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:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Maria ******

  Business Response

  Date: 11/22/2024

  We handled this return as we would for all of our customers, initially.  This is a business practice of no refund on shipping and applicable restocking fee applied.  With that being said, though, we waived all of these practices for this customer as she was extremely unhappy.  I messaged her and told her to give us a short time to take care of, as this is a process and not instantaneous.  This complaint was filed simultaneously unfortunately.  She has been notified of her full refund, so I have no more additional comments.

  Thank you

  CleanFreak CS

  ********

• Initial Complaint

  Date:09/19/2024

  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.

  
  
  Complaint: 22309065
  
  
  
  I am rejecting this response because:

  I want to make sure it is worth it to return it and pay for repairs rather than purchasing a new machine from a different manufacturer. Could the cost for repairs or replacement be above $1,000?

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/30/2024

  We are in contact with the customer and resolving her issue.  These are the options that we provided below and she has chosen the second option.  We are working through the details now, with the customer.

  We have heard back from the Vendor and Equip Services,
  regarding your machine.  There are 3 options for troubleshooting and
  getting the machine back up and running.
  
  -There is a Service Center in Eugene, OR that looks to
  be about 2 hours away from you.
  -We can send a thermostat along with a diagram of
  install, to allow you to see if that takes care of the issue.
  -Or, the machine could be sent back to us for review
  in house but it would have to be boxed, shrink wrapped and secured on a pallet.
  
  Just let me know which option is best for you and I
  can provide details according to the selected option.
  Thank you
  CleanFreak CS

   

  Ticket KS350600

  Business Response

  Date: 11/01/2024

  There is not a max or min cost.  Until we assess the machine, we are not able to speak to this.  The machine would have to be reviewed.  Sometimes the customer incurs a cost and sometimes they don't.  We do not know what is going on with the machine until the tech reviews it.

• Initial Complaint

  Date:03/13/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I ordered and “paid” for a new machine. I received a used and broken machine. I cannot get this 400-500 lb. Machine on top of a pallet and package it for cleanfreak without having to pay someone to help me. I didn’t request them to send me a used machine while paying for a new one so it is very unreasonable for them to ask me to pay someone to package this broken one for them.
  
  Sincerely,
  
  
  
  ******** *****m paying $400 per month for a used, broken machine.

  Business Response

  Date: 03/21/2024

  KS320033 Ticket/Order CF510109285/SX 3720474  Amount 1614.99 per machine

  Customer's original order arrived damaged by the carrier.  We picked up those damaged goods and issued replacement SX 3722679.  The customer stated that upon arrival of the replacement, that 1 of the 2 machines was a used machine. I called the customer and explained that we do sell demo equipment, but we don't advertise new and ship the customer demo knowingly.  I apologized if that had indeed happened in error.  I told her that I would arrange for a pick up for this Dura 17, so that we could get a new Dura 17 replacement shipped to her.  When I told her that the machine would need to be strapped down to a pallet and shrink wrapped before the carrier would pick up, she refused that resolution.  I explained that the carrier will not pick up the machine otherwise. I also explained that the carrier does not provide supplies as well and will not pick up, unless ready upon arrival.
  It was unfortunate that the carrier damaged a couple of their shipments, and that we possibly by accident shipped a demo replacement.  But we have fixed each mistake and unforeseen circumstance without any hesitation.  This time the customer would not help us resolve the situation.  I was more than happy to send a replacement, but did not receive cooperation in getting the other machine back first.  This was a series of uncontrollable happenings, that I am always happy to fix for the customer.

   

  Business Response

  Date: 05/02/2024

  Customer decided to pack up the original item and we established pick up and brought back to our warehouse, according to our original request.  A replacement has been sent to the customer and is leaving our facility tomorrow.  Tracking has been passed along to the customer.  CleanFreak CS

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service 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.

  Clean freak**** offer to refund Champion once I mentioned contacting BBB division. We’re still waiting for the credit.

  Business Response

  Date: 08/29/2023

  We were following standard protocol for return processes within our company.  Once we realized that the customer had been misadvised, we initiated a refund in full.  The day that we got back to her with these details, she mentioned that she had already filed a complaint.  The vendor did not allow us to send this back to them, but we took the piece back into our demo facility once we knew the full details.  We worked as fast as possible between all parties involved.

   

  Thank you