Puregreen International

Revdex.com:
I have reviewed the offer and/or response 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I have contacted vapor clean on 4/25/16 left a message. I never received a call back. On 4/2616 contacted vapor clean again spoke to David after contacting them back on 4/11/16 and was told the hose they believe I need was shipped out. As of today still have not received my part. It is very frustrating to deal with this company. I would really like Revdex.com to get involved as now it has been 3 weeks without my steamer. I actually do not think that the hose they are supposedly sending will help. The handle gets hot from the steam that is released. I would like a different model machine, one that works. I feel I spent a lot of money for a lemon, and not getting any satisfaction. The company is very hard to get thru to a customer service rep. Please help me get satisfaction. 
Thank You
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
[I agree with most of what was stated by vapor clean, I do not however agree with the shipping costs. That was never explained to me from the beginning. I was told that I would get "a credit" toward a purchase of a new machine but do I really want to do business when my first purchase was defective?. I'm sure you would feel the same way. I don't trust their products nor am I satisfied with this company and how things were handled..I still don't agree with paying shipping costs when I did not have a choice in sending the machine back. The last time that I spoke to vapor clean was on June 4th..
Regards,
[redacted]

Review: I own a Vapor Clean IV steam cleaner that I purchased in Feb 2012 for $399. This past February 2016 it stopped working. I had a very difficult time getting troubleshooting help via the telephone. There is a lifetime warranty for the boiler/heating element, but I was not sure if that was the problem. After a few weeks of multiple attempts at over-the-phone trouble-shooting, I was told to just send the machine in for service at my expense. I tried to comply and sent back the return authorization form with my credit card number. I both faxed and emailed the form back to the company in March 2016. I waited several weeks for a response from the company which was to include shipping address and information for sending the machine back. I called and emailed several times and got no response.

Then I ended up taking the machine to a local repair shop in April 2016. They have tried to work with the company, but the company keeps not returning phone calls. After several weeks, circuit boards were eventually sent, but that does not appear to be the problem. Now the shop is calling to find out about the pump information, but not getting much help from the company. It is now mid June and my cleaner still does not work.

I would really appreciate it if I could get some prompt assistance. Given my multiple attempts to contact the company directly in the beginning without success and my initial willingness to send the machine back to the company for service at my expense without a response (and now sensitive information such as my credit card number has been given to them and is at risk for compromise and identity theft), I am extremely frustrated.

Thank you.Desired Settlement: At this point, I would really like to just have a replacement machine sent to me at the company's expense.

Business

Response:

The machine is 4 years old and needed service. We have been working with the person Mr. Bowman since April. He has wanted to fix this himself, we have continued to assist in him repairing a product he has little knowledge of. It is his prerogative to try, and again we have offered to have him send it in for service but he continues to try to repair. We will continue to assist while he attempts to figure it out and fix it. We did send him wires last week and have heard nothing further at this time, possibly it works and there is no concern.

Review: Bought a steam cleaner about 2 months ago. When I received it the steamer did not steam. Customer service told me to send back with me paying $18 for shipping when they have free shipping. Customer service does not always answer and when you leave a message nobody calls back. Now my steamer when you attach the handle into the attachment for the floor cleaner it gets so hot from the steam that you cannot hold the handle. Call customer service spoke to Stephanie advised that I switch the 2 attachments around which I did and the handle still gets hot. Asked for my money back but was told over my 30 days. I need a resolution Customer service does not know what they are doing.

Business

Response:

Customer service is correct, the purchase is far outside the 30 day return policy. They did offer you another extension at no charge but you hung up on them not accepting the offer. It was explained to you that you are using a machine for business purposes and heavy use which it is not designed for. The [redacted] is advertised as "home use" only. Our warranty as most companies is clear in our policies and in good faith we still are offering you another extension that may help you. You may also need new orings at your hose attachment.

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Sorry I did not respond back but my complaint has not been resolved. I was away for the week of April 18th and just returned home 04/23. I contacted Vapor clean the week of 04/11 spoke to a male representative about the issue of the handle heating up and he was going to send a new hose to me. As of today I have not received the new hose. I really do not believe that will resolve the issue of the handle heating up when using the steamer. I really wish Revdex.com would help me out. I have been without a steamer now for two weeks already. I will try to call them 04/25 to find out what is going on. Very confused company service is very slow. I will keep Revdex.com informed on status of my next call. Thank you [redacted].

Business

Response:

You have already spoken to a representative and more than likely have a hose in your possession at no charge as promised.

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I have contacted vapor clean on 4/25/16 left a message. I never received a call back. On 4/2616 contacted vapor clean again spoke to David after contacting them back on 4/11/16 and was told the hose they believe I need was shipped out. As of today still have not received my part. It is very frustrating to deal with this company. I would really like Revdex.com to get involved as now it has been 3 weeks without my steamer. I actually do not think that the hose they are supposedly sending will help. The handle gets hot from the steam that is released. I would like a different model machine, one that works. I feel I spent a lot of money for a lemon, and not getting any satisfaction. The company is very hard to get thru to a customer service rep. Please help me get satisfaction.

Review: I purchased a $1695.00 steam cleaner from vapor clean on 5/15/15 and received it on 5/18/15. After a few days of opening the product, it was defective. I sent the company an email, and got a response from someone telling me to troubleshoot the steamer. After numerous explanations to the company by email, on 5/23/15 I had to wait until the following Tuesday to call them because clearly my problem was not going to be resolved on a Saturday. I spoke to someone who's name I will not mention, and she asked me to send her video clips of me trying the steamer again. I felt as if I was some dummy now by this point. I've used a steam cleaner before, and I read the instruction manual thoroughly but it seemed they didn't want to hear what I was saying to them. I was then told, to email the returns dept for a return authorization number. I paid an expensive fee for the steamer, and now had to pay to ship the 50 lb box which cost me over 72.00...The item was received on Monday 6-1-2015. I called to check on the status of my return multiple times. I was promised emails which I never received. Finally on Thurs 6-4-2015 I spoke to another representative and he mailed me a confirmation of return for the item. I was not reimbursed for the shipping, because I was told that the restocking fee was waived. I should have been reimbursed the full amount to include shipping because the item was clearly defective. I had no fault and therefore should have been compensated for my troubles. I am happy that at least I got the full amount of the item I purchased. But I will never order from this company or recommend to anyone.Desired Settlement: I want my shipping costs to be reimbursed to me. I am not happy with the fact that I had to pay for shipping of a defective item....I had no choice.

Business

Response:

We refunded Mrs. [redacted] in full 3 days after receipt of the product, as noted. We waived the restocking fee for Mrs. [redacted], as noted. We waived all of our policies for Mrs. [redacted] with the exception of one. Mrs. [redacted] had the choice to receive a replacement machine immediately and all shipping costs would be covered. Mrs. [redacted] made her choice to return the product and not accept our offer of a replacement. We are sorry that this was a frustration, but we cannot "compensate for troubles", but we can and did do everything for Mrs. [redacted]. Our conversation last week continues to leave an open invitation for a replacement machine. Statement of ConfidentialityThe contents of this e-mail message and any attachments are confidential and are intended solely for addressee. The information may also be legally privileged. This transmission is sent in trust, for the sole purpose of delivery to the intended recipient. Any use, reproduction or dissemination of this transmission is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by reply e-mail or phone and delete this message and its attachments, if any.

Consumer

Response:

I have reviewed the offer and/or response 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.

[I agree with most of what was stated by vapor clean, I do not however agree with the shipping costs. That was never explained to me from the beginning. I was told that I would get "a credit" toward a purchase of a new machine but do I really want to do business when my first purchase was defective?. I'm sure you would feel the same way. I don't trust their products nor am I satisfied with this company and how things were handled..I still don't agree with paying shipping costs when I did not have a choice in sending the machine back. The last time that I spoke to vapor clean was on June 4th..

Regards,

Review: I ordered a Vapor clean machine for my daughter for Christmas. She opened it the week before Christmas and the machine is broken and does not have all the parts. After numerous calls to the company a [redacted] told me to take a picture and send it. I don't know how that is supposed to get me another machine but I sent the picture. then I started dealing with a [redacted] from this company and he wanted the serial number, I gave it to him. I had to give it to him 3 times before I got even a reply. Again, I made several calls and never got an answer but he did reply back finally acknowledging that he had the serial number. He then informed me that fed ex would pick up the package the next day, they did not. They did pick it up the following monday and delivered it back to my house two days later. It was the same broken machine only broken worse and none of the missing parts as promised by [redacted] were presentDesired Settlement: At this point I do not trust this company at all and I want my money back. They sent me a broken machine with missing parts.

Business

Response:

Mr. [redacted], Your purchase on 11/30/15 was reported as damaged in shipping when you contacted our company on 12/29/15. We told you up front that we would replace the machine with a brand new one, along with some accessories that you reported missing. We requested a photo so that we could file a damage claim with [redacted]. Since it had been almost a month, we needed to get the machine back before sending a replacement. We filed the claim and requested a pick up from [redacted]. If your machine was picked up and redelivered to you in two days, it is evident that [redacted] made a mistake by returning it to you instead of us. As you are well aware we have been working with [redacted] daily to correct their error and pick up the product at the location you requested. We will be more than happy to refund your money in full when the machine is on its way back and conclude any further need for communication regarding this matter.We are happy that your first purchase of the same machine worked out so well for you, that you purchased a second. Unfortunately, damages, shipping mishaps do happen especially during the holidays.

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

They sent [redacted] to my house instead of my office I have alredy given them my office address and one pick up was made thendelivered it to my moms house. so its still here at my office ready to be picked up. The office address has been given to them twice but here it is again, its [redacted]

Review: Failure to deliver product, after payment was receivedDesired Settlement: refund in full

Business

Response:

7/8/2013