Complaint Category: Advertisement misrepresented a product
Complaint: Told when in home demo was done bags are reusable and it's hippoallergenic. ***** says no on bags and it's making my kids sick.
I purchased the vacuum on ********** but it wasn't until about 2-3 weeks later. That I realized there was an issue my kids were having more breathing problems then normal. And I was having to empty the bag 2-3 times a week.
I called and made several complains and calls since ***** and it wasn't until today **** when I threatened to contact an attorney and stop payment. That they actually did anything, but the person that I spoke with called my sales guy and lied to him as well. Instead of telling him that I wanted to return it . He told him that I needed new bags. They came out to my house today and were here for almost ******* hours. And in the process they tried to remove a stain that I had gotten from our pet on ******* that I had already pretreated, vacuumed, and carpet cleaned using their shampoo 3 times. And it did nothing to the stain they were here for a well over an hour scrubbing my carpet and spraying ****** on it to get the stain out.
But when I purchased it they informed me that it would take out pets stains within 1-2 shampoos of onset. And it took almost 5 to get it out. They then tired to argue with me that the reason why out was so hard to get out was because I have berber carpet.
Then I made the comment about how it was making my kids breathing problems worse. And it's the only common denominator since we purchased the vacuum. That nothing else major has changed since then. And how I was having to empty my bags 2-3 times a week because of all the dust. Well then they said that even though it was advertised that the bags are reusable it's not always recommended. And continued to argue about that point.
It wasn't until I called ******* actual customer line that I found out that their advertisement of the bags being reusable was a lie. That ***** actually does NOT recommend reusing bags. Because they're built for a one use purpose because the filter starts to break down after the first use.
When I told them that I wanted to cancel the contract and return the item. They told me "sorry it's past the 3 day cancelation window your stuck with it." When I told them that I would be willing to contact an attorney because of false advertisement they told me go ahead it won't stick. And if I put a stop payment on my bank account. The finance company would put a hold on my credit report, and repo the vacuum. And I said fine they can have it back, and it response was they won't take it back until they've resorted all options to get money out of you.
The harassment, rude comments, and disrespect was unbelieveable and I am prepared for a fight now. If I need to contact my local news station then I will.
Case is being handled by another organization: *****
Initial Business Response
IN REGARDS TO THE ABOVE COMPLAINT, CUSTOMER HAD CONTACTED OFFICE AND REACHED THE OWNER, ***** ********* SHE STATED THAT SHE WAS HAVING ISSUES WITH HER SHAMPOOER. AT THAT TIME THE ONLY PROBLEM WAS WITH THE SHAMPOOER. SHE DID STATE THAT HER BAGS WERE FILLING UP QUICK. AT THAT TIME HE OFFERED TO SEND THE DEALER BACK OUT TO SHOW HER HOW TO OPERATE HER SHAMPOOER, SHE STATED THAT SHE WOULD LIKE TO CANCEL. HE ADVISED HER THAT SHE WAS PAST HER CANCELLATION DATE BUT WE WOULD PROVIDE CUSTOMER SERVICE ASSISTANCE AS WE DO EVERY CUSTOMER. WE DID SEND THE DEALER, *****, TO THE RESIDENCE THE SAME DAY OF HER CALL. ***** WAS INFORMED OF THE SHAMPOOER PROBLEMS AND THAT THE BAGS WERE FILLING UP QUICK AND THAT SHE WANTED TO CANCEL HER CONTRACT AND WAS TOLD THAT SHE COULDN'T AND WAS ASKED TO GO ASSIST HER IN ANYWAY THAT WE COULD. THE DEALER THEN STATED TO US HE HAD SPOKE TO ***** AND HELPED HER WITH THE SHAMPOOER. THERE WAS A STAIN THAT WAS MADE AFTER THE SALE THAT ***** WENT THE EXTRA MILE TO REMOVE FOR HER. AT THE TIME SHE STATED THAT THE BAGS WERE FILLING UP QUICKLY AND SHE THOUGHT THAT SHE COULD REUSE THEM. ***** STATED TO GREAT 8 THAT HE HAD INFORMED THE CUSTOMER THE BAGS WERE NOT REUSABLE AND NEVER STATED THAT THE WERE BUT HAD MADE A STATEMENT THAT HIS MOM WAS CHEAP AND SHE REUSED HER BAGS BUT THAT IT WAS NOT RECOMMENDED BY *****. HE THEN GAVE HER 4 EXTRA BAGS SHE THEN AGAIN EXPRESSED TO ***** THAT SHE WOULD LIKE TO CANCEL. ***** INFORMED HER THAT HE COULD NOT CANCEL THE CONTRACT. WHEN THE CONTRACT WAS SIGNED THERE IS A 3 DAY CANCELLATION POLICY WHICH WAS RECOGNIZED AND SIGNED BY HER SPOUSE, *****. IT CAN BE MAILED, CALLED OR PERSONALLY BROUGHT IN TO THE OFFICE. THEN ON **** ***** CALLED THE OFFICE AND SPOKE TO THE OFFICE MANAGER, *******. SHE EXPRESSED ALL THE SAME DESCRIBED ABOVE TO HIM. ******* EXPLAINED THE BAGS AND THE PROPER USE AND THAT THE SALES REPS ARE NOT TRAINED OR CONDONED TO STATE THE BAGS ARE REUSABLE. AT THIS TIME IT WAS NO LONGER THE SHAMPOOER THAT WAS THE PROBLEM BUT THE BAGS. ******* FELT THAT SHE HAD GOT FRUSTRATED WITH THE SHAMPOOER AND INSTEAD OF ALLOWING US TO HELP HER, SHE WANTED TO CANCEL. BUT, AGAIN IT WAS PAST THE CANCELLATION DATE AND THERE WAS A MISUNDERSTANDING WITH HOW THE BAGS WERE USED. HE THEN ASKED HER IF HE COULD GIVE HER A CALL BACK SO THAT HE COULD SPEAK TO THE DEALER AND OWNER. AFTER SPEAKING WITH BOTH IT WAS DETERMINED THAT WE WERE NOT UNDER THE IMPRESSION THAT ***** STATED THAT THE BAGS WERE REUSABLE AND NO FALSE ADVERTISEMENT WERE MADE AND ******* POLICY'S WERE FOLLOWED. ******* THEN CALLED ***** BACK AND EXPLAINED THAT HE HAD SPOKE TO BOTH THE DEALER AND OWNER IN REGARDS TO COMPLAINTS. THE ***** BAGS ARE *********** HEPA FILTRATION WITH 99.97% FILTRATION WHEN USED PROPERLY. ******* DID OFFER HER AN ADDITIONAL 12 BAGS AND WOULD ASSIST HER WITH ANY COMPLICATIONS WITH THE ***** **********. HE THEN STATED TO ***** THAT AFTER SPEAKING WITH DEALER, OWNER, AND CUSTOMER IT WAS DECIDED WE WOULD NOT CANCEL THE CONTRACT. ***** THEN STATED THAT SHE DID NOT CARE AND DID NOT WANT IT. ******* ADVISED HER THAT SHE COULD RETURN IT BUT IT WOULD BE A VOLUNTARY REPOSSESSION. ***** THEN GOT VERY ANRGY AND RAISED HER VOICE TO SCREAMING STATING THAT WE ARE SCAM ARTIST, WE RIP OFF VETERANS AND THAT SHE WOULD GO TO THE NEWS, RADIO AND FILE LAW SUITS IF WE DID NOT GRANT HER THE CANCELLATION. ******* STATES THAT HE WAS NEVER RUDE, DID NOT MAKE RUDE COMMENTS, DID NOT HARASS OR DISRESPECT ***** IN ANYWAY AND IN NO WAY DID HE KNOW THAT ANYONE IN THE HOUSEHOLD WAS A VETERAN. ***** WAS VERY AGGRESSIVE AND STATED FALSE CLAIMS ABOUT GREAT 8 ENTERPRISES. OUR COMPANY FEELS THAT WE HAVE DONE EVERYTHING TO ASSIST ***** WITH ANY COMPLAINTS AND UNDERSTANDING OF HOW THE ***** ********** OPERATES AND WILL CONTINUE TO DO SO. ***** IS STILL A VALUED CUSTOMER AND CAN CALL UPON US FOR ANY NEEDS.
***** STATED THAT HER DOCTOR SAID THAT HER CHILDRENS BREATHING PROBLEMS COULD BE RELATED TO THE CHANGE OF THE VACUUM. IF THE DOCTOR STATES THAT THE ***** BAGS WITH PROPER USE ARE THE MAIN CAUSE OF ANY BREATHING OR HEALTH ISSUES WE WOULD CANCEL THE CONTRACT.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First when I called I stated to the ***** that I wanted to cancel the contract because of the bags and the fact that they were sold to us on the impression that they were reusable. I also stated that the shampooer does not clean the way they say it does. ***** responded with ok and hung up on me. When ***** and the other man that was with him who never gave us his name. Came to our house they gave us 1 bag NOT 4. They were only told we needed bags. Nothing else we had to tell them we were having a problem with our shampooer they had no idea. They said they got the stain out of our carpet and I replyed with "whatever, I still don't want this thing". That's when the other man said we'll there's nothing we can do for you, you already bought it. The only thing you can do is drop it off at our office and take the hit to your credit as it was repo'd. ***** did not say anything the whole time they were in our home. The other man that was with him did all the speaking. Which at that point my I had to hold the door open and pretty much kick them out of my house. Because all this other guy wanted to do was argue with me. It wasn't until the spot dried the next morning and I looked at it throughly that I saw that they didn't get the stain out at all they just lightened it that was it.
When the item was sold to us by ***** we were told by him that the bags were reusable. He never said anything about his mother or anyone else reusing them. He told us that they were reusable period. I bought it while the government shutdown was going on and initially told him we wouldn't be about to afford it right now because we are veterans. And half of our income comes from the VA and that we may not be getting it because the government was shut down. ***** told us that because of the shutdown they were doing a special deal for veterans where our first payment wasn't due until ********. He also called and spoke with the man that dropped him off about giving us a discount because we were veterans. And he said he would wrap it in with our trade-ins as long as we agree'd to purchase the spin brush for $*** for which I wrote a check for. When the man that dropped ***** off came back to do the financing part I asked him as well if the bags were reusable. And he looked at ***** and then said yes. It wasn't until I called the ***** hotline and complained and then called and spoke to ******* that I was told that they're not reusable.
When I spoke to ******* he was beyond rude. When I told him that we were veterans and that what took place. He responded with well ***** is one of our best sellers and I don't believe that he would say something like that. I responded with that's what we were told and how it was sold to us. And he informed me that there's nothing he can do and does not care if were are veterans or not ***** wouldn't do things like that. And that I was making everything up because I wanted to cancel the contract. At that point I asked to speak to his supervisor and he told me he doesn't have one. I then asked well are you the owner then. He replied with "No, my aunt and uncle are". I asked to speak with them and he replied with " your not aloud to I am handling with they don't deal with customers or their issues." All of which he left out I had asked to speak to his supervisor 3 times before he said he didn't have one.
I then responded with fine I will be calling ****, ********* and any other news station, radio station, or newspaper. That would listen to me and run the story. I also said that if any of those avenues did not work as a last resort I will then contact an attorney. I have contacted **** and spoke with **** and was told to give ***** HQ and BBB till ******* to try to resolve the issue. If they could not get is resolved then at that point we would pick it up and investigate.
I have been lead in circles and have been lied to by several people in this company. ***** on how the bags are used, ***** on that he would inform ***** of the issue and have him come out to handle/ or retrieve the item. And ******* on their treatment of customers, veterans, and what his sales man said (even though he was not there for the point of sale). And then on his position in the company. Each one of their employees have lied about something but no one wants to take ownership of this.
They want me to deal with it and pay for something they falsely advertised and sold and let it be. And I'm not willing to do that until I try all my options first and for most.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.