ComplaintsforAerus

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service light on our central vac was on and this company sent out a ‘service tech’ he only sucked up 3 steel balls into the hose, declared our system to be fine. Did not clean or service the central unit, then proceeded to try and sell us an air purifier unit for $2000 and when we said no he said we were insulting him, we asked him to leave and was still charged $80 for a service call. He asked us to make out the check to cash and when I said no he had me fill it out to ‘Vincent’ his name was Moses. And I was so upset at this point that I didn’t even get a receipt. I just wanted him to leave my home

  Business response

  05/25/2022

  Hello. I am responding to the above complaint from ****** *******. First please accept my apologies for your experience that lead to you filling this complaint. Aerus formerly Electrolux takes a complaint very serious and will take measures to ensure an experience like this does not occur again for our customer.(s) With that said when the service light is on on your Aerus Centralux it means the unit has reached a factory preset hours of use and servicing or preventive maintenance should be performed. This service cannot be done in the home and the unit must be brought into our service center for servicing by our service department. A service fee does apply and is typically in the range of $80.00 to $100.00. This fee can vary from franchise to franchise depending upon time/distance of travel to pick-up , service and return the unit to the home owner. This is not a warranty issue but a recommended service interval set by the manufacturer to ensure unit longevity. However a customer is free to ignore this light as the unit will still function properly but may shorten the units life expectancy, which is typically 20 years+ of reliable service. IF chosen to be ignored by the homeowner and motor failure occurs with the 5 year warranty period warranty claims can an will be denied by the manufacturer. 

  As far as payment requested to be made out to cash this is NOT our company policy. Checks should always be made payable to the company and may include a request, in addition to the company name, and or payable to the franchise owners name but never to cash or the franchise owners name exclusively.

  The original call was received by our franchise in **** ******** ** and subsequently referred to our ******* ** franchise for handling since they are closer to the customer needing assistance. At the time of this response I have left a voice message for the customer to please contact me directly for further review and to offer assistance is resolving the complaint and offering proper assistance for addressing the service light issue that is on on their Centralux unit. I can be reached at ************ by the customer for assistance. Regards Vincent A********* New England Regional Director Aerus formerly Electrolux based in **** ******** office.

*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. ↩