Advanced Window Fashions, Inc.

WE did a follow up to reclean the carpets The customer understood what we could do, and what we could not do With this information ahead of the cleaning, the customer agreed to proceed, again We educate the customer as always of our cleaning methods before we continue, to insure communication of what we can and cannot do

We agreed to a refund for the tile and the grout, and did go back twice for additional cleaning, which was our agreement We understand that you are dissatisfied, however we did keep our portion of the agreement and must stand firm on our decision

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID ***.Please see attached document for Coit Services Guaranttee. It states Coit will reclean areas to our satisfaction. Which did not happen. We were not satisfied for the service that was provided due to the fact our carpets were still dirtyThis document clearly states we should be refunded our money that we paid for the service
Sincerely,
Deena ***

We will be refunding the customer's moneyApologies for the delay in responses, I only received notice yesterday when the certified mail letter arrivedThe person who usually handles these situations has been on vacationI will look into why when a call was made, it was not dealt with at that
pointI was unable to log on to the system to post our response In researching the issue and looking at our paperwork, we overlooked showing the discounted rate -our technician in the home did the math on his calculator and wrote down the after-discount price, without showing the savingsThis is not something we teach and we have spoken with him about itHe also should have completed a service check list to involve the customer in the cleaning process and show the value of the service completedHe did not fill this out eitherFor this not being done, the customer was not properly involved with the entire cleaning process, thus says "all that was done was air blown into ducts" Our advertising does state "minimum charges apply" with the discountThe discount goes down to a base minimum service rateIn air duct cleaning, that rate is a minimum service charge of $+ tax (which after discount averages to or total vent registers)This should have been explained in more detail to the customerIt was mentioned as the customer states the "vent" cost, but our service technician did not explain it properly enoughWe have spoken to him as well so this does not become a larger issue For this, we will refund the customer as we missed sharing the value and improper paperworkHowever, after speaking with the service technician, we will stand by the quality of work that was doneIf the customer would like an inspection of his system to assure the quality of work was to full certified standards, we will do soWe did not "just blow air" into the duct systemWe will stand by that loose contaminants from the duct work were extracted and removed from the system and in an inspection, the ducts are cleaned We apologize for the lack of communication from our technician and the improper paperwork procedures, and that justifies the refundIf the customer has any concerns about the quality of work done, we will offer a free inspection & in the event the customer is still not satisfied with the performance, we will offer a reclean as well

We have a schedule visit on March 20, to reclean and use our pet treatment. I personally ( Service Manager Randy *** ) will be making the visit to assure quality service will be performed

There is lots of miscommunication here This is and was a part job It was set up that way with Mrs*** The ***'s are to have grout repair done in the home After the repair was completed, we were to come back out and do a final detail cleaning on the hard
surface Mrs*** signed off on the invoice and scope of work as being satisfied with our work We have all the documentations and signatures we needed Mr*** wasn't home during the work We did set up an appointment to meet Mr*** at his home at pm The Operations Manager, Sales tech and myself were there at 12:pm sharp After minutes, we called Mr*** and he said we are late, so leave he has no time for us After about more minutes, Mr*** called our sales tech, Alan, and said get off his driveway or he was going to call the police This was really weird and uncalled for We took the time out of our day to drive over miles to visit him and could not get in to see the work or talk to him We believe someone was home at the time We offered at no charge to set up a detail cleaning 2nd stop AFTER they repair there grout We are not sure if they did any of the repairs Since then, we were waiting for Mr*** to call us on this

I am rejecting this response because:
They know exactly why I dont want anyone in In addition they have not requested to re enter the houseThey are just hoping I go away

copy of an email sent to me from Ms ***, our Accounting clerkThe check of agreement has been paidMrs *** cashed the check per agreement on 2/17/
Paid ck $2/17/
Jenni ***
Accounting Clerk
Coit Services
***copied and pasted from email

Initial Business Response /* (1000, 5, 2015/12/28) */
This is the first time I heard that we had a serious issue with Mrs***I tried calling her twice on Tuesday to understand her concernI knew on the day of the install, she wanted more off her billThe install tech was new to
installs and didnt know what was going onOur install tech on Wednesday 12/9/had chemo treatments and was too weak to workWe called Mrs*** and said sorry we must install next week when our tech returnsShe was ok with the following week thenWe did not inform her of the private issue of cancer to the tech, but said it was a personal natureWhen 12/16/came, he was still weak, so we sent another tech to do itWe always honor our committment and have high standards towards customer satisfactionMrs*** for some reason has changed her thinking about the extra week, but she was given $off her bill which was very generous by usWe provided excellent service with excellent resultsWe sometimes run into a situation where a customer feels they deserve more off the bill, for many reasons beyond our controlIn the end, our Office Manager ok'd the discount, not the deliver install tech, he cannot make that decisionWe will continue to reach out to her
Regards,
***
Service Manager - Coit Services
***copied and pasted from email
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */

Initial Business Response /* (1000, 5, 2015/10/23) */
We did send a full refund for services providedWe have called and attempted to speak with MrWilbur several times, but have been unable to connectPlease let us know if you have not yet gotten the refundThank you
***confirmed via
phone
Initial Consumer Rebuttal /* (2000, 6, 2015/10/23) */

I am rejecting this response because:We are not in agreement
with Coit’s responseOne, we did not reject the compensation offered for the damaged rugs, but simply asked for an explanationTwo, they did destroy a rug during the cleaning processAll rugs were unpackaged while the tech was here since this was the 2nd cleaning. The tech was aware how unhappy we were with the rugs once we saw them and had many excuses. It was the vacuum wasn’t working properly at a station, or the tech didn’t get the backing glued back on our rug because his station didn’t have glue, etcWe talked in length about the damaged rug and I felt he should have taken pictures and communicated my concerns back to management. This has been going on since December and Greg will not communicate with us in writing. Please see four attachments for pictures and more details on communications

I didnt hear or understand Mrs. [redacted] was unhappy with the reclean.  Our tech Santosh did both the cleaning and reclean and is an outstanding tech that our customers love.  We our sadden that she did not contact us first on this as we would have corrected it.  I tried to call her...

last week, and still waiting for a reply.

Yes, we did make a 3rd trip to the home of Mrs.[redacted]. Mr. [redacted] was not scheduled to return, due to circumstances out of my control, he returned with me, under my supervision. He is one of our best with the highest 5 star rating in customer satisfaction. Mrs. [redacted] was NOT home during this visit. I'm not sure how she was offended, but Mr. [redacted] was very professional and went right to work. We wanted to complete the work order to satisfy the customer so if Mr. [redacted] did not go we would have had to reschedule. A follow up was not needed as I spoke to Mrs. [redacted] on the phone for about 20 minutes to go over the entire process. I also explained to her why Mr. [redacted] was there. Yes we have a guarantee,...but if you look under that guarantee you will see the following statement…..”as determined by customary industry standards”…We have did our best to eliminate all pet stains and pet odor. The areas that we treated were sucessful. I did not see or detect any odor or stains. Petstains and pet odor will be eliminated in the areas that were treated to our knowledge. If for any reason the odor is coming from another area, dry wall, baseboards, furniture etc… the odor may remain. We did not find any odor or stain in the areas we treated. We bent over backwards to satisfy a customer with everything we have according to industry standards. We are making a 4th trip on Saturday March 31, 2018 8-9 am. To my best of knowledge there was nothing mentioned of an adjustment of anykind. Coit has been committed since 1950 to customer satisfaction. We understand not all carpet is made the same and not all stains will have the same outcome due to unknown stains and treated areas.

We are very concerned about Mr. [redacted]'s experience not being to his expectations.  We completed the carpet at $282.16, which there was no complaint or reclean done.  We completed the Air Ducts at $301.11, which there was a reclean done.  The Cleaning was done on 7/26/16.  The...

reclean of HVAC was done on 9/06/16, which is past our 30 day guarantee.  We still went ahead an did the recleaning because Mr. [redacted] stated he was out of town, so we made arrangements to satisfy a customer.  We have not heard anything since regarding a bad experience on the reclean of the Air Ducts.  Our goal has always been the same since 1950, which is to satisfy the customer.

We offered a refund for the cleaning.  The customer refused this offer.  We did not destroy or damage the area rugs.  We could not satisfy the customer in getting out the stains that were already in place.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Their claim that work was done prophet is false a air duct is not cleaned by blowing air into it that is all that was done.dirt is still in the system.

(The...

consumer indicated he/she DID NOT accept the response from the business.)
First of all I NEVER agreed to anything but a full refund for the very shoddy work that they did. They owe me a refund for payment of $710.32. On3e of the owners agreed to refund my money-Cathy [redacted]. They NEVER RE CLEANED anything, came out looked at it, and couldn't even figure out why the coating that was put on shower floor was not sticking. They had no idea even what that coating was!
I have NO IDEA of rest of work done in other services- what other services? A RACHEL is mentioned and I have NO IDEA of who that is.
Attached are several documents, and a copy of the check for $710.32 that they were paid for this very poor job.
They did not do the job as presented and they have a money back guarantee! Where is my money? (COIT 03102016.pdf)

I am rejecting this response because:I reject their response.  We were not out of town and they did not come reclean, additionally manager Randy [redacted] promised us a refund after sending them the photos several times.  We still have not received it or any communications from them or their hundred percent satisfaction promise.If they truly get ducts clean or actually did come reclean, which they did not, why did the real duct cleaning company that came later get so much debris out of the ducts? If we had been breathing what COIT loosened which was only part of total, we would've been sick all winter. I see lots of references online to their shoddy duct service so the reputation they refer to is not what they like us to think. We paid twice for this plus a lot of headaches so demand the refund that was promised us by Randy [redacted] and their Guarantee.

No, we are not sure why he does not want us to re-enter his home.  No, we...

do not want him to go away.  We have been in business since 1950 and we believe in taking care of the customer.  We are more than happy to reclean his airducts.  If he would return our calls and set up an appointment, we could then proceed to do the inspection and reclean.  We are open from 7am to 6pm Monday thur Friday.  ###-###-####

WE ARE CURRENTLY WORKING ON THIS ISSUE