Acton Vacuum & Appliance

The Customer believes the following facts are not contested by either party: [redacted] The Business stated in writing that a hose was dropped off with the vacuumThis indication is in the Business's original work order of which the Customer has a copy [redacted] The Business acknowledges that it did not return a hose with the vacuum [redacted] The Customer claims that he remembers dropping off the hose with the vacuum [redacted] The Customer claims that he and his wife spent considerable resources searching for the hose in his car and home [redacted] The Business claims that it spent considerable resources searching for the hose on its premises and for any evidence indicating the possibility that the hose left the store by accident.Again, the Customer believes the above to be uncontested facts.The Customer appreciates the effort made by the Business to find the missing hose or to find an explanation for its disappearance but the Customer does not agree with the logic in the Business's conclusion.In the Customer's opinion the following statements are true but believes them to be contradicted by the Business: [redacted] The Customer verbally accepted, via phone, the Business's claim that it had selected surveillance video which showed a vacuum on the bench without a hoseThe Customer told the Business that he was not interested in seeing a video of a vac on a workbench [redacted] The Customer said that he was interested in any video that showed him dropping off the vac with or without the hoseIn the same phone call the customer verbally accepted the Business's statement that the video of the Customer entering the store with the vacuum had been "erased"The Customer did not question how that portion of the recorded video came to be erased [redacted] The customer believes that the erased video would have been relevant to this case but that the selected video is irrelevant because it supports neither party's argumentSpecifically the hose could have been removed from the vacuum while it was in possession of the Business prior to the beginning of the selected video [redacted] The Business offered to call the Customer back that same day with an "our cost" price quoteThe Business did not mention that the item was not in stock nor mention anything about shipping costsThe Business never called back with the price or availability information contrary to its promise to do so that same dayThe Business did not call back on any subsequent day for any purpose [redacted] The Customer, needing a vacuum hose for health reasons in addition to general housekeeping, decided to replace the missing hose from a Dealer that had the item in stock rather than continuing to depend on the Business to fulfill its written contract or to belatedly follow through with its verbal promises to the Customer.The Customer's demands have not been substantively challenged and remain in effect as presented to the Revdex.comThe Customer's Credit Card company which is a proxy for only a portion of the financial transactions has requested, and will receive, copies of the Revdex.com reports from both parties.The Customer hopes that the Business believes the Customer's sincerity in making the statements provided here and also hopes that the Business will consider acknowledging the Customer's logic as reasonable even if the Business disagrees with the Customer's conclusion Regards, [redacted]

We are in receipt of your notification of a complaint filed by Mr*** *** regarding a missing hose of an older model *** Vacuum which was brought in for repairActon Vacuum and Appliance made a good faith effort to determine if despite all our controls, we somehow mislaid ***
***'s hoseIn years in the business no other customer has ever claimed we have lost a partWe have a small 10xrepair area which we have under constant video monitoringDisposal is gated to a very small parts and paper wasteAll larger parts such as hoses and wands are not disposed but placed in specific storage cartonsWhen *** *** stated that we failed to return his hose, we invested large resources investigating the issueWe reviewed all video footageWe catalogued every hose in the repair room and recycling binWe reviewed all repairs brought into Acton vacuum prior to and post *** ***'s repair to see if a similar machine had been brought in for repairWe did not find a single electric *** hose that matched *** ***'s hose, nor were there any repairs made on machines identical to *** ***We asked *** *** to please take another look at his property to see if the hose had been misplaced during their weekend cleanupFor our part, I had staff move all our inventory throughout the entire store to see if a *** model hose identical to *** ***s was anywhere in the storeWe found nothingWe offered to supply *** with a new hose at our cost with us also paying shipping chargesI also offered *** *** the opportunity to view our video footageHe said he would come into see the video and discuss the issue and we never heard from him again*** ***'s decision to drive a long distance and purchase a new hose at retail price is not our concernWe made a serious good faith effort to determine if we made an error, which we could not but none the less offered a new replacement hose at costDespite the additional grief to him and us, our offer still stands for a replacement hose at our costWe wish *** *** came in to view footage and he would have seen his machine on the work bench in our repair room sitting without a hose*** also complained to *** but we had the *** rep review our video footage and discuss our repair control proceduresAgain, there was no need for *** *** to go through so much griefThat was his decision, not oursTo reiterate, our offer stands but as of now, we consider the matter closed

The Customer believes the following facts are not contested by either party: * The Business stated in writing that a hose was dropped off with the vacuumThis indication is in the Business's original work order of which the Customer has a copy. * The Business acknowledges that it did not return a hose with the vacuum. * The Customer claims that he remembers dropping off the hose with the vacuum. * The Customer claims that he and his wife spent considerable resources searching for the hose in his car and home. * The Business claims that it spent considerable resources searching for the hose on its premises and for any evidence indicating the possibility that the hose left the store by accident.Again, the Customer believes the above to be uncontested facts.The Customer appreciates the effort made by the Business to find the missing hose or to find an explanation for its disappearance but the Customer does not agree with the logic in the Business's conclusion.In the Customer's opinion the following statements are true but believes them to be contradicted by the Business: * The Customer verbally accepted, via phone, the Business's claim that it had selected surveillance video which showed a vacuum on the bench without a hoseThe Customer told the Business that he was not interested in seeing a video of a vac on a workbench. * The Customer said that he was interested in any video that showed him dropping off the vac with or without the hoseIn the same phone call the customer verbally accepted the Business's statement that the video of the Customer entering the store with the vacuum had been "erased"The Customer did not question how that portion of the recorded video came to be erased. * The customer believes that the erased video would have been relevant to this case but that the selected video is irrelevant because it supports neither party's argumentSpecifically the hose could have been removed from the vacuum while it was in possession of the Business prior to the beginning of the selected video. * The Business offered to call the Customer back that same day with an "our cost" price quoteThe Business did not mention that the item was not in stock nor mention anything about shipping costsThe Business never called back with the price or availability information contrary to its promise to do so that same dayThe Business did not call back on any subsequent day for any purpose. * The Customer, needing a vacuum hose for health reasons in addition to general housekeeping, decided to replace the missing hose from a Dealer that had the item in stock rather than continuing to depend on the Business to fulfill its written contract or to belatedly follow through with its verbal promises to the Customer.The Customer's demands have not been substantively challenged and remain in effect as presented to the Revdex.comThe Customer's Credit Card company which is a proxy for only a portion of the financial transactions has requested, and will receive, copies of the Revdex.com reports from both parties.The Customer hopes that the Business believes the Customer's sincerity in making the statements provided here and also hopes that the Business will consider acknowledging the Customer's logic as reasonable even if the Business disagrees with the Customer's conclusion
Regards,
*** ***