Carson Vacuum & Cleaning Products

Complaint(taken from my letter sent to his place of business twice in the last two months) The last time I had my vacuum in your shop was to repair/replace the foot pedal or housing depending on what the problem was. When I picked up the vacuum, your repair person told me that although the foot pedal wasnt working, it would be okay to use. It was not even put back together correctly which I discovered when I started vacuuming. It wasnt tightened up correctly and was loose on one side of the machine, which might have caused further damage. Another repair person on your staff, who is no longer working there, had said it probably needs a new housing, which you did not agree with.There was also a crack on the grip when I came to get it, it looked superficial, but when I was vacuuming, it broke apart within ten minutes of use. The wand, which wasnt cleaned when the vacuum was serviced by your shop, stuck to the base of the machine after the service. After the next time, I had it in the shop, the extension of the wand fell out every time I pulled it out of the base. Due to a scratch on it, It looked like someone had tried to repair it by forcing it into locking position with a screwdriver.Product_Or_Service: service and repair on vacuumOrder_Number: unknownDesired Settlement(taken from my letter stated above)With this letter I am requesting to be reimbursed the $100 charge for service on my vacuum for the following reasons:Business Response On June 23, 2014 [redacted] brought a vacuum in for repair. We do free estimates so no money was ever exchanged. On June 24th [redacted] picked up her vacuum stating that she needed it and would bring it back at a later date. ( I have a copy of that tag) On July 9, 2014 [redacted] brought her vacuum in again for a free estimate. (I have a copy of that tag) This time the owner and her had discussed an amount of $100.00 to repair her vacuum, but parts needed to be specially ordered first. NO MONEY is ever collected on a repair until the repair is complete and a 90 day guarantee in writing goes out with all our repairs. On a later date [redacted] demands her vacuum back even though the repair was not done and parts were already ordered in good faith that [redacted] was going to have us do the work. [redacted] has never complained about the quality of work in the past nor has she ever complained about any of the staff. We aim to please and make it a point to try and make every customer a happy customer. As mentioned before, we send out a 90 day guarantee ( a copy to follow) with every single vacuum. Therefore, I am truly confused on how we owe a customer a refund when we never received money to begin with. In her demand for reimbursement, she never provided proof of payment for the repair of her foot peddle. As she walked out of our store with her vacuum, her last comment was that she would be taking her business elsewhere and never mentioned that we owed her anything. If money had been exchanged, logic is she would have requested it that day. Carson Vacuum owes nothing to this customer. We are sorry we lost her business, but that was her choice. The day after [redacted] picked up her vacuum her parts were delivered and we have yet to recover our cost for ordering those parts and we are unable to return the parts due to the fact that they were a special order. (NO REFUNDS) I thought this was resolved when the customer made the choice to take her business elsewhere.