ComplaintsforCoit Cleaning & Restoration

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a problem with Coit and I need some help. I made an appointment with Coit to clean two area rugs. Their website said they had a special, $82.50, for cleaning a chair. Since it was a special, I asked to have a chair cleaned also. The only part of the chair that need cleaning was the dog stained cushion. The service providers could see that and should have told me they could not remove the stains. Instead, they cleaned the whole chair and insisted that the stains we permanent and could not be removed. And the price was now $105, "Bait and Switch." I knew the stains could be removed, so I told them I would not pay for the chair cleaning unless they removed the stains. They called their boss who threatened to put a lien on my house and to get the police involved if I did not pay now. I told them to leave my home and to not take my rugs, They took my rigs and left a puddle on my wood floor and sprayed cleaning material on the glass on my storm door. After they left, I removed the stains from the chair cushion, They had lied to me as I had thought they were doing. They also wanted payment up front to clean the area rugs. I am 83 years old and have lived in Omaha since 1969. I have never been asked for payment for a service before it was performed. That is not how business is done in Omaha. If they wanted payment in advance, they should have told me when I asked for an appointment, and I would not have made the appointment. The manager told me Thursday that they will not return my rugs until I pay for the chair cleaning which they did not complete and lied about.

  Business response

  09/23/2023

  We had 2 Technicians go to ******* home for upholstery cleaning for a sitting chair. upon arrival the technicians found her dogs had defecated on the chair repeatedly, it was badly stained with feces and urine, and the noticed the cleaning tag had been removed, this is common so as a policy if there is no tag we treat the material as a dry clean only so we do not risk damaging it with water. The technicians explained to her and also that dry cleaning process most likely with not get out all of the stains but they offered her a pet treatment and deodorizer to at least improve the smell.

  Linda agreed and and asked about 2 area rugs that the dogs had also had also defecated on, the technicians found them in the same condition however they were made of synthetic material and we would be able to use a more aggressive method to clean them, and the technicians recommended that they take them to the shop to clean as we have more equipment there and would get the best results, and ***** agreed. 

  They proceeded to clean the chair and once completed ***** signed the invoice accepting the completed work on the chair and the total charge for the rugs, and they they loaded the 2 rugs in the van, at that point everything was fine and ***** seemed satisfied. 

  The technicians asked ***** to pay for the work that had been done on the chair and told her she would not have to pay for the rugs until they returned then, she said she thought she could pay everything at when they brought the rugs back, then she became irate and started complaining about the permanent stains on the chair and refused to pay. at this time they technicians called me at the office to speak with her to resolve the issue and she refused to talk to me. I could hear her yelling and cursing at the technicians calling them names and the one of them told me she was in his face yelling and spitting on him as she yelled, he held his composure understanding she is elderly but asked me what they should do? I told him leave asap and she will call me when she calms down, he asked about taking the rugs back out and leaving them but I told him to just get out of there before it gets worst and we can resolve it all later. 

  about 2 weeks later ***** finally called and spoke with me, she was very pleasant at first and asked for her rugs back, I asked if she still wanted us to clean them first and she said no, so I told her we will return them unclean. I told her that once we settle the payment for the chair I will get her rug delivery scheduled and asked her how she wanted to pay for the chair that had been cleaned? 

  That is when she lost control and and started swearing and telling me what rotten thief I was and what a lazy no good workers I had (not realizing she was speaking of my son) who was assisting the senior tech that day and she spat all over him. 

  ******* bill for the chair is $182.55 there has been no work done to the 2 rugs which I would love to give back to her as soon as possible because you can smell them all over my shop. once she pays for the chair I will have the rugs delivered to her on her word that she will not assault badger or curse at my employees when they drop them off. 

  I have provided the invoice that she had signed, please notice it is signed twice once accepting the price before they started and once accepting the completed work. Again once the chair is paid for I will schedule the rugs to be delivered. 

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