Elete Hydro Systems Inc

Thank you for this opportunity to address the circumstances surrounding the sale that occurred 
between Elete Hydro Systems and [redacted] on September 11, 2014.
On that day,our sales representative was setting appointments to showcase our product in the area, 
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when Mr. [redacted],who was in his front yard, asked our sales rep what he was doing. Our sales rep then 
stated tnat we are shampooing any carpeted room for free in order to show off our cleaning system. 
Mr. [redacted] then asked our sales rep to take a look at his living room carpet and asked how long the
shampooing would take. Our sales rep took a quiclk peek into the home and introduced himself to 
Mrs.
[redacted],who stated she wasn't Interested.  At that point,our  sales rep left the home,but Mr. [redacted] 
stated that he wanted it done, so then Mrs.[redacted] agreed. As tl1e sales rep was demonstrating our 
cleaning system,a gentleman walked in and asked what was gotng on. Our sales rep Introduced himself 
and said that we are demonstrating our cleaning system. Not once did the gentlemen offer any 
information that Mr. and Mrs. [redacted] had dementia or was suffering from any form of 
mental impairment.
After shampooing the carpet and demonstrating the other features of the system,the sales rep asked 
the [redacted]s if they would be interested in the system. Mr. [redacted] asked his wife if she liked it and if 
she wanted one and she stated yes. Even at that point,the gentleman did not interject or say 
anything. After the [redacted]s agreed to purchase,the gentleman told Mr.[redacted],Ok I'm going to go,tell 
your daughter I stopped by. Our sales rep shook the gentleman's hand and told him it was nice to 
meet you, sir and the gentleman left.
After the monthly contract was finished,the finance company spoke with Mr. and Mrs. [redacted] to verify
that they wanted the cleaning system. The finance company asked very specific questions that the 
[redacted]s would only know the answers to, including questions based off of their credit report. In 
addition,In order to make sure they are spea[redacted] with the [redacted]s, the entire verification process is 
recorded. After it was verified,the  sales rep put the machine away for the [redacted]s and left.
On September 18,2014,we received a voice message from the [redacted]'s daughter, [redacted], stating that 
she wanted to cancel the contract because her parents had dementia and were senile. The daushter was 
not on the contract,so therefore,she  was not able to cancel the agreement. The finance company 
called us after they did a vap call, which is a 2"d verification call to the customer,which is a 
call to ensure that the customer is happy wlth the product and will be ma[redacted] the monthly payments. 
The finance company stated to us that Mrs.[redacted] isn't sure she wants the machine anymore.
We sent one of our reps to the [redacted]'s home and the [redacted]s stated to him that their daughter is mad 
because they purchased the system and spent money.  The rep said,ok I'll take the system back. The 
rep was In the process of finding all the attachments, and was unable to find one, so he was 
loo[redacted] for it with the help of Mr.[redacted],when Mr. [redacted]'s daughter showed up. Our rep introduces 
himself and she doesn't shake his hand,but just asked are you here to pick up the machine. Our rep 
stated yes, but we can't find the carpet vacuum attachment.  After he finds it,he asked for the 
Owner's Manual and the paperwork. Mr. [redacted]'s daughter said she doesn't know where It Is and starts 
uttering profanities at our rep, saying you mother[redacted] should be ashamed of yourselves selling 
$2,700 vacuum cleaners and all of you [redacted] should be put in jail.  At no point in any of our interactions
with Mr. and Mrs. [redacted] and their daughter, did any of our reps use any foul language or show any disrespect
 to any of them.  
Even Mr. [redacted] told his daughter,hey,why are you cussing at him and being disrespectful to him.  He 
nasn't done anything wrong.
Our rep was waiting in the living room with Mr. and Mrs.[redacted],while Mr.[redacted]'s daughter looked for 
the Owner's manual.  After saying she couldn't find it,the rep informed them that it will be a charge 
of $18.00 for the manual if she can't find it. He told them we would call in a week or two to see if 
she has found it, which she then in turn,proceeded to use additional profanities  and insults 
against our rep, saying we are crooks and need to all be in jail for forcing her parents to buy. 
Our rep then asked Mr. and Mrs. [redacted],did we force you to buy and they both said no. Our rep thanked 
the [redacted]s and tried to shake their daughter's hand but she refused and cursed at him some 
more,saying get out and see the no soliciting sign on the door,can't you a-holes read. We called 
the finance company and said the sale had been canceled. At no point did we force the [redacted]s into 
purchasing, nor did we disrespect them or their daughter.
Not once did [redacted] exhibit any signs of dementia, which according to our 
understanding,includes but is not limited to,impaired memory,difficulty with communication and 
inability to focus and pay attention. Mr.[redacted] was very engaged throughout our entire Interaction, 
as[redacted] precise questions about our product and Its functionality. Not once did we perceive any 
atypical behavior from Mr.[redacted]. Moreover,our financing company asks very specific questions to the 
customers,which I am assuming is to preclude customers who may be suffering from a loss of mental 
acuity. In response to Mr. [redacted]'s daughter's desired settlement  from us,we apologize for any 
unintended aggravation our transaction with Mr. and Mrs. [redacted] has caused you. Iundoubtedly assure 
you our Intention was not to take "advantage of a senior with dementia.»  There is no fee for 
cancelling the contract,however,there is a charge of $18.00 for the missing Owner's Manual.  Also, 
we responded to the email you sent,which stated that the contract was cancelled. This entire 
situation is disconcerting because although we honored Mr. and Mrs. [redacted]'s ultimate decision to 
cancel,their daughter repeatedly and progressively attacked our sales rep with verbal insults and profanities.
We train our reps to be professional at all
times and to withhold from using any foul language under any circumstances

Review: My parents are seniors and have dementia. Diagnosed April of 2014. I have Power of Attorney. We have a sign on our front door that says no Soliciting and no Trespassing. On September 11, 2014 while I was at work, parents were wor[redacted] in yard, saw sales people. Invited the sales people in, were talked into purchasing a carpet cleaning machine. There was a family friend here and he called my cell phone and left a message informing me someone was in the house with my parents and that they may have bought a $500 vacuum. When I arrived home I asked my parents vacuum they told me they hadn’t purchased anything. A few hours passed and they called me into their bedroom and asked me what was in some box. They did buy it. I asked who they bought it from, how much was it and what check number did they use. Didn't know They hadn’t remembered buying it.

I called the bank to put a stop payment on the check but since the only info. I had was the $500, the bank said I would have to call back. On 9/17/14, I checked the bank account, check had been put through for payment, I explained, bank put a stop payment on the check. I then called Elete Hydro Systems at (657)667-0117. I left a message requesting the machine be picked up. I left my number but never received a return call.

Friday, September 20, 2014, I stayed home from work. A salesperson came to the house to get machine. He retrieved all the parts and told me that my dad [redacted] had signed a contract. I asked if he paid $500 why did he sign a contract. contract was for financing of $2700 machine was $3200. I was in shock, I was mad that my parents had paid $500 but to hear they financed $2700 Sales rep said that dad answered all questions to the finance dept. but after 5 min of tal[redacted] to my dad you know he has dementia because he repeats himself. my parents were taken advantage of by someone trying to make a sale.Desired Settlement: I would like a letter of apology from the company acknowledging the rep was wrong to come into the house when he could clearly see the no soliciting sign on the door. I would like a copy of this finance contract that I was never able to find. I would like a letter stating it has been cancelled and that my dad will not be charged a fee for canceling a contract that should have never been entered into because the salesperson was ta[redacted] advantage of a senior with dementia. I would like this company to be penalized to the full extent of the law.

Business

Response:

Thank you for this opportunity to address the circumstances surrounding the sale that occurred

between Elete Hydro Systems and [redacted] on September 11, 2014.

On that day,our sales representative was setting appointments to showcase our product in the area,

when Mr. [redacted],who was in his front yard, asked our sales rep what he was doing. Our sales rep then

stated tnat we are shampooing any carpeted room for free in order to show off our cleaning system.

Mr. [redacted] then asked our sales rep to take a look at his living room carpet and asked how long the

shampooing would take. Our sales rep took a quiclk peek into the home and introduced himself to

Mrs.

[redacted],who stated she wasn't Interested. At that point,our sales rep left the home,but Mr. [redacted]

stated that he wanted it done, so then Mrs.[redacted] agreed. As tl1e sales rep was demonstrating our

cleaning system,a gentleman walked in and asked what was gotng on. Our sales rep Introduced himself

and said that we are demonstrating our cleaning system. Not once did the gentlemen offer any

information that Mr. and Mrs. [redacted] had dementia or was suffering from any form of

mental impairment.

After shampooing the carpet and demonstrating the other features of the system,the sales rep asked

the [redacted]s if they would be interested in the system. Mr. [redacted] asked his wife if she liked it and if

she wanted one and she stated yes. Even at that point,the gentleman did not interject or say

anything. After the [redacted]s agreed to purchase,the gentleman told Mr.[redacted],Ok I'm going to go,tell

your daughter I stopped by. Our sales rep shook the gentleman's hand and told him it was nice to

meet you, sir and the gentleman left.

After the monthly contract was finished,the finance company spoke with Mr. and Mrs. [redacted] to verify

that they wanted the cleaning system. The finance company asked very specific questions that the

[redacted]s would only know the answers to, including questions based off of their credit report. In

addition,In order to make sure they are spea[redacted] with the [redacted]s, the entire verification process is

recorded. After it was verified,the sales rep put the machine away for the [redacted]s and left.

On September 18,2014,we received a voice message from the [redacted]'s daughter, [redacted], stating that

she wanted to cancel the contract because her parents had dementia and were senile. The daushter was

not on the contract,so therefore,she was not able to cancel the agreement. The finance company

called us after they did a vap call, which is a 2"d verification call to the customer,which is a

call to ensure that the customer is happy wlth the product and will be ma[redacted] the monthly payments.

The finance company stated to us that Mrs.[redacted] isn't sure she wants the machine anymore.

We sent one of our reps to the [redacted]'s home and the [redacted]s stated to him that their daughter is mad

because they purchased the system and spent money. The rep said,ok I'll take the system back. The

rep was In the process of finding all the attachments, and was unable to find one, so he was

loo[redacted] for it with the help of Mr.[redacted],when Mr. [redacted]'s daughter showed up. Our rep introduces

himself and she doesn't shake his hand,but just asked are you here to pick up the machine. Our rep

stated yes, but we can't find the carpet vacuum attachment. After he finds it,he asked for the

Owner's Manual and the paperwork. Mr. [redacted]'s daughter said she doesn't know where It Is and starts

uttering profanities at our rep, saying you mother[redacted] should be ashamed of yourselves selling

$2,700 vacuum cleaners and all of you [redacted] should be put in jail. At no point in any of our interactions

with Mr. and Mrs. [redacted] and their daughter, did any of our reps use any foul language or show any disrespect

to any of them.

Even Mr. [redacted] told his daughter,hey,why are you cussing at him and being disrespectful to him. He

nasn't done anything wrong.

Our rep was waiting in the living room with Mr. and Mrs.[redacted],while Mr.[redacted]'s daughter looked for

the Owner's manual. After saying she couldn't find it,the rep informed them that it will be a charge

of $18.00 for the manual if she can't find it. He told them we would call in a week or two to see if

she has found it, which she then in turn,proceeded to use additional profanities and insults

against our rep, saying we are crooks and need to all be in jail for forcing her parents to buy.

Our rep then asked Mr. and Mrs. [redacted],did we force you to buy and they both said no. Our rep thanked

the [redacted]s and tried to shake their daughter's hand but she refused and cursed at him some

more,saying get out and see the no soliciting sign on the door,can't you a-holes read. We called

the finance company and said the sale had been canceled. At no point did we force the [redacted]s into

purchasing, nor did we disrespect them or their daughter.

Not once did [redacted] exhibit any signs of dementia, which according to our

understanding,includes but is not limited to,impaired memory,difficulty with communication and

inability to focus and pay attention. Mr.[redacted] was very engaged throughout our entire Interaction,

as[redacted] precise questions about our product and Its functionality. Not once did we perceive any

atypical behavior from Mr.[redacted]. Moreover,our financing company asks very specific questions to the

customers,which I am assuming is to preclude customers who may be suffering from a loss of mental

acuity. In response to Mr. [redacted]'s daughter's desired settlement from us,we apologize for any

unintended aggravation our transaction with Mr. and Mrs. [redacted] has caused you. Iundoubtedly assure

you our Intention was not to take "advantage of a senior with dementia.» There is no fee for

cancelling the contract,however,there is a charge of $18.00 for the missing Owner's Manual. Also,

we responded to the email you sent,which stated that the contract was cancelled. This entire

situation is disconcerting because although we honored Mr. and Mrs. [redacted]'s ultimate decision to

cancel,their daughter repeatedly and progressively attacked our sales rep with verbal insults and profanities.

We train our reps to be professional at all

times and to withhold from using any foul language under any circumstances