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K N W Distributing Inc

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K N W Distributing Inc Reviews (2)

Review: Business sold a vacuum to my Mother who lived alone and has dementia for $2,000 cash plus 2 of her vacuums on trade in. This is above retail value of vacuum. She has never used vacuum because of her mental inability. She signed a contract that allowed her 3 business days to cancel. She did not have mental capacity to make executive decisions and did not consult family. We feel that she was taken advantage of. Desired Settlement: As her Power of Attorney, I contacted Kirby to return the vacuum in same condition as purchased for a refund in the amount she paid ($2,000).

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/10) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]

Enclosed is the reply to the Complaint filed by [redacted].

[redacted] purchased Kirby Vacuum Cleaner unit through independent dealer [redacted] on 5/19/2012. As per the terms of the contract, and laws of the State of Washington, Customers have THREE BUSINESS DAYS to cancel the purchase. Secondly, individuals over the age of 67 fall in a category of 'Golden Ager/ Disabled' have an additional 9 MONTHS from the date of purchase to rescind the contract/ purchase. In broader terms, it means Customers diagnosed with any disabilities, have 9 months from the date of the contract to rescind. The "Cancellation Information" is provided to all customers in writing at the time of purchase.

We were never contacted by the customer, nor any relative, within the stipulated period of rescission in writing. As per the complaint by [redacted], son of the purchaser, he wrote us a letter intending to cancel on 28th May, 2013, which is after a full year had elapsed.

Therefore the contract cannot be cancelled or rescinded.

As per Mr.[redacted] stating that he contacted us "to Cancel" in Feb 2013 is false. Any messages or Cancellation queries received by phone is documented in message books and followed up religiously. That is the reason we have a A+ rating in the Revdex.com. Further, he accuses us of selling at a high price comparing [redacted] prices where most used things are sold.

Consumer's Final Response /* (3000, 12, 2013/08/07) */

Business reply is dishonest. I contacted KNW by phone in February. Whether their phone log reflects it, or not, I spoke with MR. [redacted] directly. My call to him was to inquire into the retail value of the vacuum and to request that he honor the return of the vacuum since my mother has Alzheimer's and did not have the capacity to make a financial decision when she purchased the vacuum. He told me that the retail value of the vacuum was approximately $1,700. Even though the vacuum is unused and in it's original condition, he refused to work with me on any arrangement to return the vacuum.

In summary, on May 19, 2012, a salesman, [redacted], from KNW Distributing company visited my mother, [redacted], at her home in Elma WA and sold her a Kirby Sentria vacuum cleaner (Model G10D) in exchange for $2,000 and trade-in of her [redacted] and [redacted] vacuums. At the time, my mother was 84 years old and living alone.

In January of 2013, my mother was clinically diagnosed with Dementia and determined to be incapable of making financial decisions. We moved my mother to our home in Snohomish as she was not able to live alone any longer. It was at that time that we discovered her purchase of the vacuum, but it wasn't until February that we located the receipt. We immediately contacted KNW Distributing and spoke with Mr [redacted], the owner, to explain the situation and arrange for a return. You refused any kind of return

Based on my conversation with [redacted] in Renton, this vaccuum retails in stores for about $1,200. New (not used) Kirby vacuums of the same model listed on [redacted], the retail (not resaale) between $700 to $1,200. However, my mother was charged $3,300 according to the sales receipt. She was credited $1,300 for the trade-in value for her vacuums and wrote a check for the balance, $2,000.

I sent a formal letter to the company in May 2013 as follow up to our phone conversation. We received a response that he was out of the country and would respond upon his return June 18. 2013. We filed the complaint with Revdex.com on July 29, 2013 after hearing nothing.

We are aware of the return policy, however we thought that any honorable business would take back the unused vaccuum from an old woman living alone. Our position remains that the company took advantage of a senior citizen, regardless of whether the salesman knew about her inability to make financial decisions.

If the company will not take the vacuum back for a full refund, our middle ground offer is that they refund her the amount she was overcharged, $700.

Business' Final Response /* (4000, 14, 2013/08/12) */

Our Vacuum Cleaners are sold for a wide range of pricing. The net price paid by customers vary depending on Trade-In, adding or subtracting "Optional Accessories", and mode of payment.

We are an authorized Factory Direct KIRBY distributorship, unlike [redacted] and "[redacted]", who do not have authority to sell NEW Kirby Vacuum Cleaners. Average price paid for a Kirby Vacuum around the country ranges between $2000-$2600.

Customer has been addressed of the policies and procedures, and deadlines and requirements for refunds and cancellations, and repeatedly tries to slander our company. No refunds will be made.

Review: My name is [redacted] and I live [redacted] Bellingham WA 98225. While cleaning our rental at [redacted] we were approached at our door by a company (knw distributing) promising a new location in bellingham for kirby sales and service. We were planning on purchasing new carpet and blinds due to dirt and stains and your sales representative promised the vacuum could clean both and help us save money by not replacing the carpet. The meeting lasted HOURS with a lot of demo and a promise to clean an entire room. The gentleman did clean the carpet however by the next morning there was still stains everywhere. I continued to vacuum with our new kirby more than 7x the recommended pattern. Still no clean carpet and the blinds were not coming clean either. So called the number for [redacted] (spelling) at the head office and explained my disappointment about the claims of the representatives as well as the mess that was left in the bathtub by the representative. [redacted] came up to bellingham and apologized for the poor representation....said all of these stains wouldn't come out without special products and some stains might never come out. He also apologized for the false promise that our $500 blinds would be able to be cleaned. [redacted] was able to work a small part of the carpet and get it cleaner with more products that he brought up. He was so disappointed by the representatives claims that he wanted to meet again with the representative at our house to make him clean the carpet and have a "learning" moment. We scheduled an appointment for that but by this time I was 10 hours into the kirby and needed to return to my job, my kids, my 3 properties etc and felt very uncomfortable with the idea of the confrontational moment with the young representative. Also I had renters that were ready to move in. I canceled the appointment and worked hard the next 2 days to clean the carpet with the products from [redacted]. Unfortunately the carpet never came clean like originally promised.

During our presentation we were also promised a zip brush and a hardwood floor kit that would be demonstrated by a qualified employee within 7 days (this is written on our contract). Over the last 5 months have called and left messages with [redacted] as well as txt messages (I am able to provide my phone record to prove I attempted to contact KNW).

With no response I called the office in Mount Vernon and spoke with a receptionist that was apologetic and said she WAS aware that products hadn't been shipped and she was in the process of doing so.

After a week of no package I called and spoke with her again. She explained there were several packages she needed to send and she was very busy.

After a 3rd week I called her again this time explaining my disappointment and intentions to contact the Washington State AG office. She said she was very busy. I never heard from [redacted] so I proceeded with a complaint with the WA AG.

SO since I have contacted the WA AG office and they are processing a claim. Of course this got the attention of [redacted] who insists that he sent the products out in Feb (mind you there was supposed to be a demonstrations as well)... but would go ahead and resend them. I asked him if he had proof of shipment and he doesn't. Also I explained that his secretary told me she was aware that I was never sent the products. I asked [redacted] about the promise of a local store opening Feburary and he explained that they chose not to open it...... Yet another promise broken. I explained that at this point I am extremely displeased with knw distributing and want to wash my hands of them and their products. Hence I want to return the vacuum for a full refund.He said "you can do this the hard way or the easy way". Which sounded like a threat. Luckily I did have [redacted] on speaker so my husband is able to verify the words used in the conversation.

1. contract was broken when written promise was to happen with in 7 days of purchase. I still have no product and no demo

2. purchase of a vacuum with a flyer promising a store opening in 30 days in bellingham. Still no store open in bellingham

3. left with a vacuum that I have to drive 30+ miles to service with a company who is not ethical nor trustworthy. Our vacuum handle broke this morning and Kirby Co says my next closest choice is Bellevue (over 80 miles away). Kirby was disappointed to hear this poor experience in regards to their product. I was told to call on monday a.m. to explain to explain our negative experience with knw with their costumer care center.

4. ended up still having to replace the carpet (2k investment and inconvenience to our renters)

I fulfilled my contract with prompt payment. KNW voided the contract with their false promises and inability to deliver. We no longer want to deal with this division of your company.

This has been a very unfortunate experience! I like the kirby product but don't want to have to deal with the mount vernon knw distributors nor do I want to drive 80+ miles when I am having a warranty issue with my vacuum. We want our money back and to return the product to you.

Our case is 2 weeks in with the WA AG office and can take up to 4 weeks. A division of your company has clearly dropped the ball in our case and has voided our contract in so many ways. I am not understanding why we have to be such a squeaky wheel to get what is deserved.

Desired Settlement: Full refund

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/19) */

[redacted] (husband to [redacted]) purchased Kirby Vacuum Cleaner unit from Independent Dealer [redacted] on 1/25/2013. Customers who purchase these vacuum units are well aware of terms and conditions of price, payment, promises and other terms of contracts. They are further contacted after the rescission date by the Finance Company to ensure they understand the terms of the contract and have received and are happy with the purchase. All customers have THREE BUSINESS DAYS to cancel any contract in the State of Washington.

Sellers (Independent Dealers) are responsible for and promises/agreements made between dealer and customer. As stated on the contract - "Office is not responsible for any post sale promises/ agreements (supplies, services) made between dealer and customer". [redacted] called our office on the 27th January, to inquire about certain stains that did not come out of her carpet. To show good faith, our owner, [redacted] personally went to her house to inspect and shampooed her carpet once again on the 28th January. As per notes, [redacted] advised [redacted] that all stains do not come out by shampooing. HE showed [redacted] once again how to use the equipment, and she was happy. He further explained to her that Blinds cannot be "cleaned" but "vacuumed" by the Kirby vacuum cleaner. The promised supplies (Zip Brush and a Hard Floor Brush ) were MAILED to customer on 2/5/2013 by US Mail to - [redacted] Bellingham, WA 98225. These are documented on the contract by our internal administration.

[redacted] called us back in end June stating that she unhappy that she did not receive the supplies. She wanted to talk with [redacted] specifically. We looked up our records and mentioned to her that supplies were definitely mailed out in Feb 2013, and that [redacted] was out of the country. On his return she was called and to make her happy once again, we mentioned that we would mail another set of "Zip Brush" and "Hard Floor Brush". Her calls were promptly returned and attended to. She went on to say that she would now contact the Attorney General and the Revdex.com. She has been a tough customer to please, who has intended to make situations difficult for her and us.

The Vacuum is non-refundable as per written contract. With every purchase, there is an instruction manual and a DVD included that has instructions how to use the vacuum and accessories. [redacted] is welcome to visit our customer service location in Mount Vernon to seek additional assistance.

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Description: Vacuum Equipment & Systems

Address: 139 E Fairhaven Ave, Burlington, Washington, United States, 98233-1701

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