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:03/01/2023

  Type:Order 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.

  Company disassembled 2 pieces of equipment I brought to them for repair. After a disagreement company returned equiptmnent without resembling

  Business Response

  Date: 03/01/2023

  This man brought in two pieces of cleaning equipment for us to repair. One was a purchase from ** in Dec, 2021, which was a NEW upright Sanitaire vacuum cleaner. He never came into our store or called us telling us he had a problem with the vacuum at any time during the 1 year and 3 months after purchase date from us. The other was a floor cleaning machine that was NOT purchased from us. Neither were under warranty from us. We disassembled both machines for inspection. We told him the disassemble/inspection fee was $25 for the floor cleaning machine. After inspection, it was determined neither would be honored under the manufacturer warranty due to owner negligence, and the specific parts that were damaged were not covered. We called him and gave him the information. He asked *************************** to lie to the manufacturer about the fan blade damage on the upright Sanitaire vacuum, so he could get a replacement, but ******* refused and told him he would not do that. He came to pick up both machines without giving us time to re-assemble them. He took both machines and left and DID NOT pay us the $25 disassemble fee. Additionally, he became confrontational and yelled profanity ("Go **** Yourself!") at ***************************, with a witness to that effect. 

  I have sent photos of both cleaning machines that clearly show the damage from owner negligence, and a copy of the invoice of the vacuum purchase the customer made from us.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19495309
  
  I am rejecting this response because:
  
  This company continues to lie . I'm not surprised though based on their conduct.
  
  Their statements and my responses 
  
  Lie 1
  He never came into our store or called us telling us he had a problem with the vacuum at any time during the 1 year and 3 months"
  
  I brought the vacuum in multiple times because every job i used the vacuum at the belt would break. One of the owners gave me belts and stated that they had other customers having problems with this vacuum model. They never offer to look at the vacuum
  
  Lie 2
  " We told him the disassemble/inspection fee was $25 for the floor cleaning machine" 
  
  I was never presented with an invoice, but did offer to pay any fees associated with service related to diagnosing the problems with my equipment.  I called the office early morning and advised that i would be coming to pick up both pieces of equipment and was told that the owner would be back in the office around 12pm  and that I should wait before coming in.They advised me that they would call me so I could come in to speak with him.
  
  They call and When I arrived I asked if they would be reassembling either machine. The owner *************************** said that they would not and rolled my extractor to my truck and helped me load the machine on my vehicle.
  

  I was never advised that any payment was owed by any of the staff including the owner ***************************. This should seem to be a very curious explanation to anyone with any sense, as what company releases equipment ( beside carry said equipment to the customers vehicle ) if payment is owed for services rendered.
  
  It should be obvious this company had some idea that what they had done was wrong and decided to not present me with a bill for job they never completed.
  
  The only problem with this is that by leaving my extractor disassembled I am now not able to discern how all the wiring and plumbing was originally connected and am now not able to repair it myself without taking the machine to another technician who is familiar with the wiring and plumbing of this machine
  
  Lie 3
  " Neither were under warranty from us"
  
  I advised this business on multiple occasions that Sanitaire had communicated to me multiple times that the vacuum was under warranty by them and that they would replace it or provide parts to this company to repair said vacuum. I was told by office staff that they would try to get this vacuum cleaner repaired under warranty for me.
  
  The Owner repeatedly told me that sanitaire would not warranty even after I offered to confirm that they would via telephone if he would like to hear them say it would be warrantied  himself.
  
  Instead the owner *************************** continued to try to sell me replacement parts and tell me that sanitaire would not warranty.See attached  email from my communication with Sanitaire with them agreeing to replace the vacuum as proof.
  
  Lie 3
   "He asked *************************** to lie to the manufacturer about the fan blade damage "
  
  Why would I have need to have anybody lie about anything to do with the damage to the sanitaire vacuum when obviously I had already received prior approval of honor of warranty of the vacuum (BEFORE I ever brought the machine to Precise for repair. 
  
  Actually I asked *************************** not to blame me for the extractor being damaged which he said he would not, but then did anyway. ******************************* statements caused that manufacture to not warranty that machine. 
  
  However I would have overlooked those thing (Although probably not done anymore business with this company) and either sourced parts repaired the machine myself or took itr elsewhere ( if *************************** had not then refused to reassemble the extractor out of obvius spite and in order to cause me harm.
  
  Re: I have sent photos of both cleaning machines that clearly show the damage from owner negligence
  
  The photos show machine disassembled and not resemble by the company.
  
  Both pieces of equipment were obviously damaged and not functional which is the reason I brought them to this company for inspection and possible repair. The Sanitaire Vacuum however IS under warranty by Sanitaire even through Precise refuses to acknowledge that fact. 
  
  As far as the extractor is concerned I saw no reason to do business with a company who it seemed obvious to me were being dishonest.
  
  However, I would have gladly paid this company whatever fee was presented to me for diagnoses and disassembly (IF) they had reassembled my extractor to its condition that I delivered it to them in, and then presented me with and invoice for payment. Neither of those things ever happened.
  
  The owner actually refused to reassemble my extractor. It would seem this was purposely done to cause me harm and further inconvenience me in repairing the equipment. 
  
  I refuse this company's explanation (Lies) and demand compensation for the damages and inconvenience they have caused me. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/09/2023

  Responses to ****************** reply ***** further accusations:

  There is nothing further we can do at this point to compensate *********************** as he requested. That is to be followed up with the manufacturers of both machines, as it is not our responsibility. We provided a customer service to the best of our ability. Our policy has been, and always will be, to provide high quality service to ALL our customers. This is exactly what we did for ***********************. We were not paid for disassembling and examining his floor machine. For the reasons explained in this reply, we did not have the opportunity to invoice for that charge.

  **************** claims we refused to re-assemble his vacuum and floor machine. This is FALSE. 
  After he came back to our store for us to explain the issues with the machines and we told him the manufacturer would not cover it under warranty (based on our knowledge due to the manufacturers warranty policy on the specific damages to both machines which is written on their website- *SEE PHOTO OF WARRANTY TERMS),he said he just wanted to take his machines and leave. He was irate and confrontational. We did not return any profanity or retaliation against ***************. We simply asked him to leave our store due to his behavior. Our co-owner and three other employees were present and witness to this. ******* ***** ***** (our co-owner) assisted **************** by helping him load the two machines into his vehicle.     

  *INVOICE for disassemble fee: It is our standard practice to provide an invoice AFTER we disassemble a machine or piece of equipment, etc... in order to first determine the problem. IF the machine is NOT in need of repair or service, then we provide the invoice to the customer for that fee to be paid. The reason is because there may be a need to add additional service charges to the invoice IF a repair or service is required. Thus, the reason **************** had not yet received the invoice for the disassemble charge at the time he dropped off both machines at our store. 

  Why would **************** state that he asked *************************** not to blame him for his floor extractor being damaged, and then say ******* did anyway to cause the manufacturer not to honor the warranty? What would we have to gain by doing that? ******* simply explained to the manufacturer his honest evaluation of the damage to the machine, as follows: Water was left in the machine and was exposed to freezing temperatures which froze it, and as a result, it broke the heat exchange. This was evidence of Owner Negligence.*See photo of damage.

  Other FALSE statement from ****************. If we had already received prior approval of honoring the warranty from Sanitaire, then why would **************** become irate, using profanity towards ***************************, and have a reason to give us this bad review? If the warranty was valid, then he would not have had a problem with us or the manufacturer. Additionally, IF he had said approval of the warranty validitythen why didnt he go to a Certified Sanitaire Dealer to have it inspected and serviced? OR simply contact Sanitaire for the warranty claim? He did neither. He wanted us to either replace it with a new one or LIE about the cause of the damage for him to get a replacement from Sanitaire. Also, our co-owner offered to repair Mr. ******* vacuum by repairing or replacing the motor. This is a service we provide to all our customers. **************** refused to receive the service due to having to pay for it out of pocket. Mr. ******* accusations of us having intent to purposely cause him harm are FALSE and unwarranted. Again, we have nothing to gain by this and we have no reason nor history of this business practice against any of our customers.
  Sanitaire DOES NOT provide parts to a company unless they are a certified dealer, which we are not, who services repairs under warranty. Mr. ******* claim to that effect is FALSE and unwarranted.

  *IMPORTANT UPDATE from SANITAIRE: March 8, 2023, I spoke to a customer service rep. ***** also the supervisor with Sanitaire, explaining the facts and providing information at their request with photos, etc I was told they issued a courtesy replacement to **************** before they received the actual damaged vacuum cleaner from him. They received only one photo (*SEE PHOTO INCLUDED HERE) from **************** that did NOT show the damaged fan blade and motor. As of March 8, 2023, the supervisor did not yet have record of receiving the damaged vacuum for inspection from ****************. He escalated the case for further investigation. All communications with Sanitaire from us and **************** have been recorded proving all correspondence. 

  *IMPORTANT UPDATE from SANDIA PRODUCTS: We spoke with Sandia Products over the phone and were told today (March 9, 2023) that *********************** had also left a negative review for their company on ****** (*SEE PHOTO INCLUDED). We were also told the warranty on the floor machine WAS NOT valid due to 'owner negligence' from owner *********************** not winterizing it, causing the machine to freeze which broke the heat exchange (*SEE PHOTO INCLUDED). We were also told that **************** has been irate with numerous employees at Sandia Products. Additionally, he was 'flagged' on ****** for leaving an abundance of negative reviews for many businesses. 
  Sandia Website: ***************************

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19495309
  
  I am rejecting this response because:
  
  Everything the company is saying is false. Owner refused to to reassemble Carpet Extractor machine to original condition. When Asked if he would reassemble before they released and I took possession the equipment,  the answer was a direct "NO we will not" 
  
  An appointment was made well in advance for me to pick up equipment and meet with the owners to hear their explanation of what was wrong with the equipment. No one ever even tried to offer any explanations. They just started helping me return the equipment to my vehicle outside
  
  Nothing was ever mentioned about and an invoice I was never presented with an invoice for the disassembled equipment.
  
  There was plenty of time to present me with an invoice for services rendered, as AN APPOINTMENT WAS MADE VIA PHONE SEVERAL HOURS PRIOR TO MY ARRIVAL TO MEET WITH THE OWNERS.
  
  No communication was offered outside of the owner answering me with a negative response as to whether they would be reassembling my machine.
  
  I even expected and offered to pay this company for their services when I spoke with their representative that day on the phone. However I also expected them to reassemble my machine to the condition they received it in
  
  Although I would have paid an invoice if I was ever presented with one  I'm not sure who in their right mind would be happy about being billed for destruction of their equipment by disassembly of said equipment and then this company's refusal to resemble that equipment back to its original state that is was received in.  Its just very odd that they think this is good business practice and a good way to treat customers.
  
  
  Once again the vacuum cleaner was warranted by the manufacturer. Its amazing to me that this company is still in denial that the vacuum cleaner was not warrantable when I told them on several occasions that I had spoken to the manufacture who said that it was and that they would warranty that equipment and did in fact warranty it. 
  
  I have already included my communication with that manufacturer in prior responses here. I also have a new vacuum that was received as a warranty for the broken machine that was purchased from this company (That was in fact still under warranty) 
  
  The carpet extractor is being repaired by a reputable company. 
  
  My advice to Precise Janitorial and the owner is to  Admit your mistakes, Offer a sincere apology for treating you customer badly. Then move on and try to learn said mistakes and bad customer service
  
  Alternatively, you can continue to lie, be in denial and continue to make yourself look worse than you already have. 
  
  It's your choice, but I would really think deeply about your decisions before you do more harm to your reputation.
  
  Maybe you just don't care how bad you look though.
  
  Sincerely,
  
  ***********************