CompanyReviews of thinkvacuums.com

The worst customer service ever. Management threatened me!!

I purchased the large central vacuum system from thinkvacuums.com, and it was a mistake. They delivered some of the items, but they were not all that they appeared to be in the photos. When I called them about the missing parts, they said they were an additional charge. I spent almost $1700 and didn't realize that all these items are available on HomeDepot.com at a cheaper cost. Sum it up: poor customer service; it took them over a week and two emails before I got a response. Misleading images on their website; could say fraudulent. The whole experience felt dirty.

Don't use these guys. Poor service. Waited virtually an entire week to actually ship a product which is terrible, but even worse they never responded to email inquiries or voicemails asking for status update. Do better. Update: ZERO emails from company even in spam.

WARNING: ThinkVacuum Refused to Honor Their 25 Year Motor Warranty That They Advertise on their Drainvac product line after a bearing failure at 6 years. The motor bearings failed in my 9-gallon Viper DrainVac after about 6 years. The shaft developed severe wobble and the motor eventually stopped turning. When I contacted DrainVac for warranty support, they refused the claim because I could not provide proof that the motor brushes had been replaced every 5 years or 500 hours. That explanation makes no sense. Motor brushes have nothing to do with bearing failure, yet they used that requirement to deny the warranty claim. It feels like a technical loophole designed to reject claims rather than stand behind the product. After denying the claim, they wanted to sell me a motor for $349 that I could buy elsewhere for $124, or a complete new unit for $1049, full price as listed on their website. If you're considering buying one of these units, assume the motor warranty is essentially meaningless unless you have detailed maintenance records for brush replacements. Disappointing experience.

Have a great day

My experience with this company was extremely disappointing. Not only did they fail to deliver on even the most basic level of customer service, but the representatives I interacted with were surprisingly rude and dismissive. I reached out multiple times for help, and each time I felt brushed off rather than supported. I understand that issues can happen, but the complete lack of professionalism made the situation far more frustrating than it needed to be. Based on my experience, I wouldn’t feel comfortable recommending this company to others. The other reviews about the service are spot on. Very arrogant.

I just moved into a new home that has an older system and called to ask about getting filters. The associate on the other end cut me short and told me to just do some research to find it. I said that is what I was currently doing - after searching the internet, I was calling to talk to an expert in the field that would know more about these things than a brand new homeowner. He was very abrupt and appeared offended that I would dare to ask about something so old. "Just replace it" he said. (It appears to work just fine, but I just need to find a filter. So why would I need to replace something that is not broken? He got upset that I would not let him answer my question - but he was not answering the question I was asking, but the question that he thought I was asking. I kept trying to get him to realize that his answer was not the question I had but he would not listen to me. So then he would not even talk because it is an older system and then rudely and abruptly he hung up on me. Even if I was to replace the system with a newer one, I would never buy the parts for that from here. They lost a customer and I will be telling all my neighbors to steer clear of this place too.

This company is awful. I return a central vacuum cleaner and a plastic vacuum handle (for my second vacuum cleaner). They refunded the plastic handle but not the vacuum cleaner. Only after 45 days they finally refunded me but not after taking 25% restocking fee. I called every week to see where my refund was and all I got was the roundabout. All I heard was next week you will get a refund, next week came and still no refund. On my last call with them this lady she said that there was no proof I that sent it back with the other plastic handle as I had not taken any pictures of the vacuum cleaner inside the box. I told her your instructions did not say take pictures of the items in the box. Lucky for me I had taken it to fedex and they have videos and pictures of them packing and sending it out. The box weighed 11 pounds and I told her that there is no way that a plastic handle weighs 11 pounds, and she ignored that comment. I just followed think vacuum instructions on returning it, but they fought me on every turn. This lady kept hanging up on me when I called to inquire. They thought they could get away with this nonsense. I even threatened them that I would report them to my credit card company she said do what ever you want to do. I had even sent them the receipt from the fedex which had tracking number, weight and dimensions on it. Thank god I had taken it to fedex for them to package it as I think that is when she realized that they could not get away with it as there are cameras inside fedex.