Modern Vac & Sew Center

To whom it may concern; Thank you for the opportunity to respond to this complaintPlease note that [redacted] purchased a [redacted] vacuum cleaner, for $199.99, from our Grant Avelocation on "June 13, 2011", NOT 10/19/2013, as she falsely stated in her report! If a fax number would be provided I will happily send a copy of the receiptEven in this complaint it says the vacuum's serial number is # [redacted] which indicates it was manufactured in the 4th month of This machine comes with a year warranty from the manufacturer and Modern Vac & Sew Center adds an additional 2nd year warranty freeA warranty covers any manufacturer's defects in workmanship and/or materialsPossibly, at some point a wand clip may have broken off and replaced freeAccording to our records, every other time [redacted] brought this unit in it was clogged due to overfilling the disposable bag and/or picking up an inappropriate item, all self-inflicted problemsThis vacuum is, thankfully, equipped with a thermal sensor that shuts off the motor under any straining situationEvery time this customer came into Modern Vac she was treated professionally and never charged for any service even though her machine was well past any "warranty" periodAccording to our staff, [redacted] , was very hostile, even belligerent, whenever she called or came into the storeFor the record our return policy, that is clearly printed on every sales receipt, signed charge slip and the electronic check receipt states, "Exchanges May Be Made Only Within Days - No Refunds"Neither Mark, Gennadiy, and/or any other Modern Vac & Sew Center employee implied or gave any indication that a refund would be possible, especially after such an extreme amount of time In conclusion, we have been properly servicing our customers, in the community, since "1950"Our staff goes to great efforts to matany potential customer with an appropriate vacuum cleaner, within their budgetIf someone is unhappy they may exchange their machine, within a reasonable time, from our vast {over makes & models} inventoryModern Vac & Sew Center also offers the unusual ability to service any product we sell both in, and out, of warrantyWe obviously tried, even after "39" months, to please this customer even though her demands were unreasonableThank you in advance for your cooperation Leonard K [redacted] - Modern Vac & Sew Centers, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: Leonard K*** has never been present during my multiple visits with my vacuum cleaner to the *** *** Modern Vac & Sew ( which have been at least on a monthly basis) to observe nor inspect the many dysfunctions of the vacuum cleaner I purchased from the above named store. Since he was never present in the store nor on the phone with me it is impossible for him to describe my personality and/or behavior so therefore he cannot state I've been "hostile " or ""belligerent." This would be second hand information although incorrectly reported. As a professional woman I conduct myself professionally and have always been respectful and professional with the staff Interestingly, I have asked Gee, Mark and the manager at the ***, PA store for a person/persons above them as I am exhausted, exasperated and frustrated as to my multiple visits to the *** *** store with so many problems and malfunctions of my vacuum cleaner and I was hoping to exchange it or return it. Gee told me many months ago on the phone that I could exchange it for another one but refused to do so when I arrived at the store as he "did not have the authority" to do so. It has been my hope to speak with someone like Leonard K*** in the hope of enlightening him of all the problems/malfunctions of the machine as well as all the conversations I've had with his staff which have led me to become very dissatisfied. The "last straw" which led me to contact the Revdex.com was when I entered the *** *** store on 9/15/ and told Mark that the vacuum was not working at allMark assumed the vacuum cleaner was clogged, although it wasn't, and sternly told me he wouldn't look at the vacuum and would charge me and just walked into the back of the store. I informed him that all I wanted was for him to inspect it but he refused to do so. It was at that time I told him I was going to contact the Revdex.com.
These are some of the defects of this vacuum cleaner: (keep in mind that I have cleaned the vacuum internally and externally with each use and that I change the bag when half full) None of these problems were "self-inflicted" as MrK*** states.
The HEPA filter fell off and a new one had to replaced
The plastic piece on the vacuum cleaner which holds the hose connected to the attachment wand fell off
The hose connected to the "power wand" fell off
The rubber guard which surrounds the bottom of the vacuum fell off
The belt had to be replaced
The vacuum was clogged ONCE due to hair
One cannot depress the reset button as it does not work
The "ON" button no longer turns on the vacuum (This is the reason I brought the vacuum cleaner into the store on 9/15/14)
The above defects are FACTS!! It is highly unlikely that any of the staff could remember all these defects, promises or conversations over these many, many months and in addition only one was present in the store at any given time. Furthermore I never saw any of them document or record any informationAll the visits to this store and verbal discussions with the staff have taken a great deal of my effort, my time and away from my responsibilities
Moreover I am highly dissatisfied and displeased with the aforementioned defects of this vacuum cleaner as well as with Modern Vac & Sew.
Regards,*** ***

Thank you for the opportunity to respond to this complaintOn 1/9/*** *** *** brought in a vacuum cleaner, that was purchased from us some time in 2009, for serviceThe estimate was for a repeat customer reduced price of $+ tax and was picked up 1/9/a few
days laterBecause there was some confusion as to whether this was approved by someone in the *** family, $10.00 was discounted from the repair amount which seemed to satisfy the customerThe vacuum was in for a general overhaul and the only hose is mounted to the back of the machine and had to be intact for the unit to run properlyAll service work we perform comes with a written day warrantyWhen *** brought the machine back for a problem [which was corrected in a couple of hours] she mentions carrying in a hose which was not in the first timeThe only hose that can be carried is a separate "extension" hose that can extend the reach of the vacuums attachmentsThis extension hose has a machine end (a cone shaped part) and a curved attachment end that are both glued onto the hoseIf this is the problem we would quickly re-glue the end back on*** mentions emailing our company which I personally monitor and respond toGood or bad, to the best of my knowledge, I have never not responded to an email sent to us and in this instance I surely would have simply stated to bring back to the store anything with a problem In conclusion, we have been properly servicing our customers, in the community, since "1950"Our staff is instructed to go "the extra mile" to satisfy every customerAgain, to the best of our knowledge, since February until this complaint in July we had no idea *** *** had any problem with Modern Vac & Sew and/or her vacuum cleaner. Lee G., our manager, has already contacted this customer and is trying to correct any issues she hasThank you in advance for your cooperation in resolving this matterLeonard K***

This letter was "not" a complaint, just the customers' response that she will be bringing in her vacuum & hose so we can resolve any problemLee generally works at the *** *** location on Wed., Thursand Satbut due to vacation scheduling will not be back there until August 10thBecause he knows most about this issue I would recommend calling, before going over, to insure he is there. I am sure that once this connection takes place we shall resolve all issues to every ones satisfactionTo Tali *** I hope you are well and having a very safe tripLeonard K***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
Thank you.  I will contact Lee after August 10.
Regards,
[redacted]

To whom it may concern;
     Thank you for the opportunity to respond to this complaint. Please note that [redacted] purchased a [redacted] vacuum cleaner, for $199.99, from our Grant Ave. location on "June 13, 2011", NOT 10/19/2013, as she...

falsely stated in her report! If a fax number would be provided I will happily send a copy of the receipt. Even in this complaint it says the vacuum's serial number is #[redacted] which indicates it was manufactured in the 4th month of 2010. This machine comes with a 1 year warranty from the manufacturer and Modern Vac & Sew Center adds an additional 2nd year warranty free. A warranty covers any manufacturer's defects in workmanship and/or materials. Possibly, at some point a wand clip may have broken off and replaced free. According to our records, every other time [redacted] brought this unit in it was clogged due to overfilling the disposable bag and/or picking up an inappropriate item, all self-inflicted problems. This vacuum is, thankfully, equipped with a thermal sensor that shuts off the motor under any straining situation. Every time this customer came into Modern Vac she was treated professionally and never charged for any service even though her machine was well past any "warranty" period. According to our staff, [redacted], was very hostile, even belligerent, whenever she called or came into the store. For the record our return policy, that is clearly printed on every sales receipt, signed charge slip and the electronic check receipt states, "Exchanges May Be Made Only Within 7 Days - No Refunds". Neither Mark, Gennadiy, and/or any other Modern Vac & Sew Center employee implied or gave any indication that a refund would be possible, especially after such an extreme amount of time.       In conclusion, we have been properly servicing our customers, in the community, since "1950". Our staff goes to great efforts to match-up any potential customer with an appropriate vacuum cleaner, within their budget. If someone is unhappy they may exchange their machine, within a reasonable time, from our vast {over 150 makes & models} inventory. Modern Vac & Sew Center also offers the unusual ability to service any product we sell both in, and out, of warranty. We obviously tried, even after "39" months, to please this customer even though her demands were unreasonable. Thank you in advance for your cooperation. 
                                        ...⇄ Leonard K[redacted] - Modern Vac & Sew Centers, Inc.

Once again, we appreciate the ability to respond to this customer's continued complaint. The only item I can agree with, on this issue, is that it is true I was not in the store and/or on the phone whenever the interactions occurred. We must rely on the most accurate accounts, by Modern's staff, and have to assume they followed company and manufacturer policies. As stated in our first letter this transaction happened over "39" months ago! We sold [redacted] a vacuum cleaner and not married to this transaction for life. As much as we try to please every person that walks into our showrooms, sometimes it simply is not possible. Modern Vac, for service after the sale, can only act within the confines of a manufacturer's warranty even though our employees are instructed to "jump through hoops" to try and please everyone. After several months Ms. Lichtman maybe should have contacted the manufacturer. Again, I think my first response to this complaint really covered all the issues and sometimes service & repair can only take care of so many problems. No retailer whether brick & mortar, mega store or internet would have continued trying to take care of this customer's problems, for such a long time, for no fee, all at our cost!! After well over 3 years there is nothing more we can do and for [redacted] to assume any company could issue a full credit and/or exchange for an electrical appliance is pure fantasy and unreasonable. Again, thank you in advance for this consideration and cooperation.
 
                                        ...⇄ Leonard K[redacted] - Modern Vac & Sew Centers, Inc.

Review: I purchased a vacuum cleaner from Modern Vac & Sew Center and was informed that if I was unhappy with the vacuum cleaner I could return it to the store for a full refund. I have returned the vacuum cleaner to the store many times due to parts falling off, the vacuum overheating and subsequently shuts off and broken parts. When I've called the store in advance and describe the problem the sales representatives, Mark and Gee, inform me I can select a different vacuum cleaner or get a full refund ,however, when I bring the defective vacuum cleaner into the store they refuse to replace it or issue me a refund.

I again brought the vacuum cleaner to the store Monday, September 15, 2014 as the motor had died and Mark told me he would not inspect the vacuum and he then walked away. Mark claims he is the manager of the store and that there is no management office and that he doesn't have a supervisor. I called the [redacted], PA store location and the manager of that store told me there is a management office but he doesn't know the address, phone number or the contact information.

Moreover, they do not honor their promise to refund their products or fix them appropriately. Based on all of this I want the store to refund me in cash for the vacuum.Desired Settlement: Cash-Refund

Business

Response:

To whom it may concern; Thank you for the opportunity to respond to this complaint. Please note that [redacted] purchased a [redacted] vacuum cleaner, for $199.99, from our Grant Ave. location on "June 13, 2011", NOT 10/19/2013, as she falsely stated in her report! If a fax number would be provided I will happily send a copy of the receipt. Even in this complaint it says the vacuum's serial number is #[redacted] which indicates it was manufactured in the 4th month of 2010. This machine comes with a 1 year warranty from the manufacturer and Modern Vac & Sew Center adds an additional 2nd year warranty free. A warranty covers any manufacturer's defects in workmanship and/or materials. Possibly, at some point a wand clip may have broken off and replaced free. According to our records, every other time [redacted] brought this unit in it was clogged due to overfilling the disposable bag and/or picking up an inappropriate item, all self-inflicted problems. This vacuum is, thankfully, equipped with a thermal sensor that shuts off the motor under any straining situation. Every time this customer came into Modern Vac she was treated professionally and never charged for any service even though her machine was well past any "warranty" period. According to our staff, [redacted], was very hostile, even belligerent, whenever she called or came into the store. For the record our return policy, that is clearly printed on every sales receipt, signed charge slip and the electronic check receipt states, "Exchanges May Be Made Only Within 7 Days - No Refunds". Neither Mark, Gennadiy, and/or any other Modern Vac & Sew Center employee implied or gave any indication that a refund would be possible, especially after such an extreme amount of time. In conclusion, we have been properly servicing our customers, in the community, since "1950". Our staff goes to great efforts to match-up any potential customer with an appropriate vacuum cleaner, within their budget. If someone is unhappy they may exchange their machine, within a reasonable time, from our vast {over 150 makes & models} inventory. Modern Vac & Sew Center also offers the unusual ability to service any product we sell both in, and out, of warranty. We obviously tried, even after "39" months, to please this customer even though her demands were unreasonable. Thank you in advance for your cooperation. Leonard K[redacted] - Modern Vac & Sew Centers, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: Leonard K[redacted] has never been present during my multiple visits with my vacuum cleaner to the [redacted] Modern Vac & Sew ( which have been at least on a monthly basis) to observe nor inspect the many dysfunctions of the vacuum cleaner I purchased from the above named store. Since he was never present in the store nor on the phone with me it is impossible for him to describe my personality and/or behavior so therefore he cannot state I've been "hostile " or ""belligerent." This would be second hand information although incorrectly reported. As a professional woman I conduct myself professionally and have always been respectful and professional with the staff. Interestingly, I have asked Gee, Mark and the manager at the [redacted], PA store for a person/persons above them as I am exhausted, exasperated and frustrated as to my multiple visits to the [redacted] store with so many problems and malfunctions of my vacuum cleaner and I was hoping to exchange it or return it. Gee told me many months ago on the phone that I could exchange it for another one but refused to do so when I arrived at the store as he "did not have the authority" to do so. It has been my hope to speak with someone like Leonard K[redacted] in the hope of enlightening him of all the problems/malfunctions of the machine as well as all the conversations I've had with his staff which have led me to become very dissatisfied. The "last straw" which led me to contact the Revdex.com was when I entered the [redacted] store on 9/15/14 and told Mark that the vacuum was not working at all. Mark assumed the vacuum cleaner was clogged, although it wasn't, and sternly told me he wouldn't look at the vacuum and would charge me and just walked into the back of the store. I informed him that all I wanted was for him to inspect it but he refused to do so. It was at that time I told him I was going to contact the Revdex.com.

These are some of the defects of this vacuum cleaner: (keep in mind that I have cleaned the vacuum internally and externally with each use and that I change the bag when half full) None of these problems were "self-inflicted" as Mr. K[redacted] states.

The HEPA filter fell off and a new one had to replaced

The plastic piece on the vacuum cleaner which holds the hose connected to the attachment wand fell off

The hose connected to the "power wand" fell off

The rubber guard which surrounds the bottom of the vacuum fell off

The belt had to be replaced

The vacuum was clogged ONCE due to hair

One cannot depress the reset button as it does not work

The "ON" button no longer turns on the vacuum (This is the reason I brought the vacuum cleaner into the store on 9/15/14).

The above defects are FACTS!! It is highly unlikely that any of the staff could remember all these defects, promises or conversations over these many, many months and in addition only one was present in the store at any given time. Furthermore I never saw any of them document or record any information. All the visits to this store and verbal discussions with the staff have taken a great deal of my effort, my time and away from my responsibilities.

Moreover I am highly dissatisfied and displeased with the aforementioned defects of this vacuum cleaner as well as with Modern Vac & Sew.

Regards,[redacted]

Business

Response:

Once again, we appreciate the ability to respond to this customer's continued complaint. The only item I can agree with, on this issue, is that it is true I was not in the store and/or on the phone whenever the interactions occurred. We must rely on the most accurate accounts, by Modern's staff, and have to assume they followed company and manufacturer policies. As stated in our first letter this transaction happened over "39" months ago! We sold [redacted] a vacuum cleaner and not married to this transaction for life. As much as we try to please every person that walks into our showrooms, sometimes it simply is not possible. Modern Vac, for service after the sale, can only act within the confines of a manufacturer's warranty even though our employees are instructed to "jump through hoops" to try and please everyone. After several months Ms. Lichtman maybe should have contacted the manufacturer. Again, I think my first response to this complaint really covered all the issues and sometimes service & repair can only take care of so many problems. No retailer whether brick & mortar, mega store or internet would have continued trying to take care of this customer's problems, for such a long time, for no fee, all at our cost!! After well over 3 years there is nothing more we can do and for [redacted] to assume any company could issue a full credit and/or exchange for an electrical appliance is pure fantasy and unreasonable. Again, thank you in advance for this consideration and cooperation. Leonard K[redacted] - Modern Vac & Sew Centers, Inc.

Review: Hello,I had made a request and paid $29.95 for this company to look at and diagnose a problem with my vacuum cleaner. When I questioned them as to how they came to the determination within an hour that the motor needed replacing, they became less than nice on the phone with me, and untimely hung up the phone on me. I returned to have my money refunded due the the rudeness and lack of answering my questions and was told that they had no policy to refund money on a service diagnosis. Again I questioned how they went about the process of determining the parts and labor that they said I needed when they only had an hour to do it. I spent an hour in the place and ended up leaving with my vacuum, and calling my credit card company to file a dispute. I have never been treated so poorly! From the beginning of my encounter with them they only wanted to sell me a new vacuum and not repair the one I had. The cost of the repair they suggested I needed would not make it worth repairing.I did call the manufacturer and they walked me through some things to check and cleaning the filters, now the vacuum works fine. This company was nothing but a scam to sell me a vacuum.Desired Settlement: I would like my money refunded in the event that my credit card company cannot resolve the issue for me.