When I dropped the vacuum off, the fellow at the front helped me plug it in and listened to (and smelled) what was wrong with my vacuum. He said he'd try and do a regular cleaning/maintenance on it, and if that doesn't fix the issue he'd deduct that cost from a new model. The maintenance would be about $25, and the filter would be an additional $25. I left happy. The vacuum was ready a few days, maybe a week, later. My husband went about paying the $50 for maint + filter, while I checked the vacuum's operation. It was working fine. However, when I opened it up, I found a cleaned (but not new) filter inside. I asked if we were being charged for the filter, and he quickly reversed that part of the charge, apologizing and excusing himself because he's not the one who does the cleaning... I feel he should have checked the work. I've waited for 3 weeks for the 2 filters we had them order to come in, but have never received a call. In the mean time I did my own research. I found one filter for sale from the dealer's site for $10 less than what Vacuums Unlimited wanted to charge me (that's 40% off!). I also discovered that the filter on my handheld is washable. I think the VU guys could have told me that, too. So, while I'm happy about having a working vacuum again, I am very disappointed with how they failed to handle my filter issues. I won't be going back.