ComplaintsforCOIT Cleaning & Restoration

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday November 11, 2023 My mom had **** come out to clean the carpets and 2 chairs. When they were just about done I looked at carpets and couldn't believe how they looked like they had not even been cleaned, I said something to the tech who was cleaning and he wanted to argue with me saying that it was high traffic areas and that they told my mom they probably couldnt get them clean I insisted they redo those areas which they did and it looked better for a second now that the carpets have dried they are awful looks like we're spraying water onto the carpet instead of actual cleaner I can guarantee. There was zero cleaning smell which there would have been had they actually been using a cleaning chemical. I told the guy I had filed a complaint with **** and he called someone speaking in Spanish telling them that it was high traffic areas and he couldn't get them clean which is not true. The chairs are ok but they were more dusty than stained. My mom paid $488 to have the carpets cleaned and they are not. It's unacceptable the quality of cleaning they did.. they claim to have a 100% money back guarantee and they need to honor this

  Business response

  11/12/2023

  Im sorry they didnt come out to her liking. In our guarantee we need the chance to come fix the problem before we refund any money. So what I recommend is let one of our technicians come out and Reclean the carpets. Then we can take it from there. This customer hasnt given us a chance to get back to her. We will call her Monday schedule a reclean. Thank you for your time and consideration. I feel we can definitely turn this negative into a positive. 

  Customer response

  11/14/2023

  Coit  did not reach out to us yesterday (Monday, Nov 13th as they stated they would to in their response. This shows me they are not interested in making this situation right.

  Our Carpet is crunch and unclean I put on a brand new pair of white socks and they were black after they had finished cleaning.

  Absolutely unacceptable. I want **** to send different techs out to Re'-clean the carpets

  .I do not want the same ******* back here.

  or we should be refunded if they are not gonna take this situation seriously.

  Business response

  01/02/2024

  I Will look into it. But we just dont get money back. We need the opportunity to come out and re-clean and then if we cant correct it then then we will go to the next step. I will send out a different technician and to see if we could turn this negative into a positive. Ill be in touch with the schedule. A date for whenever is good for them next. Thank you.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** Cleaning and Restoration **** ************. ******, ** *****. Paid in full for vent, air duct and dryer vent cleaning services $1,075.00. Wound up in the hospital for 3 months, service had been preformed by another company before I returned home. Called about a refund in feburary and have got the run around since. I called and talked to ****** the owner in July, he told me to text him the information and he would start a refund that monday. I have heard nothing from him since. They will not answer texts or calls on that number. I sent all the information he asked for and I know they have me in the system. I have tried calling multiple times since February and still no resolution. I dont know what can be done, but that is definitely not how to run a company. $1075.00 is a lot of money to be cheated out of.

  Business response

  09/26/2023

  We will refund her money. As we said we would. Were sorry for the delay but will expedite it. Thank you, 

  ***********************;

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are seeking reimbursement for the services charged of $1850, plus the following damages (listed below under damages) fixed by someone of our choosing. We will not allow them back in our house. We have given them ample times as you will see in the timeline to fix the issues. They are incapable,dishonest, incompetent, and unreliable. We have asked anyone that answers the phone, emailed requesting and no one will provide insurance or licensing information. I cannot believe what this company has put me and my family through. **** is being very dishonest and deceitful. They cannot keep doing this to good people and my hope is to not only fix our home, but to helps others falling victim to them. After reviewing them online, it appears this is an ongoing problem with ****/*********************** (franchise owner). We are just wanting our home back as our rugs have been in garage, furniture on pads or dollies since 4/17/23 and for **** to be held accountable for the damages.Couch 1- they cleaned top only and stained the entire base with their filthy machine from floors. Splatter cleaner on my swivel chair (all of which remain to this date) Couch 2- done 6/3. The machine not only stretched the fabric on our couch. It is still filthy as the machine broke down mid cleaning. My neighbor called as the gas fumes were suffocating them, as well as myself.Floors- Are completely damaged from whatever chemical the 1st 2 crews used (which to date no one knows). Grout missing throughout. All documented and photos sent previously to you, **** and ******, *********************, *********************. Dryer Vent- Never done correctly as workers cleaned some vent on the wrong side of house.Carpets- were so soaked that for 3 days they were spongy, Still have the same stains and smell like mildew.Paint throughout house from their carelessness (baseboards, walls, base of kitchen cabinets

  Business response

  08/12/2023

  Im sorry she feels this way. We did come back about 5 to 6 times to Re clean the floors. I did refund her her money. We did figure out a solution but she wont let us back in her house. Weve tried and tried but could not make her happy. Again very sorry we couldnt make her happy. We are willing to come clean her floors as weve done before to make them look as perfect as possible. Also my teck states she was told not to walk on the floors but she did and this is part or the problem. Its could also be a defective sealer we used in which we are going to speak with manufacture. I sent her someone who can clean the tile phone. So lets see what they do if she would like. But it just need the sealer excess to be removed and brought back to an even finish. Thank you 

  Customer response

  08/13/2023

  Hello- After weeks of no response from *********************** (Franchisee owner) and **** Corporation; It was recommended that I contact *** investigative news for additional help. Since that affiliation reached out the responsiveness and willingness to help has changed. I was refunded by the request of corporate after weeks of waiting for the franchisee owner to do so. His claims of us walking on our floors is out right lies. My husband, child, 81 year old father in law (who is ill) and 2 dogs would leave every time for the entire day. Resulting in over $1000 to date of dog boarding fees. And, I was stuck upstairs every time unless his workers called upon me. He knows that his crew damaged our floors. The solution he thinks his painter/couch cleaner found stripped our floors more. He was not even present to see. His crew walked all over as we do not wear shoes in our home. We gave him every opportunity to fix this damage and he did not. His crew came either without help, wrong equipment or supplies, technicians that were promised to show did not, we were left waiting over 4-1/2 hrs or they would not show at all. He has been told to cease communication with us and corporate has taken over. The two companies he recommennded deal only with hard wood floors, not porcelain floors like ours. I have two companies coming out who are certified, licensed and bonded for their professional opinions and he is still liable for repairing the damages caused and fixing the paint his workers damaged throughout our home. This case is still ongoing until then. Thank you!

  Business response

  08/13/2023

  Im sorry this is what I was told from the technician. Im not communicating with her anymore I responding to the bbb. The people I sent to her yes do tile floors. Her floors are still good they need to a solution clean the residue. I hope we can come to a mutual solution on the floors and put this behind us. Thank you 

  Customer response

  08/15/2023

  We have 2 flooring companies coming this week to give their professional opinions as per the request of **** Corporate. The 2 companies provided by *********************** (Franchisee) were for hardwood flooring companies. We will submit findings by end of business week, so ************* can deal with corporate.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Starting 4/29/23, husband and I had experience with Coit San Diego that was suspicious and after sharing my experience and concerns with manager, he said he'd contact the salesperson (SP) and cleaning tech and would get back to me. On May 8th SP called and it was agreed he'd refund me $3000. Manager called and I told him issue was resolved. It was several weeks after SP said cashiers check was mailed and I hadn't received it. I asked for a receipt of check. Nothing came. Then he said he'd pay me via Zelle, again nothing. Then he wanted to video giving me the cash. He didn't show up. Frustrated, I called the owner of **** on June 13 and explained situation. He said he'd been messed up by SP as well and had since been fired. He'd been losing money for the past year and offered me $1,000 to remove Yelp review. I said I wanted to be reimbursed the $3,000. I felt I'd been scammed and since SP was employed by ****, they were ultimately responsible for SP's actions. Owner could file a police report against SP. On June 14, SP texted partial photos of 2 checks, 1 for $1,000, 1 for $500. He wouldn't send full photos. He didn't send them certified. ** added owner said he never told me he was fired and that he's tired of being the fall guy. Huh? After already feeling scammed from the shenanigans resulting from the floor cleaning, **** has lost all credibility. It's now July 5th, $0 has been refunded and calls to owner and manager not returned. I have text documentation of a long string of texts from 5/2-6/29 between SP and myself and texts with owner that show I'm being strung along. Maybe thinking I'll give up on this. I'm hoping BBB will help with a resolution and that this will serve as a warning so others aren't taken advantage of by ****.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 8, 2023 **** Cleaning and Restoration from ******, ** came to our condo to provide an estimate for carpet and sofa cleaning. The estimator said that they could also clean our kitchen tile floor so that it would be like new. We signed the contract for the work, including the tile floor, and on May 16 an employee, ****, came to do the work. We noticed that when he cleaned the tile floor he used a spray bottle with a toxic substance, so toxic that he complained repeatedly that he was having trouble breathing because it was so strong, that he forgot his mask, and could we open the doors and windows. He proceeded to spray the area and clean it and said we could walk on it in a couple of hours. That day I noticed dark, discolored areas across the bottom of my stainless steel stove and dishwasher. I wiped them down, and a brown substance came off, leaving a brown, discolored look across the bottom of both appliances. The discoloration showed a pattern as from a heavy spray, not a uniform color. We called **** and two days later **** sent two men who came, took pictures, and promised to call within 24 hours. Hearing nothing, on May 30, my husband called ***********************, the manager, who said it would be taken care of; and on June 1, **** from **** came out, took pictures, and reassured us we would hear from him or someone else within 24 hours. On June 2, no contact. My husband called again and was referred to the *********** office, who sent ** back to the office of *********************, again. Since then I have called and left two messages with ***********************, the manager, on his cell phone. My husband has also called twice to ************, with no response. At this point, we need a remedy for the damage and are being ignored by **** in ******, **. To add insult to the damage, the tile floor does not look like new.

  Business response

  06/14/2023

  We would like to come out and remedy the situation. We have a stainless steal he polishing compound that we feel could rectify the problem. Please have them give me a call at ************ to schedule an appointment lets try that route first and then if theyre not happy, then we can figure out ************* you. 

  Customer response

  06/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the compound they suggest does not work satisfactorily, I will expect Plan B with a satisfactory remedy.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Coit San Diego - ******, ** to apply fire ******ant to our three patio furniture covers on 6/23/22. Work Order No. SDO-C 000643571CO Apparently, they were unable to fireproof our patio furniture covers as we had requested and paid for. After, many (10+) phone calls and emails (including three to corporate **** ****************** we finally received a refund of $300 on 11/21/22 for the work that was not performed and that we had paid for. At the same time, the Coit San Diego Office finally returned our three patio furniture covers (5 months after they picked them up to service them). The issue now is these three covers were damaged significantly when **** attempted to service them. Apparently, **** tried to repair the sofa cover after they damaged it. Due to the extensive damage which occurred when **** personnel attempted to service our covers, we will need to replace them. It is frustrating to have our covers damaged to the point that they are now unusable since they will no longer protect our ******************. It is even more frustrating that the Coit San Diego Manager never even told us about the damage. Instead, he just had our furniture covers delivered to us as if they were intact. I sent the manager of the San Diego office and the **** corporate office (on 12/5/22 and 1/7/23) an email to let them know that we were requesting $200 to replace the three damaged covers. They haven't even bothered to respond to us.I am requesting the BBB to assist us in getting $200 from **** to cover the cost of replacing our furniture covers that they ruined.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our full description of our dissatisfaction with **** cannot be expressed in **** characters. Please see excerpt below and attached PDF of full complaint. We recently had a different company come evaluate our home for placing new insulation in the attic space. During their inspection, they were able to take photos of the attic space which demonstrated a large continued burden of debris, including particles from prior roof construction, rodent excrement and a rodent carcass whose degree of decay suggests presence prior to COITs work. Additionally, the photos suggested that the re-laying of the insulation to appropriate places was not completed. Furthermore, the previously secured air ducts were dislodged and actively venting into the attic space. Technicians from the new team described that the prior securing of the air duct was completed with a single strip of duct tape which they would not have anticipated to hold tight. The new team inspected the air ducts and noted that they were in poor condition and should not have been cleaned previously due to the concern of rust and debris being further lodged into the air circulation. We have since completed repeat cleaning, decontamination, replacement of air ducts and re-laying of fresh insulation with the new company costing a large additional sum. We are extremely dissatisfied with the **** service that we paid for as the contract was not fulfilled as agreed upon. We will be contacting the Better Business Bureau to formally file a complaint regarding the abysmal service we received with ****. We are willing to provide photo evidence of the incomplete and poor quality service. We will also be placing reviews on available sites to ensure that this treatment does not occur to other customers. Given this incomplete work, unprofessional job timeline, and wasted client time, we feel as though refund for the services is warranted. We look forward to a response to resolve this dispute.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  9/6/2022. **** came out to clean my kitchen tile and the technician splashed the chemicals on my refrigerator. The chemicals damaged my stainless steel refrigerator doors by discoloring/corroding them. I called them numerous times and they came out twice to try and fix it but the machine they used to buff it made it worse. They do not respond to calls or emails and when I do get a hold of someone they promise to fix it but never do. They wont give me their insurance info to file a claim.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4-13-22, I had my house's air ducts cleaned by **** (Orange County). We paid $1,070, including a $200 charge for a dryer duct cleaning that was never done because the technician stated he did not know how to disconnect the dryer duct. The technician who cleaned our air ducts was training two other technicians while he was there. In June - July, 2022, we were going to do some house repairs and had a remediation specialist from Green ****** Restoration come to our house. We asked him about the dryer duct, since the technician from **** had said it was tricky, and he was able to figure it out right away, so we asked him to check our air ducts. He checked all of our air ducts and took several photos as the ducts were all filthy, as if they had never been cleaned. We have since had the ducts in our house cleaned again and we recently even replaced them, as we found that they also had old rat f**** in them (from a previous issue before we owned the house) and the ducts had holes in them--another issue that the **** technician had not mentioned, and we had specifically asked him to check the ducts in the attic and make sure everything looked ok. We have been trying since July by phone and email to get a refund from **** for the negligent service they provided. On 7-15-22, we spoke with ************************* at **** and sent him photos. We spoke with ******************* on 7-26-22 and we made two separate appointments for him to come check the (already re-cleaned) ducts as he said that was ****** policy, but he did not show up for the appointments. **** said we should have let **** know sooner, but this was only within a few months time and we had no way of knowing that our ducts were still filthy until we saw photos. We have emailed *******************, and the owner of the franchise, ***********************, many times, and they have not resolved this issue. We have several emails and additional photos and videos of the ducts. My mother in law, who owns the house with us, has tried to reach **** as well.

  Business response

  09/20/2022

  I have been in contact with the customer trying to resolve their concerns. I was first contacted from ********************************, claiming we never did the services. After listening to claims/demands for full refund she never paid, it came out the customers were **** and ***********************. Who were hesitant to allow us to return back to her home and for a visual inspection of property. Demanding refund and that services were never performed. Also expressed she already had it done by another company. Explained our policy is on the back of invoice and requires us to be allowed to return for re-clean, prior to issuing a refund. Several attempts were made to set appointment, they danced around declining multiple times. After excepting, We had an emergency needing to reschedule as Covid-19 was and still is prevalent not wanting to chance exposing to our customers if a employee called saying they didn't feel well. Sense, several attempts have been made for a visual inspection and only given the run around by ***********************. As a Business we are here for our customers and need to protect ourselves from fraudulent claims and accusations as well. Also, Never has Rodent f**** ever been mentioned or discussed until approx. two weeks ago. We were not contacted till three months exactly from the date of service, told another company come in and clean it instead of calling us. A restoration company was never mentioned till now or ever having us out there for a rodent infestation in air ducts nor possible holes in ducting till NOW. I believe the rodent infestation issue in the ventilation system occurred after we had been to the residence. Now wanting a refund since they had to replace certain components we cleaned. Rodents could've migrated there a day  to a month or two after we cleaned, leaving f**** and making holes throughout the ducting. However once again, the rodent issue and restoration company coming out to the White ********* is new news till now to my knowledge. .

  Customer response

  09/21/2022

  We do not accept this response. We have had multiple specialists confirm that the rodent issue was old and we have not had any active rodent issues in our home since purchasing it. They can confirm with our remediation specialist from Green ****** Restoration and the pest specialist from Accurate. ***************************, as we explained before, is my mother in law and owns the house along with myself, ******, and *****'s husband. We previously explained and she let you know that she was calling initially because she owns the house as well so it was well within her rights to get involved with this and help us resolve this. ******, my wife, has reached out multiple times. As we stated previously, she made two separate appointments for you to come to the house to check the ducts, and both times you did not show up. Since you have accused us of lying about this, we did not feel comfortable having you come to our house after those accusations and after not showing up twice when we had stayed home from work specifically to be there to show you the house/ducts. Your air duct specialist also did not know how to clean/remove our dryer vent and your company still charged us for this. We have many photos of the ducts, time stamped, and the specialists who cleaned them are willing to testify and write statements on our behalf. As soon as we found out our ducts were still filthy, we wanted to be able to use our air conditioning right away and not be using filthy air ducts, so we had our contractor who we trust and who found the filthy ducts that your company had cleaned, re-clean our ducts, since we trusted him and he was available to do that. We are asking for a refund, which is reasonable given this situation. We have photos and videos of all of this, and those photos show when exactly they were taken.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called **** on June 29 to inquire if they can get blood stains out of my carpet. The receptionist talked to a Supervisor and the answer was "YES". I made an appointment for June 30. When the Carpet Cleaner came, he informed me that he could not get the blood out. He even called his office and then told me that he has the best chemicals and will try to get the job done. The price quoted was $300.00. When he was done the blood stains were slightly less. I did pay him anyway. A friend came over and was disgusted about the result She came over with a water type vacuum . Then we worked with Folex and Peroxide. In a short time all blood stains disappeared. I called ****. After several tries I spoke to a Supervisor, Zax. I told him my disappointment with their performance. I have used **** several times over the years and they did a good job. They always had a good reputation. If they had told me that they could not do the job, I would not have made the appointment. I told *** that I should get a refund. I asked for only $150.00. *** agreed and told me that **** will send a check. I must have called Zax a dozen times. Mostly left messages but never received a call back. Since I don't seem to get any where with that Company I would like to ask you if you could help me and advise me. I am in Business myself and if I treated my clients that way, I would be out of business! Thank you, *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩