Gennisus Clean master

Hi

Appreciate the response..

Repair no: 144391
Store: canal walk

According to cpa they should repair or replace. I would of preferred the replacement due to the fact that the machine went faulty in less than a month. I reported the issue twice which incurred traveling expenses as well as me initiating all calls with no feedback. Sometimes the brand needs to take ownership and do the right thing in terms of customer retention.

Dear Verimark,
This email serves as a formal escalation and expression of my absolute dissatisfaction with Verimark’s handling of my faulty machine and the complete lack of communication from Verimark. Three working days have passed and still no feedback

I have now been without my machine for 17 days, despite having owned it for only two months, and this being the second time it has been returned due to faults. The ongoing inconvenience has left me with no option but to revert to manual cleaning methods, rendering the purchase of this machine entirely pointless.What is most unacceptable is not only the delay, but the total absence of basic courtesy. In 2026, there is absolutely no justification for failing to provide even a single update, phone call, or estimated time of resolution. This level of neglect reflects either gross incompetence or a complete disregard for customers once payment has been received.It is also deeply concerning that Verimark appears content to retain customer machines for up to 21 working days, effectively stripping customers of a full month of warranty usage. This practice, combined with the lack of transparency, raises serious questions about compliance with basic consumer rights and acceptable business conduct.As someone who works in the customer service industry, I find this experience nothing short of disgraceful. The manner in which this matter has been handled has eroded any remaining confidence I had in Verimark as a brand.

Should i be holding my breath for any constructive feedback?

Good morning,
I am extremely dissatisfied with the handling of my matter and must formally place on record that no attempt was ever made by the store to contact me. On the contrary, I was the one repeatedly calling and was consistently told to wait 21 working days, with no explanation, investigation, or feedback provided by store staff at any point.Had I been properly advised or assisted when I initially returned the machine, I would have exercised my right to a refund. The fact that this option was not encouraged or discussed has resulted in an unacceptable situation that has now dragged on far longer than is reasonable.I require a clear and immediate answer as to:

1. How much longer I am expected to wait for a replacement, and
2. Why no proactive effort was made by Verimark staff to resolve this matter timeously.

This product has now cost me more than its value due to repeated travel expenses, wasted time, and inconvenience. Furthermore, the ongoing delay is unfairly eroding my warranty period, for reasons entirely beyond my control.In terms of the Consumer Protection Act, I am entitled to goods that are repaired or replaced within a reasonable time, without causing additional cost or inconvenience to the consumer. The current situation clearly falls short of this standard.I therefore require written confirmation as a matter of urgency as to whether:

• My warranty period will be extended to compensate for this delay, or
• Verimark will process a refund should the replacement not be available immediately.

Failure to resolve this matter promptly will leave me with no option but to escalate the complaint to Verimark Head Office and the National Consumer Commission.I expect urgent feedback and a definitive resolution.Regards,
Gadija

Good morning,“Frustration” is not an adequate word to describe the experience Verimark has subjected me to. Your response is dismissive and unacceptable, particularly given the circumstances of this purchase.This machine was purchased approximately one month ago and was used on only two occasions. Had this fault occurred after six months or more of regular use, I would have accepted the situation very differently. However, this is a nearly new product that has clearly failed under normal use, making my dissatisfaction entirely justified.As previously explained, the in-store test performed by the consultant does not replicate actual use. The consultant merely checked whether the machine sprayed, which is not an adequate test of functionality. I used the machine on two occasions for approximately 10 minutes at a time on the DEEP CLEANING function, during which the machine cut out completely. I further supported this by providing video footage, which appears to have been disregarded.At this point, I regret this purchase wholeheartedly. My previous requests for proper resolution were ignored, and I honestly believe that the only reasonable goodwill gesture at this stage would be a refund.That said, I require clear, written confirmation on the following without further delay:

1. Whether my warranty will be extended to cover the full period during which the machine has been in for assessment/service, and
2. Exactly when the replacement unit will be available.

The ongoing delays, lack of proactive communication, and failure to meaningfully address my concerns have left me with little to no confidence in the product or the brand. I should not be financially or contractually prejudiced due to faults and delays that are entirely outside of my control.I expect a definitive response and resolution as a matter of urgency.Regards,
Gadija

Thank you for your response and for acknowledging my concerns.
Once I receive the replacement unit, I will provide feedback on whether it performs as expected. I would like to note that I do not take pleasure in raising complaints or speaking negatively about companies. However, the lack of assistance from store staff left me with no alternative, and had I not escalated this matter, I am confident it would not have been resolved.I trust you understand that my actions were taken out of necessity rather than intent, and that my expectations are simply to receive a product that functions correctly and service that aligns with reasonable consumer standards.Thank you for your assistance in this matter. I look forward to receiving confirmation regarding the replacement.Kind regards,
Gadija

Hi,Could you please provide an ETA for the delivery of the replacement unit?Additionally, I would like to enquire whether it would be possible for me to collect the unit that was returned to the store and use it as a courtesy unit until the replacement is issued. This would assist in minimising further inconvenience while awaiting resolution.I would appreciate confirmation on both points at your earliest convenience.Thank you for your assistance.Kind regards,
Gadija

Hi
I am writing to formally escalate my complaint regarding the Verimark unit that was returned to me after assessment and deemed “not faulty.”I collected the courtesy unit and, upon using it today to deep clean a couch cushion, experienced the exact same issue as before. After approximately 10 minutes of continuous use, the unit stopped spraying completely. This confirms that the problem persists and has not been resolved.I recorded a video clearly showing the fault and have already sent this evidence via WhatsApp to the store consultant. At this stage, it is evident that the unit is not fit for purpose, despite prior assurances that it was functioning correctly.I no longer have confidence in this product or in further repairs or replacements. I am therefore formally requesting a full refund and wish to terminate any further engagement regarding this unit.Should this matter not be resolved promptly, my next step will be to escalate the complaint to the Consumer Ombudsman, along with all supporting evidence, including the video documentation.Please confirm who I can forward the video to for formal review and advise on the refund process and timeline.I expect a written response within a reasonable timeframe.Kind regards,
Gadija

Good day,
Despite allowing three business days for a response, I have received no feedback from Verimark. I am therefore formally escalating this matter to the CEO, Mr Mike van Straaten, and the Consumer Ombudsman.At this stage, I am requesting a full refund for the Clean Master unit. The product is marketed as a deep-cleaning machine, yet in practice it performs no better than a basic vacuum cleaner and fails under normal use.To recap:

• The unit was purchased approximately one month ago
• It was used on only two occasions
• It repeatedly cuts out when used on the DEEP CLEANING function
• The unit was sent in for testing and returned with a report of “no fault found”
• After collection, the same fault occurred again after a single use

This has resulted in a continuous cycle of inconvenience, travel costs, and wasted time, with no meaningful resolution. I have exhausted all reasonable attempts to resolve this matter through the store and technical support channels.The manner in which this issue has been handled from store level through to technical support has been appalling. Verimark appears to be quick to make a sale, yet unwilling or unable to provide acceptable after-sales service when a legitimate fault is reported.I am no longer willing to continue going in circles. I am therefore requesting immediate confirmation that a refund will be processed. Should this not be resolved without further delay, I will proceed with the escalation already noted.I expect a prompt and definitive response.

Regards,
Gadija

Thank you

I will be at the store today to return the machine.

Regards,
Gadija