Nu-Systems, Inc.

I had a central vacuum unit (Power Star Optima Plus) that was not operating (e.g. no suction power) as indicated by blinking lights. I called Nu Systems and was quoted $95 per hour to diagnose the problem. When asked what happens if they need to replace a part, I was told it doesn't take long to diagnose and the remaining labor hour will be applied towards the replacement trip. I got bids from three companies and selected Nu Systems based on the quotes given. The technician found the motor malfunctioning . I was billed $95 and made the payment. When the parts came, the technician made a second trip to install the motor. After he installed the motor, the lights were still blinking, indicating something was still not working properly. He spent almost half an hour trying to resolve the blinking light issue. He called the manufacturer representative and was told we could put in a new circuit board, which I was willing to pay for the parts. Then I received a second bill of $267.40, which included $142.50 for labor, plus $120.90 for the motor. I called Nu System to question the labor charge and was told that their labor rate is $95 per 1/2 hour, hence $142.50 for the prorated labor charge. I was also told that they charge separately for every trip. So if I want the circuit board installed, I will have to pay for labor charge again, at $95 per 1/2 hour or $190/hr, for a potential labor cost of $332.50. With parts, the total cost for repair will be almost $500. I felt like I was being ripped off by Nu System. Had the technician diagnosed the problem correctly the first time and ordered both the motor and circuit board, this repair would have been more reasonable. I believe I was misled by NuSystem in the first place with the "bait and switch" pricing tactic. I also felt strongly that Nu System should take responsibility for their failure to diagnose the problem correctly and not charge me for their mistakes.Product_Or_Service: Repair Central Vacuum UnitOrder_Number: [redacted] and [redacted]Account_Number: Acct [redacted]Desired SettlementNuSystem should 1) honor their first quote of $95 per hour labor rate and adjust their second invoice of $142.50 for labor to $ $71.25 accordingly for 3/4 hour. In the future, they should make it clear to potential customers that their hourly rate is $190, not $95. 2) Complete the repair by installing the circuit board and not charge me extra for the labor and trip. I will pay for the circuit board as I did with the motor part. Business Response When the customer initially called in with her vacuum problem we asked her to provide us with the make, model, and manufacturer of her vacuum canister. This is the part of any central vacuum system that provides the suction throughout the house. After she gave us this information we clearly explained that we are not familiar with this brand and model. We also recommended replacing the canister with a brand that we sell and are familiar with so that we could provide better service. The customer informed us that she had a Home Warranty in place and was not interested in replacing the canister. So, we stated that we would be willing to troubleshoot and service the vacuum system at our standard service rate. This rate is $95.00 for the first half hour and $95.00 for each hour to follow. This is the rate for each and every trip. The customer asked us to contact [redacted] at [redacted], [redacted] to work with him on the Home Warranty. On 9/3/14 our technician determined that the motor was not working and therefore needed to be replaced. Our technician stated that there appeared to have been an electrical surge that melted and damaged parts of the motor. On 9/16/14 we billed $95.00 for that 30 minute service call. It would seem that the customer understood at this time, NuSystems Service Rate, as she paid this invoice in full and did not question it. We contacted [redacted] at [redacted] to get a replacement motor and he informed us that the motor was only partially covered under warranty and he gave us the price of $120.90. When we received the replacement motor we returned on 10/8/14 to install it. Our technician noticed the blinking lights on the canister and didn't know what they meant because there was no information on the premise for this model canister. There wasn't much concern for the blinking lights because they didn't seem to prevent the canister from turning on or off or sucking. The system now has excellent suction due to the new motor, but the customer was unhappy with the blinking lights. Our technician called the manufacturer and they explained that they could send us a new circuit board, but also could not explain why the lights were blinking or if a new circuit board would really resolve the blinking lights problem. The Service Call to replace the motor and troubleshoot the blinking lights was a 1 hour visit and was billed on 10/14/14 for $142.50 for the time on site. The customer could have saved on costs for the parts if she had contacted her Home Warranty directly instead of having a 3rd party (NuSystems) get involved. The customer has paid for the first Service Call to troubleshoot the vacuum system and she has paid for the replacement motor from the second trip. The customer is refusing to pay for the labor for this work. NuSystems has been in business for 32 years and our service rates have not varied. Our Customer Service Manager tried to work with the customer even though she was and is refusing to pay for NuSystems labor to replace the motor and troubleshoot the light problem. We offered to return to install a new circuit board at a $95.00 flat rate plus the circuit board, regardless of how long it would take our service technician. Our technician did the best he could in determining the problem. Most vacuum canisters are made up of only a few electrical parts - the motor, on/off switch, relay, and circuit board. There is no way that anyone could have known to replace the circuit board after the first visit as the blinking lights could have indicated the motor was defective. So, we addressed the initial problem of no power or suction and replaced the motor. This did not clear the blinking lights and we have tried to resolve this problem with the customer. NuSystems has decided not to send the customer to collections and we have not decided to write-off any of the work we have performed thus far. NuSystems has informed the customer that we will no longer service her system until she has paid her open balance. She simply is refusing to pay for the services NuSystems has rendered. NuSystems desires that she pay for the service performed at the rate that was explained to her over the phone.Consumer Response NuSystems is obviously not interested in customer service. I called them to solve my central vacuum unit problem three months ago. To this date, It is still not fixed and they want to pass the buck. They have no problem charging me, the customer, the extra 1/2 hour their technician spent trying to figure out the cause of the blinking light. When their technician called the manufacturer, the manufacturer rep had suggested putting in a new circuit board. I offered to pay for the circuit board but not the labor charge associated with its installation, as it was not my fault that the original diagnosis obviously overlooked the circuit board component. I believe the fair thing to do is for NuSystems to charge me $95 for diagnosis and another $95 in labor cost for installation of both the motor and circuit board. I have already paid for the motor part and will pay for the circuit board cost after it is installed. Business Response NuSystems will not perform any further work until this customer pays for the services we have already provided. We left the customer with a working vacuum system when we had replaced the motor in her canister. After the motor was replaced the blinking lights did not prevent the canister from working as it should. The blinking light issue is unfortunate, but as we have expressed before this is not a canister we have experience with and our technician did call the manufacturer to try to resolve the blinking lights problem. NuSystems is willing to reduce the labor from $142.50 for 1 hour to $95.00 for that 1 hour to replace the motor, troubleshoot the blinking lights and to call the manufacturer - Invoice #[redacted]. IF the customer is willing to pay the reduced labor as stated above and IF she is willing to provide the replacement circuit board, NuSystems will return to install it at a flat labor rate of $95.00. This is a courtesy to this customer only for the Invoice #[redacted] and the possible installation of the circuit board. NuSystems does not guarantee that the replacement of the circuit board will resolve the blinking lights problem based on the conversation that was had with the manufacturer. IF this does not resolve the blinking lights problem this customer is still responsible for paying for the service we provide. Any further Service Calls beyond the replacement of the circuit board will be billed at NuSystems rate of $95.00 for the first half hour and $95.00 for each following hour. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am willing to pay the adjusted second trip labor charge of $95 (vs $142.50) provided NuSystem warranties their work. Since NuSystem doesn't think the blinking light is a legit concern as long as there is suction power, they should prove me wrong by installing the new circuit board on their own dime. I will be reluctant to pay for any second trip labor cost if no warranties are given by NuSystem. What if the newly replaced motor goes dead in a year or less because there is something else still wrong with the unit as indicated by the blinking light? Am I supposed to cough up another $300+ to fix the same problem again? Business Response NuSystems will not warranty the parts or the labor on the customer's equipment. If the customer is looking for any sort of warranties the customer needs to turn to the manufacturer of the product, not a service company. Again, NuSystems has addressed the initial problem of there being no power or suction by replacing the motor in the canister. The customer now has a working vacuum system. When our technician was on site and he contacted the manufacturer specifically about the blinking lights they could not guarantee that replacing the circuit board would definitely fix the blinking lights, so NuSystems will not guarantee this either. NuSystems is trying to work with this customer by reducing the labor for the service we provided on Invoice #[redacted]. We have agreed to reduce our service labor for a return trip to a flat rate of $95.00 to install a circuit board that the customer would furnish. NuSystems will not warranty the labor or the parts for this system for this customer. The customer will have to accept that when parts fail they have the option of simply replacing the individual parts as they fail or replace the entire appliance. NuSystems has completed the service requested and the customer has refused to pay for the service NuSystems has already provided. What will be next? What if the electrical outlet the canister is plugged into shorts out the system and melts the motor or circuit board? Will NuSystems now be responsible for that? NO! The manufacturer of any product is the entity that provides any sort of product warranty. A service company like NuSystems does not warranty the manufacturers product. If the manufacturer states that replacing the circuit board may or may not fix the blinking lights then NuSystems will not guarantee that this will resolve the blinking lights. NuSystems has done everything within reason to provide this customer with a solution to the vacuum problem.