Good Shepherd Animal Clinic

Halle S [redacted] to me, [redacted] ? Hello, [redacted] !? Just to confirm, [redacted] spoke with Ms [redacted] on April ? Ms [redacted] stated she received her repaired Kirby system and that everything seemed to be “working” with it? Please let me know if there’s anything else you need regarding this complaint.? Thank you.Sincerely,Halle ? ?

March 6, ? MsLinda [redacted] Revdex.com of Cleve [redacted] ? RE:? ? ? ? [redacted] Revdex.com Assigned ID # [redacted] ? Dear Ms***, ? Thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by Ms [redacted] pertaining to the Kirby home-care system that she purchased from Braddox Distributing (“Braddox”), an authorized, independently owned and operated distributorship of Kirby products? After receiving your letter, the Company contacted Ms [redacted] and learned that she had purchased her Kirby home-care system back on December 3, Ms [redacted] noted that on December 4, 2016, a year from the date of purchase, she began to have an issue with her KirbyShe stated that it started to smoke and that it began to smell like burned rubberMs [redacted] admitted that she had never changed the belt on the vacuum nor had she had the machine servicedThe Company offered to call-tag the machine, at no cost to her, to our Engineering Department to inspect it, but Ms [redacted] stated that once it leaves her home, she will not want it back ? The Company then contacted Braddox to inform them of this matter, and the owner of Braddox advised that he also would be willing to have a service center nearest to her inspect the machineHowever, with Ms [redacted] ’s adamant stance that she no longer wants the Kirby, Braddox was also hesitant about sending someone to pick it up? Ms [redacted] was also advised that she was outside any cancellation period defined by statute or by the Company’s policies? Based on all of this, Braddox informed the Company that it would not be able to assist Ms [redacted] at this time due to her insistence that she will not accept her Kirby back even if Braddox or the Company examines her vacuum at no cost to her ? As such, the Company views this matter as being closedThe offers to have her Kirby inspected still stand so long as she expressly understands that the Kirby will be delivered back to her and that she must accept the return of her machineShort of that, nothing more can be done to assist.? ? Again, we thank you for allowing us the chance to address Ms [redacted] ’s concerns, and should you or your office have any further questions, please do not hesitate to contact us directly? Sincerely, ? Sean C [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company [redacted] ?

VIA ELECTRONIC POSTING ? ? August 11, ? ? Ms [redacted] Revdex.com of Cleveland [redacted] @cleveland.Revdex.com.org ? RE:? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? BB ID No [redacted] ? Dear Ms***: ? Thank you for bringing the concerns of Ms [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 purchase of a Kirby system on September 22, 2015, from Road to Success, an independently owned and operated distributorship of Kirby products that is located at North Pennsylvania Avenue, Oklahoma City, OK ? As a matter of information, the Company manufactures high-quality home cleaning systems, which it sells directly 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 the distributorships is that of vendor/vendee.? Even though the Company is not a party to any sales contracts between consumers and the independent distributorships, the Company can act as a mediator between the parties to assist in seeking a resolution when complaints arise? Upon receipt of your letter, the Company immediately started an investigationThe Company spoke to the owner of Road to Success, and he advised that Ms [redacted] never contacted them in regards to her cancellation request and they did not receive? a cancellation notice in the mailRoad to Success advised that Ms [redacted] is outside the three business-day cancellation period and the nine-month cancellation period detailed in the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy ? However, Road to Success still wanted to provide assistance to Ms [redacted] with the Kirby system, and so, they scheduled an appointment to re-demonstrate the vacuum on August 11, Ms [redacted] confirmed to the Company that an appointment had been setHowever, she advised that she had decided to keep the Kirby system, and therefore, she did not want anyone to come out againBased upon this, the Company views this matter as being officially resolvedThe Company has provided Ms [redacted] with the phone number for the Company’s Integrated Marketing Department, 800-437-7170, should she ever need technical support with her Kirby system? Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb [redacted] @kirbywhq.com.? Thank you? Very truly yours, ? /s/ Sean CB [redacted] ? ------------------------------- Sean CB [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529-sb [redacted] @kirbywhq.com

Halle S [redacted] 3:PMto me, Monica? Hi [redacted] ,? Thanks so much for following up? The distributorship from which Ms [redacted] purchased her Kirby system, [redacted] , no longer is active? The Kirby Company terminated its relationship with [redacted] on April 28, ? As such, we have been working on finding a resolution to Ms [redacted] ’s concerns? I am happy to report that yesterday, Ms [redacted] received her refund of $? Just this morning, our Consumer Relations Department confirmed resolution with Ms [redacted] ? The complaint is closed!? Hope all is well,Halle

May 3, Ms [redacted] Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio [redacted] @cleveland.Revdex.com.org Re: ? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? Revdex.com ID No [redacted] Dear Ms***: Thank you for bringing the concerns of [redacted] (“Mr***”) to the attention of The Kirby Company (the “Company”).? The Company appreciates the opportunity to address Mr***’s concerns regarding a demonstration of the Kirby system on April 26, Through its investigation of this matter, the Company was able to determine that a salesperson or “dealer” associated with Diamond Distributing, an independent distributorship located at 9th Avenue South, Sauk Rapids, MN 56379, performed the demonstration The Company has been speaking with John H***, Jr(“MrH***”), the owner of Diamond DistributingMrH [redacted] has spoken with and counseled the dealer who did the demonstration at Mr***’s home.? MrH [redacted] also sent an apology letter to Mr***, along with gift cards, apologizing for the dealer’s actionsMrH [redacted] has promised not to contact the remaining referrals that Mr [redacted] provided If you have any questions, please contact me directly at hs [redacted] @kirbywhq.com or Diamond Distributing at 320-251- 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

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:PM (hours ago)to me? Hi [redacted] ,I am contacting you regarding the Kirby ProblemI 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 $I told him ? I cant pay for something I haven't used at allYes 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 forthHis push is for me to pay the past amount which I cant payIf 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 meAs 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 meAnther 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 allIf 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] .? ?

May 11, Ms [redacted] Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio Re: [redacted] ? ? ? ? ? ? Revdex.com ID # [redacted] Dear Ms***: 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, from Ace Distributing, Inc(“Ace”), an independent distributor of Kirby systems located at Brooks, Missoula, MT 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 $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- 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

August 23, ? ? Ms [redacted] Revdex.com of Cleveland [redacted] @cleveland.Revdex.com.org ? RE:? ? ? ? ? [redacted] ? ? ? ? ? ? ? ? ? ? ? Revdex.com ID No[redacted] ? Dear Ms***: ? 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, from [redacted] Inc(“ [redacted] ”) an authorized, independent distributorship of? Kirby products located at 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 saleThe 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 $At this point, Mr [redacted] , per his own admission, ceased making paymentsUCFS attempted to contact him several times so that he could bring his account currentBut 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 contractMr [redacted] refused these offers and instead requested to have the Kirby picked upThe 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-Thank you? Very truly yours, ? /s/ Sean CB [redacted] ? Sean CB [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529-sb [redacted] @kirbywhq.com

February 1, ? Re: [redacted] Revdex.com # [redacted] ? Dear Ms [redacted] ? Thank you for allowing The Kirby Company (“the Company”) an opportunity to respond to Mika C***s (“MsC***s”) concerns pertaining to her April 20, purchase of a Kirby home cleaning system from Champion Industries Inc(“Champion”), an independently owned and operated distributorship of Kirby products ? On the same day that the Company received your letter, the Company also received an email from MsC [redacted] requesting cancellation of her purchase under the Company’s nine month Golden Ager/Disabled Consumer Purchase Cancellation Policy (“the Policy”) due to arthritis in her ankle and an upcoming surgery to repair some previous ankle injuries that she had sustainedMsC***, who is years old and lives with her husband and four children, informed the Company that she is the only party on the purchase agreement, and she also stated that if the distributor did not want to cancel the contract, then she wanted the price loweredThe Company told MsC [redacted] that we would be contacting Champion to relay her concerns to them as we were not a party to her purchase agreement? The Company spoke with the owners of Champion, and they stated that MsC [redacted] had never contacted them, as she had alleged in her correspondence to your officeFurthermore, MsC***s only right of rescission was the three-day cancellation detailed by law, which MsC [redacted] did not abide by; her first expression of her desire to cancel was through the sending of the email to the Company and the filing of the complaint with your office on the same dayIn fact, United Consumer Financial Services (“UCFS”), the company through which MsC [redacted] financed her purchase, indicated that MsC [redacted] only contacted them once after purchasing her Kirby to inquire only about her balance; UCFS stated that she also made six payments to UCFS after purchasing her Kirby? In regards to MsC***s request to cancel under the Policy, this request was also untimely made as it was not done within the nine month time periodDue to all of the above listed items, Champion informed the Company that it would not be honoring her untimely cancellation request? Champion did offer to MsC [redacted] to have someone come out to her home to re-demonstrate the Kirby system and to deliver some complimentary s*lies; they indicated that the price would not be lowered anymore due to MsC [redacted] already receiving a discounted price at the time of purchaseThis offer was relayed to MsC***, who informed the Company that she did not want the re-demonstration but she would accept the complimentary bags, belts, and shampoo that Champion will send to herMsC [redacted] was satisfied the resolution of this matterThe Company relayed this information to Champion and will follow through to ensure that the items are successfully delivered ? Again, the Company thanks your office for allowing us the opportunity to address MsC***s concernsShould you have any questions, please do not hesitate to contact me at the information below? Sincerely, ? Sean B [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company [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] ?

August 1, ? ? Ms [redacted] Revdex.com of Cleveland [redacted] ? RE: ? ? [redacted] ? ? ? ? ? Revdex.com Assigned ID # [redacted] ? Dear MsSuire, ? 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 resolvedThe Company communicated [redacted] ’s concerns to Merchants, and Merchants informed the Company that [redacted] ’s remaining balance was $Merchants contacted [redacted] directly and settled the matter by accepting one last payment of $to officially pay off his account with themThe 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 West 114th Street Cleveland, OH [redacted]

VIA ELECTRONIC POSTING August 11, Ms [redacted] Revdex.com of Cleveland [redacted] @cleveland.Revdex.com.org RE: [redacted] File ID # [redacted] Dear Ms***: 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, 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-goingMs [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 wellThe dealer further advised that there were other pre-existing conditions in the carpet [redacted] has offered Ms [redacted] $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 considerationThis offer was relayed to Ms [redacted] by the Company via email and telephoneAs 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***’s concerns Very truly yours, /s/ Sean CB [redacted] ------------------------------- Sean CB [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529- sb [redacted] @kirbywhq.com

Sean B [redacted] 3:PM (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***: 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 globeThose distributorships, through a network of salespeople or “dealers,” then sell the home cleaning systems directly to consumer end-users via in-home demonstrationsAs 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***, both sent on July 25, 2016, the Company immediately contacted Ms***, 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 providedRegardless, the Company is still pursuing the investigation of her claim, and the Company will continue its efforts to get in touch with Ms***. 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***’s concerns Very truly yours, /s/ Sean CB [redacted]

Consumer responded via phone:The complaint is resolved She appreciates the company sending her vacuum bags and belts

Dear MsH***The Kirby Company ("the Company") again thanks your office for allowing us the opportunity to respond to MsC***'s concernsThe Company again spoke to MsC*** today, and confirmed that she received the complimentary s*lies sent by the independent distributorMsC*** expressed her satisfaction with the resolution of this matter.Again, the Company appreciates having been afforded the opportunity to mediate this matter between the independent distributor and MsC***Should you have any additional concerns, please do not hesitate to contact me directly. Sincerely,Sean B***The Kirby Company

July 21, Ms*** *** Revdex.com of Cleveland *** RE: *** ** *** Revdex.com Assigned ID #*** Dear Ms***: Thank you for allowing The Kirby Company ("the
Company") an opportunity to respond to the concerns raised by *** ** *** (“*** ***”) regarding the financing of his Kirby system The Company spoke with *** *** on July 14, for additional details regarding his purchase of the Kirby systemDuring that call, *** *** was unable to provide specific information since he was at work and did not have access to the contract*** *** provided his wife’s, *** ***’s (“*** ***’s”), telephone number so that she could provide the information the Company was requesting The Company contacted *** *** on July 14, 2017, but she was unable to provide any information because she was not at homeOn July 18, 2017, the Company again spoke to *** ***, and she provided the information necessary to determine the distributorship involved. Specifically, *** *** provided a copy of the contract for the Kirby system The Company learned that *** *** purchased the Kirby system from *** Inc(“***”) on December 11, 2016. *** ceased to be an independent distributor of Kirby products on June 6, 2017. Although the Company is unable to investigate with ***, the Company has contacted the company through which the contract was financed, *** *** ***, for assistance and clarification. According to the contract, it does not indicate that *** *** was given same as cash, nor is it noted that he would not pay interest on the loan The Company will continue to investigate this matter and will notify you when a final resolution is reached Should you have any questions or concerns in the interim, please do not hesitate to contact me directly at ***. Thank you Sincerely, /s Halle S*** Halle S*** Chief Compliance Officer The Kirby Company Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 24, 2017 Rhonda ***ADR Manager*** Re: Revdex.com ID # *** ** *** ** *** Dear MsW*** Thank you for allowing The Kirby Company ("the Company") an opportunity to address MrM***'s concerns regarding "Bright and Shiny Kirby
Co.," anauthorized, independently owned and operated distributorship of Kirby productsUpon receiving your letter, the Company contacted the owners of Bright and Shiny Kirby Coto discuss MrM***'s allegations that representatives from Bright and Shiny Kirby Cohave been calling his number and his wife's number; number that he alleges are on the national "Do Not Call" list. The Company is still investigating this matter with Bright and Shiny Kirby Coand will update your office once we have received additional information. Thank you again for allowing us the chance to investigate this matter. Sincerely, Sean B***Senior ManagerBusiness Compliance & Consumer RelationsThe Kirby Company*** *** *** ***
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February 1, Re: *** *** * Revdex.com # *** Dear MsH*** Thank you for allowing The Kirby Company (“the Company”) an opportunity to respond to Mika C***s (“MsC***s”) concerns pertaining to her April 20, purchase of a Kirby home cleaning system from Champion Industries Inc(“Champion”), an independently owned and operated distributorship of Kirby products On the same day that the Company received your letter, the Company also received an email from MsC*** requesting cancellation of her purchase under the Company’s nine month Golden Ager/Disabled Consumer Purchase Cancellation Policy (“the Policy”) due to arthritis in her ankle and an upcoming surgery to repair some previous ankle injuries that she had sustainedMsC***, who is years old and lives with her husband and four children, informed the Company that she is the only party on the purchase agreement, and she also stated that if the distributor did not want to cancel the contract, then she wanted the price loweredThe Company told MsC*** that we would be contacting Champion to relay her concerns to them as we were not a party to her purchase agreement The Company spoke with the owners of Champion, and they stated that MsC*** had never contacted them, as she had alleged in her correspondence to your officeFurthermore, MsC***s only right of rescission was the three-day cancellation detailed by law, which MsC*** did not abide by; her first expression of her desire to cancel was through the sending of the email to the Company and the filing of the complaint with your office on the same dayIn fact, United Consumer Financial Services (“UCFS”), the company through which MsC*** financed her purchase, indicated that MsC*** only contacted them once after purchasing her Kirby to inquire only about her balance; UCFS stated that she also made six payments to UCFS after purchasing her Kirby In regards to MsC***s request to cancel under the Policy, this request was also untimely made as it was not done within the nine month time periodDue to all of the above listed items, Champion informed the Company that it would not be honoring her untimely cancellation request Champion did offer to MsC*** to have someone come out to her home to re-demonstrate the Kirby system and to deliver some complimentary s*lies; they indicated that the price would not be lowered anymore due to MsC*** already receiving a discounted price at the time of purchaseThis offer was relayed to MsC***, who informed the Company that she did not want the re-demonstration but she would accept the complimentary bags, belts, and shampoo that Champion will send to herMsC*** was satisfied the resolution of this matterThe Company relayed this information to Champion and will follow through to ensure that the items are successfully delivered Again, the Company thanks your office for allowing us the opportunity to address MsC***s concernsShould you have any questions, please do not hesitate to contact me at the information below Sincerely, Sean B*** Senior Manager Business Compliance & Consumer Relations The Kirby Company *** *** *** ***
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Consumer confirmed via phone the complaint has been resolved