Stanley Steemer

Did a fantastic job,

I contacted Stanley Steemer to inquire about cleaning 3 area rugs. I wanted to see if the rugs could even be cleaned because of the material (viscose), which is hard to clean and because of certain spots and stains on the rugs. The woman I spoke with said she'd send out a "senior" tech to assess the rugs and let me know if the rugs could be cleaned. If not, I planned to take my money and buy new rugs instead. I had a coupon which she said would be honored if the rugs could be cleaned for $205 each. Upon arrival of the Sr. Tech, he evaluated the rugs and was immediately confident the rugs could all be cleaned. He said things like, "Yeah, they'll definitely be able to get these out" and "They'll look like new when you get them back." He explained a lengthy cleaning process. He also told me never to get an estimate when I make an appointment because then he can't give me any good deals when he comes out. He proceeded to mention, he'd play with the numbers and see what he could do. The result was he charged me an additional $30+ dollars on top of the $205/each for deodorization, which was supposed to be included in the $205. In hindsight, this all should have been a red flag. However, I let them take the rugs because they seemed so confident in the result. Upon return of the rugs, I was extremely disappointed and expressed that they all looked exactly the same. The spots and stains were still present. All they could do was say they were sorry I wasn't happy. They also said multiple times that I never should have let them take the rugs to be cleaned (despite the prior tech telling me they had to be removed to be cleaned). They said I paid way to much to have the rugs taken from the house and cleaned and that they could have cleaned the rugs 3 times in a year at the house (despite them being on hardwood floors) for the price I paid to have them cleaned. In other words, they were telling me that I made a terrible decision and wasted my money by following the previous "senior" tech's advice. Obviously this would irritate any customer, and the outcome with the rugs was equally disappointing. The professionalism, or lack thereof, shady business approach, and lack of ethics certainly confirmed for me that could never trust Stanley Steemer and will never use them again. Upon filing an incident report, I was contacted by James Brown who offered to come out to see the rugs. I pointed out the two I had the biggest concerns with, and he took pictures. He said he would need to take his pictures back to the office to discuss with others. He'd asked what I would like to see happen, and I explained that at a minimum I would like to be refunded for the two rugs that still looked terrible (approx. $430). In total for all 3 I spent over $600 to have them cleaned and that was with a coupon! After back and forth discussion later, the only thing James was willing to do was refund $100 for one, and clean another one the second time using a different process including peroxide and dying the rug. I expressed no only my concerns with the company's ethics, professionalism, and concern with their inability to deliver on the "promises" made by the first tech, so I certainly would have no faith in letting them try to clean the one rug again. Not to mention there was no guarantee they could make it look better. After telling me more than once he couldn't offer a refund on the second rug because he was offering a solution, I explained that spending the time and effort to have it picked up and removed probably costs more than just refunding my money. There was more back and forth and despite telling me there was no way he could refund it when there was a solution, he eventually did agree to refund $100. Interesting since he claimed he couldn't do a refund because there was a solution. In the end, after spending over $600 for rugs to be cleaned, I was refunded only $200 for the terrible cleaning of two of the three rugs. To say I'm disappointed would be an understatement, but regardless, I feel it's important to share my experience so that others can be forewarned about their business practices, ethics, and professionalism, so they know what to expect.

They cleaned three rooms.

They give satisfactory service. I had one or two minor complaints and they came back to fix it, I was satisfied.

I have a yearly contract with them. They are okay. They are not the greatest. I don?t know if I will use them as much in the future. I still have one more visit from them, after that I might start looking around for someone else. 

I was getting ready for a baby shower and moving furniture, and discovered that after all of the so called cleaning of the carpets they did, they didn?t move my couch. All of my side tables and chairs were moved out of the way so they could quickly and easily clean. I had asked them to move the couch and clean under there. The two of them could?ve easily pulled it out from the wall and cleaned underneath, but they didn?t. They just raised it up. When I pulled the couch out there was dirt. It clearly hadn?t been touched. They raised my couch to put the Styrofoam things underneath implying that they had cleaned under there. I called them back after the fact because I didn?t know it until I moved the couch out in preparation for the party. It looked a mess. 

On top of the fact that I have a Steinway piano in my house, and I specifically told every one of them, and none of them seem to remember, to please be careful around the piano. I asked them to clean off the legs when they get done spraying or scrubbing the floor because that will damage my piano. Inevitably, I will go back around and feel wetness. I don?t want that instrument damaged.

 I don?t think they pay attention to detail. They were cleaning it and putting this deodorizer on there as well as a dirt repellent. When I knew I was going to have people in the living room, they did all of those extra treatments. 

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Two people came out to do the work. It took them maybe an hour. The punctuality was good, everything was good.

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Very satisfied.

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Stanley Steamer sent 2 individuals to clean my carpet.  They were prompt and completed the job.  When they were about to leave, one worker asked to use my restroom.  Five minutes after they left, I found my toilet seat covered with urine (they had nerve to put the top seat down so I wouldn't see it).
I called the 1800 number and spoke to a customer service rep.  She seemed concern and said she would inform his manager and I should expect a call back.  Never received the phone call.   I guess after they clean your carpet, and leave a little something behind.

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I was satisfied with their service.  They were punctual.