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:11/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I paid a vacuum repair shop to clean my 2 vacuums and they did not

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The below was written by my sister about what happened to me:My sister dropped off her relatively new commercial upright Oreck at your ******** location on the 14th of this month, March. "*********************" received the cleaner. The following dialog took place after she handed over the vacuum and he gave her his card. Sister: ** there anything else?*****: Like what?Sister: Like a receipt or something.*****: No. You're good. She left reluctantly with no tag. ***** did not call back , as promised, once the repair was done. So, my sister finally called the store on the 16th and she was told that her vacuum was repaired and my sister paid the bill over the phone with her **** ****.When she went to pick it up, she was asked what kind of vacuum cleaner it was and she responded that it was an upright Oreck. So, after some time passed while they were apparently looking for the vacuum, finally someone brought a vacuum out to her and she IMMEDIATELY knew that it was not her vacuum cleaner and said so. The one they brought out to her was smaller and shorter than hers and the front where the brushes are was not as wide as hers and the bag was a bright blue color. She again said it was not her vacuum cleaner. At that point, ***** came out. He pointed to the tag and asked if it was her name on the tag and she said yes. Then he asked where her stub was and she said, " You, *****, did not give me one."Then, he accusingly said to her, "You have forgotten what your vacuum cleaner looks like." He followed it with, "I never make mistakes and I am 100% correct all of the time." Then he repeated that she did not know what her vacuum cleaner looked like. He kept insisting that hers was a "Magnesium" vacuum cleaner. His tone was very patronizing, extremely condescending while all of the time laughing at her. At that point, my sister was stunned not only with his attitude but that anyone would insist that they never made mistakes when it was clearly a mistake. She reluctantly took the cleaner and put it in her back seat. She could tell it was not hers just by how it handled and how it fit into the back seat of her car because it was not as long as hers. She returned to the store again to say that it was not hers. He kept repeating condesendingly , " You have forgotten what your vacuum cleaner looks like." My sister left and called him as soon as she got home and told him again that it was not her cleaner. He continued to accuse her of "not remembering what her vacuum cleaner looked like." He then said he could "go to his boss, get security footage, and prove that it was the vacuum you brought in."My sister said fine. Do it. And then, he backed off by saying that his boss was "very busy" and " I do not know when he can get back to you." Outrageous. She was too upset to tell me what happened, but finally told me last night. I have instructed her to take a photograph of the vacuum that ***** claimed was hers and then return it to the store since it is not hers. I instructed her to stop payment on the repair charge. I have also asked her to look for any documentation related to her vacuum.My sister, very unlike me, vacuums almost daily and I have the utmost confidence that she knows her machine. I believe that *****, as a representative of the business, should have insisted that she take a repair tag with her upon drop off to protect them both and to ensure that her machine was properly identified. I believe that he assumed that she was shy and elderly and he could bully her and convince her that her that memory was not clear. I believe that he thought he could take advantage of her after perhaps quickly making up a tag in the back while she was there to pick up as evidenced by the fact that they took some time in the back trying to locate her vacuum and then suddenly producing a tag when she was not ever given a stub. Please review this with ***** immediately, figure out what happened, and find her vacuum cleaner and then let me know what the situation is within two days so that this matter can be resolved quickly. Thank you.

• Initial Complaint

  Date:09/07/2022

  Type:Delivery 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.

  Ace Vacuums received my order # **** for a vacuum on 08/24/22. Then they took from my Pay Pal account payment of $129.99 and notified me by email my order was on the way. What they did was to create a *** label and take my money. *** says they never received an item from Ace Vacuum to ship to me. Ace Vacuum has not responded to my request for order cancellation and refund. I have tried E-mail and Phone. No one responds.

  Customer Answer

  Date: 10/10/2022

  ---------- Forwarded message ---------
  From: *************************** <***********************>
  Date: Sun, Oct 9, 2022 at 11:20 AM
  Subject: ID ********
  To: <[email protected]>

  
  

  The company refunded my money after ****** contacted them.
  Ace Vacuum company is a Rip Off and should be treated as such.
  They have a professional website and NO customer service .
  Only phone recording to leave message and no response to e-mail.
  They took my money against ******’s Shipping Rule and never shipped me a Vacuum Cleaner.
  Thank you for your help in this matter.

  Cordially, ***************************