Thank
you for bringing the additional concerns of [redacted] (“Mr. [redacted]”) to the
attention of The Kirby Company (the “Company”).
The Company appreciates the continued opportunity to address Mr. [redacted]’s
concerns regarding a cancellation request.
When
the Company learned of Mr. [redacted]’s additional concerns, a Consumer Relations
Specialist reached out to the company scheduled to finance Mr. [redacted]’s
purchase for an explanation. [redacted]l Services (“[redacted]”) advised that at the time of purchase, the
dealer made an error when completing the cancelation portion of the
contract. The dealer accidentally wrote
in the date of the sale as opposed to the three business days that Mr. [redacted]
had to cancel pursuant to federal law. When [redacted] Kirby caught the error, the
distributorship corrected the date; [redacted] Kirby wanted [redacted] to know of the
correct date in case Mr. [redacted] called the finance company to cancel.
If
you have any questions, please contact me directly at h[redacted]@kirbywhq.com.
Thank
you again for the opportunity to respond.
Sincerely,
/s/ [redacted]
[redacted]
Director,
Customer and Public Relations and Business Compliance
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]
August 1, 2017 Ms. [redacted] Revdex.com of Cleveland [redacted] RE: [redacted] Revdex.com Assigned ID #[redacted] Dear Ms. Suire, Again, thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by [redacted] (“[redacted]”) regarding his financing agreement with [redacted] As detailed in our last response, the Company was still investigating this matter, and was committed to assisting [redacted]. As of today, the Company can confirm that this matter has been resolved. The Company communicated [redacted]’s concerns to Merchants, and Merchants informed the Company that [redacted]’s remaining balance was $460.00. Merchants contacted [redacted] directly and settled the matter by accepting one last payment of $230.00 to officially pay off his account with them. The Company confirmed this with [redacted], and he indicated that he is happy and satisfied with this resolution. 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]
September 27, 2017 Ms. [redacted] Revdex.com of Cleveland [redacted]
RE: [redacted] Revdex.com Assigned ID #[redacted] Dear [redacted], Thank you for allowing The Kirby Company ("the Company") an opportunity to...
respond to [redacted]’s (“[redacted]’s”) request to cancel his August 5, 2017 purchase of a Kirby home cleaning system from [redacted]. (“[redacted]”) of Sun City, Arizona, an independently owned and operated distributorship of Kirby products. Upon receiving your letter, the Company contacted [redacted] and confirmed that [redacted] had purchased a Kirby home cleaning system from them on August 5, 2017. [redacted] also indicated that the only time they heard from [redacted] about his intent to cancel was when he contacted their distributorship last week. [redacted] reminded [redacted] that his contract explicitly states that he had three business days from the date of purchase to cancel; as his request to cancel, by his own admission, was well outside of that three-day cancellation window, [redacted] reiterated to [redacted] that they would not be honoring his request. The owner of [redacted] did offer [redacted] a complimentary re-demonstration of the Kirby home cleaning system and a complimentary service of the Kirby as gestures of good will; both offers, however, were refused by [redacted]. The Company thanks your office again for the opportunity to respond to [redacted]’s concerns. Should you have any additional questions, 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]
We have asked the distributor to reconsider his position of not canceling Mr. [redacted]’s contract. The distributor inadvertently wrote to his local Revdex.com that he “would” cancel (forgetting the word “not”). Although the distributor’s intent was still clear from the letter, we have asked him to...
rethink his decision as he admitted that Mr. [redacted] canceled on the fourth day, just one day outside of the three-day period.
Thank
you for bringing the concerns of [redacted] (“Mr. [redacted]”) to the attention
of The Kirby Company (the “Company”).
The Company appreciates the opportunity to address Mr. [redacted]’s concerns
regarding the purchase of a Kirby home cleaning system...
from [redacted] Kirby (“Sun
West”), an authorized, independent distributorship of Kirby products located at
[redacted],
Phoenix, AZ 85027.
The
Company had been mediating Mr. [redacted]’s concerns prior to receiving the
complaint from the Revdex.com.
On June 29, 2015, a representative in the Company’s Consumer Relations
Department had informed [redacted] (“Mrs. [redacted]”) of the documentation needed
to mediate her cancelation request under the Company’s Golden Ager/Disabled
Consumer Purchase Cancelation Policy. To
date, neither Mr. nor Mrs. [redacted] has provided proof of how Mrs. [redacted]’s disability
of a “thyroid condition” restricts or prevents her use of the Kirby
system. Nonetheless, [redacted], as a
gesture of goodwill, picked up Mr. and Mrs. [redacted]’s Kirby system and canceled
their contract with [redacted] (“[redacted]”). The Company confirmed the cancelation of the
financing with [redacted] and attempted to reach Mr. and Mrs. [redacted] by telephone on
three occasions to confirm their satisfaction with the resolution of this
matter. Neither Mr. nor Mrs. [redacted] has
responded.
If
you have any questions, please contact me directly at or [redacted] at [redacted].
Thank
you again for the opportunity to respond.
Sincerely,
/s/ [redacted]
[redacted]
Director,
Customer and Public Relations and Business Compliance
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]
I am writing with the final resolution of complaint number [redacted]. The distributor, [redacted], canceled Mr. [redacted]’s contract, including the financing, refunded the $158.00 down payment, and picked up the Kirby system. As a matter of information, the contact information for [redacted] is as follows: [redacted], CO 81007[redacted]
Please let me know if you need any additional information. Thanks,
Sean B[redacted] <SB[redacted]@kirbywhq.com>3:54 PM (20 hours ago)to me, Halle, Brenda VIA ELECTRONIC MAIL August 1, 2016 Ms. [redacted]Revdex.com of Cleveland[redacted]@cleveland.Revdex.com.org RE: [redacted]File ID #[redacted] Dear Ms. [redacted]: Thank you for...
allowing The Kirby Company (the “Company”) an opportunity to address Ms. [redacted]’s concerns about the Kirby home cleaning system demonstration that she alleges took place on July 21, 2016. As background, the Company manufactures high-quality, home cleaning systems, which it then sells directly to independently owned and operated businesses, or “distributorships,” across the globe. Those distributorships, through a network of salespeople or “dealers,” then sell the home cleaning systems directly to consumer end-users via in-home demonstrations. As such, the relationship between the Company and the distributorships is that of vendor/vendee. While the Company is not a party to the independent distributorship’s agreements with any dealers or its sales contracts with consumers, the Company does take allegations against distributorships seriously and can act as a mediator to investigate allegations further. Therefore, upon receipt of your letter and an email from Ms. [redacted], both sent on July 25, 2016, the Company immediately contacted Ms. [redacted], via the email address that she provided, to indicate to her that the Company would be looking into her concerns and to seek necessary additional information from her to aid in this investigation. However, Ms. [redacted] has yet to respond to the two emails that were sent to her, and she has not returned the voicemail message that was left at the telephone number she provided. Regardless, the Company is still pursuing the investigation of her claim, and the Company will continue its efforts to get in touch with Ms. [redacted]. 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]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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]
From: [redacted] <[redacted]@kirbywhq.com>Date: Mon, Dec 8, 2014 at 2:26 PMSubject: Complaint [redacted]To: "[email protected]" <[email protected]>December 8, 2014Ms. [redacted]Revdex.com of Northeast Ohio [email protected] RE: ...
[redacted] Complaint ID #[redacted] VIA ELECTRONIC MAIL Dear Ms. [redacted]: 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 65201 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/vendee. Despite this vendor/vendee relationship, the Company takes complaints seriously. A representative with the Company’s Customer Relations Department contacted Mr. [redacted] on December 4, 2014 to discuss his concerns. Mr. [redacted] advised the Company that the brush roller on his Kirby was not spinning due to his belt not being engaged. The 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, 2014. The Company confirmed with Mr. [redacted] that a representative came to his home and his machine is now operating properly. Mr. [redacted] also advised that he is satisfied with the resolution of this matter per our conversation with him on December 8, 20104. If you have any questions, please contact me directly at [redacted]@KirbyWhq.com or [redacted] at [redacted]. Thank you. Sincerely, [redacted]Customer Relations SpecialistThe Kirby Company [redacted]The Kirby CompanyConsumer Relations Specialist
Dear Revdex.com,I rejected the response because I have yet to have any kind of response/resolution from the Kirby dealer here in P[redacted] Colorado. I have yet to be allowed to return this vacuume that I don't want or use. I have not been allowed to cancel the financial contact even though the Kirby company asked Mr. S[redacted] to reconsider his decision, I have not been told anything else from them. In order for a resolution, I would like to be able to return this vacuum and not have this financial obligation for something I canceled soon after purchasing. Sincerely, [redacted]
Upon receipt of your email dated October 11, 2015, The Kirby Company’s Consumer Relations Department contacted [redacted] Distributing, the independent, authorized distributorship from which you purchased the Kirby system. The contract for the purchase of the Kirby system is between you and...
[redacted] Distributing; The Kirby Company is not party to the contract and therefore cannot rescind the transaction. The distributorship responded that it would accept your cancelation request, so long as you returned the machine to their office at [redacted] in Huntsville with every piece and attachment. If you are able to return the Kirby system with every piece, accessory, and attachment, please let me know when you will be dropping off the machine so that I may inform the owner of [redacted] Distributing accordingly. Thank you. Sincerely,[redacted]
Dear
Ms. [redacted]:
Thank
you for bringing the additional concerns of [redacted] (“Mr. [redacted]”) to the
attention of The Kirby Company (the “Company”).
The Company appreciates the continued opportunity to address Mr. [redacted]’s
concerns regarding a cancellation request.
When
the Company learned of Mr. [redacted]’s additional concerns, a Consumer Relations
Specialist reached out to the company scheduled to finance Mr. [redacted]’s
purchase for an explanation. [redacted]l Services (“[redacted]”) advised that at the time of purchase, the
dealer made an error when completing the cancelation portion of the
contract. The dealer accidentally wrote
in the date of the sale as opposed to the three business days that Mr. [redacted]
had to cancel pursuant to federal law. When [redacted] Kirby caught the error, the
distributorship corrected the date; [redacted] Kirby wanted [redacted] to know of the
correct date in case Mr. [redacted] called the finance company to cancel.
If
you have any questions, please contact me directly at h[redacted]@kirbywhq.com.
Thank
you again for the opportunity to respond.
Sincerely,
/s/ [redacted]
[redacted]
Director,
Customer and Public Relations and Business Compliance
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]
August 1, 2017 Ms. [redacted] Revdex.com of Cleveland [redacted] RE: [redacted] Revdex.com Assigned ID #[redacted] Dear Ms. Suire, Again, thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by [redacted] (“[redacted]”) regarding his financing agreement with [redacted] As detailed in our last response, the Company was still investigating this matter, and was committed to assisting [redacted]. As of today, the Company can confirm that this matter has been resolved. The Company communicated [redacted]’s concerns to Merchants, and Merchants informed the Company that [redacted]’s remaining balance was $460.00. Merchants contacted [redacted] directly and settled the matter by accepting one last payment of $230.00 to officially pay off his account with them. The Company confirmed this with [redacted], and he indicated that he is happy and satisfied with this resolution. 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]
September 27, 2017 Ms. [redacted] Revdex.com of Cleveland [redacted]
RE: [redacted] Revdex.com Assigned ID #[redacted] Dear [redacted], Thank you for allowing The Kirby Company ("the Company") an opportunity to...
respond to [redacted]’s (“[redacted]’s”) request to cancel his August 5, 2017 purchase of a Kirby home cleaning system from [redacted]. (“[redacted]”) of Sun City, Arizona, an independently owned and operated distributorship of Kirby products. Upon receiving your letter, the Company contacted [redacted] and confirmed that [redacted] had purchased a Kirby home cleaning system from them on August 5, 2017. [redacted] also indicated that the only time they heard from [redacted] about his intent to cancel was when he contacted their distributorship last week. [redacted] reminded [redacted] that his contract explicitly states that he had three business days from the date of purchase to cancel; as his request to cancel, by his own admission, was well outside of that three-day cancellation window, [redacted] reiterated to [redacted] that they would not be honoring his request. The owner of [redacted] did offer [redacted] a complimentary re-demonstration of the Kirby home cleaning system and a complimentary service of the Kirby as gestures of good will; both offers, however, were refused by [redacted]. The Company thanks your office again for the opportunity to respond to [redacted]’s concerns. Should you have any additional questions, 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]
We have asked the distributor to reconsider his position of not canceling Mr. [redacted]’s contract. The distributor inadvertently wrote to his local Revdex.com that he “would” cancel (forgetting the word “not”). Although the distributor’s intent was still clear from the letter, we have asked him to...
rethink his decision as he admitted that Mr. [redacted] canceled on the fourth day, just one day outside of the three-day period.
Dear
Ms. [redacted]:
Thank
you for bringing the concerns of [redacted] (“Mr. [redacted]”) to the attention
of The Kirby Company (the “Company”).
The Company appreciates the opportunity to address Mr. [redacted]’s concerns
regarding the purchase of a Kirby home cleaning system...
from [redacted] Kirby (“Sun
West”), an authorized, independent distributorship of Kirby products located at
[redacted],
Phoenix, AZ 85027.
The
Company had been mediating Mr. [redacted]’s concerns prior to receiving the
complaint from the Revdex.com.
On June 29, 2015, a representative in the Company’s Consumer Relations
Department had informed [redacted] (“Mrs. [redacted]”) of the documentation needed
to mediate her cancelation request under the Company’s Golden Ager/Disabled
Consumer Purchase Cancelation Policy. To
date, neither Mr. nor Mrs. [redacted] has provided proof of how Mrs. [redacted]’s disability
of a “thyroid condition” restricts or prevents her use of the Kirby
system. Nonetheless, [redacted], as a
gesture of goodwill, picked up Mr. and Mrs. [redacted]’s Kirby system and canceled
their contract with [redacted] (“[redacted]”). The Company confirmed the cancelation of the
financing with [redacted] and attempted to reach Mr. and Mrs. [redacted] by telephone on
three occasions to confirm their satisfaction with the resolution of this
matter. Neither Mr. nor Mrs. [redacted] has
responded.
If
you have any questions, please contact me directly at or [redacted] at [redacted].
Thank
you again for the opportunity to respond.
Sincerely,
/s/ [redacted]
[redacted]
Director,
Customer and Public Relations and Business Compliance
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]
I am writing with the final resolution of complaint number [redacted]. The distributor, [redacted], canceled Mr. [redacted]’s contract, including the financing, refunded the $158.00 down payment, and picked up the Kirby system. As a matter of information, the contact information for [redacted] is as follows: [redacted], CO 81007[redacted]
Please let me know if you need any additional information. Thanks,
Sean B[redacted] <SB[redacted]@kirbywhq.com>3:54 PM (20 hours ago)to me, Halle, Brenda VIA ELECTRONIC MAIL August 1, 2016 Ms. [redacted]Revdex.com of Cleveland[redacted]@cleveland.Revdex.com.org RE: [redacted]File ID #[redacted] Dear Ms. [redacted]: Thank you for...
allowing The Kirby Company (the “Company”) an opportunity to address Ms. [redacted]’s concerns about the Kirby home cleaning system demonstration that she alleges took place on July 21, 2016. As background, the Company manufactures high-quality, home cleaning systems, which it then sells directly to independently owned and operated businesses, or “distributorships,” across the globe. Those distributorships, through a network of salespeople or “dealers,” then sell the home cleaning systems directly to consumer end-users via in-home demonstrations. As such, the relationship between the Company and the distributorships is that of vendor/vendee. While the Company is not a party to the independent distributorship’s agreements with any dealers or its sales contracts with consumers, the Company does take allegations against distributorships seriously and can act as a mediator to investigate allegations further. Therefore, upon receipt of your letter and an email from Ms. [redacted], both sent on July 25, 2016, the Company immediately contacted Ms. [redacted], via the email address that she provided, to indicate to her that the Company would be looking into her concerns and to seek necessary additional information from her to aid in this investigation. However, Ms. [redacted] has yet to respond to the two emails that were sent to her, and she has not returned the voicemail message that was left at the telephone number she provided. Regardless, the Company is still pursuing the investigation of her claim, and the Company will continue its efforts to get in touch with Ms. [redacted]. 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]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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]
From: [redacted] <[redacted]@kirbywhq.com>Date: Mon, Dec 8, 2014 at 2:26 PMSubject: Complaint [redacted]To: "[email protected]" <[email protected]>December 8, 2014Ms. [redacted]Revdex.com of Northeast Ohio [email protected] RE: ...
[redacted] Complaint ID #[redacted] VIA ELECTRONIC MAIL Dear Ms. [redacted]: 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 65201 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/vendee. Despite this vendor/vendee relationship, the Company takes complaints seriously. A representative with the Company’s Customer Relations Department contacted Mr. [redacted] on December 4, 2014 to discuss his concerns. Mr. [redacted] advised the Company that the brush roller on his Kirby was not spinning due to his belt not being engaged. The 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, 2014. The Company confirmed with Mr. [redacted] that a representative came to his home and his machine is now operating properly. Mr. [redacted] also advised that he is satisfied with the resolution of this matter per our conversation with him on December 8, 20104. If you have any questions, please contact me directly at [redacted]@KirbyWhq.com or [redacted] at [redacted]. Thank you. Sincerely, [redacted]Customer Relations SpecialistThe Kirby Company [redacted]The Kirby CompanyConsumer Relations Specialist
Dear Revdex.com,I rejected the response because I have yet to have any kind of response/resolution from the Kirby dealer here in P[redacted] Colorado. I have yet to be allowed to return this vacuume that I don't want or use. I have not been allowed to cancel the financial contact even though the Kirby company asked Mr. S[redacted] to reconsider his decision, I have not been told anything else from them. In order for a resolution, I would like to be able to return this vacuum and not have this financial obligation for something I canceled soon after purchasing. Sincerely, [redacted]
Upon receipt of your email dated October 11, 2015, The Kirby Company’s Consumer Relations Department contacted [redacted] Distributing, the independent, authorized distributorship from which you purchased the Kirby system. The contract for the purchase of the Kirby system is between you and...
[redacted] Distributing; The Kirby Company is not party to the contract and therefore cannot rescind the transaction. The distributorship responded that it would accept your cancelation request, so long as you returned the machine to their office at [redacted] in Huntsville with every piece and attachment. If you are able to return the Kirby system with every piece, accessory, and attachment, please let me know when you will be dropping off the machine so that I may inform the owner of [redacted] Distributing accordingly. Thank you. Sincerely,[redacted]