For over 20 years, Toronto Steam n Clean has been providing quality services to residential and commercial clients of all types. Our experience and attention to detail is the reason we are chosen by organizations such as Shoppers Drug Mart, University of Toronto, IDA Pharmacy, Medieval Times Restaurant, Remax, Royal Le Page, Robe read more...
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Two gentlemen came for a first visit late June. It looked great at first and stains starting coming up as the carpet dried out... over 30h after the time of their visit, while they mentioned 4 to 6h (they later mentioned 8 to 12 via email)
They then came for a 2nd visit, mentioned stains may sometimes come out after and they also pointed the wear of my carpet to justify the poor results. Again, it looked great again at first. And again, it took over 35h to dry and stains came out.
After that, I documented the issue and took a few days to weigh options as I didn't want another intrusive treatment given the outcome of the first two visits. Ultimately, I bought a Bissell Spotbot off Amazon for $200. It immediately made a huge difference. At that point, I reached out again as I was pretty disappointed that a $200 machine would do a better job than their $5,000 piece of equipment.
In a nutshell, they mentioned their 24h-window policy for complaints and that they already made us a "favour" by coming for a 2nd visit given our "delayed" complaint.
Now, it did take over 35h for our carpet to dry out both times so there was no way we could meet the deadline. It also dried out over night the second day, leaving us little chance to vacuum the crystals and assess the service until we came back from work over two days later. On top of that, their policy only guarantees a follow up visit and I wasn't keen anyway on getting a 3rd visit given how disruptive and intrusive the first two were. It also left my wooden staircase wet for about 4 days within 2 weeks, which may have caused lasting damages.
Regarding their communications, Asaad was consistently full of contempt, snarky and took no accountability. He kept pointing back to the 24h policy.
He even shared a before and after picture to make a point that our carpet was extremely dirty before, except that the "before" was taken after their first visit, not before. In a nutshell, they were using the stains they created and that weren't here before as a benchmark.
The "after" is interesting too as it was taken minutes after cleaning, while they told us several times that it can take hours for stains to come out as it did. It doesn't get any more dishonest and unprofessional than that.
After sharing the results from our Bissell machine, here was their response: "If you find your machine works better you are of course free to do so but that does not mean it is the correct way of doing it despite the end result". I bought a machine to make my stairs look clean and it did, while their professional piece of equipment didn't but I should trust that their way of doing it is the right way despite making it look worse.
Spare yourself the trouble and spend that money on a Bissell device or another service provider, based on my experience.
Thank you for taking the time to write your review.
We would like to address the inconsistencies in your review, and share the accurate information. First and foremost this is not our customer, I assume you are the roommate of our customer so this is a bit surprising all things considered.
We track all of our operations for situations such as this. The first appointment our technicians spent 46 minutes on site and on the second visit our technicians spent 76 minutes. For two stair sets this a much longer time than average but our technicians wanted to ensure our client was happy especially this being the second visit. In addition to time tracking we also always have our technicians take before and after pictures. This ensures if there are claims that's our technicians have "made carpets worse", we can provide picture proof that this isn't the case, as we did in this scenario. Your response, unfortunately, was that the lighting in the pictures was not to your liking. Readers please find the before and after pictures of both rounds of cleaning here: bit.ly/2TcQevH and here: bit.ly/2MMHlHY and make a judgement yourself.
Although we do have a 24-hour satisfaction guarantee, we were contacted over 72 hours after the service had been provided, with claims of dissatisfaction. Even if your carpets took 30+ hours to dry, we were not informed until nearly 3 days later. As you can imagine, there could be new stains made in this time, and we would have no way to verify that. However this is an irrelevant point on your part because despite the delay in notifying us we gave our customer the benefit of the doubt and re-booked her in for the areas she was not happy with.
As mentioned when we initially booked the appointment, and by our technicians, we cannot guarantee complete stain removal. In fact no professional company can. There simply are too many factors to consider such as the nature of the stain (ex. Wine vs. crayons), amount of time it has been present (ex. 3 days vs. 3 years), and the original colour and fabric of your carpet etc. Amongst other things we would not risk our IICRC accreditation to give you false information on dry times or our process. We have been in the business since 1995 and we do not need to make any such claims.
Despite your aggressive emails, bordering on threatening, we responded to you professionally, and within a reasonable amount of time. Regardless of our efforts it was clear your only intention was to have the service and your refund - you were not looking for a resolution.
Toronto Steam N' Clean has a TrustScore™ of 2.4. The average TrustScore™ for other businesses providing similar services in Toronto and the surrounding areas is 3.1. For detailed information on how TrustScore is calculated, click here.
The following elements are used to calculate TrustScore:
|Customer Reviews||Last 12 Months||All Time|
|Complaints Received||Last 12 Months||Last 3 Years|
|Suppliers & Creditors||0||0|
|Employees & Sub-Contractors||0||0|
|Posted License Information||Services listed by Toronto Steam N' Clean may not require a Trade License. Check local laws to confirm license requirements before hiring.|
|Posted Liability Insurance||Not yet provided|
|Posted Workers Compensation||Not yet provided|
|Social Media Profiles|
|Endorsed by Peers||Not yet endorsed|
|In Business Since||1995|
|Member of TrustedPros Since||2016|
TrustedPros does not validate certain information provided by contractors and vendors in conjunction with the creation or maintenance of their profile and we cannot endorse or guarantee the performance of any contractor. TrustScores are provided for informational purposes only. We urge you to use the TrustScore™ in conjunction with the tips provided in our Hiring Guide to maximize the probability of hiring the best professional for you project.
For over 20 years, Toronto Steam n Clean has been providing quality services to residential and commercial clients of all types. Our experience and attention to detail is the reason we are chosen by organizations such as Shoppers Drug Mart, University of Toronto, IDA Pharmacy, Medieval Times Restaurant, Remax, Royal Le Page, Roberts Gallery, Sotos Law Firm, Reitmans, Mark's Work Warehouse, Wilmar Heights Baptist Church, Salvation Army, and many more. We are able to guarantee satisfaction because we use top-level machinery and employees to make sure you get great results. Our company wont leave your home or business until were assured you are entirely satisfied. We have been in the business of putting smiles on our clients faces for over 20 years. Let us put a smile on yours today!
|Main contact(s)||Naeem Asaad|
|Listed with TrustedPros since:||2016|
|Warranty||Warranty details not yet provided|
|Accepts credit cards||Yes|
|24 Hour emergency service||Yes|
|Legal structure||Sole Proprietor|
|Licensing information||Services listed by Toronto Steam N' Clean may not require a Trade License. Check local laws to confirm license requirements before hiring.|
|Insurance information||Contact Toronto Steam N' Clean to request insurance details.|
Check local laws pertaining to license requirements and verify license and insurance details provided by the contractor prior to hiring.