Site said covers would work for 99% of systems. They do not function for my system. I really hope they take returns and donrsquot try to pin return shipping costs on me. What a hassle!
(MD Notes: We regret to hear that the inlet valves the customer ordered did not work with her Budd system. Most Budd systems were installed with non-standard inlet valves. We provided a prepaid shipping label to the customer to help facilitate the returns process.)
I have a central vacuum system in my home. I called for a service call since my system was not working. I was contacted by Joe Bieber who came out the same day and checked my system. This surprised me because the day I spoke to Mr. Beiber was 3 July 2019. The day before a holiday. He arrived when he said he would and quickly diagnosed the problem. He was very knowledgeable and professional. Mr. Beiber not only found the problem but had a replacement system on his truck to replace my system, which he did all in the same day. I was very impressed with Mr. Beiber and would highly recommend him to any one who is having vacuum issues. Thanks for a job well done.
I'm not aware that I ever got a backorder notice. I had to call to inquire why it was taking so long
(MD Notes: We regret to hear you did not receive a back order notice. We strive to ensure our customers are notified of any back ordered item(s) by means of a note on our website, a notice in the checkout process as well as an email notification. It does not appear we have your email address in our database. We will add it to your account to ensure you receive the shipment notification when we ship your order.)
Many thanks! A local service provider told me my system was dead and needed a full replacement. Not so. In a few days I had my parts, followed your detailed yet simple instructions, and installed my new central vac motor. I bought my new hose from you. It all works great. Thanks for great service, a great website, clear instructions, and giving me the confidence to fix my problem.
Thanks for your replacement hose. Adapter cord was missing but came promptly after I called to report it missing. Works great and 23 cost from Beam store.
Very good service &hehp thank you.
John
Very helpful when I couldn't find the adapter plug. She described the part and where it might be located in the package. Stayed on line while I looked through box. Very courteous and patient.
Customer service was very responsive when I had an issue with one of my products. A replacement was quickly sent and the follow up was great.
Excellent customer service 5 stars
Still waiting on part of my purchase made on March 15, 2019. What happened to the:
BASIC CAR KIT
Part #: 416CAR
(BIV Notes: Customer was contacted regarding the ETA of the 416CAR)
The part was shipped in bubble envelope and was damaged. I contacted customer service the next business day and they sent me a replacement in a box this time and the replacement was ok. Quick and friendly customer service.
Erica was extremely helpful and very professional.
Replaced my 11 year old central vacuum motor that had passed on. The replacement was identical with a recent manufacturing date. Its so quiet I had to walk over to make sure there was air flowing. The motor was well packaged with its 13 lbs securely floating in packaging that kept it centered in the box for the entire trip. Communications on the transaction and shipping were just what I expect in a purchase.
I ordered a part on Saturday afternoon it is now Sunday night.
I have received a confirmation e-mail every 9 minutes followed by another e-mail one minute thereafter. So 12 per hour now for 30 hours- 360 and counting. Can not call to stop its a weekend. A unique terrible experience.
(BIV Notes: We are very sorry for the system glitch that caused so many emails to be sent to many of our customers over this 2 day period. We rectified the issue as soon as we arrived on Monday morning. Luckily the emails were the only thing that duplicated, but we understand the frustration this caused.)
The hose I selected on line would not work with my old system, your agent (on phone) explained exactly what I did need and it works perfectly. Thanks!!!
The worst Central Vacuum company. Non patriotic and terrible customer service. Refused to help a disabled veteran out and made the warranty Exchange more difficult for me to physically handle. They said it's your problem not theirs. The only manager who will speak to you at this company is Dominic and good luck with that. nobody higher than her will give you a minute of their time to assist in any way. That demonstrates how important customers mean to them. I only had my central vacuum system for 3 years and the motor stop working along with poor quality components on the unit which is causing my canister to rust. The warranty process is the worst. It's a slow process so invest in a backup vacuum.
MD Response:
Dear Peter,
We are quite saddened by the response you left online reviewing our company. It appears that we disappointed you in three areas: 1) We did not honor you as a disabled veteran, 2) We provided terrible customer service, 3) The quality of our products is poor. I would like you to consider our response to each of these claims because we take these quite seriously. If after reading this response you see our perspective, we would kindly request that you recall any postings you may have made online. If you do not feel that we have addressed your issues, we will be posting this response where deemed appropriate.
Claim #1. We did not honor you as a disabled veteran: We greatly appreciate any and all who serve or have served in the US military, especially those who have sacrificed parts of their lives (or bodies) that cannot be restored. We have provided many free central vacuum systems to our local Wounded Warrior Project Bakersfield knowing the honor that disabled American veterans deserve. We have hired vets and see the extra value that they provide to our operation. Our owner, Wayne Emdy was a Vietnam War veteran until his untimely death in 1992 and both of his children served in the US military with various tours abroad. We partially understand the sacrifice you have made. You did state in your conversation with our staff that you were a vet and we did try to accommodate you above and beyond requirements, even offering to send out shipping supplies and a return address label to recall your power unit to the factory. We are the manufacturer and certainly cannot provide staff to travel to your home to replace any product that might be considered under warranty. By the way, all of our manufacturing and customer service is located 100% in California, USA, a very difficult state to run a manufacturing operation.
Claim #2. We provided terrible customer service: It appears that you initially were dealing with an independent dealer of ours in your region. His communication with you was that he could not get a hold of us for a week. That is not a normal occurrence as per the 3443 Customer Service reviews that are shown on our website. We are very clear that our offices are only open Mon-Thurs and we work diligently to respond quickly to all requests. I actually was at a trade show in Las Vegas with him the very day you initially contacted our factory. You called us February 11th indicating a problem of “rust” and a motor that stopped working. Over the next day we worked with your dealer to better determine exactly what the issue was. You spoke with three different staff members; Ally, Jenny and their supervisor Dominique. All three of these representatives have been with MD for a long time, Dominique for 15 years. They have been given full authority to handle all warranty and service issues. Your request was for a completely new power unit but the pictures provided indicated that there was a scratch, less than an .5 inches long right above the utility valve, partially hidden by the valve. For this you wanted a full replacement for your three-year old unit. The following day after you initially contacted us we sent out the packaging to you to return the product to us. That same day you posted your review on our website indicating that our warranty process “is a slow process.” We do not see how we could have sent anything out to you sooner. From what I found, all of our staff were courteous and listened carefully to your requests offering reasonable options to resolve your issues.
Our staff explained our warranty covers all parts and that if you returned it to the factory, we could determine if there were any defects. We even offered to send you all shipping supplies free of charge along with a call tag to pick the package up on our dime. We indicated that if there was a defect we would repair it and ship it back to you as a priority. We received your unit Monday, February 25th - Tracking #774492475664. We returned it back to you the same day Monday, February 25th - Tracking #785695344517. Records indicate it was returned to you Thursday, February 28th. There was no charge for any of this service. From all indications our staff listened attentively to each of your calls and requests and attempted to meet your needs, short of simply sending you out a brand new replacement unit.
On one of your online postings you indicated that we “pick and choose” what reviews are posted on our website. Other than blatantly false and spam reviews, we do post ALL reviews on our site. Your issue was rather complex, now requiring my personal review and I apologize for not getting this uploaded quicker. Your post will be put on our site with our response unless you tell us otherwise.
Claim #3. The quality of our products is poor: Your presenting issue was “rust” on the unit. Your own picture as seen below indicates a small scratch right above the utility valve.
We did not find any rust on this component, only a scratch which was likely caused when the utility valve was lifted which likely was caused by the valve being inserted tighter than necessary. Remember that this unit is three years old and likely is located in the garage of your home. Because of your initial comment to one of our staff that the unit had stopped working, we ran the unit for a prolonged period of time and did not find anything wrong with it. See the attached video that we took of your unit in operation. Not finding any indications of any problems we did replace both the entire can and the circuit board just to make sure you had no further issues. It is possible that other issues within the system may have caused this failure including the low voltage wires in the home, the hose, and even the electrical circuit breakers in your home.
While we are not a perfect company by any means, we work diligently with each and every customer to understand their needs and to meet them in the most efficient manner for all parties involved. We regret that you feel that our level of service was not adequate for your needs and would hope that we can earn your trust back in the future should you have any other central vacuum needs. Again, thank you for your service to our country!
Smith
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