The Kirby Company

I understand people work hard for their jobs at this company and that canvassing neighborhoods can be difficultHowever, when the business practice is to completely ignore the potential customer repeatedly telling you "No" and then start lying to get in my door there is a huge problemA definitive clear "No" the first time should have been enough, please respect that and leaveReturning a few weeks later and saying the exact same sales pitch and completely ignoring the new "NO SOLICITING" sign and again ignoring the answer of "No" is NOT going to get you businessOne of the most disturbing things is the salesperson/canvasser flat out saying "oh well we will probably just keep coming back day after day until you let us spend minutes in your house to show you what a great product we have." Really?? This kind of behavior and policy is not okay

Thank you for allowing The Kirby Company (the “Company”) the opportunity to respond to the concerns raised by Rebecca [redacted] To provide some background information, the Company manufactures home cleaning systems and markets them exclusively to independently owned and operated businesses known as “distributorships.” These distributorships, through salespeople or “dealers,” then sell the systems directly to consumer end-users via in-home demonstrations As such, the Company is not a party to the sales contracts between the consumer end-users and the distributorships However, the Company does act as a mediator between the consumers and distributorships to help resolve matters amicably Ms [redacted] purchased her Kirby home cleaning system from [redacted] Family Home Cleaning Systems (“GFHCS”), a distributorship located at [redacted] *** On May 24, 2018, Ms [redacted] contacted the Company directly for assistance, and the Company immediately began mediating this matter That same day Ms [redacted] first contacted the Company, the Company received a copy of a refund receipt from GFHCS, showing that a full refund had been issued to Ms [redacted] The Company has contacted Ms [redacted] to confirm her satisfaction with the resolution of this matter but has not heard back from her We will continue to try and reach Ms [redacted] to verify her satisfaction with the resolution of this matterThank you again for reaching out to the Company and allowing us the opportunity to assist Please direct any further correspondence on this matter to me, as [redacted] is no longer with the Company

I'd like what was originally promised to me which is a new Kirby vaccum for the I already paid

Thank you for allowing The Kirby Company (the “Company”) the opportunity to respond to the concerns raised by Rebecca [redacted].  To provide some background information, the Company manufactures...

home cleaning systems and markets them exclusively to independently owned and operated businesses known as “distributorships.”  These distributorships, through salespeople or “dealers,” then sell the systems directly to consumer end-users via in-home demonstrations.  As such, the Company is not a party to the sales contracts between the consumer end-users and the distributorships.  However, the Company does act as a mediator between the consumers and distributorships to help resolve matters amicably.  Ms. [redacted] purchased her Kirby home cleaning system from [redacted] Family Home Cleaning Systems (“GFHCS”), a distributorship located at [redacted].  On May 24, 2018, Ms. [redacted] contacted the Company directly for assistance, and the Company immediately began mediating this matter.  That same day Ms. [redacted] first contacted the Company, the Company received a copy of a refund receipt from GFHCS, showing that a full refund had been issued to Ms. [redacted].  The Company has contacted Ms. [redacted] to confirm her satisfaction with the resolution of this matter but has not heard back from her.  We will continue to try and reach Ms. [redacted] to verify her satisfaction with the resolution of this matter. Thank you again for reaching out to the Company and allowing us the opportunity to assist.  Please direct any further correspondence on this matter to me, as [redacted] is no longer with the 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 complaint has not been resolved.  I did receive a call from Kirby, but there has not been a resolution.
Regards,   
Alzina [redacted]

I understand people work hard for their jobs at this company and that canvassing neighborhoods can be difficult. However, when the business practice is to completely ignore the potential customer repeatedly telling you "No" and then start lying to get in my door there is a huge problem. A definitive clear "No" the first time should have been enough, please respect that and leave. Returning a few weeks later and saying the exact same sales pitch and completely ignoring the new "NO SOLICITING" sign and again ignoring the answer of "No" is NOT going to get you business. One of the most disturbing things is the salesperson/canvasser flat out saying "oh well we will probably just keep coming back day after day until you let us spend 15 minutes in your house to show you what a great product we have." Really?? This kind of behavior and policy is not okay.

Bradley [redacted]
[redacted]
[redacted]   Re: #[redacted] -- Alzina M. [redacted]   Dear Mr. [redacted]:   Thank you for allowing The Kirby Company (“the Company”) an opportunity to respond to the concerns raised by Alzina [redacted] (“Ms. [redacted]”) in regards to...

her May 2, 2017 purchase of Kirby home cleaning system from VIP Marketing Inc. (“VIP Marketing”), an independently owned and operated distributorship of Kirby products.   As a bit of background information, the Company manufactures high-quality, home cleaning systems and markets them exclusively to authorized, independently owned and operated distributorships, like VIP Marketing.  Due to the Company’s vendor/vendee relationship with these distributorships, the Company is not a party to any sales contracts with consumer end-users; these contracts are between the consumer end-users, the distributorships that sell Kirby products, and, when, applicable, the companies that finance the contracts. These distributors must operate legally and ethically and provide the best in customer service; that is why the Company takes complaints against these distributors seriously.  When matters arise between consumers and the distributorships, the Company acts as a mediator to investigate and assist in resolving such concerns.   Upon receiving your letter, the Company immediately contacted VIP Marketing and Ms. [redacted]. Ms. [redacted] told the Company that her husband had arranged for the demonstration of the Kirby system, and she confirmed that she was present during the demonstration. She told the Company that she put the finance agreement with United Consumer Financial Services (“UCFS”) in her name because her husband’s credit was not good.  VIP Marketing confirmed that Mr. [redacted] had setup the appointment and that Ms. [redacted] was also present. VIP Marketing and UCFS both confirmed that Ms. [redacted] verified the terms of her financing agreement on the day of purchase, and UCFS stated that Ms. [redacted] has made several payments.   The only time VIP Marketing was contacted by the [redacted]s was several months after purchasing the product due to some questions they had regarding the shampoo system. A representative from VIP Marketing went to their home to show them how to use the shampoo system. At no point was VIP Marketing or UCFS notified by the [redacted]s of their intent to cancel. The first time this cancellation request was made was upon the filing of this matter with your office.   As Ms. [redacted] did not cancel within the federal three-day cooling-off period and because she does not qualify for cancellation under the Company’s Golden Ager/Disabled Consumer Purchase Cancellation policy, VIP Marketing will not be honoring her late request to cancel her purchase.   Should you or your office have additional questions pertaining to this matter, please do not hesitate to contact me at the contact information below, or Halle [redacted], [redacted], at [redacted] or ###-###-####.   Again, we thank you for allowing the Company an opportunity to respond.   Sincerely,   Sean [redacted]-------------------------------Sean C. [redacted]The Kirby Company[redacted]
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