Omar's Built-In Vacuums

Mr. [redacted] brought his power head and hose into our shop on Friday August 26th 2016. I am the business owner and I was the person who received the product from the customer. I commented to him about the duct tape that was wrapped around the hose and asked if the hose was ripped. He proceeded to...

fill out the paperwork incompletely with only his first name and phone number. Normally we request full name and address so that we may review the history of the customer. The paperwork was immediately attached to the vacuum unit to make sure that it is always tracked to the correct customer.
            The hose and the power head were examined by our service tech and he determined the cost to repair the equipment. The only time the paperwork that Mr. [redacted] filled out left the products was when the service tech wrote down the prices for the various repair parts. On Monday morning August 29, 2016 Ivan, the service tech, placed a call to Mr. [redacted] and asked him to return the call to discuss the necessary repairs and their cost. Ivan also requested that he return the call as soon as possible since he would be leaving the shop for his service calls at 9:00am. At approximately 11:00am Mr. [redacted] phoned the office and I took his call. I told him Ivan was out in the field and I would have him call as soon as he returned to the shop. He became belligerent and said “what is the big deal it is only a vacuum” and “I know how to fix it. I will just put a rivet in the wand”. I repeated to him that Ivan would call him as soon as he returned.
            At approximately 2:30pm Mr. [redacted] came into the office and we went into the shop where I pulled the paperwork out of the vacuum wand and began trying to explain the repairs. I also stated that he would be better off talking to Ivan since he had done the estimate. He became irate and belligerent and said “how do I know that is even my vacuum”. I tried to explain to him that the paperwork never left the product except to write down the estimates. He became angrier and stated that it was not his unit. I started to become fearful. I am 72 years old 5’ 9” and 180 lbs. Mr. [redacted] is at least 6’ 6” and 250 lbs. I was contemplating walking away and calling the police. At that time Ivan and Larry, another employee, returned to the shop. He was still irate and insisting that the unit was not his. Ivan tried to explain what needed to be done and asked why he didn’t call back that morning. Mr. [redacted] turned to Larry and got within inches of his face  and said “this is not rocket science. You guys are a joke”. At that point we asked him to leave and he grabbed his hose and unit and ran out the door stating “I will never do business with Omar’s again and I will tell everyone I know not to do business with you.”
            As a company we are very proud of our reputation for integrity and honesty. We have been in business for over 50 years and maintained an A+ rating with Revdex.com for many years. We have also maintained A+ ratings with [redacted] and [redacted]. We are recognized as “the” quality central vacuum provider by the high quality [redacted] builders in the Puget Sound area.