Verimark Genesis Hydrovac Extreme

Well, I was not satisfied with the service given and the reply I got on my complaint. I requested that my complaint must be send to the CEO (as her details is nowhere to be found) for her feedback. They just did not reply to me after I have send reminders, not even to say the CEO cannot respond. I will yet again send a reminder, as VERIMARK did not leave any contact details in their respond above, leaving me to wonder how serious they are. The Genesis Hydrovac Extreme is a waste of money, and I had to save over a long period to buy this machine. I purchased it in May 2024. After limited use, in May 2025 there was no suction and the motor pump group had to be replaced. Again after limited use, in Feb 2026, the motor again did not want to work and I have sent it in again. The motor group, Sponger Seal and Suction Hose and Handgrip had to be replaced. This is unacceptable. The main pipe also got little holes in. VERIMARK said it is the consumer and normal wear and tear. As I said before, the machine is not even two years old, and with limited and careful use, the pipe is broken so easily. Really really bad quality.

It is currently with me at 963 Marlinstreet, Garsfontein. My machine and main host were inspected by VERIMARK. The motor group was replaced the second time!!! (I only have the machine for 1 year and 10 months" I quote from your reply above "Regarding the accessories, some items are considered normal wear and tear due to continued use." How could the main host wear and tear within 1 year 10 months. I do not even use the machine daily, only to wash carpets and furniture, and I DO NOT DRAG THE MACHINE with the host. This is proof of the poor quality. My other vacuum cleaner is 9 years old and the main host is still 100% in tack. This was my main issue, of which I lodge a further complaint. Meanwhile I did bought a new main host, and VERIMARK Parkview kept the one that was broken. So if you cannot give me a refund, then you could not solve my complaint. That is exactly why I wanted a response from the CEO. I hoped my complained would have been taken to heart, about the bad quality. I wish I never bought the machine. It was not at all what I expected. Just for your information, here is a copy of my original complaint. If you cannot give me a different answer, let it be. "Good day,My name is Franciska Swanepoel.I purchased a Genesis Hydrovac Extreme on 2024-05-05. Please see Attachment 1. I lodged a complaint at VERIMARK Parkview, Pretoria, and the Service Reception Form number is 141127.My complaint is as follows:

1. I bought the Genesis Hydrovac Extreme as I was advised that this machine replaced the BISSELL Big Green Clean Machine, which my mother purchased in the early 1990s. The BISSELL Big Green Clean Machine worked for many years without any problems. In 2023, one of the parts broke, which we could not replace as it was no longer available on the market.
2. I used my new Genesis Hydrovac Extreme for the first time in December 2024 to wash my carpets. I saved up for over six months to buy this machine. It cleaned my carpets very well. However, the extensions were extremely stiff to connect and remove, especially the wet brush and main brush parts. It was also extremely difficult to connect the pump host. I initially thought this was because the machine was still new. I then decided to use the machine as a vacuum cleaner as well, hoping that regular use would make the extensions easier to connect and remove.
3. I used the machine for vacuum purposes from January 2025 to May 2025 (five months) and never removed the main brush, as it was very difficult to remove. I cleaned the filters after every third use. I never pulled the machine by the main host when moving it; I always moved the machine itself. During this time, I noticed that the plastic on the main host was stretching significantly, almost as if it might tear, which concerned me.
4. In May 2025, I wanted to wash my carpets again, but the machine refused to spray. I ensured that all parts were attached correctly by watching the instructional video for this machine. The pump host was again extremely difficult to attach, as was the removal of the main brush and the connection of the wet brush. The machine still did not spray, and I therefore took it to Verimark Parkview. Please see Attachment 2. The unit had to be repaired. This was very concerning to me, as the machine was still relatively new and already required repairs.
5. After the note on the invoice warned about cleaning filters regularly to protect the motor, I decided not to use the Genesis Hydrovac Extreme for day-to-day vacuuming, but only for carpet washing and other deep-cleaning purposes. I then resumed using my old vacuum cleaner for daily use. This is a Bennett Read vacuum cleaner which I have owned for over nine years. To date, I have had no problems with this vacuum cleaner and have never had to replace any parts. The host is still in perfect condition, without any damage, and I use it in the same manner as I used the Genesis machine.
6. I did not wash my carpets again after the machine was returned in May 2025 and did not use my Genesis at all. In December 2025, I wanted to wash my carpets again. The extensions were still stiff to connect, and the pump host was very difficult to attach. The machine also struggled to start spraying water. My husband assisted me, and after much difficulty connecting the pump host, the machine eventually started spraying. I washed my carpets. When I cleaned the machine afterwards, I used a hosepipe to flush water through the main host to clean it properly. I then noticed water running through the pipe on the side where the host connects to the machine. This was extremely upsetting.
7. I took the machine back to Verimark Parkview again and lodged all my complaints. I was informed by the store assistant that I would need to replace the host myself, as well as the wet brush. I informed her that I was not satisfied, and she suggested that I speak to the area manager. I was told to leave the machine and that he would contact me.
8. The area manager, Jacob, then contacted me and explained that the host is regarded as wear and tear and that I would therefore need to replace it at my own cost. He stated that he replaced the pump host and noted that the wet brush was difficult to remove. I informed him that I am not satisfied with this outcome. I cannot understand how a host on such an expensive machine can wear out so quickly, especially after careful and responsible use. I again referred to my Bennett Read vacuum cleaner, which is more than nine years old and has never had any issues, with the host still in perfect condition. I can provide photos as proof if required.
9. To summarise, I am extremely dissatisfied with the Genesis Hydrovac Extreme. It is a very expensive machine, yet in my experience it does not come close to the quality, durability, or reliability of the BISSELL Big Green Clean Machine. I have since also read several reviews reporting similar complaints.
10. I respectfully request that VERIMARK replace the main host as well as all other parts that are excessively stiff to connect or remove. Given the price of this machine, its limited usage (I did not use this machine for longer than 8 months adding the times I used it together), and the care with which it was used, I do not believe the issues experienced can reasonably be classified as normal wear and tear.
11. I trusted the Verimark brand and purchased this machine in good faith, expecting a durable, long-lasting product. Unfortunately, my experience has been deeply disappointing. I would appreciate a fair resolution to this matter and look forward to your response.
12. Kind regards,
13. Franciska Swanepoel (Cell: ***)

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Info <***> | Wed 28 Jan, 15:11 | |
to me








Good day Franciska Thank you for informing us of your disappointing experience with the purchase of the Genesis Hydrovac Extreme. Please accept our sincere apologies for the disappointment and inconvenience caused. I have forwarded your complaint to the customer care/repair team to contact you regarding your complaint. Regards
|
| Info
| | +***0 | | | E: | *** | | | https://www.verimark.co.za/
|



Khanyisile Sibisi <***> | Mon 2 Feb, 14:52 | |
to Parkview, me, Info








Good day valued customerThank you for your email.Kindly note that spare parts are considered consumables and are therefore not covered under the guarantee. The leak in the hose cannot be repaired, so a replacement hose will need to be purchased.Your motor has been assessed and found to be faulty, with low suction power. This will be replaced at no charge under guarantee.Please see the attached repair quotation and advise if you would like us to proceed with the repairs.Best Regards,Khanyisile Sibisi
Customer Care and Repairs ConsultantDirect Tel: +***5 DISCLAIMER: This e-mail, including any files transmitted with it, may contain confidential, private, or privileged information. If you are not the intended recipient orhave received this e-mail in error, you are prohibited from using, disseminating, distributing, or copying this e-mail or any file attached to it. Please notify thesender immediately by e-mail or telephone and then delete the original e-mail and any attached files from your system. Any views expressed in this communicationare those of the sender unless the sender specifically states them to be those of Verimark (Pty) Ltd. Verimark is a private company registered in South Africa withregistration number *** and Registered Office at 50 Clairwood Avenue, Hoogland Ext 55, Randburg, 2194, ***, +***0.While Verimark has taken reasonable precautions to ensure no viruses are present in this e-mail, the recipient must scan this e-mail and any attached files forviruses. Verimark cannot accept any responsibility for any loss, liability, damage, or expense resulting directly or indirectly from the use, access, and/or downloadingof any files attached to this e-mail message.
Regards
|
| Khanyisile Sibisi
Customer Care Consultant
E: | ***
T: | +***0 | 50 Clairwood Ave, Hoogland Ext 55,
Randburg, South Africa, 2169

PO Box 78260
Sandton
2146

https://www.verimark.co.za/
| | |

DISCLAIMER: This e-mail, including any files transmitted with it, may contain confidential, private, or privileged information. If you are not the intended recipient orhave received this e-mail in error, you are prohibited from using, disseminating, distributing, or copying this e-mail or any file attached to it. Please notify thsender immediately by e-mail or telephone and then delete the original e-mail and any attached files from your system. Any views expressed in this communicationare those of the sender unless the sender specifically states them to be those of Verimark (Pty) Ltd. Verimark is a private company registered in South Africa with registration number *** and Registered Office at 50 Clairwood Avenue, Hoogland Ext 55, Randburg, 2194, ***, +***0.While Verimark has taken reasonable precautions to ensure no viruses are present in this e-mail, the recipient must scan this e-mail and any attached files forviruses. Verimark cannot accept any responsibility for any loss, liability, damage, or expense resulting directly or indirectly from the use, access, and/or downloadingof any files attached to this e-mail message.
| But wait…..there’s moreFrom: C S <cisvi****mail.com>
Sent: Wednesday, January 28, 2026 1:32 PM
To: Info <***>
Cc: Parkview <***>
Subject: Complaint re Genesis Hydrovac Extreme
Good day,
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C S | Wed 4 Feb, 09:16 | |
to Khanyisile





Good day,I acknowledge receipt of your email dated 2 February 2026.I must state that I do not feel like a valued customer based on the handling of this matter.As no alternative solution was offered, I accepted the quotation provided, which is attached for ease of reference. However, please take note of the following concerns:1. The information stating that spare parts are considered consumables and therefore not covered under the guarantee, and that the hose cannot be repaired and must be replaced, was already known to me.2. This was precisely the reason for my detailed email and formal complaint. I specifically requested that VERIMARK consider replacing the main hose due to the poor quality of the part.3. I am disappointed that the response I received appears to be generic and does not reflect proper consideration of the issues I raised or the request I made.4. A further and very serious concern is that the machine is not even two years old, yet this is already the second time that the motor requires attention. This raises significant concerns about the overall quality and durability of the machine.5. At this stage, I would prefer to return the machine and receive a full refund so that I may purchase a better-quality alternative. I saved for a long time to afford this machine, and I am extremely disappointed with the experience.6. I formally request that this matter be escalated to the CEO of VERIMARK and that she personally respond to my complaint after proper consideration. As her email address is not publicly available, I will await her response via my email address.I trust that this matter will now receive the serious attention it warrants.
Regards,
Franciska SwanepoelCell: ***S


My issues is, i never even got an answer on my last email and reminders. If you cannot give me a different answer, just let it be.