Elete Hydro Systems

Thank you for this opportunity to address the circumstances surrounding the sale that occurred between Elete Hydro Systems and [redacted] on September 11, On that day,our sales representative was setting appointments to showcase our product in the area, /> when Mr***,who was in his front yard, asked our sales rep what he was doingOur 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 takeOur sales rep took a quiclk peek into the home and introduced himself to Mrs ***,who stated she wasn't Interested At that point,our sales rep left the home,but Mr*** stated that he wanted it done, so then Mrs[redacted] agreedAs tl1e sales rep was demonstrating our cleaning system,a gentleman walked in and asked what was gotng onOur sales rep Introduced himself and said that we are demonstrating our cleaning systemNot once did the gentlemen offer any information that Mrand 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 ***s if they would be interested in the systemMr [redacted] asked his wife if she liked it and if she wanted one and she stated yesEven at that point,the gentleman did not interject or say anythingAfter the ***s agreed to purchase,the gentleman told Mr.***,Ok I'm going to go,tell your daughter I stopped byOur 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 Mrand Mrs [redacted] to verify that they wanted the cleaning systemThe finance company asked very specific questions that the ***s would only know the answers to, including questions based off of their credit reportIn addition,In order to make sure they are spea [redacted] with the ***s, the entire verification process is recordedAfter it was verified,the sales rep put the machine away for the ***s and left On September 18,2014,we received a voice message from the ***'s daughter, [redacted] ***, stating that she wanted to cancel the contract because her parents had dementia and were senileThe daushter was not on the contract,so therefore,she was not able to cancel the agreementThe 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 ***'s home and the ***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 backThe 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.***,when Mr***'s daughter showed upOur rep introduces himself and she doesn't shake his hand,but just asked are you here to pick up the machineOur 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 paperworkMr***'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,vacuum cleaners and all of you [redacted] should be put in jail At no point in any of our interactions with Mrand 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 Mrand Mrs.***,while Mr.***'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 $for the manual if she can't find itHe 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 Mrand Mrs***,did we force you to buy and they both said noOur rep thanked the ***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 readWe called the finance company and said the sale had been canceledAt no point did we force the ***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 attentionMr[redacted] was very engaged throughout our entire Interaction, as [redacted] precise questions about our product and Its functionalityNot once did we perceive any atypical behavior from Mr.***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 acuityIn response to Mr***'s daughter's desired settlement from us,we apologize for any unintended aggravation our transaction with Mrand Mrs [redacted] has caused youIundoubtedly 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 $for the missing Owner's Manual Also, we responded to the email you sent,which stated that the contract was cancelledThis entire situation is disconcerting because although we honored Mrand Mrs***'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