The True Our Brothers Keepers, Inc.

Unfortunately [redacted] is not our customer, we have spoken with our customer Maureen [redacted] and have done the very best we can to help her by giving her her old Shark vacuum.  We will do the very best we can to give her and all our customers the best service possible and a quality product. We hope that she becomes a lifelong Kirby customer like so many of our other happy customers. If you need any assistance on the machine or need supplies just give us a call the sticker and phone number is on the back of the handle. If it is after business hours you may leave a message on our service and we will get back to you
promptly.

Continual call from this company from different phone numbers. I am on the do not call list and have never/will never do business with this company. They called me from 623-516-0556, using the caller ID Bright Shiny

Based on our experience with Sun West, I recommend that you steer well clear of this company. This is no reflection on Kirby machines, just Sun West. In our experience, there was no transparency, and what appears to us a deliberate effort to conceal their purpose. First, at NO POINT was the Kirby brand named, or the expectation that we would purchase a machine. Second, we were not told that the service required a presentation of their product, or that both my wife and I were required to be present for a demonstration. I was offered a free cleaning, which I declined. As I told the phone representative, I was suspicious of the offer of a free cleaning service. The representative expressed understanding, but assured me that all they wanted to do was provided the service and collect an honest review. With that assurance, we scheduled a cleaning. I was out of town when the call came on the date of the service, confirming our appointment. I told the service man that my wife was at home, waiting on him. That is when I was told he could not perform the service unless I was present for the demonstration he was required to give. He offered to reschedule. I declined, explaining that I was only interested in a cleaning. I had no interest in a demonstration. Two days later, the sales representative called. She apologized for the inconvenience. She confirmed that my wife and I must be present, but she assured me that the demonstration only consisted of the cleaning, and all that they were looking for was a positive review of their service. A few moments ago, the service technician arrived - 1.5 hours late. During that time, I had 3 contacts with a phone representative. After the third call, I told her we were no longer interested. Ten minutes later, the technician showed up. I told him that he could clean the furniture if he wanted to, but we were not interested in a product demonstration, nor giving a review. By that point, I assured him that it was best if we said nothing about their company. After calling his agent, he told me he could not clean our furniture without trying to sell me a machine - and left. He was polite and understanding - but at no point in this process did anyone ever mention the Kirby brand. I found that connection on this web site. This company lacks transparency. The sales reps I dealt with had no interest in me as a customer, only in trying to make a sale or get a commission from Kirby for trying.

Sat through over an hour kirby vac presentation, and when I did not like the price of $2,499.00, and told him I was not interested he proceeded to try other tactics to get me to buy, and when I refused, he called his boss. I picked up telephone during the conversation, and heard his boss saying "so she doesn't want it, bla,bla,bla,bla." You gave her all the pitches!! I had to literally throw the guy out of my house, and he sat on my curb for at least 30 mins. to wait for someone to pick him up. The whole experience was very non-professional! Kirby is a good product, but I would not have purchased from this company at that price, or pressure of the salesman or his boss with his verbal abuse. Searched the internet and the most expensive Kirby was $1,295.00. Is this a scam??

We have added the phone number to our do not call list. We apologize for any inconvenience

Customer explained her dissatisfaction well. This is a great opportunity for us to learn & grow & teach better. She is happy with our resolution and was friendly to talk to. If there is anything else we can do please let us know.

The customer service is terrible. We purchased a new Kirby and it was barely out of warranty and they would not honor the warranty. I was told to bring it in and they could probably fix it on the spot. Went there and they do not fix them or even look at them there. Sent it out for repair and call once or twice a week to see if it is back. After almost a month, I called the corporate office and their response was "I can send an email but that is all I can do". I called on Monday and they told me maybe Wednesday it might be in since they only get shipments once a week. I called back on Tuesday to see if I can get any phone numbers to call and they tell me it is sitting right there. I asked how long it had been sitting there and he said what difference does it make it is here. There is not a single person in the store that cares about thte customer. I received lots of attention upon purchasing but if you are not buying something, then forget it. This has been a terrible experience and as much as you pay for the vacuum, you should get a little service. I called about the broken part before the warranty was up but since it is not close, I had to drive it in and then the warranty was over. I would NEVER NEVER NEVER buy anything from them. You would think that the corporate office would care but they also can care less. The Sun West people are absolutely rude and cannot be bothered with anything but sales.

Sun West Kirby mis-representated themselves. They said they would clean three rooms upholstery and carpets for free. I said OK, come on down. They proceeded to give a sales presentation of the Kirby Avila vacuum cleaner for 2-1/2 hours. The price started at almost $3,000, by the time they were finished it came down to $1,569 (which I found out is about what a new unit sells on the Internet). I still wasn't buying. So when I demanded that they make good on their offer to clean my carpets, they said they didn't even bring the right equipment (vacuum bag). So the guy offered just to shampoo my carpets without even vacuuming them first. The shampooing was worthless. All it did was drive the dirt further into the carpet.. I was disappointed and very angry.

I did offer to get her [redacted] vacuum back to help with her vacuuming the upstairs, she declined.  I still have it here at the office and will have it delivered to her on 4/15/14 at 830 AM.

I got a phone call from them saying they would give me a free shampoo carpet cleaning. It would take 45 mins. long. They just wanted to show off their new carpet shampooer. NOT a vacuum!!! After 4.5 HOURS long, I just gave up. I am 48 hrs old raising 2 grandchildren, I work part time due to my back and knee problems. I told them the 2nd day they came back due to the contract being wrong and having me resign it again, I DID NOT want the vacuum, it is to hard for me to bend down and switch out things. Nothing ever happened. There is 2 people running this company. Zach and Jeanette!! They are both husslers. Will not work with you. My advise is not to buy from them. They are hussling elders and just don't care. I am taking this to the news and facebook and their website. I should of looked them up before anything. NEVER AGAIN> I am 1200.00 in debt now because of them.

Thank you for bringing this to our attention. We have mailed a Dyson to Mrs. [redacted] via UPS (tracking #[redacted]) on Monday, November 16, 2015. We apologize for the experience she had with our company and will use this information as a teaching tool. Thank you and if there are any other...

questions or concerns please call us.

Stupid company keeps calling from 5 or 6 different phone numbers at all hours of the day. All kinds of small talk designed to ease my tension.

Sun West called my wife and said we were entered into a drawing for $1,000 worth of food and that we had won free carpet cleaning of 3 rooms. My wife asked if they were selling anything and Sun West said "no, they just wanted our opinion on something and it would take only an hour". They lied. My wife agreed and two men came out and proceeded to begin what turned out to be a sales pitch of a Kirby vacuum cleaner. It was very, very high pressure selling. After two hours they got around to the price, which was $2,500. We told them "NO WAY". They kept changing the payment terms, but never quoted the interest rate or total to pay. They finally called their boss and got an "even better" deal. It was still way too expensive. The price was about double what Kirby vacuums sell for and the payment terms were undisclosed. They did try to clean the carpets with their Kirby vacuum cleaner. It did a poor job of cleaning. We told them to get out, which they finally did after wasting over 3 hours of our time.

Sunwest did a good job of demonstrating the new Kirby vacuum system. The Kirby works amazingly. However their sales trick of not allowing the customer to think about the offer overnight is an offensive marketing technique! My husband and I did not live together for 51 years by making snap decisions. We look at finances and make a decision after sleeping on the offer. So the salespeople should be allowed to extend their offers at least 24 hours! The customer should not be penalized because they are cautious with their budget.

Although others have posted several negative reviews about Sun West Kirby, I would like to say that my experience with them has been nothing but positive and I highly recommend this company. The vacuum cleaner I purchased from this company in November of 2015 is awesome and worth every penny. Sun West Kirby has followed through with everything promised when I purchased it; and I have received top notch customer service assistance from them. Case in point: the belt on my vacuum cleaner recently broke. The receptionist attempted to assist me with replacing it over the phone; however, I asked if I could bring it in and have someone show me how to replace it so I took it in today and was assisted by a wonderful girl named "Jessica." "Jessica" took the old belt off for me, replaced it with a new belt, and even gave me another spare belt for free. She is an awesome representative for Sun West Kirby and I have only good things to say about this company.

we sent a new dyson to this customer. we apologize for the delay and if there is anything else we can do please contact us. thank you

This all started when I received a call about a free gift. Gullible me, I fell for it and asked for a free floor cleaning. The salesman showed up late, apparently they had the wrong address in their system. I understand mistakes happen, but when you schedule a time with a potential customer, it would make sense to me for the salesman to contact the customer on the phone to verify the address if you can find the address. I decided to purchase the vacuum. After having second thoughts, I contacted Sun West within the 3 days to return the vacuum, telling them that $2000 was too much for me to spend on a vacuum cleaner. The person I talked to on the phone then offered me a lower price of $1600, which I accepted. The salesman and another Sun West employee came to my house, late again (still had the wrong address in their system), to re-sign the new contract. I'm not sure why I wasn't offered that price to begin with, especially since we took a used demo model. So I have had the vacuum about 7 months, and was having a problem with the on/off button. I tried to call the salesman on February 15, 2016, he had given me his direct phone number when I bought the vacuum and said "call me if you have any problems." Well, I called the number, and it doesn't accept incoming calls. WHAT?!!! I contacted Sun West Kirby on February 15th, was asked what was wrong, I explained the on/off button wasn't working, and that the brake pedal was making a clattering noise when vacuuming. I was then informed I would need to bring the vacuum to their office, which is about 15 miles away from my home. The person on the phone did not ask for any other information from me. So after work I took the vacuum to Sun West's office. A man came out to the lobby and asked how he could help me, and I explained the on/off button issue, as well as the brake pedal. The man connected a bag to the vacuum, and it started. So that was operator error on my part, but why couldn't the person on the phone help me troubleshoot for such a simple issue, rather than making me travel 30 miles to be treated so rudely. Basically, after the man explained that it was a safety issue, that the bag was not connected properly, he asked "what else?" In other words, what else is wrong? I got the impression that we were bothering him by asking him to service a vacuum I have had for 7 months and am paying $1600 for! At this point a salesman came out to the lobby, overheard me talking to the man that was initially assisting me (if you could call it that) and told me that the clattering noise from the brake pedal was normal, that's just how they made them. I find that really hard to believe. I think the most disappointing thing for me is that I have always respected the quality of Kirby products, but given the experience I had with Sun West Kirby, I would never buy a vacuum from them again. Kirby has been in business for 100 years, and I'm pretty sure they would have never made it 100 years if this was the kind of customer service they provided over the years. Sun West Kirby is putting a black mark on the respected name of Kirby. It's a shame.

WE HAVE TRIED TO CONTACT THIS CUSTOMER AND LEFT A COUPLE OF MESSAGES. WE ARE MORE THAN HAPPY TO HELP WITH THE KIRBY BUT UNFORTUNATELY THEY ARE PAST THE 3 DAY CANCELLATION PERIOD. IF THEY WOULD LIKE US TO HELP THEY CAN CALL OUR OFFICE AT THE NUMBER LISTED ON THE BACK OF THE MACHINE. THANK YOU FOR...

YOUR UNDERSTANDING IN THIS MATTER.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

We have added  your  phone  number ###-###-#### to our [redacted] list. We also abide by the national [redacted] registry guidelines and get pre-scrubbed lists from [redacted]. We apologize and please accept this gift for your  inconvenience.