Lancaster County Air Systems

Hello,
blue;">I am responding to a complaint against our company by
*** *** on October 10, 2015. Our company sells the ***
Cleaning Systems through in-home demonstrations. The customer set an
appointment with Dan B*** on June 27, 2015 at a local event. *** *** has been an independent dealer with Lancaster County Air Systems
Incsince 2004. I think it best to respond by placing
my reply within the customer's individual statements. All my responses are in blue font
We bought a
*** vacuum from this company, which we paid upfront with a debit cardIt
was $2,and took our vaccum and gave us $off so total would be
$3,
LCAS:
On July 1, 2015, *** *** went to the customer's home and did the
demonstration. The customer purchased the *** for $plus
$tax for a total of $2850.34, this amount was after applying a $
instant rebate for the trade in of a *** vacuum.
The employee came
to our home and gave us a demonstration and told us we have a day money back
guarantee if we do not like the product
LCAS:
Our company does not offer a day money back guarantee, nor have we ever done
so. Due to the nature of our business and the substantial cost of the
product, we cannot offer this guarantee. We allow the customer the
three day cancellation right, required by law. Due to a Sunday and
July 4th, the customer had until July 6, to cancel their
sale. I have a signed contract from the customer which I
attached
We used it twice
and didn't like the way it brought the smell from the carpet into the air
After only two days we had decided that it wasn't an investment we were
confident in and we needed to return it
LCAS:
I cannot attest to how many times the *** was used. I would like to
mention, that due to the design of the ***, the fact that the *** is a
Certified Air Purifier, and my personal twenty-seven years of experience in the
*** business with thousands of customers throughout Lancaster County,
the *** cannot bring smells from the carpet and put them back into the
air. It is possible however, if the customer cleaned with a dirty
pan of water that they let sit for more than a day, then they may have a
smell. Emptying and cleaning the water basin after each use, was
covered with the customer during delivery.
We called
multiple times before we were finally able to talk with someone
LCAS: Our
office hours for customers are Monday through Friday 10:AM - 7:PM and
Saturday's from 10:AM - 2:PM.
During these times, customers can come to our office or contact us by
phone using our main office number ###-###-####. In addition, Jody our
Customer Care Rep is available for customers, Monday - Thursday 1:pm - 8:
pm, Friday's 10:am - 4:pm and Saturday's 10:am - 2:pm using the
marketing number ###-###-####. Because
this customer's three day cancellation was over a holiday, I checked the hours
to make sure there was no additional times the office was closed. Below are the times my employees clocked in
and out and my own personal hours worked in the front office. In addition, we have voicemail hours a day
for customers to leave messages.
July
2nd
Front Office
10:am - 3:pm -
Myself
2:pm - 6:pm - Donna
Customer Care
1:pm - 8:pm - Jody
July
3rd
Front Office
10:am - 7:pm -
Myself
Customer Care
10:am - 3:pm - Jody
July
4th - Closed for Holiday
July
5th - Closed on Sundays
July
6th
Front Office
10:am - 6:pm -
Donna
Customer Care
1:pm - 8:pm - Jody
July
7th
Front Office
9:am - 6:- Donna
Customer Care
12:pm - 9:pm - Jody
I also
checked the phone reports to see if the customer contacted us. Using their name and the two phone numbers we
have for them, the customer did not contact our office. Additional, our Customer Care contacts
customers who participate in our Referral Program. Jody our Customer Care Rep contacted the
customer, twice on July 2nd and once on July 3rd. From the notes, the first time Jody called,
the customer answered, said she was shopping and that she would call Jody back
that night. The customer did not contact
Jody back. Jody called and left two more
messages with the customer
The person we
talked to wasn't even in our local office, they were stationed at the costumer
service center in TennesseeShe was able to send a message to the local office
and file a complaint for me since I was having such a hard time getting in
touch with the people I needed to help resolve the issueI ended up getting
contact information for the department that does returns and refundsAfter a
week of calling and leaving messages I finally got through and was told I had
successfully filed a claim to return our vaccum but someone would need to come
by and pick it up before we would see any refundI was also told that someone
would contact me because they needed to see if it was possible to refund my
account directly or if a check needed to be mailed outI waited over a week
and heard nothingAfter three days of calling every contact number I was given
when I first started calling I was told that a refund check had already been
mailed out and to expect it within to business daysAs of today it has
been three weeks since I was last told to expect a refund check in the mail and
still nothing has been deliveredI am under the impression I was misinformed
once again and I'm sure I'm not the only one thats not comfortable with their
money just floating around somewhere
LCAS: I do
not know what phone number the customer called but there is no customer service
in Tennessee. There may be a ***
Distributor in Tennessee but they would have no affiliation with us and if one
of our customers would have called them, they would probably refer the customer
to ***, the manufacturer who does business from Michigan. Lancaster County Air Systems Incis
privately owned and operated by myself and my partner / husband. We are the only people who are authorized to
give a refund. The customer would have
to contact our office directly to ask for and receive a refund. If they felt they were treated unlawfully or
unfairly, they could and should contact *** ***, who would listen to their
complaint and then notify us. ***,
cannot and would not offer refunds to customers directly, they have no
authority to do so. They do have
authority to hold us to our Distributor agreement. I really do not know who the customer spoke
with but it was no one that was affiliated or represented by us. All of our contact information was on the
customer's paperwork when they purchased the *** from us
Our
cancellation clause states, "To cancel this transaction, mail or deliver a
signed copy of this cancellation notice or any other written notice. Send to Lancaster County Air Systems Inc
North Duke Street, Lancaster, PA 17602.
Based on ***.com, the customer lives miles (driving distance)
from our office. The customer could have
come to our office or sent the cancellation clause into our office to cancel
the sale. However, we would have honored
the customer's request to cancel via a phone call within their cancellation
period. J E***, my partner and myself
have never spoken with this customer about the situation that supposedly
happened almost four months ago and we are in the office almost daily
Not to mention
that I shouldn't even be in this situation to begin withI always thought very
highly of *** but this experience has changed my opinion completely and I
can honestly say I've never been more disappointedI believe that this whole
situation could have easily been taken care of from the beginningI am not the
only person this has happened to according to some of the reviews I've
read. I just finished reading a review
from someone that had this exact thing happen to them in March
LCAS: I
would like to state that any complaint against my company is not taken
lightly. I am very aware of how bad
reviews can hurt not only my business industry but any type of business. So I really do work hard to provide my
customers with accurate and transparent communications so that there are as
little misunderstandings as possible. I
regularly review the complaint boards and I have never found a complaint
against my company. If the complaints
the customer is referring to are about my office please let me know, so that I
can rectify the situation. I can't remember
when the last time there has been a complaint against my company with the Revdex.com,
you may be able to provide the customer with that information. These numbers are very awesome, for the fact
that we have been selling several hundreds of ***s each year for
twenty-seven years. If the complaints
this customer read is about another office they should not be using this
information against my company because I have no control how other people run
their businesses. I only have control
over my programs, policies, and the people directly employed by or affiliated
with Lancaster County Air Systems Inc
I realize these statistics do not mean much to
the customer, if we did it fact treat her unfairly. However, I am calling into question the
customer's accuracy in the statements she provided you. First, for the reason that she has not
provide any factual data to back up her statements. Secondly, because I have not found any
validity in her statements when I investigated the claims from my resources and
paperwork. And thirdly, because the
customer contacted Dan B***, the sales rep who sold them their ***, to ask
if it was possible to put the *** on a payment plan or buy back the
***. They told Dan they were in a
financial situations because they had to move unexpectedly and really needed
the money. Dan notified me to ask if
there was anything we could do, knowing that we were not under any obligation
to do anything for the customer because the sale was written over days
ago. I told Dan that the only thing we
could do is transfer the customer to a finance plan if they could get approved
for financing. Dan took a credit
application over the phone for the customer to see if we could get them
approved. If they were approved, we
would have gotten a contract signed by them, submitted it to the finance
company, and when the finance company paid us, we would refund their credit
card, leaving them to make monthly payments to the finance company. Their application was denied by Foundation
Finance on August 18, 2015, so we were not able to help the customer.
If the
customer has any additional information or response they would like to share
including dates, names, and phone numbers for the people they said they spoke
with or phone records showing proof of their statements, I would definitely
review them. If the customer also wants
to respond to a few questions, such as
why did it take her until October 10, to file a complaint? Why did she state that she was given a day
money back guarantee, claimed she canceled the sale but then provided Dan with
their full credit information (SSN, birthdate, etc.) on August 18, 2015?
Please
review my response and my attachments for accuracy. I would appreciate your feedback in regards
to this complaint, if you feel Lancaster County Air Systems Inchas been
unlawful or treated the customer unfairly in any way. This information would not only be helpful
for this situation but also in implementing better practices to avoid future
complaints
If you are only handling the complaint as an
unbiased third party, I would like to
state that I clearly heard the customer's complains and investigated it with an
unbiased determination to find out how we may have wronged the customer. After investigating however, I have
determined that we are not at fault and none of the customer's complaints are justifiable. There is nothing I can do for this customer
in regards to cancelling the sale. If
the customer has an issues with the products, we would be happy take care of
this for the customer. We have onsite
service and sales or all parts and accessories at our Lancaster location
I am
sorry the customer may be experiencing a financial issues but this is not our
fault nor do I take any responsibility for it.
We offered to help, when we tried to obtain financing for the customer
on August 18,
I do have paperwork and reports verifying all the facts that I have stated. However, I am hesitant to provide proof to you without consulting my attorney, in the event the customer pursues this complaint
Sincerely,
Sherri
E***
President
/ Satellite Distributor
Lancaster
County Air Systems Inc

Hello,
I am responding to a complaint against our company by
*** *** on October 10, 2015. Our company sells the ***
Cleaning Systems through in-home demonstrations. The customer set an
appointment with Dan B*** on June 27, 2015 at a local event. ***
*** has been an independent dealer with Lancaster County Air Systems
Incsince 2004. I think it best to respond by placing
my reply within the customer's individual statements. All my responses are in blue font.
We bought a
*** vacuum from this company, which we paid upfront with a debit cardIt
was $2,and took our vaccum and gave us $off so total would be
$3,
LCAS:
On July 1, 2015, *** *** went to the customer's home and did the
demonstration. The customer purchased the *** for $plus
$tax for a total of $2850.34, this amount was after applying a $
instant rebate for the trade in of a *** vacuum.
The employee came
to our home and gave us a demonstration and told us we have a day money back
guarantee if we do not like the product
LCAS:
Our company does not offer a day money back guarantee, nor have we ever done
so. Due to the nature of our business and the substantial cost of the
product, we cannot offer this guarantee. We allow the customer the
three day cancellation right, required by law. Due to a Sunday and
July 4th, the customer had until July 6, to cancel their
sale. I have a signed contract from the customer which I
attached.
We used it twice
and didn't like the way it brought the smell from the carpet into the air
After only two days we had decided that it wasn't an investment we were
confident in and we needed to return it
LCAS:
I cannot attest to how many times the *** was used. I would like to
mention, that due to the design of the ***, the fact that the *** is a
Certified Air Purifier, and my personal twenty-seven years of experience in the
*** business with thousands of customers throughout Lancaster County,
the *** cannot bring smells from the carpet and put them back into the
air. It is possible however, if the customer cleaned with a dirty
pan of water that they let sit for more than a day, then they may have a
smell. Emptying and cleaning the water basin after each use, was
covered with the customer during delivery.
We called
multiple times before we were finally able to talk with someone
LCAS: Our
office hours for customers are Monday through Friday 10:AM - 7:PM and
Saturday's from 10:AM - 2:PM.
During these times, customers can come to our office or contact us by
phone using our main office number ###-###-####. In addition, Jody our
Customer Care Rep is available for customers, Monday - Thursday 1:pm - 8:
pm, Friday's 10:am - 4:pm and Saturday's 10:am - 2:pm using the
marketing number ###-###-####. Because
this customer's three day cancellation was over a holiday, I checked the hours
to make sure there was no additional times the office was closed. Below are the times my employees clocked in
and out and my own personal hours worked in the front office. In addition, we have voicemail hours a day
for customers to leave messages.
July
2nd
Front Office
10:am - 3:pm -
Myself
2:pm - 6:pm - Donna
Customer Care
1:pm - 8:pm - Jody
July
3rd
Front Office
10:am - 7:pm -
Myself
Customer Care
10:am - 3:pm - Jody
July
4th - Closed for Holiday
July
5th - Closed on Sundays
July
6th
Front Office
10:am - 6:pm -
Donna
Customer Care
1:pm - 8:pm - Jody
July
7th
Front Office
9:am - 6:- Donna
Customer Care
12:pm - 9:pm - Jody
I also
checked the phone reports to see if the customer contacted us. Using their name and the two phone numbers we
have for them, the customer did not contact our office. Additional, our Customer Care contacts
customers who participate in our Referral Program. Jody our Customer Care Rep contacted the
customer, twice on July 2nd and once on July 3rd. From the notes, the first time Jody called,
the customer answered, said she was shopping and that she would call Jody back
that night. The customer did not contact
Jody back. Jody called and left two more
messages with the customer
The person we
talked to wasn't even in our local office, they were stationed at the costumer
service center in TennesseeShe was able to send a message to the local office
and file a complaint for me since I was having such a hard time getting in
touch with the people I needed to help resolve the issueI ended up getting
contact information for the department that does returns and refundsAfter a
week of calling and leaving messages I finally got through and was told I had
successfully filed a claim to return our vaccum but someone would need to come
by and pick it up before we would see any refundI was also told that someone
would contact me because they needed to see if it was possible to refund my
account directly or if a check needed to be mailed outI waited over a week
and heard nothingAfter three days of calling every contact number I was given
when I first started calling I was told that a refund check had already been
mailed out and to expect it within to business daysAs of today it has
been three weeks since I was last told to expect a refund check in the mail and
still nothing has been deliveredI am under the impression I was misinformed
once again and I'm sure I'm not the only one thats not comfortable with their
money just floating around somewhere
LCAS: I do
not know what phone number the customer called but there is no customer service
in Tennessee. There may be a ***
Distributor in Tennessee but they would have no affiliation with us and if one
of our customers would have called them, they would probably refer the customer
to ***, the manufacturer who does business from Michigan. Lancaster County Air Systems Incis
privately owned and operated by myself and my partner / husband. We are the only people who are authorized to
give a refund. The customer would have
to contact our office directly to ask for and receive a refund. If they felt they were treated unlawfully or
unfairly, they could and should contact *** ***, who would listen to their
complaint and then notify us. ***,
cannot and would not offer refunds to customers directly, they have no
authority to do so. They do have
authority to hold us to our Distributor agreement. I really do not know who the customer spoke
with but it was no one that was affiliated or represented by us. All of our contact information was on the
customer's paperwork when they purchased the *** from us
Our
cancellation clause states, "To cancel this transaction, mail or deliver a
signed copy of this cancellation notice or any other written notice. Send to Lancaster County Air Systems Inc
North Duke Street, Lancaster, PA 17602.
Based on ***.com, the customer lives miles (driving distance)
from our office. The customer could have
come to our office or sent the cancellation clause into our office to cancel
the sale. However, we would have honored
the customer's request to cancel via a phone call within their cancellation
period. J E***, my partner and myself
have never spoken with this customer about the situation that supposedly
happened almost four months ago and we are in the office almost daily
Not to mention
that I shouldn't even be in this situation to begin withI always thought very
highly of *** but this experience has changed my opinion completely and I
can honestly say I've never been more disappointedI believe that this whole
situation could have easily been taken care of from the beginningI am not the
only person this has happened to according to some of the reviews I've
read. I just finished reading a review
from someone that had this exact thing happen to them in March
LCAS: I
would like to state that any complaint against my company is not taken
lightly. I am very aware of how bad
reviews can hurt not only my business industry but any type of business. So I really do work hard to provide my
customers with accurate and transparent communications so that there are as
little misunderstandings as possible. I
regularly review the complaint boards and I have never found a complaint
against my company. If the complaints
the customer is referring to are about my office please let me know, so that I
can rectify the situation. I can't remember
when the last time there has been a complaint against my company with the Revdex.com,
you may be able to provide the customer with that information. These numbers are very awesome, for the fact
that we have been selling several hundreds of ***s each year for
twenty-seven years. If the complaints
this customer read is about another office they should not be using this
information against my company because I have no control how other people run
their businesses. I only have control
over my programs, policies, and the people directly employed by or affiliated
with Lancaster County Air Systems Inc
I realize these statistics do not mean much to
the customer, if we did it fact treat her unfairly. However, I am calling into question the
customer's accuracy in the statements she provided you. First, for the reason that she has not
provide any factual data to back up her statements. Secondly, because I have not found any
validity in her statements when I investigated the claims from my resources and
paperwork. And thirdly, because the
customer contacted Dan B***, the sales rep who sold them their ***, to ask
if it was possible to put the *** on a payment plan or buy back the
***. They told Dan they were in a
financial situations because they had to move unexpectedly and really needed
the money. Dan notified me to ask if
there was anything we could do, knowing that we were not under any obligation
to do anything for the customer because the sale was written over days
ago. I told Dan that the only thing we
could do is transfer the customer to a finance plan if they could get approved
for financing. Dan took a credit
application over the phone for the customer to see if we could get them
approved. If they were approved, we
would have gotten a contract signed by them, submitted it to the finance
company, and when the finance company paid us, we would refund their credit
card, leaving them to make monthly payments to the finance company. Their application was denied by Foundation
Finance on August 18, 2015, so we were not able to help the customer.
If the
customer has any additional information or response they would like to share
including dates, names, and phone numbers for the people they said they spoke
with or phone records showing proof of their statements, I would definitely
review them. If the customer also wants
to respond to a few questions, such as
why did it take her until October 10, to file a complaint? Why did she state that she was given a day
money back guarantee, claimed she canceled the sale but then provided Dan with
their full credit information (SSN, birthdate, etc.) on August 18, 2015?
Please
review my response and my attachments for accuracy. I would appreciate your feedback in regards
to this complaint, if you feel Lancaster County Air Systems Inchas been
unlawful or treated the customer unfairly in any way. This information would not only be helpful
for this situation but also in implementing better practices to avoid future
complaints
If you are only handling the complaint as an
unbiased third party, I would like to
state that I clearly heard the customer's complains and investigated it with an
unbiased determination to find out how we may have wronged the customer. After investigating however, I have
determined that we are not at fault and none of the customer's complaints are justifiable. There is nothing I can do for this customer
in regards to cancelling the sale. If
the customer has an issues with the products, we would be happy take care of
this for the customer. We have onsite
service and sales or all parts and accessories at our Lancaster location
I am
sorry the customer may be experiencing a financial issues but this is not our
fault nor do I take any responsibility for it.
We offered to help, when we tried to obtain financing for the customer
on August 18, 2015. I do have paperwork and reports verifying all the facts that I have stated. However, I am hesitant to provide proof to you without consulting my attorney, in the event the customer pursues this complaint
Sincerely,
Sherri
E***
President
/ Satellite Distributor
Lancaster
County Air Systems Inc