Amerivac Vacuum Center

April 10, 2014
This is a response to consumer complaint ID # [redacted].My name is [redacted], owner of the company and the person whom tie customer personally dealt with. I have been in business for 29 yrs. and have NEVER had an issue with even ONE customer, and now the 2nd in 6...

months.With regards to this particular customer complaint, this customer did indeed contact me regarding an issue with his central vacuum and asked me if I worked on [redacted] central vacuums. I informed him I did but let me state ahead of time that I never told him I was an authorized [redacted] service center using original factory parts. The subject never came up. I set an appt. at his residence to check on the issue.After returning to my store and determining that the motor and board needed replaced, I called him with an estimate of $423.98 inc. tax and he agreed to it.After the repairs were completed using what I had felt to be reasonable replacement parts, the customer picked up his vacuum unit. I havn’t heard from him an til over 30 days later. One would think that surely he would notice lower suction long before that as most people clean their homes once or twice weekly.On March 11th, he came into my store requesting detailed information on the motor that I installed but never explained to me why...I thought it was a bit peculiar but informed him that I didn’t have that information at my store but would contact the supplier for the information, which I did via email. During the same day the customer and I had chatted again via phone and I requested his model number and also offered to take another look at the unit while waiting for the information requested, to see if there’s something I could do regarding the possibility of installing a stronger motor in it if it would fit, etc. but he refused stating that “ whether it’s a 2 stage or 3 stage motor makes no difference”...Listen, I don’t pretend to be the expert at this man’s job so I don’t appreciate when he feels he’s the expert at mine. The only reason I didn’t return this customer’s call within a few days is because I hadn’t heard from my supplier yet so there was no information to share with him. I never told him I “couldn’t” get the information. I just didn’t receive if as of yet, Sometimes these things take reasonable time to attain and it’s not like his vacuum system wasn’t working at all. He could still use it, As far as getting “angry”, I was alone at the store and informed him I had a customer and had to go and would call him when I got the information and hung up. I can't help if he misjudged the emotion at the time.This is simple case of “customer impatience”. This man refused to allow me to look at his system a 2nd time free of charge but instead took it upon himself to not only have someone else look at it, which is fine, but to actually install an original motor and electronic board in it, pay for it and then expect me to give a full refund on my parts and labor without allowing me to try to make it right is just out of the question.This customer called me with the ultimatum that either I give a full refund on the parts he had the other technician remove, or he will seek legal action. I of course declined his “proposal”.This is not the way I do business and I nor anyone would ever agreed to this. As far as I’m concerned, once he allowed someone else to touch my work without first giving me an opportunity to correct it, any implied warranty or potential correction regarding my work on the product was null and void. I then stopped looking for the information he requested. I feel I acted in the best interest of my customer as I always have done for almost 30 years and completed the job to the best of my abilities. If he wanted “factory” motors etc., he should have specified this from this from the start and we wouldn’t where we’re at.In closing, I will net refund a customer for work that he approved including parts and labor just because he feels that the work wasn’t sufficient for the following reasons:1.    He waited more than 30 days to contact me and when he did, it was handled poorly. That’s not a reasonable amount of time in my opinion.2.    He only waited a 2 days for the information requested prior to contacting someone else.3.    He would not allow me to take another free look at it but instead had the motor and board replaced without any pre-approval from me that I would even consider reimbursing him for the original work.I respectfully request that there is no negative feedback placed online or anywhere else as I feel I have acted in the best interest of the customer from the beginning and apologize for the apparent animosity.Sincerely

Review: In January 2014 I contacted Amerivac Vacuum Center to repair our [redacted] central vacuum, model # [redacted]. We picked the [redacted] canister up on February 8, after repairs were made. My wife was the first to use the central vacuum, after repairs. She noticed a significant decline in performance compared to pervious performance but did not want to say anything to me until I used the central vacuum. I used the central vacuum, for the first time following repairs, within the first week of March. I immediately noticed a significant decline in performance from previous performance of vacuum specific to a significant decline in suction. When I told my wife of my concerns, that same day, she shared her concerns/experience related to the decline/substandard performance in suction.

On March 11, I returned to Amerivac Vacuum Center and discussed my concern with [redacted], owner/operator. I stated I was attempting to diagnosis the problem and requested the make, model #, and specifications, of the replacement motor installed, specific to water lift, air watts, CFM, voltage, and hertz. I stated I wanted to compare the specification of the motor he installed with the [redacted] manufacture's recommended replacement motor specifications. [redacted]'s initial response was "this is a highly unusual request." [redacted] requested time to find the information and assured me he would obtain the specifications requested.

On March 11, [redacted] called asking for the [redacted]'s model number. When I questioned why, [redacted] stated he wanted to compare the [redacted]'s specifications with the replacement motor he installed. He stated he wanted to check if he used the proper replacement motor. I complied and shared the [redacted]'s model number, [redacted].

[redacted]'s second and last call came on March 11 stating he was unable to share the specifications I requested. I stated if I was not provided with the specifications then I would call a third party vacuum repair company to assess our performance issues and Amervivac's parts used. [redacted] became angry and stated he could not discuss this issue at this time and he would have to call me back. [redacted] hung up the phone.

March 12, no return call from [redacted].

March 13, no return call from [redacted].

On March 13, I had [redacted]. out to assess our [redacted] Central Vacuum and the significant decline in performance. [redacted] is an authorized [redacted] representative and the original installer of our unit. Unit was installed in 2009. What [redacted] found were substandard products, unacceptable for the [redacted] model [redacted] power unit and inappropriate for the size/square footage of our home. [redacted] documented further that the replacement motor installed by Amerivac was incapable of providing the necessary suction for the square footage of the home. [redacted] removed the sub-standard motor and electronic relay installed by Amerivac and installed [redacted] parts recommended by the [redacted] manufacturer for model number [redacted].

On March 13, I called [redacted] and informed him of [redacted]'s findings. I requested that I return his substandard motor and substandard electronic relay and he reimburse me in full for $423.98. [redacted] declined my offer for resolution and I ended the call.Desired Settlement: I return the motor and electronic relay installed by Amerivac and Amerivac refund me in full for $423.98.

Business

Response:

April 10, 2014This is a response to consumer complaint ID # [redacted].My name is [redacted], owner of the company and the person whom tie customer personally dealt with. I have been in business for 29 yrs. and have NEVER had an issue with even ONE customer, and now the 2nd in 6 months.With regards to this particular customer complaint, this customer did indeed contact me regarding an issue with his central vacuum and asked me if I worked on [redacted] central vacuums. I informed him I did but let me state ahead of time that I never told him I was an authorized [redacted] service center using original factory parts. The subject never came up. I set an appt. at his residence to check on the issue.After returning to my store and determining that the motor and board needed replaced, I called him with an estimate of $423.98 inc. tax and he agreed to it.After the repairs were completed using what I had felt to be reasonable replacement parts, the customer picked up his vacuum unit. I havn’t heard from him an til over 30 days later. One would think that surely he would notice lower suction long before that as most people clean their homes once or twice weekly.On March 11th, he came into my store requesting detailed information on the motor that I installed but never explained to me why...I thought it was a bit peculiar but informed him that I didn’t have that information at my store but would contact the supplier for the information, which I did via email. During the same day the customer and I had chatted again via phone and I requested his model number and also offered to take another look at the unit while waiting for the information requested, to see if there’s something I could do regarding the possibility of installing a stronger motor in it if it would fit, etc. but he refused stating that “ whether it’s a 2 stage or 3 stage motor makes no difference”...Listen, I don’t pretend to be the expert at this man’s job so I don’t appreciate when he feels he’s the expert at mine. The only reason I didn’t return this customer’s call within a few days is because I hadn’t heard from my supplier yet so there was no information to share with him. I never told him I “couldn’t” get the information. I just didn’t receive if as of yet, Sometimes these things take reasonable time to attain and it’s not like his vacuum system wasn’t working at all. He could still use it, As far as getting “angry”, I was alone at the store and informed him I had a customer and had to go and would call him when I got the information and hung up. I can't help if he misjudged the emotion at the time.This is simple case of “customer impatience”. This man refused to allow me to look at his system a 2nd time free of charge but instead took it upon himself to not only have someone else look at it, which is fine, but to actually install an original motor and electronic board in it, pay for it and then expect me to give a full refund on my parts and labor without allowing me to try to make it right is just out of the question.This customer called me with the ultimatum that either I give a full refund on the parts he had the other technician remove, or he will seek legal action. I of course declined his “proposal”.This is not the way I do business and I nor anyone would ever agreed to this. As far as I’m concerned, once he allowed someone else to touch my work without first giving me an opportunity to correct it, any implied warranty or potential correction regarding my work on the product was null and void. I then stopped looking for the information he requested. I feel I acted in the best interest of my customer as I always have done for almost 30 years and completed the job to the best of my abilities. If he wanted “factory” motors etc., he should have specified this from this from the start and we wouldn’t where we’re at.In closing, I will net refund a customer for work that he approved including parts and labor just because he feels that the work wasn’t sufficient for the following reasons:1. He waited more than 30 days to contact me and when he did, it was handled poorly. That’s not a reasonable amount of time in my opinion.2. He only waited a 2 days for the information requested prior to contacting someone else.3. He would not allow me to take another free look at it but instead had the motor and board replaced without any pre-approval from me that I would even consider reimbursing him for the original work.I respectfully request that there is no negative feedback placed online or anywhere else as I feel I have acted in the best interest of the customer from the beginning and apologize for the apparent animosity.Sincerely

Review: I brought my vacuum in to get it fixed on 9/7/13. I showed them what was wrong. A piece on one side was loose. I picked up the vacuum on 9/16/13 and was charged me $124. My vacuum was cleaned and they had replaced parts that were not broken (filters and rollers). I got it back in the same non-working condition with the loose piece. When I contacted the shop, the owner told me that he did not know how to fix the part that was loose. He did not tell me that when I showed him the issue on 9/7/13, nor when he called me to give me the price of the repair. I explained that I would not have consented to the repairs of the other parts, he had explained that he could not fix it because it does not make any sense to fix other parts of the machine, and leave it in the same non-working condition. I asked for a refund and he refused.Desired Settlement: I would like my $124 refunded.

Business

Response:

October 1,2013

AmeriVac Vacuum Center 439 Eisenhower Drive Hanover, PA 1733###-###-####

[redacted],

This is a response to consumer complaint ID # [redacted].

My name is [redacted], owner of the company and the person whom the customer dealt with. I have been in business for 28 yrs. and have NEVER had an issue with even ONE customer, until now.

With regards to this particular customer complaint, she did indeed bring her vacuum in for repair on 9/07/13 with some areas of concern. I informed her as I do all of my customers that a free estimate will be provide via phone for rejection or approval in which I did within a few days.

As memory serves me, the “piece on the side” she is referring to was something she wanted looked at as well as the rest but did not specify that that was her “main” issue. I informed her verbally that I would look at it as well, which I did.

I called her with an estimate of what all needs to be completed for proper cleaning efficiency and she agreed to have it completed which they were. I have no idea why she is stating that the parts were not necessary or broken. They were “worn out” and needed replaced. The part on the side in question isn’t broken, just not a very tight seal but the rest was necessary for proper efficiency. When her husband brought it back in with the part issue, I informed him that I can try to order the part to see if it helps but just to tape it for now and he just stated “ It is what it is” and walked out with it.

On the phone conversation with his wife, I did not inform her that I didn’t know how to “fix” that part but did tell her twice in the conversation that I would be happy to order the part to see if it would help seal that up. She never responded to that but only requested a full refund which I denied. She said “Ok”, hung up and apparently contacted you.

In closing, I will not refund a customer for work that was approved including parts and labor just because she feels the one part was not attended to. She received what she paid for. I would be happy to rectify the situation by ordering the part but will not order it until I get a w ritten approval from the customer. In good faith, there w ill not be a charge for this part.

I respectfully request that there is no negative feedback placed online or anywhere else as I feel I have acted in the best interest of the customer from the beginning and apologize for the apparent animosity.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As I said to **. [redacted] on the phone when I called him to discuss the vacuum being returned unfixed, we would not be in this situation if when he called me with the estimate, he had explained to me that he would not be able to fix the issue that I took it to him for. If he had said that to me then, or when I initially brought him the vacuum and showed him the problem, I would have thanked him for his time and honesty and taken it somewhere else. Since I took the vacuum to him and specifically showed him my problem, when he called and gave me a price estimate, I was led to believe that by paying that price, the vacuum would be fixed but it was returned to me with this part in the same condition in which I gave it to him.