The Kirby Company World Headquarters

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I stated the machine is working again after his visit but it is not working properly or the way it was the first months of owning and operating itI am happy with Mr***ts services and told him thatThe kirby company states to their salesman that it runs like new with proper maintenance and care and I was told it would always keep up the dog hair and it has notThat is not fault on the salesman but the manufacturer themselvesI don't need a vacuum that cannot get the dog hair up or the dirtWhen I shampoo carpet after vacuuming now the water is mud when I shampoo carpet after vacuuming the first months of using the kirby the water would pick up light brownIt would not be an issue if the machine was still working the way stated at time of purchaseI have all email discussions between me and Kirby headquarters and me and Mr***t if needed Regards, [redacted]

February 1, Re: [redacted] Revdex.com # [redacted] Dear Ms [redacted] Thank you for allowing The Kirby Company (“the Company”) an opportunity to respond to Mika C***s (“MsC***s”) concerns pertaining to her April 20, purchase of a Kirby home cleaning system from Champion Industries Inc(“Champion”), an independently owned and operated distributorship of Kirby products On the same day that the Company received your letter, the Company also received an email from MsC [redacted] requesting cancellation of her purchase under the Company’s nine month Golden Ager/Disabled Consumer Purchase Cancellation Policy (“the Policy”) due to arthritis in her ankle and an upcoming surgery to repair some previous ankle injuries that she had sustainedMsC***, who is years old and lives with her husband and four children, informed the Company that she is the only party on the purchase agreement, and she also stated that if the distributor did not want to cancel the contract, then she wanted the price loweredThe Company told MsC [redacted] that we would be contacting Champion to relay her concerns to them as we were not a party to her purchase agreement The Company spoke with the owners of Champion, and they stated that MsC [redacted] had never contacted them, as she had alleged in her correspondence to your officeFurthermore, MsC***s only right of rescission was the three-day cancellation detailed by law, which MsC [redacted] did not abide by; her first expression of her desire to cancel was through the sending of the email to the Company and the filing of the complaint with your office on the same dayIn fact, United Consumer Financial Services (“UCFS”), the company through which MsC [redacted] financed her purchase, indicated that MsC [redacted] only contacted them once after purchasing her Kirby to inquire only about her balance; UCFS stated that she also made six payments to UCFS after purchasing her Kirby In regards to MsC***s request to cancel under the Policy, this request was also untimely made as it was not done within the nine month time periodDue to all of the above listed items, Champion informed the Company that it would not be honoring her untimely cancellation request Champion did offer to MsC [redacted] to have someone come out to her home to re-demonstrate the Kirby system and to deliver some complimentary s*lies; they indicated that the price would not be lowered anymore due to MsC [redacted] already receiving a discounted price at the time of purchaseThis offer was relayed to MsC***, who informed the Company that she did not want the re-demonstration but she would accept the complimentary bags, belts, and shampoo that Champion will send to herMsC [redacted] was satisfied the resolution of this matterThe Company relayed this information to Champion and will follow through to ensure that the items are successfully delivered Again, the Company thanks your office for allowing us the opportunity to address MsC***s concernsShould you have any questions, please do not hesitate to contact me at the information below Sincerely, Sean B [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company [redacted]

VIA ELECTRONIC POSTING August 11, Ms [redacted] Revdex.com of Cleveland [redacted] @cleveland.Revdex.com.org RE: [redacted] File ID # [redacted] Dear Ms***: Thank you again for allowing The Kirby Company (the “Company”) an opportunity to address Ms [redacted] ***’s concerns about the Kirby home cleaning system demonstration that took place in her home on July 21, by a dealer affiliated with [redacted] Enterprises, Inc., an independently owned and operated distributorship of Kirby products The Company has continued to investigate this matter, and conversations via telephone and email involving both [redacted] and Ms [redacted] have been on-goingMs [redacted] confirmed to the Company that the paint stain on the carpet, that the dealer attempted to clean, was a pre-existing stain [redacted] spoke with the dealer in question, and the dealer explained that he was asked to leave the home before he was able to complete his work on the stain and before he was able to complete the shampoo demonstration as wellThe dealer further advised that there were other pre-existing conditions in the carpet [redacted] has offered Ms [redacted] $to allow her to choose a carpet cleaning company of her choice to clean the carpet, as a full replacement of the carpet is not being taken into considerationThis offer was relayed to Ms [redacted] by the Company via email and telephoneAs Ms [redacted] is currently on vacation until Monday, August 15th, it was agreed upon that the Company and Ms [redacted] will discuss this offer further via telephone on Wednesday, August 17th The Company will continue to mediate this matter between [redacted] and Ms [redacted] and will update your office with any and all developments If you have any additional questions, please do not hesitate to contact me directly at sb [redacted] @kirbywhq.com Thank you again for allowing the Company the chance to address Ms***’s concerns Very truly yours, /s/ Sean CB [redacted] ------------------------------- Sean CB [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529- sb [redacted] @kirbywhq.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The only discrepancy is that KKRB never mentioned they represented Kirby and they did state "we are not here to sell you anything, but I will make $to do a demonstration so please help us" Regards, [redacted]

The Kirby Company (the "Company") appreciates the opportunity to help address your concerns.regarding your Sentria II home cleaning systemPer our telephone conversation of September 21, 2015, you advised that you had taken your Sentria II system to a company called [redacted] in Huntsville, AlabamaI explained that [redacted] was not an authorized service center and offered to have the Company's engineers inspect and make any necessary repairs to your system at our world headquarters in Cleveland, OhioAt that time, you informed me that your machine still was with [redacted] As a courtesy, I requested the telephone number of [redacted] to contact them on your behalfAs you responded that I needed to locate the number myself, I did try to find contact information for [redacted] online, even calling other vacuum shops in the areaUnfortunately, I am unable to find any information regarding [redacted] The Company remains willing to retrieve your Sentria II system and pay for its shipment to Cleveland for inspection/repairsAdditionally, we have located an authorized service center near you which is willing to assist with any necessary repairsPlease respond by October 13, to 800-494-or [redacted] If we do not hear from you on or before October 13, 2015, we will consider this matter closedIf you prefer to contact the service center directly, I have included its contact information below: [redacted] Additionally, representatives are available on our Technical Support Line at 1-800-437-7170, Monday — Friday, 8:am to 7:pm, EST, and on Saturday, 9:am to 5:pm, ESTSincerely, [redacted] Consumer Relations Senior Specialist The Kirby Company

August 1, Ms [redacted] Revdex.com of Cleveland [redacted] RE: [redacted] Revdex.com Assigned ID # [redacted] Dear MsSuire, Again, thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by [redacted] (“ [redacted] ”) regarding his financing agreement with [redacted] As detailed in our last response, the Company was still investigating this matter, and was committed to assisting [redacted] As of today, the Company can confirm that this matter has been resolvedThe Company communicated [redacted] ’s concerns to Merchants, and Merchants informed the Company that [redacted] ’s remaining balance was $Merchants contacted [redacted] directly and settled the matter by accepting one last payment of $to officially pay off his account with themThe Company confirmed this with [redacted] , and he indicated that he is happy and satisfied with this resolution Should you have any additional questions or concerns, please do not hesitate to contact me directly at [redacted] Thank you Sincerely, Sean *B [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH [redacted]

I am writing with the final resolution of complaint number [redacted] The distributor, [redacted] ***, canceled Mr***’s contract, including the financing, refunded the $down payment, and picked up the Kirby system As a matter of information, the contact information for [redacted] is as follows: [redacted] , CO [redacted] Please let me know if you need any additional informationThanks,

September 27, Ms [redacted] Revdex.com of Cleveland [redacted] RE: [redacted] Revdex.com Assigned ID # [redacted] Dear [redacted] ***, Thank you for allowing The Kirby Company ("the Company") an opportunity to respond to [redacted] ’s (“ [redacted] ’s”) request to cancel his August 5, purchase of a Kirby home cleaning system from [redacted] **(“ [redacted] ***”) of Sun City, Arizona, an independently owned and operated distributorship of Kirby products Upon receiving your letter, the Company contacted [redacted] and confirmed that [redacted] had purchased a Kirby home cleaning system from them on August 5, [redacted] also indicated that the only time they heard from [redacted] about his intent to cancel was when he contacted their distributorship last week [redacted] reminded [redacted] that his contract explicitly states that he had three business days from the date of purchase to cancel; as his request to cancel, by his own admission, was well outside of that three-day cancellation window, [redacted] reiterated to [redacted] that they would not be honoring his request The owner of [redacted] did offer [redacted] a complimentary re-demonstration of the Kirby home cleaning system and a complimentary service of the Kirby as gestures of good will; both offers, however, were refused by [redacted] The Company thanks your office again for the opportunity to respond to [redacted] ’s concernsShould you have any additional questions, please do not hesitate to contact me directly at [redacted] Thank you Sincerely, Sean *B [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH [redacted]

Dear Ms***: Thank you for bringing the concerns of [redacted] (“Mr [redacted] ”) to the attention of The Kirby Company (the “Company”) The Company appreciates the opportunity to address Mr [redacted] ’s concerns regarding the purchase of a Kirby home cleaning system from [redacted] Kirby (“Sun West”), an authorized, independent distributorship of Kirby products located at [redacted] ***, Phoenix, AZ The Company had been mediating Mr [redacted] ’s concerns prior to receiving the complaint from the Revdex.com On June 29, 2015, a representative in the Company’s Consumer Relations Department had informed [redacted] (“Mrs [redacted] ”) of the documentation needed to mediate her cancelation request under the Company’s Golden Ager/Disabled Consumer Purchase Cancelation Policy To date, neither Mrnor Mrs [redacted] has provided proof of how Mrs [redacted] ’s disability of a “thyroid condition” restricts or prevents her use of the Kirby system Nonetheless, [redacted] ***, as a gesture of goodwill, picked up Mrand Mrs [redacted] ’s Kirby system and canceled their contract with [redacted] (“***”) The Company confirmed the cancelation of the financing with [redacted] and attempted to reach Mrand Mrs [redacted] by telephone on three occasions to confirm their satisfaction with the resolution of this matter Neither Mrnor Mrs [redacted] has responded If you have any questions, please contact me directly at or [redacted] at [redacted] Thank you again for the opportunity to respond Sincerely, /s/ [redacted] [redacted] Director, Customer and Public Relations and Business Compliance

Dear MsH [redacted] The Kirby Company ("the Company") again thanks your office for allowing us the opportunity to respond to MsC***'s concernsThe Company again spoke to MsC [redacted] today, and confirmed that she received the complimentary s*lies sent by the independent distributorMsC [redacted] expressed her satisfaction with the resolution of this matter.Again, the Company appreciates having been afforded the opportunity to mediate this matter between the independent distributor and MsC***Should you have any additional concerns, please do not hesitate to contact me directlySincerely,Sean B [redacted] The Kirby Company

March 6, MsLinda [redacted] Revdex.com of Cleve [redacted] RE: [redacted] Revdex.com Assigned ID # [redacted] Dear Ms***, Thank you for allowing The Kirby Company ("the Company") an opportunity to respond to the concerns raised by Ms [redacted] pertaining to the Kirby home-care system that she purchased from Braddox Distributing (“Braddox”), an authorized, independently owned and operated distributorship of Kirby products After receiving your letter, the Company contacted Ms [redacted] and learned that she had purchased her Kirby home-care system back on December 3, Ms [redacted] noted that on December 4, 2016, a year from the date of purchase, she began to have an issue with her KirbyShe stated that it started to smoke and that it began to smell like burned rubberMs [redacted] admitted that she had never changed the belt on the vacuum nor had she had the machine servicedThe Company offered to call-tag the machine, at no cost to her, to our Engineering Department to inspect it, but Ms [redacted] stated that once it leaves her home, she will not want it back The Company then contacted Braddox to inform them of this matter, and the owner of Braddox advised that he also would be willing to have a service center nearest to her inspect the machineHowever, with Ms [redacted] ’s adamant stance that she no longer wants the Kirby, Braddox was also hesitant about sending someone to pick it up Ms [redacted] was also advised that she was outside any cancellation period defined by statute or by the Company’s policies Based on all of this, Braddox informed the Company that it would not be able to assist Ms [redacted] at this time due to her insistence that she will not accept her Kirby back even if Braddox or the Company examines her vacuum at no cost to her As such, the Company views this matter as being closedThe offers to have her Kirby inspected still stand so long as she expressly understands that the Kirby will be delivered back to her and that she must accept the return of her machineShort of that, nothing more can be done to assist Again, we thank you for allowing us the chance to address Ms [redacted] ’s concerns, and should you or your office have any further questions, please do not hesitate to contact us directly Sincerely, Sean C [redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company [redacted]

Dear Revdex.com,I rejected the response because I have yet to have any kind of response/resolution from the Kirby dealer here in P [redacted] ColoradoI have yet to be allowed to return this vacuume that I don't want or use I have not been allowed to cancel the financial contact even though the Kirby company asked MrS [redacted] to reconsider his decision, I have not been told anything else from them In order for a resolution, I would like to be able to return this vacuum and not have this financial obligation for something I canceled soon after purchasing Sincerely, [redacted] ***

We have asked the distributor to reconsider his position of not canceling Mr***’s contract The distributor inadvertently wrote to his local Revdex.com that he “would” cancel (forgetting the word “not”) Although the distributor’s intent was still clear from the letter, we have asked him to rethink his decision as he admitted that Mr [redacted] canceled on the fourth day, just one day outside of the three-day period

Upon receipt of your email dated October 11, 2015, The Kirby Company’s Consumer Relations Department contacted [redacted] Distributing, the independent, authorized distributorship from which you purchased the Kirby system The contract for the purchase of the Kirby system is between you and [redacted] Distributing; The Kirby Company is not party to the contract and therefore cannot rescind the transaction The distributorship responded that it would accept your cancelation request, so long as you returned the machine to their office at [redacted] in Huntsville with every piece and attachmentIf you are able to return the Kirby system with every piece, accessory, and attachment, please let me know when you will be dropping off the machine so that I may inform the owner of [redacted] Distributing accordingly Thank youSincerely, [redacted]

Sean B [redacted] 3:PM (hours ago)to me, Halle, Brenda VIA ELECTRONIC MAIL August 1, Ms [redacted] ***Revdex.com of Cleveland [redacted] @cleveland.Revdex.com.org RE: [redacted] ***File ID # [redacted] Dear Ms***: Thank you for allowing The Kirby Company (the “Company”) an opportunity to address Ms [redacted] ***’s concerns about the Kirby home cleaning system demonstration that she alleges took place on July 21, As background, the Company manufactures high-quality, home cleaning systems, which it then sells directly to independently owned and operated businesses, or “distributorships,” across the globeThose distributorships, through a network of salespeople or “dealers,” then sell the home cleaning systems directly to consumer end-users via in-home demonstrationsAs such, the relationship between the Company and the distributorships is that of vendor/vendee While the Company is not a party to the independent distributorship’s agreements with any dealers or its sales contracts with consumers, the Company does take allegations against distributorships seriously and can act as a mediator to investigate allegations furtherTherefore, upon receipt of your letter and an email from Ms***, both sent on July 25, 2016, the Company immediately contacted Ms***, via the email address that she provided, to indicate to her that the Company would be looking into her concerns and to seek necessary additional information from her to aid in this investigationHowever, Ms [redacted] has yet to respond to the two emails that were sent to her, and she has not returned the voicemail message that was left at the telephone number she providedRegardless, the Company is still pursuing the investigation of her claim, and the Company will continue its efforts to get in touch with Ms***If you have any additional questions, please do not hesitate to contact me directly at sb [redacted] @kirbywhq.comThank you again for allowing the Company the chance to address Ms***’s concerns Very truly yours, /s/ Sean CB [redacted]

Thank you for bringing the concerns of [redacted] (“Ms [redacted] ”) to the attention of The Kirby Company (the “Company”) The Company appreciates the opportunity to address Ms [redacted] ’s concerns regarding her Kirby cleaning system As a matter of information, the Company manufactures high-quality cleaning systems, which it sells to independently owned and operated businesses or “distributorships.” These distributorships, through a network of salespeople or “dealers,” then sell the cleaning systems to consumer end-users via in-home demonstrations Despite the vendor/vendee relationship the Company has with its distributors, the Company requires its distributor to operate legally and ethically and provide the best in customer service As such, the Company immediately contacted [redacted] (“Mr***”), the owner of the independent distributorship which sold Ms [redacted] her Kirby system Mr [redacted] quickly reached out to Ms [redacted] and went to her home to assist her in getting her system working properly Ms [redacted] confirmed with the Company that her machine is now working properly, and she appreciated Mr [redacted] promptly coming to her home to assist If you have any questions, please contact me directly at [redacted] Thank you again for the opportunity to respond Sincerely, [redacted] Senior Director, Business Compliance and Contracts Administration

Thank you for bringing the concerns of [redacted] (“Ms. [redacted] ”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Ms. [redacted] ’s concerns regarding an unsolicited invitation to preview the Kirby home cleaning... system. As a matter of information, the Company manufactures high-quality cleaning systems, which it sells to independently owned and operated businesses or “distributorships”. These distributorships, through a network of salespeople or “dealers,” then sell the cleaning systems to consumer end-users via in-home demonstrations. As such, the relationship between the Company and its distributorships is that of vendor/vendee. Despite this vendor/vendee relationship, the Company takes all complaints seriously. The Company spoke with Ms. [redacted] and her friend, ***, in an attempt to ascertain information that would enable us to identify the distributor who contacted Ms. [redacted] . Ms. [redacted] did not know the name of the distributor and was unable to provide any information that would have enabled us to make the determination. [redacted] also claimed that she did not have any information, even though she purchased a Kirby system from the distributor. As a matter of information, distributors will ask customers for referrals and then will scrub the information they have received against the “Do Not Call” Registry. Although the Company was unable to determine which office contacted Ms. [redacted] , we were able to assist her by adding her name and address to our internal “Do Not Contact/Do Not Visit” list, which was sent to all distributors within a 150 mile radius of her zip code. Ms. [redacted] advised she was satisfied with this resolution. If you have any questions, please contact me directly at [redacted] . Thank you again for the opportunity to respond. Sincerely, [redacted] [redacted] Director, Customer and Public Relations and Business Compliance

March 24, 2017 Rhonda [redacted] ADR Manager [redacted] Re: BBB ID # [redacted] ** [redacted] *** Dear Ms. W [redacted] Thank you for allowing The Kirby Company ("the Company") an opportunity to address Mr. M***'s concerns regarding "Bright and Shiny Kirby... Co.," anauthorized, independently owned and operated distributorship of Kirby products. Upon receiving your letter, the Company contacted the owners of Bright and Shiny Kirby Co. to discuss Mr. M***'s allegations that representatives from Bright and Shiny Kirby Co. have been calling his number and his wife's number; number that he alleges are on the national "Do Not Call" list. The Company is still investigating this matter with Bright and Shiny Kirby Co. and will update your office once we have received additional information. Thank you again for allowing us the chance to investigate this matter. Sincerely, Sean B [redacted] Senior ManagerBusiness Compliance & Consumer RelationsThe Kirby Company [redacted]