Filter Queen

Review: I set an appointment for a tech to come to my home for the annual service of my majestic vacuum on 8/28/2013. When he arrived he was extremely rude and used high pressure sales tactics to force me into things that my vacuum didn't need. Pushing it to the point that my home was going to burn to the ground. When I refused the repair since the vacuum works fine he became belligerent and threatening so I asked him to leave my home. He did not put my vacuum back together properly and it does not work now. I paid nearly $2000.00 for this vacuum 3.5 years ago. It came with a 5 year warranty. Since the departure of their tech from my home I have contacted the business listed above and asked when someone was coming to repair my product. I am always told the manager is out of town and owner is out as well. All I want is my sweeper fixed from their techs mistake.Desired Settlement: Either send a tech to repair and service the vacuum or pay the bill for another repair shop located in Parkersburg West Virginia.

Business

Response:

To Whom It May Concern:

This letter Is in response to the Revdex.com complaint referenced above.

Our Tech, [redacted]., did go to the resident of Ms. [redacted] on 8/28/13, She did book an appointment with our coordinators in the office, after we contacted her. We DO offer customers a courtesy check up, cleaning and inspection of their Filter Queen products once a year. If they do not make any purchases, these items and filters are also installed free of charge. The customer does pay for ary purchases that they make at that time. At this point it becomes "she said, he said". After speaking with our Tech, [redacted]. his side of the story was not as Ms. [redacted] portrayed it. He said he was not "rude" or "belligerent." In fact, many customers that deal with [redacted]. say how helpful and courteous he is. Ms [redacted] had the chance to get any repairs needed to her equipment at that time. She refused, in fact, she DID ask him to leave, so he could NOT put her machine back together because of that. The numbers on her unit may have been under factory mandated recall; In that case, the manufacturer MUST be contacted and the customer MUST go through the manufacturer to get replacement FREE OF CHARGE of any affected parts. She insisted that the machine was fine and didn't need any recall contacts done.

That evening, Ms. [redacted] called into our office the first time to complain, to our evening appt, coordinator, [redacted]. [redacted] was not aware of anything that transpired at the time. Mrs. [redacted] ranted to [redacted] over the phone, while all [redacted] wanted to do was take the information and try to get someone to help her the next day. The next day, Mrs. [redacted] again called in, this time she verbally abused our employee [redacted] to no end. [redacted] took all the information she could and became upset. At the time, Ms. [redacted] demanded to speak to the manager (WHO ACTUALLY WAS ON A 6 DAY VACATION) at that time, or the owner (WHO ROUTINTELY TRAVELS OUT OF TOWN). She demanded the owner had 3 days to come to her house himself and fix the machine, which WAS NOT going to happen, as he was on a work trip for a week. When we actually collected all the Information on the equipment, we found out that Ms. [redacted] WAS NOT THE ORIGINAL OWNER of the equipment. The equipment was purchased and registered to another person, "[redacted]." from Charleston, WV. When Ms [redacted] called into the office the third time, she spoke to me, [redacted]; I am in charge of all data entry, ordering and supplies and accounting. She, again, was very rude, I could not even speak to her without her verbally abusing me as well. When the owner returned, I gave him all the information and had him call her. Again, the same thing happened, she yelled so much he could barely speak to EVEN TRY TO HELP HER. If Ms. [redacted] gets her equipment "repaired" at a "sweeper/vacuum shop" THAT IS NOT AN AUTHORIZED SERVICE CENTER, such as ours, WE WILL NOT REIMBURSE HER ANYTHING, as they are not an authorized repair or service center. We would have been happy to help her on the date of the service, but with her abusive attitude, we will NOT send anyone to service her again, HOWEVER, we can, and did, offer to fix her machine in our shop here, she will have to send it to us. but she refuses to do so.

Respectfully,

Head of Accounting