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:02/07/2023

  Type:Service or Repair 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.

  We needed to get 2 parts for a ******* Canister Vacuum. So we got in touch with **** Riley at Riley Vacuum in Lancaster,PA She called and asked to come take pictures of what we needed and she did. She got back in touch a week later said she has parts to drop off. She came on Thursday 2/2/2023 with the hose for canister and roller brush for power head. I told her the hose was not the same she said yes it was. No it was not because it had a cord attached but mine does not and mine turns 360 degrees where this one does not. The roller had 4 cutouts where brush was mine only had 2 cutouts. I paid her in full $125.00 and she said I have 60 days warranty. Three days later when using the vacuum the power head just stopped roller would not move. Tried to take apart and fix nothing. Was so disgusted just took and got rid of the power head. What good was it it stopped working after new roller brush was put on. So I called **** Riley 2/6/2023 talked to her about these parts and asked to be refunded my money. She did get a little bit of an attitude, but these parts are wrong as I told her and only asked to be refunded $100.00 NOT the $125.00 I felt this was fair and trying to work with her. Tried calling numerous times left messages to find out when she will come to pick up parts and refund me the $100.00 She did tell me on 2/6/2023 "I will get you the $100.00" But so far nothing and no call backs after leaving a number of messages on business phone ###-###-#### and her cell ###-###-####.
  
  **** Riley ###-###-#### has lied to me about refunding my money for 2 wrong parts. I originally told her they were not the right parts for my vacuum, but she kept insisting yes they are. Well, they are NOT! The roller brush actually caused my power mate head to just die. So now I don't have that either. When I called and told her what had happened, she was not very nice, but did say to me that I will get my money. Well again that was a lie, to this day I do not have my money?? All we want is to either for her to come pick up these WRONG parts and give the refund as promised or get me a power mate head that works. She also said she was going to mail me my receipt which she lied again and never did. She said there is a 60 day warranty on parts? Have tried calling numerous times but no one answers phone at business or cell. They have probably blocked us because we have heard that they have done this to other people also!! This is NO WAY to run a business or treat people. We all know they would not like to be treated this way either. They are also known we were told to steal the filters from the vacuums? Why would you do this to people??

  Business Response

  Date: 04/14/2023

  I am responding to a letter sent to me from BBB in regards to a customer complaint. I apologize for the delay in responding to this letter, It took some time for me to fully analyze and understand the entire situation,since this has really been the first time something like this has ever occurred. I received a phone call to my business phone from customer ***** ****** on or about 1/26/23 requesting two parts,a hose for a canister and a roller brush for power head. I also went to customers home to take pictures so that I could order the correct parts for the customer ***** ******.Sometime after that, around 2/2/23 I arrived with a hose and a roller brush for her ******* cannister. My job is to put together parts ordered and to do a test run with the vacuum cleaner for the customer upon arrival,It is highly recommended to make sure parts are correct and working for the customer before leaving and collecting payment. I offered to assemble and run vacuum cleaner for customer ***** ******, she then chose to put ordered parts together and run her vacuum while I observed,in which everything looked good. This was all done prior to receiving payment and leaving the home on 2/2/23. She paid me $125.00 by check dated 2/2/23, No complaints were made during that time. The customer then called me about 3 days later stating that parts were incorrect and that the powerhead suddenly stopped and roller would not move.Customer stated that she took everything apart,but was unable to fix the problem(3days after delivery)on or about 2/6/23. Customer stated that the parts were incorrect. The parts were ordered correctly based on model numbers and pictures taken at customers home prior to delivery of sales. On February 6, 2023 customer stated that, she would like $100 of her money back or the correct parts. I then requested to see the parts,I was going to drive to her home again for the third times with no compensation, Customer ***** said to me," I just took and got rid of them!" meaning the powerhead. Again, I then asked if I could come to her home and see the trash. I wanted to recover the parts so that I could address her problem. She then told me that she gave the parts to her neighbor to recycle. I questioned why this was done and she said,nevermind my neighbor lost his mother and don't bother him!!! Well,it is very difficult to address an issue/problem without the product. She stated that the powerhead was destroyed once new roller brush was put on,this has never happen before,which is "WHY'' I asked to see the parts(powerhead) I noticed weeks later that customer called me several times to my knowledge on my personal cell phone,which is rarely used for business.I have a business phone for customers to use,and she did when she first contacted me, I also offered customer the option to send pics of the incorrect parts and all other concerns. ***** told me that she did not know how to send pics thru her phone after I tried to assist. She stated that,she had no transportation when I suggested bringing in the parts. I then mentioned the car in the driveway. I been in business since 1977. We originally started on Queen street in Lancaster Pa, That would be over 40 years of service! I have gone above and beyond to meet the needs of all customers from all walks of life,because I know what its like to be treated fairly! This is a business and we do expect to see the product that we provided, I made two trips to *** *****'s home. I feel the customer is at fault. I feel she is hiding something and she obvisiously wants something for nothing,in another words for FREE! That is not how we run our business here. You threw the evidence in the trash! Why??? I wish their was more that we could have done,but we were not given any proof of any wrong doing. We made a few suggestions/offered options that could have resolved all of this. Customer ***** did not work with us at all. We wanted to work this out, because it's what we always do for all of our customers with parts and Vaccuums! Evidence and product that you are complaining about is the only way to resolve and take care of the customer!

  Customer Answer

  Date: 04/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: Rejecting because she does not know what she is talking about. The dates are all wrong, I have all written down with dates and time, cancelled check and she is lying. She never ever offered to come to my house to see parts or to come pick them up. She does not what what she is talking about. When I called a few days later to tell her that the parts were not right she became very loud and just kept talking over me. Researched the parts and no they are not correct. First of all when she came with parts I told her that day that the hose for canister was different, it had a wire which mine does not because mine turns 360 degrees where the new one did not! Second I showed her how the roller fit in powermate and I said it hits the pieces that are on the powermate. She turned to me and said " my husband would cut them out" So that right there told me again this was a wrong part. So NO I REJECT what she is saying because everything is a lie, dates, what she is saying and this might be the first time anyone ever reported them but we have heard so many things that this company has done to people but I just happened to be the first to report them. And also the day I called her and explained it all to her, I told her I was still waiting for my receipt which she said she would mail? Alao was told had 60 days warranty on parts? And said I would take $100.00 instead of the $125.00 I paid and she did say on phone, " I will get you your $100.00?  So why say something if you don't mean it or follow through with it? She NEVER NEVER said she would come back to my house for the parts!!!  I have transportation!!!!!   So again another lie!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  
  Regards,
  
  
  
  ***** ****** 
  

  Business Response

  Date: 04/20/2023

  Hello,

  This is ***** Riley, **** Riley is my Wife. I took the original phone call. from *** ******. I discussed with her prices from other Vacuum shops. I had conversation about the prices quoted to her from other vacuum shops, another vacuum shop quoted her at $190.00 just the hose, but she told me she needed a brush roller also. I told *** ****** that I would check for a used hose for her since I know just about every vacuum shop in and around the area. I told her I could get the roller new or get a used one. Since Sears went bankrupt, I told her I would need to see the end of both the hose and roller, but she said she does not know how to send pics. So, I asked my wife of 36 years to go and take pics of what we would need and she did. She told *** ****** that it could take a week or two to find a good hose. The hose I got her fit the machine and the power nozzle at the end of the hose. Understand there are all different ends to them, the 360 is a gimmick and I could order the end in and replace to a 360 instead 180 on each side has nothing to do with the working machine. I bought a new brush roll for her. In about two weeks we had things together for *** ******. We called asked if we could bring them over since she said she would need an Uber. I agreed and told her total bill was $125.00. I thought that was a pretty good price. My wife **** took parts over and *** ****** insisted to put parts together, while she watched (****) On the bottom of the nozzle are pieces very thin that usually 4 or 5. This is because the brush roll sits in there. She told **** brush roll was not the same, because her end caps were metal and replacement ends caps are more like a sturdy plastic, since metal caps are no longer available. When a brush roll gets hair or maybe string it builds up and could melt them in the middle, So, my wife **** mentioned to her that I could cut them back to the edge if she wanted that, so that the sharp edges would not pull or rip the carpet. My solutions for her would be buy a new hose for $190 or to pick up my hose and brush roll plus $65 cash (which adds up to $190) or she could purchase a new power nozzle for $225.00. I could pick up my parts plus customer giving me $100 cash. If picking up it would require two past service charges at $89.95 each form the beginning when pics was taken and parts were delivered plus $64.90 cash. This is what would be owed to me based on parts ordered, delivered and services charges. This is my final solution to this situation. I have nothing further to offer.

  Signed, ***** Riley

  Contact info: ###-###-#### 

  Please feel free to email me at *************.com

  Customer Answer

  Date: 04/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: NOTHING WAS EVER SAID ABOUT A HOSE FOR $190.00?? ALSO AS FAR AS PICTURES I DO NOT HAVE A CELL PHONE TO TAKE PICTURES TO SEND THEM!!  ONLY HAVE A LANDLINE, SOME OF US ARE NOT SO FORTUNATE TO HAVE CELL PHONES!!  ALSO WHERE THEY COME UP WITH I WOULD NEED AN ****, THEY DEFINATELY HAVE THE WRONG PERSON. NEVER EVER DID I SAY I NEED AN ****. I HAVE MY OWN TRANSPORTATION! **** RILEY KNOWS THAT. SHE IS THE ONE WHO SAID TO ME ON THE PHONE, " I WILL GET YOU THE $100.00??   SO WHERE IS IT? THESE 2 JUST KEEP MAKING UP STORIES TO TELL AND LIES AFTER LIES!!!  **** RILEY ALSO CALLED ME A FEW WEEKS AGO AND SAID "I WOULD LIKE TO RESOLVE THIS"?? SO AGAIN IT WAS ANOTHER LIE. I HAVE NEVER DEALTH WITH SUCH RUDE, NASTY, DISGUSTING PEOPLE AS KEVIN AND **** RILEY. HAVE SPOKEN TO OTHER PEOPLE WHO HAVE DEALT WITH THEM AND WAS TOLD THEY TOO HAD PROBLEMS!!  THEY PROMISE YOU SOMETHING BUT NEVER EVER FOLLOW THROUGH WITH IT. THIS COMPANY WAS KEVIN'S FATHER'S BUSINESS. WE ALL THINK THAT POOR MAN IS TURNING OVER. OTHER PEOPLE HAVE SAID WHEN HIS FATHER RAN THE BUSINESS HE CARED ABOUT PEOPLE, CUSTOMERS. NOT THE WAY THESE 2 ARE TREATING PEOPLE AND CUSTOMERS. REALLY DISGUSTING HOW THEY RUN A BUSINESS!!!!!!!!!  AND TO THIS DAY AGAIN ANOTHER LIE, SHE NEVER MAILED MY RECEIPT, PLUS I ALSO HAD A 60 DAY WARRANTY ON MY PARTS. SO THEY SHOULD HAVE HONORED THAT WARRANTY TAKEN BACK PARTS AND REFUNDED MY MONEY. BUT ALL THEY DID WAS COME UP WITH OUTRAGEOUS STORIES AND LIES ABOUT ****, PRICES, ETC. THEY DEFINATELY DO NOT CARE ABOUT CUSTOMERS AND FOLLOW THEIR COMMITMENT TO THEM BECAUSE IF THEY DID THIS WOULD NEVER HAVE GOTTEN THIS FAR. ALL THEY HAD TO DO WAS TO HONOR THEIR POLICY AND MAKE THE CUSTOMER PLEASED. BUT NO THEY CAN'T DO THAT BECAUSE THEY DON'T KNOW HOW TO RUN A BUSINESS.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  
  Regards,
  
  
  
  ***** ******