First of all, I want to say that Coit said they'd make it right -- but since they didn't do it right the first time, I had lost confidence in them. Especially since they were charging a lot of money!
What happened was I bought a beautiful 8x10 Oriental wool rug at a second hand store and I wanted it clean before I brought it in my house. Although I've never used Coit before, in my mind I thought they were the absolute best. (Shows what advertising will do, huh?) So I called them. A very nice man came out, looked at the rug and told me it would be $290 to clean and Scotchgard it and they would refasten the fringe at the corners where it was coming loose. That was twice what I expected, but I gulped and said "okay." After all, this elegant rug deserved the very best, right?
8 days later he brought it back. Because there was furniture to move, he said he would have to come back with another employee on Monday. Over the weekend, friends came over and we moved the furniture and unrolled the rug. I immediatelysaw that the fringe had not been fastened down. Also, there were a lot of dark places, especially along the edge. Since it was evening, I thought maybe a trick of the light.
In the morning I took a white towel, dampened it and gently rubbed the dark edge. The towel came away dirty. I tried in the middle of the rug -- same thing. Then I inadvertently knocked over the water I was using to dip the towel. The water soaked right in -- didn't stay on top as one would expect of Scotchgard. In other words, they returned the rug to me in basically the same condition that it was when they took it.
I called Coit and told them how unhappy I was with this. They then offered to re-do it, but I told them I wanted a refund. To their credit, they did not argue, but agreed to refund my money.
Since then I have talked to several people about my experience and have learned that Coit in Las Vegas has changed management. Perhaps they're breaking in new staff or something, but I just want peole to know that they should not automatically assume this company will live up to its reputation because it sure didn't with me.