Bank's Vacuum Sales & Service

Review: My vac. is under warranty, it is less than 8 months old. the cord got tangled inside the machine. I call Hoover about the cord and they told me to take the vac. to Banks Vac. and there would be no charge because it is still under warranty. I told Banks Vac. I wanted the cord untangled and they said they could do it. when I picked up my vac. they charged me, $47.68, they also changed a belt, that I didn't want, opend the motor. I told them my vac. was under warranty and they said I still owed them the $47.68 and that Hoover always tells customers that repairs are covered. I call Hoover, they said Banks Vac was wrong and I shouldn't have been charged. I paid the amount because I need my vac.Desired Settlement: they should only do the repair the customer brings in the vac for. and if there is any other problem they should call the customer. Honor the warranty. Don't argue with the customer.

Business

Response:

Dear [redacted],

We received your letter today, 10/17/13. Complaint ID [redacted].

The customer, [redacted] brought in a Hoover vacuum to us for repair of the cord reel being jammed. We repaired her vacuum as we saw fit. Hoover would not cover this repair under warranty because it is not a manufacture defect. We do not get reimbursed for non-warranty related problems. The customer did not purchase the vacuum from us therefore, we felt it necessary to charge her for the repair. Our mechanic does not work for free!

We called Hoover and spoke to numerous people. Bottom line is that Hoover tells the customer to bring their machine to us for repair but it is up to us, the repair center to make the judgment whether it is a warranty issue or not.

We have been in business for over 25 years and have warranty experience for Eureka, Hoover, Panasonic, Royal, Dyson, Shop Vac, Riccar, Oreck,

Heat Smart and Pro team, to name a few. We probably have more knowledge than a sales rep over the phone.

We explained to the customer how warranty works and she was upset with Hoover for telling her it would be covered under warranty without us making the evaluation.

When the customer left our store, she seemed to understand our position. If she still has a problem, she should address it with Hoover or the store where she purchased the machine. We never argued with the customer!

[redacted] needs to read her instruction book to read the warranty information for her machine which will explain what is covered.

We are sorry she is not satisfied with Hoover but we are just doing our job.

Sincerely,