Mr./Mrs.***,We do not feel that your wife was unsatisfied with the product when the contractwas initially signed, therefore we are not lying in our response to youIt isour thought that you may have had a discussion together after ourrepresentative left your home in which your minds changedThis is understandable,we have many customers call with concerns regarding their purchaseWe arealways willing to work with our customers to make sure they are happy with theproduct and priceUnfortunately, by the time you and your wife had contactedour office to discuss the price and the desire to cancel it was a month afteryour purchase dateAfter three days we cannot adjust the price or cancel yourpurchase as we have processed and finalized financial documentsYouraccusation of our salesman “allowing” your wife to sign your name on thecontract is absurdAfter speaking with the finance company it is confirmedthat they verified this contract with Mrs [redacted] based on her income and she isthe primaryThe representative that made this transaction with you is nolonger with our company so I am unable to question this situation with himAsfor your complaint about being yelled at I can personally say she did not yellat youMr [redacted] was in fact very rude, called several times threatening andbadgering her if she did not cancel your orderAfter telling you that shecould not help you because your contract was binding and there was nothing shecould do, she said have a great day and ended the phone callI’m sorry youfeel unhappy with this transaction but we will not accept your return, we havedone nothing wrong.Tell us why here
My sincere apologies on the delay of responseAs you were told previously we had a serious error with our credit card merchant processing our refund transactionsWe did not want to provide you with a check because we have several transactions that are held up at the momentWe are currently being
told that our refunds would be issued by MondayDue to what seems to be their error, they will be issuing us a credit for said transactions so that we can continue with businessThis is beyond our control at the momentWe will be switching merchants for this reason and again I apologize that you have not received your refund.Sincerely,Next Level Distributing Inc
I am rejecting this response because: As I expected, their response about receiving a credit by Monday was just a well crafted excuseIt is now Tuesday evening and they have their merchandise and still have my money I have not received a credit from them nor does it take weeks to process one
Mrs*** Purchased the Kirby 7-15-From one of our independent representativesWhen he walked out she was happy and more than satisfied with the productUnfortunately by the time Mr*** contacted our office is was past the designated cancellation period which is clearly printed twice on each
contractI'm sorry you feel mistreated by our staffWe try our best to assist our customers with the upmost respectWe hope we can resolve this issue with you
The receipt of your sale was left at your home after the sale was completeIt is the contract that was signed. The contract clearly states our business address and phone number, as well as the cancellation policyI am unsure why you would call the representative and not our business office. The contract absolutely notifies you of your right to cancel. I'm not sure what you mean that your point is proven because our customers call in with concernsOur product has many bells and whistles and we are here to answer any questions they may haveWe are also willing to work with customers on price on a case to case basisWe feel that it is very easy to reach our customer relations representative because the phone number is on the contract as well as being posted onlineIf you would refer back to my last response to you, a refund is not possible at this point in time
So far this has been an exchange of "He said" versus "She said" words, however, I would appreciate it now if you stuck with FACTS.The fact is we did try to contact the sales rep in regards to the purchase within the days cancellation He was the one that did not contact us We did do our due diligence to follow the appropriate steps The statement "desire to cancel it was a month after your purchase date" is 100% false We tried soon When we did not hear from him, we contacted Kirby Corporate, who then told us to contact the local distributor Which we did This is where we were given the run around, and was told we are outside of our day cancellation period Apparently, the reason the sales rep never called us back is because he is no longer with the company How can that be held against us? Why should we not be able to cancel when he no longer works for you guys?By the way, your statement of "we have many customers call with concerns regarding their purchase" just further proves my point.The second fact is, under Title CFR 429.1(b), each buyer needs a copy of the receipt I was not there and did not receive a copy Also under Title CFR429.2(e) and (g), you guys failed to verbally notify me of the buyers right to cancel and failed any attempts to honor any notice of cancellation Once again, I was not there, so how would you have notified me of anything? These are facts Please answer them, as opposed to avoiding them, like in previous emails The third fact, is you guys have not been willing to make sure your customers are "happy with the product and price", otherwise, something would have been done to please your customers I lastly find it very offensive that a big name company has done absolutely nothing to answer the above facts, and process a refund Thats all we want to do Please accept the product, and cancel the contract
Mr./Mrs.***,We do not feel that your wife was unsatisfied with the product when the contractwas initially signed, therefore we are not lying in our response to youIt isour thought that you may have had a discussion together after ourrepresentative left your home in which your minds changedThis is understandable,we have many customers call with concerns regarding their purchaseWe arealways willing to work with our customers to make sure they are happy with theproduct and priceUnfortunately, by the time you and your wife had contactedour office to discuss the price and the desire to cancel it was a month afteryour purchase dateAfter three days we cannot adjust the price or cancel yourpurchase as we have processed and finalized financial documentsYouraccusation of our salesman “allowing” your wife to sign your name on thecontract is absurdAfter speaking with the finance company it is confirmedthat they verified this contract with Mrs*** based on her income and she isthe primaryThe representative that made this transaction with you is nolonger with our company so I am unable to question this situation with himAsfor your complaint about being yelled at I can personally say she did not yellat youMr*** was in fact very rude, called several times threatening andbadgering her if she did not cancel your orderAfter telling you that shecould not help you because your contract was binding and there was nothing shecould do, she said have a great day and ended the phone callI’m sorry youfeel unhappy with this transaction but we will not accept your return, we havedone nothing wrong.Tell us why here
I am rejecting this response because: The cancellation notice reads "you may cancel this transaction without any penalty or obligation within three business days from the above date." I understood that to mean, if I turned in the cancellation notice after the third business day, I would be charged a penalty or obligation but would still able to cancel the transaction
As stated in reply email to customer:Good Afternoon Ms***, After reading your email and reviewing your contract I can see that the sale was dated for July 11th At the bottom of the contract you will notice the cancellation portion states that there is a day cancellation
periodIn your claim you state that you turned in your cancellation on the 16th. Unfortunately, the last day for cancellation would have been the 14thThank you for your time
I am rejecting this response because:a) You have lied in your response about the satisfaction of your product, b) you state we did not contact you, when we indeed did and it took you guys weeks to return our call,b) you have failed to answer any of our questions from the previous email,c) and we were not happy with a customer service rep that yelled at us and hung up.Please refer to the first email, which gave you a more thorough history of events in regards to the sale, and how the sales rep knowingly sold the product against what the law allows him to do Ultimately, I will not be happy until I am allowed to return the product, stop payment, and cancel the fraudulent contract.Please respond in a timely manner this time
Attached is a copy of our contract that we use for every deal madeYou will see the address and phone number imprinted as well as the cancellation notice
I'm sorry you misunderstood the contractYour understanding of the terminology is incorrectIf you would like to discuss that with the finance company their phone number is ***Once it is past the day cancellation period it is out of our hands
Mr./Mrs.***,We do not feel that your wife was unsatisfied with the product when the contractwas initially signed, therefore we are not lying in our response to youIt isour thought that you may have had a discussion together after ourrepresentative left your home in which your minds changedThis is understandable,we have many customers call with concerns regarding their purchaseWe arealways willing to work with our customers to make sure they are happy with theproduct and priceUnfortunately, by the time you and your wife had contactedour office to discuss the price and the desire to cancel it was a month afteryour purchase dateAfter three days we cannot adjust the price or cancel yourpurchase as we have processed and finalized financial documentsYouraccusation of our salesman “allowing” your wife to sign your name on thecontract is absurdAfter speaking with the finance company it is confirmedthat they verified this contract with Mrs [redacted] based on her income and she isthe primaryThe representative that made this transaction with you is nolonger with our company so I am unable to question this situation with himAsfor your complaint about being yelled at I can personally say she did not yellat youMr [redacted] was in fact very rude, called several times threatening andbadgering her if she did not cancel your orderAfter telling you that shecould not help you because your contract was binding and there was nothing shecould do, she said have a great day and ended the phone callI’m sorry youfeel unhappy with this transaction but we will not accept your return, we havedone nothing wrong.Tell us why here
My sincere apologies on the delay of responseAs you were told previously we had a serious error with our credit card merchant processing our refund transactionsWe did not want to provide you with a check because we have several transactions that are held up at the momentWe are currently being
told that our refunds would be issued by MondayDue to what seems to be their error, they will be issuing us a credit for said transactions so that we can continue with businessThis is beyond our control at the momentWe will be switching merchants for this reason and again I apologize that you have not received your refund.Sincerely,Next Level Distributing Inc
Response:We have addressed the complaint and spoke with Ms*** as requested
I am rejecting this response because: As I expected, their response about receiving a credit by Monday was just a well crafted excuseIt is now Tuesday evening and they have their merchandise and still have my money I have not received a credit from them nor does it take weeks to process one
Proof of refund is attachedSorry for the delay
Mrs*** Purchased the Kirby 7-15-From one of our independent representativesWhen he walked out she was happy and more than satisfied with the productUnfortunately by the time Mr*** contacted our office is was past the designated cancellation period which is clearly printed twice on each
contractI'm sorry you feel mistreated by our staffWe try our best to assist our customers with the upmost respectWe hope we can resolve this issue with you
The receipt of your sale was left at your home after the sale was completeIt is the contract that was signed. The contract clearly states our business address and phone number, as well as the cancellation policyI am unsure why you would call the representative and not our business office. The contract absolutely notifies you of your right to cancel. I'm not sure what you mean that your point is proven because our customers call in with concernsOur product has many bells and whistles and we are here to answer any questions they may haveWe are also willing to work with customers on price on a case to case basisWe feel that it is very easy to reach our customer relations representative because the phone number is on the contract as well as being posted onlineIf you would refer back to my last response to you, a refund is not possible at this point in time
So far this has been an exchange of "He said" versus "She said" words, however, I would appreciate it now if you stuck with FACTS.The fact is we did try to contact the sales rep in regards to the purchase within the days cancellation He was the one that did not contact us We did do our due diligence to follow the appropriate steps The statement "desire to cancel it was a month after your purchase date" is 100% false We tried soon When we did not hear from him, we contacted Kirby Corporate, who then told us to contact the local distributor Which we did This is where we were given the run around, and was told we are outside of our day cancellation period Apparently, the reason the sales rep never called us back is because he is no longer with the company How can that be held against us? Why should we not be able to cancel when he no longer works for you guys?By the way, your statement of "we have many customers call with concerns regarding their purchase" just further proves my point.The second fact is, under Title CFR 429.1(b), each buyer needs a copy of the receipt I was not there and did not receive a copy Also under Title CFR429.2(e) and (g), you guys failed to verbally notify me of the buyers right to cancel and failed any attempts to honor any notice of cancellation Once again, I was not there, so how would you have notified me of anything? These are facts Please answer them, as opposed to avoiding them, like in previous emails The third fact, is you guys have not been willing to make sure your customers are "happy with the product and price", otherwise, something would have been done to please your customers I lastly find it very offensive that a big name company has done absolutely nothing to answer the above facts, and process a refund Thats all we want to do Please accept the product, and cancel the contract
Mr./Mrs.***,We do not feel that your wife was unsatisfied with the product when the contractwas initially signed, therefore we are not lying in our response to youIt isour thought that you may have had a discussion together after ourrepresentative left your home in which your minds changedThis is understandable,we have many customers call with concerns regarding their purchaseWe arealways willing to work with our customers to make sure they are happy with theproduct and priceUnfortunately, by the time you and your wife had contactedour office to discuss the price and the desire to cancel it was a month afteryour purchase dateAfter three days we cannot adjust the price or cancel yourpurchase as we have processed and finalized financial documentsYouraccusation of our salesman “allowing” your wife to sign your name on thecontract is absurdAfter speaking with the finance company it is confirmedthat they verified this contract with Mrs*** based on her income and she isthe primaryThe representative that made this transaction with you is nolonger with our company so I am unable to question this situation with himAsfor your complaint about being yelled at I can personally say she did not yellat youMr*** was in fact very rude, called several times threatening andbadgering her if she did not cancel your orderAfter telling you that shecould not help you because your contract was binding and there was nothing shecould do, she said have a great day and ended the phone callI’m sorry youfeel unhappy with this transaction but we will not accept your return, we havedone nothing wrong.Tell us why here
I am rejecting this response because: The cancellation notice reads "you may cancel this transaction without any penalty or obligation within three business days from the above date." I understood that to mean, if I turned in the cancellation notice after the third business day, I would be charged a penalty or obligation but would still able to cancel the transaction
As stated in reply email to customer:Good Afternoon Ms***, After reading your email and reviewing your contract I can see that the sale was dated for July 11th At the bottom of the contract you will notice the cancellation portion states that there is a day cancellation
periodIn your claim you state that you turned in your cancellation on the 16th. Unfortunately, the last day for cancellation would have been the 14thThank you for your time
I am rejecting this response because:a) You have lied in your response about the satisfaction of your product, b) you state we did not contact you, when we indeed did and it took you guys weeks to return our call,b) you have failed to answer any of our questions from the previous email,c) and we were not happy with a customer service rep that yelled at us and hung up.Please refer to the first email, which gave you a more thorough history of events in regards to the sale, and how the sales rep knowingly sold the product against what the law allows him to do Ultimately, I will not be happy until I am allowed to return the product, stop payment, and cancel the fraudulent contract.Please respond in a timely manner this time
Attached is a copy of our contract that we use for every deal madeYou will see the address and phone number imprinted as well as the cancellation notice
I'm sorry you misunderstood the contractYour understanding of the terminology is incorrectIf you would like to discuss that with the finance company their phone number is ***Once it is past the day cancellation period it is out of our hands