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Stanley Steemer

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Stanley Steemer Reviews (133)

At this point, and what I stated to your mother the day I went to see the flooring, I would be willing to hire a carpet inspector and find out what the color loss spots are. We cannot repair or replace flooring without proof of knowing from what or whom the spots came from. If the spots are indeed from us, we would pay for the inspection and we would do what was needed to correct the issue. If the spots are not caused by us, there is nothing I can do.

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]

Revdex.com:At this time, I have not been contacted by Stanley Steemer regarding complaint ID [redacted].Sincerely,
[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 2 of my friends from using them recently. Bad business decision on their part for $40.

Kay,We sent out the check. We had the wrong address for the customer. Thanks,Jack

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I appreciate the business's response and hope they want to correct this unsatisfactory response. It is with the insurance company, but they worked back with Stanley Steamer who authorized a $2000 payout. Both the insurance adjuster, representative, and quality assurance representative have acknowledged damage, but want to agree to a $2000 payout. There is a legal obligation for Stanley Steamer to return my floor to the original condition prior to their damaging it. It is absolutely not true that the insurance company is handling this in complete isolation of the company, as every communication I have had with the insurance company goes back to the business. 
It is unfair, immoral, and illegal in the State of Indiana to damage property, and not return it to its original condition. I have documentation of costs and and independent adjuster noting the damage. I will accept a response that is agreeing to returning my floor back to the condition it was prior to your negligence in accordance with the estimates I have received. 
Regards,
[redacted]

The service that was provided at the beginning of January, 01/02/2017, at that time was described to me by my crew upon arrival at the shop before I heard from Ms. [redacted], was that the job overall went well but had some issues with pricing in the home because a hall was listed when in reality it was...

an entire room, so the price went up and spot removal in the child's room didn't go as well as hoped. Ms. [redacted] asked the crew to retry cleaning the areas of concern. They did as requested. Unfortunately, they were not able to remove all discoloration. When we received the call of unsatisfactory workmanship, I was willing to send another crew out to re clean and deodorize the areas of concern. (We have a 10 policy concerning workmanship where we will send out another crew if needed to re clean areas that may not be up to standards.) At this time, Ms. [redacted] asked if there would be a refund sent out due to the fact that the "smell and stain" were still present. I informed the customer that not all spots, spills, accidents can and will be removed from carpets as some types of accident can permanently stain/damage flooring. And, unfortunately, from time to time there is nothing we can do about it. The customer also wanted a refund because of the inconvenience to either have the crew come back or because not all stains were lifted from the floor. I explained that we cannot refund money for things that are out of our control, but I would be happy to come out and do what  could for her. At this point her demeanor and attitude became very annoyed and angry as I was not willing to refund money back at this point. I tried to schedule an appointment at our next available time to get out, which ended up not happening because we had to close the day due to below freezing temperatures and the vans were unable to operate in those conditions. This infuriated Ms. [redacted] and she told me that I needed to change my schedule around to accommodate her. I again tried to schedule the next available appointment we had, but that wasn't good enough and she started to yell. When I spoke with Mr. [redacted], it seemed like we had came to an agreement as to when I would be able to come out and I was able to explain to him a little better as to why the spots and smell may remain in his floor. I did call him when we were en route to the home to see what we could do to clean the floor and hopefully remove or lighten up the spots as they requested. I received a text back saying that my services were not needed because they got it resolved on their own.From the beginning this has been an issue of wanting money back and complete unrealistic expectations.

I have read Mrs. [redacted] statement and will add a couple of comments.  We did go to her house on 9/27/17 and she was scheduled for 2 rooms (master bedroom & den) and a walk-in-closet, and to deodorize the den. When the crew arrived and did a walk thru with the customer, the crew...

advised  Mrs. [redacted] that she would have to sign a cleaning release because of the numerous urine stains and urine smell prior to us doing anything. We could not guarantee the removal of the stains or the smell. The crew did exactly what is to be done if they don't think the job would be to the customers expectations. Cleaning releases are only used in extreme situations where we feel the outcome does not meet Stanley Steemer standards. Mrs. [redacted] signed the release and told the crew to proceed. We have that cleaning release and have attached to this complaint. Stanley Steemer uses non-toxic and biodegradable products while cleaning and is endorsed by the Asthma and Allergy foundation.  I'm not sure about the chemical smell she is referring to.She spoke with Karyn (office Mgr.) in our local office and stated she wanted a full refund. Karyn stated that we first come out to the house "free of charge" and see if cleaning again or re-applying the deodorizer would fix her problem. Mrs. [redacted] stated she did not want us to do either of those. Karyn stated she would not refund any monies without us coming to see and try to fix. Mrs. [redacted] stated she was making a complaint with the Revdex.com.Karyn called Mrs [redacted] later on that same day to offer her a refund on the deodorizer that was ok'd by our general Mgr. and a check was issued to her.  We feel that we have done everything in our power to rectify this situation. Any other questions or concerns can be directed to Darin J[redacted], Branch Mgr. [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.

Complaint: [redacted]
I am rejecting this response because:
Their response was inaccurate, the lack of response was on Stanley Steemer's side. After filing this complaint, it finally spurred them to action. The issues have been resolved now, although it was never addressed as to why they did not do what they were supposed to do on the initial visit. Their attitude was one of "whoops, we got caught not doing our job, we better do what we are supposed to do now that we got caught". No appology for the great inconvience, no remorse for tyring to get away with an incomplete job. A partial refund was given, but I am still an unhappy costumer that will not use or recommend their services.Thank you Revdex.com for stepping in to get Stanley Steemer to finally respond to me, this issue can be closed. 
Regards,
[redacted]

Revdex.com:At this time, I have not been contacted by Barneys New York 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 [redacted]'s explanation is clear and makes sense however it does not change the fact that I was advised differently at the time of service. If 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 company. This issue has now cost me $1200 due to having to pay both Stanley Steemer and my management company. Since 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 report. Thank you. Regards,
[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.I dusted that dresser 2 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]

Refund check was sent out and a message was left for customer on 7/14/16.

We have a $50.00 off promotion and are happy to honor it on any order to which it applies.  It does state that minimum charges do apply.  We did make a mistake in the scheduling of this particular order.  We reached out to the customer within 24 hours of her first contact with our...

call center, and in plenty of time before her scheduled appointment.  We are willing to honor the promotion as advertised which would be the $50.00 off air duct cleaning, normally $300.00 and dropping to $250.00 with the special.  We are also willing to speak with the customer if she would like to reach out. Darin J[redacted]ManagerStanley Steemer | [redacted] | [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.Please see attached letter and photos.
Regards,
[redacted]

To Whom It May Concern:In reference to the complaint assigned ID [redacted] it was not, and never is, Stanley Steemer’s intention to deceive customers. There may have been a misunderstanding with the pricing; we sincerely apologize for any dissatisfaction with the crew and/or services Stanley Steemer...

provided. We will continue to work with our Crew Members and Customer Service Advisors to ensure they are communicating accurate pricing and totals to customers. We will also continue to provide excellent customer service by addressing customer complaints in a timely fashion. The disputed amount of $40.00 plus tax, totaling $42.40, has been refunded to the customer.Thank you,[redacted] Stanley Steemer Branch Manager

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 lying. Their representative stated quite different statements while he was here, while examining all of the issues, which he acknowledged were there at the time. Why 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 directions. I will be very happy to show anyone who wishes to come see. As 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 removed. This is nothing new I am bringing up. However the second carpet cleaning company removed them quite easily. I have pointed this out to further show that Stanley Steamer did not do a good job compared to another carpet cleaning company. The person from the second carpet cleaning company clearly saw the stains and he knows he removed them. This 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 removed. Once again, this is easily proven. The 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 extent. They truly need to think about who they are hiring and their policies. If they are only relying on their employee's statements, they should carefully consider whether their employee is lying. This could have been a small problem if handled differently. However the large extent of Stanley Steamer's lies and dishonesty really puts them in a negative place. Many 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]

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]

I called Stanley Steamer directly to get a quote for two rooms of carpet cleaning and three rooms plus a hallway of wood floor to be cleaned. The individual on the phone stated that the room size is 300 square feet and since my living room is larger it would count as two areas, I understood and agreed to the price. After arriving the technician informed me that he will charge me $150.00 more than estimated because the rooms with wood floors were larger than 150 square feet. I stated that I will only pay what was estimated so if its more don't clean the wood, I then called the office once again while they were here and the individual on the phone stated that for wood floors the maximum room size was 200 square feet (which all three rooms are within). When I informed the technician of this he simply shrugged and walked away. When I called the office for the final time he said 'I guess its 150 square feet now'. This smells to much like a bait and switch to me, I can certainly afford the price but it is unacceptable to switch things up at the last minute and be unclear as a company how you charge your customers. The technician even began to complain about 'those guys quoting' when I stopped him and explained that in my eyes you are all Stanley Steamer and any dissention within the company is neither my problem nor concern. I will not be using this company again and will pass this story to my friends inside and outside the military community.

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Description: CARPET & RUG CLEANERS, DUCT CLEANING, FURNITURE CLEANING, AIR DUCT CLEANING, WATER DAMAGE RESTORATION, TILE & GROUT CLEANING, UPHOLSTERY AND RUG CLEANING, UPHOLSTERY & CARPET CLEANING, CARPET & UPHOLSTERY CLEANING

Address: 7860 Airport Hwy, Pennsauken, New Jersey, United States, 08109-4304

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