The Kirby Company World Headquarters

We have asked the distributor to reconsider his position of not canceling Mr. [redacted]’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.

March 6, 2017   Ms. Linda [redacted] Revdex.com of Cleve[redacted]   RE:     [redacted] Revdex.com Assigned ID #[redacted]   Dear Ms. [redacted],   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, 2015. Ms. [redacted] noted that on December 4, 2016, a year from the date of purchase, she began to have an issue with her Kirby. She stated that it started to smoke and that it began to smell like burned rubber. Ms. [redacted] admitted that she had never changed the belt on the vacuum nor had she had the machine serviced. The 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 machine. However, 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 closed. The 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 machine. Short 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]

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.
On August 1st I responded to the email sent by Ms Paula J[redacted], Assistant Compliance Associate. I explained to Ms J[redacted] that until I received her voicemail I was unaware of any email correspondence, despite my checking, due to the emails being filtered to my spam folder. I was also out of town and unable to provide the requested information until then. She responded this morning asking for additional information, which I plan on providing today. 
Regards,
[redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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]

September 27, 2017   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, 2017 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, 2017. [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 concerns. Should 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 1920 West 114th Street Cleveland, OH 44102 [redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear Ms. H[redacted]The Kirby Company ("the Company") again thanks your office for allowing us the opportunity to respond to Ms. C[redacted]'s concerns. The Company again spoke to Ms. C[redacted] today, and confirmed that she received the complimentary s[redacted]lies sent by the independent distributor. Ms. C[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 Ms. C[redacted]. Should you have any additional concerns, please do not hesitate to contact me directly. Sincerely,Sean B[redacted]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 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 $50 to do a demonstration so please help us".
Regards,
[redacted]

August 23, 2016     Ms. [redacted] Revdex.com of Cleveland [redacted]@cleveland.Revdex.com.org   RE:      [redacted]            Revdex.com ID No.[redacted]   Dear Ms. [redacted]:   Again, Thank you for allowing The Kirby Company (the “Company”) the opportunity to address Mr. [redacted] S. [redacted]’s concerns regarding his purchase of a Kirby home cleaning system on November 24, 2015 from [redacted] Inc. (“[redacted]”) an authorized, independent distributorship of  Kirby products located at 1523 94th Lane NE, Suite A, Blaine, MN 55449.    Upon receiving your letter regarding Mr. [redacted]’s concerns, the Company immediately started investigating and was able to locate the distributorship, [redacted], which was involved with this sale. The Company then confirmed with United Consumer Financial Services (“UCFS”) that Mr. [redacted] had verified the terms of his financing contract for the Kirby and proceeded to make two payments of $45.81. At this point, Mr. [redacted], per his own admission, ceased making payments. UCFS attempted to contact him several times so that he could bring his account current. But after receiving no response from him, UCFS charged-off the account to a collection agency   The owner of [redacted] advised the Company that he and UCFS offered the following: if Mr. [redacted] was to bring his account current with UCFS by paying his past due balance of $366.48, then UCFS would re-instate Mr. [redacted]’s account and the charge-off would be removed from his credit report. [redacted] also advised that they had offered to re-demonstrate the Kirby system in Mr. [redacted]’s home and deliver, as a gesture of good-faith, the verbally promised supplies that he claims he was promised, but were never written on the contract. Mr. [redacted] refused these offers and instead requested to have the Kirby picked up. The owner of [redacted] then picked up the system as a voluntary repossession.   Despite the best efforts of [redacted], UCFS, and the Company to resolve this matter, the Company views it as being closed due to Mr. [redacted]’s refusal of the offers presented, his relinquishment of the Kirby to [redacted], his failure to cancel his contract within the three-day federal cancellation period, and his ineligibility for cancellation under the Company’s Golden Ager/Disabled Consumer Purchase Cancellation Policy,   Should you have any additional questions or concerns, please do not hesitate to contact me directly at sb[redacted]@kirbywhq.com or [redacted] at 763-785-0670. Thank you.   Very truly yours,   /s/ Sean C. B[redacted]   Sean C. B[redacted] Senior Manager Business Compliance & Consumer Relations The Kirby Company 1920 West 114th Street Cleveland, OH 44102 216-529-6203 sb[redacted]@kirbywhq.com

[redacted] ADR Manager [redacted]    Re: Revdex.com ID # [redacted] – [redacted]   Dear [redacted],   Thank you for allowing The Kirby Company ("the Company") an opportunity to address [redacted]’ concerns.   Upon investigating this matter, the Company...

was able to determine, from the information that [redacted] provided to the Company, that the individuals who sold her the Kirby system are not affiliated with any independently owned and operated distributorship of Kirby products. In fact, the individuals specifically hold themselves out to the public as being not affiliated with Kirby. The Company even searched its warranty database, using the serial number of [redacted]’ Kirby, and discovered that her unit had been previously sold to another consumer back in 2013.   The Company spoke to [redacted] and explained that because these individuals are not affiliated with any independent distributorship of Kirby products, the Company cannot mediate this matter. [redacted] understood and appreciated us looking into her concerns. As a gesture of goodwill, the Company is sending [redacted] some complimentary vacuum bags and belts. [redacted] again thanked us for our efforts.   Should you or your office have any additional questions, please do not hesitate to contact me directly.   Sincerely,   Sean *. B[redacted]Senior ManagerBusiness Compliance & Consumer RelationsThe Kirby Company1920 West 114th StreetCleveland, OH 44102216-529-6203[redacted]

Dear
Ms. [redacted]:
 
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 85027.   
 
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 Mr. nor 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 Mr. and Mrs. [redacted]’s Kirby system and canceled
their contract with [redacted] (“[redacted]”).  The Company confirmed the cancelation of the
financing with [redacted] and attempted to reach Mr. and Mrs. [redacted] by telephone on
three occasions to confirm their satisfaction with the resolution of this
matter.  Neither Mr. nor 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

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]

The Kirby Company (the "Company") appreciates the opportunity to help address your concerns.regarding your Sentria II home cleaning system. Per our telephone conversation of September 21, 2015, you advised that you had taken your Sentria II system to a company called [redacted] in Huntsville,...

Alabama. I 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, Ohio. At 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 behalf. As 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 area. Unfortunately, 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/repairs. Additionally, we have located an authorized service center near you which is willing to assist with any necessary repairs. Please respond by October 13, 2015 to 800-494-8586 or [redacted]. If we do not hear from you on or before October 13, 2015, we will consider this matter closed. If you prefer to contact the service center directly, I have included its contact information below: [redacted]
[redacted]
[redacted]
[redacted] Additionally, representatives are available on our Technical Support Line at 1-800-437-7170, Monday — Friday, 8:00 am to 7:30 pm, EST, and on Saturday, 9:00 am to 5:00 pm, EST. Sincerely, [redacted] Consumer Relations Senior Specialist The Kirby Company

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]

Consumer confirmed via phone the complaint has been resolved.

VIA ELECTRONIC POSTING
August 11, 2016
Ms. [redacted]
Revdex.com of Cleveland
[redacted]@cleveland.Revdex.com.org

RE: [redacted]
File ID #[redacted]

Dear Ms. [redacted]:

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, 2016 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-going. Ms. [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 well. The dealer further advised that there were other pre-existing conditions in the carpet.

[redacted] has offered Ms. [redacted] $150.00 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 consideration. This offer was relayed to Ms. [redacted] by the Company via email and telephone. As 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. [redacted]’s concerns.
Very truly yours,

/s/ Sean C. B[redacted]
-------------------------------
Sean C. B[redacted]
Senior Manager
Business Compliance & Consumer Relations
The Kirby Company
1920 West 114th Street
Cleveland, OH 44102
216-529-6203
sb[redacted]@kirbywhq.com

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 6 months of owning and operating it. I am happy with Mr. [redacted]ts services and told him that. The 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 not. That is not fault on the salesman but the manufacturer themselves. I don't need a vacuum that cannot get the dog hair up or the dirt. When I shampoo carpet after vacuuming now the water is mud when I shampoo carpet after vacuuming the first 6 months of using the kirby the water would pick up light brown. It would not be an issue if the machine was still working the way stated at time of purchase. I have all email discussions between me and Kirby headquarters and me and Mr. [redacted]t if needed. 
Regards,
[redacted]

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 attachment. If 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 you. Sincerely,[redacted]

August 1, 2017     Ms. [redacted] Revdex.com of Cleveland [redacted]   RE:    [redacted]           Revdex.com Assigned ID #[redacted]   Dear Ms. Suire,   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 resolved. The Company communicated [redacted]’s concerns to Merchants, and Merchants informed the Company that [redacted]’s remaining balance was $460.00. Merchants contacted [redacted] directly and settled the matter by accepting one last payment of $230.00 to officially pay off his account with them. The 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 1920 West 114th Street Cleveland, OH 44102 [redacted]