AAA Vacuum & Sewing Center

The customer brought her machine in to our store in January. It was purchased elsewhere but she said it was still under warranty from [redacted]. At that time we were a [redacted] warranty dealer. Several days later we called and told the customer that [redacted] denied the claim and that if she wanted it...

repaired she would have to pay for it. Customer became upset over this. We explained that it was out of our hands and she could contact the company directly or where she purchased it to see if they would take care of it at no charge,A few months went by and customer called again as to status, We explained the situation again to her. We also told her we were no longer a [redacted] warranty dealer as we did not renew our contract. She had the option of taking it to [redacted]'s in [redacted] as he was a dealer if she did not want to pay for the repair and see if he could do it under warranty.
This went on again for a few more months until customer agreed to have it fixed and pay for it. We ordered the part and called her In August when it was done. We did not hear from her again until October. At that point she said she went out and bought another cleaner, therefore we should not charge her for this repair. I called and left a message on her answering machine, I gave her the option of us taking the part out and she could have it at no charge. Although we did clean it and check the motor, etc l Would not charge her for the labor. In essence the cleaner was fixed and all she had to do was buy a filter elsewhere if she wanted and she would not be charged for anything or she can pick it up already fixed like she had authorized us to do in August. I said to let me know what she wanted to do. I never received a return phone call.
We did not hear from customer again till her husband picked it up several weeks later and paid for the repair. As far as we are concerned the matter is resolved.SincerelyDeborah E

Hello,
AAA Vacuum & Sewing never called me to say the vacuum was finished in August. I called them and she said it wasn't fixed yet. I had to call again in October to get them to call me to tell me the vacuum was fixed. I never said that I wanted this vacuum to be free because I brought another one. I told her that I brought another one because I couldn't wait any longer. The only time I said that I should not have to pay for it was in October, when they didn't call me back yet to tell me it wasn't fixed. I'm telling the honest truth. I have never lied about a business. 
Sincerely,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Review: I brought in my [redacted] Airspeed vacuum that was less than a year old into AAA Vacuum & Sewing Center in [redacted], PA back on January 23, 2014. A few months later I called and they said that they were going to order the part which I had no problem in them doing. Over a month passed and from that point on until mid October 2014 I called monthly. In August they told me they were going to order the part and I was a little upset by that because they told me this months ago. I contacted them in October and the lady on the phone was so surprised that I brought in my vacuum 8+ months ago and didn't get it back yet. I did not get a call back that day and sent them an email about how unhappy I was about their service, that I had to keep calling them and hadn't gotten back my vacuum yet (now 9 months later). I got a phone call the day after from a guy who clearly sounded nervous and even said that he didn't know what happened and that the vacuum was ready. When we picked up the vacuum that day after our vacuum was buried so far back that it was hard to find. The receipt said it was completed on August 13, 2014. I was told back on January 23, 2014 that I would get a phone call when it was done…9 months later in October 2014 and no phone call (I had to always call) when the vacuum was repaired in August, 2 months ago.Desired Settlement: I felt like I was dragged along during these past 9 months , since January, with my vacuum. I had to keep on calling to find out what was going on. I wrote an email in mid-October saying that I should not have to pay for the services and the lady told me that if I don't want to pay then she'll take the part out. It shouldn't have taken this long to get somewhere and get the vacuum back. I want a refund of $26.40 in a check.

Business

Response:

The customer brought her machine in to our store in January. It was purchased elsewhere but she said it was still under warranty from [redacted]. At that time we were a [redacted] warranty dealer. Several days later we called and told the customer that [redacted] denied the claim and that if she wanted it repaired she would have to pay for it. Customer became upset over this. We explained that it was out of our hands and she could contact the company directly or where she purchased it to see if they would take care of it at no charge,A few months went by and customer called again as to status, We explained the situation again to her. We also told her we were no longer a [redacted] warranty dealer as we did not renew our contract. She had the option of taking it to [redacted]'s in [redacted] as he was a dealer if she did not want to pay for the repair and see if he could do it under warranty.This went on again for a few more months until customer agreed to have it fixed and pay for it. We ordered the part and called her In August when it was done. We did not hear from her again until October. At that point she said she went out and bought another cleaner, therefore we should not charge her for this repair. I called and left a message on her answering machine, I gave her the option of us taking the part out and she could have it at no charge. Although we did clean it and check the motor, etc l Would not charge her for the labor. In essence the cleaner was fixed and all she had to do was buy a filter elsewhere if she wanted and she would not be charged for anything or she can pick it up already fixed like she had authorized us to do in August. I said to let me know what she wanted to do. I never received a return phone call.We did not hear from customer again till her husband picked it up several weeks later and paid for the repair. As far as we are concerned the matter is resolved.SincerelyDeborah E

Consumer

Response: