ComplaintsforStanley Steemer Carpet Cleaner

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/13/2024 We should be allowed to give a very low rating. This company is not trustworthy. They not only do a poor job, but they also have the worst customer service I have ever experienced in my 43 years. They are condescending if you have a different opinion or a complaint. The word "lazy" does not even begin to describe them. They are extremely lazy on the job. They have no empathy or compassion. I explained my situation to two different supposed branch managers. A technician came to my home and spent less than 15 minutes. He dragged dirt onto my daughter's carpet and made it look worse than it was before. There was no follow-up with the customer. They did not follow up with the technician to see if he did a good job. Furthermore, both branch managers had the audacity to blame me for the situation, saying that if I had called them, they would have come back to fix the job. You would have to be incredibly foolish to think that I would allow you to return to my home to make a second attempt after failing the first time. *BE WARNED* This company lies about the kind of service they provide. They are a scam artist and does not like to return your money. You can buy a Bissell and do a better job. I would not recommend this company to anyone. They are clearly lacking intelligence and experience and should not be running a business.

  Business response

  06/21/2024

  Mrs. ********* scheduled a cleaning via our public website on May 30th. Immediately after scheduling the order, she received a text message confirmation via our Chatavise, our customer texting program (see attached PFD named "Nicole ********* - Chatavise" for conversation summary). Through the Chatavise text messaging program, Mrs. ********* communicated back and forth to reschedule her order multiple times as well and reviewing prices, etc... 
  In the end Mrs. ********* scheduled the work to be completed on May 13th with an arrival time of 8:00 am - 12:00 pm...

  Contrary to Mrs. *********'s claims that the technician only spent 15 minutes, we arrived 8:10 am CST and departed at 9:25 am CST (See attached screenshots of our GPS enabled dashcams).

  In Mrs. *********'s BBB Statement she stated "There was no follow up with the customer". However, at the completion of the job, Mrs. ********* received another text message via Chatavise stating  "Hey Nicole, thank you for using Stanley Steemer! How was your service? Please click the link to leave us feedback! ************************************** Text STOP to opt out of texting."Mrs. ********* not only received this message but responded with a "Positive Rating".... (see attached PFD named "Nicole ********* - Chatavise" for conversation summary)... On a side note, I attempted to attach the recorded call but the file is too large for the BBB portal. 

  Two days later, on May 15th, Mrs. ********* called our office to say the she was dissatisfied and wanted her money back. While trying to contact the local manager, the customer service representative offered to get another crew back our to her home to reclean any areas she was dissatisfied with. Mrs. *********, very firmly stated "NO, I do not want a REDO, I want my money back".... When the customer service representative let Mrs. ********* know that she had left a message with the manager and asked if he could call her back, she stated "There's really nothing to discuss.... I just want my money back".

  We do not offer full refunds based solely on a customers unverified claims. Mrs. ********* claims that the carpet is worse than before and I suspect if the flooring was truly in such bad shape she would have no opposition to having it re-cleaned at no charge. But her belief that her complaints alone warrant a full refund and her request for refund will go unfulfilled. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/9/2023 I contacted Stanley Steemer Carpet Cleaner to get a price for cleaning the carpet at our vacation home at ***** ********* Dr. Pensacola, Fl 32507. They sent me a quote and I agreed. Then they required payment before the work was done. I thought this was strange, but gave them a credit cards as payment. They were scheduled to clean on 1/13/2023. They showed up for 1 hour and 25 minutes and then left. We had our property manager go take a look at the carpet. Her exact words " It does not look like they have been here". My wife reminded me that we we used them previous year they had to come back a second time and still did not do a good job. I called the office to ask for a refund of my payment. I told Eric the manager that I was willing to pay a trip charge since they did come to the property. He said no refunds ever. We will come back. I refused and told him I was getting another carpet cleaning company. I have called the local office and contacted the corporate office. The corporate office reached out by email and asked for photos. I sent them on 2/14/2023 and was told that they would get back to me after they contacted the local franchise. As of today 2/27/2023 I have heard nothing from anyone.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩