Stanley Steemer

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Stains were not removed, rug was stretched so edges are now uneven, they scratched the floor when taking the rug to be cleaned and have not repaired two months later.

I had bought like a prepaid four services for some price and so that was just the last of the prepaid ones, so I didn't pay anything at the time of service. I have three kids under four and they got out all the stains that they inflicted upon our carpets.

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They were recommended to me but I’ve been using them for a long time too. They always do a great job. I’ve never had to call them back and have them come back out and fix anything like fix a stain or anything. They always do a great job on the first time.

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They do a great job. In my opinion, they are very pricey. When I finish this contract, I might try somebody else, but Stanley Steemer has been cleaning my carpet for roughly thirty years. I am pretty comfortable with them. It is just that they keep going up on price. I got a coupon out of some mailers that I had that said three rooms for $99. When they got here, I gave them the coupon and they said that they do not use it for established customers. I was pretty pissed about that because nothing in that coupon says you cannot use it if you are an established customer. That was very misleading and shame on them. They price everything à la carte if you want the freshener or if you want the carpet protection. All of it is à la carte so it adds up big time. They are very responsive. Usually when I call them and make an appointment, they are out here within a day or so. They give you the arrival window which is also then a bit misleading. They say they are going to be there between 8 and 12. I got frustrated and called them at 12 and they were on their way, but that is not between 8 and 12. The service people are very professional. I am going to check prices. I do not know if I am going to keep using them. I have one more cleaning on my contract. Once that is done, I am going to inquire around. I always go on Angie’s List first because it is very useful.

They were here about a year ago.  They tried to up charge me and I don't like that.  They were trying to up charge me for painting the grout.  It was a good price.  They did a good job.  If they just asked but they repeated and I don't like that.  I would use them but as soon as they walked in the door I would say don't go there. 

Great, did a thorough job. They were careful of my wood floors. They tested the rugs to be sure that the colors wouldn't run. They did vacuumed one rug and did not steam it because it was not colorfast. I appreciated their professionalism.

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What stood out the most were their price and professionalism. Even the one time in the last five or six years that I have had a complaint they immediately came out and fixed it.

The cleaning went fine. They seemed to be very thorough. They came in and had the order to do only the carpet. They told me they would clean the tiles too on an extra charge and I agreed to it. They actually cleaned like 3 by 5 foot of the tiles to show me why it would be worth my extra money.

7/27 – Technicians, Jorge Falcon and Brandon and Brandon Banda,were scheduled to come out to clean time in the 2 ½ bathrooms, a large living room, kitchen, dining and media room, as well as the carpet in 3 bedrooms and a hallway upstairs. I was unable to be at the house but my son was there to let them in. I arrived at the house later in the afternoon to find that it looked like nothing had been done and to learn that it only took them 1 ½ hours. I called the company immediately at 3:37 and left a message. I had not heard back.

8/7 at 4:50 and I talked to a guy named Brian who put me through to voice mail so I left a message. I called back at 5:03 and talked to Brian explaining how upset I was about the situation and that no one had been in touch. I also asked Brian to please email or call the manager, Ray Grant, and have him give me a call.

8/8 Two guys showed up at my door at 3:30 in the afternoon and they said they were there to take a look at the work. They agreed that it was a terrible job and on top of that, the work had been done by their top salesperson. The guys said that Mr. Grant had told them to redo the work right then but I explained that it was too late in the afternoon and I had not been given any notice to be prepared. The guys went outside to talk to Mr. Grant and when they came back in they said that Mr. Grant told them that he would give me a refund. The guys were very surprised by that decision. I had three witnesses to them saying he would give me a refund and the guys left.

8/26 – I had not heard back about my refund so I called at 5:06 and talked to Brian again about not receiving my refund.

8/28 – 4:08 PM called the corporate office and left a detailed message.

8/29 @7:47AM called the corporate office again and left another message.

9/4 @4:31 PM called the corporate office again but no answer because it was after hours.

9/9 received an email from Ray Grant

Ms. XXXX,

Our records show that you scheduled a Redo on 8/8 and when the crew arrived ready to clean you told them that you would have to do it a month from then. I explained to the crew that unfortunately we do offer a 10 day guarantee and you called in before that deadline and we would honor the cleaning. I explained to the crew that I would be glad to re-clean anything that needed to be re-cleaned and offer you a $75 gift cert. I believe there were some misunderstanding regarding a refund. I noted your account to not book a redo but to contact me directly so that I could book the job and insure that you received your gift cert. If you have any questions please feel free to contact me.

We would be glad to come and re-clean what needs to be re-cleaned at your convenience.

Ray Grant

Austin Branch Manager

Stanley Steemer | 8023 Exchange Dr. | Austin, Tx 78754

P 512-933-0723 | F 512-927-7228

Everything in the email above is a lie. He never said any of those things. He never even talked to me. The first communication I had from him was this email and I have phone records to prove it.

I want the full refund of $608.91 that was promised to me.

So far so good. I like them so far. They did a good job.

Stanley Steemer isn't the cheapest carpet cleaning service in the area but they're the best that I've found and for that reason I continue to do business with them. I appreciate the online scheduling, the follow up email reminders and the prompt arrival of the friendly service crew who work efficiently. I also like that the service team leader will advise me of a more affordable special that is currently offered that perhaps I overlooked when I originally scheduled the appointment.

The service was fine. It did not come very clean. I'm not sure if that was because it was a wool carpet or if it was the cleaning.

They were timely and professional. Carpets look really good and smell even better!

They did a good job on the carpets again, and I would certainly recommend them to anyone.