Stanley Steemer class action lawsuit overview:
- Who: Plaintiff Gregory Hofer filed a class action lawsuit against Stanley Steemer International Inc.
- Why: Stanley Steemer allegedly violated California law by failing to inform customers their customer service calls would be recorded and by failing to obtain their consent to being recorded.
- Where: The Stanley Steemer class action lawsuit was filed in California federal court.
A new Stanley Steemer class action lawsuit claims the cleaning service unlawfully monitored and recorded conversations between customers and customer service representatives without providing notice or obtaining consent from the customers.
Plaintiff Gregory Hofer says he placed a call to the Stanley Steemer customer service line on May 5 but was never notified the call was being recorded. Furthermore, he says he never consented to the recording.
He claims Stanley Steemer violates the California Invasion of Privacy Act by failing to notify consumers when it records its telephonic communications.
According to the Stanley Steemer class action lawsuit, the company has a customer service number for customers for inquiries, appointment scheduling and support for other issues. When dialing the number, a menu directs customers to the appropriate agent.
“When the customer-agent interaction begins, Stanley Steemer does not inform customers that the call is recorded, nor does it obtain the customer’s consent,” the Stanley Steemer class action lawsuit states.
Stanley Steemer class action says customers have reasonable privacy expectations
Because Stanley Steemer does not notify customers that their calls will be recorded, Hofer says they have a reasonable expectation of privacy regarding the information they divulge.
Stanley Steemer’s privacy policy and policy notices admit the company records calls with its customer service agents yet fails to notify customers or obtain their consent in violation of California law, Hofer says.
The Stanley Steemer class action lawsuit points to the company’s use of Genesys software, which allows companies to monitor and analyze customer service calls. Genesys reportedly promises its software records “100% of interactions without data loss.”
Additionally, Stanley Steemer uses Nextiva, a cloud-based Voice over Internet Protocol (VoIP) system, to manage its customer service calls. Nextiva reportedly touts the ability to “[s]ilently record any calls made through [its] telephone system,” according to the Stanley Steemer class action lawsuit.
Hofer filed the Stanley Steemer class action on behalf of a proposed class of individuals who participated in an inbound or outbound telephone or cell phone call with a Stanley Steemer agent while physically present in California.
Another Stanley Steemer class action lawsuit filed last year alleged the company failed to adequately safeguard customer data, leaving it vulnerable to a data breach disclosed in November.
Do you think companies should tell consumers when their phone calls may be recorded? Tell us what you think of the Stanley Steemer class action in the comments.
Hofer is represented by L. Timothy Fisher and Brittany S. Scott of Bursor & Fisher PA.
The Stanley Steemer class action lawsuit is Gregory Hofer v. Stanley Steemer International Inc., Case No. 3:24-cv-03167, in the U.S. District Court for the Northern District of California.
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