C R Distributing

Complaint: [redacted] I am rejecting this response because: Our vacuum broke and it was under a year warrantyWe called the phone number and they transferred us to a businessMy girlfriend spoke with a technician and he said he would call back that dayWe did not hear from anyone for three daysWe called the number, and they transferred us to a place in ColumbiaWe were then transferred back to Rolla, and back to Columbia againI have made all of my payments for the vacuum on timeWe have been getting the run aroundThe owner spoke with me and asked when we would be going to RollaHe said if we drop the vacuum off there, they would take care of itHe promised us a loaner vacuum, which we never gotHe said he would have it back the next day, however, it was over a week ago now and we have not heard anything about itMy payment was set to go through on Monday, so I stopped the payment because I don't have a vacuumThe date I bought it might have been wrong, but I had a year warranty Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/12/11) */ The next day the son called and he wanted to cancel and I spoke to [redacted] and I told him no problem and we picked up the vacuum on the 12thWe also gave her the check back because we hadn't even cashed the check

It took the finance company and I awhile to find this contractThe purchase was made on 3/26/The notes from the finance company say that there was a call placed to Mr[redacted] about a late payment in the latter part of December, and at that time he said he didn't think it was working right, the finance company gave him our number for serviceHis machine is under warranty and we would be happy to service his machine for him

(The consumer indicated he/she DID NOT accept the response from the business.) Due to [redacted] reviving a Stroke, we are not able to afford the payment for the vaccum and do not like the design of itWe have tried to contact the company to have them take the vaccum backWhen we do finally get ahold of themWe are often brushed aside when we bring up the issue of us not wanting to keep the vaccum

[redacted] purchased a Kirby for $2080.00, this price is including tax He put $down and financed the balance on a contract through UCFS The $is a finance charge from UCFS for giving them the money for the loan UCFS only charges finance fees on the time they have the loan [redacted] 's contract was written up on months, if he paid it off in months, he would pay months worth of interest not 36, or if they paid it off in months then he wold pay months of interest His loan has not been approved yet by the finance company or verified, so I have him down as a cancel and I haven't ran the credit card for the $down We will arrange call for a pick up time

We received a call on 7/14/from *** ***r's girlfriend demanding money back because his vacuum wasn't working. We explained to her about the cancellation policy and since *** had purchased on 6/19/15, that having it over a year, we were not able to cancel his purchase. I'm not
sure why she is now stating that the purchase was made in July of this year. The owner stated that she could bring it here or take it to the Rolla office, and next time someone went down to that office that it would be brought back here and serviced. He also stated that if they needed one until it got fixed that he would provide a loaner machine. I'm not sure why she is stating that our office would have it fixed the next day, the owner wasn't sure when we had someone going to that area, and that's why he offered to lend them a vacuum. We spoke with *** in the Rolla office who stated they dropped off the machine but did not request to have the vacuum on loan. We spoke to UCFS and the loan is a different amount than the $that was stated. We are still offering to service the machine

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@yahoo.com
*** *** purchased her machine on 9/6/She called and said it wasn't turning on, and could we come and pick it up and fix it for herI
explained to her that we do not have a mobile service*** and her son, called again, and I spoke to them and explained even though we don't have a mobile service, that I did have someone in the area, and I would have them drive to her to pick up for serviceI explained to *** that I wasn't sure when it would get back to her,since any parts would have to be shipped off for warrantyIt was picked up, and the parts were sent off for warrantyWe don't have a mobile service, so we can only ask if a crew or dealer are working the area to deliver itWe tried to schedule something for Saturday however no one was working that areaI'm going to have our Service Manager drive down and deliver it to her

Initial Business Response /* (1000, 7, 2016/01/22) */
*** *** purchased on 4/12/*** has a year warranty and a life time rebuild on her machine*** has never called into our office requesting assistance with her machine or with any concerns about her loanWe have voice mail on our
main line and we have not had a message from herHer machine is still under the warranty, we would be more than happy to service it for her if she's having issuesShe can bring it to our office and we will gladly check itI also put a call into the finance company, they haven't received any calls from her concerning her loan or about her machine
Initial Consumer Rebuttal /* (3000, 9, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did talk to people from the company that came to my house trying to sell me another machineThey even called into the company at that time because they were trying to sell me a new machine for $dollars while also offering they would take a trade of the old machineThey also talked to a manager or I was told that they talked to a managerAt that time I was told the man that sold me the machine had been fired for lying to people and that this kind of stuff happened not just to me but to others as well and that he was no longer at the companyAt that time they did take my phone number and said they would get the issue sortedWhen I paid off my loan with the finance company I did say something about the interest and they said that this company has a choice of the person paying less if it is paid off early but is notorious for not doing that and telling people that and then people are shocked when they go to pay it off and they are charged full interestIt is not acceptable that I would have to drive all the way to Columbia to take the machine inWhile the Kirby people were at my house that day they had someone else come in and look at it saying that he fixes machines at the officeTwo different people try to fix the belt and said that the lock to take the carpet piece off was not how it should be

Initial Business Response /* (1000, 12, 2015/12/11) */
We settle with her and wrote her a check for $
Initial Consumer Rebuttal /* (3000, 20, 2015/12/23) */
Please be advised that the complaint with the CRDistributing Company has been resolved
They refunded my money in the amount
of $1900.00, and picked up the Kirby sweeper
Since CR Distributing said they no longer had my sweeper, I was able to find one at a sale for $250.00, and they sent me a check for that amount
I am thankful for your help in this matter, for now I have peace of mind and a sweeper like the one I had that I can use with my disability
Thank you! Merry Christmas!
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Due to [redacted] reviving a Stroke, we are not able to afford the payment for the vaccum and do not like the design of it. We have tried to contact the company to have them take the vaccum back. When we do finally get ahold of them. We are often brushed aside when we bring up the issue of us not wanting to keep the vaccum

[redacted] purchased a Kirby for $2080.00, this price is including tax.  He put $100.00 down and financed the balance on a contract through UCFS.  The $721.44 is a finance charge from UCFS for giving them the money for the loan.  UCFS only charges finance fees on the time they have the...

loan.  [redacted]'s contract was written up on 36 months, if he paid it off in 12 months, he would pay 12 months worth of interest not 36, or if they paid it off in 26 months then he wold pay 26 months of interest.  His loan has not been approved yet by the finance company or verified, so I have him down as a cancel and I haven't ran the credit card for the $100 down.  We will arrange call for a pick up time.

Initial Business Response /* (1000, 10, 2015/12/11) */
The next day the son called and he wanted to cancel and I spoke to [redacted] and I told him no problem and we picked up the vacuum on the 12th. We also gave her the check back because we hadn't even cashed the check.

Complaint: [redacted]
I am rejecting this response because:
Our vacuum broke and it was under a 3 year warranty. We called the phone number and they transferred us to a business. My girlfriend spoke with a technician and he said he would call back that day. We did not hear from anyone for three days. We called the number, and they transferred us to a place in Columbia. We were then transferred back to Rolla, and back to Columbia again. I have made all of my payments for the vacuum on time. We have been getting the run around. The owner spoke with me and asked when we would be going to Rolla. He said if we drop the vacuum off there, they would take care of it. He promised us a loaner vacuum, which we never got. He said he would have it back the next day, however, it was over a week ago now and we have not heard anything about it. My payment was set to go through on Monday, so I stopped the payment because I don't have a vacuum. The date I bought it might have been wrong, but I had a 3 year warranty.
Sincerely,
[redacted]

I talked to someone from Kirby today, who was actually quite helpful, and didn't give me any problems at all. He said that since my husband and I sent in the paperwork for cancellation that there was nothing more we needed to do. He is going to have the person in charge of finding our trade-in locate it and call me to schedule a date to drop off our vacuum and retrieve their product.I am supposed to get a call within the day.

It took the finance company and I awhile to find this contract. The purchase was made on 3/26/15. The notes from the finance company say that there was a call placed to Mr.[redacted] about a late payment in the latter part of December, and at that time he said he didn't think it was working right, the...

finance company gave him our number for service. His machine is under warranty and we would be happy to service his machine for him.

Ms. [redacted] purchased on 4/26/16 and cancelled on 4/29/16.  [redacted] set up an appointment for pu/delivery for 5/12. Ms. [redacted] called and said she needed to reschedule.  [redacted] set another appointment for 5/16/16, she asked about her trade in, we described the vacuum that was in storage that...

was tagged with her name, and she requested a picture of it. The office sent a picture to her and she informed them that  it was the correct one.  [redacted] went out on 5/16 for the scheduled appointment and Ms. [redacted] informed him that she was not giving up the machine because it was beyond the 20 days on the contract.  [redacted] reread the contract to her that states if no contact is made by 20 days that the consumer could dispose of it, we had not only made contact but scheduled an appointment that she later broke and was not able to reschedule until the 16.  At this time, Ms. [redacted] then stated that the vacuum he brought was not hers.  He informed her that this was the machine tagged and she even requested a picture first and identified the machines as hers.  Ms. [redacted] requested him to go back to the office for a different machine.  He reschedule another pu/delivery date of 5/20/16.  When he arrived at her home, she met him at the door stating that she wasn't going to give up the machine again.  [redacted] informed her that she had to give the machine up or she would be liable for payment on the machine.  Ms. [redacted] gave him the machine and as he was returning a hoover, she stated that it wasn't hers. [redacted] stated that her machine was the one that he had previously tried to give her that she refused, so he brought her a newer one.  She refused to take it, and two weeks later had a friend call for her and ask if she could come and look at both machines and grab the one that belonged to Wanda, we said of course.  She asked to come that Saturday and we set the appointment, her friend did not show up or call.  We would be happy to give her the vacuum that was tagged with her name, or she is more than welcome to pick out another one.

[redacted] called our office and asked for someone to come out to her home because she had melted part of her shampooer.  Service Tech [redacted] told her that he would go ahead warranty it.  He explained that we don't have a mobile service, but that she could mail it in and we would mail back...

the part when it came back from corporate.  [redacted] said she didn't want to mail it in because she was coming to Columbia for different reasons anyway.  [redacted] explained that we are open 8:30 to 5:00 week days, and 9:00 to noon on Saturdays.  He did tell her to make sure to let us know if it was a Saturday, so he didn't plan anything else.  She said she was coming sometime during the week. She didn't show up that week.  We received messages from her a week later that she had came down and that no one was at the office.  [redacted] was at the office that Saturday until 1:00 helping a customer.  He was at the office from 8:30 to 1:00.  When [redacted] called her back Monday, he asked which door she came to, and she hung up on him.  [redacted] doesn't have to take it to a Kirby office, she can ship it to us, or even ship it to corporate.  If she would like us to warranty it, we absolutely will do it for her.