The Steamers

Dear [redacted] , Hope this finds you well I would like to extend my sincerest apologies for your negative experience the other day during the redo of your residence This is never our intent, so again I apologize for what had happened and would like a chance to explain and try and rectify the situationFirst, the office must take full responsibility on the miscommunication that happened about payment between the technician and yourself The office attendant that took your information and had the responsibility in updating your account did not put the payment arrangements agreed upon within the messages of the account So unbeknownst to the technician, he was reacting without the proper information That does not in any way give him license to appear aggressive, and indeed was not his intent There had been an incident earlier in the week with an account that influenced his reaction with you, and when he stopped the door from closing it was to make sure that you heard what he had said so that he would not be reprimanded from management And to be frank, sometimes the cultural/language barrier can sometimes carry over in ways not intended He wishes also to extend his apologies after it was explained to him how this reaction was not what should have happened and has been reprimanded and has been written upNow I have gone over your ORIGINAL paper invoice and compared to the invoice emailed to you by a new office assistant and there were massive mistakes on the digital invoice You were not overcharged, the digital invoice was wrong, whereas the paper one is correct So I completely understand that you thought you were overcharged I would like to break it down for you Valpak specials: $and $= $ The main unit deep cleaning (removal mold, animal fur, debris): $489.00, mold control (killer) for main unit and ventilation system: $469.00, sanitization (prohibits) of main unit and ventilation system: $429.00, and coil cleaned and treated: $ Total: $with percent off came to your total of $This deep discount and extended year warranty with a free inspection and sanitization in years are included Sanitization and Mold control are two entirely different services One is to clean and sterilize the system and the other is an inhibitor Hence, the two different pricings, I hope that helps clarify things in that regard I would really appreciate if you could call the office so we could discuss your remaining balance and to help rectify any issues Thank you for your time and consideration

Three weeks ago, I had a Groupon voucher from Living Social and called a company called The Steamers for a $service, and for that amount they promised to clean not only the dryer vent, but also the air duct system throughout the entire houseFirst of all the tech was not only four (4) hours late but he was also very rude when he had finally arrived and never did apologize for being late, but as soon as he started, he tried to "bait and switch" me before he even brought his equipment into the house by trying to upsell from $to $by telling me that I have black mold in my air ducts and that I need to treat my entire house with mold control and antibacterial solution I tried to ask him info about the procedure and to asked if he is licensed to take apart my AC unit and to spray chemicals in my house and he said yes, but when I asked him to show me his certification he started to stumble over his words and started to get mad at me He never did show me his certification Also he was very pushy and thought that this would be a market type sale and eventually lowered his price from $to $ I didn't like it and told him to leaveI called the office to complain but I didn't get any reasonable response from the owner I was researching this company and found out that they are really a bunch of criminals The name of the owner is Lior L***, and he has changed his company's name many times and has hidden behind several different names like Austin Duct Services, Texas Air Duct, Master Splinter Carpet Cleaning, Extreme Cleaning, and Restoration Services I was so stupid to believe that MrL [redacted] would clean my air ducts and my dryer vent for $and a simple online research would've showed that a decent air duct cleaning costs $200.00-$and a dryer vent cleaning costs $100.00-$ I will never use this company again and I highly recommend for all to check before you call for service from any of MrL***'s companies

Greetings Ms***, I hope this finds you well I sincerely apologize about the negative experience that you have had with our company, though I find it necessary to explain certain omissions that were not a part of your complaint First, the difficulty with appointment scheduling was due to you being outside the service area, which by right carries a service fee and voids the vouchers carried by living social or groupon But after the colorful behavior that ensued when that information was conveyed, we submitted the point So in order to make it feasible for our technicians to be gone the entire day and to make you happy, we had to schedule another in your zone for the same day That took time due to the fact we typically do not service your areaSecond, we sent one of our best technicians to service your area that day, “ [redacted] ”, and he looked within your system and indeed found contaminants that did look like mold Once you said you were getting a second opinion he agreed that you absolutely should get tested, and he also gave you estimate on deep cleaning with or without a UV light Those estimates were not an absolute that you had mold by any means, but in case it was, to give you options This is another reason [redacted] agreed you needed to get it tested, because as a responsible technician, if it was mold, he would have had to take extra special precaution when dealing with a contaminant like mold (aspirators, ventilation balloons, plastic vent covers, etc) We need the receipts of those that you hired to look at your system with their estimates and your insurance adjusters write up, please, this way we can look into it ourselves as wellThird, we have tried repeatedly to send one of our senior techs there to look at the system, and if it does need to be repaired, to do just that But unfortunately there has been one reason or another to cancel our attempts at checking the ventilation system Not to mention how incredibly racist it is to say that the “manager who has a thick Indian accent and is calling himself "***."” And you are misinformed, [redacted] is the owners nickname, and that was unbeknownst to [redacted] ( [redacted] works out of another satellite office and was not privy to this information).Fourth, due to your rejection of service and the distance it took out to Killeen, we will not be refunding your living social voucher Our minimum service charge is $49.00, which your voucher will cover due to this instanceAgain, we will extend the offer of sending a senior technician out there to rectify any issues we may find, however; we would like copies of the estimates from the other companies and a copy of the write up from your insurance adjuster, after that we can discuss any issues and possible reparations

Complaint: [redacted] I am rejecting this response because:At this point you haven't made any attempt or offer to recify this situationUpon this complaints re-opening, MrsCruz provided you with documents from two local AC companies as well as from my home owners insuranceAll of these documents are part of this claim and they are readily available to you.Call me racist Continue to pretend that I am "out of an area" or that you all should be entitled to keep my money after damaging our home and not providing the service that was paid forContinue to pass insults with me back and forth with this complaint process Continue to pretend like any of this has been professional or ethical; All you are doing is giving me more data to show the judge in court at this point.Thank you.Oh, by the way, the attorney general's office called MondayI guess I'm not the first of your clients to call their officeSurprise, surprise Regards, [redacted] ***

Dear Mr***, This is a response to your complaint registered with the Revdex.com I understand that our response to the series of mishaps was not satisfactory to you That response being $being deducted from the remaining balance of $still owed to us, which we are now amending to a zero balance We would like to again extend free services of fixing the ceiling, free carpet cleaning, and upholstery cleaning Unfortunately, that is all that we can offer at this time We still are looking into the occurrences on the days in which our technician was at your residence, which there were several questionable accusations that are being investigated After we have thoroughly looked into the matters, then we can discuss if there will be any further recompense Sincerely, [redacted] ***

Greetings Ms***, To address the last letter posted Living social does let you buy outside mile radius due to the fact you can buy those vouchers as gifts for anyone/anywhere/anytime We have those buying gift vouchers all of the time for loved ones, friends, etc So, I am really sorrybut you are wrong in this regard Again, to reiterate my previous request, my employer needs to see the estimates from the other companies and the statement from the insurance adjuster. This request has been made on several occasions for this documentation and still we have nothing. There can be no restitution made without proof that can be verified by dates, phone, etc. 3. The retort to the first initial posting about being racially derisive was due to the fact that the technician was deeply offended by the comment to begin with. Unless you are from a specific background or know someone that is, it is hard to understand what makes something so offensive. To be blunt, the technician having an accent has no relevance to this issue nor does identifying the accent. There was no need to even state it4. There were no attempts made to intimidate you, only to send a senior technician to come out to access the situation and to rectify any issue. This is our procedure with any complaint/re do situation. 5. And yes, it is my job to respond/write to letters regarding accounts, hence my signature. Again, please send documentation from the other hvac companies and your adjuster so we may put this matter to rest

Consumer Info: *** *** *** *** *** Round Rock, TX. Business Info: The Steamers West Anderson Lane Austin, TX Greetings Ms*** ***, My name is ***, and I am Customer Service Supervisor and Office Admin with The Steamers. I was recently hired in March 2016, and am just being made aware of the circumstances surrounding the services that you purchased with The Steamers. I wanted to reach out to you and extend my sincerest apologies for the negative experience that you were exposed to. We recently came under new management and are trying to rectify any issues that may have occurred over the lifespan of our business. Unfortunately, due to the age of the account, I am not able to refund your money; however, I am at liberty to grant a free redo of services with our newly hired, trained, and vetted technicians as well as a free UV Light Purification System so that you may never have your system contaminated and will not need anything but a basic cleaning from here on out. If this is acceptable, then please contact the office and ask for me and I will arrange the appointment. Again, my sincerest apologies for your unpleasant experience and I really hope that I can maybe ease your discontent a bit with these offers Thank you for your time and consideration Sincerely, *** *** Customer Service Supervisor/OA The Steamers

Complaint: ***
I am rejecting this response because: Apparently you are not fully aware of the situationMy electrical box was damage by the storm nor was my plumbingThe outlets and light switches have such low voltage that it would not destroy nor ruin a whole electrical boxAgain, I had electricity in my home until your so call license electrician touched my outlets and light switchesA certified license electrician would have corrected the problem if he know what he was doingBut he didn't! The fee you waived barely scratch the surface of the plumbing and the electrical work that was installed properly in my homeI had to pay an additional $to have this work completedYour response to this complaint is laughable at best! Please refund the money that I spent to have the repairs done to my homeMy complaint is about the damage your tech caused to home and nothing further! Also it's good business practice to make sure that the people you hire can actually do the work you hire them to do.
Regards,
*** ***

We contacted the customer and reached an understanding with him regardingthe complain customer have been getting compensation from the steamers.as for the future our customer service team always trying to improve our customerSatisfaction .thank you guys on the information

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
Regards,
*** ***
Good day, My deepest apologies! I did not know I needed to respond to the Revdex.com regarding the response from the businessI contacted the business, The Steamers, directly, and spoke with Ms***They came to the house, completed the cleaning and installed the UV light, exactly as she promisedMy daughter said the technicians who performed the service and installation were very friendly and professional and did a wonderful job explaining all of the workI am VERY pleased with the offer, which I accepted, as well as the great level of customer service and the professionalism of the new managementThis company has truly turned over a new leaf, and I wish them much success!! Please amend the complaint with my satisfaction with the offer and yes, this complaint is resolved completely!!! Thank you, *** ***

Hello, Our company work in more the location over united state, and we have more then client every monthWe tried to do our best. We glad to hear you test out
this mold that is a sign that we did a great job! We are very sorry to hear you're not happy with our service , your billing was for the vent cleaning and for the Disinfecting Based on the recommendation of the technician who Was there We are very sorry but we can not give you back your money, because the technician did his job. but we can offer you to come back home to clean again and make sure you feel satisfied with our service Thank you and have a great day

Dear Mr***, This is a response to your complaint registered with the Revdex.com. I understand that our response to the series of mishaps was not satisfactory to you. That response being
$being deducted from the remaining balance of $still owed to us, which we are now amending to a zero balance. We would like to again extend free services of fixing the ceiling, free carpet cleaning, and upholstery cleaning. Unfortunately, that is all that we can offer at this time. We still are looking into the occurrences on the days in which our technician was at your residence, which there were several questionable accusations that are being investigated. After we have thoroughly looked into the matters, then we can discuss if there will be any further recompense. Sincerely, *** ***

The technician was very polite and professional he showed me how important is to have my HVAC clean in order to have better air quality in the house, I will defiantly use them next time

We are investigating further into this complaint The issue is that there was no visual confirmation by the owner that indeed the technician broke the sprinkler head due to the timing This sentence alone makes it hard to understand that indeed the technician was at fault:"Time it took
between the day I noticed the damaged "Due to not having absolute visual of the incident and that the call was not made weeks after the incident occurred, we will need to look into it further Thank you for your time

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 I had several calls from the company and they offered to get a check to me earlier if I wanted to pick it up. I told them delivering this afternoon would be okay
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The technician did not complete the job thoroughly the first time at the inflated price of nearly $When we still had black "dirt" coming out of the vents after the first cleaning, we called to have the company honor their guaranteeAfter multiple attempts to contact the company, which was finally accomplished by repeatedly calling over the course of an hour until someone answered the phone, they agreed to send a second technician outThe second technician stated that the entire vent system was not cleaned completely the first time, which is what we paid forThe second technician requested additional payment to complete the jobAfter refusal to pay for a service that should have been completed the first time, the second technician only agreed to re-sanitize the main unit, and stated that was the only work that was guaranteedHe was also extremely rude to my daughter and only when my father arrived to the home and intervened, did he agree to do any work at all.We ordered the mold inspection because we still had a problem with the black "dirt" collecting on the walls from the ventsThe confirmation there was no mold growth in the house has nothing to do with the partial service providedWe have since hired another company, who cleaned the entire vent system for a fraction of the price we originally paid, and we no longer have black "dirt" coming out of the ventsSince the company never returned any calls or requests to complete the service in full, as paid for, I still believe they did not honor the guarantee of their work, nor their 100% satisfaction guaranteeTheir work ethic and customer service needs significant improvement
Regards,
*** ***

Greetings Ms***, I hope this finds you well. I sincerely apologize about the negative experience that you have had with our company, though I find it necessary to explain certain omissions that were not a part of your complaint. First, the difficulty with
appointment scheduling was due to you being outside the service area, which by right carries a service fee and voids the vouchers carried by living social or groupon. But after the colorful behavior that ensued when that information was conveyed, we submitted the point. So in order to make it feasible for our technicians to be gone the entire day and to make you happy, we had to schedule another in your zone for the same day. That took time due to the fact we typically do not service your areaSecond, we sent one of our best technicians to service your area that day, “***”, and he looked within your system and indeed found contaminants that did look like mold. Once you said you were getting a second opinion he agreed that you absolutely should get tested, and he also gave you estimate on deep cleaning with or without a UV light… Those estimates were not an absolute that you had mold by any means, but in case it was, to give you options. This is another reason *** agreed you needed to get it tested, because as a responsible technician, if it was mold, he would have had to take extra special precaution when dealing with a contaminant like mold. (aspirators, ventilation balloons, plastic vent covers, etc) We need the receipts of those that you hired to look at your system with their estimates and your insurance adjusters write up, please, this way we can look into it ourselves as well. Third, we have tried repeatedly to send one of our senior techs there to look at the system, and if it does need to be repaired, to do just that. But unfortunately there has been one reason or another to cancel our attempts at checking the ventilation system. Not to mention how incredibly racist it is to say that the “manager who has a thick Indian accent and is calling himself "***."” And you are misinformed, *** is the owners nickname, and that was unbeknownst to *** (*** works out of another satellite office and was not privy to this information).Fourth, due to your rejection of service and the distance it took out to Killeen, we will not be refunding your living social voucher. Our minimum service charge is $49.00, which your voucher will cover due to this instance. Again, we will extend the offer of sending a senior technician out there to rectify any issues we may find, however; we would like copies of the estimates from the other companies and a copy of the write up from your insurance adjuster, after that we can discuss any issues and possible reparations

Bought a groupon for The Steamers for them to clean my air ductsThey were only here for minutes rather than the at least two hour time it takes to truly clean air ductsThere website claims they are Revdex.com accredited but the Revdex.com says they are notadvertising if you ask me!

Before you use any air duct company in austin, google "austin air duct Revdex.com", read the first article, I wish I could have done that to save this terrible experience
Scamed! Bought a groupon deal, scheduled with Austin duct cleaning at 512-872-6081?These guys came with a different name on the truckThey didn't call me minutes before they arrive as they promisedThey showed the dirt in the attic to my tenants and made up all the mold and health issueRead the google article, that's how this kind of company make money
I bought groupon deal for $80, at the end of the service, the guy showed me a $invoice which I never agreedguys where there for only hours and apparently one guy was hanging around most of the time
Of course, I refused to pay and wanted to speak to the office I originally scheduled withI ended up calling police asking them leaving my house

We spoke to *** *** at time of service and explained that the rotor brush cleaning was not included on the coupon even on our website, and he agreed to the additional charges. With that cleaning, they were not charged for the basic cleaning at all, only the deep cleaning of the
system, the extra return that was not included, and the dryer vent which was charged and was not supposed to be. We have refunded those charges plus tax. We explained that the coupon was for maintenance cleaning only, and it was explained to the husband which he agreed with and signed for. Attached is the signed invoice to the agreement of services listed