ComplaintsforCleva North America, Inc.
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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Am writing regarding the failure ofCleva to reimburse me for a warranty product that failed during warranty period. I purchase the **** *** *****, 2.5 Gallon 2 Peak HP Wet/Dry Utility Shop Vac from ****** August 21, 2023. Vacuum fail to operate 3/2024. It was still under 2 year warranty. I contacted ***** *** ***************** I was referred to Cleva. I followed their directions: cut the cord, submit pictures, label, & proof of purchase. I emailed the info. 3/20/24. I called back on 3/27/24, but Cleva Rep. couldn’t find emailed information. Emailed forms again 3/27/24. On 3/29/24 I received an email stating that the product was no longer available, they would issue a refund in 10-15 business days. I called Cleva back 5/02/24 talked to Mike about the delayed refund. He seemed very unsure about the status & unable to confirm anything. Said it was sent to corp. office, but he could not contact them. He said to wait a week & call back. I waited, called back. The hold time was so long that I hung up. I tried again, I never reached anyone. On 5/13/24 I used **** *** website to reach out to them. I added all the forms and pictures I sent to Cleva. Still on 5/21/2024 no response from **** **** I paid $56.51 for the Shop Vac. Cleva company & representative (Mike) was very laxed & put me on hold for a very long time only to provide no real information. They were unable to find my 1st email documents & were clueless as to what happened. **** *** Failed to respond to my customer concern submitted at their website. Re: vac wdvacuumreplacementBusiness response
05/21/2024
Hello,
I am sorry to hear about the delay in getting your refund. I did some research and was unable to find where a refund check had been issued for you. After reviewing your paperwork, I am unsure where the downfall was in the process, but I can assure that I am personally making sure a check is issued for you this week. If you have not received your check by next Wednesday (May 29th), please reach out to me so that I can check on the shipping for you.
Kind regards,
Cassandra B***
After-Sales and Service Manager
***************************
Customer response
05/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** ****Headquarters
**** ********* ******** *********** ****** ***** *** ** *** ***** **** ********
Oakland, California 94623-1305
United States
Cleva North America
*** ****** **** ***
Greenville, SC 29607
************ *** ************ *** *****************Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had purchased a lawn mower in June 2023. In September 2023, the battery and charger would no longer work. I had called and since the lawnmower was under warranty, I was told a new one would be sent. It is now May 2024 and I still have not received the battery and charger from under the warranty. I have called over 6 times over the months. Each time I am told it will be shipped within the week and it never has. At this point, my warranty will soon expire and I have only been able to use the product for a few months.Business response
05/17/2024
Hello,
I apologize for the delay in a resolution to your issue. I have checked with our warehouse and we unfortunately do not have any of this model in stock. We will process a refund for the amount of your purchase. Please expect to receive a refund check within 14 business days.
Customer response
05/20/2024
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.
Regards,
********* ******Customer response
05/20/2024
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.
Regards,
********* ******Customer response
05/20/2024
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.
Regards,
********* ******Customer response
05/20/2024
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.
Regards,
********* ******Customer response
05/20/2024
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.
Regards,
********* ******Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
dear sirs; the vacum stopped working. it seems the on/off swith has failed. i called and there is no service for this device, and no part number for the defective switch. I was referred by the call center to an *** ******** for repair. the *** ******** doesnt provide repairs. the company is weak on post sales support and sells low quality products, that cannot be repaired by the buyer. the manual states to only have an company authorized repair tech perform repair, but they do not provide a service outlet for repair service. ergo, i either eant the unit repaired or replaced. thank you **** ****** ************Business response
05/06/2024
We have contacted *** ****** and will be supplying a replacement unit.Customer response
05/09/2024
Hello **********
Thank you for replacing the shop vac. Your attention to this matter is greatly appreciated.
Please urge your management to upgrade the quality standards which should include, both design for manufacturability, and design for repair, functions into the engineering criteria, which should be included as metrics by the management when measuring the performance of the design/engineering departments.
The company will benefit both short and long term by producing better products that customers will want to buy. A low price is no substitute for quality.
I have confirmed the mailing address below.
Thank you again for the prompt response.
Best Regards,
**** ****** *** ******** *** ********* ** ***** **************Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought the Lawnmaster Air Blower from ****** on November 20, 2022 and the said item failed to work during the second week of March 2024. Contacted Lawnmaster during the third week of March and as per the request from Lawnmaster handed over the item for repair to All Mover Inc, located at 4153 SW, 47th Ave, Suite 148, Davie, FL 33314 on or around March 19th 2024. Provided a copy of the Invoice and other papers as requested by Lawnmaster to the shop. Contacted the repair shop on April 10 and on April 17, 2024 without any proper answer and lame excuses. Ultimately contacted Lawnmaster on April 17, 2024 and spoke to one **** ***** and explained the situation. As per the advise from the company representative I waited for more than 14 days without any response from the Repair Shop and the Vendor. Tried to reach out to Lawnmaster for the last 2 days and nobody is answering the call, only to hear the music for a long period to time. As of today it is more than 40 days and no response from the Repair Shop and the Vendor. In view of the above, I am requesting a replacement for the above Air Blower. A copy of the Invoice and the Warranty info is attached for immediate reference.Business response
04/30/2024
*** *******
I am sorry to hear that you are having such a challenge in getting a response to your need for repair/replacement of your Lawnmaster blower. We are in the process of getting a replacement blower sent to you. The replacement blower should be shipped to you by Friday, May 10. I will follow up with the tracking information once the blower ships.
Best Regards,
Cassandra B***
After-Sales and Service Manager
***************************
Customer response
05/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** ******Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Kenmore vacuum off of ****** on 1/5/2024 and received it on 1/10/2024. In early April i noticed that it had lost some suction power and noticed a crack in the bottom hose, i taped it to get it to work temporarily. About 2 weeks later i called their warranty * *************** the cust service person Jacob said that it wasn't covered and wanted $69.99 for the part. He was extremely rude, wasted 30 minutes of my time and wouldn't get me a supervisor. I sent an email to ******* last friday and they have not gotten back to me. They don't give a **** about honoring their warranty, which by the way on ****** says it's 5 years and the book that came with the vacuum says 1 year (fraud?). I'm enclosing a photo of the warranty page. I want my money back since they have no ihtention of honoring the contract (warranty) that was made when i purchased the vacuum. This is a copy of the email i sent them off of their website: "I just got off the phone with a very rude customer service rep named Jacob who wasted 30 minutes of my life and was very rude. I called because the hose on the bottom of the vacuum has a crack in it and he blamed me for it and said that its not covered under warranty and expected me to pay for it, he refused to pass me on to a supervisor. He aggravated the **** out of unneccessarily. I want my money back, i paid $159.99 plus tax = $174.19. I only bought the vacuum in January. Please only contact me by email ASAP to let me know what info you need to refund my money or i will be complaining to ****** corporate directly to let them know what a horrible company you are and i will be leaving a 1 star review for this vacuum and 0 star for *******. What an incredibly unpleasant experience i just had dealing with your company, and i will never buy another ******* product again. Thank you for raising my blood pressure i really appreciate it. **** ********** *********** *********************** Please see if you can help me. Thank you.Business response
04/29/2024
I have reached out to **** ********* using the email provided to request documents we need to process a refund. Once this is received, we will send out a refund for the purchase price of the vacuum.Customer response
05/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** *********Initial Complaint
11/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a vacuum not sure if it has a short or whatever it maybe. They are telling me to cut the cord pull stickers off send photos. Sorry I'm not damage the unit before you process a replacement. Your 1 star reviews prove you are a shady business.Business response
11/08/2023
Hello,
We have reached out to the customer. Once the replacement form is completed and submitted, a new unit will be sent. We will make an exception to the request for a cut cord.
Initial Complaint
07/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchase a ********** Backpack blower on May 17, 2022 that came with a 3 year warranty. The blower I has electrical problems within its battery compartment and will not start. The nearest authorized dealer from me is 90 miles away, thus it’s not feasible for me to take it in. I contacted ********** * and asked for either (1) permission to take it to a local dealer for warranty repartee work or, (2) send me a replacement blower. I have not received a response to my request, and I am stuck with a defective blower that’s under warranty. Attached is my purchase receipt. I desire to exchange my defective blower for a new blower that works properly.Business response
08/10/2023
Hello,
After researching, I found that a replacement battery was sent on 8/7/2023.
Customer response
08/10/2023
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.
Regards,
**** *******Initial Complaint
03/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a ************ CODE ****** about six months ago, I called the corporate office and they told me they would not honor due to not being used properly. They said I suffocated the vacume by using both filters on it. I told them that I follow pictures and page 6 shows both filters, They told me I had to go by what is in writing, and he stated that it says remove one filter and install the other. I told him my vacume did not have any filter on it, when I got it, and since I did not have my receipt that is all they could do. I contacted ******* and they did not care. So I guess I will have to write the corporate office and see if they will stop carrying this product. Will wait and see.Business response
03/27/2023
Hello. After researching, I have found that the manual does clearly state that the cartridge filter should be removed when the foam filter is in use. Using both filters does void the warranty. Without a receipt, unfortunately, no further action can be taken to assist the customer.
Regards,
Cassandra B***
After-Sales Manager
Customer response
03/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
I don't understand what having a copy of the proof of purchase is going to resolve this issue. I don't know how to upload stuff from my pictures, If they are claiming I did not purchase one. I have pictures on my phone of the product. but unless I get a telephone number I can send a text. that is the only way I know of how to send things. I guess the computer age has left me behind, therefore allowing big business todo what they want.
Regards,
********* **********Business response
03/28/2023
After speaking with Mr. **********, I was able to get information regarding the manufacture date and purchase timeline. We will send a replacement unit when available.Customer response
03/29/2023
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.
Regards,
********* **********Initial Complaint
01/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Good day, I placed an order for parts, accessories for two vacuums. A couple of days after placing the order I received an email stating the items were not being shipped, order was not being filled etc. I called as soon as possible and spoke to a man who stated I called the wrong number, the phone number on the website is wrong. I was then going to do a chargeback on the credit card as I felt the company was running a scam, a fake ad on the internet. Before doing so I called again. A woman explained they may not have the parts and can not ship. I explained then the order is supposed to not be taken, just to hold my money until when? I stated they are required by law to offer ability to cancel the order if not shipping in reasonable time frame 7-10 days. They stated they can not cancel the order. I then was resolved to do a chargeback on my credit card. I have not done so as yet and have received no correspondence from them since ordering on Jan 23th 2023. This is unacceptable professional conduct. I actually called a third times about the bizarre representations and was laughed at by another employee. Something very wrong to behave in such a passive aggressive abusive manner for a simple order of vacuum parts/accessories. I deserve some consideration for their violation of mail order rights and the abuse I received. Please advise. Thank you for you attention to this matter. Respectfully submitted, ****** ****** *** ***** Drive ********, N.Y. 11971 Order #*****, 1/13/2023 Order total $59.97 Status changed to 'awaiting fulfillment' on 1/17/2023, no tracking #, no further information provided or ability to aquire it with *********.com link. I sent email stating the fact that the admitted to charging credit cards for products not in stock, a violation of law and do not provide option of cancelation on 1/17/2023. They then sent a return email stating they have the order in stock but did not state more.Business response
01/25/2023
Hello,
We are sorry to hear that you had a negative experience in follow up regarding your order. Our system does automatically send an email updating order status to awaiting fulfillment once it is received. Because our offices and warehouse were closed on January 16th in observance of MLK day, the email would not have been sent until Tuesday, January 17th. We apologize for the unprofessional response you received during your last call. Can you please share the phone number you called and the name of the person you spoke with that laughed?
I do show that your order shipped on yesterday via FedEx (tracking number ************). The package should arrive to you on Thursday. If you do not receive the product and are unable to get an update through Fedex, please feel free to contact me directly:
Cassandra B***
After Sales Manager
***********************.com
864-********
Initial Complaint
01/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased my vacuum a(******* Intuition and it was Green bought it that Color because it was my deceased grandsons favourite Color)from ****’s March 2022 the the Brush stopped rolling on it end of September 2022 I reached out to ****’s long story short ****’s said the vacuum was still under a manufacturing warranty they gave me the number to CLEVA North America , Cleva reached out to me in the beginning of October 2022 telling what steps I had to take in order to get me another vacuum I did that I asked if I could get the same color I purchased they claimed it was on back order but sent out another vacuum which was blue and it came the middle of December and the brush roll was not working not to mention that they made me cut the cord to my green vacuum that originally purchased, ok then I took a picture emailed it for proof they inturn sent out another part not vacuum when they made me destroy my original vacuum and they sent me a part that is dark grey not even the same color of the replacement vacuum I was livid I asked to speak to a supervisor Kyla the customer service rep unsympathetic to my situation said the supervisor wasn’t available and at this point I’m going to seek legal advice because this is a nightmare, they offered to send another part but wasn’t unsure what the color would be unbelievable!Business response
02/01/2023
Greetings Ms. ***,
I am sorry to hear that you had such a negative experience in trying to get a replacement for your vacuum. It is our policy to resolve any issues customers have as quickly as possible. I can understand your frustration with the amount of time the replacement took to get to you.
The good news is that we recently had a shipment of the teal vacuums become available. We will get one shipped out to you right away. I will follow up with tracking information when it is available as well. Please do not hesitate to reach out directly to me if you have any other concerns or questions.
Best regards,
Cassandra B***
After-Sales & Service Manager
**************@cleva-na.com
864*********
Customer response
02/02/2023
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.
Regards,
****** *** I also stated that with this Huge inconvenience that I wanted to be refunded my money plus the teal vacuum
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Customer Complaints Summary
23 total complaints in the last 3 years.
7 complaints closed in the last 12 months.