Aerus

Review: We contacted [redacted] at Aerus Electrolux to get a quote to have a central vacuum system installed.He came over on 1/29th I believe and started to install the unit. We did not have a written estimate or contract. [redacted] did not have the necessary tools to complete the installation. Did not have glue, step ladder or proper drill bit. Tried to sell us a more expensive outlet that was made for a boat. Could not shut it off and he had to remove it. He borrowed glue from my husband and was asking my husband for help installing it.When we confronted him to see if he was a licensed contractor, he admitted he wasn't. He assured us that it would not affect the warranty and that he could do the job properly.He then gave us a quote and we agreed to let him finish since he had spent one whole day already. But, I told him that I would not pay for his extra labor because he doesn't know what he is doing. I would only pay one set labor price. But because of his incompetence and lack of proper tools(does not have a tape measure) the hose did not reach all parts of the house. He did not account for the hose shrinking once the vacuum was turned on. Now he wants to charge us $371.00 more. I said that I would pay for parts and not labor. That was his incompetence and lack of knowledge. He had to come over 5 times and he still had the wrong parts and is supposed to come back again.Product_Or_Service: Aerus Central LuxAccount_Number: [redacted]Desired Settlement: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)Do not want to pay for additional labor. He does not know what he is doing. When we had our electrolux unit installed in our old house it only took one day. I do not rememember the cost because this was about 30 years ago. But, I do know that it took at least 2 people and they finished it in one d

Consumer

Response:

The original complaint is against [redacted] Vacuums who is the Hawaii representative for Aerus. His office is [redacted]. He has two phone numbers [redacted] and [redacted]. His parent company is Aerus L.L.C.and yes they are located in [redacted]

Business

Response:

This

letter is in response to your correspondence dated April 9, 2015, regarding a complaint made by [redacted]. Thank you for giving us the

opportunity to respond to the complaint.

Please be advised that Aerus LLC is the manufacturer of Aerus branded

floor care products, as well as air and water purifiers and other healthy home

products, which are sold and distributed through a network of independently

owned franchises.

The

transaction in question is between Mrs. [redacted] and [redacted] Vacuums, Inc. the

independent franchise in [redacted].

We have no direct knowledge of the actual transaction, but we are

certainly interested in customer satisfaction and will try to assist in

resolving this matter.

We have contacted

[redacted], the franchise owner in [redacted].

We understand that recently he was in an automobile accident, leaving

him temporarily unable to travel, which is causing delays in rectifying this

issue.

I have

also spoken directly with Ms. [redacted] and requested a copy of the sales

agreement and any toher documents she may have, specifically any installation

agreement. Normally our Aerus contracts

do not include installation, therefore

we do need to understand what the installation agreement was between Mrs.

[redacted] and [redacted] Vacuums.

Customer

satisfaction is very important to Aerus, and we appreciate your patience while

we work to resolve this issue. If I can

be of assistance in the meantime, please feel free to contact me by calling

[redacted].

Sincerely,

Aerus

Customer Service

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No one has contacted me from Aerus. The only person that I have talked to regarding this complaint is the local representative [redacted].As I have stated before, [redacted] is not a liscensed installer. His work is subpar and he takes too long to do a simple job. He does not have the skills or the necessary tools to do the job correctly. I have given you some pictures of his work. If you need more I can send you all the mistakes that are very apparent in our installation. I want a liscensed installer to complete the job and correct the work that [redacted] did. I think that Aerus should pay for the repairs.

Regards,

Business

Response:

4/20/15: We have attempted to contact customer several times and have left messages at [redacted]5, but have not received a return call. If this is not the correct number, please advise. In our messages, we have requested copies of any paperwork that the customer may have regarding the purchase of the central vacuum, and particularly the agreement regarding installation of the central vacuum so that we may determine responsibility. These documents can be emailed to [redacted] or by fax to [redacted] or by postal service to : Aerus Customer Service[redacted]. The customer may also contact [redacted] in our customer service department at [redacted] as she has been assigned this case. We will need copies of these documents before we can proceed.Thank you,Aerus Customer Service

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did get in touch with the Aerus Representative, [redacted] and sent her all the information that had. That is copies of the bill that [redacted] had given me. And she did ask if it was correct that we just wanted to have the central vacuum installed properly and our walls fixed and I had told her that was what we wanted. But I haven't heard back from her. I am still waiting to see how they want to handle this. So I would appreciate keeping this complaint open. Regards,

Business

Response:

Thank you for your message and please accept my apology for the delay. We have been trying to work through the local Aerus franchise dealer to get your concerns addressed, but unfortunately have not been very successful at the local level. We have forwarded your information and photographs to our Risk Management office at our corporate headquarters. They responded yesterday that they would most likely be able to assist in addressing your concerns and getting this resolved through our insurance company. They have asked that you please get a written quote for us from a qualified installer of what it would cost to fix the problems you have documented with your central vacuum installation. If you will please forward that written quote to me I will see that it is given to the appropriate person and we will hopefully be able to resolve this as soon as possible.In one of my emails with [redacted] he mentioned something about the pvc piping under the house needs to be glued, so you should have that looked at and if it is needed, have that included in the quote as well.Again, I am sorry for the length of time this has taken so far, but once we have the quote, hopefully we will be able to quickly resolve the problems.Thank you.[redacted]Manager,Aerus Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: THEY SOLD ME A DEFECTIVE UNIT WHICH FLOODED MY BASEMENT THEN WE WORKED OUT A DEAL INSTEAD OF ME CONTACTING MY ISURANCE THAT THEY WERE GOING TO GIVE ME A CHECK FOR 400 TO COVER THE DAMAGE BUT THEY NEVER DID CONTRACT NUMBER I S [redacted] BOUGHT ON 8/6/2013 FROM ONE OF THEIR FRANCHISE AUGUSTA MAINE [redacted]Desired Settlement: APPOLOGY AND A CHECK FOR 400 LIKE WE AGREED TO CONTACT OWNER IS JOE AT [redacted]

Business

Response:

September 10, 2013 [redacted] Re: Revdex.com Complaint ID: [redacted] Dear Mr. [redacted], We have been informed of the problem you experienced with the independently-owned Aerus dealership in Augusta, ME. In an effort to rectify this issue, I was also informed that a check in the amount of $400.00 was mailed to you on September 5th. I contacted you on September 9th and you confirmed with me that you had received the check, and that your water unit has been repaired to your satisfaction. We apologize for the inconvenience, and appreciate the patience you have shown during this time. If I can be of further assistance, please feel free to contact Customer Service by calling ###-###-####. Sincerely, [redacted] Aerus Customer Service Cc: Revdex.com of Western Virginia [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Aerus sales person came to my home to demonstrate air purifier and vacuum. I wanted the vacuum that he showed me but I was only approved for an inferior vacuum. I was approved for $1400. And I kept the used vacuum and air purifier. Not even 30 days later I was unhappy with air purifier and vacuum and told company about this. They said I could not return it. I do not understand why. Mine was used I do not even have a box for vacuum. Also $1400 is a lot to pay for items I no longer want because I am very unhappy with its performance. Vacuum he demonstrated was better and I do not want this inferior one.

Product_Or_Service: vacuum and air periferDesired Settlement: I just want to return the product that was only used 7 times.

Business

Response:

Aerus LLC (formerly known as [redacted]) is the manufacturer of high quality floor care products, as well as air and water purifiers. Our products are sold through independently owned franchise dealers. Ms. [redacted] December 20, 2014 purchase was made through the independently owned dealer, [redacted] Services located in [redacted] and owned by [redacted] We do not have any first hand knowledge as to the circumstances of this purchase transaction..Nevertheless, we have spoken with the franchise owner and he confirms that Ms. [redacted] did purchase an air purifier and an upright vacuum, for which she provided a down payment check and financed the balance. The vacuum she purchased was a window display unit and was sold at a reduced price, but does come with a full warranty. Our franchises have a strict 3-day cancellation policy which is noted in bold on the sales agreement that Ms. [redacted] signed. Unfortunately, the cancellation request came well beyond this 3 day period, so we cannot require them to cancel.If Mrs. [redacted] does not believe the vacuum is performing as it should, we can certainly have it checked by the franchise to ensure it is working well per our warranty guarantee. It will be necessary first, however, that Ms. [redacted] clear up her financial obligation to the franchise as there was a stop payment placed on her down payment check,. Once this issue is resolved, the franchise indicates they will be happy to check the unit if she feels it is not operating properly.Customer satisfaction is important to Aerus, and we are sorry that in this instance we could not offer a more favorable response to the request to cancel the transaction; however, we do stand behind our products and will ensure they perform properly. If we can provide further information or assistance, please don't hesitate to contact me.Sincerely,[redacted]Manager,Aerus Customer Service

Review: On April 20, 2013 I called the Electrolux # in Hyannis [redacted] & [redacted] called me back and came to my house on [redacted] within an hour as they were on Nant. already they took my upright and took one canister electrolux vacuum cleaners to Hyannis and gave me a receipt for the check #[redacted] that I have them for $618.12. The machines were to be “turned up”. They ([redacted] & [redacted]) promised to send all 3 elextrolex vacuum cleaners back to [redacted] via plane on 4/24/13 which did not happen. I waited all day I called the airport twice and I finally called Aerus in Hyannis and was told you’re that they were backed up and would have them radt on next day (4/25/13). I waited all day again on the 25th, no vacuums. I called again and was told that 2 of the 3 vacuums were “in such bad shape that we threw them away”. I said “you can’t throw them away I want them back they are my property. We argued and I finally told them that they were stealing from me since the vacuums were my property. They put me off and put me off. I called them back on the 27th and talked ot to “the owner” who claimed he knew nothing about it. Owner said “let me check into it” and then came back to the phone and said that they were thrown away one canister and 1 upright. I said to the owner “if you can’t get them back, I’ll come over to Hyannis and you can show me where he dump is and I’ll get them myself.” Oh you can’t do that, we’ll see what we can do. Everytime I called back, I was told they were thrown away and we can’t do anything about it. I called them on 4/29/13 to tell them that my friend [redacted] was coming to Hyannis to pick up my 3 vacuum cleaners. The 2 supposedly thrown away and the upright supposedly fixed. They told my friend [redacted] that I had called them and Given them permission to throw away my 2 vacuum cleaners and go she left with the 1 repaired supposedly mine and a new one to replace the 2 thrown away. The new vacuum was not new (see photographs) and he one repaired was not mine).Desired Settlement: I want my 3 vacuum cleaner back that were given to [redacted] & [redacted] took away representing Aerus LLC on 4/20/13 from my home in [redacted]. I want my $618.12 returned to me. I want the $27 I paid for airfreight. I will return the supposedly “new” vacuum (not new) and the supposedly vacuum of mine repaired (not mine) and I will find a more reputable company to do the work. And $618.12 & 27.00 does not repay me for 3 wonderful Electrolux workhorse vacuum cleaners if they are not returned. I am 80 years old and feel as though I was a sitting duck for the plucking. Aerus nor its representatives had any right to dispose of my property without my permission

Business

Response:

September 27, 2013 [redacted] Revdex.com of Western Virginia Re: Case # [redacted] Dear Ms. [redacted], This letter is in response to your correspondence dated September 23, 2013 regarding a complaint made by [redacted]. Thank you for giving us the opportunity to respond to the complaint. Please be advised that Aerus LLC is the manufacturer of Aerus branded vacuum cleaners, air purifiers, floor polishers and other quality home products. These products are sold, distributed and serviced through our network of independently owned franchises. The transaction in question was between Ms. [redacted] and VaccumMan, LLC, the independent franchise in Hyannis, MA. We have no firsthand knowledge of circumstances of this transaction; however, we are interested in assisting with an acceptable resolution to the problem. Customer service is very important to Aerus, and I have been in contact with [redacted] and [redacted], owners of this franchise location, and am awaiting their response regarding Ms. [redacted]’s issue. I will be back in touch with you as soon as I have more information. Sincerely, [redacted] Aerus Customer Service ###-###-####

Business

Response:

[redacted]Revdex.com of Western VirginiaRE: Case #[redacted]Dear Ms. [redacted]:As noted in our previous communication, we have notified the independently owned Aerus franchise dealer of the complaint filed by Ms. [redacted]. We have spoken with both the owner of the franchise and Ms. [redacted] regarding this situation. The representatives who originally picked up Ms. [redacted]’s units are no longer employed by the franchise, so there are several details of the situation that we are unable to confirm exactly what may have occurred. Both parties seem to agree, however, that three machines were picked up for repair (although neither party could verify the age and condition of two of them). Mrs. [redacted] paid $618.12: $50 for bags that she received and the balance $568.12 was for repairs. Each machine was to have a preventative maintenance service and cleaning for $189.37 each. One machine was service and has been returned to Mrs. [redacted]. The other two machines are missing and we have to assume at this point they will not be located. As compensation for Mrs. [redacted], Customer Service and the franchise owner would like to offer a brand new unit (either canister or upright, whichever she prefers) shipped directly from the factory to her so there would be no question about the cleaner’s newness. The Classic canister has a retail value of $1,000 with 5 year warranty and the Guardian upright has a retail value of $1,200 with a 10 year warranty (5 years on the accessories). Both come with extra filter bags and full accessories.The franchise had returned two used upright units to Mrs. [redacted] in an effort to resolve the situation. She has told us that one of them is hers and the other is not. We would pick up the one that is not hers and return it to the franchise. The one that is hers is not performing as well as she feels it should. This unit still has a repair warranty, so we would pick it up also and have the franchise do a complete service check and ensure it is working properly, then return it to her. When completed Mrs. [redacted] would then have one of her units, repaired and returned, and a brand new unit of her choice.We discussed this with Mrs. [redacted] a few days ago, and she seemed interested in receiving the new unit, but she wanted the Revdex.com to review this proposed solution before she made a decision to accept the offer or not. Please let us know if this will be a satisfactory resolution to the complaint and if so, which new machine Mrs. [redacted] would like. We can send literature on both units for her to review first if she would like. We will also make arrangements for Federal Express to transport the other units to the franchise, and the one back to her after the service check.Thank you for your assistance in this matter and we look forward to hearing from you.[redacted]Aerus Customer Service Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] contacted the consumer two weeks ago and was going to send her a letter with the company's proposal and she will look it over and get back with her. However, Ms. [redacted] has not sent the letter. Please send the letter as promisedRegards,[redacted]

Business

Response:

Dear Ms. [redacted]: As we discussed on the telephone, Aerus (formerly Electrolux) would like to offer you the following to compensate you for your two older vacuums that were lost by the Aerus franchise office in Hyannis, Massachusetts. --Your choice of any of the vacuums that we currently offer. The vacuums range in suggested retail price from $1,000 to $2,200. The vacuum of your choice would be shipped to you directly from the factory so we would be sure it is brand new. I am enclosing additional information on each of the vacuums so that you can review the features and warranties of each. The units come with warranties ranging from 5 years to 20 years. --We will pick-up your upright vacuum and have it serviced again at the franchise to ensure that it is working well and return it to you, at no charge to you, of course. This unit will have a one year service warranty. --We will pick up the other used upright that was left with you and return it to the franchise. In making this offer we are considering the value of the two machine that were lost as approximately $200 each ($400 for both), and the service that you paid for on the two machines of $189.37 each (total for both $378.74) making the combined total value that you should be compensated for as $778.74. The value of the new machines we are offering range from $1,000 to $2,200. We believe this is a fair and equitable settlement to this situation. Please let us know as soon as possible if you would like to accept this offer and which machine you prefer. If you have questions about the features of the different machines, please feel free to call me at ###-###-####. Sincerely,[redacted]Aerus Customer Servicecc: [redacted], Revdex.com [redacted], Aerus Customer Service Mgr.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]