ComplaintsforTache Vacuum Centre Inc.

• Initial Complaint

  30/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 20/23 Tache vacuum installed a new central vac to replace a broken one. Over the phone the owner indicated he would give me a 'vac kit' at $*** off as I was looking for a new power head. The price of the kit and what i was invoice for was $******. The owner dropped it off at my home when I was not there. I paid with my credit card for the central vac unit over the phone with my credit card on July 20/23 for a sum of *******. There was an invoice on the vac kit box stating the payment could be delayed for 45 days. The is no refund information on the invoice and there no refund instruction on the central vac unit receipt. I went into the store today to return the vac kit as we feel we can not afford it. We have parts from our previous vac and all we needed was a power head not an entire kit. The owner was very angry with me and said I could not return it. I argued that his return policy has never been provided to me and I am in my 45 days on the invoice. The owner opened the unopened box in front of me and pulled almost everything out until I stopped him with a final part. I was just going to leave it there but he said he would still charge me. He packaged up the box and sent me out the door. I figured I would just come back tomorrow with my husband to dispute this. I received a text from the owner, Jack, with a picture of a POS receipt for the purchase of the kit. He used my previous credit card information and manually entered it. He said he entered the charge early as his year end is August 31, 2023. I never consented to them retaining my credit card information or for the charge today. * **** ********** ******* ** *** ** ******** * **** * **** **** ******* *** ** ****** **** *********** ******* ** ***** ****** *** *********** * ******* ******* ********** *** ** ***** ***** ****** ******** ** ***************** ****** *****(The original receipt has "45 days" but did not show up on the scan,i have it)

  

  Business response

  05/09/2023

  Re Jennifer ********, as she mentioned prior to July 20/23 we at Tache Vacuum Center Inc. received a request for a service call to this home ** *** *****, as they were having problems with their central vacuum. Up on my arrival I met Jennifer and did my inspection of the vacuum, then suggested I would take it to the shop and confirm if I could rebuild the motor or if it needed a new one. This person was the nicest and most friendliest person I ever met ** ***** ******* *** ********* ******** *** *** **** *** ** **. I communicated the repair / replacement options with her via Tex messages. The unit couldn't be repair so a new one was offered and installed. The question about the power head and the accessories including the hose if it would work with the new unit was asked and I said yes, providing they were all in good working order. After installing the Vacuum while Jennifer has allowed me to enter her home with the garage code while she's at work I completed the install and went inside the house to test her hoses and power head, I discovered the power head wasn't working properly and the manufacture no longer provide them models so a new power head would not work with them original hoses, so I suggested to her it would be better if she got a new accessory kit and I would give her a lower price if she did upgraded. She ask if she could buy it next month, being that she just purchase a new machine from me and they need a working system I offered that I would make 2 invoices one for the vacuum purchase and one for the accessory kit and she could give me a date for the 30 day that would work for her to process the purchase on her credit card. then I went to the store to pick up the kit and dropped at the hose in the garage, as she didn't reply to my Tex before I got back to the hose when i ask if she wanted me to assemble the accessories together. I then asked Stephanie my receptionist to call Jennifer and get the credit card to process the vacuum purchase, and a date to keep on file to process the accessory invoice in 30 days. when Stephanie call Jennifer for the date to put the transaction through Jennifer asked if she could process it in 45 days, that's why Stephanie put on the client invoice as you will notice it 45 days. Just pass the 30 day Jennifer came to the store wanting to return the accessories, I ask why and she stated they changed their mind and never use the kit. I then inspected the kit and explained to her that we don't have refunds and expressed  to her after what I did for them extending the charges I was disappointed she was doing this and truly expected me to provide a refund. After we went over how everything worked again, and she understood there was no returns she agreed  for me to proceed with the transaction process so I repackaged everything for her and she left. When she left and I had a chance  to deal with it I remembered my business year end was August 31, I went ahead and proceed the transaction and sent her a copy explaining that I had processed the payment a bit sooner because of my year end date, but I was well over the 30 day I personally had given her. * ******* ** *** * **** ** *** ************** *** *** **** **** ******* ********** **** *** **** ****** *** ******** ** *** ****** *** *** ********* **** **** *** * ******* * **** ******** ** ********* I'm still trying to understand how Jennifer became so angry and accusing us of wrong doing, when we did everything to support them with the best service possible including extending their payment commitment for the accessories. Thank you!  

  Customer response

  19/09/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  1) Most importantly, when I paid for the original unit over the phone by credit card I was never asked if they could keep my information on file.  I never let this occur as my card has been comprised in the past.  Not only did they keep it, they used it without my permission.  I was never asked or told they kept this info!!! * ******** ****** *** ** ***** ** ** **** ******* ******** * **** ***** ********** 

  2) I was not sure if the 'Kit' was affordable for us, or needed, but he told me he could not get a new Beam brand power head for us.  I was told that we would have 45 days to decide and that was written by his staff on the invoice.  I would never have agreed to this if I was told it was a final sale/no returns. The 45 days made it seem like a no brainer even though he was leaving on vacation the next day, so I agreed. 

  2) The "Kit" was dropped off at our house and we gave him our garage code because everything was very rush, rush as he was leaving for vacation the next day.  He never explained what the 'kit' was.  We had told him in person and by text, that we needed a motor head.  He never explained to us what he was dropping off, just that it was a 'kit' and it had to happen asap as he was leaving on vacation.

  3) When we got home there was a generic brand box of vacuum parts in our garage. No description of what was inside, no brand evident.  We clearly never opened it.  He had never explained what was in it, our why we needed a 'kit'.  We needed a Power Head.  He was gone on holidays after July 20th. It was established by text on July 20th that he didn't install an outlet to use the vacuum in our garage.  He said he would do this when he returned.  I texted him on Aug 9th asking him to come back, and again on august 15th to come back to finish the job that i had already paid for but had no response!  I eventually called the business direct to get him to respond to his concerns. I was not worried about the return as it was unopened and we had 45 days. He is making everything very time sensitive even though my product return was brand new and unopened, yet he took 2 weeks to respond to my request to return to finish the original job. 

  4)He finally returned to finish the job in late August.  Shortly there after I went in to return the brand new, unopened vacuum kit.  I literally had no expectations of what would happen next.  * *** ******* **** *************** *** **** * *** * **** *** ****** *** ****** **** **** ** ***** ***** He ********* ** ****** ** *** **** decided to tear open the box to show me what was inside.  He told me that I could leave the box with him but it didn't matter because he was going to charge me anyways.  I didn't know what to do other then to leave with the box to come back with my husband. I never agreed 'that he was right'.  I never gave him my credit card.  I hadn't even gotten home yet and I received a text from him from the phone number he had ignored for 2 weeks with a picture of a credit card receipt that he charged. He had said he ran because it was his year end in a couple of days.  If I had agreed with his points in the store and given him permission to do that, why would he have to tell me the reason he charged my credit card after I left was because it was almost his year end??? It was still a week away from the 45 days as per his original invoice his secretary wrote on. 

  5) My husband could not return with me the next day.  We were leaving on a family vacation the following day and I didn't want this to extend beyond the 45 days.  I asked a neighbor to return with me.  * *** ******* *** *** *** ****** *** **** *** ******* ******* ** **********. I wanted a witness that I returned the unit. The unit was returned to staff without issue and pictures were taken to confirm.  Jack refused to refund me and instead we dealt with an aggressive angry phone call to my neighbor  who left his contact information.  Instead Jack told him that we were now going to be charged a storage fee for the product while it was on his property.

  6) Jacks original service was prompt and friendly. I have been completely stunned how I have been treated since then. He didn't respond to texts requesting him to finish the job, he kept my credit card info without  asking and eventually charged it without my permission knowing I wanted to return the product.  Both myself and my neighbor were treated very disrespectfully to say the least.  

  7) I was returning a brand new, unused product in an undamaged box. Well within the 45 days quoted to us verbally and on on the receipt. (I have no idea where 30 days came from. That time line only came up in store when I tried to return the box)

  Sincerely,
  
  Jennifer *********

  

  Business response

  02/10/2023

  1) Most importantly, when I paid for the original unit over the phone by credit card I was never asked if they could keep my information on file.  I never let this occur as my card has been comprised in the past.  Not only did they keep it, they used it without my permission.  I was never asked or told they kept this info!!! a business should not be allow to do this without consent. I 100% never consented. 

  Our normal policy is to have payment upon receipt of goods.  In this case, instead of processing payment upon 30 days, which is a normal business time frame for payment,  Jennifer paid for one order, the central vacuum,  and asked for us to wait 45 days to process the second invoice.  It was agreed upon to process payment in 45 days and in order to ensure payment we had to keep her credit card on file for processing.  Any credit card information is secured in a safe place and shredded when no longer needed.  As far as consent, Jennifer gave her credit card information over the phone knowing that in 45 days the accessory kit would be due and in no way did Jennifer ask for us to not keep the card info on hand and to call her for the number again for payment.

  
  2) I was not sure if the 'Kit' was affordable for us, or needed, but he told me he could not get a new Beam brand power head for us.  I was told that we would have 45 days to decide and that was written by his staff on the invoice.  I would never have agreed to this if I was told it was a final sale/no returns. The 45 days made it seem like a no brainer even though he was leaving on vacation the next day, so I agreed. 

  The initial call to the house was on July 19 2023.  On August 21 2023 we went back to the house to add an outlet beside the unit at no charge.  This is almost 30 days to determine if the kit was affordable to them or not if that was the case.  Why wait an extra week and not give it back to me while I was there installing the outlet, or even mention anything.  Also, in order to book the initial call to the house, you fill out a contact form online on the website.  The website states Tache vacuum’s return / exchange policy.  The 45 days was what Jennifer asked the office to extend the payment to, she didn’t ask to try it out for 45 days or we wouldn’t accept it.

  
  2) The "Kit" was dropped off at our house and we gave him our garage code because everything was very rush,rush as he was leaving for vacation the next day.  He never explained what the 'kit' was.  We had told him in person and by text, that we needed a motor head.  He never explained to us what he was dropping off, just that it was a 'kit' and it had to happen asap as he was leaving on vacation.

  As for the explaining what the kit was, if you read our communication on the text, she claimed  that she hated her power head, that was so clunky, I said from what I had seen and the way it worked, that she should consider the new kit, as it is way easer and a better (power head and hose). Also per our conversation via text you will notice it when you read it, I stated that I would go back to the store later and pick one up, as at the time I had another service call in the area near her place. Yes the kit was dropped off promptly  that same day to ensure Jennifer could vacuum now and not in two weeks up on my return from holidays. This promptness should be considered a courtesy.

  
  3) When we got home there was a generic brand box of vacuum parts in our garage. No description of what was inside, no brand evident.  We clearly never opened it.  He had never explained what was in it, our why we needed a 'kit'.  We needed a Power Head.  He was gone on holidays after July 20th. It was established by text on July 20th that he didn't install an outlet to use the vacuum in our garage.  He said he would do this when he returned.  I texted him on Aug 9th asking him to come back, and again on august 15th to come back to finish the job that i had already paid for but had no response!  I eventually called the business direct to get him to respond to his concerns. I was not worried about the return as it was unopened and we had 45 days. He is making everything very time sensitive even though my product return was brand new and unopened, yet he took 2 weeks to respond to my request to return to finish the original job. 

  ** ******* my communication via text with Jennifer *** **** ******  me saying that I was back at the house with the kit and asked Jennifer if she wanted me to assemble it together or just leave the box in the garage. She didn’t respond to my text for some time, so the kit was left in the garage. I did explained on my text that was fairly ease to figure out but if she needed help to call me. I received a reply, saying all good. Again, if there were any questions, a call should have been made directly to the office for clarification, not wait 5 weeks.  I was at the house the week previously which Jennifer had time to ask any questions, which she did not.  Also from the Aug 9^th to Aug 15^th  it was 7 days and not 2 weeks.

  
  4)He finally returned to finish the job in late August.  Shortly there after I went in to return the brand new, unopened vacuum kit.  I literally had no expectations of what would happen next.  I was treated very disrespectfully and told I was a very bad person who didn't stay good to their word. He continued to berate me and then decided to tear open the box to show me what was inside.  He told me that I could leave the box with him but it didn't matter because he was going to charge me anyways.  I didn't know what to do other then to leave with the box to come back with my husband. I never agreed 'that he was right'.  I never gave him my credit card.  I hadn't even gotten home yet and I received a text from him from the phone number he had ignored for 2 weeks with a picture of a credit card receipt that he charged. He had said he ran because it was his year end in a couple of days.  If I had agreed with his points in the store and given him permission to do that, why would he have to tell me the reason he charged my credit card after I left was because it was almost his year end??? It was still a week away from the 45 days as per his original invoice his secretary wrote on. 

  When the kit was brought in to the office, it was opened to inspect the items as proper protocol. However Jennifer stopped me from taking the rest of the accessories out of the box, so I showed her the hose and power head how it would go together and tested everything with her. She then agreed she was keeping things that way after we discussed  the purchase that was made, and that we didn’t have refunds. She asked I put everything back in the box, and she grabbed the kit and left. A while later as I realized my year end was in a couple days  I figure I would process the order a little sooner than mention to Jennifer before as we had settle tings and Jennifer toke the goods. I  then informed Jennifer via text that I had realized my year end was in a couple of days therefore I was a bit sooner than  the 45 days and that the receipt was enclosed for her records.

  
  5) My husband could not return with me the next day.  We were leaving on a family vacation the following day and I didn't want this to extend beyond the 45 days.  I asked a neighbor to return with me.  I was bullied out the day before and then was charged without my permission. I wanted a witness that I returned the unit. The unit was returned to staff without issue and pictures were taken to confirm.  Jack refused to refund me and instead we dealt with an aggressive angry phone call to my neighbor  who left his contact information.  Instead Jack told him that we were now going to be charged a storage fee for the product while it was on his property.

  ****** ** *** **** ** **** ************* *** **** ****** during Jennifer reply that I mentioned to her I wouldn’t be in the store that day and  if she wanted to come in with her husband to discuss this further for her to call me and arrange a proper time. Unfortunately she decided to return the kit supposedly this time with her neighbour  and  for the second time after agreeing with me on the purchase of the attachment kit and to put it all back in the box for her to take back. My stuff had obsoletely no opportunity do decline the drop off of the kit at the store as the person accompanying Jennifer was very directly using intimidating tactics and very aggressive. When I received a text from this person stating that he dropped off the kit at the store with Jennifer I was under the impression it was her husband as he didn’t tell me is name, so my communications with him were via text all along until It didn’t felt right and I call the number. Unfortunately I find out it wasn’t her husband and I decided not to talk with him any furthers he wouldn’t give me his name

  
  6) Jacks original service was prompt and friendly. I have been completely stunned how I have been treated since then. He didn't respond to texts requesting him to finish the job, he kept my credit card info without  asking and eventually charged it without my permission knowing I wanted to return the product.  Both myself and my neighbor were treated very disrespectfully to say the least.  

  To this date, knowing that Jennifer and her Husband have introduced themselves of being 2 business people and very professional people, I cant comprehend how they expected to have a $****** purchase in their home for 45 days with out giving us nothing as a security. Its very clear on my conversation on the text, that I said to Jennifer, you can tell me when I can (put through your credit card next month) also that we would process the vacuum invoice that day, and the other invoice for the kit next month

  According to my people, When the kit was returned with the neighbor (who was assumed was the husband), it was nothing but courteous.  As I was not in the office, and the neighbor was being aggressive, the kit was taken back so there were no confrontations.

  
  7) I was returning a brand new, unused product in an undamaged box. Well within the 45 days quoted to us verbally and on on the receipt. (I have no idea where 30 days came from. That time line only came up in store when I tried to return the box)

  
  30 days is our normal payment time frame if a person/company had an account with Tache Vacuum. If you read our conversation via text message you will notice that when I asked Jennifer if she wanted to consider the kit that I would give it to her for $******, she asked if she could buy it the next month to accommodate her budget, being that this was around the 20^th of the month I asked her to tell me when I could put it through her credit card next moth. When she’s asking to buy it next month and I offered for her to give me a date next month for me to put it through her credit card one would think 30 day as the average credit payment rule in most companies. However when Stephanie call for the credit card particulars to process the purchases se ask if she could do it for the 45 day, and being that Jennifer had showed to be an honest client I trusted that I was going on and be hound my costumer service for her, so I didn’t question Stephanie’s decision  for a  couple more weeks that she agreed on.   Also it was Stephanie’s first week on the job. I will conclude with the same as promised before, as I think that I have been more than fare, honest, and willing to cooperate with Jennifer request to return her purchase minus 35% restocking fee, and minus the taxes paid to RC. The accessory kit is available for pick up at any time if she wishes

  Sorry that I didn’t wait the complete 45 days to process the transaction after Jennifer settle things with me and asked to put everything back in the box that she was taking it back. I then realized my year end was in 2 days and  didn’t really  though that would cause much problems.

  Regards,

  Jack

   

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