Stanley Steemer

Review: Had carpets cleaned. Paid with cc. Was told didn't go through. Wrote check. Found out cc charge went through. Called company to void my check and return to me. We will do that right away. Called again didn't receive check back. Even will void it and send back to you.5 months later the "voided" check gets deposited. Call company again. So sorry someone deposited your check. My voided check? How is that possible? Why is my voided check still there and not destroyed? AGAIN SORRY WE WILL SEND YOU BACK A CHECK IMMEDIATELY. OK. 2 weeks later again I call. Never recived check still. Different person so I can explain again. Now I am livid.Will not take me long to look into this and we will send you a check. Same story different person. So I call a lawyer. Suggest trying Revdex.com first. If not sueDesired Settlement: Give me back my money. Not by check cash delivered to my residence or credit back my cc. If it is to long pay lawyer fees and court fees.

I was quoted a price of 136.95 over the phone, that was a lower price than 2 of their competitors for two rooms, a set of stairs,an upstairs hallway and the traffic area only of my bedroom. This was a good deal, so I scheduled an appt. and cleared my schedule for a Saturday afternoon. 2 techs came to my home around 10am, looked around an informed me that the quote I was given was wrong and the cost was actually going to be 221.54!!! I figured there would be an up charge for something (they all seem to add some hidden charges) but 85.00 more?! for cleaning 3 carpets, a hallway and a set of stairs?! (they consider 13 stairs one area! I have 15 stairs) no deodorizer or scotchguard, they didn't even have to move ONE pc of furniture! I was however told this up front and should've just asked them to leave but since I already cancelled my plans for the day, moved my furniture around and had my dogs wrangled up, I decided to just let them go ahead with the work. (which is what i'm sure they were counting on!) Realizing that I was just "bait n switched" I called the company on the next business day to complain, hoping they'd reimburse me according to there original quote, instead they sent me a 60.00 gift certificate for THEIR cleaning services!!!What a joke!! Wonder how much the price would go up in order for me to use this coupon?! I do not appreciate being bait n switched and I will NOT be using this company in the future and I wanted folks to know that if your going to use this company, be prepared to spend a good bit more money than your quoted price!! i'd suggest NOT using this company, they are dishonest!!! and really do NOT care whether your satisfied or not...

Review: To whom this may concern,On 8/14/2015 I had my carpets cleaned by Stanley Steemer. Two crew members arrived, ( Brennan D[redacted] and Brady K[redacted]).One crew member asked me if I wanted stain guard and deodorant for the carpet. I asked the man how much extra it would be for this service because I was on a budget and could not afford to go over the budget. The man stated he had to look the extra charge up and proceeded to look at a small machine. As the man looked up the charge I again told both men I lived on a budget and would need to know up front what the charge would be. The man then said it would be $20.00 more for the service. I told him ok I could pay 20.00 more for the service.When the service was done the man told me my bill was $184.44. I asked him why it was so much because I ordered the $99.00 special plus $15.00 for a hallway and $20.00 for the extra service.The man proceeded to tell me he charged me $20.00 per area for the extra service. I told him he did not quote me that price up front. I could not afford that price and would not have gotten the extra service done if the crew member had been honest about the extra service charges.When the man left I called the customer service line to complain about the mans business practice and see if I could get the extra charges refunded to me. The customer service person told me he was sorry that happened but it was $20.00 per area and to have a nice day. Stanley Steemer does not have good business ethics, quoting one price then charging another when the service is finished. The crew member should have been honest up front with the charges before the service was preformed and was not honest. Not telling the truth up front is the same as lying in order to get more money from the consumer. The crew member was told up front I was not able to pay more than $20.00 for the extra service. The crew member did NOT state it was going to be $20.00 PER AREA, he stated it would be $20.00 for the extra service. This Companies business practices are unethical and lacks integrity.Desired Settlement: I want a refund of the extra charges because I was Lied to in order to be billed more the service. The man should have told me up front what the charges were going to be and he did not tell the truth.

Business

Response:

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

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 2 weeks in advance of the appointment. This has not happened only once but twice and my wait time has been anywhere from 2 hours to an entire day. Regarding 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 11-2:00 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 1/2 hour and I would be next. That was approximately 8:00 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 job. When the Manager, [redacted], 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. [redacted] 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.

Review: To Whom It May Concern, On November 5th, 2014, Stanley Steemer performed services at my apartment to clean out the ductwork and ventilation system due to a suspected mold issue. I was referred to call Stanley Steemer by my property management company in order to get the issue resolved. The management company explicitly stated that if it was in fact a confirmed mold issue, they would pay for the services otherwise, the financial responsibility would be mine. When I contacted Stanley Steemer's call center on November 4th, I explained the situation and was assured that the technician would determine if it was a mold issue before any work was completed so that I could make the decision to proceed or not proceed. During the evaluation, [redacted] advised me several times that there was in fact mold in the furnace vents and since there was evidence of mold upstairs in the living area, the issue was evident of mold being in the ductwork. With this information, I in good faith approved the work to proceed and paid the costs of $599.20. When the work was completed, I noticed the receipt did not state in detail that there was mold in the vents. Anticipating the issue collecting a refund from my management company, I asked for it to be written in detail. I was told, if they have an issue with the receipt, give us a call and we'll write up a report. And so I did. [redacted] wrote a letter stating the opposite of what I was told. The mold was described as a "discoloration" and "build up." I was told that they are not a mold certified company and if they would have discovered mold in the vents, they would not have been able to perform the service requested and they could not get involved in a dispute with my management company. I expressed that I was misled and would never have moved forward with the service if I had been told what was on the report beforehand. Furthermore, knowing my concern, I should have been made aware of the fact that they were not certified to resolve my actual mold concern.Desired Settlement: I do not feel that as a consumer I was provided correct information to make a sound decision. I feel that knowing my concern was fueled by the health of my pregnant wife and toddler, I was taken advantage of. I feel that the technician acted and provided a fraudulent inspection and as such, the company should provide a full refund for the amount of $599.20 OR should stand behind their work and provide a written report confirming that they determined a mold issue in the ductwork.

Business

Response:

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]

Business

Response:

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]

Consumer

Response:

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,

Review: On 10/31/2014 I had to call the supervisor of stanley steemer. I spoke with [redacted] and explained that I was not happy with the service done. He said that the cleaning of the carper could be redo. But while I was in the phone with him, the "technician " took off.[redacted] said that the cleaning could be redo. I told him that we were not allowed to come in to the property since our lease was finalized that same day, and the property is gated. He said that the land lord could call and set up another appointment to have this done again.I paid what he requested, $212.00. Not happy at all, but like I told him, we were not looking to have any services for free.Now the land lord is deducting $125.00 from the security deposit. No other deduction was made, only for the carpet to be cleaned. They hire another company. So I called [redacted] told him what was happening and ask him to refund that amount, but he is not agreed of any refund.I can provide you with copy of the invoice and letter coming from the land lord if you wish to verify the deduction.I also have pictures of the carpet after the cleaning done in 10/31/2014.I appreciate any assistance you can give me in this matter.Sincerely,[redacted], POA for [redacted].Desired Settlement: I will like to have $125.00 refund, since the services rendered were very poorly done.

Business

Response:

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],

Review: We contacted Stanley Steemer based on a coupon we found claiming they would clean up to five (5)rooms, up to 300 square feet each, for $219.00. After contacting them by phone, we told them we wanted one living room, some stairs and a hallway to be cleaned, and have a protectant applied. We told them about the coupon, and they quoted us a total price of $219.00. They never asked us the size of the living room. The next day, we received an email confirmation and a breakdown of the costs. It showed cleaning the hallway upstairs was $25.00; cleaning the living room and stairs was $129.00; protection on the hallway was $15.00,and protection on the living room and stairs was $50.00, for a total of $219.00. There was no mention that if the living room were over 300 sq ft, there would be an increase in cost. The coupon said they would clean up to 1500 square feet (5 rooms, up to 300 sq ft each) for $219.00! When the crew arrived on the appointment date and time, the foreman measured the living room, and said the total would be $290.00! I asked why the increase, and he said "the room is bigger". I told him about the coupon, and then he re-added and said it would be $284.00, but said he'd knock off $10.00 for the coupon (his total was actually wrong. His total was $274, not $284, so there was nothing deducted for the coupon). Since there was moderate language barrier, and they had already unloaded their equipment, I signed the invoice and figured I'd take it up with management later. Management (James) later said that all the figures were right, and that I had signed for it. The coupon said they'd clean up to 1500 sq ft for $219, and they only cleaned about 600 sq ft total for $274. The price was increased 25% from what we were quoted, and we were never told the price might increase if the living room was over 300 sq.ft! The protectant went from $65 to $90, and the 25 extra sq.ft of living room added an additional $30 to the price. The coupon ended up being basically worthless!Desired Settlement: That our credit card be credited $55 and that they stick to their original quote for the services rendered. They added $25.00 to their price of protectant, and $30.00 to the price of cleaning the carpet, with no disclaimer or warning that that might happen.

Review: I get regular emails from Stanley Steemer, as I have an online account with them, and OK'd them to send me specials, deals, coupons.

Also, we have used their service for decades-- although since we moved to Toms River 2 years ago, we are now serviced by a different local business under the Stanley Steemer umbrella.

Anyway, they had a special of 39.99/room, 3 room minimum, that my wife & I wanted to schedule, as indicated by their October email, using code [redacted].

When I went online to book it however, the coupon code was not accepted. After multiple tries, I telephoned their local number and they confirmed that they were not participating in the deal, but that they would give me a discount of 5% instead ,which they say was a better deal than other competitors in my area.( so said the fast-talking semi-intelligible CSR).

Anyway, it was just BS, as the price they gave me for the 3 rooms, precisely matched the price I was given online: $177 or so--far more than I was led into believing in the email!

So I say FALSE ADVERTISING.

Look. I was a businessman franchisee myself, and I duly respect that a particular franchisee may elect not to participate in a promo, or charge different prices, etc.

But when you are sent emails to the contrary, that's just not right.

SS does a good job on the carpets, and we have been satisfied, I'm pissed at this and will be looking for someone new.

Also, the CSR on the phone did nothing but speed talk his way thru the conversation and I got no satisfaction whatever. So here we are.Desired Settlement: I can't say what should happen, other than to state that the phrase "at participating locations" should not be used as an excuse.

I'm not going to "demand" anything.

My justice will be to shop around for another service, and to tell my friends, and the Revdex.com of my experience.

If the business wants to offer me something, that's up to them.

Business

Response:

A Stanley Steemer manager went onsite today 10-7-2015 to give a accurate price on Mr. [redacted] property. We explained to Mr. [redacted] about our area and how our pricing is based on our corporate pricing. He received 10% off of his cleaning and is scheduled for our service on 10-8-2015.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I hired Stanley Steamer to clean carpet in 4 rooms plus stairs. When they came, they recommended a pet deodorizer because they could smell pets. So I agree to pay the extra $75 for deodorant. They cleaned, all looked good. 2 days later my tenants moved in and the smell was instantly back. I called and Stanley Steamer came back and re-cleaned/deodorized 1 bedroom and the stairs. The smell was gone but then again, the smell came back 24-48 hours later. This is completely unacceptable. I paid extra money to rid the carpets of the smell and all they did was try to mask it. I have tenants in the home and can't risk losing them over this. They want to send someone out yet AGAIN to do the same thing they already did not once but twice. Clearly it doesn't work. I want a refund for the 1 room, stairs and deodorizer I paid for. I have to replace the carpets now and wasted money on them to clean them!Desired Settlement: I want a refund of 1 room cleaning, all rooms deodorized and stairs cleaned and deodorized.

Business

Response:

On October 23, 2013, we performed the original service for Ms. [redacted]. Ms. [redacted] contacted our office again on October 27, 2013 and complained that the odor from the dog still persists. We scheduled a return visit for the following day, October 28. 2013. At that second visit, we redeodorized the areas for her. The deodorizer that we use is not a masking agent. It is an enzyme that ingests the odor causing source. It is very effective; however, it needs to come into contact with the odor source to be effective. if the odor source has migrated to the padding (which is what happened), deodorizing becomes difficult. Since there is no way of knowing how much of an area the odor source has affected without disengaging the entire carpet, the deodorizing service is a cost effective attempt to rectify the odor problem.

Two weeks later, on November 14, Ms. [redacted] contacted our office again and stated that the odor came back again. We scheduled another appointment for November 18. At that appointment, we informed the customer that 'we were going to try an alternative method to address the odor. It was becoming evident that the odor was coming from the padding underneath the carpet and not the carpet itself. On November 18, we were scheduled to install an air scrubber in her home. We have had good success using this method in the past. On the way to her home, she cancelled the appointment. We have not heard from her since.

Ms. [redacted] is not owed a refund. Our invoice in which she signed does not indicate a money back guarantee. Our warranty requires that the customer contact our office within 10 days of the cleaning and we will schedule a return visit. in addition, our invoice also states that “Carpets that have been exposed to pets may sometimes not be able to deodorize effectively. Unfortunately, this was the case for Ms. [redacted]. The odor was emanating from the padding underneath, not the carpeting.

In addition, we offered to perform other restorative measures at no charge to Ms [redacted]. However, she cancelled the appointment. I am sorry that she experienced an issue with the carpeting, However, the odor was a result of prior tenants and not Stanley Steemer. We advised her that the deordorizer does not work in all cases and she elected to have the service performed. I would suggest she go back to the original tenents with her concern

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is a lie. The odor is not coming from the padding, it's coming from the carpet. I had a family friend who does carpet for a living come out and replace the carpets. He advised it was the carpet not the padding. The odor was dog hair not urine and did not seep into the padding of the carpet. The fact that Stanley Steemer won't refund me for the deodorizer and cleaning of the 2 rooms is insane. I am rejecting this response as I feel I am still entitled to a refund.

Regards,

Review: Stanley Steemer came to the house for a carpet cleaning and the advertised moving of furniture and cleaning were not carried out to expectations as advertised or described. Upon inspection after a call from the corporate office, 7 out of 16 pieces of furniture were not moved and therefore adequately cleaned around. A few stains remained that could have been removed with a little more effort.Desired Settlement: Refund of >=50% of fees for service.

Business

Response:

Initial Complaint with CSA at 4:22pmCustomer wants a full refund because the crew did not movecouch or clean under dining room table. There is dirt near the a cabinet. Hestated the job was rushed and he was never told we would use his water source.Offered redo, customer declined. [redacted] says he will never used Steemer againand will not reccommend the service. Call the Demar H[redacted] from [redacted] at 4:30Customer called office after talking to csa. He started off very argumentative and cursing. He asked for arefund and I told him he had a 30 day workmanship guarantee(service call). Hethen laughed and said that’s for peoplewho have time. I offered to send the crew back after they left the job theywere currently in. He said that it was not convenient and could I give him somekind of refund, I said no I havent even talked to the crew. He then stated hewould dispute his charges and or report it to the Revdex.com. Istill told him no refund. 4:35 pm called Christian one of the members of thecrew, he stated the customer moved alot out and they moved the furniturechipped and blocked it. Cst then told them the carpet looked great after acomplete walk through of the home and tipped them $20. No refund 02/4/14 6:59 am TechnicianJohn M[redacted] 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 [redacted] moved initially. [redacted] never stated to me about problems with stains onlyfurniture issues. Not granting a refund.here...

Review: In mid-April Stanley Steemer cleaned two rugs, putting a red vegetable-dyed Guatemalan rug over a mainly white already-cleaned/damp Tibetan wool rug. The dye from the red rug bled through to the Tibetan rug and the SS workers took it with them, to try to clean off-site. The company's efforts to fix the problem was high at first, and a John Rudge drove to LA (I have since moved from Ventura) with the rug. They got much of the red out, but it looked terrible - I took photos - and he took the rug back to Oxnard. I have dealt with four people, two of whom were managers, one a service person, and received an apology email from the owner, S[redacted]. Stanley Steemer has put in an insurance claim, and I gave them links to Tibetan rug specialists so they could compare its value. They have my rug, as it is now unusable.Their insurance company called me about 3 weeks ago, asking how the damage had occurred, and I have heard nothing about resolving the issue since.Desired Settlement: $2,000 to purchase a rug of similar quality. This was a one-of-a-kind, hand made Tibetan wool rug, with a unique design. It cannot be duplicated, and I paid $2800 for it about 9 years ago. Like Persian rugs, this type of rug doesn't lose value; it only needed cleaning. I would also expect to be refunded the $80 I paid for its cleaning.

Business

Response:

A check in the amount of $2,800.00 will be mailed on Thursday, per Chris Bartnick, President of Stanley Steemer. There is no excuse for the delay in response and we truly apologize.

Consumer

Response:

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]

Review: 6On July 8, 2013 I hired Stanley Steemer to clean the tile and grout and my summer home in Lavallette, NJ. The home was just repaired with new walls, kitchen, appliances and furniture from Hurrance Sandy. During the initial process I observed a liquid solution spraying 18" high onto my new walls and then my legs. I also noticed the pedestal on my new kitchen table was saturated with a liquid solution as well. I asked the men to stop, called the office and asked them dry my floors and leave. Mr. [redacted] of the Toms River office told them to put my table on foam blocks and the pedestal cracked. At that point I made the men leave. Upon inspection of the rest of the house, the kick-plate on the new dishwasher was permanently stained.

I spoke with [redacted] of Stanley Steemer to set up an inspection of the damage. [redacted] arrived and insisted the damage was from the flood and the kitchen table could have come damaged from the manufacturer. I was appalled. I was never given an invoice for the 75 sq ft room that was inadequately cleaned even though [redacted] and Mr. [redacted] insisted they left a copy and mailed a copy to the house. I explained to both of them that mail is not delivered to this location but to my primary and gave them the address. Mr. [redacted] threatened to send me to collections at which time I said they could drive a copy over. They never did and the amount they quoted over the phone was $233.00 when the entire 600 sq ft was quoted at $218.00 for 600 sq ft. I wrote two letters via email and regular mail with copies of receipts and costs of the items to be replaced (kick-plate and pedestal base). Mr. [redacted] has yet to respond. I contacted Stanley Steemer's Corporate and spoke to Mr. [redacted], gave him the details and it's now 6 weeks and no reply from them either, although he stated they have no authority over an individual franchise.Desired Settlement: I would like to receive the cost to replace the damaged items which amounts to $109.09.

Business

Response:

[redacted],

Stanley Steemer of Toms River will be writing off the balance of 233.26 for the cleaning done

back on 7/8/2013.

Their also will be a check sent Out by way of our main office in Atlanta, Ga. with a general release for the amount of 109.09 for the damages claimed to be caused by us.

Pedestal Table Base: $73.84 plus 7% Total: $85.92

Samsung Dish Washer Kick Plate $21.65 plus 7% 5/1" Total: $23.17

Grand Total: $109.09

This letter will be mailed to:

Also emailed to:

Consumer

Response:

[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.]

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,

Review: On April 27, 2015, Stanley Steemer cleaned the carpet in my family room and broke my sewing table in the process. I would like them to give me the $180 it will take to replace the table. Numerous calls have gone unanswered.Desired Settlement: Replacement of table or $180 for me to replace it.

Business

Response:

[redacted] the manager went out to look at the table. Itwasn’t broken just loose. I tightened it the customer was very happy