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Business Profile

Carpet and Rug Cleaners

COIT Services of Albuquerque
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for COIT Services of Albuquerque's headquarters and its corporate-owned locations. To view all corporate locations, see

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COIT Services of Albuquerque has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:10/17/2023

      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.
      On August 22, 2023, COIT cleaned the carpets in my home. At that time they took the oriental rug in my dining room to clean it and glue down a small portion of the cloth tape on the back that come loose. After receiving no communication from COIT regarding my rug, in September I finally spoke to someone in the office and about a week the rug was returned to me. Unfortunately, when the technician placed it on my floor, it would not lay flat. The tape on the back, which was supposed to have been glued down was all puckered. The technician returned it to the warehouse. Again, no communication from COIT about the problem. As I felt I was being given the run-around, I asked to speak to a manager and was put in touch with someone (probably not a manager) named **********. She adamently denied they had done anything to the rug and that they had received it that way. She said they could fix it for an additional charge. I stated that the rug was not in that condition when it left my house. She finally said she would look at the pictures they took when they received the rug and call me back. This was on September 16 and one month later I still have not heard from her. On October 9 I emailed COIT corporate offices asking for assistance in resolving the issue and no one from corporate has bothered to contact me either.

      Business Response

      Date: 11/14/2023

      The issue with ******** rug was pre-existing. She admits this as well during my phone call with her (I have a recording of this conversation). A portion of the backing on her rug was separated. We offered to glue it back on. No cleaning had been done yet since we were going to clean it at our shop. Our attempt to glue it back on was not successful due to the backing not being the same size as the rug (most likely why the backing was unattached in the first place). When we returned the rug, she told the technician that she did not like how we had glued the backing and asked us to take it back to our shop. After inspection, it was determined by us that the only way to fix the rug would be to stretch it. Since this is a round rug, stretching might work but it might not. At this point, we do not want to accept any further responsibility for ******** rug because she is not being reasonable. I told her that we could remove the glue and return the rug as it was previously with that portion of the backing detached. She said, "no." I said we could stretch and repair at an additional cost. To this, she also said, "no." At this point, we are at a loss because ****** is not being reasonable in resolving an issue that was never even caused by us in the first place. 

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