Stanley Steemer Carpet Cleaner

A scheduler called me promptly. A schedule was set up. A great crew arrived on time and did a great job.

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They did the whole condo. We were initially pleased but she had some dissatisfaction about something. I think it was real quick.  They were very quick to respond. They were on time.

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They were over priced. One of the chairs they cleaned was a recliner. Recliners have springs underneath them but one of the springs broke. I don't think they broke it but they didn't tell me or my wife. They just took the broken spring and left it on the table. When I called them about it and spoke to the manager, it was like he didn't care. I don't care about them anymore and I will never use them again. If you are paying top dollar for a service, you should get excellent service. All they had to say was, hey listen when we moved the chair, the spring broke. It wasn't a big deal because I went to Lowe's, found a similar spring, and I put it on the chair myself. It was maybe $5 for the spring and I fixed the chair. It was just the point that the guys just left it on the table and didn't even tell us. The service man made it sound like they gave us a good deal on the price they charged us. I think that they are way over priced. Honestly, we haven't had the carpets cleaned since and so, I don't have another price to compare with. They don't have a very high rating according to Angie's List, not necessarily. I know their franchise. In Florida, we used Stanley Steamer and we didn't have any problems with them. In fact, they had ruined a couch, after they cleaned it, they took the color out of the couch. We spoke to the owner and he had the entire couch reupholstered. He came and looked at it, and said it was their fault and he took care of it. That is good service. We don't have a huge house and it is on one level. They were here an hour. $300 to clean carpeting and two recliners was definitely out of bargain. Afterwards, we checked Angie's List and we got some local carpet cleaners that have much higher ratings. Next time, we will use one of them.

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I stated I feel the cost factor should be Stanley Steemer  issue since we purchased from them and they hired  contracters (Gayln) in Johnson City Tn. I stated I would even pay a third of the cost.  Stanley Steemer said no, his boss would not let him do so and I called the contractors and the lady stated it was my cost.  I stated to Stanley Steemer I was sorry I ever did business with them.

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They did a good job.

IWe emailed back and forth to the company with the issues we had (Feb 20th)  had one concern ? we have never used a professional carpet cleaner before ? so do not have any previous experience with what to expect?.   The gentleman was very nice, an hour late, but nice?.   We were scheduled at 1-4pm? I got a call at 10am saying they were running early and did I want to schedule for 1pm? I said sure?  but at 1, I got a call they were running behind, and he would show up within an hour or so? So, we waited?. He arrived around 2:00-2:15?   We paid extra for the deodorizer since there was a little bit of pet smell in the living room?  He mentioned it would kill any smell in the room, so we went ahead and got it?  Well, the house is pretty much empty ? and I went back a week later (last Saturday) to do some more packing up of items and noticed as soon as I walked in, there was an odor inside?.    I guess we misunderstood when he said the deodorizer would get rid of any pet odors, etc. completely? Just a little disappointed with paying $114.00 to clean 2 rooms and it smells now (when there really wasn?t an odor before he arrived and now there is)? I plan on just taking my Bissell carpet cleaner over there this weekend and see if I can get rid of the odor?.    
 
From: Regina Holtzclaw [mailto:[email protected]] Sent: Wednesday, February 20, 2013 8:57 AM
To: Mathes, Trina D.  Subject: RE: Stanley Steemer Pricing / Info
 Dear Mrs. Mathes,
I am very sorry for all and any inconveniences you have experienced. With the deodorizer sometimes it can take a 2nd application. This of course is at no additional cost to you. What happens is the source of most odors such as pet
are caused from bacteria. Our deodorizer is an anti microbial or good live bacteria in put it in layman's terms. What it does is attack the source of the odor and actually do away with it. Sometimes it can require a repeat of the application of deodorizer. If you will let me know what day is good for you and if you prefer morning or afternoon I will get a crew out there to access your
situation and re deodorize and even re-clean if necessary to take care of this situation for you. Again I apologize, however I will have the situation corrected for you. Thank you for letting me know and thank you for using Stanley Steemer 
with Regards, Regina Holtzclaw  Office Manager
 They agreed to come out a second time for free to deodorize the carpet again a week later.   We scheduled Feb 23rd between 9am-1pm due to them being late the first time.  Thought we would get the early appt..   We waited all morning for them to call.  We got a call at 1:20 PM saying they were on their way.  After waiting ALL morning for them, we could not meet them due to another scheduling conflict... So, another day wasted.   We rescheduled again for March 2nd between 8-9am hoping to be the first customer.  They arrived around 9-9:30 and were there about 5 min to spray deodorizer.   We waited a few weeks to see if the smell would go away.  I contacted Stanley Steemer on March 25th with our concern of the pet odor still being rather strong and we couldn't understand why the 2 applications of deodorizer hadn't worked.  This was her email response that day:
I am not sure what is going on with this... I am so very sorry this has been such a tremendous problem for
you. I am going to refer your situation over to the main operations manager and see what his recommendations are! Again I am so very sorry for this situation and I honestly don't understand why this has not worked. I am going to make him aware of what is going on and see what he can offer to help this situation.  
With Regards, Regina Holtzclaw
Office Manager     [email protected]
423-246-9475
I have emailed her 2 times since this email on March 25th (April 3rd and April 30th) and I have not had ONE single response from the company.   Due to the odor in the carpet, we ended up having to rip out all the carpet in the house a few weeks ago.  We have never used a carpet cleaner before, and will never use them again.   So VERY disappointed with the slow service, lack of respect for our time, and now being completely ignored...  I have saved ALL the correspondence emails between myself and Ms. Holtzclaw.

I made the appointment online. Very convenient and very easy to do. We called to confirm the appointment, however, which I think should have been done from their end but was not. The cleaner showed up well with in the window of the appointment time. I walked him through where I wanted the carpet cleaned. This cleaner had been here about a year ago and is easy to work with. He brought a trainee with him and  both guys were very personable and professional. The cleaner revisited a spot or two, where I thought I saw shadows, with out making me feel like I was looking over his shoulder. (which I was). I didn't need him to do under my bigger furniture because he did that last time, but he did an excellent job of getting around all the pieces and did not miss a spot. He did not pressure me to add other services (like deodorizer), which I appreciate. I have a very old dog who has regular "accidents" and a young dog who is still in training, so my carpet gets beat up. I am very, very, happy with how it has turned out after being cleaned by this company. Also, it is a heavy Berber carpet, which is not easy to clean....but they do it and it looks really good when they're finished.

A The job was efficiently and professionally completed. the technicians were polite, and my furniure was carefully returned to the proper locations.  So  what's not  to like?  NOTHING!

The first and the second time they came out they did not do a good job. They were very rude.

Very prompt.  Worked quickly and efficiently.  Did a good job.  Some bad stains did not come out.  Cleaned up well and moved furniture where it was before.

They came when they said they would. They did a good job and cleaned my carpet thoroughly; it was far better than it was before they came. I would rate them highly.

Made the appointment on the company's website and was able to take advantage of an on-line coupon. Was called approximately half an hour before the technician (Shane) arrived. I was impressed with his professionalism and courtesy. The one room where we spend most of our time had several stains (many were there when we moved in) and he got them all out. Great work. (My 6yr old son said it looked like we moved into a new house.)

They have always done a good job for me.

They came in treated spot's and steam cleaned all the carpet in my entire home. I wanted in done prior to moving in. The gentlemen were friendly and helpful. They gave great tips and suggestions on how to care for the carpet. The price was bit of an ouch, but since I was doing the entire home...I went for quality and they did just that. I was happy with the overall service.

OVER ALL I AM HAPPY WITH THE JOB AND RESPONSE TO MY CONCERNS AND COMPLAINT. 2 cleaning visits were required to complete the job. I had specifically asked that several small spots of dog urine be pre-treated, which I was assured of when service ordered by phone and by service man on site. Upon completion, the spots appeared to be gone, however an unsual track, a shade lighter than my carpet went from the front door, down the hall, entering tv room, and bedroom. The track was wavy, about 1-1/2 inches wide. Operator said it was just a wear track in the carpet and would fade when dry. The track did not fade and the piddle spots came right back after carpet was dry. I called to complain and was very happy that Owner of business re-did the whole job much to my satisfaction a few days later.