International Van Lines, Inc.

Aerus LLC (formerly known as *** *** ***) is the manufacturer of high quality floor care products, as well as air and water purifiers. Our products are sold through independently owned franchise dealers. Ms*** December 20, purchase was made through the
independently owned dealer, *** Services located in *** ** and owned by *** *** We do not have any first hand knowledge as to the circumstances of this purchase transaction..Nevertheless, we have spoken with the franchise owner and he confirms that Ms*** did purchase an air purifier and an upright vacuum, for which she provided a down payment check and financed the balance. The vacuum she purchased was a window display unit and was sold at a reduced price, but does come with a full warranty. Our franchises have a strict 3-day cancellation policy which is noted in bold on the sales agreement that Ms*** signed. Unfortunately, the cancellation request came well beyond this day period, so we cannot require them to cancel.If Mrs*** does not believe the vacuum is performing as it should, we can certainly have it checked by the franchise to ensure it is working well per our warranty guarantee. It will be necessary first, however, that Ms*** clear up her financial obligation to the franchise as there was a stop payment placed on her down payment check,. Once this issue is resolved, the franchise indicates they will be happy to check the unit if she feels it is not operating properly.Customer satisfaction is important to Aerus, and we are sorry that in this instance we could not offer a more favorable response to the request to cancel the transaction; however, we do stand behind our products and will ensure they perform properly. If we can provide further information or assistance, please don't hesitate to contact me.Sincerely,*** ***Manager,Aerus Customer Service

I have reviewed the response offer made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did get in touch with the Aerus Representative, *** and sent her all the information that had That is copies of the bill that *** had given me And she did ask if it was correct that we just wanted to have the central vacuum installed properly and our walls fixed and I had told her that was what we wanted But I haven't heard back from her I am still waiting to see how they want to handle this So I would appreciate keeping this complaint open. Regards,
*** *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** ***

This
letter is in response to your correspondence dated April 9, 2015, regarding a complaint made by ***
***. Thank you for giving us the
opportunity to respond to the complaint.
Please be advised that Aerus LLC is the manufacturer of Aerus branded
floor care products, as well as air and water purifiers and other healthy home
products, which are sold and distributed through a network of independently
owned franchises
The
transaction in question is between Mrs*** and *** Vacuums, Incthe
independent franchise in *** ***.
We have no direct knowledge of the actual transaction, but we are
certainly interested in customer satisfaction and will try to assist in
resolving this matter
We have contacted
*** ***, the franchise owner in ***.
We understand that recently he was in an automobile accident, leaving
him temporarily unable to travel, which is causing delays in rectifying this
issue.
I have
also spoken directly with Ms*** and requested a copy of the sales
agreement and any toher documents she may have, specifically any installation
agreement. Normally our Aerus contracts
do not include installation, therefore
we do need to understand what the installation agreement was between Mrs
*** and *** Vacuums
Customer
satisfaction is very important to Aerus, and we appreciate your patience while
we work to resolve this issue. If I can
be of assistance in the meantime, please feel free to contact me by calling
***
Sincerely,
***
***
Aerus
Customer Service

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No one has contacted me from Aerus.  The only person that I have talked to regarding this complaint is the local representative [redacted].As I have stated before, [redacted] is not a liscensed installer.  His work is subpar and he takes too long to do a simple job.  He does not have the skills or the necessary tools to do the job correctly.  I have given you some pictures of his work.  If you need more I can send you all the mistakes that are very apparent in our installation. I want a liscensed installer to complete the job and correct the work that [redacted] did.  I think that Aerus should pay for the repairs.
Regards,
[redacted]

4/20/15:  We have attempted to contact customer several times and have left messages at [redacted]5, but have not received a return call.  If this is not the correct number, please advise.  In our messages, we have requested copies of any paperwork that the customer may have  regarding the purchase of the central vacuum, and particularly the agreement regarding installation of the central vacuum so that we may determine responsibility.  These documents can be emailed to [redacted] or by fax to [redacted] or by postal service to :  Aerus Customer Service[redacted]  [redacted].  The customer may also contact [redacted] in our customer service department at [redacted] as she has been assigned this case.  We will need copies of these documents before we can proceed.Thank you,Aerus Customer Service

Thank you for your message and please accept my apology for the delay.  We have been trying to work through the local Aerus franchise dealer to get your concerns addressed, but unfortunately have not been very successful at the local level.  We have forwarded your information and photographs to our Risk Management office at our corporate headquarters.  They responded yesterday that they would most likely be able to assist in addressing your concerns and getting this resolved through our insurance company.  They have asked that you please get a written quote for us from a qualified installer of what it would cost to fix the problems you have documented with your central vacuum installation.  If you will please forward that written quote to me I will see that it is given to the appropriate person and we will hopefully be able to resolve this as soon as possible.In one of my emails with [redacted] he mentioned something about the pvc piping under the house needs to be glued, so you should have that looked at and if it is needed, have that included in the quote as well.Again, I am sorry for the length of time this has taken so far, but once we have the quote, hopefully we will be able to quickly resolve the problems.Thank you.[redacted]Manager,Aerus Customer Service

The original complaint is against [redacted] Vacuums who is the Hawaii representative for Aerus.  His office is [redacted].  He has  two phone numbers [redacted] and [redacted]. His parent company is Aerus L.L.C.and yes they are located in [redacted]...

[redacted] [redacted]

I’m not quite sure where to start with this review. The short version is as follows. My wife and I paid IVL over $7,000 to move us from New Jersey to Indiana. We were told that the movers would wait to deliver our items to the destination until we arrived a few days later. The next day, I received a call telling me that they were going to deliver the items the following day, with or without us.
Since we were not present for the delivery, the movers were downright careless with our items. Many hard plastic boxes were broken, and virtually all of the cardboard boxes ended up in terrible shape. Several pieces of furniture were also destroyed.
Furthermore, the movers ignored our request to spread the items across the storage unit so that they would be easier to access. We had arranged for a unit that was roughly twice the size that we needed in order to make this task easier. In spite of this, the movers stacked our items haphazardly on top of each other, with furniture piled on top of fragile items, all the while leaving half of the floor space unused. We had to hire local movers just to rearrange our items in such a way that we could access them. Those movers said that the way that the IVL movers had arranged our items was “scary” and felt that their behavior was downright dangerous.
When I voiced my displeasure to the company, I was initially ignored. Once I was finally spoken to, the manager attempted to intimidate me into accepting an appallingly small sum of “hush money.” He assured me that their lawyers would bully us into either accepting a pitifully small settlement (and signing an agreement preventing us from telling anyone about our horrifying experience) or take them to court, which he assured me would be stacked against us.
My conscience prevented me from taking the deal. I felt obligated to let others know about our horrendous experience, in the hope that future customers will be able to avoid this misery. This is not a company that can be trusted to handle your belongings, and it is not a company with enough integrity to fix their mistakes. Do not, under any circumstances, entrust your possessions to them.

Review: A company doing business as International Van Lines but possibly registered as Untied Van Lines brokered my move. There were many problems with their work. The subcontractor that performed the move was fine but this broker failed to perform the work promised, including making an accurate inventory of my belongings and providing me with accurate information about the move. The company reps acknowledged the poor service in emails and promised to do something about it but never did.Desired Settlement: My credit card should be credited for the full amount of this broker's fee.