Hubbards Vacuum Sales and Services, Inc

01/26/2016Today, *** *** called the *** homeMrs *** was not home, but he spoke with Mr***An appointment was set to do a home visit to check out their unit on tomorrow, 01/27/ The appointment is set for on or about 11:30am *** ***

*** *** purchased the Aerus Guardian Air Purification System on 01/08/She made the purchase, approved of it and was satisfiedThe unit was sold at the priceThe representative, *** ***, spoke to Ms ***'s son at his request, who had a complaint about the cost.
After speaking to her son, *** agreed to offer a $refund, plus taxI called Ms *** from the Aerus office on 01/11/to see if she wanted the refund by check or refunded back to her credit card. She asked me to credit it back to her card and that was done on 01/11/16. When I spoke with her concerning the refund, she did not express any displeasure in the product or the priceShe has been our Aerus Electrolux customer for some years now and we want her to be happy. *** ***,Aerus Electrolux

Complaint: ***
I am rejecting this response because: When you realize that you've been lied to, it makes you angry, it makes anyone angryI contacted the representative in the first place to let him know that we were unhappy with the product, it just didn't perform like we were lead to believe it wouldHe proposed that the filter might need cleaning or changing, I took it out and cleaned it, and if he thinks it's the unit, he can change that too, but it does not negate the fact that we were told that a neighbor had just purchased this product, when in fact he had notMoreover, they had not even been to his houseNow that alone is reason for me to take this complaint furtherI would just like for this product to be picked up and my money refundedWhen I mentioned the neighbor to the representative he didn't seem to want to talk about that
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This is not actually a resolution, but my husband did say he could comethis morning he called and asked if he could come Friday instead
Regards,
*** ***

Ref: *** * ***
*** *** **
*** *** ** ***
It is with regret that we have a displeased customer. At Aerus Electrolux we strive for
excellence when it comes to our customers and customer service. In reference to the above mentioned complaint, we have spoken to the independent representative who sold Mrs*** her Aerus unitAccording to him, she purchased the unit and the sale was not forced on her. Our business / sales reps do not force salesIt does not agree with the ethics of our companyThe units are purchased at the will of the customer. I have researched the documents concerning that particular saleWe have on file an Aerus sales agreement and the GE/Synchrony Finance applicationBoth are signed by *** * ***Each customer does have business days to rescind (cancel) the sale and it will be null and voidIf she called the sales rep after days, he would have told her it was past the time limit to cancel the sale. I do not have any documentation on file that she called the Aerus office. It is with surprise that we are receiving this complaint months after the sale
*** ***
Aerus Electrolux

01/26/2016
Today, [redacted] called the [redacted] home. Mrs [redacted] was not home, but he spoke with Mr. [redacted]. An appointment was set to do a home visit to check out their unit on tomorrow, 01/27/16.  The appointment is set for on or about 11:30am.  
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are welcome to come and check out the units.  I beg to differ with the response of the sales rep. He asked us if we knew a certain individual and we said yes. he then said that that person had just bought the product. (why would he have mentioned someone he had only demonstrated to)? After talking to the individual we found out that not only did he not make a purchase, the salesmen were not even at his home, they were in his Dad's house, who as I've stated before, did not buy the product. The individual thinks they probably got his name from a sign at the drive way. The salesman was dishonest with us and now he is being dishonest with you.
Regards,
[redacted]

Re:  [redacted]
Note:  Our contract/agreement is in [redacted] [redacted]'s name.
In reference to the above mentioned customer / purchase:  Our independent representative received the call made in December from Mrs [redacted].  He was told that the Air...

purifier was not working to clean the air as well as she was told.  The unit was purchased in May of 2015 and we did not hear from her concerning this until this complaint in December. He explained that her filter may need to be changed/replaced.  The unit that Mrs [redacted] purchased requires that the hepa filter be changed annually with regular use of the machine.  There are areas that we serve whose filter is required to be changed more often. There are customers in rural areas who change their filter every 6 months, but thats not specific to rural areas only. Others change more often also.  It's left to the individual to check and determine if the filter need to be changed more often.  The rep mentioned to Mrs. [redacted] to check the filter and told her how.  He also offered to check her filter the next time a rep was in the area. He said she was angry and did not receive that invitation. In reference to telling her a neighbor purchased, the only time a rep will tell a potential customer that a neighbor purchased is if they actually did.  Sometimes the one who purchased actually will refer the rep to the address of someone they know.
We are more than happy to serve our customers and will be glad to check the unit if Mrs. [redacted] will allow us to do so.

Re:  [redacted]Note:  Our contract/agreement is in [redacted]'s name.In reference to the above mentioned customer / purchase:  Our independent representative received the call made in December from Mrs [redacted].  He was told that the Air purifier was not working...

to clean the air as well as she was told.  The unit was purchased in May of 2015 and we did not hear from her concerning this until this complaint in December. He explained that her filter may need to be changed/replaced.  The unit that Mrs [redacted] purchased requires that the hepa filter be changed annually with regular use of the machine.  There are areas that we serve whose filter is required to be changed more often. There are customers in rural areas who change their filter every 6 months, but thats not specific to rural areas only. Others change more often also.  It's left to the individual to check and determine if the filter need to be changed more often.  The rep mentioned to Mrs. [redacted] to check the filter and told her how.  He also offered to check her filter the next time a rep was in the area. He said she was angry and did not receive that invitation. In reference to telling her a neighbor purchased, the only time a rep will tell a potential customer that a neighbor purchased is if they actually did.  Sometimes the one who purchased actually will refer the rep to the address of someone they know. We are more than happy to serve our customers and will be glad to check the unit if Mrs. [redacted] will allow us to do so.

Mr [redacted] purchased the unit in May of 2015.  The unit had been sold approximately 7 months before our company was notified that Mrs [redacted] thinks it's not cleaning. It is well beyond the cancellation policy, therefore we cannot come and pick it up. We want to offer whatever service we can, and that's why we offered to do a complete service check on her product. We are more than willing to make a home visit to do so. I spoke to the independent rep who sold to Mr [redacted]. According to him, he said he was at her neighbors home and demonstrated the product. He never said he actually sold a unit in that neighbors home. I hope Mrs [redacted] will allow an assessment of her Guardian Air Purification system. We want our customers to be happy.

[redacted] purchased the Aerus Guardian Air Purification System on 01/08/16. She made the purchase, approved of it and was satisfied. The unit was sold at the normal price. The representative, [redacted], spoke to Ms [redacted]'s son at his request, who had a complaint about the cost. ...

After speaking to her son, [redacted] agreed to offer a $300 refund, plus tax. I called Ms [redacted] from the Aerus office on 01/11/16 to see if she wanted the refund by check or refunded back to her credit card.  She asked me to credit it back to her card and that was done on 01/11/16.  When I spoke with her concerning the refund, she did not express any displeasure in the product or the price. She has been our Aerus Electrolux customer for some years now and we want her to be happy. 
[redacted],
Aerus Electrolux

Ref:  [redacted] [redacted]
          [redacted]
          [redacted]It is with regret that we have a displeased customer.  At Aerus Electrolux we strive for excellence...

when it comes to our customers and customer service.  In reference to the above mentioned complaint, we have spoken to the independent representative who sold Mrs. [redacted] her Aerus unit. According to him, she purchased the unit and the sale was not forced on her.  Our business / sales reps do not force sales. It does not agree with the ethics of our company. The units are purchased at the will of the customer.  I have researched the documents concerning that particular sale. We have on file an Aerus sales agreement and the GE/Synchrony Finance application. Both are signed by [redacted] [redacted]. Each customer does have 3 business days to rescind (cancel) the sale and it will be null and void. If she called the sales rep after 3 days, he would have told her it was past the time limit to cancel the sale.  I do not have any documentation on file that she called the Aerus office.  It is with surprise that we are receiving this complaint 18 months after the sale.  [redacted]Aerus Electrolux

Mr [redacted] purchased the unit in May of 2015.  The unit had been sold approximately 7 months before our company was notified that Mrs [redacted] thinks it's not cleaning. It is well beyond the cancellation policy, therefore we cannot come and pick it up. We want to offer whatever service we can, and that's why we offered to do a complete service check on her product. We are more than willing to make a home visit to do so. 
I spoke to the independent rep who sold to Mr [redacted]. According to him, he said he was at her neighbors home and demonstrated the product. He never said he actually sold a unit in that neighbors home. 
I hope Mrs [redacted] will allow an assessment of her Guardian Air Purification system. We want our customers to be happy.