***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 Hertz Ave Moorpark, CA Ph: ###-###-#### Fax: ###-###-#### October 13, 2014, To whom it may concern, This letter serves as response to complaint # 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 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 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
Complaint: I am rejecting this response because: The company fails to acknowledge they are targeting an elderly population and taking advantage of themAt the time of this sale [redacted] was years old, in a weakened state fighting lymphoma and on chemotherapyShe lived in a 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 CaliforniaThe golden age policy needs to be removed as a selling point for this company, as Sheba Passed away only months after her purchaseEither a full refund is due or the company MUST REMOVE the golden age policy from all marketing material Regards, [redacted] ***
Complaint: I am rejecting this response because: All possessions purchased by [redacted] were placed in her trust at the time of the purchaseDocumentation was emailed to the Kirby CorporationThe golden age policy does not indicate that it is void upon deathThe Kirby Corporation requested and acknowledged receipt of the [redacted] trust papers set up before she purchased the Kirby vacuumIf 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 deathSincerely [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 Hertz Ave Moorpark, CA Ph: ###-###-#### Fax: ###-###-#### October 13, 2014, To whom it may concern, This letter serves as response to complaint # 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 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 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
Complaint: I am rejecting this response because: The company fails to acknowledge they are targeting an elderly population and taking advantage of themAt the time of this sale [redacted] was years old, in a weakened state fighting lymphoma and on chemotherapyShe lived in a 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 CaliforniaThe golden age policy needs to be removed as a selling point for this company, as Sheba Passed away only months after her purchaseEither a full refund is due or the company MUST REMOVE the golden age policy from all marketing material Regards, [redacted] ***
Complaint: I am rejecting this response because: All possessions purchased by [redacted] were placed in her trust at the time of the purchaseDocumentation was emailed to the Kirby CorporationThe golden age policy does not indicate that it is void upon deathThe Kirby Corporation requested and acknowledged receipt of the [redacted] trust papers set up before she purchased the Kirby vacuumIf 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 deathSincerely [redacted] ***