Complaint: ***I am rejecting this response because:
Golden Ager/Disabled Consumer Purchase Cancellation Procedure
Any consumer who, at the time of purchasing a Kirby vacuum cleaning system, is at least sixty seven (67) years old or has a disability (regardless of age) which restricts or prevents the consumer’s use of the Kirby vacuum system, may cancel and rescind the purchase transaction up to nine (9) months after the date of purchase.Upon cancellation of the purchase transaction, the independent Distributor who made the sale will return all deposits, tramerchandise and down payments to the consumerIf tramerchandise is no longer available, the independent Distributor will return to the consumer merchandise of an equal value and a similar type as that of the tramerchandise
First off I was more then willing to comply with cancellation process that your wife described and willing to be paitent with whole procedure I noticed the entire time that my wife and I were talking to your wife about the process you were not in the room at all and the only thing that was wrong was that I did not have that part that fits on top of the vacuum cleaner bag which I said I have at home other than that she said it looked good It was not until you called that this process was denied So again I am still more than willing to provide documentation again why I do not understand but will provide anyways to proceed to use above process There was nothing in your contract about qualifications or denial requirements as you state why I am denied Nor does it state anything about what you state in the Kirby policy Again I am willing to work with the lady or your wife that I talked about this procedure who seemed to be more acceptable of allowing this process to be used than you are
Secondly again Direst Selling Association handbook from the Kirby website hIndependent salespeople shall respect any lack of commercial experience of consumersIndependent salespeople shall not abuse a consumer, compliance with the Federal Trade Commission Cooling-Off Rule does not prevent the Administrator from making a determination that a particular sales practice is deceptive, unlawful or unethical and that a refund or compensation is requiredCONTINUEDDIRECT SELLING ASSOCIATION | CODE OF ETHICS the trust of individual consumers, or exploit a consumer’s age, illness, handicap, lack of understanding or unfamiliarity with a language It was never about the surpassing the three day cancellation process in their contractAccording to the Kirby policy I do not see any requirements for denial or does it state that a person will be denied due to disability like walking There is a line that states full on the bag in which new bags can be purchased I would appreciate it if this process can be utilized that is all I desire.
Sincerely,*** ***
Complaint: ***I am rejecting this response because: Again, another lieI not only talked with a business representative on 11-21-but also I left my number when I called the business on 11-21-and they still refuse to return my callsSea Tac Distribution did not nor do they currently represent themselves in a truthful manner and I will warn everyone I know of their shoddy business practicesThey didn't receive a written cancelation notice because we were instructed to call in our cancellationI will explore other means to litigate this issue as well.Sincerely,*** ***
We are reviewing the contract in questionWe did speak to the customer and asked him about mailing his cancellationThe contract clearly states that anyone can cancel this contract with in three days as long as the postal mark is prior to the cancellation dateWe did contact the independent sales
associate and asked if she stated that the customer may verbally cancelShe stated that she didn't recall making such a statementWe will be reviewing this issue further at the beginning of the weekWe would also like to inform the customer that the sale was conducted by a independent sales associate that is not employed by Sea Tac DistributionThis independent dealer is self employed and is authorized by Sea Tac Distribution to use financing available to independent dealers through our company to sell consigned equipment and finance through our financing companiesIf there are any further questions they may contact us directlyThank you and we will be awaiting the customers response
The information that the customer supplied regarding cancelation procedures and the federal cooling off period have been complied with by Sea Tac Distribution. We are standing by our decision as far as the customer contract. If the customer has any questions regarding the use of the Kirby system we would be more than happy to help him.
Complaint: [redacted]I am rejecting this response because:
Mr. Pete keeps stating that we had sucked up a large item into our vacuum. However, when my husband went to pick the vacuum up he asked to see what was sucked up that had caused the fuse line to burn out. Mr. Pete stated he did not know and called Tim, the gentlemen who had fixed the vacuum cleaner on speaker phone. Tim had stated that he DID NOT find anything in the vacuum and was surprised that it had just stopped working. As Mr. Pete has said multiple times that it was a large item that had caused the problem; then why was nothing found inside the cleaner that would have cause such a problem? The cap that was found by Mr. Pete was on a metal screw that kept it from ever entering the vacuum. That cap had no part in the problem in the first place. I have attached 2 photos showing how it is physically impossible for the cap to go anywhere other then where it was found.
Secondly, we received our warranty after we had signed our paperwork. The white envelope that contained the warranty and receipts was not handed to us until after it was all said and done. After having such an issue with our Kirby we referred to our warranty. Which I found the Disabled Consumer Purchase Cancellation Procedure. One of the first things I stated the to Mr. Pete was how hard of a time I have with the Kirby because of how heavy it is. I explained to Mr. Pete how I had been medically separated from the Army due to a torn rotator cuff in my right shoulder and nerve damage in my left foot. Which I have no problem providing Medical Documentation. As a Veteran himself I would thought he would have told me about this cancellation procedure. His response to me not being able to carry the cleaner up the stairs was to purchase another one for the other floor. I think purchasing another one is totally impractical. I look forward to your response and thank you in advance for your time and attention with this matter.Sincerely,[redacted]
Mr. [redacted] Brought his Kirby Vacuum in and we connected the bag for him and the Kirby was working fine. He did state that he wanted to cancel his contract and I told him that it was past cancellation. He proceeded to talk about the golden ager/ Disability policy. I had stated that the disability...
qualifications are for people that are unable to walk and do normal day to day activities. Mr. [redacted] is rated with the veterans administration and I am as well. I have one of the highest disability rating but am able to do normal day to day activities. When ever a Kirby is sold to a veteran I make sure that they are able to use the system and more importantly I make sure that the question is asked if they are able to use it. I am denying the return of the Kirby system at this time. The customer brought the Kirby into our office with the Bag completely overfilled and extremely dirty. The metal is scratched and the Kirby had been used repeatedly. If Mr. [redacted] needs any further assistance with his Kirby vacuum we would be more than happy to assist him.
Complaint: [redacted]I am rejecting this response because: The sales associate in question (Mary) still mislead us when we asked for clarification of the cancellation policy and gave us he wrong information. I did finally talk to someone through the company on 11-21-15 and by his own admission acknowledged the sales associate was relitively new. He promised to investigate and return my call which he never did. Obviously Sea Tac Distribution has no intentions of correcting the mistake their sales associate committed. They claim Sea Tac Distribution is separate from the sales associates. If that is true, why is the only contact number provided that of Sea Tac Disttibution and not the sales associate? I want the contract canceled and the vacuum returned.
Sincerely,[redacted]
The Kirby system that the customer wanted to returned was abused severely. The customer had damaged the equipment by vacuuming up water and the power head of the machines and brush roll was Completely soiled. We are unable to except the return of this machine due to abuse.
I am not certain why there wasn't a number left for the customer but as we stated in the initial response the customer had the contract in hand and it clearly states how to cancel this contract. Your cancellation would have had to be post marked by the date noted on the bottom of your contract. Sea tac distribution has never received any form of cancellation for this contract from the customer. at this time the contract stands as is. If anyone needs assistance with their equipment we would like to extend a helping hand to make sure they have full use of the equipment purchased.
Mr. and Mrs. [redacted] brought in their Kirby vacuum in for repair. They stated that the Kirby wasn't running and before it shut off it was making a extremely loud noise. When I examined the Kirby it had a plastic cap on the shaft of the Kirby. I explained that the cap wasn't part of the Kirby and...
that it had been sucked up. I also had Mrs. [redacted] fill out the work order which explained that warranty parts are covered but the maintenance fee would be applied. She filled it out and signed it. The Kirby fusible link in the Kirby had been burnt out which is a common occurrence when large items are sucked up into the motor. Mr. [redacted] wasn't happy about the $32.00 charge that was charged for maintenance on the Kirby. Sea Tac Distribution offers service for the Kirby vacuum through a service provider that charges $30 dollars a hour. the Kirby vacuum company covers the warranty but does not cover maintenance charges and that is explained in the warranty papers that the Purcifuls received. We did give the Purcifuls $17.00 dollars worth of free supplies for the inconvenience that they felt they were put through. As far as returning the Kirby vacuum that Kirby is assigned to them with the Kirby company and it can not be returned at this time. If the customers need any help with their system we would be more than happy to teach them how to properly use the system and we have already advised them not to suck up large items such as the cap that the Kirby had when they brought it in. Please feel free to call or email us if any other information is needed.
Complaint: ***I am rejecting this response because:
Golden Ager/Disabled Consumer Purchase Cancellation Procedure
Any consumer who, at the time of purchasing a Kirby vacuum cleaning system, is at least sixty seven (67) years old or has a disability (regardless of age) which restricts or prevents the consumer’s use of the Kirby vacuum system, may cancel and rescind the purchase transaction up to nine (9) months after the date of purchase.Upon cancellation of the purchase transaction, the independent Distributor who made the sale will return all deposits, tramerchandise and down payments to the consumerIf tramerchandise is no longer available, the independent Distributor will return to the consumer merchandise of an equal value and a similar type as that of the tramerchandise
First off I was more then willing to comply with cancellation process that your wife described and willing to be paitent with whole procedure I noticed the entire time that my wife and I were talking to your wife about the process you were not in the room at all and the only thing that was wrong was that I did not have that part that fits on top of the vacuum cleaner bag which I said I have at home other than that she said it looked good It was not until you called that this process was denied So again I am still more than willing to provide documentation again why I do not understand but will provide anyways to proceed to use above process There was nothing in your contract about qualifications or denial requirements as you state why I am denied Nor does it state anything about what you state in the Kirby policy Again I am willing to work with the lady or your wife that I talked about this procedure who seemed to be more acceptable of allowing this process to be used than you are
Secondly again Direst Selling Association handbook from the Kirby website hIndependent salespeople shall respect any lack of commercial experience of consumersIndependent salespeople shall not abuse a consumer, compliance with the Federal Trade Commission Cooling-Off Rule does not prevent the Administrator from making a determination that a particular sales practice is deceptive, unlawful or unethical and that a refund or compensation is requiredCONTINUEDDIRECT SELLING ASSOCIATION | CODE OF ETHICS the trust of individual consumers, or exploit a consumer’s age, illness, handicap, lack of understanding or unfamiliarity with a language It was never about the surpassing the three day cancellation process in their contractAccording to the Kirby policy I do not see any requirements for denial or does it state that a person will be denied due to disability like walking There is a line that states full on the bag in which new bags can be purchased I would appreciate it if this process can be utilized that is all I desire.
Sincerely,*** ***
Complaint: ***I am rejecting this response because: Again, another lieI not only talked with a business representative on 11-21-but also I left my number when I called the business on 11-21-and they still refuse to return my callsSea Tac Distribution did not nor do they currently represent themselves in a truthful manner and I will warn everyone I know of their shoddy business practicesThey didn't receive a written cancelation notice because we were instructed to call in our cancellationI will explore other means to litigate this issue as well.Sincerely,*** ***
We are reviewing the contract in questionWe did speak to the customer and asked him about mailing his cancellationThe contract clearly states that anyone can cancel this contract with in three days as long as the postal mark is prior to the cancellation dateWe did contact the independent sales
associate and asked if she stated that the customer may verbally cancelShe stated that she didn't recall making such a statementWe will be reviewing this issue further at the beginning of the weekWe would also like to inform the customer that the sale was conducted by a independent sales associate that is not employed by Sea Tac DistributionThis independent dealer is self employed and is authorized by Sea Tac Distribution to use financing available to independent dealers through our company to sell consigned equipment and finance through our financing companiesIf there are any further questions they may contact us directlyThank you and we will be awaiting the customers response
The information that the customer supplied regarding cancelation procedures and the federal cooling off period have been complied with by Sea Tac Distribution. We are standing by our decision as far as the customer contract. If the customer has any questions regarding the use of the Kirby system we would be more than happy to help him.
Sincerely Sea Tac Distribution
Complaint: [redacted]I am rejecting this response because:
Mr. Pete keeps stating that we had sucked up a large item into our vacuum. However, when my husband went to pick the vacuum up he asked to see what was sucked up that had caused the fuse line to burn out. Mr. Pete stated he did not know and called Tim, the gentlemen who had fixed the vacuum cleaner on speaker phone. Tim had stated that he DID NOT find anything in the vacuum and was surprised that it had just stopped working. As Mr. Pete has said multiple times that it was a large item that had caused the problem; then why was nothing found inside the cleaner that would have cause such a problem? The cap that was found by Mr. Pete was on a metal screw that kept it from ever entering the vacuum. That cap had no part in the problem in the first place. I have attached 2 photos showing how it is physically impossible for the cap to go anywhere other then where it was found.
Secondly, we received our warranty after we had signed our paperwork. The white envelope that contained the warranty and receipts was not handed to us until after it was all said and done. After having such an issue with our Kirby we referred to our warranty. Which I found the Disabled Consumer Purchase Cancellation Procedure. One of the first things I stated the to Mr. Pete was how hard of a time I have with the Kirby because of how heavy it is. I explained to Mr. Pete how I had been medically separated from the Army due to a torn rotator cuff in my right shoulder and nerve damage in my left foot. Which I have no problem providing Medical Documentation. As a Veteran himself I would thought he would have told me about this cancellation procedure. His response to me not being able to carry the cleaner up the stairs was to purchase another one for the other floor. I think purchasing another one is totally impractical. I look forward to your response and thank you in advance for your time and attention with this matter.Sincerely,[redacted]
Mr. [redacted] Brought his Kirby Vacuum in and we connected the bag for him and the Kirby was working fine. He did state that he wanted to cancel his contract and I told him that it was past cancellation. He proceeded to talk about the golden ager/ Disability policy. I had stated that the disability...
qualifications are for people that are unable to walk and do normal day to day activities. Mr. [redacted] is rated with the veterans administration and I am as well. I have one of the highest disability rating but am able to do normal day to day activities. When ever a Kirby is sold to a veteran I make sure that they are able to use the system and more importantly I make sure that the question is asked if they are able to use it. I am denying the return of the Kirby system at this time. The customer brought the Kirby into our office with the Bag completely overfilled and extremely dirty. The metal is scratched and the Kirby had been used repeatedly. If Mr. [redacted] needs any further assistance with his Kirby vacuum we would be more than happy to assist him.
Sincerely, Sea Tac Distributon
Complaint: [redacted]I am rejecting this response because: The sales associate in question (Mary) still mislead us when we asked for clarification of the cancellation policy and gave us he wrong information. I did finally talk to someone through the company on 11-21-15 and by his own admission acknowledged the sales associate was relitively new. He promised to investigate and return my call which he never did. Obviously Sea Tac Distribution has no intentions of correcting the mistake their sales associate committed. They claim Sea Tac Distribution is separate from the sales associates. If that is true, why is the only contact number provided that of Sea Tac Disttibution and not the sales associate? I want the contract canceled and the vacuum returned.
Sincerely,[redacted]
The Kirby system that the customer wanted to returned was abused severely. The customer had damaged the equipment by vacuuming up water and the power head of the machines and brush roll was Completely soiled. We are unable to except the return of this machine due to abuse.
I am not certain why there wasn't a number left for the customer but as we stated in the initial response the customer had the contract in hand and it clearly states how to cancel this contract. Your cancellation would have had to be post marked by the date noted on the bottom of your contract. Sea tac distribution has never received any form of cancellation for this contract from the customer. at this time the contract stands as is. If anyone needs assistance with their equipment we would like to extend a helping hand to make sure they have full use of the equipment purchased.
Mr. and Mrs. [redacted] brought in their Kirby vacuum in for repair. They stated that the Kirby wasn't running and before it shut off it was making a extremely loud noise. When I examined the Kirby it had a plastic cap on the shaft of the Kirby. I explained that the cap wasn't part of the Kirby and...
that it had been sucked up. I also had Mrs. [redacted] fill out the work order which explained that warranty parts are covered but the maintenance fee would be applied. She filled it out and signed it. The Kirby fusible link in the Kirby had been burnt out which is a common occurrence when large items are sucked up into the motor. Mr. [redacted] wasn't happy about the $32.00 charge that was charged for maintenance on the Kirby. Sea Tac Distribution offers service for the Kirby vacuum through a service provider that charges $30 dollars a hour. the Kirby vacuum company covers the warranty but does not cover maintenance charges and that is explained in the warranty papers that the Purcifuls received. We did give the Purcifuls $17.00 dollars worth of free supplies for the inconvenience that they felt they were put through. As far as returning the Kirby vacuum that Kirby is assigned to them with the Kirby company and it can not be returned at this time. If the customers need any help with their system we would be more than happy to teach them how to properly use the system and we have already advised them not to suck up large items such as the cap that the Kirby had when they brought it in. Please feel free to call or email us if any other information is needed.
Sincerely, Sea Tac Distribution