Complaints

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose to install a Hide a Hose Duovac vacuum from Vacuum Specialists (VC) last year during construction of our home. I was charged 50% of the install cost in *** ************************************ *** **** after install. We paid ** for the Hide of Hose vacuum .We moved in the house *** ***. We tried using the vacuum in ******** **** and the hose was full of water. When we reported the issue to VS they did a service call and said it was a condensation issue as the attic was not insulated properly. I forwarded their email to ***** ***** who did our drywall and insulation for the home. ***** ***** wrote back that we had been duped and there should be no concern with the insulation as we had passed all ***** **** inspections. I called ***** **** and they agree. We have passed all inspections at all stages with no deficiency. Additionally ***** view mentioned vacuum hose pipes installation and insulation was done professionally by vacuum companies as they provide warranty for the services.We went back and forth with VS and they claim they are not responsible for hose insulation. VS has refunded the service call fee however will not rectify any insulation. They have offered to get a home builder complete insulation of our attic and charge us for it. The fact that we have passed ***** view and construction engineer inspection is being overlooked. I discussed our concern with builders and Hide a hose vacuum installers. The consensus is installation and insulation of Hide a Hose pipes is done by Vacuum companies. Proper installation is how the Vacuum companies provide warranty for their services.VS has provided a quote of ***** for the vacuum installation and charged us *****. I have asked VS for a copy of the invoice to know what additional charges were included. VS has not responded.* ******* **** **** ****** ** **************** ********** * ******** ***** offering 25 years warranty is truly deplorable.

  Business response

  17/04/2023

  Hello *****,

   

  It is unfortunate you keep renewing negative reviews trying to harm our reputation, knowing that Vacuum Specialists and you had come to an agreement to have this issue with your Hide-a-hose resolved. However, after contacting other retailers somehow your mind changed and you refused to give us a chance to proceed.

   

  Heres the full picture:

   

  We installed a Hide-A-Hose system in your bungalow, during the rough-in stage our installer advised you personally that the pipe running through the attic should be insulated. It seems you had forgotten this advice and is now having issues with condensation.

   

  When you contacted us about having some issues, we immediately scheduled a service technician for diagnoses, after arriving it appears nothing is wrong with the way your central vacuum system is installed. However, the cause of this condensation couldve been prevented if the pipes had been properly insulated

   

  As explained, pipe contamination was caused by moisture in the attic due to uninsulated pipes. redoing vacuum pipes alone will not solve this problem, especially since there was nothing wrong with the way your vacuum pipes were originally installed.

   

  We are not an insulation company, although, Vacuum specialists had offered to find you a suitable insulation company to have your pipe in the attic insulated, this would have been at your cost, as it would have been if you had done it during construction. we had arranged a 2nd-time trip to ******** at no charge with our senior installer to oversee the job and assure that the vacuum pipes in the attic are no longer causing moisture.

   

  Meanwhile, Service call fees werent refunded due to ***** **** and *************** emails. Except, out of generosity and to keep a good relationship with our customers. even though our representative was very clear before booking the service call well be covering the service call fee if something was done wrong from our end, if not, service call fees will be passed on to you and you were fine with it.

   

  Our role is to emphasize the importance of insulation and communicate this to the builder, specifically when pipes run through the attic.

   

  In our experience working with numerous builders, we rarely ever encounter this problem as our installers are highly trained and knowledgeable with the many years weve been in business.

   

  We take our reputation very seriously, and it is unfair to damage it when we are doing everything possible to address the issue at hand.

   

  We wish you luck with whichever company you choose to go with.

   

  Please let us know if theres anything else required from our end.

  Thank you.

  Customer response

  17/04/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  ***** **** ****** has clearly clarified that the company which provides installation of vacuum pipes is responsible for proper pipes insulation. Based on correct insulation completed by vacuum installation companies they provide long term warranty.

  A warranty would never have been provided for someone else to complete the job. Secondly the installation of the vacuum hose should be done very carefully in the warmest part of the attic. However Vacuum specialists installer just threw the pipes on our attic. This resulted in condensation issue within few months when winter arrived

  
  The insulation company who completed our home insulation has passed ***** **** insulation inspection. Additionally when I forwarded Vacuum specialists email, the insulation company has outright stated that we are being duped by the vacuum company.
  
  
  Vacuum Specialists is denying any and all accountability in this problem to the extent that I am being denied reimbursement for service calls for a problem they are clearly responsible for creating. They are talking of generosity to cover their negligence.
  
  
  Vacuum Specialists claim that their role is to emphasize the importance of insulation and they base a warranty for someone else doing the part is a bit ridiculous ** *** *** ***. The company has failed their role and is placing liability for their work on clients.
  
  
  Business should not be allowed to engage and function with these improper practices. **** ** * ******* *** ******** consumers who is paying this amount of hard earned money for product and installation which includes warranty.
  
  Sincerely,
  
  ***************************

  Business response

  18/04/2023

  We've applied the full refund for the service call which the customer said we didn't. Please find attached receipt.

  Customer response

  18/04/2023

  
  Complaint* ********
  
  I am rejecting this response because;

  My message clearly indicates there was a refund for just the service cost to inspect the issue. We were first made to pay this cost. Later when Vacuum specialists received emails from the insulation company which provided details on how  we were duped, Vacuum specialists refunded the inspection service call. 

   

  However the follow up service calls to fix the issue is being denied by Vacuum specialists. They claim the vacuum pipe insulation after their installation is a builder's job! This is after Rocky View County and the insulation company clearly identified as vacuum pipe uncompleted installation work. Rocky View county has the authority to comment as they passed the inspection after home insulation.

   

  
  Sincerely,
  
  ***************************

  Customer response

  25/04/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  My message clearly indicates there was a refund for just the service cost to inspect the issue. We were first made to pay this cost. Later when Vacuum specialists received emails from the insulation company which provided details on how  we were duped, Vacuum specialists refunded the inspection service call. 

  However the follow up service calls to fix the issue is being denied by Vacuum specialists. They claim the vacuum pipe insulation after their installation is a builder's job! This is after Rocky View County and the insulation company clearly identified as vacuum pipe uncompleted installation work. Rocky View county has the authority to comment as they passed the inspection after home insulation.

   

  
  

  
  
  Sincerely,
  
  ***************************

  Business response

  25/04/2023

  We emailed the customer on *** **** offered to fix the problem - see email below. They respond back declining having us fixing the problem and said they will go with other companies to solve the problem.

  Seems like no one can fix it so they're coming back to us wanting us to fix it for free

  From: Vacuum Specialists <***************************************************>
  Sent: ******** *** **** **** **
  To: ****************************************************
  Subject: RE: ****** *********** *******
  Hello *****
  
  The contamination was caused by moisture in the attic due to uninsulated pipes. Fixing the pipes alone will not solve the problem. I want to reassure you that our installation was done correctly.
  
  If we find any issues with the Hide-a-hose installation from our end, we will fix them at no additional cost to you.
  
  To ensure that everything is done correctly, we have spent the whole day to find the best insulation company and scheduled them for this Thursday. We will also send our senior installer, ****** to oversee the process to make sure everything is being done correctly.
  
  We appreciate the opportunity to make things right for you once and for all.
  
  Please let me know if this Thursday morning ****** ****** works for you.
  
  We look forward to hearing from you
  

*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. ↩