Essex Vacuum Inc. — Local services in Salem

Dropped off my RugDoctor Flexclean to Essex Vacuum on 7/26/21 to get fixed since it was still under warranty. Initially, I was informed that it would take about 2 weeks to get fixed since they were backed up. I wasn't in a hurry so I wasn't too worried about it. However, when I called to follow-up, I was informed by the owner that it would take another couple of weeks. Each time I called, I was continually reassured that my vacuum would be fixed the following week. On 9/29, the owner informed me that someone would be able to fix it the next week if I called on Monday to remind him. When I called on that following Monday the 4th, the owner initially forgot we even had this conversation and then proceeded to inform me that it would get fixed. When following up on 10/8/21, I learned no one even looked at the vacuum; I picked it up that same day despite further reassurance it would get fixed.

I understand that a company would be quite busy. However, I think it is quite unreasonable to have to wait 2+ months to have a vacuum fixed. It is also dishonest to be told that the vacuum will be fixed (in whatever timeframe is provided) and it hasn’t even been looked at. Based on a previous negative review, it doesn’t seem like it would have gotten fixed at all even if I had it there several months. Granted, I could have picked up my vacuum sooner; unfortunately, I did not live close enough or had the time to drive an hour to one of the only RugDoctor-approved locations...

Took my Oreck air purifier in for warranty service two months ago. After excuse, after excuse it's still not repaired. They never answer the phone - always goes to voicemail and when they call back it's another excuse of why it's not repaired. This time, when called by an Oreck representative while I was on hold an employee at Essex Vacuum stated he can't help because "the owner is on vacation for two weeks". So, Oreck told me I now have to go back to Essex Vacuum pick up my still broken product and return it to Oreck. Essex Vacuum is absolutely useless and awful, my advice is to stay away!

UPDATE 7/9/2019: Response to owners reply. The owner (Bruce) is correct that Oreck sent a replacement today, he did call immediately. Bruce was pleasant and very apologetic when I arrived at Essex Vacuum. After dealing with him today I understand that he is professional and that the prior issues had nothing to do with him but an employee issue and issues with Oreck so, I am adjusting my review from a one to a four as Bruce actually did respond and...

I brought my Miele vacuum into Bruce at Essex Vacuum on Black Friday just after the store opened. Bruce came right out of the back room as soon as I entered the store. I told him that my vacuum had stopped working, I was worried that I burned out the motor. I had also changed the bag which had been overfull with dirt. My vacuum started right up for Bruce but he told me that I still had to check the hose and the wand. He also told me a few things about my Miele vacuum, which was interesting and made me feel that I had a good vacuum even if it was 15 years old. When I brought my vacuum home it started right up after I attached the hose. Apparently after I changed the bag it did not start up right away ---- after a while when I brought it to Essex Vacuum the it did. I did not pay Bruce any money and I would not have unless he detected a real problem and fixed it. I like that. And I appreciate knowing a little more about my vacuum which, probably, will carry me until I no...