The Kirby Company World Headquarters

February 12, 2018 Re: # [redacted] Dear [redacted] The Kirby Company appreciates being afforded the opportunity to respond to [redacted] ) request for service on her Kirby home cleaning system that she purchased from ***, an independently... owned and operated distributorship of Kirby products. [redacted] is in the process of making arrangements to pick up [redacted] Kirby system, and our office will keep you updated on any and all developments. Should you have any questions or concerns, please do not hesitate to contact me at the information below. Sincerely, Sean B [redacted] ------------------------------- Sean [redacted] Business Compliance & Consumer Relations The Kirby Company [redacted]

Halle S*** 3:PMto me, Monica Hi ***, Thanks so much for following up The distributorship from which Ms*** purchased her Kirby system, *** *** ***, no longer is active The Kirby Company terminated its relationship with
*** *** *** on April 28, As such, we have been working on finding a resolution to Ms***’s concerns I am happy to report that yesterday, Ms*** received her refund of $ Just this morning, our Consumer Relations Department confirmed resolution with Ms*** The complaint is closed! Hope all is well,Halle

February 1, Re: *** *** * Revdex.com # *** Dear MsH*** 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*** 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*** 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*** 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*** 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*** financed her purchase, indicated that MsC*** 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*** 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*** 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*** 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*** Senior Manager Business Compliance & Consumer Relations The Kirby Company *** *** *** ***
*** ** ***
***
***

[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 *** ** *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Consumer responded via phone:The complaint is resolved She appreciates the company sending her vacuum bags and belts

VIA ELECTRONIC POSTING August 11, Ms*** *** Revdex.com of Cleveland ***@cleveland.Revdex.com.org RE: *** ** *** Revdex.com ID No.*** Dear Ms***:
Thank you for bringing the concerns of Mr*** ** *** (“Mr***”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Mr***’s concerns regarding his purchase of a Kirby home cleaning system on November 24, from a possible independent distributorship of Kirby products As a matter of information, the Company manufactures high-quality home 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 directly to consumer end-users via in-home demonstrations. As such, the relationship between the Company and the distributorships is that of vendor/vendee. While the Company is not a party to the sales contracts between these distributors and consumers, the Company can act as a mediator between the parties when matters arise Upon receiving your letter containing Mr***’s concerns, the Company immediately started investigatingMr*** has yet to provide additional, necessary details regarding the purchase, such as the serial number of the Kirby system, the names of the sales representatives, and the name of the distributorshipAs such, the Company has contacted at two (2) authorized, independent distributorships in the surrounding areas near Mr***’s home to determine if in fact the Kirby was sold to him by an authorized distributorshipOne distributor indicated that it did not sell to Mr***The Company is still awaiting a response from the other contacted distributor Just this week, the Company has contacted Mr*** several times: the only time that the Company was able to speak with him, the conversation was very brief with Mr*** advising the Company to call back later onThat follphone call went unanswered, and a voicemail was subsequently left. Another call will be placed again later this afternoon to Mr*** in the Company’s continuing effort to determine which distributorship, if any at all, was involved The Company will continue its investigation into this matter and will notify you when a final resolution is reached Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb***@kirbywhq.com. Thank you Very truly yours, /s/ Sean CB*** ------------------------------- Sean CB*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529-sb***@kirbywhq.com Tell us why here

July 21, Ms*** *** Revdex.com of Cleveland *** RE: *** ** *** Revdex.com Assigned ID #*** Dear Ms***: Thank you for allowing The Kirby Company ("the
Company") an opportunity to respond to the concerns raised by *** ** *** (“*** ***”) regarding the financing of his Kirby system The Company spoke with *** *** on July 14, for additional details regarding his purchase of the Kirby systemDuring that call, *** *** was unable to provide specific information since he was at work and did not have access to the contract*** *** provided his wife’s, *** ***’s (“*** ***’s”), telephone number so that she could provide the information the Company was requesting The Company contacted *** *** on July 14, 2017, but she was unable to provide any information because she was not at homeOn July 18, 2017, the Company again spoke to *** ***, and she provided the information necessary to determine the distributorship involved. Specifically, *** *** provided a copy of the contract for the Kirby system The Company learned that *** *** purchased the Kirby system from *** Inc(“***”) on December 11, 2016. *** ceased to be an independent distributor of Kirby products on June 6, 2017. Although the Company is unable to investigate with ***, the Company has contacted the company through which the contract was financed, *** *** ***, for assistance and clarification. According to the contract, it does not indicate that *** *** was given same as cash, nor is it noted that he would not pay interest on the loan The Company will continue to investigate this matter and will notify you when a final resolution is reached Should you have any questions or concerns in the interim, please do not hesitate to contact me directly at ***. Thank you Sincerely, /s Halle S*** Halle S*** Chief Compliance Officer The Kirby Company Tell us why here

October 5, Ms*** *** Revdex.com of Cleveland *** RE: *** *** Revdex.com Assigned ID #*** Dear Ms***, Thank you for allowing The Kirby Company ("the Company") an opportunity to respond
to the concerns raised by *** *** (“Mr***”), on behalf of his parents, regarding his parents’ request to cancel their purchase of a Kirby home cleaning system from KKRB and Associates Inc(“KKRB”), an authorized, independently owned and operated distributorship of Kirby products Upon receiving your letter on September 27, 2017, the Company immediately contacted KKRB, and confirmed that the ***s had purchased a Kirby system from KKRB the night before, on September 26, KKRB also indicated that one of the ***s’ sons had contacted their office on the morning of the 27th inquiring about cancelling his parents’ purchaseThe Company additionally spoke to Mr*** ***, who confirmed to the Company that he and his brother, *** ***, were both home when the salespeople from KKRB came to demonstrate the Kirby system to their parentsThe Company spoke to Mr***’s father, who did not say anything about being pressured to purchase the Kirby system; he did confirm to the Company that he wished to cancel his purchase from KKRB As of September 29, 2017, KKRB honored the ***s’ cancellation request by cancelling their financing agreement with *** *** *** *** (“***”), picking up the Kirby system from their home, and returning to them the vacuum that they had traded in at the time of purchaseIn regards to the $down payment, the ***s had placed a stop-payment order on the check, and so no money needed to be refunded to them by KKRB The Company confirmed with *** that the contract had been cancelled, and this information was relayed to the ***sMr*** *** was appreciative of KKRB and the Company’s prompt attention to this matter Again, the Company thanks your office for allowing us the chance to mediate this matter between the ***s and KKRBShould you have any additional questions or concerns, please do not hesitate to contact me directly at ***. Thank you Sincerely, Sean *B*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH *** ***

June
19,
*** *** ***
Trade
Assistant
RevDex.com Serving Greater Cleveland
RE: *** ***
Revdex.com ID No
***
Dear
*** ***:
Thank
you for allowing The Kirby Company (the “Company”) an opportunity to address William
Scott’s (“*** ***’s”) concerns regarding supplies ordered through *** ***, an authorized, independent distributorship of Kirby products
located at *** ** *** *** *** *** ***
Upon
receipt of *** ***’s concerns, the Company immediately contacted *** *** for
an explanation. The owner of the
distributorship apologized for the delay and explained the address the office
had for *** *** was incorrect. As soon
as *** *** learned of its mistake, the distributorship sent the 6-pack
of bags to *** ***. The Company confirmed
with *** *** that he did receive the 6-pack of bags, along with an additional
6-pack of bags and belts as a courtesy for the delay
Please do not hesitate to contact me or *** *** at ***
with any additional questions or concerns.
Sincerely,
/s/ Halle S***
Halle S***
Director,
Customer and Public Relations and Business Compliance

Thank
you for allowing The Kirby Company (the “Company”) the opportunity to address
the concerns of *** *** (“Ms***”).
Earlier today, Ms*** notified the Company that she received a check
for $per her agreement with *** *** ***g
(“***”), a former
independent, authorized distributor of Kirby home cleaning systems. As a matter of information, *** formerly did business at *** *** *** *** ** *** *** ***
If
you have any questions, please contact me directly at ***
Thank
you again for the opportunity to respond
Sincerely,
*** *** ***
*** ***
Director,
Customer and Public Relations and Business Compliance

May 3, Ms*** *** Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio ***@cleveland.Revdex.com.org Re: *** *** Revdex.com ID No*** Dear Ms***: Thank you for
bringing the concerns of *** *** (“Mr***”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Mr***’s concerns regarding a demonstration of the Kirby system on April 26, Through its investigation of this matter, the Company was able to determine that a salesperson or “dealer” associated with Diamond Distributing, an independent distributorship located at 9th Avenue South, Sauk Rapids, MN 56379, performed the demonstrationThe Company has been speaking with John H***, Jr(“MrH***”), the owner of Diamond DistributingMrH*** has spoken with and counseled the dealer who did the demonstration at Mr***’s home. MrH*** also sent an apology letter to Mr***, along with gift cards, apologizing for the dealer’s actionsMrH*** has promised not to contact the remaining referrals that Mr*** providedIf you have any questions, please contact me directly at hs***@kirbywhq.com or Diamond Distributing at 320-251-Thank you again for the opportunity to respondSincerely, /s/ Halle S*** Halle S*** Senior Director, Business Compliance, Public Relations and Contracts Administration Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The problem that we ("Mr& Mrs***") have with company is that they ("the Company") are providing information, fabricating the truthNow in regards to what actually took placeKirby "( the Company") was unsuccessful in resolving our issue in a professional manner and gave us hard time from start to finishMost everyone we spoke to was rude and very unprofessional especially Monica B*** Kirby Consumer Relations Specialist as she did not properly research this issue but then also refused to transfer us to her supervisor when we informed her that we did not like the way we were being handled by her*** *** kirby was no better, (with the exception of D***)Furthermore, *** *** DID NOT cancel our contract as a "Goodwill Gesture" but rather as a precautionary measure as they modified the original contract before sending it over to the finance company for review, so in other words there was a breach of contractOnce the finance company realized these fraudulent tactics they had no choice but to release us from the contract to prevent legal actionWe will say this of all the people that we worked with *** (*** *** *** *** ***) especially Katie M*** were they only ones that treated us with respect and were also the only ones that actually researched the issue and provided us with satisfactory serviceWe tried our very best to resolve this matter peacefully with the company but they insisted that we take what ever means were necessary as we were not getting out of our contract so that's what we didIt's a shame that a company as successful as Kirby would resort to such low measure and jeopardize their name and reputation at the expense of a single saleWhat's even more sad is that issue was so poorly researched that this is most likely the first that they hearing of the illegal tactics that were usedSomething has to change as I would hate for this to happen to someone elseIf this matter would have been handled appropriately in the beginning this complaint would be non existent and the company would've never exposed themselves or been subjected to such scrutiny
Regards,Mr& Ms***

VIA ELECTRONIC POSTING August 11, Ms*** *** Revdex.com of Cleveland ***@cleveland.Revdex.com.org RE: *** *** BB ID No*** Dear Ms***:
Thank you for bringing the concerns of Ms*** *** (“Ms***”) to the attention of The Kirby Company (the “Company”). The Company appreciates the opportunity to address Ms***’s concerns regarding her purchase of a Kirby system on September 22, 2015, from Road to Success, an independently owned and operated distributorship of Kirby products that is located at North Pennsylvania Avenue, Oklahoma City, OK As a matter of information, the Company manufactures high-quality home cleaning systems, which it sells directly 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 the distributorships is that of vendor/vendee. Even though the Company is not a party to any sales contracts between consumers and the independent distributorships, the Company can act as a mediator between the parties to assist in seeking a resolution when complaints arise Upon receipt of your letter, the Company immediately started an investigationThe Company spoke to the owner of Road to Success, and he advised that Ms*** never contacted them in regards to her cancellation request and they did not receive a cancellation notice in the mailRoad to Success advised that Ms*** is outside the three business-day cancellation period and the nine-month cancellation period detailed in the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy However, Road to Success still wanted to provide assistance to Ms*** with the Kirby system, and so, they scheduled an appointment to re-demonstrate the vacuum on August 11, Ms*** confirmed to the Company that an appointment had been setHowever, she advised that she had decided to keep the Kirby system, and therefore, she did not want anyone to come out againBased upon this, the Company views this matter as being officially resolvedThe Company has provided Ms*** with the phone number for the Company’s Integrated Marketing Department, 800-437-7170, should she ever need technical support with her Kirby system Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb***@kirbywhq.com. Thank you Very truly yours, /s/ Sean CB*** ------------------------------- Sean CB*** Senior Manager Business Compliance & Consumer Relations The Kirby Company West 114th Street Cleveland, OH 216-529-sb***@kirbywhq.com

*** ***Please see attached for the response of The Kirby Company regarding the above referenced complaint.Please let me know if you need anything further.Thanks,*** ***

Halle S*** to me, *** Hello, ***! Just to confirm, *** spoke with Ms*** on April Ms*** stated she received her repaired Kirby system and that everything seemed to be “working” with it Please let me know if there’s anything else you need regarding
this complaint. Thank you.Sincerely,Halle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

May 11, 2016 Ms. [redacted] Dispute Resolution Team Leader Revdex.com Serving Northeast Ohio Re: [redacted]       Revdex.com ID #[redacted] Dear Ms. [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 frustrations regarding the Kirby system she purchased on March 5, 2016 from Ace Distributing, Inc. (“Ace”), an independent distributor of Kirby systems located at 3207 Brooks, Missoula, MT 59801. The Company takes all complaints against its distributors seriously and immediately contacted Ace.  Ace informed the Company that the distributorship had not heard anything from Ms. [redacted] until receiving a copy of the complaint she filed with your office.  Ms. [redacted] went to Ace’s office in Missoula on May 7, 2016.  At that time, Ace honored Ms. [redacted]’s cancelation request by refunding her $100.00 down payment and returning the Hoover system she had traded in.  The Company has confirmed that Ms. [redacted]’s financing was canceled with [redacted], Inc. The Company has left a message for Ms. [redacted] to confirm her satisfaction with the resolution of this matter. If you have any questions, please contact me directly at hs[redacted]@kirbywhq.com or Ace at 406-543-8201. Thank you again for the opportunity to respond. Sincerely, /s/ Halle S[redacted] Halle S[redacted] Senior Director, Business Compliance, Public Relations and Contracts Administration Tell us why here...

February 1, 2018   Re: [redacted] Revdex.com # [redacted]   Dear Ms. [redacted]   Thank you for allowing The Kirby Company (“the Company”) an opportunity to respond to Mika C[redacted]s (“Ms. C[redacted]s”) concerns pertaining to her April 20, 2017 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 Ms. C[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 sustained. Ms. C[redacted], who is 29 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 lowered. The Company told Ms. C[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 Ms. C[redacted] had never contacted them, as she had alleged in her correspondence to your office. Furthermore, Ms. C[redacted]s only right of rescission was the three-day cancellation detailed by law, which Ms. C[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 day. In fact, United Consumer Financial Services (“UCFS”), the company through which Ms. C[redacted] financed her purchase, indicated that Ms. C[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 Ms. C[redacted]s request to cancel under the Policy, this request was also untimely made as it was not done within the nine month time period. Due 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 Ms. C[redacted] to have someone come out to her home to re-demonstrate the Kirby system and to deliver some complimentary s[redacted]lies; they indicated that the price would not be lowered anymore due to Ms. C[redacted] already receiving a discounted price at the time of purchase. This offer was relayed to Ms. C[redacted], 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 her. Ms. C[redacted] was satisfied the resolution of this matter. The 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 Ms. C[redacted]s concerns. Should 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]
[redacted]
[redacted]
[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 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, [redacted], 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: Revdex.com ID # [redacted] Dear Ms. W[redacted] Thank you for allowing The Kirby Company ("the Company") an opportunity to address Mr. M[redacted]'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[redacted]'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]