I dropped off my vacuum to be looked at and was told at that time that they would call me in a day or two to tell me what they found. Two weeks went by without them contacting me. I called in to find out what had happened. I called the wrong location by mistake and ended up talking I think to Greg an owner. He told me he would look into it and have someone call. I received a message and called back. I was given an estimate and told it would be ready in one day or perhaps two and they would call me. No one called again. Worst thing is that I phoned in and talked then to Moe, the other owner. He did not hear me on the phone or really take responsibility on the phone. He said several times that they had been in business for over 40 years and they are very busy... He did not want to hear me and would prefer to just dismiss my complaint. I too own a business, it matters not how long you have been in business, but how you deal with each individual customer. I'm not impressed. I've been offered 10% off the repair and told I can pick up the vacuum if I want or not.
- Company Response
Sandy we have been in business for over 40 years and are now one of the largest vacuum companies in Canada. Moe is the owner and was trying to explain that we have hundreds of repairs every week and sometimes a mistake is made when recording a persons name and or phone number. Not to often but it happens and is an honest mistake. I believe in your case it was the phone number. Usually when this happens a customer will call in a few days because they have been told a day or two. Nobody, I can recall, has waited two weeks before contacting us. Now once we have received your OK to fix the unit, we give you an estimate on when to pick it up. Sometimes a few hours, sometimes the next day or if parts must be ordered it may be a week. Nevertheless once we tell you when we will have it ready, we won't call you again. If you ask us to make a note on your repair tag to call you when it's ready we will do our best to do so as a courtesy. We don't have a huge staff that are sitting waiting for the mechanics to finish and call everyone. This could take all day for one person daily and it's just not possible. Our people are very busy servicing customers in store, on line, by phone and shipping to all corners of the country. Moe accepted responsibility for which you too are at least equally liable for and offered you a discount on the required work for any inconvenience. Again our apologies for any miss understanding.