The Kirby Company World Headquarters

Dear
Ms. [redacted]:
 
Thank
you for bringing the additional concerns of [redacted] (“Mr. [redacted]”) to the
attention of The Kirby Company (the “Company”). 
The Company appreciates the continued opportunity to address Mr. [redacted]’s
concerns regarding a cancellation request.   
 
When
the Company learned of Mr. [redacted]’s additional concerns, a Consumer Relations
Specialist reached out to the company scheduled to finance Mr. [redacted]’s
purchase for an explanation.  [redacted]l Services (“[redacted]”) advised that at the time of purchase, the
dealer made an error when completing the cancelation portion of the
contract.  The dealer accidentally wrote
in the date of the sale as opposed to the three business days that Mr. [redacted]
had to cancel pursuant to federal law.  When [redacted] Kirby caught the error, the
distributorship corrected the date; [redacted] Kirby wanted [redacted] to know of the
correct date in case Mr. [redacted] called the finance company to cancel.   
 
If
you have any questions, please contact me directly at h[redacted]@kirbywhq.com.
 
Thank
you again for the opportunity to respond.
 
Sincerely,
 
/s/ [redacted]
 
[redacted]
Director,
Customer and Public Relations and Business Compliance

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 [redacted], 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]

September 14, 2017     Ms. J[redacted] Revdex.com of Cleveland [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 [redacted] (“[redacted]”) regarding her refund from [redacted]s  Upon receiving your letter, the Company had already been assisting [redacted] with obtaining her refund from [redacted]s, an independently owned and operated distributorship of Kirby products. The Company confirmed on September 11, 2017 with [redacted] that she has received her full refund from [redacted]s, and that she was satisfied with the resolution of this matter.   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]

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. [redacted]”), 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

Sean B[redacted] <SB[redacted]@kirbywhq.com>3:54 PM (20 hours ago)to me, Halle, Brenda VIA ELECTRONIC MAIL August 1, 2016 Ms. [redacted]Revdex.com of Cleveland[redacted]@cleveland.Revdex.com.org RE:      [redacted]File ID #[redacted] Dear Ms. [redacted]: 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, 2016. 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 globe. Those distributorships, through a network of salespeople or “dealers,” then sell the home 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 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 further. Therefore, upon receipt of your letter and an email from Ms. [redacted], both sent on July 25, 2016, the Company immediately contacted Ms. [redacted], 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 investigation. However, 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 provided. Regardless, the Company is still pursuing the investigation of her claim, and the Company will continue its efforts to get in touch with Ms. [redacted]. 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]

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.
[redacted] <[redacted]@gmail.com>3:05 PM (22 hours ago)to me Hi [redacted],I am contacting you regarding the Kirby Problem. I have tried to discuss this with a one Mr Wallace who is really not listening to me and not willing to resolve the problem but forcing me to pay an old amount of $360.00. I told him  i cant pay for something I haven't used at all. Yes he is willing to bring all the missing items and I am willing to start paying from now but he is not willing to let me start making payments from this period ends forth. His push is for me to pay the past amount which I cant pay. If indeed they don't want me to start at this period let them come take their Vacuum cleaner and do away with their contract because they are not doing right to me. As I explained earlier I tried getting his contact in vain but he kept blaming me for not contacting him when I tried requesting for his number and no one was giving it to me. Anther blame he puts on me is that I failed to use the CD and follow the instructions given to learn how to use their vacuum, yes this might be true and I haven't used their CD but I don't have time to do this for I am a PHD student going on with my research work and only my wife is available but she totally doesn't know how to use the machine since she wasn't around when the sales person drop it in  our house.One thing I cant do is to pay a past amount when I was not using the vacuum cleaner at all. If they renew the contract drop the detergents and start the contract now I will be willing to start with them but if not so then they need to come for their vacuum cleaner and take it away and forget about me.Thank you,[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]

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] Colorado. I 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 Mr. S[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]

I am writing with the final resolution of complaint number [redacted].  The distributor, [redacted], canceled Mr. [redacted]’s contract, including the financing, refunded the $158.00 down payment, and picked up the Kirby system.  As a matter of information, the contact information for [redacted] is as follows: [redacted], CO  81007[redacted]
Please let me know if you need any additional information. Thanks,