The AGA Group Incorporated LLC

This provides me, the customer, with no resolutionI am completely floored that this is the response I receivedI have phone records documenting my callsBecause I could not connect with anyone at AGA via phone, I emailed the owner, which was the email address listed in my receipt and documented herein, and still received no responseThis is 100% unsatisfactory business conductAt this point, I want nothing to do with this businessI wish to return both vacuum cleaners and receive a full refund, in addition to AGA returning my brand new $Shark Vacuum to me Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted] & [redacted]

The Riley Group ? I am writing regarding Revdex.com Complaint ID submitted by [redacted] .? [redacted] purchased a Kirby Home Care system from The AGA Group Inc on 9/1/2015.? [redacted] paid $ via check.? Her check was deposited the next day 9/2/2015.? She submitted written a request to cancel her purchase on 9/3/2015.? It is company policy to refund customers after the equipment is received and checked back into inventoryThe equipment was picked up on 9/11/ [redacted] was notified at time of pick up that if a purchase is made by check it can take 10-business days to clear our financial institution.? Once cleared a check would be mailed to her.? A refund check was issued and mailed to [redacted] on 9/21/ ? ? ? ? ? ? ? ? ? ? ? [redacted] had contacted Kirby Customer Relations on 9/28/2015, to advise that she had not received her refund.? We then stopped payment on the check sent on 9/21/We reissued her $check on 9/28/2015.? It was sent Priority 2-Day Mail via the [redacted] with tracking number [redacted] on 9/29/2015.? Per the [redacted] it was expected to arrive on 10/1/Per tracking information, as of 10/13/the check has not been signed for/deliveredThe original check was returned as undeliverable to our office by the [redacted] on 10/3/2015.? This was unknown on 9/28/when Linda [redacted] contacted Customer RelationsWe had verified [redacted] ’s address with her, Kirby Customer Relations, as it also matched the return address on the letter she sent to our office to request the cancel of the original purchase.? ? ? ? ? ? ? ? ? ? ? ? On 10/13/2015, I spoke with a representative from the [redacted] and they stated it was unknown as to why the check was not delivered.? I contacted the [redacted] residence and spoke with [redacted] , [redacted] ’s husband.? I agreed to again stop payment of the check and have it hand delivered to the [redacted] residence on 10/13/ ? ? ? ? ? ? ? ? ? ? ? The check was hand delivered to [redacted] on 10/14/at 4pm.? We advised that if the check sent by mail to their home was delivered to please destroy it as a stop payment had already been completedThe [redacted] family was satisfied with this resolutionAs of today 10/15/ [redacted] still has no idea where the check is.? If you have any questions or need any additional information please feel free to contact me at my office Sincerely, ? Todd M [redacted] General Manager

Complaint: [redacted] I am rejecting this response because: As stated before, the company's response to my issue has been unacceptable from the startI made more than calls to the company after sending the photos of the scratches and not one call was returnedIt doesn't matter if you are in Columbus and I am in Cincinnati - it's about responding promptly and courteously over the phone and not ignoring me to hope I'll go awayIt's also about believing your "valued customers" and not implying that I am lying by using phrases such as "alleged scratches" and saying I can't prove your equipment was what damaged my floorsSeriously? Calling me a liar and not ever responding to my repeated calls (until I filed this Revdex.com complaint) does not support your claim to value customer serviceIf you had really wanted to help a "valued customer" from the beginning, you would have promptly responded and then directed my calls to someone that could have actually helped, since you claim you cannot helpInstead, your company ignored me and now you continue - with every response - to imply that I am lyingI find this insulting and ridiculousI am not alone in my complaints about customer service and damage to my house from Kirby productsThis is a nationwide problem with Kirby and its distributorsAs far as I am concerned, this matter is closed with your businessAs I stated before, I will be pursuing other means to rectify the situation.?

We have exchanges the equipment for brand new equipment on 10/25/ The customer was satisfied with this resolution and stated she would contact the Revdex.com to remove the complaint

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** & *** ***

Business provided copy of Refund Acknowledgement signed by the consumer

We are unable to cancel the purchase due to written cancelation was never received The first contact we had with the consumer after purchase date (5/20/17) was the email she sent to the owner's personal email on 5/27/ Per the complaint, the consumer stated she had sent in a written
cancelation, and left a voice message We did not receive either a voice message or written notice of cancelation by the consumer until the email on 5/27/ To this date we still have not received any such notice, except the copy attached to this complaintPer the notice of cancelation printed on the sales contract the consumer has three business days to submit a written cancelation to our office The cancelation must be post marked by the midnight of the 3rd day We had not received any type of communication from the customer by the end of rescission (5/22/17), therefore commissions were paid and any trade-ins accepted are disposed of Unfortunately at this time we cannot cancel the transaction or return any trade-ins at this time

Revdex.com of Central Ohio, Inc
To Whom It May Concern:
I am writing regarding Revdex.com complaint *** submitted
by *** ***. The AGA Group Inc did
receive a phone call from *** *** (1/27/16) she
received a Kirby Homecare
System as a gift. She stated, that since
she did not know how to use it she damaged her hardwood floors. She asked that we send someone to her home to
show her how to use it properly. She
also asked what were we going to do about her damaged floors. Courtney P***, the office administrator,
stated she was unsure what we would do as we are not responsible for damage
done by a customer themselves. Courtney
informed her that we are located in Columbus and do not have any locations in
CincinnatiCourtney stated it may take up to a month to get a representative
to their home to assist them in use as we rarely have customers in the
Cincinnati area. Courtney did advise she
could go to a Kirby distributor in her area and they could assist her. Courtney informed her of our status as an
independent distributor (dealership)
Courtney did show me photos that *** had sent. I
looked into the transactionThe purchase of three machines was made by *** *** in ColumbusThe damage to *** ***’s floors took place in
Cincinnati. The damage was not done by
an agent or representative of The AGA Group Inc, therefore we can not be held
responsible. We did not sell equipment
to *** *** as she stated it was given to her as a gift. *** *** did not call prior to using the
Kirby on her floors for assistance. The
AGA Group Inc feels that we are in no way responsible for the damages done to
*** ***’s floors. We will however,
still attempt to reach out to Kirby offices in Southern Ohio to assist, however
each office is an independent dealership and they are under no obligation to
assist, that is the best that we can offer at this time
If you have any questions regarding
this matter please call me at my office
Sincerely,
Todd M***
General Manager

Per complaint *** I am responding to your request for documentation of customers seeing a demonstration, and if that was recommended in this case New Kirby Systems can only be sold through in home demonstration from an authorized Factory Distributor It is printed on the box, in the owner's manual, and www.kirby.com Our sales representatives advise that we do offer customer support and service through The Kirby Owner Care Program (warranty) at our office in Columbus, OHWarranty issues are handled by the service center of Factory Distributor that sold the Kirby There are Kirby Service Centers in large metro areas of Ohio, for supplies, however warranty issues must be handled by the distributor who sold the systemOur representatives advise for service or support, customers use the phone number on the sales receipt to contact our office for any assistance All of this information is also available at www.kirby.com.Todd M***General Manager

We are unable to cancel the purchase due to written cancelation was never received The first contact we had with the consumer after purchase date (5/20/17) was the email she sent to the owner's personal email on 5/27/ Per the complaint, the consumer stated she had sent in a written
cancelation, and left a voice message We did not receive either a voice message or written notice of cancelation by the consumer until the email on 5/27/ To this date we still have not received any such notice, except the copy attached to this complaintPer the notice of cancelation printed on the sales contract the consumer has three business days to submit a written cancelation to our office The cancelation must be post marked by the midnight of the 3rd day We had not received any type of communication from the customer by the end of rescission (5/22/17), therefore commissions were paid and any trade-ins accepted are disposed of Unfortunately at this time we cannot cancel the transaction or return any trade-ins at this time

Per complaint *** I am responding to your request for documentation of customers seeing a demonstration, and if that was recommended in this case New Kirby Systems can only be sold through in home demonstration from an authorized Factory Distributor It is printed on the box, in the owner's manual, and www.kirby.com Our sales representatives advise that we do offer customer support and service through The Kirby Owner Care Program (warranty) at our office in Columbus, OHWarranty issues are handled by the service center of Factory Distributor that sold the Kirby There are Kirby Service Centers in large metro areas of Ohio, for supplies, however warranty issues must be handled by the distributor who sold the systemOur representatives advise for service or support, customers use the phone number on the sales receipt to contact our office for any assistance All of this information is also available at www.kirby.com.Todd M***General Manager

Business provided copy of Refund Acknowledgement signed by the consumer

This provides me, the customer, with no resolutionI am completely floored that this is the response I receivedI have phone records documenting my callsBecause I could not connect with anyone at AGA via phone, I emailed the owner, which was the email address listed in my receipt and documented herein, and still received no responseThis is 100% unsatisfactory business conduct. At this point, I want nothing to do with this businessI wish to return both vacuum cleaners and receive a full refund, in addition to AGA returning my brand new $Shark Vacuum to me.
Regards,
*** ***

The Riley Group
? I am writing regarding Revdex.com Complaint
ID submitted by *** ***.?
*** *** purchased a Kirby Home Care system from The AGA Group Inc
on 9/1/2015.? *** *** paid $
via check.? Her check was deposited the
next day 9/2/2015.? She submitted written
a request to cancel her purchase on 9/3/2015.?
It is company policy to refund customers after the equipment is received
and checked back into inventoryThe equipment was picked up on 9/11/*** *** was notified at time of pick up that if a purchase is made by check it
can take 10-business days to clear our financial institution.? Once cleared a check would be mailed to
her.? A refund check was issued and
mailed to *** *** on 9/21/
? ? ? ? ? ? ? ? ? ? ? *** *** had contacted Kirby Customer Relations on 9/28/2015, to advise that she
had not received her refund.? We then
stopped payment on the check sent on 9/21/We reissued her $check
on 9/28/2015.? It was sent Priority 2-Day
Mail via the *** with tracking number *** on
9/29/2015.? Per the *** it was expected
to arrive on 10/1/Per tracking information, as of
10/13/the check has not been signed for/deliveredThe original check was
returned as undeliverable to our office by the *** on 10/3/2015.? This was unknown on 9/28/when Linda
*** contacted Customer RelationsWe had verified *** ***’s address
with her, Kirby Customer Relations, as it also matched the return address on
the letter she sent to our office to request the cancel of the original
purchase.?
? ? ? ? ? ? ? ? ? ? ? On 10/13/2015, I spoke with a
representative from the *** and they stated it was unknown as to why the check
was not delivered.? I contacted the
*** residence and spoke with *** ***, *** ***’s
husband.? I agreed to again stop payment
of the check and have it hand delivered to the *** residence on 10/13/
? ? ? ? ? ? ? ? ? ? ? The check was hand delivered to *** *** on 10/14/at 4pm.? We advised
that if the check sent by mail to their home was delivered to please destroy
it as a stop payment had already been completedThe *** family was satisfied with this resolutionAs of today 10/15/
*** still has no idea where the check is.?
If you have any questions or need any additional information please feel
free to contact me at my office
Sincerely,
?
Todd M***
General Manager

Complaint: ***
I am rejecting this response because: As stated before, the company's response to my issue has been unacceptable from the startI made more than calls to the company after sending the photos of the scratches and not one call was returnedIt doesn't matter if you are in Columbus and I am in Cincinnati - it's about responding promptly and courteously over the phone and not ignoring me to hope I'll go awayIt's also about believing your "valued customers" and not implying that I am lying by using phrases such as "alleged scratches" and saying I can't prove your equipment was what damaged my floorsSeriously? Calling me a liar and not ever responding to my repeated calls (until I filed this Revdex.com complaint) does not support your claim to value customer serviceIf you had really wanted to help a "valued customer" from the beginning, you would have promptly responded and then directed my calls to someone that could have actually helped, since you claim you cannot helpInstead, your company ignored me and now you continue - with every response - to imply that I am lyingI find this insulting and ridiculousI am not alone in my complaints about customer service and damage to my house from Kirby productsThis is a nationwide problem with Kirby and its distributorsAs far as I am concerned, this matter is closed with your businessAs I stated before, I will be pursuing other means to rectify the situation.?

Revdex.com of Central Ohio, Inc.
To Whom It May Concern:
            I am writing regarding Revdex.com complaint [redacted] submitted
by [redacted].  The AGA Group Inc did
receive a phone call from [redacted] (1/27/16) she...

received a Kirby Homecare
System as a gift.  She stated, that since
she did not know how to use it she damaged her hardwood floors.  She asked that we send someone to her home to
show her how to use it properly.  She
also asked what were we going to do about her damaged floors.  Courtney P[redacted], the office administrator,
stated she was unsure what we would do as we are not responsible for damage
done by a customer themselves.  Courtney
informed her that we are located in Columbus and do not have any locations in
Cincinnati. Courtney stated it may take up to a month to get a representative
to their home to assist them in use as we rarely have customers in the
Cincinnati area.  Courtney did advise she
could go to a Kirby distributor in her area and they could assist her.  Courtney informed her of our status as an
independent distributor (dealership).
            Courtney did show me photos that [redacted] had sent.    I
looked into the transaction. The purchase of three machines was made by [redacted] in Columbus. The damage to [redacted]’s floors took place in
Cincinnati.  The damage was not done by
an agent or representative of The AGA Group Inc, therefore we can not be held
responsible.  We did not sell equipment
to [redacted] as she stated it was given to her as a gift.  [redacted] did not call prior to using the
Kirby on her floors for assistance.  The
AGA Group Inc feels that we are in no way responsible for the damages done to
[redacted]’s floors.  We will however,
still attempt to reach out to Kirby offices in Southern Ohio to assist, however
each office is an independent dealership and they are under no obligation to
assist, that is the best that we can offer at this time.
            If you have any questions regarding
this matter please call me at my office.
Sincerely,
 
Todd M[redacted]
General Manager

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,  [redacted] & [redacted]

The Riley Group
I am writing regarding Revdex.com Complaint
ID submitted by [redacted].
[redacted] purchased a Kirby Home Care system from The AGA Group Inc
on 9/1/2015. [redacted] paid $
via check. Her check was deposited the
next day 9/2/2015. She submitted written
a request to cancel her purchase on 9/3/2015.
It is company policy to refund customers after the equipment is received
and checked back into inventoryThe equipment was picked up on 9/11/[redacted] was notified at time of pick up that if a purchase is made by check it
can take 10-business days to clear our financial institution. Once cleared a check would be mailed to
her. A refund check was issued and
mailed to [redacted] on 9/21/
[redacted] had contacted Kirby Customer Relations on 9/28/2015, to advise that she
had not received her refund. We then
stopped payment on the check sent on 9/21/We reissued her $check
on 9/28/2015. It was sent Priority 2-Day
Mail via the [redacted] with tracking number [redacted] on
9/29/2015. Per the [redacted] it was expected
to arrive on 10/1/Per tracking information, as of
10/13/the check has not been signed for/deliveredThe original check was
returned as undeliverable to our office by the [redacted] on 10/3/2015. This was unknown on 9/28/when Linda
[redacted] contacted Customer RelationsWe had verified [redacted]'s address
with her, Kirby Customer Relations, as it also matched the return address on
the letter she sent to our office to request the cancel of the original
purchase.
On 10/13/2015, I spoke with a
representative from the [redacted] and they stated it was unknown as to why the check
was not delivered. I contacted the
[redacted] residence and spoke with [redacted], [redacted]'s
husband. I agreed to again stop payment
of the check and have it hand delivered to the [redacted] residence on 10/13/
The check was hand delivered to [redacted] on 10/14/at 4pm. We advised
that if the check sent by mail to their home was delivered to please destroy
it as a stop payment had already been completedThe [redacted] family was satisfied with this resolutionAs of today 10/15/
[redacted] still has no idea where the check is.
If you have any questions or need any additional information please feel
free to contact me at my office
Sincerely,
Todd M[redacted]
General Manager

This provides me, the customer, with no resolution. I am completely floored that this is the response I received. I have phone records documenting my calls. Because I could not connect with anyone at AGA via phone, I emailed the owner, which was the email address listed in my receipt and documented herein, and still received no response. This is 100% unsatisfactory business conduct. At this point, I want nothing to do with this business. I wish to return both vacuum cleaners and receive a full refund, in addition to AGA returning my brand new $400 Shark Vacuum to me. 
Regards,
[redacted]