ComplaintsforIntelliClean Solutions

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought vacuum. Worked fine until it didn't. They sent new part and return label, no questions asked. Easy. Vacuum hose in head got clogged. Any other vacuum I've owned you take the head apart (top or bottom cover) to access hose. You can't with this. It's hundreds of pieces that go back together. I call and ask for help. Said I can send it. No, you destroyed your warranty by taking it apart. It's not taking it apart, it's removing a panel to access it. There are zero instructions on this. The "tech" tried to explain about putting a butter knife into a groove. I see no such way to do this. They have lots of videos. A video about maintenance would be beneficial. I read the manual 3 times cover to cover. What's available shows nothing at all about warranty voids or how to unclog the hose. I had to pay $50 for a new power head and $20 to ship the thing. I have emailed and called numerous times trying to get someone that would discuss this. They've been "calling back" for months. They introduced a referral program. I emailed and said hey, someone I know just bought one a couple weeks ago, can I take advantage? Sure send me the order number. Sent. Crickets.Now they want you do do it throughout the a referral link and all they can say is it wasn't done through it. I've said read the response you sent me...you said you would do it based off order number. Now you won't. **************** is not good. Vacuum works well but has many cheap build flaws and doubt its longevity. Expect zero support or truths.

  Business response

  04/04/2024

  Customer opened the power head and voided the warranty. It's in the policy they can either send it to us and pay for repairs or order a new power head. The way the warranty works is customer sends in the unit to ********* we repair the unit and ship it back. If the customer did not understand the policy he should have called customer service before he opened the unit. 

   

  Regards

  *********************

  Intelliclean solutions

   

   

  Customer response

  04/04/2024

   
  Complaint: 21526641
  
  I am rejecting this response because:

  Nowhere in the warranty does it state this will void it. That's merely verbal.  Anyone who knows anything or has ever had a vacuum knows you remove a few screws or clips to gain access to a hose. Furthermore there are no clear instructions on how to access the hose.  A warning need be placed on power head and a video of how to access it need to be made. 

  Actually printing it on your website and in the manual regarding the warranty would be nice. 

  Through all this no one that can assist, i.e. management, has yet to reach out to try and understand or rectify the situation. 

  And we haven't even talked about the referral.  Just ignored that completely. 

  
  Sincerely,
  
  ***

  Business response

  04/08/2024

  The customer sends the unit to ********* for service if they open the unit in any way it voids the warranty . It does state it in the policy both in the manual and on the website. Our roller brush is not accessible by opening the unit If the customer want's to send in the unit for us to repair we can do so but the customer will have to pay for the repairs because they opened the unit

   

  Regards

  *********************

  Intelliclean Solutions

   

   

  Customer response

  04/09/2024

   
  Complaint: 21526641
  
  I am rejecting this response because:

  please read these. You've failed to do so because you're repeating the same nonsense. It does not say it anywhere.  

  Put up a video regarding the proper way to access it. 

  You keep ignoring paying my referral you said I'd get. I have the emails that state this. 

  
  Sincerely,
  
  ***

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vacuum through this company's website, the product worked for a little over a year before suddenly breaking. After attempting to warranty within their stated 3 year window, the company gave a runaround that is beyond unreasonable. Steps taken on my end:Reached out via phone call, instructed to troubleshoot, this failed and I was told I needed to buy a new lower part of the vacuum and they would not warranty it despite it being within the window.Purchased the part that they required me to buy before being "able to use their warranty" that did nothing to remedy the problem, denied a return on this part even though I was forced to buy it to proceed with their warranty.Supplied a power cable that they require to move forward with the warranty process, this is again not the source of the problem and they required it to move forward with the warranty, this process has now taken months since they refuse to continue with troubleshooting until the prior step was completed and they do not expedite ship anything.Told to buy a shipping label and mail it across the country for a chance that they will replace it if there is something wrong that they can find. This is beyond unreasonable and horrible business practice. They have no faith in their own product, and refuse to move forward with making a reasonable warranty process. The whole 'warranty' costs upwards of 200 dollars on a 300 dollar vacuum that was INSIDE the warranty period.

  Business response

  03/05/2024

  Customer is having a issue with his power head our policy states he sends in the power head for repair. We fix it and return it. He is complaining because he has to pay for shipping for us to repair the unit. Just like buying a car if you have a warranty complaint you have to take the car to the dealership in order for them to repair it the same goes for us in order for us to repair the unit it has to be brought or sent to us for repairs. Everything is in the warranty section of the manual and on the website. 

   

  Regards

  *********************

  Intelliclean solutions

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is a scam. I placed my order in October. Its the end of December and I have received nothing but lies from their customer service. The latest being that my vacuum would arrive today, Dec. 28. Per tracking, there is no vacuum in transit, it hasnt even been picked up by **** They created a label to make it appear it has been shipped. There is no vacuum ever arriving. They charged me and didnt provide product. I want a refund. Problem is, I cant seem to get anyone at customer service to help.

  Business response

  01/02/2024

  Customer ordered a Rose **** unit which we was out of stock. Unit was due to come in the first part of December however the units where stuck in port and did not arrive unit December 20th at that point the unit was shipped and according to the tracking number customer will receive the unit on January 5th between 10:15 Am and 2:15Pm. If the customer has any questions they can contact customer service and we will answer any questions. 

   

  Regards

  *********************

  Intelliclean Soutions

   

   

  Customer response

  01/08/2024

  Thank you for the response. This was much more detailed of an explanation than I received from the company. Every inquiry I made, I was given a different tale as to where my product was. Although I don't believe this answer any more than the others. Mainly due to the fact that they claimed they shipped it, made a *** tag but the item was never actually obtained by ***. I know this to be true because my husband is an executive at *** and has the ability to track orders beyond the tracking number customers receive. They should also not be allowed to charge me for items they haven't shipped, especially when they aren't shipped for three months. I have finally received my product as of Friday January 5. Thank you for your help.

  Customer response

  01/09/2024

   
  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.

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered the vacuum and received one email that they would contact me when item was sent and I received nothing it has been over a week and I have tried to contact them and its crickets nothing not answering the phone will not call back or email back at this point I just want my money back so I can put it to better use. So all in all send me a vacuum here soon or refund my money

  Business response

  12/04/2023

  Customer's order on backorder units are due to be in around the 12th of December once the unit is in the unit will ship. Any questions they can call customer service Monday - Friday 8 AM to 4 Pm Central time 

   

  Regards

  *********************

  Intelliclean Solutions

  Business response

  12/05/2023

  Date Sent: 12/4/2023 9:18:00 AM
  

  Customer's order on backorder units are due to be in around the 12th of December once the unit is in the unit will ship. Any questions they can call customer service Monday - Friday 8 AM to 4 Pm Central time 

   

  Regards

  *********************

  Intelliclean Solutions

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Quantum X vacuum from Amazon on 22 May 2022 for ****** plus tax. The order number is Order# ***-8194604-0777806. This product has continually failed and each time I send back the vacuum head it works for a month or less and fails again. I originally contacted customer service in February of 2023, and went through a repair process that involved me shipping the head back. Due to the company not tracking the return, I did not receive the replacement until the end of March. By ***, the head had failed again, and I shipped it back again. The returned head came back quickly this time, but lasted less than a month before failing again. At this point we were spending too much time without a vacuum and each time shipping the head back cost around $30 (I know they don't pay shipping, but their repairs don't work!). I contacted their customer service and they said they'd e-mail me a shipping label. I never received one, and when I contacted them again, they said they'd send it again directly. At this point I am still trying to get the head shipped back (Customer Case Request #****** and they have stopped responding to me. I have paid almost $500 for a vacuum that has worked less than half the time I've had it and their only solution is to pay another $30 to send it back again!I would either like my money back partial or full refund, or like a complete replacement. I have tried 3 heads that are not working, maybe it is the stick. We've already bought a new vacuum since this one never works so I'd prefer a refund to replacement.

  Business response

  12/04/2023

  Customer sent in the unit to be repaired In March it had a broken wire in the power head portion unit was fixed and reshipped. The unit was lost by *** and reshipped in May. The power head was returned for repair in july Swivel neck portion broken. Not sure how it was broken this is usually caused by customer error. we repaired unit and shipped it back to the customer. The way the warranty works is the customer ships the damaged unit to us we pay for parts labor and return shipping. If the customer believes there is a issue with the main unit as well as the power head then they can ship both units. We will repair anything wrong with the unit and return to the customer. The customer purchased through a 3rd party vendor we provide a 3 year warranty as a service to these customers and stand by the product. Even if the customer had purchased through us there is still only a 30 day money back Guarantee and that has passed over a year ago so the unit could not be returned for any amount of money to us if the customer wants to fight with Amazon to see if they would honor something that would be between them. 

   

  Regards

  *********************

   

  Business response

  12/05/2023

  Date Sent: 12/4/2023 9:39:21 AM
  

  Customer sent in the unit to be repaired In March it had a broken wire in the power head portion unit was fixed and reshipped. The unit was lost by *** and reshipped in May. The power head was returned for repair in july Swivel neck portion broken. Not sure how it was broken this is usually caused by customer error. we repaired unit and shipped it back to the customer. The way the warranty works is the customer ships the damaged unit to us we pay for parts labor and return shipping. If the customer believes there is a issue with the main unit as well as the power head then they can ship both units. We will repair anything wrong with the unit and return to the customer. The customer purchased through a 3rd party vendor we provide a 3 year warranty as a service to these customers and stand by the product. Even if the customer had purchased through us there is still only a 30 day money back Guarantee and that has passed over a year ago so the unit could not be returned for any amount of money to us if the customer wants to fight with Amazon to see if they would honor something that would be between them. 

   

  Regards

  *********************

  Customer response

  12/05/2023

   
  Complaint: 20942831
  
  I am rejecting this response because: sending refurbished parts that break immediately is not in keeping with a warranty.  The first one did not just have a broken wire, the reset button was missing entirely.  The replacement head snapped at the plastic on the first use and had nothing to do with our use of the equipment (note we got it in June and it was returned in July).  The replacement to that one had ************** spinning on the second use.  Upon looking failed brush heads are a fairly common breakage that the company seems to be well aware of and not addressing.  While I understand the warranty requires the customer to send in the product and didn't hesitate to the first two times paying another $30 with only two uses is unacceptable! 
  
  Sincerely,
  
  *************************

  Business response

  12/06/2023

  This was not a refurbished part this was your power head that was sent in to be repaired and it was. Now we stand behind the product and will fix the issue at hand once the power head is shipped back to us. That is how the warranty works you ship us the product we repair the unit and we ship it back. If you have any questions call customer service at ************ Monday - Friday 8 AM to 4PM Central time

   

   

  Customer response

  12/06/2023

   
  Complaint: 20942831
  
  I am rejecting this response because: IT WASN'T REPAIRED!  The first one had the plastic break on the first use, and the second one had the head stop rotating on the second use.  That isn't "repaired" by anyone's definition of the word.  If something is fixed, it doesn't have to be sent in again and again for the same issue.  If you stood by your product, you wouldn't have the same customer working three returns in the same calendar year and treating it like "business as normal, just send it in again!"  The only reason for the last gap is that I was deployed and just had my wife buy a new vacuum rather than deal with you all.  When I got back I called and started working again, but since you all appear unable to send a shipping label, and stopped responding to my e-mails, I went this route.  I "that how the warranty works?" 
  
  Sincerely,
  
  *************************

  Business response

  12/11/2023

  Looks like the repairs was made in August and after the complaint was made a label was emailed to the customer to have power head sent back in to be looked at however the customer never returned the power head. There is a warranty and we will be glad to service the unit however we can't fix the problem until the unit is here at our service location 

   

  Regards
  *********************

  Intelliclean Soltuons

   

   

  Business response

  12/11/2023

  Date Sent: 12/11/2023 4:22:05 PM
  

  Looks like the repairs was made in August and after the complaint was made a label was emailed to the customer to have power head sent back in to be looked at however the customer never returned the power head. There is a warranty and we will be glad to service the unit however we can't fix the problem until the unit is here at our service location 

   

  Regards
  *********************

  Intelliclean Soltuons

  Customer response

  12/11/2023

   
  Complaint: 20942831
  
  I am rejecting this response because: as I called an emailed the customer service center on several occasions to report, I never received a label.  I am able to get emails from their customer service response center but despite giving two active email accounts, no label was ever sent.  If they want to try again, my email is still ************************** however, when phone contact wasnt working, they stopped responding to emails as well.  The complaint was filed only after WEEKS of trying to get the label and even then only four days after they started ignoring emails.
  
  Sincerely,
  
  *************************

  Business response

  12/12/2023

  There was a label emailed on 8/28/23 from *** I will send a new label again coming from *** 12/12/23 you will receive it this after noon if you don't see it in the main folder double check the spam folder

   

  Regards

  *********************

  Business response

  12/12/2023

  Date Sent: 12/12/2023 10:43:53 AM
  

  There was a label emailed on 8/28/23 from *** I will send a new label again coming from *** 12/12/23 you will receive it this after noon if you don't see it in the main folder double check the spam folder

   

  Regards

  *********************

  Customer response

  12/15/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  According to support staff 30 day *************. item arrived 8 days after order, went to return item 15 days after order, was told by support staff they do not pay for shipping on returns, cost of return $150, company has lied about there 30 day **** free. I am asking company for full refund of ****** plus cost of shipping.

  Business response

  09/27/2023

  Our policy states that we do not pay for return shipping that is provided by the customer. It is on the Website and also in the manual. They will be refunded the entire amount of the purchase as long as everything is returned and not damaged. if something is missing or broken they can be charged and the amount deducted from there return. 

   

  Regards

  *********************

  Intelliclean Solutions

  Customer response

  10/02/2023

   
  Complaint: 20663831
  
  I am rejecting this response because:

  I understand

   Our policy states that we do not pay for return shipping that is provided by the customer. 

  Much correct statement 30 days Risk free.

  Because that is incorrect if you're having to pay to return, that is not risk free.
  
  Sincerely,
  
  *************************

  Business response

  10/02/2023

  Again you have a 30 day money back ********** and a 3 year warranty. It is stated in the return policy both on the website and in the manual 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  clicked on email sent to me regarding the Quantum Vacuum and when I went to delete message instead my card was charged on 8/15 in the amount of ******. I called early the next day //16 to cancel the order and was told will receive the credit within 3 days. Keep checking with my bank and have not received credit as of 8/21. i have called the company several times and spoke with ***** both times and was told he was sending an email to billing on 8/18 and again on 8/21. When I called on both occasions my phone number was incorrect after I gave it to them on multiple occasions. This company is a rip-off. Charges are immediate but credits are not given back quickly.I am still waiting for the ****** credit .

  Business response

  08/21/2023

  Customer was refunded on August 15th 

   

  #*****
  WarningCanceledCompleteRefundedAttention IncompleteUnfulfilled
  Edit
  More actions
  
  
  August 15, 2023 at 11:02 pm from Online Store
  
  Removed (1)
  
  
  QUANTUM X UPRIGHT VACUUM WITH WATER FILTRATION - SAVE $100 + FREE PRO ACCESSORIES
  Viper Red (SHIPS IN 3-5 DAYS)
  SKU: QX-****-RED
  $399.00 1
  $399.00
  Restocked at ***********
  Refunded
  
  Original order August 15, 2023
  $399.00
  
  Subtotal
  0 items
  $0.00
  Shipping
  Economy (**** lb)
  $0.00
  Total
  
  $0.00
  Paid by customer
  
  $399.00
  Refunded
  Reason: Customer did not mean to order
  -$399.00
  Net payment
  
  $0.00
  
  
  Timeline
  JAComment
  
  
  
  
  
  
  Post
  Only you and other staff can see comments
  Today
  
  You updated the shipping address for this order.
  11:32 AM
  August 19
  
  $399.00 USD refund was deducted from your Aug 21, 2023 payout.
  9:35 PM
  August 17
  
  $399.00 USD refund will be deducted from your Aug 18, 2023 payout.
  9:34 AM
  
  $399.00 USD was refunded using a **** ending in **** via Shop Pay.
  9:34 AM
  Acquirer Reference Number (ARN): 24492163230000004253715
  August 16
  
  $389.12 USD was added to your Aug 18, 2023 payout.
  11:38 PM
  
  You sent an order cancelled email to ***************************** (*********************).
  9:19 AM
  Resend email
  
  You canceled this order. Reason: Customer changed/canceled order.
  9:19 AM
  
  You sent a refund notification email to ***************************** (*********************).
  9:19 AM
  Resend email
  
  You restocked 1 item at 1 location.
  9:19 AM
  
  A $399.00 USD refund is pending.
  9:19 AM
  August 15
  
  
  Order confirmation email was sent to ***************************** (*********************).
  11:02 PM
  Resend email
  
  Shopify Protect is active for this order.
  11:02 PM
  
  $389.12 USD will be added to your Aug 18, 2023 payout.
  11:02 PM
  
  $399.00 USD was captured using a **** ending in **** via Shop Pay.
  11:02 PM
  
  
  Notes
  
  No notes from customer
  Additional details
  
  ********* ID
  ********************************
  Customer
  
  *****************************
  1 order
  Contact information
  
  *********************
  
  Shipping address
  
  *****************************
  *************************************
  Unit B
  ******* ** 11566
  *************
  ***********

  Customer response

  08/21/2023

   
  Complaint: 20500655
  
  I am rejecting this response because:

  I have not received a refund. My bank has not received this credit as of 8/21. 
  
  Sincerely,
  
  *****************************

  Business response

  08/23/2023

  We are showing on our side that the refund was taken care of. I have reached out to pilling to have them go in and double check with the CC company and make sure that the refund went through

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned my sweeper through **** I have the receipt.Trans Id with *******************************************. My order No. *****. Payment sent by pay pal 12/30/22.PayPal has not received the credit of $399. So my act is showing I still owe after I sent the merchandise back!!!I have tried sever times to find out why. But NO response!!!!That is $399.00 thats a lot of money. Do I need to take this problem further?

  Business response

  02/23/2023

  The unit was credited on December 30th through the system however it was a oversite on the credit department that it was a PayPal order and they did not credit through PayPal. It has now been rectified with our appologies to the customer

   

  Regards

  *********************

  Intelliclean solutions

  Assistant Manager

  Customer response

  02/23/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Quantum X vacuum around November 11. Never recieved an email saying that the vacuum was on back order just email confirming purchase and it would be shipped within 3-5 days. After 3 weeks I called the company asking where the vacuum is, they told me it was on back order and will be shipped on the November 30th and I would have have by mid week. One week later I called again and was told the vacuums are stuck on shipping carrier and they will have within the week and I would have no later than early December. On December 13 I called back and asked where vacuum is was told it hasn't been shipped and doesn't know when it will be. I requested my order be canceled and I get a refund for my money. I asked the customer **** ****** when I would see the refund and he said 1-3 days. I waited the 3 days and called back on December 16 and asked why I haven't received my refund and was told the refund was not processed and it would expited to headquarters to get refund. I have already paid $299.25 for a vacuum I don't have and canceled the order. Horrible customer service. I just want my money back no later than December 21.

  Business response

  12/29/2022

  Customer Purchased on 11/6/22 off of the website. Next to each color on the website it did state that the unit would not ship until after 11/30/22 due to being out of stock. The units where suppose to have arrived on 12/1/22 however they got help up in port and did not come in until the 12th at that point all backorders was shipped. She called and was angry and told us to cancel the order which we did and returned her money in PayPal on 11/11/22 before the items where back in stock . 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vacuum cleaner on or about 6/21/22. It cost 399.00. It was advertised as light and easy to handle. It was not and I returned it on 7/11/22. It was top heavy, cumbersome, and didn't have good suction. It was received by them, and it was confirmed by the tracking number. I agreed to $30.00 to return it and have not received a refund. I have called them multiple times and have had several emails from them. They said the refund check was returned and confirmed my address, but I haven't received anything. I would like to receive the 369.00 money back but I don't have a lot of alternatives. I would appreciate your help if at all possible. Thank you for your time.

  Business response

  09/28/2022

  Business Response /* (1000, 8, 2022/09/20) */ Customer's CC was no longer active we issued a check sent via USPS. there was 30.00 deducted from the refund for shipping charges per our agreement. Consumer Response /* (2000, 10, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received. Thank you.

*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. ↩