ACE VACUUMS of Ashburn

This was a disaster. This company ripped me off. I purchased a Miele Scout RX1 in the store. Immediately the sales person (Jazz) told me that they didn't have the RX1 anymore, but he would make me a deal on the more expensive RX2. I shouldn't have let it happen, but I did. I really wanted the vacuum as a gift for my wife's birthday. It took over a week for the RX2 to arrive. I had to call Jazz several times. He was rude and unfriendly in each call. I finally picked up the unit. The unit was unusable. I had to get on the phone with Miele for HOURS just to get the unit up and running. Once I did, it didn't work at all. It got stuck in every room. It would run for 10-15 minutes and then just stall somewhere. Finally, at the advice of Miele, I returned the unit to Ace Vaccum. Kumar Mallick forced me to get Miele on the phone in the store to ensure they would get a replacement on the return. Kumar took the merchandise and then claimed he did not know how to process a refund. Someone "Jason" would have to do it from "corporate" and he was not available. I followed up with them all day. The refund was never processed. These guys are theives. They are selling bad merchandise. The will rip you off too. Do not do business with these guys. I have filed complaints with the Better Business Bureau and I am following up with the office of the Virginia State Attorney General.

The work is great. Everyone is very nice there. My only issue is time. I was told my vacuum would be ready in a week and it took 2+. I was ok with this because I have a backup. They offered a free loaner when I complained. I got a voice mail saying my vacuum was ready - i got another call the next day and they asked for Elizabeth - at that point wasn't sure if my vac was really ready or if they were referring to Eliizabeth's. I tried to pick it up on Sunday at 9:30 - waited til 10:00 and had to go to work. The website says open at 9. I went back at 5:15 - no one there. Called left several messages and no one returned my calls. Went back on Mon at 10:00 waited til 10:20 with 3 other people - no one in the shop. Came back at 6:30 - no one there. Same on Tuesday. Same on Wednesday Morning. Finally on Thursday I found someone in at noon and they very kindly brought my repaired vacuum to my car. Got home - works great. Happy with the repair. I spent a lot of time trying to get it back.

Took in vacuum for replacement of a part as it had minor issues. First impression: When came in to the store, the person on desk offered me assistance. So I started giving him details of the problem with the Vacuum. During this time, another customer came into the store. While I was talking to the store guy (which was not more than 5 mins in total), the second customer left. The store guy said that he lost a customer because of me. Really..? is that how you treat a first time customer bringing you business I wondered!! Anyhow, I was told to leave the vacuum and they will order parts which will be delivered on one day delivery by the manufacturer. I gave them 5 business days and went to collect the equipment exactly after one calendar week and I was told that the parts haven't arrived. As an authorized reseller and service provider, I would expect that it should have a better capability to check the parts delivery status and timeline and then follow up with the customer if there is a delay to the originally scheduled date of pick up. No such contact was made by this business until I showed up at the store several days after the original date of the pick up. Eventually, I returned driving back home 20 miles one way with the promise by the store that the part will arrive and the machine should be fixed in the next three business days. I ended up giving them another full week and went back for picking up the vacuum only to find out that actually the needed part is no more available with the manufacturer. I would expect that this reseller should have some capability to know what is available and what is not available with the manufacturers they represent within a reasonably efficient timeline. Either way, if they realized that something was not available, it should have been their responsibility to follow up with me as a customer over the phone asap and again no such contact was made by this business until I showed up at the store several days after the original date of promise for pick up. At this time, the reseller offered me full refund. To my shocking surprise, I found that the machine wasn't working anymore and was dead now after they had changed one of the two required parts that had in their inventory. I was told that the one part which was not available with the manufacturer may be available somewhere online and if I can somehow find it, I should bring it to them and that they will fix the machine for good. So I found the correct part online, took it in to this store where I was given yet another shocking denial that actually this part won't suffice. The only explanation given to me by the person at the store was that he is the Technician the last guy who had advised me to bring the part and they will fix it, is not a technician (the latter claimed to be the manager). I paid cost of the part $60 Plus shipping with return policy restricted to incorrect model only. So I got stuck with that loss plus 4 visits of 20 miles each way to this store with a net result of no resolution. Save your money and go to the manufacturer, I found this staff very inconsistent with what they claim or say, and no respect for customers or professional courtesy you would normally expect at any retail business store. (BTW, STAY AWAY FROM HOOVER - THE COMPANY DOESN'T CARE BECAUSE IT HAS BEEN ACQUIRED BY SOMEONE ELSE AND THEY WANT TO FINISH THEIR EXISTING INVENTORY WITHOUT ANY FURTHER SUPPORT TO THEIR PRODUCTS!!).

I will use and recommend Ace Vacuum in the future.

I had debated using Sears at Dulles Town Center or Ace - so glad I chose Ace. They were able to quote me a cleaning price upfront when I called (Sears would not even give me an idea). I did get a call from the store when they saw something potentially wrong...but they called me back and said they were able to repair the broken piece without me incurring additional expense over what they quoted me to replace it. So glad! This was really great because my Dyson was actually purchased from Overstock.com as a refurb 6 years ago!

The perfect experience. Took in an old Kirby vacuum that would not run. The found the problem and fixed it cheaply. They are a wealth of information on vacuums and are very professional. The took a great deal of time educating us on various brands and models. No pressure to buy a new vac. Highly recommend!

he service was provided as promised with the estimate the same as the final costs.

unknown

Very responsive. I went with the vacuum and John, the owner, showed how much suction was coming through the vacuum, told me he would completely bring it back to the state it was in when purchased -- and he did. Its an expensive vacuum cleaner and worth fixing. They completed the work 2 days sooner than promised.