S.V.K. Distributing, Inc.

SVK DISTRIBUTING INC*** *** ***
MOORPARK, CA PH: ###-###-####
FAX: ###-###-####
December 1, To whom it may concern,
We want to extend our most sincere apologies to the *** family for
the incident that took place in their home at the time of the presentation As mentioned by our canvasser, we are currently opening an office out in the Castaic/Valencia area The only way we advertise is by offering a complimentary cleaning of any area of their choice at no cost or obligation to the customer, in hopes they can tell friends and family about us (word of mouth) and/or consider using a Kirby in the future We ensure that each customer understands we are not a cleaning company but are promoting the Kirby Home Maintenance System that can be purchase if they want one at the beginning of each presentation by a supervisor, if not by the representative doing the presentation The Kirby company feels that what better way to know how a cleaning system would work if it's not in your own home for your own cleaning needsWe appreciate the feed back from the Schultz family, for it helps with improving and growing on our part The representative who conducted the presentation was a brand new representative and in the excitement of wanting to do good and possibly sell a Kirby, it can come across as pushy or clumsy We will be providing additional training to ensure incidents like such won't occur and instead we leave a good lasting impressionWe pride in our customer service and appreciate all former, current or potential clients because we know and understand it is because of them that we are still in business We would like to be given the opportunity to rectify our actions for the*** family, we would like to take care of those stairs as promised and nothing else; after all that is the reason they let us in their home to begin with.
Thank you for your timeSincerely,
*** ***
General Manager

AMERICAN APPLIANCE
face="Calibri">FACTORY DIRECT INC
*** Hertz Ave
Moorpark, CA
Ph###-###-####
Fax###-###-####
June 16,
To whom it may concern,
This letter serves purpose in
response to Complaint #
J*** *** purchased the Kirby on Saturday
May 2nd, by a MasterCard credit card. All credit cards are usually ran same day of
purchase, if not the next morning.
However, because the sale took place on a Saturday, the credit card was
ran Monday May 4th in the morning.
A called was received by customer wishing to cancel at 3:30PM
The Kirby was picked up on May 11th. It can take 5-business days for a refund to
clear and show on a customer’s credit card statement. In this instance, we were experiencing some
technical difficulties with the company who provides the service on our
end. All of the refunds we thought were
finalized turned out to be not done. We
re-issued the refund for MrH*** on June 3rd. When MrH*** came in personally to our
office on June 10th, I explained what had happen and provided him a
copy of refund (attached)
As I mentioned earlier, it could take
up to business days for refund to hit customer’s account. Once we submit a refund, all we can do is
wait until the credit card companies show and apply the credit back into the
customer's credit card
We apologize for the inconvenience
this may have caused
Respectfully,
C*** ***
General Manager

To whom  it may concern,
Attached you will find a letter that was mailed on March 20th -Certified in response to Randy [redacted] (customer's daughter in law) regarding the return of the Kirby System purchased in June 27th, 2014.
As explained in the letter, we are not...

refusing the Golden Ager cancellation policy, unfortunately Mrs. [redacted] is not available to exercise her right to cancel.  This policy is solely held for the purchaser and it is non-transferrable, therefore it does not transfer to her children or estate.Randy [redacted] states in her complaint the problem occurred as of Jan 27th, 2015; however the first time she and I spoke was on March 17th, 2015; she had left a voicemail and I returned her call.  Randy [redacted] also claims she called our office sometime in February and left a voicemail asking for help but no one returned her call.  There are only two people who has access to our voicemail system and I am one of them.  We keep a daily log of all voicemails to avoid such a problem.  There are no records of a voicemail left by Randy [redacted] or any other follow up calls in the month of January or February.
Please let us know if there is anything else we need to do on our end.
Thank you for your time.
Respectfully,
[redacted]

Complaint: 10545139
I am rejecting this response because:
All possessions purchased by [redacted] were placed in her trust at the time of the purchase. Documentation was emailed to the Kirby Corporation. The golden age policy does not indicate that it is void upon death. The Kirby
Corporation requested and acknowledged receipt of the [redacted] trust papers set up before she purchased the Kirby vacuum. If the policy is voided upon death why did the corporation request and acknowledge the receipt of all paperwork?
I believe a full refund is in order or the golden age policy must be changed to indicate it is voided upon death.
Sincerely
[redacted]

Roman', serif;">March
12, 2014
 
To
whom it may concern,
 
This
letter serves as response to complaint #9951050.
 
On
February 25th of this year a couple of our representatives
demonstrated the Kirby Home Maintenance System to Mr. and Mrs. [redacted].  According to a statement taken by the
supervisor [redacted] who was present during the presentation, Mrs. [redacted]
was 100% present and involved in presentation. 
Mrs. [redacted] was given the opportunity to not only push the machine, but
use a multitude of the attachments included. 
Adam took it upon himself to make sure Mrs. [redacted] pushed the Kirby on
carpet in order to demonstrate the power assist installed on the Kirby, during
which time she even opted to vacuum a second rug, in comparison to the machine
she was currently using.  After using the
Kirby, she made it clear to Adam that she felt it was not only easier to push,
but was more efficient than the Dyson already present in the home, making no
mention of "back pains". Before leaving the machine, the
demonstrating representative, Tommy Johnson,  and Adam made every effort to satisfy all
questions and concerns by both Mr. and Mrs. [redacted], who were both present at
the signing of the contract.  During
which time both customers were made aware of the warranty, cancellation period,
and additional attachments being purchased with the Kirby, to be delivered
within 1-2 weeks (which was made and agreed upon via verbal agreement between
myself and Mr. [redacted]).  These additional
supplies were a Buffer Brush, Tile/Grout Brush and Turbo Sander. (Shipped
Friday March 7th along with additional supplies offered to customer -proof
attached)
 
We
have attached a copy of the contract signed by Mr. [redacted] on February 25th,
at the bottom of the contract there is a section explaining in detail the
cancellation policy.  As you can see the
last day to legally cancel transaction was no later than midnight of February
28th by signing the bottom of the cancellation notice and either
delivering in any written notice, in person or via mail (as long as envelope is
post marked within those specific 3 business days); this was not received from
customer at any time.  A voicemail was
left on Saturday March 1st at 7:30PM where Mrs. [redacted] expresses
her wish to cancel order.
On
Monday March 3rd I, Claudia Chaverra -General Manager, spoke with Mrs.
[redacted] where she was explained the cancellation policy.  Mrs. [redacted] stated repeatedly she has buyer’s
remorse, and that it is too heavy and not easy to use.  Mrs. [redacted] felt it was unreasonable to only
have 3 business days to make a decision, I explained we are following federally
mandated 3-day cooling off period in California; we put everything in writing
to avoid any misunderstanding of this policy. 
I offered to send our home economist out to do a one on one training
along with extra supplies, since cancelling contract is not an option.  Mrs. [redacted] said she was not happy, she
feels she should be able to return Kirby due to buyer’s remorse.  I told Mrs. [redacted] I will speak to the owner
who would be the next person to ask and get back to her.
 
I
called Mrs. [redacted] on March 5th to say the offer of additional
training and supplies still stands but not cancelling order.  At this time Mrs. [redacted] brought up reviews
online and how she should have done this or that.   As far
as the online reviews, Kirby is a worldwide company that delivers over 2000
Kirbys to happy customers a day.  Mrs.
[redacted] stated she knew nothing would change based on our previous conversation
of contract/cancellation policy.  I reiterated
the offer of additional supplies and extra training session; Mrs. [redacted]
mentioned she has hardwood/tile floors.  At
the end of the conversation Mrs. [redacted] was ok, but not 100% happy; she was
appreciative of follow up.  A Floor Care
Kit (retail $175), specifically designed for hardwood floors and an extra pack of
bags, along with other supplies written on the contract were mailed March 7th.
 Mrs. [redacted] will call us if she wants
to take us up on the training session offer.
 
Respectfully,
 
[redacted]
General
Manager

Complaint: 10545139
I am rejecting this response because:
The company fails to acknowledge they are targeting an elderly population and taking advantage of them. At the time of this sale [redacted] was  86 years old, in a weakened state fighting lymphoma and on chemotherapy. She lived in a 2 story home and never had the strength to utilize the vacuum sold to her. 
The golden age policy was put into place to protect the elderly and instead it was used to sell a product to an ill person who never should have been targeted as a customer. 
This company's abuse of the elderly should be noted by both the local Revdex.com and the attorney general in California.
The golden age policy needs to be removed as a selling point for this company, as Sheba Passed away only 7 months after her purchase.
Either a full refund is due or the company MUST REMOVE the golden age policy from all marketing material.
Regards,
[redacted]

[redacted]We have attached...

a copy of this letter as well as a copy of the contract[redacted]
Thank you in advance for your time and help with this matter. 
SVK DISTRIBUTING INC.
11990 Hertz Ave
Moorpark, CA 93021
Ph: ###-###-####
Fax: ###-###-####
 
October 13, 2014, 2014
 
To whom it may concern,
 
This letter serves as response to
complaint #10251542.
 
On August 19th of this
year a couple of our representatives demonstrated the Kirby Home Maintenance
System to Mrs. [redacted].  According to
a statement taken by the supervisor Alan Alabada who was present during the
presentation, Mrs. [redacted] was involved in presentation by pushing the Kirby,
asking questions and stating how she would like to keep her older Kirby to give
to a family member instead of trading it in. 
Before leaving the machine, the demonstrating representative, Ivan
Sanchez, and Alan made every effort to satisfy all questions and concerns by
Mrs. [redacted]. Both Alan and Ivan stated there were no visual signs of a
stroke or physical limitations at the time of demonstration, in fact Mrs.
[redacted], as mentioned,  pushed the
machine around and was actively involved during demonstration.
 
We have attached a copy of the
contract signed by Mrs. [redacted] on August 19th, at the bottom of
the contract there is a section explaining in detail the cancellation
policy.  As you can see the last day to legally
cancel transaction was no later than midnight of August 22nd by
signing the bottom of the cancellation notice and either delivering in any
written notice, in person or via mail (as long as envelope is post marked
within those specific 3 business days); this was not received from customer at
any time.  Also, there are no records of
Mrs. [redacted] calling the office at any time.
 
On Monday October 6th,
[redacted], daughter of Mrs. [redacted], called stating they wanted to return
the Kirby and get the money back.  I, Claudia
Chaverra -General Manager, spoke with Miss. [redacted], daughter of Mrs. [redacted],
where I explained the cancellation policy. 
Miss [redacted] stated mom had a stroke a month prior to purchase and was
under heavy medication and did not know what was what, expressed how she felt
Mrs. [redacted] was coerced into purchasing the Kirby and how Mrs. [redacted]
has given her older Kirby away to a family member; as she said she would.  Miss. [redacted] was asked if anyone was with
Mrs. [redacted] at the time of demonstration, since Mrs. [redacted] was under
such medication or within a week from time of purchase to check in on her that
could have called the office and cancel order and Miss [redacted] stated NO.     
 
We are committed to providing
outstanding customer service and empathize with the situation.  However, Mrs. [redacted] has not given us a
call herself with any dissatisfaction; even so everything is in writing to
avoid any misunderstandings and we would go over cancelation policy as well.  It has been over a month, nearly two months
since time of purchase and all sales are final after the 3 business days grace
period. 
We would be more than happy to send
our home economist out to do a one on one training along with extra supplies if
they would like, since cancelling contract is not an option. 
 
 
Respectfully,
 
[redacted]
General Manager

This is not a matter of an elderly person who purchased the
Kirby System and is trying to cancel the transaction within the 9 month time
period stated in the Golden Ager Policy. 
In no time Mrs. [redacted] try to exercise her right to cancel during
the time she was alive. 
Only the consumer (purchaser) who purchase the Kirby System who
is of 67 years of age or older qualifies to take advantage of this policy; a
policy that is neither a requirement nor law. 
As stated on the letter sent to Randy Faust on March 20th
2015, the Golden Ager Policy is not being denied.  If Mrs. [redacted] were still alive and had
called within the 9 month time period, we would have made the proper arraignments
to pick up the equipment and issue a refund. 
Only Mrs. [redacted] can exercise the right to cancel.  Neither the trust nor her heirs have standing
to exercise the Golden Ager Policy.
Respectfully,
[redacted]

Review: I purchased a product from the Kirby company just after I had a stroke and was taking several medications at the time. I already had a Kirby vacuum and did not need another one. I was bullied into purchasing another vacuum. I was by myself and cornered by 2 sales people. I have contacted the company asking to return the product and they will not take it back. I have contacted them and have been ignored and given the brush off. I would like to return it and get my money back.Desired Settlement: I would like them to take back their product and receive a full return.

Business

Response:

[redacted]We have attached a copy of this letter as well as a copy of the contract[redacted]Thank you in advance for your time and help with this matter. SVK DISTRIBUTING INC.

11990 Hertz Ave

Moorpark, CA 93021

Ph: ###-###-####

Fax: ###-###-####

October 13, 2014, 2014

To whom it may concern,

This letter serves as response to

complaint #10251542.

On August 19th of this

year a couple of our representatives demonstrated the Kirby Home Maintenance

System to Mrs. [redacted]. According to

a statement taken by the supervisor Alan Alabada who was present during the

presentation, Mrs. [redacted] was involved in presentation by pushing the Kirby,

asking questions and stating how she would like to keep her older Kirby to give

to a family member instead of trading it in.

Before leaving the machine, the demonstrating representative, Ivan

Sanchez, and Alan made every effort to satisfy all questions and concerns by

Mrs. [redacted]. Both Alan and Ivan stated there were no visual signs of a

stroke or physical limitations at the time of demonstration, in fact Mrs.

[redacted], as mentioned, pushed the

machine around and was actively involved during demonstration.

We have attached a copy of the

contract signed by Mrs. [redacted] on August 19th, at the bottom of

the contract there is a section explaining in detail the cancellation

policy. As you can see the last day to legally

cancel transaction was no later than midnight of August 22nd by

signing the bottom of the cancellation notice and either delivering in any

written notice, in person or via mail (as long as envelope is post marked

within those specific 3 business days); this was not received from customer at

any time. Also, there are no records of

Mrs. [redacted] calling the office at any time.

On Monday October 6th,

[redacted], daughter of Mrs. [redacted], called stating they wanted to return

the Kirby and get the money back. I, Claudia

Chaverra -General Manager, spoke with Miss. [redacted], daughter of Mrs. [redacted],

where I explained the cancellation policy.

Miss [redacted] stated mom had a stroke a month prior to purchase and was

under heavy medication and did not know what was what, expressed how she felt

Mrs. [redacted] was coerced into purchasing the Kirby and how Mrs. [redacted]

has given her older Kirby away to a family member; as she said she would. Miss. [redacted] was asked if anyone was with

Mrs. [redacted] at the time of demonstration, since Mrs. [redacted] was under

such medication or within a week from time of purchase to check in on her that

could have called the office and cancel order and Miss [redacted] stated NO.

We are committed to providing

outstanding customer service and empathize with the situation. However, Mrs. [redacted] has not given us a

call herself with any dissatisfaction; even so everything is in writing to

avoid any misunderstandings and we would go over cancelation policy as well. It has been over a month, nearly two months

since time of purchase and all sales are final after the 3 business days grace

period.

We would be more than happy to send

our home economist out to do a one on one training along with extra supplies if

they would like, since cancelling contract is not an option.

Respectfully,

General Manager

Review: Kirby Vacuum Reps. Came to my door to sale a Kirby Vacuum, After Demostrating the item, I was explained for any reason I change my mind I could call the office and explained my situation. 3 days later I called the office and left message that I could not use the item to "HEAVY" to lift. I have Backpains form pushing this Monster vacuum, The whole time it was being demostrated I was never involved in it. The Vacuum is brand new back in the box and the office is telling me its tOO late to Return. she said days ONLY.What, I called on the 3rd Day, No Return Calls.Normally you vacuum once a week and these people Know it.Desired Settlement: Would Like it to be Returned.

Business

Response:

March

12, 2014

To

whom it may concern,

This

letter serves as response to complaint #9951050.

On

February 25th of this year a couple of our representatives

demonstrated the Kirby Home Maintenance System to Mr. and Mrs. [redacted]. According to a statement taken by the

supervisor [redacted] who was present during the presentation, Mrs. [redacted]

was 100% present and involved in presentation.

Mrs. [redacted] was given the opportunity to not only push the machine, but

use a multitude of the attachments included.

Adam took it upon himself to make sure Mrs. [redacted] pushed the Kirby on

carpet in order to demonstrate the power assist installed on the Kirby, during

which time she even opted to vacuum a second rug, in comparison to the machine

she was currently using. After using the

Kirby, she made it clear to Adam that she felt it was not only easier to push,

but was more efficient than the Dyson already present in the home, making no

mention of "back pains". Before leaving the machine, the

demonstrating representative, Tommy Johnson, and Adam made every effort to satisfy all

questions and concerns by both Mr. and Mrs. [redacted], who were both present at

the signing of the contract. During

which time both customers were made aware of the warranty, cancellation period,

and additional attachments being purchased with the Kirby, to be delivered

within 1-2 weeks (which was made and agreed upon via verbal agreement between

myself and Mr. [redacted]). These additional

supplies were a Buffer Brush, Tile/Grout Brush and Turbo Sander. (Shipped

Friday March 7th along with additional supplies offered to customer -proof

attached)

We

have attached a copy of the contract signed by Mr. [redacted] on February 25th,

at the bottom of the contract there is a section explaining in detail the

cancellation policy. As you can see the

last day to legally cancel transaction was no later than midnight of February

28th by signing the bottom of the cancellation notice and either

delivering in any written notice, in person or via mail (as long as envelope is

post marked within those specific 3 business days); this was not received from

customer at any time. A voicemail was

left on Saturday March 1st at 7:30PM where Mrs. [redacted] expresses

her wish to cancel order.

On

Monday March 3rd I, Claudia Chaverra -General Manager, spoke with Mrs.

[redacted] where she was explained the cancellation policy. Mrs. [redacted] stated repeatedly she has buyer’s

remorse, and that it is too heavy and not easy to use. Mrs. [redacted] felt it was unreasonable to only

have 3 business days to make a decision, I explained we are following federally

mandated 3-day cooling off period in California; we put everything in writing

to avoid any misunderstanding of this policy.

I offered to send our home economist out to do a one on one training

along with extra supplies, since cancelling contract is not an option. Mrs. [redacted] said she was not happy, she

feels she should be able to return Kirby due to buyer’s remorse. I told Mrs. [redacted] I will speak to the owner

who would be the next person to ask and get back to her.

I

called Mrs. [redacted] on March 5th to say the offer of additional

training and supplies still stands but not cancelling order. At this time Mrs. [redacted] brought up reviews

online and how she should have done this or that. As far

as the online reviews, Kirby is a worldwide company that delivers over 2000

Kirbys to happy customers a day. Mrs.

[redacted] stated she knew nothing would change based on our previous conversation

of contract/cancellation policy. I reiterated

the offer of additional supplies and extra training session; Mrs. [redacted]

mentioned she has hardwood/tile floors. At

the end of the conversation Mrs. [redacted] was ok, but not 100% happy; she was

appreciative of follow up. A Floor Care

Kit (retail $175), specifically designed for hardwood floors and an extra pack of

bags, along with other supplies written on the contract were mailed March 7th.

Mrs. [redacted] will call us if she wants

to take us up on the training session offer.

Respectfully,

General

Manager

Review: I answered my door to find a girl offering a free cleaning service of one high traffic area in my home as a demo of the quality of work the company is known for. She said they were opening a new location in Valencia and were trying to get customers who were satisfied and would recommend them and use them again if they liked the free sample. I was opening my door 30 min. later to 2 men who were there to demo a Kirby vacuum cleaner. The supervisor left a few min. later and the new trainee took over an hour to vacuum my carpet before even getting to the stairs (the area I had requested to be cleaned) and then proceeded to take his vacuum into a bedroom and without asking if it was ok to show me how it can pull dust out of the mattress, he tore apart my daughter's nicely made bed and started to use his machine on her mattress. I was trying to be polite but the machine was SOOOOO loud that I had a really bad headache at this point and I had not made dinner for my family at 6:15 pm and asked the man to stop his demo and leave as I had not agreed to a product demo when I thought I was getting my stairs cleaned. The man's supervisor showed back up just then and I told him I had a headache from the terrible noise and that I needed to get onto my evening. The supervisor proceeded to be pushy and rude, asking jokingly if they threw in a pair of ear plugs if I would want to buy this machine. My husband and I both told him very clearly that we would not be buying any new vacuum, and most definitely not this one that had been giving me a pounding headache. The supervisor proceeded to rudely take a call from his boss and was trying to explain that I wasn't interested in the machine, and that I was unplugging it as he spoke ( the only way that these guys took the hint that we wanted them out, short of threatening them with physical expulsion). The bait and switch tactic, and the lack of professionalism when I stated in no uncertain terms I didn't want the product, is why this company needs a bad review.Desired Settlement: I just want the public to be aware of this company's bad customer service in even their advertising. It is very unprofessional to sneak into someone's home by offering a free rug shampoo.

Business

Response:

SVK DISTRIBUTING INC[redacted]

Review: A Kirby vacuum was sold to an 86 year old woman on June 27,2014, with a printed cancellation information stating"golden ager/disabled consumer purchase cancellation procedure- any consumer who at the time of purchasing a Kirby cleaning system is at least 67 years old or has a disability which restricts or prevents the consumer's use of the Kirby system, may cancel and recinded the purchase transaction up to 9 months after the date of purchase.Upon the cancellation of the purchase of the transaction, the independent distributor who made the sale will return all deposits, trade in merchandise and down payments to the consumer . If trade in merchandise 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 trade in merchandise."[redacted] who had all of her belongings in the [redacted] trust was 86 at the time of the purchase she was battling lymphoma and on chemo therapy. The salesperson sold her a heavy vacuum to use in a 2 story home in her weakened state.On February 27, 2015 Sheba lost her battle with lymphoma and passed away. The estate contacted the Kirby company sent documentation with [redacted] of sale and was referred to SV Kirby distributor to handle the reimbursement. The distributor refuses to reimburse Sheba's trust because she has passed away. The distributor took advantage of an elderly person in a weakened state by selling her a vacuum to heavy to carry up a flight of stairs. The cancellation policy should be in effect as Sheba owned the vacuum only 7 months. The elderly are being given a false sense of security by this policy when the company refuses to cancel the contact within the 9 month period of time.Desired Settlement: The Sheba Faust trust wants a full refund under the cancellation information printed in the booklet Sentria II owner care manual.

Business

Response:

To whom it may concern,Attached you will find a letter that was mailed on March 20th -Certified in response to Randy [redacted] (customer's daughter in law) regarding the return of the Kirby System purchased in June 27th, 2014.As explained in the letter, we are not refusing the Golden Ager cancellation policy, unfortunately Mrs. [redacted] is not available to exercise her right to cancel. This policy is solely held for the purchaser and it is non-transferrable, therefore it does not transfer to her children or estate.Randy [redacted] states in her complaint the problem occurred as of Jan 27th, 2015; however the first time she and I spoke was on March 17th, 2015; she had left a voicemail and I returned her call. Randy [redacted] also claims she called our office sometime in February and left a voicemail asking for help but no one returned her call. There are only two people who has access to our voicemail system and I am one of them. We keep a daily log of all voicemails to avoid such a problem. There are no records of a voicemail left by Randy [redacted] or any other follow up calls in the month of January or February.Please let us know if there is anything else we need to do on our end.Thank you for your time.Respectfully,[redacted]

Consumer

Response:

Review: 10545139

I am rejecting this response because:All possessions purchased by [redacted] were placed in her trust at the time of the purchase. Documentation was emailed to the Kirby Corporation. The golden age policy does not indicate that it is void upon death. The Kirby

Review: SVK Distributing told me they would credit my credit card back for a vacuum that I decided to not purchase. They picked up the vacuum and said there was no problem that there would be no charge since I cancelled it within the three business days. It has now been over 45 days and they still have not given me my money back. They have made many excuses for why it has not been done. I showed up the office 15 days ago and was told it had been done. The charge has still not been taken off of my credit card.Desired Settlement: I want the charges taken off of my credit card.

Business

Response:

AMERICAN APPLIANCE FACTORY DIRECT INC.

[redacted] Hertz Ave

Moorpark, CA 93021

Ph. ###-###-####

Fax. ###-###-####

June 16, 2015

To whom it may concern,

This letter serves purpose in

response to Complaint #10669472.

J[redacted] purchased the Kirby on Saturday

May 2nd, 2015 by a MasterCard credit card. All credit cards are usually ran same day of

purchase, if not the next morning.

However, because the sale took place on a Saturday, the credit card was

ran Monday May 4th in the morning.

A called was received by customer wishing to cancel at 3:30PM

The Kirby was picked up on May 11th. It can take 5-7 business days for a refund to

clear and show on a customer’s credit card statement. In this instance, we were experiencing some

technical difficulties with the company who provides the service on our

end. All of the refunds we thought were

finalized turned out to be not done. We

re-issued the refund for Mr. H[redacted] on June 3rd. When Mr. H[redacted] came in personally to our

office on June 10th, I explained what had happen and provided him a

copy of refund (attached)

As I mentioned earlier, it could take

up to 7 business days for refund to hit customer’s account. Once we submit a refund, all we can do is

wait until the credit card companies show and apply the credit back into the

customer's credit card.

We apologize for the inconvenience

this may have caused.

Respectfully,

C[redacted]

General Manager

Bought a vacuum and love it!