DO NOT BUY FROM BEAM>>> ALL THEY CARE ABOUT IS THE SALE
I purchased a Beam Special Edition with 15 year warranty from the Home Show back on October 2010 for a new home that I purchased which I moved into in February 2011 (which was installed by them). Right from the beginning the central vacuum wasn’t working properly, sometimes it would turn on and sometimes I would have to jiggle the hose that goes into the outlet to get it to work (this didn’t always work). I called Beam to explain the situation which the main oriental lady from the store yelled at me and told me that it was working fine when the technicians came in and that the issue was with the tubing and I would have to call the home developers as the issue is with their tubing installation. We gave up on it (mostly because their store location is about an hour drive away and they are never any help and don’t want to send anyone to look at the issue), so we just continued to struggle with it and used our Dyson when it didn’t work. A couple of years later I was at the home show and went to their booth, they advised me that the issue was with the outlets and told me to purchase new outlets which I did but that didn’t fix the issue. I later called to let them know and they told me to bring the hose and accessories in, so I did and they said the issue was with the powerhead switch on the hose, so they did a hack job on it to replace it. I went back to pick it up a week later and found no difference as the issue continued. I gave up on this again, until I finally saw the lady at another home show and she told me to bring it in again, I brought everything again and she said she was doing me a favour and changed the entire hose/wand and accessories to a “newer model” for free. This was a month after my 3 year warranty on the hose expired, so I thought it was great until I brought it home and found that the wand would fall off from the hose easily every time we tried to swap the accessories from the hose and eventually it stopped working. I brought the hose back requesting my old one back or a replacement that’s the same model but was told my warranty is over (he said even though they replaced the hose and wand that it doesn’t affect my warranty), he didn’t want to do anything and insisted my warranty is over and that he’s not the owner and can’t do anything for me. He proceeded to test the hose with his wand and told me it’s working, I kept telling him to test it with the wand they gave me and eventually he did and saw it wasn’t working. I had gone to another Beam location and was told the equipment they replaced it with was an inferior product to the one I got and should get mine back. I now have to go back tomorrow again because I want to talk to the person in charge of that store. I’m wasting my time, I think my next step is to spread this story and bring them to court.
DO NOT BUY FROM BEAM>>> ALL THEY CARE ABOUT IS THE SALE
- Approximate cost of services:
- $1,100.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Thank you for your review. I had helped this customer on Sunday the 5th of March, 2015. We document every service related issue so we may benefit the customer for any warranty or non-related issues. The only service related issue we had was a problem with the hose in 2014, We exchanged his hose under warranty with the most updated hose model for his unit after an initial repair.All the hoses are the same except for an updated handle design. Another Beam dealer would not say that it was an inferior product. He came back in six months later stating that the hose has a problem. The sales person has initially left it for me to help this customer as he was concerned with the reason for the problem. The problem was not the hose but the wand, which after inspection, was "roughly" used and split in two. I exchanged the wand for the gentleman at no charge. He continued to mention that his machine was giving a problem since he purchased it in 2010. We have no record of his having a problem with the unit. We only mounted the machine and powered it up. I asked him did he bring in the central vacuum system to us or any dealer over the five years and he said no. I said I would personally look after him and make sure we would resolve his issue with the machine to which he did not seem interested us in doing. I stated that we would come and pick up his unit and have it serviced and re-installed or he could go to a more convenient location if he so wished. Either way, we always make an effort to resolve all issues and we certainly do not shout at our valued customers. Sorry you have an unpleasant experience with our company. Please contact us so we may resolve this to your satisfaction