Stanley Steemer

3/4/16 -- Spoke with consumer today. She wanted to know where do we go from here. She said she received a notice from the insurance carrier for the business and they had denied her claim, but after talking to them, they agreed to review the claim again. She never heard from them again. She said they denied her claim without ever providing her with a claim form or asking her what it is she was demanding in the claim.She said the issue started in her finished basement when SS came out to clean the carpets. SS tried to blame the excess water on water coming in from the outside of the home.I noticed in her complaint that she did not indicate a desire resolution in her complaint. She said initially she didn't want anything but then she said she thinks Stanley Steemer should have to reimburse her for the carpet they destroyed.She said she had a carpet installer in her house on the day that SS did her carpets and that he had pointed out to her that they were using way too much water on the carpets.She said SS has been to her home twice...1st time to put down more deodorizer. 2nd time to perform a "pin" test. She said they told her that there was too much water remaining in the carpet and that they were going to do something about it. That was the last time she heard from them.She is going to send me a statement from the installer who witnessed the excessive water use. She is also going to try to get a statement from the realtor who sold her the home that there has not been and is not an issue with water coming in from the outside. Will wait for this information to take back to the business to find out if the insurance company is reviewing her claim and if so, why the consumer did not receive a claim form or was asked to provide a claim amount/action.

Revdex.com:
I have reviewed the response made by...

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

We are sorry to hear that Mr. [redacted] feels that he was over charged or that he thinks we have some type of "bait and switch" with our coupon.  I can assure Mr. [redacted] and anyone else who uses Stanley Steemer that is not the case.  Cleaning air ducts is the process of removing dust, dirt,...

allergens and sometimes rodents and their feces.  Although that is the same goal all around the country, the differences are with all the different types of systems in peoples houses.  Most companies have a furnace cleaning as a part of the total price.  In this area of the country we have a lot of radiant heating which is heated without a furnace.  Also, with the dry climate we have, we don't have a lot mold issues or damp conditions that get the  furnace compartment very dirty.  So we have prices separated for cleaning ducts, dryer vent, and the furnace so homeowners only pay for what they need cleaned. 
Mr. [redacted] booked 10 vents to be cleaned which is 275.00 plus tax.  He had a coupon for 50 off the duct cleaning which brought the total down to 225.00 plus he had a furnace cleaning for 75.00.  HIs total was 300.00 plus tax 21.19 for a total of $321.19.  The fine print on our coupon states that there may be additional charges for some type of HVAC systems.  The only additional charges we have are if someone is getting the furnace cleaned ($75.00) and that furnace is located on the roof or in a crawl space which requires additional time to get to the unit being cleaned.  Mr. [redacted]  WAS NOT charged extra but was charged just for the cleaning of the furnace.  Our coupon DOES NOT have furnace cleaning prices because every systems does not require a furnace to be cleaned.
Stanley Steemer has been in business since 1947.  We have been in the Albuquerque area since 1978 and have always had a great reputation.  We have been cleaning air ducts since 2008 and all of our technicians have been certified by NADCA which is the governing body for air duct cleaning.  We use a Caddy Vac systems which is the most powerful truck mounted cleaning system in the industry , and we have never until now refunded any money to someone who felt that we have some type of bait and switch with our coupons.   We try as company to give the most accurate quote over the phone before getting to the house.  Then during the walk thru before doing any work make sure the customer is aware of all the charges.  For some reason this did not happen and Mr. [redacted] feels he paid for something that he thought was extra but was not.
I will call Mr. [redacted] and discuss this with him.   [redacted]

I am rejecting this response because:Some of the statements in [redacted]'s response are untrue. I would like to set those straight. First, I NEVER agreed to a sealant on my (already a stain master carpet to begin with) as compensation for ripping my linoleum! That was [redacted]'s idea. He was clearly panicked! I insisted on calling the company and having them come out and fix it that day and that minute. [redacted] said the company wouldn't do anything......he seems to have a valid point there. [redacted] said I could buy glue and fix it myself and the $25 value of his sealant would more than compensate for the glue. Second,  Joe keeps  referring to my floor as being curled up as if it is an extreme case. It is not what he thinks it is and I am sending pictures to show that.   The pictures are being emailed to [redacted]. The floor has been that way for 14 years and no one has ripped it until [redacted] managed to do so. And that was after I told him I would help him move the couch in order to avoid that. If I was out to scam a new floor out of Stanley Steemer I would never have said to BOTH of the employees that day to wait for my help.  I would have just let them do it and then demanded a new floor. That makes no sense!Third, there was NEVER a flood! What is [redacted] talking about?!?! My linoleum  is approximately 310-325 square feet and there is one section by the chimney that is about maybe 3'x3' that is spongy. We assumed that the chimney had perhaps leaked but we are not for sure. It most certainly is not the entire floor! And....again.....never a flood!!! Two years ago when we laid the carpet in the adjoining living room there was a spot clear on the other side of the room that was the size of a foot that had dry rot. The guy cut it out with a saw and fit a new piece in. Five minute fix. I never asked [redacted] to replace a bad piece of subfloor....just linoleum! That is quick and easy for us to do. My issue is with [redacted]'s employee scooting my furniture across a floor and ripping it WHEN I TOLD HIM NOT TO!!!!!!!!!!Fourth, [redacted] Seemed to be insulting our 7 year old autistic son. If he did some research he would find that a lot of these kiddos chew on anything and everything they can fit in their mouth. He is especially drawn towards anything new or different from his routine world. He never chewed on the floor until [redacted] ripped it. The rip is right by his high chair. If it's not out of sight, it is not out of mind for him. He sees it. It's new or different. He explores it with his mouth. Perhaps [redacted] should do some research on autism before passing judgement on disabled children! Fifth, [redacted] made no mention of the stolen prescription. Uhhhhh.......if I ran a business this would be at the top of my concerns!! I'm in dismay that he didn't even bring it up! I assume he didn't even mention it to [redacted]! I will attach a copy of the police report as well. Maybe it will jog his memory. I would like this issue addressed please! As I said, I am emailing [redacted] pictures of my floor and the police report. Thank you!Deanna [redacted]

[redacted]I apologize for the delayed response.  I can confirm that the nature of our service involves users setting up their own email address databases and mailing out to their opt-in subscribers.  We strictly enforce that subscribers who request are permanently removed, but it sounds...

like there was an error/oversight in the process with this complaint.  I'd like to research this further and take action against the user who continues to email Mr. [redacted] and will follow up with our engineering staff to ensure his data is purged from the users database.Would Mr. [redacted] be able to provide any additional details about the person who mailed them (email headers or a copy of any of the messages they received)?  Given the high volume of data we store, it may be difficult to identify his sender without additional details.  Please let me know and I will follow up accordingly.  Please feel free to reach me directly at the number listed below if you'd like to chat about this in greater detail over the phone.

...Tell us why here...

Review: Stanley Steemer was out to clean my living room carpet on Saturday, April 30, 2016. On Monday, May 2nd I proceeded to take a shower when my husband screamed up the steps to turn off the water. Water was coming out of the pipes in our 1st floor bathroom and into the basement. Water would leak every time we attempted to use any running water. In the morning, we called a plumber, [redacted]. During his inspection he noticed the water was coming from the toilet in the 1st floor bathroom and quickly removed it to take a closer look. When he removed the toilet he saw carpet fibers that he pulled out with his hand and placed them into a plastic bag. They had to unclog the sewer line that lead outside of my home. This is the same toilet that Stanley Steemers used to discard the dirty water after cleaning my carpets. [redacted] stated that if the cleaners would have flushed the toilet a few times during the cleaning this never would have happened. The fibers got stuck in a 90 degree pipe. The clog kept any water from draining out of the house and caused a build up.

I called to complain to Stanley Steemers on May 2nd and spoke to a female who told me that she would have the owner call me. I received no call back.

I sent a letter explaining the incident, that no one called me back and a copy of my plumber receipt with an invoice looking for reimbursement of $219. I received no call back or response.

I called today May 23rd looking for a response to my letter and original call. I was not asked for my name or my address but instead the customer service representative, Joe immediately began making excuses about how my statement isn't possible. I advised that accidents happen and not everything functions perfectly 100% of the time. On top of that I received no call back or response to my several attempts to communicate my situation. He asked why I didn't call them back when water was leaking into my basement. My response was that you call a plumber when your home is leaking water. He asked if I would like them to come to my home and show me how their machines work. I took this as an insult as he calling me a liar and I've already wasted a lot of time on this topic.

I am not looking for money for the water damage as it leaked onto my concrete basement floor, refund of the cleaning fee ($179) or the time I had to take off work. I simply would like my plumber invoice reimbursed to me.Desired Settlement: $219 reimbursed to me for plumber invoice. I have this bill because of their negligence.

Business

Response:

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.

[redacted] and [redacted] did a great job. Very professional and thorough!

Review: I scheduled an appointment for Stanley Steemer to clean the carpet in my home. In addition to cleaning, I requested they deodorize the carpet in the family room due to a pet odor. The technicians claimed it would take 3 to 4 days to get rid of the odor. After that time, I called Stanley Steemer and spoke with a Customer Service Representative. I explained to her the deodorizer did not work because the odor was still strong. I requested a partial refund due to the fact that the deodorizer did not resolve the pet odor issue. She said I would most likely not receive a refund. I told her I am not asking for a complete refund of $330, I am just asking for a partial refund for the deodorizer part that did not work. She said she would relay my concern to management. Eventually, someone from management would call. No one called. All I want is a partial refund! I am not impressed with their service. There was a spot in the master bedroom and kids bedroom that remained as well.Desired Settlement: Refund

Business

Response:

Our normal protocol for a customer issue or service issue is to be given an opportunity to correct the issue. This is typically done by scheduling a courtesy call at which point a Stanley Steemer representative will go out to the home and attempt to resolve the issue free of charge.

We called the [redacted] household on 3/10/2014 and 3/13/2014 leaving a voicemail both times. On 3/14/2014 we called the [redacted] household at which point he answered, Mr. [redacted] explained his concern. After hearing his concern we offered to return to the home free of charge at a convenient time to which he refused to let a representative return to his home to effectively resolve the issue. Given that his main concern was an odor issue sometimes a second application is required. He immediately insisted that a refund was in order and that would be the only way this issue would be resolved. We offered to refund $27.00 as that is what he paid for the deodorizer which he again declined to accept. Mr. [redacted] stated that the only way this issue would be resolved is if Stanley Steemer refunded between $100-$150.00. We explained that we could not refund that amount of money for the issue he described. Mr. [redacted] again stated that was not acceptable.

Since this discussion we have called and again left another message on 3/21/2014, which he has not returned our call as of 3/25/2014.

Stanley Steemer-Madison

2834 Agriculture Dr.

Madison, WI 53718

Operations Manager

Phone: 1-800-783-3637 ext.4148

Fax: 1-608-222-4721

I have had a very negative and disappointing experience with this Stanley Steemer. I had my carpets cleaned on 5/30/14. When the 2 guys got there, they told me they didn't move beds (all the website said was that they didn't move water beds). The guys then watched me move my queen sized bed into the bathroom. They took less than 1 hour to clean three large areas and a stairway. They were unable to get a signal to run my debit card, so I gave them a check. After the carpets dried, I could not even tell they had been cleaned, so I had to call, waste another day, AND move all my furniture again for them to correct the bad job. On 6/17 I was paying bills and noticed my check book wouldn't balance. After spending more time, I was able to determine that they cashed my check on 6/3 AND my debit card also ran on 5/31. I called to complain and was told a manager would contact me in 48 hours. 48 hours later, I called them and a manager still wasn't available. When a manager contacted me and left a message, he said my account had already been credited on 6/5. I contacted my credit union who verified my account was never credited. I left the manager another message letting him know that and that I would like it done by the end of the day or I would complain to the Revdex.com. He left me another message insisting my account had been credited, that he had a receipt, and was then very sarcastic with me about my complaint. He left the last 4 digits of the credited account. IT WAS NOT MY ACCOUNT. I called and left another message ([redacted] is apparently very busy) letting him know they credited the WRONG ACCOUNT. He called back a few hours later apologetically letting me know they would be crediting the correct account but it will take 5-10 DAYS for it to go through. They have had my money for 20 days already, and now I have to wait an additional 5-10 days. I am completely shocked at their lack of concern for quality workmanship, competent staff, and REALLY LOUSY customer service. I know they came back and cleaned my carpets, but I have had to invest an unreasonable amount of time just trying to get them to do their jobs.

Review: I hired Stanley Steemer because they offered a “deep cleaning” service for hardwood floors. Their website states, “Call Stanley Steemer to extract the dirt from deep within your hardwood floors.” The website further says, “It’s not hard to return that ‘like new’ luster to your wooden floors. Just call Stanley Steemer—the people who wrote the book on clean.” So I did call Stanley Steemer on July **, 2013 and I spoke with a female representative. I explained to her my situation and she assured me that their wood cleaning service will clean and remove all the deep dirt and stains on my wood floors. She called me back later on that day and I scheduled a service appointment for Thursday, July ** between the hours of 10am and 1pm for hardwood floor cleaning for 3 rooms and 1 hallway, and also a tile and grout cleaning for the bathroom floor. I called back on July ** to remove 1 room from the order and when I spoke to this new female representative I, once again, reiterated my concern about the floor and the need for a deep clean and this second customer service representative assured me not to worry and that the cleaning crew would assess the job before beginning and not proceed if they could not meet my needs. A two-man cleaning crew came; their names were [redacted] and [redacted], with [redacted] being the one in charge of the two. I expressed my concern to [redacted] before beginning and he said their machine can do the job. After [redacted] completed the cleaning of the living and dining room, I inspected the floor and was unhappy. Their were still visible dirt streaks and dark discoloration along numerous tiles. I took a soft-cloth cleaning wipe and pressed hard against the wood tile; as I cleaned the tile with the cloth, it became black indicating that the tile was still dirty but in the process, the tile was now clean with no marks or discolorations. [redacted] then instructed [redacted] to do a second pass with the machine. After the second pass, there were still tiles with marks and discolorations and, again, I showed them with the cleaning cloth that the tile did not have a deep clean. [redacted] then said that they could not do another pass that they would damage the floor and [redacted] said there’s no machine that would clean the floor the way I desired. [redacted] was well aware that I was unhappy and unsatisfied with the wood floor cleaning, but still he insisted after the second pass and later before he left that the maintenance seal should be placed. I said no each time, explaining that why would I seal the floor if it were still dirty and not clean the way I wanted it to be. I was truly irked. Meanwhile, [redacted] was performing the cleaning of the tile and grout of my bathroom. Now, the grout between all the tiles in the bathroom was white. His machine damaged the grout and discolored it, leaving many sections black. [redacted] offered to do the color seal free of charge to restore the grout to its original color. For some reason, he did not have the white color seal in his van and I—not wanting it to leave it discolored—said he could use the grey. He unsuccessfully was able to apply the color seal and left the grout a hodgepodge of gray and white. [redacted] removed the maintenance coat charges from the original service quote, but left it on for the entryway/hallway, so I was initially charged $327.02 and then he had to call again for the office to reimburse me $25.00 for the incorrect maintenance charge, further wasting my time and aggravating me. Immediately after the cleaning crew left, I called Stanley Steemer to inform them about what had transpired and to make known my dissatisfaction and unhappiness. The female representative offered to send another crew, but I immediately said no, for why would I say yes when the first crew indicated that another pass by their machine would damage the wood floors. She then said that a manager would call me within 1 to 3 business days to discuss the matter—this was Thursday, July **. I waited until Tuesday, July ** for a manager to call, which never happened, so I then called Stanley Steemer that day at 4:50pm. I spoke to a male customer service representative, which said that a manager had called earlier that day and left me a voicemail; I never received a call that day nor a voicemail, which has never been an issue on my iPhone 5. Then I was connected to the manager (or supervisor) Michael. He offered to send another crew and I immediately said no again. During that phone call, it seemed like he was making excuses and trying to justify what happened and I explicitly told him that I wanted a full refund and that I would be contacting the Revdex.com if that were not to happen. Then he said he would like to personally come by to see what happened, so we arranged for him to come at Friday, July 26 between 3pm and 4pm. Michael then arrived on Friday, July ** at 3:25pm. He said the floor looked clean, which was obvious, for I had cleaned the floors before the cleaning crew had came that day—I wanted a deep clean, not just a superficial surface clean, which was what their service amounted to. When I showed him with the cleaning cloth what I meant, he said that the cloth was removing the finish and that their service cleans the floors in a safe manner. But then why would the crew before they began assure me that they could indeed clean the floor to my standard? Michael then inspected the bathroom floor and claimed that the material between the tiles was not grout but plaster and that none of the cleaning crews are trained to recognized that and that there was nothing he could do to fix the floor to its original state. He said he could only offer a partial refund of $195.02, for the minimum job charge was a $100. So that left me still having paid a $107.00 for a damaged bathroom floor and an apartment of superficially cleaned wood floors. I accepted the $195.02 refund, but I expressed to Michael that I would contact the Revdex.com if I did not receive a full refund, for I was zero percent satisfied with their service and beyond displeased with everything that had transpired. Now, the Stanley Steemer website, specifically in their FAQ section, states: “How do you clean hardwood floors? Regular mopping just doesn’t reach the stubborn dirt that lies deep in the pores of your hardwood, but our cleaning process does. This process includes an initial vacuuming of the areas to remove any loose dirt and debris, an auto scrubbing with an alkaline cleaner and then another auto scrubbing with a neutral cleaner to return the floor to its initial sheen. Edges are hand scrubbed, as are stairs.” I told Michael that the crew never vacuumed cleaned the floor prior to commencing the cleaning of the floors nor did they hand scrub any edges of the apartment; he had no response for this.Desired Settlement: I hope the Revdex.com can rectify this issue and that I can be refunded the remaining $107.00 from Stanley Steemer.

Business

Response:

I would first of all thank the Revdex.com for bringing this complaint to Stanley Steemer's attention. We spoke to Mr. [redacted] concerning the complaint he had brought forward. We came to a resolution with Mr. [redacted] regarding the complaint that he was pleased with. Once again I thank you for bringing this situation to our attention so we could take care of our customer.

Consumer

Response:

[redacted]:

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. I finally received the $107.00 refund back on to my credit card on Wednesday, August **, 2013. (The transaction date for the refund, as noted on my credit card statement, was actually on Tuesday, 8/**/2013). I also finally received an e-mailed receipt for the refund from [redacted] via e-mail on Monday, August **, 2013.

Sincerely,

I called Stanley cleaners and asked if they would cover my hardwood floor's . I was having my upstairs bedrooms cleaned. The rep over the phone assured me that my floors would be covered before they brought in their equipment . That didn't happen . Had Stanley's cleaners been truthful with me I would have not use their services I wanted my wood floors covered. When I called Stanley cleaners regarding my floors not being covered I was told by Kyle on the phone that in the city of Milwaukee they did not cover the floors but only covered them in the suburbs. I asked to speak with the manager Mr. Neil [redacted] who said I was given me miss information. The guy who cleaned my carpets said that he does cover floors.The only conclusion that I can draw from this is that I live in the city of Milwaukee therefore my request was not honored or put on my work order. City residents gets inferior service from Stanley cleaners. Residents of Milwaukee should not be using Stanley cleaners services

Review: I had my wool carpet cleaned at my apt. on April [redacted] for $202.95. Immediately after the cleaning, I noticed that all 4 sides of the carpet were buckled. I contacted Stanley Steemer and spoke with [redacted]. She and I exchanged several emails and photos of the carpet (I have this correspondence). She kept insisting a manager would get back to me and no one did. Finally, someone got back to me weeks later, but it was the wrong manager apparently. He was not the manager of the Westchester area. They kept promising me that the correct manager would contact me and I waited weeks for this to occur. After several phone calls from me, finally I was put in contact with [redacted]. He said they would come and pick up my carpet and fix it then get it back to me. It is now June [redacted] and I have no carpet! I spoke with [redacted] several times, who told me that my carpet would be returned two weeks ago on a Saturday. He have me a three hour window and said my carpet was all cleaned and repaired. I waited that day and no one showed with the carpet. I called [redacted] four more times and left messages-he never got back to me to explain. After 6:00 pm the following week, I heard from an employee from Stanley Steemer (not [redacted]) who left me a 3 second voicemail to call 1-800-Steemer. I called the following day and spoke with a woman who put me in contact with [redacted]. He told me that they must have given him false information at the cleaning station. When asked why he did not call me to let me know my rug would not be delivered, he had not explanation. I told him that is was not months later, and I still have no carpet and I would like my money back or would be writing a review. He told me that I could do that and he thinks that he has done enough for me by offereing me $99.00 off my next cleaning, but would have his boss call me. I have not heard from anyone. I am now two months without a carpet, no one has contacted me to explain, and I would like my money back for this horrendous treatment. I intend on contacting cooperate if my money is not returned and making an official small claims court order if this is not rectified and my rug and my money are not returned. Thank you.Desired Settlement: I want my repaired carpet returned to me and the $202.95 for the terrible service that I received. Thank you.

Review: On July *, 2013 I submitted an invoice to Stanley Steemer for repairs made to granite flooring on the lower level of my home in Stamford, CT. The damage was caused by Stanley Steemer employees who spilled bottle of cleaner during an appointment to have an area of carpet cleaned. The spilled bottle went unnoticed and I found the open bottle after the technicians had left. I called the 800 number and the technicians were sent back. They soaked the floor with water and told me to wait for it to dry. The floor never looked dry – it was stained. [redacted] of the Port Chester, NY location came out to view the damage. He assured me that they would take responsibility for the damage.

I sent the invoice to [redacted] and provided all additional information he requested including pictures of the completed repair. During a telephone conversation he gave me a difficult time by pointing out that I had not obtained three estimates to submit to Corporate for approval before proceeding with the repair. I informed him that neither he nor anyone else had advised me of this process. He has since ignored my email requests for a status update on this issue.

Since [redacted] would not respond, on November **, 2013 I called [redacted] and spoke with [redacted] at [redacted], requesting that this be handed at a corporate level. [redacted] said that he would be forwarding this issue to [redacted] Carson and that [redacted] would be in touch soon. On January *, 2014 I still had not heard from [redacted] or anyone else from Stanley Steemer, so I called [redacted] again. He said the Port Chester branch had tried contacting me. However, I had received no emails or voicemails from them. [redacted] Carson called me shortly after I spoke with [redacted]. On this day, I was offered partial reimbursement for the repair invoice (after six months of waiting). When I declined the partial reimbursement, I was told it would be sent to Stanley Steemer’s insurance company to be handled. [redacted] said I should hear from them within a week. However, another month has gone by and again, I have not heard from anyone on this issue. I’ve also heard plenty of stalling and excuses – I’ve been told that an effort was made to contact the individual who did the repair work, but they have not been able to get in touch with him, that the only address found was a residential address, and that “he doesn’t exist”. There were also comments made about the fact that he didn’t .pdf the invoice before he sent it to me. In response to the comments above I asked if it was thought that my reimbursement request was fraudulent. The answer I received was “no”. At the end of the day, it was Stanley Steemer who came into my home and caused this damage and the respectful action for them would be to pay me for the damage they caused.Desired Settlement: I am requesting a written explanation AND reimbursement for damage.

Explanation should include the following:

1. Why ** chose to ignore multiple email inquiries for a status update on the reimbursement request?

2. A detailed explanation as to why it seems no effort [redacted] made to rectify this situation in the six months prior to my calling the 800 number. And why after seven months this is still not resolved?

All future correspondence should be via email.

Consumer

Response:

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

Sincerely,

Review: I have a one year work order/contract for repeated carpet cleaning services (every three months). The service was ordered and scheduled for 07/19/2014 at 8AM. They did not arrive. I called back at approximately 11AM and spoke with [redacted] of the Columbus Call center. He said that he had record of the 1 year contract but no record of the service being scheduled for 07/19/14. We rescheduled the service call to arrive between 1 and 3PM. He asked if I wanted any additional services. I said no. He was to notate the account as I would not be present at the time of service, but that I would have someone at the house to allow them entry. As the service is already paid for there should have been no issue. The technicians did not arrive until after 4PM. Upon departure I was informed that they had asked to be allowed to perform additional services. I am being charged for 160USD upcharges that I specifically told [redacted] I did not want. [redacted] did not notate the account. I called the customer service line and spoke with [redacted] and eventually her supervisor [redacted] Overstreet. [redacted] threatened to call the Sheriff. I said go right ahead. I have never had such poor customer service from a supervisor. The technicians ([redacted] and his partner) were professional and amiable. The service is a quality service. I however do not like the bait and switch and I will not pay for services that were added as an upcharge after I specifically stated that I did not want them. [redacted]'s behavior and threats were ridiculous. I believe in customer service and dealing with reputable companies. Had I worked with her the last time they were in my home they would never have been invited to return. I now have another 3 cleaning sessions to schedule that I have already paid for and I am loathe to have them here in my home.Desired Settlement: I want the upcharge cancelled. I want [redacted] reprimanded.I want [redacted] and his partner compensated for their serviceI want someone to stop the bait and switch upcharge practices of the call center.

Business

Response:

[redacted]

I was made aware of this situation and already made a phone call to [redacted] prior to receiving the Revdex.com complaint information. Throughout the nation we have a very strong reputation and we truly believe in customer service. After investigating the whole entire situation through conversation with [redacted], conversation with my crew, and listening to the phone calls that [redacted] made to the call center, I feel like we did make mistakes along the way. I had a long discussion with [redacted] and we agreed to move forward together and we scheduled her next cleaning to ensure it was entered properly. The upcharge has been cancelled, the crew will be fully compensated for their services, and all information from my investigation has been passed onto [redacted]'s manager for review. All incidents and complaints to particular employees are handled internally and are confidential, however I did assure [redacted] that we do take all complaints seriously and they are all addressed. Thank you,

Branch Manager

Stanley Steemer of Milwaukee

Review: On 11/**, I requested that Stanley Steamers cleaned my sectional. I informed the representative over the phone that I also needed a deodorizer since I recently had a dog that used the bathroom on my couch. I was informed that there is a $300 minimum to service the coach, since I lived in Manhattan. The representative stated that I could pay the $300 or have other things serviced within my home. I informed the representative that I have an area rug and ottoman that I can add.Once technicians arrived [redacted] and [redacted] asked if there were any stains on the couch and I informed there was not any visible stains, but I had a dog that urinated on the couch. [redacted] then asked what type of dog was it and I informed yorkie which he then confirmed that its fine, he wanted to know if it was larger dog because that would be harder to clean. In the process of cleaning my area rug, [redacted] informed me that the machines that are brought to the house can only steam clean the rug and that the stains on the rug wont come out from them cleaning in the home. After the couch dried that evening, I could immediately smell that the couch was not cleaned/deodorizer properly. I called and requested that technicians are sent out again to deodorize.Once technicians came I informed them of my issue and asked if they can just go by the coach and immediately informed me that they were able to smell that the dog urinated. Within a half hour, the two technicians deodorized the coach and then left. They informed me that, that should take care of the smell and if not to call back so that they will be able to deodorize again. Weeks later, the coach still smells with a throw over it. I cant sit on the couch for long periods of time as I begin to have headaches from the nauseating smell. On 12/[redacted]called to speak with [redacted]. I was told a [redacted] would call in 24-48hrs. I have called and left two messages for [redacted]) and one for Paul Pearson today 12/**and have yet to receive a call back from anyone.Desired Settlement: For Stanley Steamers to send a technician to complete job, by thoroughly deodorizing sectional(at no additional cost)along with a deodorizer refund in the amount of $91.46($84 plus tax)for inconvenience. Inconvenience includes: inhaling nauseating dog urine daily, causing headaches(health). Multiple calls to Stanley Steamers and messages ,24-48hrs hours for returned call not fulfilled(over 72 hours).Cleaning requested before holidays for planned guest. Can not entertain in nauseating room.

Business

Response:

This letter was received on Dec. [redacted]. Both [redacted]that [redacted]tried to contact were on Vacation. [redacted]) called [redacted]back the same day the he received the letter. We explained that some urine needs to be treated more than once and we would be glad to come back out. He scheduled another cleaning for 1-**-14. We will have a senior crew there to help Tamika with any information she might need and further recommendations for the sofa. We have also credited her back for the cost of the Deodorizer. $92 was credited back to her on Dec **.

Review: I received a couch cleaning full service (with deodorizer and protection cleaning) for $300 3 weeks ago and after a 15 min (literally) cleaning I was told by the workers that the smell will come back, and was offered to buy a $17 product to put on the couch when it did.

Neither the smell nor the stains in question came out. In fact, the material on the couch loosened up because of the cleaning itself.

I called customer service immediately and as always, was told the call would be recorded (so you can verify everything in their records).

Customer service understood my complaint and told me the cleaning should never have only been 15 minutes, and I shouldn't have been tried to sold an extra product, or told the smell would come back.

I asked for a refund unless the job could be done over and the results guaranteed.

The customer service rep said she would send another more experienced team and they would assess the couch. If they didn't think they could do any better, a refund would be processed. If they did. it would be free of charge. If it still failed to clean the couch, a refund would be issued.

All I was asking for is to have the work done as promised, or reimburse, and the representative agreed.

When the next crew came I wasn't there, only my girlfriend. The crew did NOT do an assessment as to whether they could completely fix it, rather just went to work on it immediately. Now, the original stains are less, but still very much there, and there are NEW stains and spots present since the 2nd cleaning.

The smell is better but still present.

So I called back to tell them this and ask for the refund, and the [redacted] at the [redacted] office said no representative has the ability to offer a refund,

and the only thing possible is to send a 3rd team to clean the couch, or he could come personally and assess it.

Having a 3rd team do what 2 others could not, makes no sense.

Having a [redacted] come out and look at it, makes no sense to me now either, even though I took him up on the offer.

He was also defensive and did not treat me well on the phone when I called.

Since an employee of SS is recorded having told me I would get a full refund if the couch wasn't , that is what I expect, even if it is not protocol.

It doesn't matter.

That is what I was told by a company representative, recorded, and that is what they must stick to.Desired Settlement: A full refund of the initial charges of $300 as promised to me, on a recorded call, by a Stanley Steemer customer service representative.

Consumer

Response:

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

Review: On June **. 2015 Stanley Steemer removed 5 area rugs from my home for cleaning. Four weeks later they delivered 5 rugs to me but one rug was clearly not mine - mine was a 5 X 8 persian wool and they delivered a 9 X 12 rug. A week later they redelivered another rug which was also 9 X 12 and not persian! I have spoken to the branch manager several times and even visited the store to try and resolve the issue. I filed a complaint with the main office ###-###-####, complaint # [redacted].Desired Settlement: I want my persion wool rug back and if lost I want reimbursement for the cleaning coost of that rug and replacement cost for the 5 X 8 persian wool rug.

Review: I made a appointment with Stanley Steemer to clean my parents carpets for Monday between 9-12. After 12 on Monday I called and was told my appt was for 10-1 and they were running late. 1:15 I called they said they would be there "soon" at 2:15, but they would call me when they are 30min away. 2:05 they show up with no warning call. My Grandmother and I were sitting on the porch and were able to hear the boys in the van yelling at each other. Once inside I told them I would like to make a change to my order. I told him my previous quote was little over $200 and he told me with my changes it would be $160. They then asked me where they could hookup their hoes outside so they could use our water and also where to drain the dirty water. They told us the van was too full from the previous jobs. Feeling very uneasy about these requests and the boys nonprofessional behaviors(leaving drinks on my moms furniture, calling each other names, telling my Grandmother about how they were friends but now prefer not to work together)I called my dad asking to him to come home early from work. I then called the Stanley Steemer office stating my frustration and concern. She told me they will send a manager out. The boys finished and packed up. The manager arrived and I re expressed my concern of the boys being careless in my parents house and lack of professionalism. He told me he would handle the boys and would return with the appropriate bill. The bill was $168.54 and written on it was everything I had ordered.Feeling deflated I paid the bill and they left. After talking to my family we were confused on what discount the manager had given me. I called the office and was told the boy had given me the wrong quote at $160, it should have been over $200 for my changes and $168.54 was the discounted price.To top it off! Today I noticed they had charged my credit card twice! I called the office AGAIN.The woman told me she is sorry they charged me twice and was currently in the processes of taking off the second charge.Desired Settlement: My Grandmother and I waited for over 5 hours, moved most of the furniture ourselves, my parents supplied the water and disposal of hopefully just our dirty water(and not the dirt from the other jobs),had to call for a manager to come keep the peace AND remind them that they charged my card TWICE! It is shocking to me that I am even asked to pay for anything! All I got from them is a little shampoo and someone to run the shampooer. I believe I should be refunded my OTHER charge of $168.54.

Review: On December **, 2012 representatives of [redacted] , steamed and waxed my hardwood floors .

later that evening I noticed wax blotches on the floor; filed a complaint with [redacted].

On December **, 2012 a representative visit my home to oversee my complaint , after failing to remove the blotches he noted a complimentary service would be granted once the blotches are no longer visible.

During the month of December 2013 I called to received my complimentary service, only to be told complimentary service is only giving within the first 30days of any service call. this was never explained to me before, also if that was the case [redacted] should have took full responsibility in removing the blotches after agreeing it was a accident on there behalf in December 2012.Desired Settlement: Please schedule my complimentary appointment as soon as possible , or give a full refund.

thanking you in advance