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BBB Accredited Business since 01/01/1981

Coit Cleaning Services

Phone: (604) 296-4000Fax: (604) 437-0630

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Customer Complaints Summary

8 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues2
Billing / Collection Issues1
Guarantee / Warranty Issues1
Problems with Product / Service4
Delivery Issues0
Total Closed Complaints8

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (8)BBB Closure Definitions
07/07/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Improper or inferior service

Complaint: Coit took away our persian area carpet April 5, 2014 to clean and stain guard it. When it was returned a week later to our home, it was rolled out briefly by the Coit rep. My partner, ***, noticed it seemed to be not consistently clean, but assumed it was just shadows as we have a large tree in front of the window that dapples the light. We were busy with renovations so it was a month before we unrolled the carpet again to place in a room. Now, in better, full lighting we could clearly see that one side of the carpet still showed the stains of heavy traffic. We assumed at first that the carpet had been cleaned and thus the stain was permanent. I suggested to *** that it was time to put the carpet in the garbage as it was not coming clean anymore and was not suitable for our new guest room.*** decided to try something. She soaked a white rag with tap water and hand scrubbed an area that looked clean. Despite being supposedly professionally cleaned already, the white rag came away dirty with minimal effort. *** then sprayed the visibly dirty end of the carpet with drug store carpet cleaner and found that the dirt stain also came away with minimal effort. She spend a total of 8 hours hand scrubbing and rinsing the carpet, resulting in a perfectly clean appearance. Clearly Coit had failed to clean this carpet. Perhaps it just got missed. ************************************************************************************************************************************************************************* Coit was contacted twice in the week of May 26, twice in the week of June 2, and June 10th. Each time we were told by service reps that ALL managers were in meetings at the moment, before being put through to **** who said someone would call back to sort a refund. ***************************************************************************************** No one has called back, they just keep avoiding manager contact.***************************************************************************************************************************************************

Initial Business Response
Contact Name and Title: ************ CSR Supervis
Contact Phone: **********
Contact Email: ************************
At Coit, we guarantee our work 100% to our customer's satisfaction. If for some reason a customer is unhappy with our work and the outcome was not pre-addreassed (ie. permanent stains), we ask for the opportunity to rectify the concern by recleaning. If the issue cannot be resolved with recleaning we would refund the money.
This area carpet was with all certainty cleaned. Although we did not have the opportunity to reclean the rug (the customer has since declined our offer to reclean), we are thoroughly prepared to refund the customer's money, as a measure of good faith and in the interest of good customer service.
The refund has been processed and the cheque will be hand delivered at the customer's earliest convenience.
There was no dodging of the issue, or lack of concern on COIT's part, quite simply a miscommunication as the customer's concern went to the incorrect Department Manager. This also has been addressed on our end.
COIT can happily report this issue has been resolved.

Initial Consumer Rebuttal
(The consumer indicated he/she ACCEPTED the response from the business.)
Firstly I would like to express my thanks and appreciation to the BBB for this service. I believe it is the reason this has been addressed. I was called by a representative July 2 to confirm the details and she said she would process a refund check.

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09/11/2014Advertising / Sales Issues
02/12/2014Billing / Collection Issues
12/11/2013Guarantee / Warranty Issues
03/14/2013Advertising / Sales Issues
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BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.