Company Reviews 18

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.

I recently moved into a house and was left with central vacuum that wasn't working correctly. I researched and found THINK VACUUMS. Each person I spoke was better than the last. I was recommended to purchase drain vac vacuum. That was extremely reasonably priced. UPS delivered it within 3 days with no problems and everything was in the shipment. We discussed my order as to what exactly I would need to suit my old inlets etc. and to my delight a smooth wonderful experience dealing with this company and I will highly recommend them to all my family and friends.

If I can give them 20 stars, I would holy cow. I am from Alabama been doing business with think vacuums as a consumer for 25 years, their staff has the best customer service I have ever come across that says a lot coming from a fortune 500 company I know customer service comes first knowing how to treat a customer is more important and build a relationship. I don’t feel like a customer at think vacuums I feel like family can’t wait to make my next phone call to make a few purchases and check on my second home.

Horrible, horrible company! Buy ANYWHERE else. Obnoxious staff who don’t listen and talk over you. Was hung up on twice while I was trying to get a resolution. When I was asking a question about my order, a loud-mouthed woman actually told me to shut up. They sent the wrong product and then argued about the return. Then the owner said he would not sent me the correct item AND he would not refund my money. Had to open a complaint with my credit card company. Very nasty dishonest people. Avoid at all costs.

Amazing experience buying from thinkvacuums, their customer service is truly the best and top notch

Return the central vacuum cleaner that was supposed to work with my hose but it did not. We returned this vacumm cleaner weeks ago and they still don't want to credit me. I took it to fedex to package and send it as I had a feeling they would have an excuse of not credit me and i was right. Had to open a case with my credit card company. Their reviews for them are poor as well.

I've had two occasions whereby I had an issue with ThinkVacuums.com. In both cases, I filled out the order form online including my payment method. I received a confirmation both times. However, in both occasions I had to call when the order did not come. I was told that there was no payment so the order was canceled. Both times, I had to give my card numbers over the phone. In the case of the second order I received a call saying that what I ordered on their site was no longer available so I canceled the order. That was two weeks ago and I'm still waiting for my card to receive a credit.

The photograph of their central vacuum pipe shows Bell end pipe. I ordered several $100 worth of this pipe it arrived not a spell in but standard pipe with a bunch of fittings which doubles the air resistance in the tubing when the vacuum is on. There is print if you click on the more information button that says they're out of Bell end and there are no refunds on what they send you. Clearly false advertising as they could as easily update the product photo instead of adding hidden text saying what's in the photos out of stock and there will be no refunds.

Horrible company. I called because they didn’t deliver some of the items that I ordered and was hung up on half a dozen times. I was being polite and asking about why there was an item missing and was hung up on by a guy. I called back many times and was hung up on over and over before I could even speak. Finally a lady named Abby answered the phone but she was extremely rude and didn’t help at all but just brushed me off.

Absolutely terrible customer service. No one calls back. No one can answer any questions about a refund for an order I sent back. Products are good but you had better get the correct one on the first try. If not, you will be stuck with what you ordered without a refind.

I ordered a product from their website on December 14th. The next day a representative called me and told me the item I ordered was on back order and would be delayed. After almost 2 months I still had heard nothing or received any type of communication. I reached out to the company a very rude representative informed me that their supplier could not supply the product and tried to pass the buck that it was the suppliers fault I had heard nothing. I told the representative that I wanted a refund and she said that a manager had to issue the refund and it would take 10 to 14 business days. I filed a complaint with PayPal and received an immediate refund. The product is still showing available on their website and they are still receiving orders for a product that they cannot deliver. This is a borderline fraudulent company taking compensation for products that they cannot deliver, and then when you complain they get belligerent with you! Absolutely do not do business with this company. We have a central vac system that we need to replace all of the accessories, powerhead hoses, and attachments which we were planning on purchasing from this company, we will definitely not be doing that! Companies like this are reminder that you should always check reviews like Trust Pilot or Google before doing business!

You would think that I would have learned my lesson after 15 years and multiple bad experiences, but I decided to give them one more shot….terrible mistake. As usual, their customer support folks are the worst ever. Very rude and unprofessional….not only that, but I took 6 calls and 15 days before they shipped my items. Definitely done. Definitely better companies out there.

I definitely Do Not recommend this company!

I checked prior to ordering that the vacuum was returnable. Waited weeks and finally called for a tracking number and learned it was lost. The second shipment was also delayed. I gave up and bought a vacuum. When their order finally arrived I called to initiate the return and received instructions. It cost $53 to return via UPS. The refused the delivery and refund saying I had no proof…but would I have spent $53 to return the vacuum if I had been told it would not be refunded? I urge caution in considering the credibility of this company.

I called Think Vacuum to try to replace the "outer filter" for my DustCare central vac system. I gave them the original part number but was I was told by Think Vacuum and a couple of other vacuum suppliers that that This item was no longer made. I asked if there was a compatible part and was told there was and I bough 6 of them. I cannot make them work with the system I have and after calling earlier today, got return instruction. Paid $18 to return them this afternoon. When I got home, I called to see if I could get reimbursed for the return shipping, I was told "no". If that is the company policy then so be it - but I was treated in a very impatient manner, very rude. I was told that he couldn't prove or know that it would work and etc. I was trying to explain why it wasn't compatible and was made for a different system that I have, when he hung up on me.