Nevada Vacuum

We called [redacted] and were sent to Nevada Vacuum to have our vacuum repaired under warranty. My husband went to drop it off and they noted the broken parts. They bad mouthed [redacted] and sent him home with a loaner that they were pushing hard to get him to buy. I went to return the loaner several days later and again, the hard sell. I asked about my own vacuum and was told it was ready. They tried to return it without any work being done. I pointed it out and watched him note the broken parts yet again. They called my husband the next week to come pick it up. He went down there and they had "fixed" something that neither of us approved for $73.07 and did not fix the pieces we had brought it in for. When my husband pointed it out, they said they would order the parts and call us. They didn't. Basically, we feel scammed. They wrote down the parts we wanted fixed that were under warranty twice, but never fixed them. We had originally commented on it not running properly, but were charged for parts and labor that was not knowingly approved by us. The invoice was a surprise to both of us.Desired SettlementWe would like a refund for the $73.07. We will not be bringing our vacuum in for the warranty repairs. We will go elsewhere. We would also like for the owner to review customer service with the sales team.Business Response Contact Name and Title: [redacted] OwnerContact Phone: [redacted]Contact Email: [redacted]Thank you for this information. This is very important. I have tried to find information on this situation. However the consumers name and phone number are not in our system.I have called the customer two times and left messages... asking them to return my call.Please send me the customers information used on the work order. 1. Name 2. Phone number 3.[redacted] serial number.I need this information to help resolve this situation. If the information is not available, please do have them call me. [redacted] - Owner[redacted]Thank you for your help.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I spoke with the owner today and am waiting on a response before we reach a resolution.Final Business Response We have resolved this situation with the consumer by the following: 1. A full refund 2. Free parts replacing the damaged[redacted] cyclone part, a pre filter and post filters 3. A complete demonstration on their vacuum of product care, maintenance and performance. I thanked them for making me aware of the situation. I apologized for the frustration and look forward to helping them in the future. We have changed our procedures to prevent future issues. We are a warranty service center and average 25 to 50 incoming repairs every day. Repairs are usually completed based on first in and first out basis. This repair was expedited to make it convenient for the consumer who was returning a free loaner the next business day. Time line for the[redacted] Repair 8/29/15 Sat at 2:06pm Incoming Repair received8/30/15 Sun Closed8/31/15 Mon Labor Day Closed9/01/15 Tue Diagnostic test was completed called customer left message to call9/01/15 Tue 5:59pm Customer returned free loaner Vacuum. The Technician had left for the day.9/02/15 Wed In Error technician was told repair was approved for unclog labor and filter9/02/15 Wed In Error Repair was completed. Called customer and left message9/02/15 Wed Warranty part was ordered9/05/15 Sat Called customer to remind them the repair was ready9/05/15 Sat Customer picked up machine9/22/15 [redacted] Warranty part was received, called customer to pickup part.We certainly due apologize again for the poor internal communication and have changed our procedures to prevent this from happening. We are committed to the vacuum cleaner business and specialize in vacuum service and warranty support. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] did a great job resolving the issue. However, I believe the communication he received from his staff was in error. We did not received phone calls, but did call the store to check in several times. We were told both trips into the store that the machine was fully fixed, when it was not. The free loaner was not asked for, but was the machine they were trying to sell us. When we brought our machine home on 9/5, there was not any communication stating that parts were still on order, nor did we receive a call stating that they were in. [redacted] was the one who communicated this while we were on the phone and invited me to come in, which I accepted.