Respected sir/madam,
On 11/2/2010 Aqua Solutions & Rainbow Vacuum salesperson, Donna, arrived to demo a Rainbow Vacuum Cleaner to my elderly parents and they were promised free steak knives as a gift. They informed Donna they were under guardianship and should not sign contracts. Donna ignored the guardianship issue and convinced them to sign a contract for an overpriced Rainbow vacuum cleaner ($2400). My parents made a $200 deposit payment via check.\r\n\r\nOn 11/4/2010 My parents/wards called me to inform me of the new vacuum cleaner and the contract. I explained to my mother that the vacuum was too expensive and the contract should be canceled and my mother agreed that it was too heavy for her to handle when water was in the unit (she weighs 100 lbs).\r\n\r\nWe canceled the contract within the federal guidelines for rescinding a contract (72 hours) and Donna said it was a shame because the vacuum was just what my father needed as my mother smoked so much it bothered his lungs. (My mother smokes one cigarette a day under the oven hood which ventilates the smoke). Regardless, I told Donna she should never have taken a contract from them once she was informed of the guardianship. Donna said they would pick up the vacuum in the next few weeks and the $200 deposit would be returned. The vacuum cleaner was picked up and the check and steak knives were never delivered.\r\n\r\nOn 3/29/2011, my mother reminded me that she never received the steak knives or the deposit. I called Aqua Solutions and spoke to Alexis who told me she had been on maternity leave during the cancellation period. I faxed her a copy of the cancelled check and waited for the $200 deposit refund and steak knives.\r\n\r\nOn 4/16/2011 I began a week-long ordeal of trying to get Dawn Adair, the General Manager, to return my calls. I was told various stories that Dawn would get right back to me, that Dawn was in a meeting, that Dawn was out of the office but would call when she returned, etc. etc. etc.\r\n\r\nOn 4/20/2011, I filed a BBB complaint and learned that Paul Merlino is the Owner and there are 15 complaints regarding not refunding deposits, service issues, customer service, etc.\r\n\r\nOn 4/26/2011 - Dawn called my mother\\\\s house and I answered the phone. She actually SPOKE to me. Dawn informed me that her Legal department told her she did not have to talk to me because I was not on my parent\\\\s check - I told her I don\\\\t have to be ON their check as I am on their bank account. I\\\\ve never heard of a Legal Department advising non-communication rather than requesting the Guardianship paperwork which would have resolved this 5 months ago. Besides my parents were the ones who cancelled the contract and were entitled to the $200 deposit refund months ago without my intervention. Dawn said my parents really, really, really wanted the vacuum cleaner and made me out to be the bad guy because I MADE them return it!? She also said that they thought my parents were putting the vacuum on lay-away and that the $200 was a down-payment!? (Doesn\\\\t that require the signing of a lay-away contract?) At one point, I asked Dawn if she\\\\d like to speak to my mother and she said she didn\\\\t want to get in the middle!? Layaway or Guardianship - Dawn can\\\\t even keep the story straight on why she\\\\s stealing the deposit.\r\n\r\nI reminded Dawn about the promised steak knives gift (which was the main reason my parents agreed to the demo to begin with) and she said it was up to the salesperson which gift to give - steak knives or a vacation coupon and that they no longer even offered the steak knives. I told her they never received anything. Donna said she left a coupon in a white envelope on their kitchen table and maybe because they are under guardianship they threw it away!? I told her NOW you acknowledge the guardianship issue but not when the contract was signed? My mother is Japanese not senile - the language barrier makes it difficult for her to be understood not for her to understand.\r\n\r\nI told Dawn if they\\\\re entitled to the vacation voucher then give them the voucher. She said she would have to cancel the previous voucher which would cost my parents $30 in order to re-issue a replacement voucher. I told her to keep the voucher and mail the deposit refund check for $200. She told me there was a $50 restocking fee to clean the vacuum cleaner but she would mail the check out TODAY. I told her it would have been nice for Donna to reveal that up-front whether or not it\\\\s in the contract they signed but fine, send the check for $150.\r\n\r\n4/27/2011 - Received an email response from the BBB stating that Aqua Solutions responded they would be happy to resolve this problem if I would provide POA on my father. (Apparently, they thought I only had Guardianship and not POA - they were wrong!) I faxed a copy of the POA to BBB and asked BBB to fax it to Aqua Solutions.\r\n\r\n5/20/2011 - Called BBB to follow-up on Aqua Solutions response. There was no further response so the complaint was being closed as \\\"unresolved\\\".\r\n\r\n6/10/2011 - Called PrePaid Legal to prepare and send a Demand Letter for $165.00 from Aqua Solutions. ($150.00 deposit refund and $15.00 for mailing costs). I also filed a complaint with the FTC.\r\n\r\n7/8/2011 - Filed complaints with YELP, LasVegasComplaints.com and called the Senior Citizen Law Project for referrals regarding scams against the elderly. Referred to the Nevada State Department of Aging & Disability.\r\n\r\n7/14/2011 - Received a call from the Dept of Aging & Disability and the lady called Aqua Solutions where Alexis told her they did not know where to send the check but a check had been sent for $150. Interesting since they have my parents\\\\ address on their contract. She also said my parents said they were able to sign contracts so that\\\\s why Donna took the contract. I asked if Aqua Solutions had provided a copy of the check they claim they sent - she didn\\\\t receive anything.\r\n\r\nContacted the Regional Supervisor for Rainbow Vacuum Cleaners who contacted Dawn to try to resolve this. Dawn Adair, once again, lied about mailing out a check for $200 immediately.\r\n\r\n8/11 /2011 - Paid ConsumerComplaintsAgency.com $25.00 to try to resolve this no-brainer case. At this point, Aqua Solutions owes $250.00 including costs-to-date.\r\n\r\n8/30/2011 - Contacted Small Claims Court and attempting to use their Mediation process before filing in court which will cost an additional $46.\r\n\r\nAt this point, as far as I\\\\m concerned - Aqua Solutions, especially Dawn Adair, the General Manager, and her slick salesperson, Donna Loviccia, steal from the elderly, push people into signing contracts and promise gifts and then switch the promised gift \\\"bait & switch\\\" in order to lure people into letting them into their homes for so-called \\\"free demos\\\" that end up costing thousands in fraudulently obtained contracts and they are doing this with the apparent knowledge of the business owners, Paul & Teresa Merlino. They have lousy business practices and even worse customer relations skills. Please avoid them and tell all your friends and family to avoid them. That\\\\s the only way businesses like this are forced to close and never screw anyone else.