Martí

(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 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)

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 MrWilbur several times, but have been unable to connect Please let us know if you have not yet gotten the refund Thank you
***confirmed via
phone
Initial Consumer Rebuttal /* (2000, 6, 2015/10/23) */

Yes, we did make a 3rd trip to the home of Mrs.*** ***Mr*** was not scheduled to return, due to circumstances out of my control, he returned with me, under my supervisionHe is one of our best with the highest star rating in customer satisfactionMrs*** *** was NOT home during this visitI'm not sure how she was offended, but Mr*** was very professional and went right to workWe wanted to complete the work order to satisfy the customer so if Mr*** did not go we would have had to rescheduleA follow up was not needed as I spoke to Mrs*** *** on the phone for about minutes to go over the entire processI also explained to her why Mr*** was thereYes 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 odorThe areas that we treated were sucessfulI did not see or detect any odor or stainsPetstains and pet odor will be eliminated in the areas that were treated to our knowledgeIf for any reason the odor is coming from another area, dry wall, baseboards, furniture etc… the odor may remainWe did not find any odor or stain in the areas we treatedWe bent over backwards to satisfy a customer with everything we have according to industry standardsWe are making a 4th trip on Saturday March 31, 8-amTo my best of knowledge there was nothing mentioned of an adjustment of anykindCoit has been committed since to customer satisfactionWe understand not all carpet is made the same and not all stains will have the same outcome due to unknown stains and treated areas

As we have previously discussed, the cost of the area rug was added to, and agreed upon at the time of service, and the cost was added to the original bill If there had been an agreement to clean the rug at no cost, it would have been written up accordingly As you indicated in your
complaint, you thought you had paid for it in full, so it does not make sense to say now that you are owed money Unfortunately we are unable to reverse the charge, and the $balance on your bill is accurate

Greg did offer a refund, but it was refused. there was no damage done on our part. We have been in the cleaning business since with a very awesome track record of getting out stains and odor. Sometimes in this business they will remain. We tried on multiple cleanings due to our policy

I didnt hear or understand Mrs*** 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

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 are very concerned about Mr***'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/ The
reclean of HVAC was done on 9/06/16, which is past our day guarantee We still went ahead an did the recleaning because Mr*** 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 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

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 ARE CURRENTLY WORKING ON THIS ISSUE

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

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.? ?

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

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?

? 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 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

? 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 ***? 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 ***? and their Guarantee.?

? 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