Initial Business Response /* (1000, 5, 2014/01/27) */
We did take down and clean the blinds for *** (in our system as ***) in November
The issue referred to as "shrinkage" by the customer is due to her entire apartment complex getting windows replaced
Window blinds do not shrink under any cleaning processWe are not responsible for shrinkage of blinds since no shrinkage occurredThey measure the exact same length as they were when we took them down
With the change in windows and window frames, the blinds did not fit as they did previously, thus a specialized hardware install was performed that had to be drilled into the framework that allowed the customer to best use the blinds in a new window in which they were not made to fit into
We have returned to the customers home based on her requests and previous complaints two times & she had a blind that needed repairs done through a specialist that is not a Coit EmployeeThe customer has the contact information for the repair specialist if she has complaints in that matter
For conduct the customer issued in her complaint, Coit is willing to reimburse $based on customer service short comingsThe remaining amount of the work order is for cleaning and installation which were done to industry standardsWe have verified the cleaning quality and the size of the current windows being different from the original windows which the blinds were originally created to fit into
Final Consumer Response /* (3000, 7, 2014/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The windows are the same size as the prior windows as can be proven by the Project Manager for Emerald GardensIt would be outrageous to think that residents would have to purchase new blinds
I have documentation that Coit damaged the blindsas they fit perfectly until Coit took them
To my knowledge I never requested a so called expert to look at the blindsThe individual sent to my home was at Coit's request not mineWe did take pictures of the damage as did the ***As stated before I had no contract with the ***, only with CoitThey also wanted me to pay for the repairs that was caused by Coit
There is a cotton ribbon running through the blinds, and cotton does shrink
Prior to Coit taking them for cleaning they fit perfectly on the NEW windowsWhen Coit took them they were already on the new windows
My next step is to file a complaint to Lori Swanson's office
I am also filing a complaint regarding the installer telling a story of sexual nature which made me feel very uncomfortable
I also plan to file a civil action, and Coit can tell their side in court, like hanging up on me numerous times, and someone named *** literally screaming in the phone stop calling they were not going to do anything for me.I called a total on times, and spoke to no one
If I file a civil claim, I will be asking for a full refund, and the cost of our new blinds which costed over $
They can refund my money, or take their chances in court and pay over $
(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 didThey owe me a refund for payment of $On3e of the owners agreed to refund my money-Cathy ***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 stickingThey 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 $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)
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 ***
Initial Business Response /* (1000, 5, 2014/04/08) */
*** *** did incur water damage in her basementDue to her carpet being berber it does shrink after drying out from being wet to the level it was in this particular caseThis process caused delaminationThe carpet did not stretch
back and needed to be seamedIn any situation of water damage on berber carpeting, seams will be noticeable after repairs (sometimes more or less depending on the specific situations)
Coit did make a cut to lift the carpet to more forward with the dryout, doing everything possible to save the original carpeting and maintain consistent appearanceWith the attempts to re-stretch the carpeting not being satisfactory, delimanation that occurred, and re-seams being noticable (as any berber repair would be, perhaps more obvious in this case than others) Coit has been working to do everything possible with the insurance company and the claim that was filed, to resolve the issueOur original intent was to dry the carpet and re-pad it, as this is always the optimistic goalThe statement in the consumer complaint that states "no replacement was necessary" was not to be taken as a commitment, but rather an optimistic goal of our intent
Our conversations have been with the insurance adjuster directly, who has been on "medical leave" as we were toldOur communication then went to the next supervisor and we are currently progressing with her
Without final approval on if, and to what extent of carpet replacement, the insurance company will help in this matter is still yet to be resolvedCoit cannot issue a formal response to the subject until confirmation is received from *** ***'s insurance company
We apologize for not being as consistent following up with phone calls, but our Restoration Department does have documentation of a consistent effort being put forth on our work with the insurance company to try and resolve the issue, even dating back before this complaint was filedWe do not want to issue a statement or commitment without confirmation of what our proposed solution will be
copy of an email sent to me from Ms [redacted], our Accounting clerk. The check of agreement has been paid. Mrs [redacted] cashed the check per agreement on 2/17/16
Paid ck 22406 $421.00 2/17/2016
Jenni [redacted]
Accounting Clerk
Coit Services...
Initial Business Response /* (1000, 7, 2014/04/15) */
Our "100% Satisfaction Guarantee" is written so Coit gains the opportunity to come back out to the customers home free of charge, and with no questions asked, to reclean any areas of concern. We understand results may not be perfect after...
the first cleaning, and a touch up of areas may be needed to deliver the best results.
We noticed [redacted] did not contact Coit back to reclean or rectify her concerns. Our Operations Manager contact [redacted] directly and met with her in her home to resolve the issue and rectify the situation. We also let [redacted] know she can call us in the office to schedule a reclean if a situation like this were to occur in the future.
Upon meeting with [redacted] we agreed to a partial refund.
Initial Business Response /* (1000, 5, 2014/03/31) */
This is the first time I have heard of [redacted]'s complaint. Our Guarantee states Coit [redacted] "Reclean" any areas of concern, "Repair" any damages caused by our cleaning process, "Refund" if we are unable to meet the satisfactions...
on a Reclean or are unable to Repair the damages. And "Rectify" the situation.
Upon discussing this with the cleaning specialist directly, the grout and tiles were stained by hard water deposits & rust. Staining is a permanent discoloration or damage to the grout or tiles. Spots or anything foreign to the tiles or grout that can be removed through a cleaning process.
Stains can still be clean, although their appearance may still look soiled due to the condition of the tiles & or grout.
In order to meet [redacted]'s expectations of her tile and grout appearance, the Stains would have to be removed and replaced. For tile this means removing and replacing the grouted area of concern or replacing the individual tiles. This is a repair service, not a cleaning service. The cost of repair & replacement would also run higher than the $187.03 for the cleaning.
Whereas our policy is to not refund a service where it was completed to standards, the miscommunication between the cleaning services Coit performed and the conflicting expectations of what a cleaning would provide was where the major concern lies.
The cleaning service we provided [redacted] with was indeed done, and was performed to standards. The service [redacted] feels should have been done was a restorative repair service, not a cleaning.
In order for [redacted] to have a satisfied result, repairs [redacted] need to be made. Another cleaning [redacted] not meet her expectations.
Since this was not properly shared with [redacted], we [redacted] refund the $187.03. We apologize that there was a misunderstanding between what a "Cleaning" would provide, as opposed to "Repair". We advise she invests the $187.03 into the repairs so she can be satisfied with the tile she has.
Our refund check [redacted] be issued and sent within 30 days of Today's date of March 31, 2014.
Business Response /* (1000, 14, 2014/05/05) */
Refunds are issued through our Phoenix location and I did follow up on this. The refund check was printed on Wednesday April 30th (Check #XXXXX) for $187.03. This would be verified based on the check when [redacted] receives it, which should be this week.
Initial Business Response /* (1000, 5, 2014/05/12) */
All our checks get processed through our Phoenix location. All the records and documents I have show that the refund check was issued on 4/30/14. Check #[redacted]
We apologize about a mis-communication of 10 days. Refund checks usually take...
between 10 and 30 days from when the paperwork gets sent in. If you were told within 10 days, that was incorrect information. I will discuss the matter directly with [redacted] to not give timelines without knowing the facts, his intentions were just to try and help.
We have issued the refund and our system shows the check has been printed so it should arrive shortly. We appreciate your patience in the matter and apologize again for delivering incorrect information of a 10 day window.
Initial Business Response /* (1000, 5, 2015/10/23) */
We did send a full refund for services provided. We have called and attempted to speak with Mr. Wilbur several times, but have been unable to connect. Please let us know if you have not yet gotten the refund. Thank...
We will be refunding the customer's money. Apologies for the delay in responses, I only received notice yesterday when the certified mail letter arrived. The person who usually handles...
these situations has been on vacation. I will look into why when a call was made, it was not dealt with at that point. I 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 savings. This is not something we teach and we have spoken with him about it. He also should have completed a service check list to involve the customer in the cleaning process and show the value of the service completed. He did not fill this out either. For 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 discount. The discount goes down to a base minimum service rate. In air duct cleaning, that rate is a minimum service charge of $250 + tax (which after discount averages to 13 or 14 total vent registers). This should have been explained in more detail to the customer. It was mentioned as the customer states the "14 vent" cost, but our service technician did not explain it properly enough. We 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 paperwork. However, after speaking with the service technician, we will stand by the quality of work that was done. If the customer would like an inspection of his system to assure the quality of work was to full certified standards, we will do so. We did not "just blow air" into the duct system. We 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 refund. If 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.
Initial Business Response /* (1000, 5, 2014/01/27) */
We did take down and clean the blinds for *** (in our system as ***) in November
The issue referred to as "shrinkage" by the customer is due to her entire apartment complex getting windows replaced
Window blinds do not shrink under any cleaning processWe are not responsible for shrinkage of blinds since no shrinkage occurredThey measure the exact same length as they were when we took them down
With the change in windows and window frames, the blinds did not fit as they did previously, thus a specialized hardware install was performed that had to be drilled into the framework that allowed the customer to best use the blinds in a new window in which they were not made to fit into
We have returned to the customers home based on her requests and previous complaints two times & she had a blind that needed repairs done through a specialist that is not a Coit EmployeeThe customer has the contact information for the repair specialist if she has complaints in that matter
For conduct the customer issued in her complaint, Coit is willing to reimburse $based on customer service short comingsThe remaining amount of the work order is for cleaning and installation which were done to industry standardsWe have verified the cleaning quality and the size of the current windows being different from the original windows which the blinds were originally created to fit into
Final Consumer Response /* (3000, 7, 2014/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The windows are the same size as the prior windows as can be proven by the Project Manager for Emerald GardensIt would be outrageous to think that residents would have to purchase new blinds
I have documentation that Coit damaged the blindsas they fit perfectly until Coit took them
To my knowledge I never requested a so called expert to look at the blindsThe individual sent to my home was at Coit's request not mineWe did take pictures of the damage as did the ***As stated before I had no contract with the ***, only with CoitThey also wanted me to pay for the repairs that was caused by Coit
There is a cotton ribbon running through the blinds, and cotton does shrink
Prior to Coit taking them for cleaning they fit perfectly on the NEW windowsWhen Coit took them they were already on the new windows
My next step is to file a complaint to Lori Swanson's office
I am also filing a complaint regarding the installer telling a story of sexual nature which made me feel very uncomfortable
I also plan to file a civil action, and Coit can tell their side in court, like hanging up on me numerous times, and someone named *** literally screaming in the phone stop calling they were not going to do anything for me.I called a total on times, and spoke to no one
If I file a civil claim, I will be asking for a full refund, and the cost of our new blinds which costed over $
They can refund my money, or take their chances in court and pay over $
(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 didThey owe me a refund for payment of $On3e of the owners agreed to refund my money-Cathy ***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 stickingThey 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 $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)
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 ***
Initial Business Response /* (1000, 5, 2014/04/08) */
*** *** did incur water damage in her basementDue to her carpet being berber it does shrink after drying out from being wet to the level it was in this particular caseThis process caused delaminationThe carpet did not stretch
back and needed to be seamedIn any situation of water damage on berber carpeting, seams will be noticeable after repairs (sometimes more or less depending on the specific situations)
Coit did make a cut to lift the carpet to more forward with the dryout, doing everything possible to save the original carpeting and maintain consistent appearanceWith the attempts to re-stretch the carpeting not being satisfactory, delimanation that occurred, and re-seams being noticable (as any berber repair would be, perhaps more obvious in this case than others) Coit has been working to do everything possible with the insurance company and the claim that was filed, to resolve the issueOur original intent was to dry the carpet and re-pad it, as this is always the optimistic goalThe statement in the consumer complaint that states "no replacement was necessary" was not to be taken as a commitment, but rather an optimistic goal of our intent
Our conversations have been with the insurance adjuster directly, who has been on "medical leave" as we were toldOur communication then went to the next supervisor and we are currently progressing with her
Without final approval on if, and to what extent of carpet replacement, the insurance company will help in this matter is still yet to be resolvedCoit cannot issue a formal response to the subject until confirmation is received from *** ***'s insurance company
We apologize for not being as consistent following up with phone calls, but our Restoration Department does have documentation of a consistent effort being put forth on our work with the insurance company to try and resolve the issue, even dating back before this complaint was filedWe do not want to issue a statement or commitment without confirmation of what our proposed solution will be
copy of an email sent to me from Ms [redacted], our Accounting clerk. The check of agreement has been paid. Mrs [redacted] cashed the check per agreement on 2/17/16
Paid ck 22406 $421.00 2/17/2016
Jenni [redacted]
Accounting Clerk
Coit Services...
[redacted]copied and pasted from email.
Initial Business Response /* (1000, 7, 2014/04/15) */
Our "100% Satisfaction Guarantee" is written so Coit gains the opportunity to come back out to the customers home free of charge, and with no questions asked, to reclean any areas of concern. We understand results may not be perfect after...
the first cleaning, and a touch up of areas may be needed to deliver the best results.
We noticed [redacted] did not contact Coit back to reclean or rectify her concerns. Our Operations Manager contact [redacted] directly and met with her in her home to resolve the issue and rectify the situation. We also let [redacted] know she can call us in the office to schedule a reclean if a situation like this were to occur in the future.
Upon meeting with [redacted] we agreed to a partial refund.
Initial Business Response /* (1000, 5, 2014/03/31) */
This is the first time I have heard of [redacted]'s complaint. Our Guarantee states Coit [redacted] "Reclean" any areas of concern, "Repair" any damages caused by our cleaning process, "Refund" if we are unable to meet the satisfactions...
on a Reclean or are unable to Repair the damages. And "Rectify" the situation.
Upon discussing this with the cleaning specialist directly, the grout and tiles were stained by hard water deposits & rust. Staining is a permanent discoloration or damage to the grout or tiles. Spots or anything foreign to the tiles or grout that can be removed through a cleaning process.
Stains can still be clean, although their appearance may still look soiled due to the condition of the tiles & or grout.
In order to meet [redacted]'s expectations of her tile and grout appearance, the Stains would have to be removed and replaced. For tile this means removing and replacing the grouted area of concern or replacing the individual tiles. This is a repair service, not a cleaning service. The cost of repair & replacement would also run higher than the $187.03 for the cleaning.
Whereas our policy is to not refund a service where it was completed to standards, the miscommunication between the cleaning services Coit performed and the conflicting expectations of what a cleaning would provide was where the major concern lies.
The cleaning service we provided [redacted] with was indeed done, and was performed to standards. The service [redacted] feels should have been done was a restorative repair service, not a cleaning.
In order for [redacted] to have a satisfied result, repairs [redacted] need to be made. Another cleaning [redacted] not meet her expectations.
Since this was not properly shared with [redacted], we [redacted] refund the $187.03. We apologize that there was a misunderstanding between what a "Cleaning" would provide, as opposed to "Repair". We advise she invests the $187.03 into the repairs so she can be satisfied with the tile she has.
Our refund check [redacted] be issued and sent within 30 days of Today's date of March 31, 2014.
Business Response /* (1000, 14, 2014/05/05) */
Refunds are issued through our Phoenix location and I did follow up on this. The refund check was printed on Wednesday April 30th (Check #XXXXX) for $187.03. This would be verified based on the check when [redacted] receives it, which should be this week.
Initial Business Response /* (1000, 5, 2014/05/12) */
All our checks get processed through our Phoenix location. All the records and documents I have show that the refund check was issued on 4/30/14. Check #[redacted]
We apologize about a mis-communication of 10 days. Refund checks usually take...
between 10 and 30 days from when the paperwork gets sent in. If you were told within 10 days, that was incorrect information. I will discuss the matter directly with [redacted] to not give timelines without knowing the facts, his intentions were just to try and help.
We have issued the refund and our system shows the check has been printed so it should arrive shortly. We appreciate your patience in the matter and apologize again for delivering incorrect information of a 10 day window.
Initial Business Response /* (1000, 5, 2015/10/23) */
We did send a full refund for services provided. We have called and attempted to speak with Mr. Wilbur several times, but have been unable to connect. Please let us know if you have not yet gotten the refund. Thank...
you.
[redacted]confirmed via phone.
Initial Consumer Rebuttal /* (2000, 6, 2015/10/23) */
We will be refunding the customer's money. Apologies for the delay in responses, I only received notice yesterday when the certified mail letter arrived. The person who usually handles...
these situations has been on vacation. I will look into why when a call was made, it was not dealt with at that point. I 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 savings. This is not something we teach and we have spoken with him about it. He also should have completed a service check list to involve the customer in the cleaning process and show the value of the service completed. He did not fill this out either. For 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 discount. The discount goes down to a base minimum service rate. In air duct cleaning, that rate is a minimum service charge of $250 + tax (which after discount averages to 13 or 14 total vent registers). This should have been explained in more detail to the customer. It was mentioned as the customer states the "14 vent" cost, but our service technician did not explain it properly enough. We 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 paperwork. However, after speaking with the service technician, we will stand by the quality of work that was done. If the customer would like an inspection of his system to assure the quality of work was to full certified standards, we will do so. We did not "just blow air" into the duct system. We 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 refund. If 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.