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:09/14/2023

  Type:Product 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.

  On June 16, 2023 I did a demonstration for one of my co-workers in regard to ******* Vacuum Cleaner she needed so many people so she could get a free vacuum. I was trying to help her and I knew about ******* Vacuum and how they would clean, I never had one but had talked to people who had and they loved it. One the representative came with my co-worker to demonstrate how to use it, she spoke so fast and went through it in no time that I was not comfortable in using it on my own without going over it again. I put the vacuum cleaner and ll the pieces away until I had someone else explain the different pieces of it and how to use it. In the meantime I had gone on vacation and when I got back was really busy and had no one to help me with it. The week of August my coworker was in the area one Saturday morning and I called to ask her a question because it was time for me to try to use my *******, my daughter was also there when Marcel demonstrated to us to tell us exactly what to do. My first encounter was to do my mattress. My mattress was purchased on August 2020 from the ***** ****** *****, it was a $5,0000 mattress and I also purchased two different protection cover to make sure nothing would happen to it. when you pay that much money you want to protect it the best you can, My daughter and I went to the bedroom to do my mattress and put it on the bed in had just started and all I could see was the foam coming out the mattress and the machine making a loud sound, I stop it and saw it had tore my mattress in two places, I was so upset that I called them on Monday to let thiem know what had happen and she said there was nothing they could do my mattress was old. I have pictures that I sent to them and they said they could not help me. If you need the pictures please let me know where to email them to.,

  Business Response

  Date: 09/29/2023

  We spoke with Mrs. Rebecca ***** 08/09/2023. She called and complained that the ******* Vacuum she purchased 06/16/2023 messed up her mattress that she bought in 2020. She wanted to Return the machine. I explained to her our Return Policy. She explained to me how her mattress got ripped that a family member came over the weekend to show her how to use her carpet attachment. She placed the vacuum head on the mattress and she said the ******* ripped up the mattress. I definitely understood her frustration. I explained to her that the ******* is not made to just rip up a mattress, because the ******* is used to vacuum your mattress and  pick up dirt, dust and skin cells. I explained to her the only way the ******* would have done that is if she had threads sticking out of the mattress because the vacuum will most definitely suck up those threads and pull on the mattress she said no there were no threads. I told her that i was so sorry that happened to her mattress but unfortunately ma'am that wasn't the *******s fault. She said you will hear from my lawyer and I'm not done with this. 

   

  ******* has been around since the 40's and some of our demonstrations happen in the customers bedroom to show them how you can use the ******* on your mattress.

  I'm not sure what else we should do at this point. 

  Thank you!

   

  Customer Answer

  Date: 10/03/2023

  
  Complaint: 20606413
  
  I am rejecting this response because:

   

  They are still not confirming that what I said was the truth and there were no threads at all. I want to go further with this complaint and if they can't come to an agreement I will have to get an attorney involved with this situation.. Tell them to take back the machine and I will be ok with it.

   

  
  
  Sincerely,
  
  Becky *****

  Business Response

  Date: 10/18/2023

  Mrs. Rebecca , we do have sympathy for your situation. The return policy is three business days after purchase (we follow Louisiana’s federal trade commission). This is stated in your paperwork. ACADIANA AIR CLEANING wants every customer to love their ******* home cleaning system as much as we do. We do not manufacture the *******. We are authorized distributors for our corporate company ******.  We can send an authorized ******* sales representative to show you how to use your ******* properly. We can understand if you need more information. However, the bed mattress was not vacuumed by anyone associated with ACADIANA AIR CLEANING. We can not be held reliable for how you use a machine that you chose to purchase in your home.  We also can not be reliable for how someone who is not an authorized ******* sales representative cleans your bed mattress. We are here to help. If you have any questions about how to use your *******, or just any general questions at all about your *******, please contact us at ************. If you feel that your product is not properly functioning, you do have a ten year limited warranty. We can assist you with that also. We appreciate your business.