In 4 years, our Beam central vacuum system (X-treme Beam Q system) has been serviced 6 times. We have had to replace 2 hoses and 2 attachment pieces and have 2 home visits because the system just shut down. The plastic portion of the carpet attachment broke and had to be replaced in the first year and again this past week the plastic piece attached to the hose snapped off. Initially we worked with the Etobicoke location but moved our business to Beam Superstore because it was much closer to us. When I took the hose and the attachment in to the store for repair - again - the owner of the store, Loida, was absolutely horrific to deal with. It was the most unprofessional and confrontational experience I have had in customer service. She raised her voice and argued with me, cut me off mid sentence, didn't stop to understand the full situation, would walk away or avert her eyes while I was speaking (I even had to ask a couple of times - it seems you are not listening to me) and then blamed me for the wear and tear calling it improper use. She told me that she knew this hose (that she replaced a year ago) would come back to bite her and that her head office was not supportive and that she would be out of costs. After being harangued for nearly 10 minutes, I told her she was being too aggressive and that it was unnecessary. She replied I am AGGRESSIVE, I am AGGRESSIVE. I WILL GET BACK TO YOU OK JUST STOP TALKING TO ME AND I WILL CALL YOU LATER. I offered to assist her in recovering costs by explaining the whole situation to head office and she said - DO WHAT YOU WANT. She still has my hose and attachments and we have not heard back from either this store or their head office with whom we filed a complaint. My intention, when I went in, was to actually upgrade my entire system because the one we purchased was useless. It was high end but made of cheap plastic and apparently she herself admitted that since there had been many issues with this system, Beam changed some of the technology. I just wanted to understand why our vacuum kept breaking and not be blamed for it. If it were an isolated case, I could see it being our issue. 6 times? Product issue. However, after being bullied in the store, I have no intention of giving her any future business and we are just waiting to get our vacuum pieces back from her clutches.
- Approximate cost of services:
- $650.00
- Company Response
Over the last 30 years, our company has excelled in offering our customers the best in customer service and we make every effort to resolve EVERY product or service issue that may arise from time to time. We also welcome all reviews good and not so good in an effort to make our service even more outstanding. However, in this case, this review unfortunately is somewhat fabricated.and we feel a response is necessary. This customer came in with a hose purchased from a different store that was out of warranty and physically damaged as confirmed by our technician. She mentioned that she refused to deal with the other store because "she didn't like them and they wouldn't help her". Loida kindly told this customer she would help her and would call the manufacturer to replace the hose. She told her to wait while she called. While she was on hold, this customer would not stop hurling various verbal complaints and threats of bad reviews. Loida calmly and politely but repeatedly asked this customer to please refrain from any further comments while she gets a replacement authorization, which she refused to do. This customer unfortunately did not have any patience and was quite belligerent in her behaviour. In spite of her unreasonable attitude, we gladly replaced the hose at no charge, which was left to our discretion by the manufacturer to do so. We just to like add that the Beam Q is one of the best hoses on the market today. With proper use, care and maintenance, you will get many years of trouble-free cleaning. We thank you for your review.