Howell's Vacuum & Sewing

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Vacuum has spent more time in their shop than in my home. When calling to ask status of repair I am told a different story each time. Once the vacuum was in the shop for over a month. They did not order the part.They are very slow to order parts. Once I was told the vacuum was ready and I went to pick up, vacuum had not even been looked at. I have been misled time after time. Customer service is not a priority to them. When you buy a top of the line vacuum you would expect to have some type of honest customer service but all I get is the run around and untruths. I will be making a complaint with [redacted] Vacuums. They would not be happy with Howell's representing them. This complaint is regarding Howell's customer service and not being honest. Also the repair issues. I would not recommend this business for repairs or purchases. My vacuum is currently in their shop. I am going to retrieve it today, not repaired and request my $25 deposit back. Another issue would be the $25 deposit. I bought the vacuum from them(as I had previously stated, top of the line, and the cost was between $800-$900), yet everytime I leave it for repairs I am required to give them a $25 deposit.Desired Settlement: The ideal settlement would be for Howell's to replace my lemon vacuum with a new one. Then I will take it elsewhere if any repairs are needed. If replacement is not an option then I would like my complaint to be on record at Revdex.com for other customers to see. I would also like Revdex.com to contact the [redacted] manufacturer and advise a complaint has been filed on their Auburn California dealer.

Business

Response:

Purchase was made 9/08 of this Riccar vacuum. As you can see from the work orders faxed to Revdex.com we have tried to do everything right and are not sure how it went wrong except the one time a new associate told Ms. [redacted] the machine was ready for "pick up" by mistake and she came to pick it up. Verbally and with signs at our check-in counter we state the estimated amount of time we will have a machine. Typically 1 - 2 weeks unless parts need to be ordered, then we don't always have control on when they arrive. Our Policy is to call the customer immediately after work is completed. This machine is entitled to a "Red Carpet" service plan at 24 & 48 months, which is free with purchase. 1/5/2009 (4 months after purchase) A "Red Carpet" service was done anyway, as noted it had been clogged by a screw. Completed that day, picked up 10 days later. 2/8/2010 In for service Completed 2/16 picked up 2/17 labor-no charge, replaced cord. Customer mentioned a puppy problem. 12/7/2010 In for Service- machine clogged, Completed & picked up 12/14 Labor no charge. 2/19/2011 In for broken handle-Completed 3/23 (parts from East Coast) replaced & a light service no charge. Picked up 4/1 4/14/2012 In for service & lid broken was fixed-Completed 5/9 (part from East Coast) Labor no charge 8/10/2012 Wheel assembly broken-completed 8/15 Picked up 8/16 -Parts & Labor no charge 11/16/2013 In for Service and problem-Completed 11/21 Picked up 11/23 Red Carpet Plan expired 4/28/2014 In for "quick service" dog smell, short in cord, wheel assembly- replaced wheel assembly again & cord-Completed & picked up 5/9 Each occasion Ms. [redacted] was offered a "Loaner Machine" and was accepted on 2 occasions 1/5/2009 & 4/1/2011 These machines are built better than the average Vacuum on the market and made in the USA to well above average standards with metal parts, ABS plastic and Lifetime belts. This is one of our best selling units. I do not believe it is a "Lemon". Average Lifespan of this model is 12-15 years when properly cared for. I believe we have tried our best to please Ms. [redacted] and apologize for her inconvenience. As with all of our customers, we believe their time is important and do everything possible to respect that. I'm not sure there is anything more I can do to satisfy Ms. [redacted] at this time.