Rocket Industrial, Inc.

Revdex.com:
I accept this resolution however I am still dissatisfied with this companies customer service, how they handle complaints, and the way their customer service agents talk to their clientsThis issue took a month to come to a resolutionI had to go to the Revdex.com, Attorney Generals Office, American Express (credit dispute) and to the PRESIDENT of the manufacturer of the product soldIt is absolutely absurd that it took countless hours of calling/e-mailing/letter writing and weeks of lost businessI still think that they should suffer the consequences with the Revdex.com for their actions and their horrible customer service. Sincerely,*** ***

As of today, 4/6/2015, a refund for the full amount of purchase, 617.47, was processed on our clients American Express ending in 1009. Transaction ID [redacted] The credit should apply within 1-5 business days depending on American Expresses timeframe to post. We hope that this will resolve the issues outlined and provide some level of satisfaction to our client. We ask that the machine be returned, including all peripherals purchased using the return label that will be emailed later today. The machine will be sent directly to the manufacturer to allow identification of what operational issues led to the poor performance noted by our client. Our clients satisfaction is of utmost importance.
Sincerely,
[redacted]

Review: On December 14, 2014 I purchased a ProTeam Bedbug Vacuum with several accessories for a total of $617.47. I run a pretty busy commercial cleaning business and we do offer post bedbug treatment cleanings. I received the vacuum in the mail about a week after my purchase. I tested the unit and it appeared to work properly. We did not have any bedbug jobs during the next few months. The vacuum was not used and sat in the box.

We received a request for a bedbug job on March 3, 2015. Upon attempting to use the bedbug vacuum I noticed the suction of the unit was absolutely terrible. Several large pieces of dust actually had to be picked up by hand because the vacuum would not suck them up.

On March 9, 2015 I spoke with an associate from CleanFreak.com. She told me that my request was out of the 30-day return period. I explained to her that the vacuum has been unused other than when it was tested. I stated I was willing to take store credit for the item. After placing me on hold several times to speak with her manager she informed me they would not return or give me a store credit. I explained that the suction of the vacuum was absolutely terrible. She stated that the vacuum is not meant to vacuum it is only meant specifically for bedbugs. I told her that it does not state what she just told me in the description of the vacuum on their website. She stated that in the description of that specific vacuum it states it has 79" of water lift. I told her that I do not know what that means. She continually asked me "Well what is it you want me to do?" I told her to either return it or give me a store credit. She again refused to do either.Desired Settlement: I would like a full refund at this point.

Business

Response:

Thank you for bringing our Client’s complaint to

our attention, Revdex.com ID [redacted]. I would

like to do everything possible to satisfy our client and reach an acceptable

resolution. I’m sure this situation has

led to frustration on our client’s part and for that I apologize.As you

are aware this issue stems from claims of poor performance regarding a Proteam

Bedbug Vacuum (Proteam item # TEA-100343, CleanFreak.com item # 106486). The description of the vacuum clearly identifies

the specifications of the vacuum using industry standard measurements. See attached documentation (attachment

1.1) where I’ve provided reference to

other sites that use the same industry standard terminology. We provide clear ”fast fact” information on

our vacuums to allow details to be reviewed, as well as, a comparison tool to

allow our clients to select and compare side by side up to 4 models. We make every attempt through our website to

ensure our clients are well informed and make a best fit product selection based on their specific

needs.. In

addition to our complete website documentation, my staff is available for questions and are well

educated on product specification,

setup, and usage of the equipment. As they regularly attend manufacturer/distributor

held training specific to the equipment, proper usage, safety and benefits

respectively.I’m in

agreement that my representative

reviewed our client’s return request directly with me during the call on March

5, and the decision was made to decline the return request. This decision was based on two facts, the

first was based on our return policy ( attachment 1) and the second was that this vacuum had

been utilized in a bed bug extraction on March 3, 2015, as stated by our client, and was unable to be received at our facility

due to potential cross contamination.Following

the call on March 5, we were contacted by our Proteam representative who

explained that our Client had contacted them directly to resolve the

operational issues of the vacuum. Our

client was advised by Proteam to send the vacuum to Proteam’s selected service

center who would review the vacuum and ensure it was operating correctly. If it was found to be defective Proteam

offered to repair or replace at their discretion.At the

time our conversation was held with our client we were not made aware that a

dip in performance was identified, this fact was shared once a conversation was

held with Proteam directly. If we were aware that this dip in performance occurred

from the initial use after receiving the vacuum and during it’s second use on

March 3rd, we would have offered a service center for warranty

review of the vacuum and the options based on their findings for resolution.At

this time I am unaware that the request to have the vacuum reviewed for

operational efficiency by the service

center has been completed. Both

CleanFreak.com and Proteam would like to resolve this for our Client and the

steps necessary for resolution have been provided.Sincerely,[redacted] – CleanFreak.comAttachment 1 THE

SIMPLE RETURN POLICY: http://www.cleanfreak.com/policies.html#returnsYour

satisfaction is our top priority and 'Easy Returns' is our middle name! Simply

send items back to us within 30-days in good/unused condition, and with the

original packaging and we'll get you

your money back. Please email, call, or Instant Message us (click on the 'Chat'

button over on the right) prior to sending your product back and we can give you

an order return number so you can easily track the return/exchange. Please note

that return shipping is not paid for by CleanFreak.com. Original shipping

charges are non-refundable.For

equipment , postage will need to be paid to the destination of the returned

item(s), and the initial shipping costs will be deducted from the credited

amount. Shipments canceled mid-order will be refunded less any shipping cost,

(including shipments that were returned because of the carrier being unable to

contact anyone at the delivery address or in the cases where we were provided

an incorrect phone number or delivery address). When the carrier is unable to

contact a customer for delivery, the customer is responsible for any storage

fees of the big pricey equipment. Returns and canceled equipment orders are

subject to a 15% restocking fee, with the exception of any manufacturer's

defects.*(Deep

breath) and, last but not least, obviously used or mishandled products can't be

returned.Attachment 1.1Common

vacuum terms located on our website referenced in the complaint These are industry standard terms used to

help our clients make an informed buying decision. Specifically related to vacuums the figures

identify the strength of suction and air movement.Water Lift (Sealed Suction) (http://www.bestvacuum.com/vacuum-cleaner-specifications)The

sealed suction of a vacuum cleaner is measured in inches of water lift. This

rating is taken when the motor is totally sealed, and the term refers to how

many inches the motor will vertically lift a 1" column of water.Water

lift is what gives a vacuum cleaner the power to pick up or "lift"

debris from the floor surface, while airflow then removes it to the dust bag.

Vacuum cleaners with more inches of water lift will have an easier time picking

up sand and other heavier soils from carpet and flooring.Water

lift is also a measure of a vacuum cleaner's ability to deal with resistance

within the vacuum cleaner. This is especially important in HEPA or high

filtration vacuum cleaners that have more resistance due to the additional

filters that the air has to pass through. A good

water lift rating also indicates that a vacuum cleaner will keep performing at

high levels as the dust bag or container fills and the filters "load"

or gradually fill with fine particulate and become more and more resistant to

air passing through.The

water lift of a vacuum cleaner is another useful indicator of performance in

that it is a means of comparing the suction of one motor to another and,

generally speaking, the more water lift the better.

Business

Response:

As of today, 4/6/2015, a refund for the full amount of purchase, 617.47, was processed on our clients American Express ending in 1009. Transaction ID [redacted] The credit should apply within 1-5 business days depending on American Expresses timeframe to post. We hope that this will resolve the issues outlined and provide some level of satisfaction to our client. We ask that the machine be returned, including all peripherals purchased using the return label that will be emailed later today. The machine will be sent directly to the manufacturer to allow identification of what operational issues led to the poor performance noted by our client. Our clients satisfaction is of utmost importance.

Sincerely,

Consumer

Response:

I accept this resolution however I am still dissatisfied with this companies customer service, how they handle complaints, and the way their customer service agents talk to their clients. This issue took a month to come to a resolution. I had to go to the Revdex.com, Attorney Generals Office, American Express (credit dispute) and to the PRESIDENT of the manufacturer of the product sold. It is absolutely absurd that it took countless hours of calling/e-mailing/letter writing and weeks of lost business. I still think that they should suffer the consequences with the Revdex.com for their actions and their horrible customer service. Sincerely,[redacted]

Review: Ordered floor polisher package for over $1,000 including shipping. Our company credit card was charged immediately, but no ship date given. After a week of waiting for a shipping confirmation, I contacted the company. They said they were just informed that day that the floor buffer was out of stock in their inventory and at the manufacturer's facility and that the unit was "in production" at the manufacturer, but they could not tell me when it would ship. I requested a refund and was sent an email stating that a refund happened, but as yet have verified this with the credit card company. I can supply all correspondence if necessary, including a transcript of a lengthy chat session.Desired Settlement: Verification of credit card refund. Investigation of this company. They are advertising falsely on their website and should not charge customers credit cards for items that have not shipped to them.

Business

Response:

Our website indicates that 7 - 12 business days must be allowed for delivery. We would not have had an exact delivery date as the manufacturer had agreed to deliver the item directly to the customer, but transit times & Q.C. times can vary. The customer indicated that without a guaranteed and specific delivery date, she would chargeback her credit card despite the item being in process to her. We immediately offered a full refund which the customer argued as she preferred to have the items continue in process to her but still have the option to cancel the charges on her credit card at her discretion. This is not a viable solution, so we apologized for any inconvenience & offered the cancellation with full refund. She requested a call from a supervisor via our chat. I called her immediately & she demanded to know why the unit had not yet shipped & why we were unable to provide a guaranteed specific delivery date. I explained that the unit was in production at the manufacturer & she laughed & wondered how an item could be in production. She then indicated that it is false advertising to advertise items that are not on hand. I offered her the refund & she hung up on me after telling me that she was going to lodge a complaint with the Revdex.com. We refunded the card in our system & made certain that a copy of the refund receipt was sent to her e-mail. Banks / Credit card companies do require some process time to get the money back into the customer account, however that is at the Credit Card company's discretion - not ours. Our portion of the refund was completed immediately. We attempted to serve her courteously & efficiently, but were not able to meet her expectations despite our advertised request to allow 7 -12 business days which would not be up until Aril 2nd, 2014. That being the case, the best resolution was to refund her in full which is already done.

Please let us know if any further information is needed.

Regards,

Packaging Tape Inc

Consumer

Response:

I am a returning customer. 1st experience good. This experience very bad. I had placed two orders for their complete extraction package which included a 7 gallon extractor machine, 2 attachements, cleaning agents and a bonus vacuum cleaner with bags. I was billed a hefty sum for shipping costs. Order confirmed on 7/31/14. I was finally notified on August 12th that they have not been shipped yet. They placed the order with the manufacturer of the machines and there is a delay. August 25th was another notification that the manufacturer still hasn't completed production, and when it finally does get completed, there will be a 1 week quality assurance phase before shipping. Projected shipping date September 8th. After September 8th there was no new nofitication. I emailed again today, but no reply so far. I have lost customers who were tired of being postponed. I am being charged interest on the hefty shipping costs when my order has not been shipped. I am a very unsatified customer. If I knew that they did not have the product ready to ship when I ordered, I would not have placed this order, but there was no notification that they didn't have this ready to ship. I will complete this transaction as I don't feel I have too many realistic options at this point, but this company has lost my business going forward. I am losing customers and paying for a shipping cost that has not happened yet.