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Business Profile

Carpet and Rug Cleaners

Coit Cleaning & Restoration

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Coit Cleaning & Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see

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Coit Cleaning & Restoration has 4 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint type

    • Initial Complaint

      Date:11/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint against COIT for damaging my hardwood floors during a cleaning service on November 4, 2025, and their inadequate response. Despite their initial acknowledgment of responsibility and an in-person offer to “patch” the damage, COIT has since denied liability, claiming pre-existing conditions, and offered only a refund for the cleaning service. Summary: 1. COIT provided an estimate of $2,600 for cleaning my hardwood floors, furniture, and ducts. 2. During the service, the technician admitted, “They should have told you the chemicals can lift the varnish.” No such risks were disclosed prior to or during the service. 3. Afterward, I discovered extensive damage, including varnish and stain stripped down to bare wood. I reported the issue multiple times before finally receiving a response. When a COIT representative inspected the damage, they appeared shocked and verbally acknowledged responsibility, offering to “patch” the floors. I rejected this offer as inadequate, as patching would not restore the uniform appearance of my floors, which are critical for maintaining my home’s value as I plan to sell it. COIT’s Written Response: COIT recently denied liability, stating the damage was due to the “condition of the floor prior to cleaning,” and offered only a refund for the cleaning service. This response directly contradicts their earlier acknowledgment of responsibility and fails to address the extent of the damage caused by their team. ### My Concerns: 1. **Failure to Disclose Risks:** COIT did not warn me of potential risks to older wood floors or obtain my informed consent. 2. **Inadequate Resolution:** Offering only a refund for the cleaning service ignores the significant cost of refinishing the floors and the inconvenience caused. 3. **Contradictory Commitments Jeff committed to fixing the floors to claiming my floors were old and it isn’t their fault.

      Business Response

      Date: 11/26/2024

      We deeply apologize for your experience. We are actively working to come to a resolution. Our management team connected with you earlier today and we will follow up with you shortly.

    • Initial Complaint

      Date:11/14/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 12, 2024 Coit came to my home to clean my hardwood floor in the living room, kitchen, breakfast room, hallway, and foyer. The Coit service person ruined the wood floor in all of these areas by removing the wood sealed finish, staining the floor with an unknown substance, and causing the wood to buckle. The following day the service person returned, and we asked him to stop any more work on the floor. He took his tools and stated that someone from Coit would be in touch with us. Since June 12, Coit has sent five different contractors/independent adjusters/specialty adjusters to evaluate how to fix the floor. The first flooring contractor told my husband that the floor would need replacement. Obviously, they didn't like what these companies had to say about fixing the floor. Coit turned it over to their liability insurance company because of the dollar amount of the damage. ***** ***** of ****** ********* was the adjuster. *** ***** contacted my husband and asked him to get an estimate for fixing the floor. We did. The estimate was over $73,000. The adjuster, using this estimate, decided to send an independent adjuster, ******* **** of ** ****. Weeks after, with no communication from the insurance company, my husband contacted Coit management again. **** *****, ****., Coit came to our home bringing four other Coit personnel. They said that they would make it right and asked to send yet another flooring contractor. This contractor became angry and left after we told him that the baseboard trim must be removed before any type of repair. A few days later, ***** ***** of ****** ***. called my husband and offered to settle with us for $25,000. My husband informed him that we cannot accept that settlement because we can find no one to fix the floor for that amount of money. We have not been contacted by Coit or ****** ***. since the $25,000 offer. It has been 5 months since our floor was ruined and looks horrible with no viable resolution.

      Business Response

      Date: 11/20/2024

       **** ******, we greatly apologize for your experience and that our efforts to remedy the floor have not met your expectations. It is our desire to resolve the issue as soon as possible. Someone from our management team will reach out to you by the end of the day. 

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I hired Coit to clean our ducts in January. They damaged the ceilings around the vents in several areas of my home. I contacted them and was promised that someone would come and fix the damage. I emailed the Louisville manager who assured me that ***** the local Lexington manager would call me and take care of the damage. I have spoken with **** several times through phone and text and again was assured they would be coming to fix it. It has now been 6 months and I still have not heard from **** about someone coming t fix the damage. I even told him I was going to file a complaint with the BBB and he said he would take care of it. I have no choice but to file a complaint so I can get my ceilings fixed.

      Business Response

      Date: 07/29/2023

      Thisnis being handled 

    Coit Cleaning & Restoration is BBB Accredited.

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