Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We brought our power head vacuum for our central vac to Morelle's Vaccum @ 3050 Portage Ave. on April 19. They kept the vacuum for 4 days, when we didn't receive a call back, we phoned to enquire about our power head. We were told that we picked it up. We explained we did not pick it up and they still had it. They called us back later that day and we picked up the vacuum head. At that time the rep explained that it was the motor and it would be *** for parts plus labour. And suggested we get a new power head. They sold us the same model. After bringing the new head home, we tried using the vacuum head and it did not work. We called Morell's and explained the problem. We were told to hit a reset button on the new power head. It started working. Since they were the same model we tried hitting the reset button on our original power head and it started working. We called Morell's back to ask why they did not suggest that to being with and how we are going to find a solution. The owner (father) ******* ** **** *** **** ***** * ********* **** * ***** ** ******** *** ** *** ******** ********** ****** *** *** ****** ******** ******* ** then hung up ** **. 10 mins later the son called and proceeded to tell me we did not leave the vacuum there and he told us an inspection fee was *****. However, they never mentioned that when we dropped it off or picked it up, just that a new motor would *** plus labour. I tried to explain we did pick it up and that I would filing a complaint **** *** *** *** *** ******** ********** ******. *** *** **** * *** * ***** I offered to get my partner on the phone so we could discuss. However when I asked for a name and phone number, he rattled off a number so quickly and when I asked what the last 4 digits were and his name he hung up. *** ********* ** **** ** ******* ** ******* **** * ***** ***** *** ** *** *** *** *** ********* ********** *******
Business response
19/04/2024
We were dealing with Gabriel's partner and mother to begin with. Gabriel was not present until the day he called threatening that he would complain. Gabriel's partner was the first interaction, coming into our store requesting to look at her mother's powerhead. As which the son at the store working there, explained a deposit of $***** to look into the issue. Gabriel's partner explained she would need to speak with her mother first. Days go by and the mother calls asking where her powerhead is. To which the son of the store owner explained the situation (to contact the mother about the deposit fee) and advised to call her daughter. We received multiple calls about her asking about the powerhead, after explaining the day before to talk with her daughter, for some reason she believed the powerhead was at the store once again. ** the mother *** * ***** ** *** **** ** ******* ** *** ****** ***** ***** *** was explained on multiple occasions including the day before being explained of the situation. Eventually the mother and her daughter both come into the shop, as they suspect the issue to be a motor problem. They were explained that it could be a possibility and was given a rough estimate for the cost to have it fixed. A lot of times when the motor is shut off and needs to be reset, it is because of a bad motor, this can also occur with brand new powerheads getting caught into different elevations like area rugs and such. The motor needs to be broken into to avoid these problems. The mother and daughter made their decision to purchase the powerhead instead of paying the initial deposit of $***** to look into their old powerhead. The, the mother called with the issue the new powerhead wasn't working after a day of purchase, as instructed the reset button would need to be initiated to have it up and running again which was a success. This is when Gabriel first came into this situation. *********** *** **** ** **** ** ********* ** *** ********* **** ** *** **** ** *** ****** **** ***** ***** **** ******** *** *** ******* ** *** *** ******* ** *** ***** ***** ** ********* *********. Which she replied that she will talk to him, she understood and remembers our interaction since we were dealing with her from the very beginning. As Gabriel complained and was trying to inquire about information. He was told that another call was on the line and frankly dealing with someone who is a bystander, not being part of the issue was not in our best interests when we are a business dealing with other customers. As the son of the store owner was finished dealing with his customers, he was called back to inquire about his questions and to reason, which ended up with Gabriel not picking up. **** ******* ********** ******* ********** ** *** ******** ** *** ** ** **** ****** *** ** *** *** ****** **** *** *** ******* *** ********* ** *** ******** As written on the bill, all sales are final. There is no refund to be given. Thank you.Customer response
19/04/2024
****** ** ****** ** ** ********* *** ** *** **** ** *** **** ****** ** ** ****** ******* * **** ******* ** **** ** ****** ********* *** ***** **** *** ***** * **** ******* *** *********** ** *** ***** * **** ******
** ********* ** *** **** ** **** ***** ******** ***** ** *** ***** ** ** ** *** ***** ***** ** *****
I would like to follow-up on a couple of issues in their response. In addition to the four that I have already sent.
1. They did not indicate that there was an inspection fee.
2. It was my partner that left the vacuum head with them and picked it up (I was present for pick-up).
3. ** ******* *** *** ******* ** ** **** **** *** ** *********** **** * ******** ******. My mother is still quick witted, detail oriented and very organized. ** ***** **** *** ** *** *** *** ****** ****** ** ****** ** *** ****** *** ** ***************
4. When the son called me a liar about leaving the vacuum head there, I offered to have a conference call with my partner to confirm the information. The son declined.
5. The son at the business did not say he was on the other line or with anyone, he just ****** stated that he was busy.
6. When I requested his name and number so that I could call back, he refused to provide either and hung up.
7. They did attempt to call where I did not pick up, because I was on the line **** *** ********* ********** ****** ****** ******** ***** ** ** *** * ****** ** ****** ** **** **** ******* - I had already put that call on hold to speak with the son the first time and I was not going to do it again when he called a second time 5 minutes later.
8. They called my partner **** * ********* *** trying to convince her that I should not get my mom to dispute the purchase with *********** ** ******* *** ******** ********** ****** ** *** *** ** ** ***** ** ****** *** *****
* **** ***** ** *** ***** ************ **** *** ******* *** *** *** ********* ********** ****** *** * ******** **** *** ***** ** *** ******** **** *** *** **** **** ** ** *** ****** ******** ** **** ** ** *** **** *** ********** ** ********* ** ** ******* **** * **** ******** ***** ** ************* *** **** ** ********* *** ******** ********* ***** * ** ** ** ******** **** ** *****
If there are any questions, feel free to ask. My number is *************
Thank you,
Gabriel *********Business response
22/04/2024
I don't see the reason to repeat myself again. **** ** **** * ************ **** ****** ** *** *** ***. Gabriel was never part of any transactions or conversations until his partner and mother left with a new powerhead. Dealing with this is * ***** ** ** **** *** absurd when Gabriel is not even a customer to our business. Instead of paying the fee to look at the powerhead, the two women decided to buy a new one.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.