Family Vacuum Repair

★★★☆☆
  • 826 W 11th St

    Sioux Falls, SD 57104

    Map & Directions
  • 605-357-9946

About Family Vacuum Repair

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Hours
Mon. - Fri. 9am - 5pm;Sat. 9am - 2pm;Sun. CLOSED
3.0 2
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First time we went we had called and asked if they sold a cloth bag for our vacuum and he said they did so we drove down there and when we got there he said they didn't sell any cloth bags for our vacuum (we had told him what type of vacuum we had over the phone) and tried to sell us paper bags and said if we reused those it would work better. Second time we went to buy a replacement part for our vacuum and we inquired about a new vacuum. He said it had a timing belt type brush belt (one with teeth) and a 1 year commercial use warranty. A few weeks later we returned and bought the vacuum we had inquired about. We asked if we could get a new one in the box but he insisted on only selling the ones that he "fixes" by modifying the bottom plate so that it doesn't shoot rocks and a few other small things. We trusted that with his experience he would know what he was doing. When we were leaving he again reminded us that the vacuum has a 1 year commercial warranty and he was an authorized dealer so he would fix any problem if needed. On the first use we noticed it still shot rocks out of the back but we kept it regardless because all vacuums tend to do that. We also later discovered that the belt was not the timing belt type but the smooth rubber type. Less than two months later a piece on the hose broke which caused the vacuum to lose suction. We brought it in to him to get it covered under our warranty but he then told us the warranty didn't cover "breakage" so he wouldn't fix it but he could sell us a new part or he recommended putting tape over the broken piece. Since he didn't give us any warranty information when we bought the vacuum we couldn't prove that it was covered. We left and went online to the vacuums official website and called the number listed and they told us to go to the dealer we purchased it from to get it replaced. We explained to them what he had told us and they said it is a 1 year commercial warranty so it was covered and he should have replaced it, they were surprised he said he wouldn't. Within five minutes they sent us the new part free of charge and asked if we needed anything else replaced. We do not recommend buying a vacuum from him but if you do just be sure you get a brand new one in the box with the warranty information and not the floor model that has been "fixed".

1
★☆☆☆☆

First time we went we had called and asked if they sold a cloth bag for our vacuum and he said they did so we drove down there and when we got there he said they didn't sell any cloth bags for our vacuum (we had told him what type of vacuum we had over the phone) and tried to sell us paper bags and said if we reused those it would work better. Second time we went to buy a replacement part for our vacuum and we inquired about a new vacuum. He said it had a timing belt type brush belt (one with teeth) and a 1 year commercial use warranty. A few weeks later we returned and bought the vacuum we had inquired about. We asked if we could get a new one in the box but he insisted on only selling the ones that he "fixes" by modifying the bottom plate so that it doesn't shoot rocks and a few other small things. We trusted that with his experience he would know what he was doing. When we were leaving he again reminded us that the vacuum has a 1 year commercial warranty and he was an authorized dealer so he would fix any problem if needed. On the first use we noticed it still shot rocks out of the back but we kept it regardless because all vacuums tend to do that. We also later discovered that the belt was not the timing belt type but the smooth rubber type. Less than two months later a piece on the hose broke which caused the vacuum to lose suction. We brought it in to him to get it covered under our warranty but he then told us the warranty didn't cover "breakage" so he wouldn't fix it but he could sell us a new part or he recommended putting tape over the broken piece. Since he didn't give us any warranty information when we bought the vacuum we couldn't prove that it was covered. We left and went online to the vacuums official website and called the number listed and they told us to go to the dealer we purchased it from to get it replaced. We explained to them what he had told us and they said it is a 1 year commercial warranty so it was covered and he should have replaced it, they were surprised he said he wouldn't. Within five minutes they sent us the new part free of charge and asked if we needed anything else replaced. We do not recommend buying a vacuum from him but if you do just be sure you get a brand new one in the box with the warranty information and not the floor model that has been "fixed".

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Business Response:

Classic case of 2 sides to every story. We remember this couple. The review he submitted is incorrect in many ways. Not sure about the cloth bag issue, paper bags are fine but NOT reusable, never would have said that. The (timing) geared belt issue shows that he was confused about 2 different vacuums. Another red vacuum we sell does have the geared belt and the squeegee to stop the rocks from shooting back. We only had one in stock so he bought it. It was new, just out of the box, never been used. If we had another he could have bought it instead. We always put vacuums / shampooers together and make adjustments if needed, as a free service to our customers. He chose to buy the one we had, not to wait for a new one to come in. The adjustment on the bottom plate is still being done, it just helps the plates have full contact with the floor. The hose issue was actually the cover for an extra hose connection, that was definitely broken from abuse which is never covered under any warranty. If, he forgot or lost his warranty paperwork, we would have given him more, which would specify breakage is not covered, as is the case in all vacuums, even commercial ones. He never mentioned not having it. The instruction manual says, under the section, What this warranty does NOT cover: "Damages or malfunctions caused by accident, acts of God, negligence, abuse, or use not in accordance with the Owner's Manual." The cost of the repair would have been less than $20. The factory called us about this issue after his complaints. They backed our decision completely and acknowledged that it should not have been replaced under warranty, but sent it to him to make him happy. We are still the only service center nearby, and will fix any warranty issue, if you need it.
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These people own a family business. They are honest and friendly. They repair your vacuums quickly and at a low cost. We have taken our vacuum in twice and had EXCELLENT service. We just bought a steam cleaner for way less than other store prices and have never been happier. TRUST THEM! They'll take great care of you

5
★★★★★

These people own a family business. They are honest and friendly. They repair your vacuums quickly and at a low cost. We have taken our vacuum in twice and had EXCELLENT service. We just bought a steam cleaner for way less than other store prices and have never been happier. TRUST THEM! They'll take great care of you

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