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.?
(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 [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 $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: 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
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ This is the first time I heard that we had a serious issue with Mrs [redacted] I tried calling her twice on Tuesday to understand her concern I knew on the day of the install, she wanted more off her bill The install tech was new to installs and didnt know what was going on Our install tech on Wednesday 12/9/had chemo treatments and was too weak to work We called Mrs [redacted] and said sorry we must install next week when our tech returns She was ok with the following week then We did not inform her of the private issue of cancer to the tech, but said it was a personal nature When 12/16/came, he was still weak, so we sent another tech to do it We always honor our committment and have high standards towards customer satisfaction Mrs [redacted] for some reason has changed her thinking about the extra week, but she was given $off her bill which was very generous by us We provided excellent service with excellent results We sometimes run into a situation where a customer feels they deserve more off the bill, for many reasons beyond our control In the end, our Office Manager ok'd the discount, not the deliver install tech, he cannot make that decision We will continue to reach out to her Regards, [redacted] Service Manager - Coit Services ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/07) */
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
copy of an email sent to me from Ms ***, our Accounting clerk The check of agreement has been paid Mrs [redacted] cashed the check per agreement on 2/17/ Paid ck $2/17/ Jenni [redacted] Accounting Clerk Coit Services ***copied and pasted from email
Revdex.com: I would like to reject the offer of Arbitration for complaint ID [redacted] .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 [redacted]
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.? ?
? 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 winterI 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.?
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 a air duct is not cleaned by blowing air into it that is all that was done.dirt is still in the system
I apologize for any misunderstanding, but I never promised a refund? We always however promise a re-cleaning when the customer is willing an able? We however cannot guarantee the cleaning, photos or the word of a competitor due to them being a competitor
I am rejecting this response because: The employee that Coit sent back out to re clean the original person they sent out the first timeWhen we explained to him our concerns, he became very defensive and said that we were implying that he did a poor jobMy wife then told him that we were not saying that he did a poor job, but were concerned that the carpets did not get cleanedHe then proceeded to tell us that the carpets and dirty because we had been in the house for over a week and obviously had traffic throughout the houseWe attempted to explain to him that we had not actually moved into the house for almost a week after the carpets had been cleanedHe re clean the main level and was starting to pack up when my wife told him that the stairs needed to be redone as wellAt that point he refused to clean anything else and my wife then demanded that he leave the house and that we were going to ask for our money backIn Coits reply they stated that they had attempted to call but were unable to reach usWe never received a call from them nor did they ever leave a message indicating that they attempted to call usIn Coits response they also stated that they were unaware that we were unhappy with the results, which is completely falseWe feel they should refund our money because they failed to adequately clean the carpets
There is lots of miscommunication here This is and was a part job It was set up that way with Mrs [redacted] The [redacted] '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 [redacted] 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 [redacted] wasn't home during the work We did set up an appointment to meet Mr [redacted] at his home at pm The Operations Manager, Sales tech and myself were there at 12:pm sharp After minutes, we called Mr [redacted] and he said we are late, so leave he has no time for us After about more minutes, Mr [redacted] 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 [redacted] to call us on this
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 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 ###-###-####
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.
WE ARE CURRENTLY WORKING ON THIS ISSUE
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.?
(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 [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 $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: 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
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ This is the first time I heard that we had a serious issue with Mrs [redacted] I tried calling her twice on Tuesday to understand her concern I knew on the day of the install, she wanted more off her bill The install tech was new to installs and didnt know what was going on Our install tech on Wednesday 12/9/had chemo treatments and was too weak to work We called Mrs [redacted] and said sorry we must install next week when our tech returns She was ok with the following week then We did not inform her of the private issue of cancer to the tech, but said it was a personal nature When 12/16/came, he was still weak, so we sent another tech to do it We always honor our committment and have high standards towards customer satisfaction Mrs [redacted] for some reason has changed her thinking about the extra week, but she was given $off her bill which was very generous by us We provided excellent service with excellent results We sometimes run into a situation where a customer feels they deserve more off the bill, for many reasons beyond our control In the end, our Office Manager ok'd the discount, not the deliver install tech, he cannot make that decision We will continue to reach out to her Regards, [redacted] Service Manager - Coit Services ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/07) */
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
copy of an email sent to me from Ms ***, our Accounting clerk The check of agreement has been paid Mrs [redacted] cashed the check per agreement on 2/17/ Paid ck $2/17/ Jenni [redacted] Accounting Clerk Coit Services ***copied and pasted from email
Revdex.com: I would like to reject the offer of Arbitration for complaint ID [redacted] .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 [redacted]
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.? ?
? 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 winterI 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.?
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 a air duct is not cleaned by blowing air into it that is all that was done.dirt is still in the system
I apologize for any misunderstanding, but I never promised a refund? We always however promise a re-cleaning when the customer is willing an able? We however cannot guarantee the cleaning, photos or the word of a competitor due to them being a competitor
I am rejecting this response because: The employee that Coit sent back out to re clean the original person they sent out the first timeWhen we explained to him our concerns, he became very defensive and said that we were implying that he did a poor jobMy wife then told him that we were not saying that he did a poor job, but were concerned that the carpets did not get cleanedHe then proceeded to tell us that the carpets and dirty because we had been in the house for over a week and obviously had traffic throughout the houseWe attempted to explain to him that we had not actually moved into the house for almost a week after the carpets had been cleanedHe re clean the main level and was starting to pack up when my wife told him that the stairs needed to be redone as wellAt that point he refused to clean anything else and my wife then demanded that he leave the house and that we were going to ask for our money backIn Coits reply they stated that they had attempted to call but were unable to reach usWe never received a call from them nor did they ever leave a message indicating that they attempted to call usIn Coits response they also stated that they were unaware that we were unhappy with the results, which is completely falseWe feel they should refund our money because they failed to adequately clean the carpets
There is lots of miscommunication here This is and was a part job It was set up that way with Mrs [redacted] The [redacted] '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 [redacted] 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 [redacted] wasn't home during the work We did set up an appointment to meet Mr [redacted] at his home at pm The Operations Manager, Sales tech and myself were there at 12:pm sharp After minutes, we called Mr [redacted] and he said we are late, so leave he has no time for us After about more minutes, Mr [redacted] 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 [redacted] to call us on this
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 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 ###-###-####
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.