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Complaint Details
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Initial Complaint
10/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my vacuum to this company to replace a belt. Prior to the repair my vacuum was running great, but when it was returned to me it was making a horrific noise and hear that parts were breaking. I returned the vacuum to this company and was told that it was making the same noise when they were trying to repair it. They explained that the vacuum was old and should be replaced. I feel that they broke my vacuum just to sell me a new one.
Business response
10/19/2022
When the customer brought the vacuum in for a belt change only, the front counter service person took it back to the service dept. for the belt change. A few minutes later, after he had started the procedure to replace the belt, the service tech came out and explained to the customer that the vacuum had other issues and really wasn't worth fixing or spending the money to replace the belt. The vacuum in question was an older inexpensive vacuum that had outlived its usefulness. She wanted it replaced anyway against his advice. While it's true that the service dept. advised her to replace her vacuum, at no point did anyone try to sell or pressure her in any way to purchase a new vacuum. We do belt changes almost every day and it is not our practice to try and sell everyone a new vacuum that just comes in for a belt replacement or an unclog. It is also not in our best interest or the customers best interest to intentional brake their vacuum in order to sell them a new one. It is in the customers best interest and a matter of good customer service, to advise them when their vacuum is not worth fixing or spending the money on a new belt if it has other issues. Just because the customer "feels" and make the accusation that we would do such a thing, does not make it true. Anyone can bring any product into any service center and make the claim that it was running great until the service company looked at it. We have plenty of new vacuum customers, we don't need to resort to such bad business practices. Therefore, based on the circumstances, we will not pay for her new vacuum.Customer response
10/26/2022
Text received from consumer on 10.26.22 @ 3:33 PM:
This is my receipt for my vacuum cleaner this is ****** ***** the phone number is ************ I live *** **** ****** ******** ***** I have thought of complaint my complaint number is ********* please let me know you got the receipt thank you and contact me let me know what they said about the the breaking of my vacuum thank you
Initial Complaint
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my sewing machine in to get it serviced. I wanted them to clean and service it. They told me I had to bring my own bob-in. They were to fix it. When I went to pick it up, they switched my foot.Business response
04/11/2022
Well, I checked on this repair. It was done in Sept. of 2021; it is now April 2022 It's been 7 months, and this is the first I have heard of it. The Machine, A Wheeler-Wilson is a very old machine that takes a very specific foot. We would have no reason to switch feet with her. She is very vague in her description so, I'm not sure what she means by switching her foot. The repair order does note that it came in with a presser foot. Our service dept could not have done the repair without the proper foot, so, I can only presume that she had the proper foot, or we would have asked her to bring in her foot. They needed the bobbin for the machine because it's also a very specific bobbin for her machine, hence why we asked her to bring in her bobbin. After 7 months no one can remember what foot she had on the machine, however there is only one foot for the machine. If customer wants to bring in the machine along with what she claims is the wrong foot, we will do whatever we can to help her. Things like this are not so uncommon. I have had people before claim that we have given them back the wrong sewing machine or vacuum cleaner but can't explain why the serial number on their claim check matches what is on the machine and in the computer. They will still swear that it's the wrong color.Customer response
04/18/2022
Complaint: ********
I am rejecting this response because: I clearly disputed this concern with the business when we picked up the machine. We had a death in the family that delayed our dispute with them, but bottom line is they were aware of my concerns and did nothing to address them.
Sincerely,
***** *******Business response
04/18/2022
After thinking about this, I think I remember this particular customer. They insisted that we put a different foot on their machine when I pointed out that the foot had something welded onto it that shouldn't have been there. It does not interfere with the machine's operation so; we didn't replace it. I can assure you, as I pointed out to them at the time, that we did not change her foot. We would have no reason to do so. My techs only have one machine at a time on their bench and all of the small parts go into a magnetic parts bowl so that we can keep up with them and don't lose them. those parts if good, are put right back on the machine they came off of and we always return any old part if we replace it unless it's a missing part. I believe she had mentioned that they had not used the machine in a long time. I'm pretty sure this machine came out of a factory setting many years ago and perhaps they modified the foot for some special purpose. As I pointed out before, people don't always remember details about their machine it's not like it's something that most of them use every day. However, as I stated before, if she wants to bring in the machine, I will try and see if we have a foot to fit it. I will be out of the store until 04/26 if she wants to bring it in after that. Not sure what else I can or be willing to do.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.