Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ This is the first time I have heard of [redacted] 's complaintOur 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 damagesAnd "Rectify" the situation Upon discussing this with the cleaning specialist directly, the grout and tiles were stained by hard water deposits & rustStaining is a permanent discoloration or damage to the grout or tilesSpots 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 replacedFor tile this means removing and replacing the grouted area of concern or replacing the individual tilesThis is a repair service, not a cleaning serviceThe cost of repair & replacement would also run higher than the $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 standardsThe 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 madeAnother cleaning [redacted] not meet her expectations Since this was not properly shared with [redacted] , we [redacted] refund the $We apologize that there was a misunderstanding between what a "Cleaning" would provide, as opposed to "Repair"We advise she invests the $into the repairs so she can be satisfied with the tile she has Our refund check [redacted] be issued and sent within days of Today's date of March 31, Business Response / [redacted] (1000, 14, 2014/05/05) */ Refunds are issued through our Phoenix location and I did follow up on thisThe refund check was printed on Wednesday April 30th (Check #XXXXX) for $This would be verified based on the check when [redacted] receives it, which should be this week
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
Initial Business Response / [redacted] (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 / [redacted] (2000, 6, 2015/10/23) */
Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ This is the first time I have heard of [redacted] 's complaintOur 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 damagesAnd "Rectify" the situation Upon discussing this with the cleaning specialist directly, the grout and tiles were stained by hard water deposits & rustStaining is a permanent discoloration or damage to the grout or tilesSpots 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 replacedFor tile this means removing and replacing the grouted area of concern or replacing the individual tilesThis is a repair service, not a cleaning serviceThe cost of repair & replacement would also run higher than the $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 standardsThe 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 madeAnother cleaning [redacted] not meet her expectations Since this was not properly shared with [redacted] , we [redacted] refund the $We apologize that there was a misunderstanding between what a "Cleaning" would provide, as opposed to "Repair"We advise she invests the $into the repairs so she can be satisfied with the tile she has Our refund check [redacted] be issued and sent within days of Today's date of March 31, Business Response / [redacted] (1000, 14, 2014/05/05) */ Refunds are issued through our Phoenix location and I did follow up on thisThe refund check was printed on Wednesday April 30th (Check #XXXXX) for $This would be verified based on the check when [redacted] receives it, which should be this week
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
Initial Business Response / [redacted] (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 / [redacted] (2000, 6, 2015/10/23) */