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Business Profile

Carpet and Rug Cleaners

Stanley Steemer of Fort Wayne
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/27/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired Stanley steamer to perform floor cleaning in my home on 7/11/22 involving carpet cleaning, tile cleaning, and rug cleaning. Two employees from the company came in the time that was planned and were very pleasant to deal with. To clean 3 carpeted areas, three tile areas, and two area rugs, they were only in my home for about an hour. After they left and I looked over the work that was done, I noticed how poorly the tile floors had been cleaned. The area was soaked and it was obvious that some work was done there however, there was a lot of space, in each of the three ********** that had not been touched. There were clumps of dog hair behind the door, in corners, and around the perimeter under the cabinets. You can actually see a perimeter of dust where I had picked items up on the floor prior to them coming that had clearly never been touched. I contacted the company via their website and chatted with an individual that evening. They had offered a courtesy cleaning but that does not work with my schedule as I am expecting a baby very soon and was not happy with the service so did not with to juggle my schedule for them to return, I explained this to them. They then said they would send a note to the regional manager. After several days of not hearing from them, I contacted them through the website again and on 7/18/22, I was contacted by someone at the corporate level. They were sincere and courteous and explained that because this is a franchise, all disputes must go through the regional office and he stated that he would contact them to try to help progress things. Several days passed and I still hadnt heard anything so I sent another message through the website on 7/23/22. It is now 7/26/22 and I have yet to have any sort of contact from someone at a regional level. I am asking for the services to the tile floors to be refunded.

    Customer Answer

    Date: 09/22/2022

    I filed a complaint with you on 7/26/22 and have not received any communication regarding it other than the next day saying that it was sent to the company. I was just wanting to follow up on this as it has been nearly 2 months since filing. 

    Business Response

    Date: 04/18/2023

    The customer has been refunded and the issue has been resolved.

  • Initial Complaint

    Date:07/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Stanley Steamer came to my house. They sent untrained staff to my house. Their staff through their negligence damaged my front door and my kitchen cabinet. The kitchen cabinet was damaged. There was a huge chunk taken out of the cabinet. The hose that they ran through the house caused damaged to my front door. It caused the wood on the front door to split. There has been poor communication from the very start. It took a week before I was even able to reach anyone. This incident happened in May and there has still not been a resolution. They did take my cabinet door and they sanded it down and painted it. However when it was reinstalled there was a screw missing. The manager said he would come back to attach the missing screw He never came back and he never got back in touch with me. There has been absolutely no progress on getting my front door fixed. I just keep being told that he cant find anyone to do the work even though its been 2 months since this happened. This incident has not been treated as a priority. All communication has been initiated by me. I still have no real time line on when they are going to fix everything. At this point I dont believe they are going to fix it at all.

    Business Response

    Date: 07/14/2022

    As of 7/13/22 all concerns with the customer has been resolved and she was happy with all repairs. 

Stanley Steemer of Fort Wayne is BBB Accredited.

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