the sender after a failure to deliver the package to the correct addressI contacted Barneys and had asked if they could ship the items again, since the items are no longer available on the website and I cannot reorderThe CSR informed me that they would reship the items when they received the package.In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
When the Stanly Steamer crew came we did a walk through the areas to be cleaned as well as telling them that I want the dresser moved in master bedroom which they did not doAs far as the bathroom they were to look at the grout to see if it could be cleaned and thats how it was stated on the work ticketWhen I went with the tech to look he bent down and said he could get it clean at that point I asked for an estimate to do it since I only had the cash to do the rugsAfter the quote he said he could put the difference on a card so I gave him the ok at that point he started doing the rugs and his helper came in with a container and spray and went to the bathroomAs Joe was doing the rugs he told his helper to give me a quote for duct cleaning and that his office want them to do that on every job so as I was busy with his helper explaining the quote to me in my kitchen Joe finished the rugs and started the bathroomWhen he was done we did a walk through and I pointed out a couple of stains in the rugs and he said he could not get them out and when we went to the bathroom I pointed out the stains on the vanity he said they were there but were not there before he started nor was it pointed out at the begining plus he said the grout would get lighter when it dried and it did notWas only in that room in the begining on walk through and at final walk through he then did the bill and my mistake was I paid it when I never should have
Regards,
*** ***

I would not recommend Stanley Steemer to customers who are looking for honesty and reliability from the management of this Stanley Steemer location They are very forthcoming with their lies about why the service has been delayed after a time has been scheduled about weeks in advance of the appointment This has not happened only once but twice and my wait time has been anywhere from hours to an entire dayRegarding my last experience, I never received the confirmation call the night before the job was to be done so I called first thing in the morning and at that time they changed the time from 10-12AM to 11-2:PM This was not going to easily fit my schedule and I let them know that The girl told me that they were on their first call and that there was one more ahead of me that was a small, one-room job that would only take 1/hour and I would be next That was approximately 8:AM and nobody arrived until 2:30PM The person who did arrive had done jobs for me before and apologized for the delay and said that he was off that day but had been called in to cover my jobWhen the Manager, ***, was contacted to discuss my last experience and to let him know how disappointed I was in their service, his response was, and I quote, "I understand and you have a good day" and he disconnected the call This lack of courtesy was extended to me after having used them several times on rental property and for my home and recommending them to many other rental property owners Never again will they be contacted by me nor will they ever receive anything but a very negative recommendation *** should definitely not be a person who deals with the public or with customers Either send him to class for customer relations or find someone who can deal with problems in a professional manner

Doesn't appear to be a customer of ours, but rather potentially has received emails from our customersWe have a set process for dealing with abuse issues documented at https://www.streamsend.com/antispam/The simplest way to proceed is for the individual to forward the email, including any
headers abuse heads to ***.com, and our abuse desk will investigateThanks

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. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I disagree with Stanley Steemer's response and have already had the damage to the dresser repaired. The furniture repairman agreed with me that the damage is consistent with the glass top tipping and sliding over the edge of the dresser (photo attached)With respect to Stanley Steemers assertion that the glass had rubber pads under it, that is just not true. The glass had "plastic desk buttons" that are there only so that there is breathing space between the glass and the wood top to preserve the finish(See ***). These "buttons" are not for protection from the glass sliding
Regards,
*** ***

Revdex.com:
While I do not this resolution is satisfactory, as I never received the items, I was able to file a chargeback with my credit card companySince I received the money, and do not wish to deal with this company again, which also failed to issue me a refund and it was necessary to go through my credit card company, I want to close the complaint
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
They did not do what they were supposed to do plus they left chemical spray on vanity and mirror which as I pointed out in previous comments was not there when they evaluated the tile floor in the bathroom and was pointed out to Joe when he was done plus they damaged year bedroom set because they were to lazy to move the drawer dresser like they were asked to doSeemed like they were more concerned on giving an estimate to clean my ducts when that was not part of my appointmentI was told there office wants them to do that on every jobNothing like trying to push an issue to make money at the customers expense sounds like they are trying to get over on their customers who dont know betterIf I wanted my ducts cleaned I would have made an appointment for that
Regards,
*** ***

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. For your reference, details of the offer I reviewed appear below*** 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,*** ***

Initial Complaint with CSA at 4:22pmCustomer wants a full refund because the crew did not movecouch or clean under dining room tableThere is dirt near the a cabinetHestated the job was rushed and he was never told we would use his water source.Offered redo,
customer declined** *** says he will never used Steemer againand will not reccommend the service. Call the Demar H*** from *** *** at 4:30Customer called office after talking to csaHe started off very argumentative and cursingHe asked for arefund and I told him he had a day workmanship guarantee(service call)Hethen laughed and said that’s for peoplewho have timeI offered to send the crew back after they left the job theywere currently inHe said that it was not convenient and could I give him somekind of refund, I said no I havent even talked to the crewHe then stated hewould dispute his charges and or report it to the Revdex.comIstill told him no refund4:pm called Christian one of the members of thecrew, he stated the customer moved alot out and they moved the furniturechipped and blocked itCst then told them the carpet looked great after acomplete walk through of the home and tipped them $No refund 02/4/6:am TechnicianJohn M*** second crew member stated that all thefurniture was moved to the middle of the rooms when they got there and they hadto move all the furniture back that *** *** moved initially. *** *** never stated to me about problems with stains onlyfurniture issuesNot granting a refund.here

October 26, To Whom It May Concern:I am writing in regards to complaint ID ***Even though the pictures we submitted clearly show that there were no stains left after our cleaning we have already explained our policy that we do not guarantee all spots or stainsThere also were not any strange stripes in the carpet as the customer stated; it is the nap of the carpet going in different directionsThis is called shading and is an apparent color difference between areas of the same carpet caused by wear and resulting in random difference in pile lay directionThe sides of the carpet reflect more light and appear brighter and lighter in color than the ends which absorb more light and appear to be duller and darker in color.The customer is also now stating that the dark marks or stains are caused by the furniture; however these are indentations not stainsThe hot water extraction method of cleaning in which Stanley Steemer uses cannot always remove carpet indentations caused by furniture that has been sitting on the carpet over any period of time.It can clearly be seen that all pictures previously submitted do not show any stains but they do show the nap reversal and the indentations from the furniture.SincerelyTimothy T*** President