Stanley Steemer

I received a message in our system on Monday Aug 28th from a job that was completed Thursday Aug Aug 24th. As I was out of the office Friday through Sunday, the earliest I could respond was on that Monday. The carpets in question are in fact not brand new flooring as Ms. Holloway states. Estimate...

age of the carpet to be one to three years of age. The technician cleaned the areas needed with our normal cleaning practice. Constant vacuum pressure is used to regulate the amount of moisture left in the floor. We remove 95% of water that is used to clean with. Most commonly with color loss spots, they are hidden from sight due to residual spotting agents left in the floor that attract dirt and debris. During our cleaning process, the dirt, soil, allergens and the like are removed from the floor, along with soap from previous cleaning methods. These soaps or chemicals when left in a floor will, in fact, bleach carpet, removing the color from the floor. This is not from a product we use. I did offer to have a carpet inspector come out and take a sample to bring it to the lab, where it could be tested for it chemical structure and what was used to cause these color loss spots. We pride ourselves in being the best in the industry. We have the best equipment and highly trained technicians  to ensure the best customer satisfaction.

[redacted] was permitted to return the sunglasses on March **, 2017 at Barneys New York, Madison Avenue, as an exception to our stated return policy. He has received a full refund.

Initial Business Response /* (1000, 8, 2015/06/10) */
When homeowners purchase a home from us they are told that the seasonal deficiencies will take a year to be completed, when we run into problems and special circumstances sometimes this takes a little longer.
In 2014 we had attempted to get...

the rough grade done on this house, when the contractor started the work he realized that if the work was done according to the plot plan it would be drastically different than their neighbors and so we stopped. We needed to get an appointment with Strathcona County in order for them to provide us with direction on how to proceed, unfortunately this was towards the end of the season and it did not end up happening.
This year they emailed on March 17th and asked when they would get scheduled for this year. They were told that Strathcona County does not start doing inspections until May 1 and that we would make an appointment with them as soon as possible. Our contractor met with Strathcona County on April 30th and found out what was required to complete the work; the homeowners were informed of this along with the fact that landscaping season does not start until after May long weekend due to frost, material availability and the start of inspections.
The homeowners were never happy with any of the answers that they were provided and wanted specific dates for everything that we were unable to provide.
The homeowner's had expressed their concern about the neighbors putting up their fence, we checked with the contractor and he said that it would make things slightly more difficult but they were not Rohit homeowners and we did not want to hold them up. The message was passed along to the homeowners that the neighbors could proceed with putting up their fence. On Tuesday May 12th we received another angry email from them and so the contractor was contacted and he committed to doing the work at their house along with the neighbor beside them that was also a Rohit homeowner on Friday May 15th, they were informed that if anything changed they would be contacted.
The morning of Friday May 15th the contractor confirmed that he would be at the address around 9:30 am. He arrived to find that the homeowner had installed fence posts on Thursday night resulting in the contractor not having enough room to bring his equipment into the backyard. We tried to contact all 3 homeowners with no answer, our Construction Manager was consulted and we decided that we could not hold up the contractor waiting for the homeowners to contact us; he was told to leave and go to his other appointments with other clients. Approximately 30 minutes later the homeowners contacted us insisting that we come back and that we remove the fence post as they were told they could proceed with putting them in. They were told that the contractor had already gone on to his next appointment and would not be able to come back to their property until approximately May 27th as he was completely booked and out of town and that they would be responsible to remove the post. The homeowners thought that was unacceptable.
Due to this the grading department was told by management to pay for the post to be removed and replaced. The grading contractor went back, removed the post, and started the work on the 26th of May. The grading work is now complete and we are awaiting approval from Strathcona County. The homeowners have been informed that the post will not be replaced until the landscaping has been done at their neighbors so that the next contractor has access.

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 and the matter has been resolved.
Sincerely,
[redacted]

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

[redacted]’s Order [redacted] was shipped from Barneys New York on July *, 2017 via [redacted]. [redacted] requested his package to be held at a [redacted] facility for pick-up. Unfortunately, [redacted] sent [redacted]’s package to an incorrect location and despite our attempts to reroute the package, [redacted] has remained...

unresponsive. Barneys New York refunded [redacted] in full for the two items purchased, and [redacted] should see the credit in three to five business days.

2-4-15 **- 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...

cleaning. The technician left the home and the customer called me and expressed dissatisfaction. I 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 could. The customer stated that she wanted someone to come back out that night and redo it again because she had to be out tomorrow. I 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 late. She told me should would speak to the property manager and let them know. Nobody 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.
[redacted],

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

[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 [redacted], and find that this resolution is satisfactory to me, however it should not take a Revdex.com complaint to get action but it did.  I had contacted them numerous times on my own.  Thank you.
Regards,
[redacted]

Dear [redacted], I am responding in regard to complaint #[redacted] submitted on 5/23/16. Mrs. [redacted] refers to the fact that we cleaned her carpet on Saturday April 30, 2016. She states that we discharged enough carpet fiber into her sewer pipe through the toilet to clog the line....

Apparently the plumbing system was working fine for two days as the problem was reported to have occurred on Monday. The equipment our company uses will not discharge carpet fiber into the toilet. The filter screen on our toilet adapter is much more course than a window screen (for comparison). This will not allow carpet fiber to flow through to the extent that would be needed to plug a sewer line, I have enclosed a picture of this device. We also have screens and filters on the truck before the water even reaches the toilet adapter. With this equipment I do not believe the problem with the sewer pipe was related to our cleaning of a room of carpet at Mrs. [redacted]'s home. The amount of water for 1 room would be only a few gallons. Mrs. [redacted] mentioned a bag of lint and an individual who did the work for her. I would like to get a picture of this or be able to inspect the bag of debris that was supposedly removed from the sewer line. Karen E[redacted] our Office Manager as well as Joe T[redacted], our Operations Manager have attempted to explain this to Mrs. [redacted]. As she mentioned in her letter we also offered to come back out to her house to show her the adapters, containing the screens I refer to, to verify that it is not possible for carpet lint to pass through these screens. In summary, I am absolutely certain that this problem was not caused by Stanley Steemer. If it was possible we would be more than happy to pay the plumber's bill. However, with the facts as I have stated them I do not believe this to be warranted. Thank you.Tim T[redacted]President TWT Inc. dba Stanley Steemer.

Joseph M. DoonePresidntStanley Steemer of Central Illinois, Inc.2837 Singer AveSpringfield, IL 62703(217) 788-6680 Deanna [redacted] called on March 31, 2017 at 5:45pm and spoke with a representative in our call center, to issue a complaint regarding the crew that provided service at her...

home earlier that day.  during the conversation she insisted on speaking with a manager or supervisor and was informed she would get a return call first thing in the morning on 4/1/17.   On Saturday April 1, 2017 at approximately 7:55am I called and spoke with Deanna [redacted].  She told me upon arrival one of our crew members (whom she described as the older one) Randy had asked to use her bathroom following the initial walk through, but prior to beginning any work.  She said although she thought it was "odd" since normally that is taken care of prior to arriving, she allowed him to use the bathroom.  She said he was in there for what seemed like "a long time" she didn’t think much about it other than it seemed to take him longer than what she would have expected.  Mrs. [redacted] said that after the crew had completed the job and left, her husband had come home from work and was unable to find a prescription bottle of Hydrocodone which had been located in the bathroom medicine cabinet.  She insisted no one else had been in the home, her children were very young, and her husband had taken one before heading off to work that morning so she knew they were there.  I advised Mrs. [redacted] that we would cooperate any way we could, and suggested that if she felt our employee had taken the prescription she should contact the police and file a police report.  She told me they were heading out of town on Sunday April 2, 2017 and she would contact the police on Monday April 3, 2017 when they returned.   Mrs. [redacted] told me during the walk through she had pointed out to the crew that the linoleum kitchen floor had come loose and was curled up the length of the room where it meets the living room carpet.  She said she had told the crew her husband had glued it down before, but it has come loose again.  She said she told the crew not to move the sofa by themselves and said she would help them move it.  Mrs. [redacted] said the crew moved the sofa without asking for her assistance and the leg of the sofa caught the curled up edge of the linoleum causing it to tear.  Mrs. [redacted] said Randy offered to apply protector to the carpet in exchange for the damage which she said she agreed to.  She told me the $25 value of the protector was more than the cost of the glue she would buy and have her husband glue the floor back down.  I asked Mrs. [redacted] if she could take pictures of the floor and email them to me.  Although Mrs. Panitz had already agreed to the protector as compensation, I told her I would have my flooring installer come out to her home to reattach the floor.  Mrs. [redacted] sent the pictures to me on Monday April 3, 2017 and said her son had been "chewing on it" and she was going to duct tape it.  On Friday April 7, 2017 our flooring installer went to Mrs. [redacted] home to repair the floor.  On Wednesday April 12, 2017 Mr. [redacted] called me and said they were unhappy with the repair, and eluded to the fact they wanted a new floor.  I asked him to send me pictures of the repair, and a wider view picture that is more than 6-12 inches from the floor.  Something that shows the curled edge of the linoleum, and the size of the room.  He said he would have his wife forward them to me since she has my email.  The pictures were never sent.   Once we receive the pictures we would expect to work towards an agreement on the floor.  At some point the [redacted] had a flood, or some sort of water damage in their home.  Mrs. [redacted] discussed the damage with our flooring installer while he was at the home.  She told him when the carpet was replaced in the living room, a portion of the subflooring also had to be replaced due to the water damage.  It wasn’t sturdy enough to install new carpet over the existing subfloor.  Our installer pointed out to Mrs. [redacted] the linoleum was curled at the edge because it lacked the necessary transition strip to hold it in place (similar to the one in their adjoining room).  Over time the glue holding the linoleum down has delaminated causing the backing to come loose from the floor.  The water damage that occurred in the home exacerbated these conditions causing further damage.  According to our installer the subfloor in the kitchen has some weak spots similar to the living room.  Aportion if not all of the subfloor in the kitchen may need to be replaced due to the water damage.  We would like to work towards an agreement or settlement.  However, we will not take responsibility for the preexisting conditions from the improper original installation of the floor, or underlying damage that exists from the water damage.

here are the pics stanley steemer has from the original inspection from the time of the complaint.  the crew was question again regarding what happened when moving the dresser.  the glass did slide on the top of the dresser but did not slide over the edge as well as the drawers sliding open, per the lead technician.  he design which can be seen in the photos and from what the crew has told me, there would have been damage to the drawers as well as the glides that they slide on as well as if the glass did come off the dresser top, there would be a some sort of marking in the carpet cause by the contour of the glass and/or a break/crack/chip in the glass from hitting the floor.  one technician could not have stabilized the dresser while the other tried to stop the glass from falling!  the technicians were well aware of the size and weight of the item and worked together to move the item.

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

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

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

I am responding to complaint # [redacted]. Mr. [redacted]'s letter portraying the events surrounding his air duct cleaning is full of errors and misrepresentations. He contracted Stanley Steemer to clean his air ducts on April 4, 2016. This was completed without any problems other than a door stop...

apparently was responsible for putting a hole the size of a dime in the top of the basement door where it is attached to the upper hinge. The door is a Masonite hollow core door. Mr. [redacted] alleged we caused it and we agreed to fix it for him, without hesitation! We however completed the work at his home as we were asked to do and we requested payment per the conversation that took place when booking the job. Specifically, that payment was due at the time of service. Mr. [redacted] refused to pay the invoice. Throughout the letter he wrote, he states he has not received an itemized bill. He has been sent many invoices over the last 13 months. As he stated, our Office Manager, Ron B[redacted] and our Operations Manager attempted to fix his door by replacing it and rehanging the basement door. He stated that he was not happy with how it was closing, so we hired a contractor who specializes in doors and carpentry and he fixed the door on April 25, 2016. Mr. [redacted], my Branch Manager and the contractor were present. Everyone agreed it was perfect. Mr. [redacted] asked Ron B[redacted] our Branch Manager, to send another bill and he agreed to pay it. Again, a year went by and no payment only in April 2017, when we sent the letter demanding payment did Mr. [redacted] contact us to say that his door was not fixed. I am not sure what transpired over the ensuing year. The door was working fine when it was hung on April 25, 2016. I believe that our company did everything that could be expected two weeks after the air duct job was completed. At this point we request full payment for our services, plus 18% interest for the 13 months that we have waited for payment. Mr. [redacted] owes $779.10 plus $123.30 interest which totals $902.40Regards,Timothy T[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]

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, etc. from 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]

After reading this complaint, it is clear to me that Mr. [redacted] did not understand what the Technician was explaining to him.  [redacted] did notice discoloration of some sort in the living area of the home (on the walls in the room).  After careful video inspection of the inside of...

the vents, there was no signs of discoloration or growth in any of the vents in the air duct system.  This was explained to Mr. [redacted] in detail (there was nothing wrong inside the vents) and we proceeded to clean them.  Anytime we have suspicion of growth, we will not continue the process.  What is going on inside the vents and on the walls of the living area are two separate issues.  Thank you,[redacted]