Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My sister and I tried to hire Coit Cleaning and Restoration Services to clean and seal our wood floors. We scheduled an inspection, received a written estimate, agreed to price and services, and even had a date and time from the company for the cleaning. ******** the company retracted its offer, claiming various things that flew in the face of the discussions we had had. The company claims it cannot perform the work, but the estimator (who was also scheduled to do the work) and the representative we worked with both said **** could do the work. I believe the real reason for the offer withdrawal is that my sister and I caught **** in a mathematical error that would have resulted in an overcharge. When the company declined to correct the error, my sister and I agreed in an email message to pay the higher price. **** dug in its heels and continued to refuse us services. We offered to put into writing our promise not to call cleaners back to do remedial work - whether or not we were satisfied. Still **** ********** sister and I invested a lot of time during the inspection in clarifying what **** would and would not do in the cleaning. The written estimate indicated that it was possible that some scratches and black marks would not be removed during the cleaning. We agreed to those terms explicitly during the inspection and in correspondence with a company ******** have put all that time in, have received an appointment for a specified time and date, only to be told afterwards that the company changed its mind seems unfair and anti-consumer. We asked **** to reconsider its decision but it declined.

  Business response

  12/02/2024

  Please see attached initial response sent to your office on November 20, 2024.

   

  Thank you,

  ******** ******

  Customer response

  12/02/2024

   
  Complaint: 22557588
  
  I am rejecting this response because the assertion that **** cannot perform the work we agreed on with the evaluator flies in the face of what that evaluator and we agreed he would do:  clean and seal our wood floors.  The evaluator himself told us he would return to perform the work, so he, as the company expert and representative, knew EXACTLY what the work would entail and he told us confidently that we would see significant improvement.  It is clear that MANAGEMENT stepped in to withdraw the agreement we reached with ****.  I have already outlined in previous correspondence with the BBB the real reason for the withdrawal and that was because we caught the company in an error that would have resulted in an overcharge.  When we asked for an adjustment, the company refused and abruptly canceled the scheduled cleaning and sealing.  The brief response to our complaint through the BBB said absolutely nothing new.  It was perfunctory and insulting.  We urge the BBB to read the correspondence that we have submitted to date and compel **** to honor their original commitment to us.
  
  Sincerely,
  
  ******* ****

  Business response

  12/10/2024

  We stand behind our explanation and our decision not to provide service. 

*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. ↩