Kirby Co. of Northern California

I have had the same experience as the several other last reviewers. I did purchase a Kirby "Cleaning System" from the salesman. He left without giving me a copy of the "Lifetime Warranty" saying he would be back with it and the local source of warranty service. It has been 3 days now, he has not returned and has checked out of the motel. The Kirby web site states that the warranty is 3 years, not lifetime. Also the sales person sold us a vacuum that is apparently not the latest model - probably a previous model demo. Would not take a credit card. The contact number he left is no good. I will attempt to stop payment on the check tomorrow when the bank opens. Hope it's not too late.

Review: False, deceptive and misleading sales practice used to enter my home under false pretense as a conventional Carpet Cleaning company.Asked lead gather if, in fact, she was promoting a small carpet cleaning company. Answer: YesAsked if she would do cleaning. Answer: Yes, me or another employee. Everyone licensed and bonded.Asked how long service will take. Answer: 20 min to clean, 20 min to dry. Service under 1 hour.Who returns to my door an hour later? Answer: slick looking sales jockey wearing a tie and a lowly, slow, inexperienced looking assistant toting a large box. They enter my home to clean the carpet and then I notice Kirby on the side of the box and immediately protest their presence.Sales jockey continues to persuade me to allow them to clean my carpet with fairly tale win/win benefit. "If you like us, maybe you'll refer us..."Long, sordid, manipulated and bald face lie story ends 2 hours later after demanding assistant call his "boss, supervisor, salesman" to pick him up. Assistant was slow, unprofessional, ignorant, claiming to be on staff LESS THAN one week. What a sham! He was an untrustworthy stranger in my home whom I had to baby sit/watch for 2 hours straight. Was that the advertising claim? Was that the pretense which they entered my home? Don't think so, you? After dismissing his assistant, I chewed out Sales Rep for his false, misleading practices. Inflamed, I ranted that they better be legitimate. They will be checked out and their behavior worthy of a FTC/Consumer Affairs complaint levied against him and KCNC, INC. Nobody knew anybody they worked with. Salesman didn't know full name of false lead generator. Assistant didn't know full name of Salesman. When asking name of assistant (actual carpet cleaner/sales trainee who dared to engage me further in deceptive sale), he gave a first name, then offered his CDL with (4) more names on it. What? Who are you?Suffice to say, felt violated and lied to from beginning to end, until I asked them to leave. Disgusted.Desired Settlement: Please help me fully investigate this matter and file, or direct me as to how to file, additional complaints for deceptive sales, advertising and/or promotion practices.Do you recommend filing a complaint directly with company too?Finally, written acknowledgement from company they will cease this false advertising/sales activity.Thank you for your assistance.NOTE: Retained deceptive flyer to evidence this complaint.

Business

Response:

[redacted] with Nor Cal Solutions buys Kirby’s from KCNC, Inc. he is an independent vendor. We have no control over [redacted]'s business practices. We however did review this complaint with him & he stated that the canvasser was trained correctly but she either over or understated the intent of no cost service. [redacted] did mention that he himself talked with the customer before proceeding & the customer was fine with the no cost cleaning in exchange for a demonstration (sales pitch) on the new Kirby cleaning system. KCNC advised [redacted] to re-train canvassers to disclose complete intent to advertise for sale the product with no cost cleaning as a bonus. [redacted] agreed that he would follow up with continued proper training to offer complete discloser of intent to sell Kirby systems. Since Kirby systems are sold by independent dealers & door to door we appreciate all communication involving business practices. Thank you, we are sorry for your inconvenience.

Consumer

Response:

I am rejecting this response because:1. Not factual and laughable that Kirby would suggest they have no control over their sales practices1.5. I never agreed to listen to a sales pitch, and was very clear about it from inception. Nor did I ever agree to have a stranger in my home for over 2 hours.2. No acceptance of culpability by Kirby, suggesting their independent contractor arrangement shields them. 2.5 Odd that [redacted] explained that he lacked similar control over his contracted canvassers and he was not required to know their names???3. Never agreed to listen to a sales pitch for a $3,000+ vacuum; in fact, so stated it would be a cold day in hell, and stated tactic was clear "bait and switch" effort to get me into something I did not ever intend on buying because that's not why they were let in my home [see previous message].4. Inexperienced and slow personnel dropped off and expected to sell product. Once started process, hard to stop and felt uncomfortable with them in my home entire time.5. [redacted] knew full well my disgust and displeasure with Kirby sales practices and it is a direct reflection on Kriby, as he hawks your wares.

Review: Three or four days ago, I received a phone call in the evening. I told him I was on the DO NOT CALL REGISTRY and did not accept sales calls. He insisted it ws not a sales call, but a survey of three short questions. Reluctantly, I answered the questions. The 1st was regarding whether we cleaned our carpets ourselves, or whether we paid someone to do it. The 2nd question asked what kind of a vacuum we used. The last was about who did most of the vacuuming in the house.LO AND BEHOLD, they called me back the NEXT day regarding the "survey." He went on to ask if I would be willing to let them come clean 1 room and insisted there would be no sales. He said KCNC was not an acronym (lie).This is NOT a carpet cleaning business. IT IS A KIRBY SALES SCAM! They don't tell you who they are, and they offer to clean a room of carpet in your house. After I actually agreed to let them (I'll NEVER do that again), I googled them and found out they were KIRBY. I IMMEDIATELY called and cancelled the appointment I had made with them for today at 12:30 (left a long message). I even called a second time the next day to tell them that I wanted to make sure they knew that I did not want them coming to my home, and that they would not be let in.Well, guess who just showed up at our home TWO hours before my CANCELLED appointment? YUP! The Kirby guy (KCNC). He was all happy saying he was here to clean my carpets. I told him I had called TWICE to cancel my appointment and that he was not to come. He said, "They didn't tell me. I had no idea. So, you're not going to let me get paid?" I told him again that I had cancelled the appointment with two very explicit phone calls and that the answer was no. He then asked me what kind of system I was currently using and when I told him that was really not his business. He said, "I'm leaving." And off he walked.THIS COMPANY IS DISHONEST, AND THEY ARE VERY MANIPULATIVE AND DISRESPECTFUL. I cannot believe he showed up at my house! I should have called the police.Desired Settlement: I would like them to be heavily fined for breaking the law by calling people who are on the DO NOT CALL REGISTRY. I would like them slapped with legal penalties for harassment. They sent someone to my home (and two hours early) after I formally requested TWICE that they not come to my home. That is harassment -- coming on our private property when we formally asked them not to.Ultimately, I would love to have them closed down. They specifically told me, by the way, that you endorse them.

Business

Response:

We only call from scrubbed lists, we are not sure why we received this number. We will check with our list provider & correct the problem. We train our survey staff to immediately stop the call when the customer mentions the Do Not Call list. We have added this number to our Do Not Call list & we have dismissed the person who completed the survey. We also train our appointment setters to confirm each appointment. The confirmation explains to the customer that the Kirby demonstration is our form of advertising, even tho the carpet shampoo is at no charge we do the shampoo for advertising of the Kirby home products. We have reviewed the confirmation process with the appointment setter & he assures us that he is & will continue to follow the recommended procedure. We added this complaint to our employee file. We thank you for your response & will be sending you a gift for your inconvenience. We can monitor & correct problems with our staff with communications like this & we do just that, thank you. We have been a Kirby distributor since 1983 & customer satisfaction is our number 1 concern.

Review: In mid-September I received a call from a company identified only by its initials, KCNC, offering me a free carpet cleaning with superior results with their equipment. The rep stated that he was new to this area and would include only one big room, if more areas needed to be cleaned it would incur a cost. He showed up a few days later with a Kirby vacuum/shampoo machine and proceeded to talk about the wonders of the equipment which continued for the next two hours, trying to convince my husband and me to buy this machine. When he finally got around tot he shampoos two small areas of the room and following two phony phone calls from "his boss" the price of the vacuum had declined from $4,250 to $2,00 and $1,000 he was obviously angry and stormed out of the house without another word. By that time I was upset, felt abused by his constant harassment to buy the machine. I am familiar with Kirby products and think that a company with their excellent reputation should be more selective with the representatives they choose to choose to sell their products. It was a scam to gain entrance into our home with the only idea to sell a vacuum. I have learned from this experience-it will never happen again!!Desired Settlement: It was a scam to gain entrance into our home with the only idea to sell a vacuum. I have learned from this experience-it will never happen again!!

Business

Response:

KCNC, INC. sets appointments for no cost carpet shampoos for advertising Kirby products. Independent retailers purchase leads from KCNC, INC. KCNC, INC. has no control over pricing of products or the sales process. Our Confirmation script states "Before I go, let me just cover a couple of details with you: • First of all, don’t worry about moving anything out of the room, they will take care of that. We normally don’t move any of the real heavy objects, but we do clean around them. • Again, there is no charge for the service, they only ask that you watch them do it so they can demonstrate their system. • The system that they demonstrate is for sale, it is the Kirby Avalir system – It is a dry foam system that uses very little water so you will be able to walk on it in as little as 30-40 minutes. It is also a powerful upright vacuum that will deep clean imbedded sand and grit." We have review the customer's complaint with our telemarketing department & the telemarketer that set the appointment. A copy of the complaint will remain in the telemarketers file & if we recieve future complaints it will affect further employment with our company. The retailer has also received a copy of the complaint & we have retained a copy in the retailers file for future review to deturmine if further business with this retailer will continue.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. " I just wanted to express how their representative behaved. On Friday I received a package at my door, it was sent from KCNC in Sacramento, Ca. The note said sorry for the inconvenience, Kirby Vacuum. I did not expect or want a gift. But I thank you. This matter is resolved "

Review: Phone solicitor made an appointment to foam clean 3 pieces of furniture at 3:00 Friday July 24. Appointment for one hour, just had to watch demonstration. She did not tell me this was [redacted], or I would have declined. They show up hours early and upset my husband who is 91 and has some dementia. I ask him to cancel, but he's unable to accomplish this as they show up at about 3:30. They demonstrated for at least three hours and never did clean the items promised. I told them all along I was not in the market for anything today, but the lead sales person is really good.He keeps coming down on the price until he convinces us we want this.I already had a [redacted] some years ago and knew I did not want one. The man "[redacted]" left his phone number which I called early Saturday 7-25 and asked to cancel and please pick up equipment. I called twice today, and he's not responded. Then I read the reviews online for KNCN and of my gosh!!! If the reviews are accurate they've bilked others as well. Taking advantage of senior is as low as you can get.Desired Settlement: We want these people to pick up their equipment, I don't want a Kirby and never did. I want my check returned if they still have it.

Business

Response:

Our telemarketing department sets demonstration appointments for advertisement purposes of the Kirby Avalir Shampooing system. The telemarketer informs the clients that they will have a room or a few furniture pieces cleaned at no cost, providing they watch a demonstration in order to advertise our product. [redacted] purchased a new Kirby Avalir system resulting from the demonstration and cancelled the agreement within the three days allotted by our agreement. Our office received notice of cancellation on the 29th, the product was returned on the next day, and all proceeds from the purchase were returned to [redacted] on the 31st. If Mrs. [redacted] would like for KCNC, INC to complete the cleaning of the items promised, she can contact us at ###-###-#### to set an appointment.

Review: This carpet cleaning business (Kirby) offered a promotional service of cleaning the carpet of one room for free. I took advantage of this offer on June 21st. There were dark streaks and spill marks left all over the carpeting. I called them back to take care of it. Another appointment was made and they didn't show or call. I called again, again and again insisting to speak with the manager and finally an employee came on the 28th. Some of the marks came out, however, the worst is still there in a very obvious spot. I called again and told the receptionist that I wanted the manager to call THAT day. She told me that the cleaning was not guaranteed and there was nothing they could do about it. Jason (mgr.?) called that evening and we set up an appointment for July 17th as we were going on a trip. No one came or called. I have not called them since.Desired Settlement: I want the spots removed or the carpeting replaced.

Consumer

Response:

Thank you vey much for your assistance in getting KCNC here to remove the carpet stains they left when they cleaned my carpet in July.