Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vacuum cleaner in for repair and was told one price and when I came to pick it up it was twice as much. I questioned the price. I was yelled at called a " asshole". the man poked his finger at me . When I asked him not to do that he said " he would poke my eyes out. At first they weren't going to even give me my vacuum cleaner back. I told them I was going outside to call the police then one employee came with the vacuum. This man's behavior was the worst I have ever experienced in my life. At age 73 I was treated horribly at this business. Being threaten and insulted was just terrible.

  Business Response

  Date: 08/01/2024

  *****************,

  You came into the store for a repair which was quoted and service performed. We did the work and when you came in to pick up the vacuum you accused us of calling you a foul name and being rude to you when you came into the store the first time to drop it off. We never said that  and we even stated if you did not like how we acted why did you leave the vacuum for us to repair instead of going elsewhere. You questioned the repair and started non stop mentioning how rude we were and would not stop when one of our staff members asked for both parties to stop and drop the arguing. Things got so heated we wanted to deny service and remove our parts and let you go else where you did not want to. We offered to refund you in full you did not want that you just wanted your vacuum. So after the arguments we still carried the vacuum out to your car and placed it in the car. We are sorry you feel upset or felt threatened, but when you were asked to stop insulting you just would not stop. We should have been the ones calling the police to have you escorted out of our store, we did the repair and did not want to be insulted. Sorry to say but all my customers for the past 35 years in business and been in the same location are wonderful. We have never met anyone so confrontational.  I am sure that any other business would have reacted the same way.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase parts through their ************* location and received the wrong parts. When I went to return these (wrong) parts, the Owner wanted to charge me shipping fees both to and from my location and then restocking fees. This owner is obnoxious and attempts to be condescending blaming his failures on the customer. He appears to me to be a real shyster and will do anything to make a buck. I never write a review or critique any business or individual however this company must be avoided at all costs. there are many vacuum companies out there find another.

  Business Response

  Date: 08/31/2022

  
  This client placed an order with Think Vacuums our internet business under order #*********. This complaint has nothing to do with Gator Vacuum our brick and mortar store. ************************ placed an order with a competitor who took his money and did not deliver the parts he requested. He then came to our store and spoke with ThinkVacuums customer service with a list of parts for his Sebo vacuum cleaner. We took the part numbers he had listed and placed the order for him. The order was a direct shipment from the manufacturer to *************************

  ************************ came into the store on Tuesday (****) to return the parts. He claimed the parts were wrong but he had other issues going on with his vacuum system. The parts he ordered were correct, however when we explained more would be needed to be done to his vacuum to get it running properly he wanted to just return the entire purchase. Again instead of reaching out to our internet business to process a return via phone or email, he came into Gator Vacuum which is not the same business as our E commerce store. We explained that we would issue a refund accordingly with our internet stores return policy fees deducted this is when he became upset.

  The Owner and two other employees tried helping, but when we explained his refund would be less the initial shipping cost and a 10% restocking fee this was now when he became relentless on why he is being charged fees. We explained we have our policy clearly stated on our internet site and he continued to argue. One of the internets customer service representatives contacted the manufacturer of the returned parts on speaker phone so ************************ could hear directly what they charged us to ship which was $18.11 from their facility in ******** to his dwellings.
  

  ************************ didn't want to pay the 10% or the shipping fees and started getting even more upset. Then he started getting a little loud threatening he would just dispute the charges before walking out of Gator Vacuum. After leaving our brick and mortar store he finally filled out a return request form online through Think Vacuums where the purchase was actually processed. Then when we reached out via email to explain since he already dropped off the merchandise we would credit him back less our policy which is listed below. He continued to be argumentative. We credited the customer less 10% restocking plus our shipping cost on Tuesday for a refund amount of $46.41. Attached is also proof the invoice clearly reads Think Vacuums NOT Gator Vacuum. 

  Our Return Policy:
  
  Think Vacuums Return Policy
  1.You must contact us within 30 days to take advantage of our 30-Day Return Guarantee. This guarantee is on all products with an exception of certain Special Ordered Products, Commercial Vacuums, Complete Packages, and Installation Kits*
  2.Returned merchandise must be in new resalable condition with original packaging, manuals, and materials. Return shipping is the responsibility of the customer. We can issue a return label and in this case, the shipping cost will be deducted from the refund. There is a 10% restocking fee for all items (restocking fees up to 50% may apply if merchandise is not in new condition), less the initial shipping charges. In the event that the complete order is returned that qualified for free shipping, a credit will be issued less the initial shipping charges covered to send out the merchandise to you at no charge. 
  4.*This also applies to all specially ordered items that are not normally sold on our website such as all relay boards, specialty parts, etc. that require a special drop ship process
  

  On Wedneday morning he started in again with emails to us being confrontation. Below is a copy of his email reply to us after having to defend ourselves and stress the situation of the correct merchandise being shipped per his list that was provided of parts that he requested.  Again this situation should have no reflection on Gator Vacuum as our online store is located next door which is run as a separate entity. 

   

  Email Correspondence: 
  Good Afternoon *****,
  
  Just to clarify, we ordered this through Think Vacuums. You came into the Gator store but as you can see on your receipt it was under Think Vacuums. Not the same company as we stated from the start.
  
  The parts we ordered were in fact the correct one for your model. You couldnt figure out how to put it on/install it but they were the correct one so saying it was the wrong part is not true at all. Not to mention the vacuum after inspecting it had issues already. I shall include our returns policy page below so you may see all the information on returns are there and in print. We contacted SEBO in front of you and you heard directly from SEBO themselves how much it cost to ship it to you. Disputing the charges and leaving a negative review due to your error is unjust and slightly devious.
  
  
  From: ********************* [mailto:*************************]
  Sent: Tuesday, August 30, 2022 1:36 PM
  To: ******
  Subject: Re: RMA REQUEST - from ********************************* - Invoice # ********* 100195443
  
  Make no mistake this was the wrong part period. and because I was nice enough to drop it off, should void me of any charges you might conjure **. ** addition, you have several negative complaints filed with the BBB and there will be another filed in an effort to boost your thriving business(LOL). Oh, yea devious is my middle name. Please take the opportunity to read your reviews with BBB perhaps that will bring you back to reality. stop being a shyster!! 
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17798105
  
  I am rejecting this response because: The day I purchased the Vacuum parts I was never given an invoice or even told anything about anything about there scandalous return policy. Had I been given this info, I would have never placed the order and found a reputable business that sells vacuum  parts. That said, they issued a refunded to my accounts less than 50% of the purchase price which is deplorable. I have informed my credit card company and they are taking appropriate action to protect my interests along with filing this complaint in an effort to educate the consumer to stay far far away from this place. "Buyer Beware" 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/01/2022

  When this client came into our local store we advised we did not have the parts needed. We also advised we could place the order through our e-commerce site and we would drop ship the parts he requested. Once the order was placed the customer is emailed an invoice with the product information. Our website name and information was sent via email with his order confirmation. At the time the customer receives the email confirmation they have the ability to review our website and our policy page. Since the client did not review the policy this complaint has been made to the BBB as well as negative reviews on social media. In good faith we will honor a full refund to not further escalate the situation.

  Customer Answer

  Date: 09/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************