From: [redacted] *** < [redacted] @kirbywhq.com>Date: Mon, Dec 8, at 2:PMSubject: Complaint [redacted] To: "[email protected]" December 8, 2014Ms [redacted] ***Revdex.com of Northeast Ohio [email protected] RE: [redacted] Complaint ID # [redacted] VIA ELECTRONIC MAIL Dear Ms***: Thank you for allowing The Kirby Company (the “Company”) an opportunity to address [redacted] ’s (“Mr [redacted] ’s”) concerns regarding the Kirby Cleaning system he purchased from [redacted] , an authorized, independent distributorship of Kirby products located at [redacted] ***, Columbia, MO The Company manufactures high quality cleaning systems, which it sells to independently owned and operated businesses or “distributorships.” These distributorships then sell the cleaning systems to consumer end-users via in-home demonstrations As such, the Company’s relationship with the distributorships is that of vendor/vendeeDespite this vendor/vendee relationship, the Company takes complaints seriously A representative with the Company’s Customer Relations Department contacted Mr [redacted] on December 4, to discuss his concernsMr [redacted] advised the Company that the brush roller on his Kirby was not spinning due to his belt not being engagedThe Company contacted [redacted] and was advised that a representative would be sent to Mr [redacted] ’s home to assist him with his belt on December 5, The Company confirmed with Mr [redacted] that a representative came to his home and his machine is now operating properlyMr [redacted] also advised that he is satisfied with the resolution of this matter per our conversation with him on December 8, If you have any questions, please contact me directly at [redacted] @KirbyWhq.com or [redacted] at [redacted] Thank youSincerely, [redacted] ***Customer Relations SpecialistThe Kirby Company [redacted] ***The Kirby CompanyConsumer Relations Specialist
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below No resolution was provided by Kirby, they just further refused to accept responsibility for their product's damage I do not know the exact dates for some of the correspondence, but do not disagree with the events listed in Kirby's response letter They even acknowledged failure to respond when they were open I do disagree with them stating there's no way the damage was caused by their system, when it was Kirby support walked me through putting the new belt on and got called immediately after the damage occurred and advised me to call customer support during the week because they couldn't assist This is what I did I appreciate their speaking with Danielle on her improper handling of the situation and poor job performance in reviewing her voicemail messages and responding Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Again, Kirby is not taking responsibility for their product I suppose they'd argue that I magically made the old belt eat itself and suck itself into the bag? Kirby's people walked me through attaching the new belt, are they saying that their reps did their job improperly somehow? I called as soon as the damage happened I don't know what else I'm expected to do The vacuum caused scratching to my floors, end of story Regards, [redacted]
April 30, 2015*** *** ***Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: Revdex.com ID *** *** ***Dear *** ***:Thank you for allowing the Kirby Company (the “Company”) an opportunity to further address the concerns *** *** (“*** ***r”) raised to the Revdex.com regarding the alleged damage caused to her floors after using the Kirby Cleaning System. In response to *** ***’s additional comments, the Company reiterates that *** *** has been using her Kirby on her floors for over one (1) year and did not have any issues with the Kirby until the belt was replaced by *** ***The pictures that *** *** provided were forwarded to the Company’s engineering department for reviewThe engineering department stated that based on the pictures provided, the scratches shown are not consistent with the Kirby Cleaning System and indicated the Kirby is not capable of making such scratches. Additionally, after inspection of the power nozzle by the Company’s engineering department, no defect or issues were found with *** ***r’s power nozzleAs such, the Company denies *** ***’s request to repair the damage to her hardwood floor. Should you have any additional questions, please contact our Consumer Relations department at 1-800-***, Monday through Friday, from 8am-5pm EST.Sincerely,*** ***Senior DirectorBusiness Compliance and Contracts Administration
April 23, 2015*** *** ***Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: Revdex.com ID *** *** ***Dear *** ***:Thank you for allowing the Kirby Company (the “Company”) an opportunity to address the concerns *** *** (“*** ***”)
raised to the Revdex.com regarding the alleged damage caused to her floors after using the Kirby Cleaning System.As a matter of information, the Company manufactures high quality cleaning system, which it sells to independently owned and operated businesses or “distributorships,” These distributorships, through a network of salespeople or “dealers,” then sell the cleaning systems to consumer end-users via in-home demonstrationsAs such, the Company’s relationship with the distributorships is that of vendor/vendee.Upon receipt of *** ***’s complaint, the Company asked *** *** to provide pictures of the damages on her floor*** *** advised the Company that she has been using her Kirby on her floors for over one (1) year and did not have any issues with the Kirby until the belt was replaced by *** ***The pictures that *** *** provided were forwarded to the Company’s engineering department for reviewThe engineering department stated that based on the pictures provided, the scratches shown are not consistent with the Kirby Cleaning System and indicated the Kirby is not capable of making such scratches.The Company wanted to further investigate *** ***’s claim and asked that she send the power nozzle of her Kirby, at no cost to her, for inspectionA shipping label was provided to *** and the nozzle was received on April 16, 2015.After inspection of the power nozzle by the Company’s engineering department, no defect or issues were found with *** ***’s power nozzleThe power nozzle was returned to the address *** *** provided on April 17, *** *** emailed the Company on Saturday, April 18, asking if the Company had reached any conclusions in regards to her claim and advised that she was no longer employed at the address she originally providedThe Company was unable to provide *** *** with an immediate response as the Consumer Relations department only operates Monday through Friday, from 8am-5pm EST*** *** sent another email on April 21, advising that a co-worker contacted her because her power nozzle was deliveredThe Company emailed *** *** on the morning of April 22, confirming with *** *** that her nozzle and a letter of the Company’s findings were mailed out before the Company was made aware she was no longer employed at the address she provided.At *** ***’s request, the Company emailed a copy of the findings letter to her in which she responded by stating she would file a complaint with the Revdex.comThe Company responded to *** *** by apologizing for her frustration and advised that we would respond to her complaint with the Revdex.comThe Company apologizes for the conduct of the representative in which *** *** was working withThe representative was counseled in regards to *** ***’s complaint.Should you have any additional questions, please contact our Consumer Relations department at 1-800-***, Monday through Friday, from 8am-5pm EST.Sincerely,*** ***Senior DirectorBusiness Compliance and Contracts Administration
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On August 1st I responded to the email sent by Ms Paula J[redacted], Assistant Compliance Associate. I explained to Ms J[redacted] that until I received her voicemail I was unaware of any email correspondence, despite my checking, due to the emails being filtered to my spam folder. I was also out of town and unable to provide the requested information until then. She responded this morning asking for additional information, which I plan on providing today.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I stated the machine is working again after his visit but it is not working properly or the way it was the first 6 months of owning and operating it. I am happy with Mr. [redacted]ts services and told him that. The kirby company states to their salesman that it runs like new with proper maintenance and care and I was told it would always keep up the dog hair and it has not. That is not fault on the salesman but the manufacturer themselves. I don't need a vacuum that cannot get the dog hair up or the dirt. When I shampoo carpet after vacuuming now the water is mud when I shampoo carpet after vacuuming the first 6 months of using the kirby the water would pick up light brown. It would not be an issue if the machine was still working the way stated at time of purchase. I have all email discussions between me and Kirby headquarters and me and Mr. [redacted]t if needed.
Regards,
[redacted]
VIA ELECTRONIC POSTING
August 11, 2016
Ms. [redacted]
Revdex.com of Cleveland
[redacted]@cleveland.Revdex.com.org
RE: [redacted]
File ID #[redacted]
Dear Ms. [redacted]:
Thank you again for allowing The Kirby Company (the “Company”) an opportunity to address Ms. [redacted]’s concerns about the Kirby home cleaning system demonstration that took place in her home on July 21, 2016 by a dealer affiliated with [redacted] Enterprises, Inc., an independently owned and operated distributorship of Kirby products.
The Company has continued to investigate this matter, and conversations via telephone and email involving both [redacted] and Ms. [redacted] have been on-going. Ms. [redacted] confirmed to the Company that the paint stain on the carpet, that the dealer attempted to clean, was a pre-existing stain. [redacted] spoke with the dealer in question, and the dealer explained that he was asked to leave the home before he was able to complete his work on the stain and before he was able to complete the shampoo demonstration as well. The dealer further advised that there were other pre-existing conditions in the carpet.
[redacted] has offered Ms. [redacted] $150.00 to allow her to choose a carpet cleaning company of her choice to clean the carpet, as a full replacement of the carpet is not being taken into consideration. This offer was relayed to Ms. [redacted] by the Company via email and telephone. As Ms. [redacted] is currently on vacation until Monday, August 15th, it was agreed upon that the Company and Ms. [redacted] will discuss this offer further via telephone on Wednesday, August 17th.
The Company will continue to mediate this matter between [redacted] and Ms. [redacted] and will update your office with any and all developments.
If you have any additional questions, please do not hesitate to contact me directly at sb[redacted]@kirbywhq.com.
Thank you again for allowing the Company the chance to address Ms. [redacted]’s concerns.
Very truly yours,
/s/ Sean C. B[redacted]
-------------------------------
Sean C. B[redacted]
Senior Manager
Business Compliance & Consumer Relations
The Kirby Company
1920 West 114th Street
Cleveland, OH 44102
216-529-6203
sb[redacted]@kirbywhq.com
September 14, 2017 Ms. J[redacted] Revdex.com of Cleveland [redacted] RE: [redacted] Revdex.com Assigned ID #[redacted] Dear Ms. [redacted], Thank you for allowing The Kirby Company ("the Company") an opportunity to...
respond to the concerns raised by [redacted] (“[redacted]”) regarding her refund from [redacted]s Upon receiving your letter, the Company had already been assisting [redacted] with obtaining her refund from [redacted]s, an independently owned and operated distributorship of Kirby products. The Company confirmed on September 11, 2017 with [redacted] that she has received her full refund from [redacted]s, and that she was satisfied with the resolution of this matter. Should you have any additional questions or concerns, please do not hesitate to contact me directly at [redacted]. Thank you. Sincerely, Sean *. B[redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company 1920 West 114th Street Cleveland, OH 44102 [redacted]
May 11, 2016 Ms. [redacted] Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio Re: [redacted] Revdex.com ID #[redacted] Dear Ms. [redacted]: Thank you for bringing the concerns of [redacted] (“Ms. [redacted]”) to the attention of The Kirby...
Company (the “Company”). The Company appreciates the opportunity to address Ms. [redacted]’s frustrations regarding the Kirby system she purchased on March 5, 2016 from Ace Distributing, Inc. (“Ace”), an independent distributor of Kirby systems located at 3207 Brooks, Missoula, MT 59801. The Company takes all complaints against its distributors seriously and immediately contacted Ace. Ace informed the Company that the distributorship had not heard anything from Ms. [redacted] until receiving a copy of the complaint she filed with your office. Ms. [redacted] went to Ace’s office in Missoula on May 7, 2016. At that time, Ace honored Ms. [redacted]’s cancelation request by refunding her $100.00 down payment and returning the Hoover system she had traded in. The Company has confirmed that Ms. [redacted]’s financing was canceled with [redacted], Inc. The Company has left a message for Ms. [redacted] to confirm her satisfaction with the resolution of this matter. If you have any questions, please contact me directly at hs[redacted]@kirbywhq.com or Ace at 406-543-8201. Thank you again for the opportunity to respond. Sincerely, /s/ Halle S[redacted] Halle S[redacted] Senior Director, Business Compliance, Public Relations and Contracts Administration Tell us why here...
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No resolution was provided by Kirby, they just further refused to accept responsibility for their product's damage. I do not know the exact dates for some of the correspondence, but do not disagree with the events listed in Kirby's response letter. They even acknowledged failure to respond when they were open. I do disagree with them stating there's no way the damage was caused by their system, when it was. Kirby support walked me through putting the new belt on and got called immediately after the damage occurred and advised me to call customer support during the week because they couldn't assist. This is what I did. I appreciate their speaking with Danielle on her improper handling of the situation and poor job performance in reviewing her voicemail messages and responding.
Regards,
[redacted]
August 23, 2016 Ms. [redacted] Revdex.com of Cleveland [redacted]@cleveland.Revdex.com.org RE: [redacted] Revdex.com ID No.[redacted] Dear Ms. [redacted]: Again, Thank you for allowing The Kirby Company (the “Company”) the opportunity to address Mr. [redacted] S. [redacted]’s concerns regarding his purchase of a Kirby home cleaning system on November 24, 2015 from [redacted] Inc. (“[redacted]”) an authorized, independent distributorship of Kirby products located at 1523 94th Lane NE, Suite A, Blaine, MN 55449. Upon receiving your letter regarding Mr. [redacted]’s concerns, the Company immediately started investigating and was able to locate the distributorship, [redacted], which was involved with this sale. The Company then confirmed with United Consumer Financial Services (“UCFS”) that Mr. [redacted] had verified the terms of his financing contract for the Kirby and proceeded to make two payments of $45.81. At this point, Mr. [redacted], per his own admission, ceased making payments. UCFS attempted to contact him several times so that he could bring his account current. But after receiving no response from him, UCFS charged-off the account to a collection agency The owner of [redacted] advised the Company that he and UCFS offered the following: if Mr. [redacted] was to bring his account current with UCFS by paying his past due balance of $366.48, then UCFS would re-instate Mr. [redacted]’s account and the charge-off would be removed from his credit report. [redacted] also advised that they had offered to re-demonstrate the Kirby system in Mr. [redacted]’s home and deliver, as a gesture of good-faith, the verbally promised supplies that he claims he was promised, but were never written on the contract. Mr. [redacted] refused these offers and instead requested to have the Kirby picked up. The owner of [redacted] then picked up the system as a voluntary repossession. Despite the best efforts of [redacted], UCFS, and the Company to resolve this matter, the Company views it as being closed due to Mr. [redacted]’s refusal of the offers presented, his relinquishment of the Kirby to [redacted], his failure to cancel his contract within the three-day federal cancellation period, and his ineligibility for cancellation under the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy, Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb[redacted]@kirbywhq.com or [redacted] at 763-785-0670. Thank you. Very truly yours, /s/ Sean C. B[redacted] Sean C. B[redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company 1920 West 114th Street Cleveland, OH 44102 216-529-6203 sb[redacted]@kirbywhq.com
The Kirby Company (the "Company") appreciates the opportunity to help address your concerns.regarding your Sentria II home cleaning system. Per our telephone conversation of September 21, 2015, you advised that you had taken your Sentria II system to a company called [redacted] in Huntsville,...
Alabama. I explained that [redacted] was not an authorized service center and offered to have the Company's engineers inspect and make any necessary repairs to your system at our world headquarters in Cleveland, Ohio. At that time, you informed me that your machine still was with [redacted]. As a courtesy, I requested the telephone number of [redacted] to contact them on your behalf. As you responded that I needed to locate the number myself, I did try to find contact information for [redacted] online, even calling other vacuum shops in the area. Unfortunately, I am unable to find any information regarding [redacted]. The Company remains willing to retrieve your Sentria II system and pay for its shipment to Cleveland for inspection/repairs. Additionally, we have located an authorized service center near you which is willing to assist with any necessary repairs. Please respond by October 13, 2015 to 800-494-8586 or [redacted]. If we do not hear from you on or before October 13, 2015, we will consider this matter closed. If you prefer to contact the service center directly, I have included its contact information below: [redacted]
[redacted]
[redacted]
[redacted] Additionally, representatives are available on our Technical Support Line at 1-800-437-7170, Monday — Friday, 8:00 am to 7:30 pm, EST, and on Saturday, 9:00 am to 5:00 pm, EST. Sincerely, [redacted] Consumer Relations Senior Specialist The Kirby Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] <[redacted]@gmail.com>3:05 PM (22 hours ago)to me Hi [redacted],I am contacting you regarding the Kirby Problem. I have tried to discuss this with a one Mr Wallace who is really not listening to me and not willing to resolve the problem but forcing me to pay an old amount of $360.00. I told him i cant pay for something I haven't used at all. Yes he is willing to bring all the missing items and I am willing to start paying from now but he is not willing to let me start making payments from this period ends forth. His push is for me to pay the past amount which I cant pay. If indeed they don't want me to start at this period let them come take their Vacuum cleaner and do away with their contract because they are not doing right to me. As I explained earlier I tried getting his contact in vain but he kept blaming me for not contacting him when I tried requesting for his number and no one was giving it to me. Anther blame he puts on me is that I failed to use the CD and follow the instructions given to learn how to use their vacuum, yes this might be true and I haven't used their CD but I don't have time to do this for I am a PHD student going on with my research work and only my wife is available but she totally doesn't know how to use the machine since she wasn't around when the sales person drop it in our house.One thing I cant do is to pay a past amount when I was not using the vacuum cleaner at all. If they renew the contract drop the detergents and start the contract now I will be willing to start with them but if not so then they need to come for their vacuum cleaner and take it away and forget about me.Thank you,[redacted].
Thank
you for bringing the concerns of [redacted] (“Ms. [redacted]”) to the
attention of The Kirby Company (the “Company”).
The Company appreciates the opportunity to address Ms. [redacted]’s
concerns regarding her Kirby cleaning system.
As a
matter of information, the Company...
manufactures high-quality cleaning systems,
which it sells to independently owned and operated businesses or
“distributorships.” These
distributorships, through a network of salespeople or “dealers,” then sell the
cleaning systems to consumer end-users via in-home demonstrations. Despite the vendor/vendee relationship the Company
has with its distributors, the Company requires its distributor to operate
legally and ethically and provide the best in customer service. As such, the Company immediately contacted
[redacted] (“Mr. [redacted]”), the owner of the independent distributorship which sold
Ms. [redacted] her Kirby system. Mr. [redacted] quickly reached out to Ms. [redacted] and went
to her home to assist her in getting her system working properly. Ms. [redacted] confirmed with the Company that
her machine is now working properly, and she appreciated Mr. [redacted] promptly coming
to her home to assist.
If
you have any questions, please contact me directly at [redacted].
Thank
you again for the opportunity to respond.
Sincerely,
[redacted]
Senior
Director, Business Compliance and Contracts Administration
[redacted] ADR Manager [redacted] Re: Revdex.com ID # [redacted] – [redacted] Dear [redacted], Thank you for allowing The Kirby Company ("the Company") an opportunity to address [redacted]’ concerns. Upon investigating this matter, the Company...
was able to determine, from the information that [redacted] provided to the Company, that the individuals who sold her the Kirby system are not affiliated with any independently owned and operated distributorship of Kirby products. In fact, the individuals specifically hold themselves out to the public as being not affiliated with Kirby. The Company even searched its warranty database, using the serial number of [redacted]’ Kirby, and discovered that her unit had been previously sold to another consumer back in 2013. The Company spoke to [redacted] and explained that because these individuals are not affiliated with any independent distributorship of Kirby products, the Company cannot mediate this matter. [redacted] understood and appreciated us looking into her concerns. As a gesture of goodwill, the Company is sending [redacted] some complimentary vacuum bags and belts. [redacted] again thanked us for our efforts. Should you or your office have any additional questions, please do not hesitate to contact me directly. Sincerely, Sean *. B[redacted]Senior ManagerBusiness Compliance & Consumer RelationsThe Kirby Company1920 West 114th StreetCleveland, OH 44102216-529-6203[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank
you for bringing the concerns of [redacted] (“Ms. [redacted]”) to the attention of
The Kirby Company (the “Company”). The
Company appreciates the opportunity to address Ms. [redacted]’s concerns regarding an
unsolicited invitation to preview the Kirby home cleaning...
system.
As a
matter of information, the Company manufactures high-quality cleaning systems,
which it sells to independently owned and operated businesses or
“distributorships”. These
distributorships, through a network of salespeople or “dealers,” then sell the
cleaning systems to consumer end-users via in-home demonstrations. As such, the relationship between the Company
and its distributorships is that of vendor/vendee.
Despite
this vendor/vendee relationship, the Company takes all complaints
seriously. The Company spoke with Ms.
[redacted] and her friend, [redacted], in an attempt to ascertain information that would
enable us to identify the distributor who contacted Ms. [redacted]. Ms. [redacted] did not know the name of the
distributor and was unable to provide any information that would have enabled
us to make the determination. [redacted] also
claimed that she did not have any information, even though she purchased a
Kirby system from the distributor. As a
matter of information, distributors will ask customers for referrals and then
will scrub the information they have received against the “Do Not Call”
Registry.
Although
the Company was unable to determine which office contacted Ms. [redacted], we were
able to assist her by adding her name and address to our internal “Do Not
Contact/Do Not Visit” list, which was sent to all distributors within a 150
mile radius of her zip code. Ms. [redacted] advised she was satisfied with this
resolution.
If
you have any questions, please contact me directly at [redacted].
Thank
you again for the opportunity to respond.
Sincerely,
[redacted]
[redacted]
Director,
Customer and Public Relations and Business Compliance
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The only discrepancy is that KKRB never mentioned they represented Kirby and they did state "we are not here to sell you anything, but I will make $50 to do a demonstration so please help us".
Regards,
[redacted]
From: [redacted] *** < [redacted] @kirbywhq.com>Date: Mon, Dec 8, at 2:PMSubject: Complaint [redacted] To: "[email protected]" December 8, 2014Ms [redacted] ***Revdex.com of Northeast Ohio [email protected] RE: [redacted] Complaint ID # [redacted] VIA ELECTRONIC MAIL Dear Ms***: Thank you for allowing The Kirby Company (the “Company”) an opportunity to address [redacted] ’s (“Mr [redacted] ’s”) concerns regarding the Kirby Cleaning system he purchased from [redacted] , an authorized, independent distributorship of Kirby products located at [redacted] ***, Columbia, MO The Company manufactures high quality cleaning systems, which it sells to independently owned and operated businesses or “distributorships.” These distributorships then sell the cleaning systems to consumer end-users via in-home demonstrations As such, the Company’s relationship with the distributorships is that of vendor/vendeeDespite this vendor/vendee relationship, the Company takes complaints seriously A representative with the Company’s Customer Relations Department contacted Mr [redacted] on December 4, to discuss his concernsMr [redacted] advised the Company that the brush roller on his Kirby was not spinning due to his belt not being engagedThe Company contacted [redacted] and was advised that a representative would be sent to Mr [redacted] ’s home to assist him with his belt on December 5, The Company confirmed with Mr [redacted] that a representative came to his home and his machine is now operating properlyMr [redacted] also advised that he is satisfied with the resolution of this matter per our conversation with him on December 8, If you have any questions, please contact me directly at [redacted] @KirbyWhq.com or [redacted] at [redacted] Thank youSincerely, [redacted] ***Customer Relations SpecialistThe Kirby Company [redacted] ***The Kirby CompanyConsumer Relations Specialist
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below No resolution was provided by Kirby, they just further refused to accept responsibility for their product's damage I do not know the exact dates for some of the correspondence, but do not disagree with the events listed in Kirby's response letter They even acknowledged failure to respond when they were open I do disagree with them stating there's no way the damage was caused by their system, when it was Kirby support walked me through putting the new belt on and got called immediately after the damage occurred and advised me to call customer support during the week because they couldn't assist This is what I did I appreciate their speaking with Danielle on her improper handling of the situation and poor job performance in reviewing her voicemail messages and responding Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Again, Kirby is not taking responsibility for their product I suppose they'd argue that I magically made the old belt eat itself and suck itself into the bag? Kirby's people walked me through attaching the new belt, are they saying that their reps did their job improperly somehow? I called as soon as the damage happened I don't know what else I'm expected to do The vacuum caused scratching to my floors, end of story Regards, [redacted]
April 30, 2015*** *** ***Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: Revdex.com ID *** *** ***Dear *** ***:Thank you for allowing the Kirby Company (the “Company”) an opportunity to further address the concerns *** *** (“*** ***r”) raised to the Revdex.com regarding the alleged damage caused to her floors after using the Kirby Cleaning System. In response to *** ***’s additional comments, the Company reiterates that *** *** has been using her Kirby on her floors for over one (1) year and did not have any issues with the Kirby until the belt was replaced by *** ***The pictures that *** *** provided were forwarded to the Company’s engineering department for reviewThe engineering department stated that based on the pictures provided, the scratches shown are not consistent with the Kirby Cleaning System and indicated the Kirby is not capable of making such scratches. Additionally, after inspection of the power nozzle by the Company’s engineering department, no defect or issues were found with *** ***r’s power nozzleAs such, the Company denies *** ***’s request to repair the damage to her hardwood floor. Should you have any additional questions, please contact our Consumer Relations department at 1-800-***, Monday through Friday, from 8am-5pm EST.Sincerely,*** ***Senior DirectorBusiness Compliance and Contracts Administration
April 23, 2015*** *** ***Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Re: Revdex.com ID *** *** ***Dear *** ***:Thank you for allowing the Kirby Company (the “Company”) an opportunity to address the concerns *** *** (“*** ***”)
raised to the Revdex.com regarding the alleged damage caused to her floors after using the Kirby Cleaning System.As a matter of information, the Company manufactures high quality cleaning system, which it sells to independently owned and operated businesses or “distributorships,” These distributorships, through a network of salespeople or “dealers,” then sell the cleaning systems to consumer end-users via in-home demonstrationsAs such, the Company’s relationship with the distributorships is that of vendor/vendee.Upon receipt of *** ***’s complaint, the Company asked *** *** to provide pictures of the damages on her floor*** *** advised the Company that she has been using her Kirby on her floors for over one (1) year and did not have any issues with the Kirby until the belt was replaced by *** ***The pictures that *** *** provided were forwarded to the Company’s engineering department for reviewThe engineering department stated that based on the pictures provided, the scratches shown are not consistent with the Kirby Cleaning System and indicated the Kirby is not capable of making such scratches.The Company wanted to further investigate *** ***’s claim and asked that she send the power nozzle of her Kirby, at no cost to her, for inspectionA shipping label was provided to *** and the nozzle was received on April 16, 2015.After inspection of the power nozzle by the Company’s engineering department, no defect or issues were found with *** ***’s power nozzleThe power nozzle was returned to the address *** *** provided on April 17, *** *** emailed the Company on Saturday, April 18, asking if the Company had reached any conclusions in regards to her claim and advised that she was no longer employed at the address she originally providedThe Company was unable to provide *** *** with an immediate response as the Consumer Relations department only operates Monday through Friday, from 8am-5pm EST*** *** sent another email on April 21, advising that a co-worker contacted her because her power nozzle was deliveredThe Company emailed *** *** on the morning of April 22, confirming with *** *** that her nozzle and a letter of the Company’s findings were mailed out before the Company was made aware she was no longer employed at the address she provided.At *** ***’s request, the Company emailed a copy of the findings letter to her in which she responded by stating she would file a complaint with the Revdex.comThe Company responded to *** *** by apologizing for her frustration and advised that we would respond to her complaint with the Revdex.comThe Company apologizes for the conduct of the representative in which *** *** was working withThe representative was counseled in regards to *** ***’s complaint.Should you have any additional questions, please contact our Consumer Relations department at 1-800-***, Monday through Friday, from 8am-5pm EST.Sincerely,*** ***Senior DirectorBusiness Compliance and Contracts Administration
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On August 1st I responded to the email sent by Ms Paula J[redacted], Assistant Compliance Associate. I explained to Ms J[redacted] that until I received her voicemail I was unaware of any email correspondence, despite my checking, due to the emails being filtered to my spam folder. I was also out of town and unable to provide the requested information until then. She responded this morning asking for additional information, which I plan on providing today.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I stated the machine is working again after his visit but it is not working properly or the way it was the first 6 months of owning and operating it. I am happy with Mr. [redacted]ts services and told him that. The kirby company states to their salesman that it runs like new with proper maintenance and care and I was told it would always keep up the dog hair and it has not. That is not fault on the salesman but the manufacturer themselves. I don't need a vacuum that cannot get the dog hair up or the dirt. When I shampoo carpet after vacuuming now the water is mud when I shampoo carpet after vacuuming the first 6 months of using the kirby the water would pick up light brown. It would not be an issue if the machine was still working the way stated at time of purchase. I have all email discussions between me and Kirby headquarters and me and Mr. [redacted]t if needed.
Regards,
[redacted]
VIA ELECTRONIC POSTING
August 11, 2016
Ms. [redacted]
Revdex.com of Cleveland
[redacted]@cleveland.Revdex.com.org
RE: [redacted]
File ID #[redacted]
Dear Ms. [redacted]:
Thank you again for allowing The Kirby Company (the “Company”) an opportunity to address Ms. [redacted]’s concerns about the Kirby home cleaning system demonstration that took place in her home on July 21, 2016 by a dealer affiliated with [redacted] Enterprises, Inc., an independently owned and operated distributorship of Kirby products.
The Company has continued to investigate this matter, and conversations via telephone and email involving both [redacted] and Ms. [redacted] have been on-going. Ms. [redacted] confirmed to the Company that the paint stain on the carpet, that the dealer attempted to clean, was a pre-existing stain. [redacted] spoke with the dealer in question, and the dealer explained that he was asked to leave the home before he was able to complete his work on the stain and before he was able to complete the shampoo demonstration as well. The dealer further advised that there were other pre-existing conditions in the carpet.
[redacted] has offered Ms. [redacted] $150.00 to allow her to choose a carpet cleaning company of her choice to clean the carpet, as a full replacement of the carpet is not being taken into consideration. This offer was relayed to Ms. [redacted] by the Company via email and telephone. As Ms. [redacted] is currently on vacation until Monday, August 15th, it was agreed upon that the Company and Ms. [redacted] will discuss this offer further via telephone on Wednesday, August 17th.
The Company will continue to mediate this matter between [redacted] and Ms. [redacted] and will update your office with any and all developments.
If you have any additional questions, please do not hesitate to contact me directly at sb[redacted]@kirbywhq.com.
Thank you again for allowing the Company the chance to address Ms. [redacted]’s concerns.
Very truly yours,
/s/ Sean C. B[redacted]
-------------------------------
Sean C. B[redacted]
Senior Manager
Business Compliance & Consumer Relations
The Kirby Company
1920 West 114th Street
Cleveland, OH 44102
216-529-6203
sb[redacted]@kirbywhq.com
September 14, 2017 Ms. J[redacted] Revdex.com of Cleveland [redacted] RE: [redacted] Revdex.com Assigned ID #[redacted] Dear Ms. [redacted], Thank you for allowing The Kirby Company ("the Company") an opportunity to...
respond to the concerns raised by [redacted] (“[redacted]”) regarding her refund from [redacted]s Upon receiving your letter, the Company had already been assisting [redacted] with obtaining her refund from [redacted]s, an independently owned and operated distributorship of Kirby products. The Company confirmed on September 11, 2017 with [redacted] that she has received her full refund from [redacted]s, and that she was satisfied with the resolution of this matter. Should you have any additional questions or concerns, please do not hesitate to contact me directly at [redacted]. Thank you. Sincerely, Sean *. B[redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company 1920 West 114th Street Cleveland, OH 44102 [redacted]
May 11, 2016 Ms. [redacted] Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio Re: [redacted] Revdex.com ID #[redacted] Dear Ms. [redacted]: Thank you for bringing the concerns of [redacted] (“Ms. [redacted]”) to the attention of The Kirby...
Company (the “Company”). The Company appreciates the opportunity to address Ms. [redacted]’s frustrations regarding the Kirby system she purchased on March 5, 2016 from Ace Distributing, Inc. (“Ace”), an independent distributor of Kirby systems located at 3207 Brooks, Missoula, MT 59801. The Company takes all complaints against its distributors seriously and immediately contacted Ace. Ace informed the Company that the distributorship had not heard anything from Ms. [redacted] until receiving a copy of the complaint she filed with your office. Ms. [redacted] went to Ace’s office in Missoula on May 7, 2016. At that time, Ace honored Ms. [redacted]’s cancelation request by refunding her $100.00 down payment and returning the Hoover system she had traded in. The Company has confirmed that Ms. [redacted]’s financing was canceled with [redacted], Inc. The Company has left a message for Ms. [redacted] to confirm her satisfaction with the resolution of this matter. If you have any questions, please contact me directly at hs[redacted]@kirbywhq.com or Ace at 406-543-8201. Thank you again for the opportunity to respond. Sincerely, /s/ Halle S[redacted] Halle S[redacted] Senior Director, Business Compliance, Public Relations and Contracts Administration Tell us why here...
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No resolution was provided by Kirby, they just further refused to accept responsibility for their product's damage. I do not know the exact dates for some of the correspondence, but do not disagree with the events listed in Kirby's response letter. They even acknowledged failure to respond when they were open. I do disagree with them stating there's no way the damage was caused by their system, when it was. Kirby support walked me through putting the new belt on and got called immediately after the damage occurred and advised me to call customer support during the week because they couldn't assist. This is what I did. I appreciate their speaking with Danielle on her improper handling of the situation and poor job performance in reviewing her voicemail messages and responding.
Regards,
[redacted]
August 23, 2016 Ms. [redacted] Revdex.com of Cleveland [redacted]@cleveland.Revdex.com.org RE: [redacted] Revdex.com ID No.[redacted] Dear Ms. [redacted]: Again, Thank you for allowing The Kirby Company (the “Company”) the opportunity to address Mr. [redacted] S. [redacted]’s concerns regarding his purchase of a Kirby home cleaning system on November 24, 2015 from [redacted] Inc. (“[redacted]”) an authorized, independent distributorship of Kirby products located at 1523 94th Lane NE, Suite A, Blaine, MN 55449. Upon receiving your letter regarding Mr. [redacted]’s concerns, the Company immediately started investigating and was able to locate the distributorship, [redacted], which was involved with this sale. The Company then confirmed with United Consumer Financial Services (“UCFS”) that Mr. [redacted] had verified the terms of his financing contract for the Kirby and proceeded to make two payments of $45.81. At this point, Mr. [redacted], per his own admission, ceased making payments. UCFS attempted to contact him several times so that he could bring his account current. But after receiving no response from him, UCFS charged-off the account to a collection agency The owner of [redacted] advised the Company that he and UCFS offered the following: if Mr. [redacted] was to bring his account current with UCFS by paying his past due balance of $366.48, then UCFS would re-instate Mr. [redacted]’s account and the charge-off would be removed from his credit report. [redacted] also advised that they had offered to re-demonstrate the Kirby system in Mr. [redacted]’s home and deliver, as a gesture of good-faith, the verbally promised supplies that he claims he was promised, but were never written on the contract. Mr. [redacted] refused these offers and instead requested to have the Kirby picked up. The owner of [redacted] then picked up the system as a voluntary repossession. Despite the best efforts of [redacted], UCFS, and the Company to resolve this matter, the Company views it as being closed due to Mr. [redacted]’s refusal of the offers presented, his relinquishment of the Kirby to [redacted], his failure to cancel his contract within the three-day federal cancellation period, and his ineligibility for cancellation under the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy, Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb[redacted]@kirbywhq.com or [redacted] at 763-785-0670. Thank you. Very truly yours, /s/ Sean C. B[redacted] Sean C. B[redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company 1920 West 114th Street Cleveland, OH 44102 216-529-6203 sb[redacted]@kirbywhq.com
The Kirby Company (the "Company") appreciates the opportunity to help address your concerns.regarding your Sentria II home cleaning system. Per our telephone conversation of September 21, 2015, you advised that you had taken your Sentria II system to a company called [redacted] in Huntsville,...
Alabama. I explained that [redacted] was not an authorized service center and offered to have the Company's engineers inspect and make any necessary repairs to your system at our world headquarters in Cleveland, Ohio. At that time, you informed me that your machine still was with [redacted]. As a courtesy, I requested the telephone number of [redacted] to contact them on your behalf. As you responded that I needed to locate the number myself, I did try to find contact information for [redacted] online, even calling other vacuum shops in the area. Unfortunately, I am unable to find any information regarding [redacted]. The Company remains willing to retrieve your Sentria II system and pay for its shipment to Cleveland for inspection/repairs. Additionally, we have located an authorized service center near you which is willing to assist with any necessary repairs. Please respond by October 13, 2015 to 800-494-8586 or [redacted]. If we do not hear from you on or before October 13, 2015, we will consider this matter closed. If you prefer to contact the service center directly, I have included its contact information below: [redacted]
[redacted]
[redacted]
[redacted] Additionally, representatives are available on our Technical Support Line at 1-800-437-7170, Monday — Friday, 8:00 am to 7:30 pm, EST, and on Saturday, 9:00 am to 5:00 pm, EST. Sincerely, [redacted] Consumer Relations Senior Specialist The Kirby Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] <[redacted]@gmail.com>3:05 PM (22 hours ago)to me Hi [redacted],I am contacting you regarding the Kirby Problem. I have tried to discuss this with a one Mr Wallace who is really not listening to me and not willing to resolve the problem but forcing me to pay an old amount of $360.00. I told him i cant pay for something I haven't used at all. Yes he is willing to bring all the missing items and I am willing to start paying from now but he is not willing to let me start making payments from this period ends forth. His push is for me to pay the past amount which I cant pay. If indeed they don't want me to start at this period let them come take their Vacuum cleaner and do away with their contract because they are not doing right to me. As I explained earlier I tried getting his contact in vain but he kept blaming me for not contacting him when I tried requesting for his number and no one was giving it to me. Anther blame he puts on me is that I failed to use the CD and follow the instructions given to learn how to use their vacuum, yes this might be true and I haven't used their CD but I don't have time to do this for I am a PHD student going on with my research work and only my wife is available but she totally doesn't know how to use the machine since she wasn't around when the sales person drop it in our house.One thing I cant do is to pay a past amount when I was not using the vacuum cleaner at all. If they renew the contract drop the detergents and start the contract now I will be willing to start with them but if not so then they need to come for their vacuum cleaner and take it away and forget about me.Thank you,[redacted].
Thank
you for bringing the concerns of [redacted] (“Ms. [redacted]”) to the
attention of The Kirby Company (the “Company”).
The Company appreciates the opportunity to address Ms. [redacted]’s
concerns regarding her Kirby cleaning system.
As a
matter of information, the Company...
manufactures high-quality cleaning systems,
which it sells to independently owned and operated businesses or
“distributorships.” These
distributorships, through a network of salespeople or “dealers,” then sell the
cleaning systems to consumer end-users via in-home demonstrations. Despite the vendor/vendee relationship the Company
has with its distributors, the Company requires its distributor to operate
legally and ethically and provide the best in customer service. As such, the Company immediately contacted
[redacted] (“Mr. [redacted]”), the owner of the independent distributorship which sold
Ms. [redacted] her Kirby system. Mr. [redacted] quickly reached out to Ms. [redacted] and went
to her home to assist her in getting her system working properly. Ms. [redacted] confirmed with the Company that
her machine is now working properly, and she appreciated Mr. [redacted] promptly coming
to her home to assist.
If
you have any questions, please contact me directly at [redacted].
Thank
you again for the opportunity to respond.
Sincerely,
[redacted]
Senior
Director, Business Compliance and Contracts Administration
[redacted] ADR Manager [redacted] Re: Revdex.com ID # [redacted] – [redacted] Dear [redacted], Thank you for allowing The Kirby Company ("the Company") an opportunity to address [redacted]’ concerns. Upon investigating this matter, the Company...
was able to determine, from the information that [redacted] provided to the Company, that the individuals who sold her the Kirby system are not affiliated with any independently owned and operated distributorship of Kirby products. In fact, the individuals specifically hold themselves out to the public as being not affiliated with Kirby. The Company even searched its warranty database, using the serial number of [redacted]’ Kirby, and discovered that her unit had been previously sold to another consumer back in 2013. The Company spoke to [redacted] and explained that because these individuals are not affiliated with any independent distributorship of Kirby products, the Company cannot mediate this matter. [redacted] understood and appreciated us looking into her concerns. As a gesture of goodwill, the Company is sending [redacted] some complimentary vacuum bags and belts. [redacted] again thanked us for our efforts. Should you or your office have any additional questions, please do not hesitate to contact me directly. Sincerely, Sean *. B[redacted]Senior ManagerBusiness Compliance & Consumer RelationsThe Kirby Company1920 West 114th StreetCleveland, OH 44102216-529-6203[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank
you for bringing the concerns of [redacted] (“Ms. [redacted]”) to the attention of
The Kirby Company (the “Company”). The
Company appreciates the opportunity to address Ms. [redacted]’s concerns regarding an
unsolicited invitation to preview the Kirby home cleaning...
system.
As a
matter of information, the Company manufactures high-quality cleaning systems,
which it sells to independently owned and operated businesses or
“distributorships”. These
distributorships, through a network of salespeople or “dealers,” then sell the
cleaning systems to consumer end-users via in-home demonstrations. As such, the relationship between the Company
and its distributorships is that of vendor/vendee.
Despite
this vendor/vendee relationship, the Company takes all complaints
seriously. The Company spoke with Ms.
[redacted] and her friend, [redacted], in an attempt to ascertain information that would
enable us to identify the distributor who contacted Ms. [redacted]. Ms. [redacted] did not know the name of the
distributor and was unable to provide any information that would have enabled
us to make the determination. [redacted] also
claimed that she did not have any information, even though she purchased a
Kirby system from the distributor. As a
matter of information, distributors will ask customers for referrals and then
will scrub the information they have received against the “Do Not Call”
Registry.
Although
the Company was unable to determine which office contacted Ms. [redacted], we were
able to assist her by adding her name and address to our internal “Do Not
Contact/Do Not Visit” list, which was sent to all distributors within a 150
mile radius of her zip code. Ms. [redacted] advised she was satisfied with this
resolution.
If
you have any questions, please contact me directly at [redacted].
Thank
you again for the opportunity to respond.
Sincerely,
[redacted]
[redacted]
Director,
Customer and Public Relations and Business Compliance
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The only discrepancy is that KKRB never mentioned they represented Kirby and they did state "we are not here to sell you anything, but I will make $50 to do a demonstration so please help us".
Regards,
[redacted]
Consumer confirmed via phone the complaint has been resolved.