Sun West Kirby

To Whom It May Concern:We do the best we can to give our customers good service and a good product. In this case we did everything we could to satisfy an unhappy customer. Mr*** purchased the Kirby on 12/2/and as required by law was given his 3-day cancellation
paperwork. On 1/2/we called the ***’s and did our month customer satisfaction survey which is enclosed, he was a satisfied customer at that point. On 1/14/Mr*** called and said his machine would not turn on. We tried to troubleshoot over and phone and he wanted to bring it in instead. Mrs*** called back right away angry and we mentioned that it is fully covered and if there is an issue we will solve it free of charge of course. On 1/15/Mr*** did come in to our officeHe again stated that his Kirby would not turn on. When I attempted to take a look at his Kirby he refused to allow me to see the machineHe wanted a full refund periodHe became enraged and scared the people in the buildingHe threatened to throw his Kirby through the front window, we then asked him to leave with his Kirby. He refused, and continued to be loud and threatening. We then told him several times that we would call the police if he did not leave. At that point he left screaming out the door. After Mr*** left he made some calls back to us threatening our managers by stating, “I know what kind of car you drive, you better watch out.” He was then told not to call back In conclusion:Mr*** refused service for his machine which would have taken care of the issue within minutes. The purchase was on 12/2/so there will be no refund. We do not want Mr*** on our premises for the safety of everyone. We can still fix his Kirby if someone else brings it to us. I hope that we are given the opportunity to make out customer happy. Sincerely, Sun West Kirby

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAs I stated in my original complaint, I do not want this product and do not want to do business with this company or its affiliatesI want the contract terminated as I do not want to pay for this productThis is the only resolution that I will acceptRegards,
*** ***

Mr*** refused service for his machine which would have taken care of the issue within minutes. The purchase was on 12/2/so there will be no refund. We do not want Mr*** on our premises for the safety of everyoneWe can still fix his Kirby if someone else brings it to us. I hope that we are given the opportunity to make out customer happy

Unfortunately [redacted] is not our customer, and we cannot discuss her mothers purchase of a new Kirby with her.  Of course unless she did have power of attorney for her mother.  [redacted] is our customer, I did speak with her and we agreed that I would return her Shark vacuum...

that is easier for her to use, for day to day cleaning,  then also she will use the Kirby on a less frequent basis for heavier cleaning.  The Shark was delivered to her a few days following our conversation. 

We do the very best we can to give her and all our customers the best service possible and a quality product. We hope that she becomes a lifelong Kirby customer like so many of our other happy customers. If she needs any assistance on the machine or need supplies she can give us a call. The sticker and phone number is on the back of the handle. If it is after business hours you may leave a message on our service line and we will call back promptly. 

Thank you,

Sun West Kirby

This is a lie as they didn't return our original equipment, but a broken dirty steam mop and was told by management to "put some bleach in it". In my statement I said one vacuum was purchased after fighting for a month. The other equipment was not our original equipment. Again this wouldn't even be a issue if they could keep track of our original equipment for 3 days.

I will be purchasing a new shark steam mop for this customer. I am so sorry for the inconvienence and the delay in response. As soon as I have the mop I will mail it to them in the original box. Please accept my apology and if there is anything else that is needed please don't hesitate to call me.
Jessica

11/17/2015Dear Sun West Kirby,I continue to be appalled by your atrocious business

practices.  Not only do you continue to

refuse to contact me back, but you then send me a DIRTY vacuum with some other

person’s hair in it and missing any base attachments!!!!!  I followed through with my contractual

agreement and that was to have the Kirby returned to you in the same condition

it was delivered in, with all parts within 20 days of the cancellation

date.  I did this!  Your contract stated you have 10 days to

return my vacuum to me!  You have failed

to return my vacuum to me and continue to show your laziness in providing

customer service, and your lack of concern for your customers.   I want my families’ vacuum back or a brand

new one with all the attachments that is equal to the one I traded in to you

people!   I will continue to pursue all

legal avenues as not only have you created a great deal more stress for our

already overwhelmed family but you have demonstrated that you have no desire to

make this situation right again!

this business advertised that I would receive a free, no obgligation sofa cleaning, "just sit back and relax" I ASKED IF THEY WHERE SELLING ANY PRODUCT!! "no, YOU JUST SIT BACK AND RELAX"

AND THE SALES MAN DIDN'T HAVE A WORKING PHONE AND "HAD" TO USE MINE!!! WHAT A CROCK OF GARBAGE.

VERY UNSATISTFIED WITH THIS EXPERIENCE

Sun West Kirby called during lunch hour. Deceptively saying that I have been entered into a draw to win $1000 if I answer a trivia question like "Who won the Academy Awards from the following Movies? A. Gone With the Wind, B. ?, C. Gladiator". I told her that I am in the middle of family lunch and I stated to be removed from their list. The next morning, she called again with the same tactics. I played along and answered the questions. I intentionally picked the incorrect answer. She told me I got it right, immediately she was asking for my name and address which I refused. I told the caller that she may enter me into the drawing with my telephone number and if I win then she may call me back and give me the address where I can pick up my winning $1000 price. As soon as I said, she hang up. The next day, 12/18/2013, company called again. She said I was talking to a lady yesterday, answered the question correctly, and now I have been entered into a draw to win $1000. I told the caller, I AM NOT INTERESTED AND PLEASE REMOVED MY NUMBER AND STOP CALLING. She hang up. I am hoping that was the end of it.

I received a call to answer a simple question. In giving the correct answer, I was told I won a prize which included either 3 pieces of furniture cleaned or carpet or tile floors cleaned. I scheduled the cleaning. When the young man came, he informed me it was a Kirby demonstration. When I informed him that I already saw a demo, purchased the vacuum, but cancelled the next day, the guy said he'd clean it anyway. He then got in his car and took off. They refused to do the work. Winning a prize was a lie and a rip off. This is not a good way to run a business. I felt cheated. Don't tell people they won a prize and then renig on the deal. Disgusting! !

Do not let these people in your home. A salesman came to my house during the day and pressured my mentally ill wife into purchasing an expensive vacuum cleaner that we did not need especially since we don't even have any carpeting. When I found out about it, I called them to return the machine and they said it was outside of the 3 days and there was nothing they could do. They told me to call the finance company but they cared even less and since they did not sell us the vacuum, there was nothing they could do. I wanted to make others aware to avoid getting taken as we have.

we have already picked up kirby and cancelled financing.

This company's sales people continue to call over and over after notifying them that my number is in the Do Not Call Registry and repeatedly asking them to stop calling. I have received AT LEAST ten calls from them since asking them to stop, as many as four in a single week. I have clearly stated that I am not interested in a vacuum. I have not done business with this company in the past.

Sun West contacted me to tell me I'd won a prize from them and could choose from 6 items, including carpet cleaning. I chose carpet cleaning because the others were inconsequential things. I set an appointment for their carpet cleaners to come to my home. Boy, am I sorry! Two young men in ties and long sleeved shirts showed up - not looking at all like they were ready to clean carpets. Then I learned that they were actually here to DEMO A KIRBY VACUUM CLEANER - which had NOT been mentioned in my phone conversation with their company (who assured me they would never be party to a scam). They were persistent, calling their manager to talk with me about my protests. In the end my husband and I just asked them to leave, immediately. I will never call Sun West for any service.

Stay away from this place. The sales person came in acting very humble and sincere trying to sell us a kirby vacuum. I was hesitant and did not want to purchase one, eventually we capitulated, but the selling point for me was that the sales person offered us 12 months same as cash. That was the only reason I accepted the terms. My wife was present for this transaction and she clearly remembers this. After several months of making payments I called the financing company to see where the balance was so I can pay it off. It was under the 12 month threshold. The financing company told me a way higher number than I was expecting since I was making good monthly payments. I asked her about the contract and if it had 12 months same as cash. She told me that my contract did not have that in there.

I was fuming mad because this is the whole reason I got the vacuum. So I call Sun West Kirby to resolve this and the gentlemen there basically said it is a he said/she said and that I cannot prove anything.

So I asked if I could speak with the sales person who sold us the vacuum and they said he was out, so I asked if he would call me when he got in so I can ask him about the sale. He/they never responded.

Stay away from this business at all cost it will end up costing you thousands of dollars in interests.

WE HAVE TRIED TO CONTACT THIS CUSTOMER AND LEFT A COUPLE OF MESSAGES. WE ARE MORE THAN HAPPY TO HELP WITH THE KIRBY BUT UNFORTUNATELY THEY ARE PAST THE 3 DAY CANCELLATION PERIOD. IF THEY WOULD LIKE US TO HELP THEY CAN CALL OUR OFFICE AT THE NUMBER LISTED ON THE BACK OF THE MACHINE. THANK YOU FOR...

YOUR UNDERSTANDING IN THIS MATTER.

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted]

Regards,

I received a phone call advisinb I had won a drawing to receive a free rug cleaning for two rooms. Had no idea that it was going to be a crude attempt to sell me a kirby cleaner.

When the sales rep came went into the sales presetation and when it was finished never had my rooms cleaned only a small portion to demo demonstrate what the Kirby is capable ot doing. The presentation was a hard sell and lasted over 2 hours and had a hard time to get rid of the sales rep.

RE: ID#: [redacted] 
We have added the phone number [redacted] to our do not call list. We also abide by the national do not call registry guidelines and get pre-scrubbed lists from [redacted]. We apologize for any inconvenience. 
Thank you Sun West...

Kirby

We have delivered a vacuum to customer. We also explained that the supplies that she received and returned were included in the price. We apologize for the inconvenience. Any other questions or concerns please call us at [redacted] Thank you