Company Reviews

WARNING: The 25-year motor warranty they advertise for their Drainvac units is not actually honored. Mine had bearing failure at 6 years. My 9-gallon Viper DrainVac motor developed bad bearing problems, the shaft had severe wobble, and the motor quit working. When I contacted them for warranty coverage, they rejected it claiming I couldn't show that motor brushes were replaced every 5 years or 500 hours. That makes zero sense since bearing failure has nothing to do with brush maintenance. They used this technical excuse to deny my claim. After refusing to help, they offered to sell me a replacement motor for $349 when the same motor costs $124 elsewhere, or a full new unit for $1049. If you're thinking about buying from them, understand that motor warranty basically means nothing unless you have detailed maintenance documentation. Very disappointing.

I had a truly terrible experience with this company. They couldn't even manage the simplest customer service tasks, and the staff members I dealt with were incredibly rude and unhelpful. Every time I reached out for assistance, I felt ignored and dismissed instead of supported. I understand problems happen, but the total lack of professionalism made everything infinitely worse. I honestly can't in good conscience recommend them to anyone. The other reviews saying the same thing are absolutely right. Their representatives are arrogant and dismissive.

Called looking for filter information for an older system in my new home. The person who answered cut me off immediately and told me to do my own research. I explained that I was already researching and wanted expert advice since I'm new to this. He was short and dismissive, acting offended I'd ask about anything outdated. He said just replace the whole thing, even though my system works fine and I only need a filter. When I tried to clarify what I was actually asking, he got defensive and refused to listen. Because it's an older model, he refused to help and then abruptly hung up on me. I would never purchase from this company even if I decided to upgrade. They lost my business and I'm warning everyone I know to stay away.

Terrible company to work with. I shipped back a central vacuum unit and a plastic handle from another vacuum. They only refunded me for the handle, not the actual vacuum. After waiting 45 days, I finally got a refund but they slapped a 25% restocking charge on it. I called weekly asking about the status and kept getting the same runaround - they'd promise next week and then nothing would happen. During my final call, a representative claimed there was no evidence I sent the vacuum back since I didn't photograph it inside the box. I pointed out their return instructions never mentioned taking pictures. Fortunately I had my FedEx pickup, which has video and photo documentation of the packed item being shipped. The box weighed 11 pounds, which I told her is impossible for just a plastic handle, but she completely dismissed that fact. I followed their guidelines exactly, yet they challenged me at every single step. This lady kept hanging up whenever I called with questions. They clearly thought they could get away with this. I warned them I'd file complaints about their practices.

After I moved into a house with a broken central vacuum system, I discovered Think Vacuums online. Every single person I spoke with was fantastic. They suggested the Drain Vac unit, which had reasonable pricing. UPS dropped it off in three days, everything arrived intact, and nothing was damaged. We talked through exactly what I'd need for my old inlets, and everything went incredibly smoothly. This was the best company experience I've had and I'm definitely recommending them to everyone I know.

If I could give them more stars I absolutely would. I'm from Alabama and have been a customer for 25 years - their team has the best support I've encountered, and I've worked in major corporations where customer service matters. They understand that treating people right and building relationships is everything. I don't feel like just another customer, I feel like family. I'm always excited to call and make purchases or check on my vacation property.

Absolutely horrible, awful company! Shop anywhere but here. Their staff is obnoxious, doesn't listen, and talks over you. Got hung up on twice while trying to fix the problem. I was asking about my order status when a loud woman told me to be quiet. They shipped the wrong item and then fought me about returning it. The owner flat out said he wouldn't send the right product and wouldn't give me my money back. I had to open a dispute with my credit card company. Nasty and deceptive people. Stay completely away.

Had an amazing experience shopping at thinkvacuums, their customer service was outstanding and really first-rate

Sent back a central vacuum cleaner that wasn't compatible with my hose system. Weeks passed after shipping it back and they refused to issue a credit. I made sure to send it through FedEx with full documentation because I suspected they'd try to deny it, and that's exactly what happened. Had to dispute the charge with my credit card company to get my money back. Their customer reviews are equally negative for the same reasons.

I've run into trouble twice with ThinkVacuums.com. Both times I submitted an order form online with payment info and got confirmation emails. But both orders disappeared and I had to call. They said payment didn't go through and canceled my orders. Both times I ended up giving my card number over the phone. On my second try, they called to say what I ordered wasn't available anymore, so I canceled. That was two weeks back and I'm still waiting for the credit to show up on my card.