Westside Vacuum

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About 5 years ago I bought a high end Royal vacuum cleaner from Gordon at Westside Vacuum. Over the last several years I took the vacuum back to Gordon on two other occasions to perform belt replacements and cleanings, always receiving satisfactory service. On Saturday June 28th I took the vacuum to Gordon for a third time, again for belt replacement and cleaning. Upon arrival I filled out Gordon's form including my phone number and email address, he gave me an estimate of $65, and he said he would call me when the vacuum was ready to be picked up. I never received a call from Gordon (evidenced by both my phone's call history log and voicemail log). At some point I began to think it was taking him an awfully long time to get back with me, but I thought perhaps since he knew I didn't use the vacuum much anymore since we moved to a house with all hardwood floors (we talked about that when I dropped it off), that he was working on more pressing repairs first, and I trusted that he would call when it was ready like he said he would. After waiting 6 weeks with no phone call, I called Gordon to ask how much longer it would be. He informed me that he had sold my vacuum a week earlier. Completely shocked and of course upset, I asked why he didn't call me like he said he would. He became instantly defensive and said that he did call me. I knew this wasn't true because due to my profession I promptly return any calls from numbers I do not recognize, and also there were no voice mails from him, so even if he called when my phone was turned off (very rare!), then he should have left a voicemail. Gordon continued to say that he did call and that my claim ticket stated that he could sell the vacuum if it was left there for more than 30 days, and I should take him to small claims court if I didn't like that.
After repeatedly stating that my phone did not show any missed calls or voice mails from him but getting nowhere, I suggested that he request a detailed statement of his calls from his phone provider so that he show me when he supposedly called me. He was not responsive and continued to talk over me saying my claim slip said I only had 30 days to pick the vacuum up. Clearly getting nowhere I eventually hung up after saying that I would obtain a detailed statement from my provider, even though it made more sense for him to do so.
About 20 minutes later Gordon called me back and said that he would go ahead and request his phone records, and would email them to me on Monday. That was over 2 weeks ago and I have not heard anything from him. I can only assume that he either didn't care enough to contact his phone company, or the phone records show that indeed he did not call me.
Gordon made it clear that he feels no obligation to lift a finger to make contact with his customers (even long term ones), and that he is content to feel protected by the small print on the claim ticket his customers receive. Gordon also had my email address (provided on his form), so if there was some problem with making a phone call then he could easily have sent an email (otherwise why does he ask customers for their email addresses?). Gordon surely made substantially more money selling my expensive vacuum than the $65 he would have charged to replace the belt. He clearly decided that the quick money was worth more to him than a long term customer was.

The owner took my vacuum cleaner apart and checked the filters. After going to his computer he told me how much the filters would cost - it was a lot. He advised me that the filters I had would work fine for several more years and replacement cost would be too high considering the expected life of the equipment. I appreciated his free evaluation and his honesty. When I need a new vacuum cleaner I'll definately return to Westside Vacuum. Please note: there are three very laid-back dogs in the store. If you're allergic to dog hair this would be problematic for you. It might also be a problem if you are afraid of dogs. These are Dalmations, not a small breed, but these guys are calm and quiet and in no way threatening. If you call ahead I'm sure he would put them in the back before you got there.

In November we went into the store to obtain some filters for our home Dyson vacuum. We found Gordon to be VERY knowledgeable and helpful regarding our Dyson. As a result we went back when we needed a heavy duty vacuum for our office. Once again, Gordon was awesome. He spent a lot of time answering our questions and helping us make a decision about which vacuum to purchase. He didn't try and steer us towards the most expensive model but listened closely to our needs. He even offers a service to inspect and clean the vacuum at one year to keep it in top shape so that it lasts for years. He even sent a follow-up note of thanks. You don't find this type of service much anymore. A plus in my book and I am a tough customer.

Very good experience with gorgon Alexander.

Both locations are wonderful. They ended up fixing my vacuum for free! They're very friendly and welcoming.

They are very friendly and very knowledgeable. They were very good. Everything they promise, they get it.

I was very happy with the service that they gave me. They were very punctual and professional. They were good enough start it up for me to show that it was fixed.

They were extremely helpful because our flooring has changed over the years of vacuum we had. We were not very sure as to what was the best model of vacuum cleaner we needed. They were helpful in making us make a good selection. I would without doubt go to them again.

At first when we got it back, it was almost like a new machine. But, now it is "temper-mental" again. Maybe it just needs to be replaced. The store changed hands a while back and I get the impressing that the new owner is trying his best to provide good service. I really don't think that the age of my cleaner is their fault.