Travco Enterprises, Inc.

From: *** *** Date: Mon, Oct 24, at 5:PMSubject: Complaint ID #: *** against Travco Enterprises, Inc.To: "[email protected]" Dear Revdex.com,I have been in touch with the owner, Travis W***, with Travco Enterprises, Incseveral
times last Monday (10-17) and Tuesday (10-18) He informed me that he had been in touch with the finance company and my situation was going to be resolved -- both returning my original vacuum and picking up the Kirby with no further commitment to purchase the Kirby He told me he would call me again to set up a time to meet at my house.I called Travis again today since I had not heard back from him He told me that he heard from the finance company that I had filed a complaint with Revdex.com and that he would make arrangements for the switch of the vacuums as soon as I contacted you and left you know that my issue had been resolved Therefore, that is the purpose of this email since my requested resolution to the issue was for me to get back my vacuum and have the Kirby vacuum picked up with the contract being voided with the finance company As noted in the subject line above, my complaint id# is ***.I am assuming you will contact him after receiving my email.Sincerely,--*** ***

[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 ***, and find that this resolution is satisfactory to me as long as the contract, further collections are stopped and the account balances are removed from my credit reporting properly
Regards,
*** ***

We apologize for any perceived rudeness during your phone call on 9/7/Upon reviewing your contract, your purchase date was 8/30/Three business days from that date was 9/2/16, which was written on your contractYou admitted to having a copy of your contract with notices of cancellation
attachedYou admitted on 9/7/that you did not mail your notice within the three business days, or send a telegramThe contract is clear, and states: You, the buyer, may cancel this transaction at anytime prior to midnight of the third business day after the date of this transactionThe law further states: To cancel this transaction, mail or deliver a signed and dated copy of this Cancellation Notice or any other written notice, or send a telegram, to You were made aware that since you did not mail in your timely cancellation, the transaction cannot be cancelledHere is a link to the FTC law, ***. We would be more than happy to assist you in any other way regarding your home system. The factory warranty has been activated, additional information can be found regarding your product at www.***.com. Feel free to contact us if you are in need of product assistance, or have any further questions

We are in receipt of *** ** ***'s comments, and we do note in our records that *** *** contacted our office via telephone prior to sending this complaint to the Revdex.com We did apologize on behalf of the representative during the phone conversation for
any inconvenience her mother may have experienced. She was asked if she would like a letter of apology on behalf of the representative, and she declined. She was told an inquiry would be opened on the matter and it would be addressed with the individual
Since both of her requests have been met, we ask that you close the complaint. We will also put her residence on a no call/ no visit list and submit to World Headquarters as a further gesture of good will

I would like to preface this letter by telling you I have owned a Kirby vacuum cleaner for fifteen years using it off and on in addition to using a smaller, more lightweight vacuum. Knowing there’s little resale value, I keep the Kirby mostly as a spare.
I would like to share my recent encounter with Travco Enterprises. They are based in both York and Harrisburg, Pennsylvania. They are a distributor of Kirby vacuum cleaners. In the hopes that no one will have to endure what I went through, I am sharing my story. I answered a knock on my door. A Kirby sales associate told me I could get my carpet cleaned for free and see the new Kirby at work. I told her I didn’t want my carpets cleaned and didn’t want to purchase a new vacuum. She said if I didn’t agree to the presentation she wouldn’t get a thirty-five-dollar bonus or a chance to win a trip. I told her I already have a Kirby and that I didn't want to buy another one. I removed my Kirby from the closet next to the front door and said I have one right here and I didn’t want to buy a new one. She said that mine looked old and asked if she could see it. I allowed her to come in in, still telling her I didn’t want my carpets cleaned and that I’m not in the market to buy a new one. We looked at the vacuum’s accessories and she told me what some of the attachments could be used for. Next, she got out her phone, and dialed a number (Nick’s number) and said, “We’re in”. Again, I repeated “I don’t want my carpets cleaned and I don’t want to sit through the pressure-loaded presentation. I asked the female associate if she was going to do the cleaning or someone else. She said it would be another associate. I asked her if she could do it and she said no. Next Nick shows up with another man, Darius. Without a knock on the door or using the doorbell, they both came barging in. Again, I made my negative statement, “I don’t want my carpets cleaned and I don’t want to purchase a new vacuum.” Nick then took the female associate out to the car leaving Darius with me. At this time Darius starts to set up. I asked him if he would just leave and we could say he did the presentation. Darius said that wouldn’t be ethical. Nick came back into my home and yet again I repeated that I didn’t want the carpets cleaned and I wasn’t interested in their presentation. At this point, Nick gets mad and started yelling for Darius to pack up. “‘We don’t need this kind of customer” were his words. Once again, between Nick’s ranting, I reminded both of them I didn’t want the vacuum or the presentation. “Why did you let her in your house?” Nick yells quite loudly now. I said she asked to see my old Kirby and I allowed her to come in and look at it, but not with any agreement of a presentation or carpet cleaning., We agreed to go out to his car and verify whether she was just in my home to check out my old Kirby or for someone to clean my carpets and do the presentation. As the two of us let my home and walked down my driveway, Nick started loudly screaming, “Stay away from my associate.” Nick got in the car and took off. I found out later the female associate was crying because I repeatedly said I do not want my carpets cleaned. I went back in the house where Darius continued to pack up. He apologized to me left and right for Nick’s poor behavior. I told him, he wasn’t to blame, but he should find a new representative. I requested a phone number for Kirby. The only contact information available was a web site on a box. I took the web address as that was all that was available. I thought perhaps they might have a business card, but that wasn’t a possibility. I looked up the web site and found a phone number. With all this information fresh on my mind, I was anxious to speak with a customer service representative. This was to no avail as the offices were closed on Saturday. Returning from my office, there’s pounding on my front door. This was actual pounding, not knocking. When I opened the door, Nick was there screaming, “Where is Darius? Where is Darius?” I told him Darius had left. At this time, I was escorting Nick off my property and Nick continues to yell that he was going to report me as a sex offender and a pervert perhaps because I had asked her if she could clean the carpet rather than one of the other associates. Nick continues to yell and continued to call me a pervert multiple times. I live in a development where the homes are close. I’m sure my neighbors could hear him repeating his ugly slurs. I was totally embarrassed as they drove off, just wondering what my neighbors were thinking.
Monday, June 25, I called the Travco Enterprise and was able to talk to the owner, Travis Wyble who was expecting my call. He told me I was at fault for their unprofessional attitude. He called me a liar and continued the conversation with threats that he was going to call the police and report me for sexual harassment. He also said I had sexually assaulted the female associate by asking her if she would be the one cleaning the carpets. My next call was to the Kirby Company. Although they listened to my story, they weren’t in the least bit interested. They asked what I wanted. I really wanted Nick fired for the way he treated me, but they can’t do anything about that because he is employed by Travco. They offered to contact Travco for their side of the story. Kirby called back the next day and told me what Mr. Wyble said had happened. His story was one lie after another and also said he did apologize for his associate’s actions. I guess after Mr. Wyble called me a liar, said it was all my fault and constantly threatened me, I must have missed that apology. Kirby said, “Cased closed.” To summarize this Travco Enterprise experience, I would say the three employees were extremely unprofessional, they don’t understand the word, “no”, they have a tendency to lie and they don’t seem to care enough to apologize for their behavior. The owner, Travis Wyble, is one of the most unprofessional persons I have ever met. He also lies and tends to threaten prospective customers in an abusive manner. Kirby doesn’t seem to care about their customers and how poorly they are treated by these franchise associates; their interest seems to be in receiving franchise checks

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I would like to point out a few things.  My wife never stated that the letter wasn’t mailed back in a timely manner.  She mailed the cancellation form the following day on 2/11/14.  I also did not show any interest in paying off the loan.  I did obtain how much the loan was and asked several questions about it to obtain information regarding the loan after being told repeatedly that there was nothing I could do to return the vacuum.  Let me again state I do not want to pay for this product.  I would like to return this immediately.  
The salesman coerced my wife into entering into the contract under false pretenses.  He also had my wife forge my signature on the contract without my consent, took our vacuum without our knowledge, and the cancellation form was mailed on 2/11/14.  There isn’t even a mention of this supposed trade-in on the contract. On 2/27/14 [redacted] stated he thinks we received $100 for it because that’s what they give most customers but you couldn’t say for sure.  
They have not addressed any of the serious questions raised about the practice of their salesman.  Again, I would like to reiterate that I want to return this vacuum immediately.
Attached is the letter I emailed to his company on 3/12/14.

Our records indicate Ms. [redacted] has never called our company. Our records indicate a representative going to her home on 7/13/17 to take care of cancellation. She was not home. Message was left to call us when she would be home, so we could come back. She never called. We sent a manager there 8/1/17...

who stopped by several times and left a message to call with no response.  A message was left to contact us immediately to make goods available or she will remain liable for all terms of the loan. No one ever called. As defined in Federal Trade Commission “cooling off” rule, which is codified as Title 16 CFR Part 429,If you cancel, you must make available to the seller at your residence, in substantially as good condition as when received, any goods delivered to you under this contract or sales;If fail to make the goods available to the seller, or if you agree to return the goods to the seller and fail to do so, them you remain liable for performance of all obligations under the contract. Ms [redacted] did not make the goods available. If she knew she was going to be out of the country, she could have shipped back or returned the merchandise to us. She could have called our office or the finance company. She has not contacted anyone until over (5) five months later.  The cancellation was void when she failed to make goods available or return any calls. At this point, as a good will gesture, we will accept a return of the merchandise to prevent any future obligations. Once all merchandise is returned to us, any further payments will be stopped. We will release her from the balance of her contractual obligation. She will be responsible for the payments already made to the finance company. This is for the time she had the equipment and did not make any attempt to contact us or return merchandise. We will be contacting Ms. [redacted] by telephone to relay this gesture of good will.

February 2, 2017[redacted]Revdex.com of Metro Washington DC & Eastern PennsylvaniaRE:      [redacted]            Revdex.com Assigned ID #[redacted]Dear [redacted]:Thank you for allowing Travco Enterprises, Inc. (“Travco”), an authorized, independently owned and operated distributorship of [redacted] products, the opportunity to address [redacted]’s concerns regarding her purchase and subsequent cancellation of a [redacted] system from us here at Travco. Based upon a thorough review of all relevant documentation and records pertaining to **. [redacted]’s purchase, Travco honored **. [redacted]’s original request to cancel her purchase. Her financing agreement with United Consumer Financial Services (“UCFS”) has been officially canceled, thus relieving her of any financial liability. Additionally, in our continued efforts to provide excellent customer service, Travco agreed to allow **. [redacted] to retain possession of her [redacted], again at no cost to her, based upon the circumstances surrounding this particular matter.**. [redacted] confirmed to a representative from The [redacted] Company’s Consumer Relations Department, who was assisting in mediating this matter between us and **. [redacted], that she is satisfied with the resolution of this matter.Should you or your office have any concerns, please do not hesitate to contact us directly. Again, we thank you for the opportunity to address **. [redacted]’s concerns and to subsequently resolve them to her satisfaction.Sincerely,Travis W[redacted]Factory Distributor

March 10, 2014
Dear [redacted],After reviewing our notes, we note the following facts: A legal and timely cancellation was not sent by you or received by our office. Therefore, the contract you signed and verified the terms on 2/10/14 remains legally binding, and you are liable for...

the terms listed to [redacted].The FTC cooling off law written on the contract gives all consumers THREE (3) BUSINESS DAYS to change their mind and cancel the contract. Please read your yellow copy of the contract again as advised. As it was explained to you the first time you called our office on February 24, 2014 the burden of proof to legally cancel is your responsibility. This means the signed cancellation notice or any other written notice must be delivered to us with a postmark of 2/13/14 or earlier. We would have accepted an express carrier such as [redacted] or [redacted] with that date or a telegram order as proof of timely mailing. You also could have hand delivered the notice to our office as stated. As you indicated the second time you called, you realized a legal and timely cancellation was not sent. We encourage you to honor your payment arrangement, to preserve your credit rating and prevent collection actions. When I spoke to your husband on February 28, 2014, he expressed a desire to pay the loan off early. I had offered to add a 90 Same as Cash option as a gesture of good will, and I can extend that to you as well.We are here to offer any assistance regarding questions or service needs. We stand by our product 100% for sales and service.Thank you for your attention to this matter.

We are in receipt of [redacted]'s comments, and we do note in our records that [redacted] contacted our office via telephone prior to sending this complaint to the Revdex.com. We did apologize on behalf of the representative  during the phone conversation for...

any inconvenience  her mother may have experienced. She was asked if she would like a letter of apology on behalf of the representative, and she declined.  She was told an inquiry would be opened on the matter and it would be addressed with the individual. Since both of her requests have been met, we ask that you close the complaint.  We will also put her residence on a no call/ no visit list and submit to World Headquarters as a further gesture of good will.

Dear [redacted]It is unfortunate that you did not answer to door on 7/12/16 to speak to the representative during your scheduled appointment time. We would have liked to opportunity to resolve this in person at that time.  We have sent you a certified letter and asked the finance company to...

call you as well. We did make an attempt during the contract cancellation window and have proof of such. We welcome the opportunity clear up any confusion, and look forward to working with you to achieve a mutually acceptable resolution.

We have sent customer a certified letter on 12/28/16 with our findings: reference tracking # [redacted]. Customer was aware of letter being sent. Upon tracking the letter, USPS states a notice was left on 12/30/16. We have been waiting for customer to accept certified letter, so...

we may discuss a resolution with her. [redacted] Company consumer relations is also involved in finding a resolution. [redacted] Consumer relations will be contacting customer on Monday 1/30/17 to discuss. We cannot move forward until all the information is investigated.

on July 12 I indeed spoke to eric on the phone about him coming to my house to resolve the issue. we agreed on a time of 5pm which indeed I sat on my back porch and talked to eric about this matter. I never received any certified mail. I was the one who initially contacted the loan company letting them know that I canceled the loan. I was also the one who initiated the call for a pick up to be arranged. when I saw and spoke with eric about the proof he had about coming to my house to retrieve the vacuum he pulled out a pic on his phone of my house yes but it was taken on june24 at 1246pm. so first of all that is past the twenty day mark and secondly I told the secretary I wouldn't be home until after 3pm on week days im off on the weekend. so coming to my house when it is known that I wouldn't be there is not very smart or professional. I never received a call from any one at that company regarding pick up of the vacuum until july8 which was a Friday because july 11 which was a Monday was the due date of my first bill. yes my phone records will support the incoming and outgoing calls to and from your company the loan company your sales associate and myself. again the only proof that eric showed me that he made an attempt to collect this vacuum was june 24th at 1246pm. before that my phone records will show that no one contacted me prior to that date and no other picture was shown to me either. it is my understanding that they are supposed to take a picture of my residence showing proof that they came. he had proof 4 days after the contracts 20day pickup window for you guys as far as the contract CLEARLY states. so im asking that you honor the contract that you have me honor as well and that means I am within my rights to keep the vacuum cleaner.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I canceled when and how I was supposed to per the Travco Enterprises Inc contract. see my tracking # for USPS [redacted]. Phone records will show that I called the Travco offices, the financial institution as well as consumer relations re: this matter from 12/1 the date of purchase up until 12/30. I never received anything from Travco on 12/30 and no one came to my home or left anything for me to sign. To date phone records will show I have not received any call from Travco. If this matter is not resolved and threatens my credit I will have no choice but to take legal action. 
Regards,
[redacted]

Review: On 2/10/14 [redacted] from Travco Enterprises came to my house and spoke with my wife. He did a product demonstration. My wife then told him that she needed to consult with me before making a decision. He explained to her that she could keep the vacuum for 3 days and to mail the cancellation form in and that someone would be out to pick the vacuum up. To do this he told my wife she needed to sign a contract and needed her SS number so he would be able to leave the vacuum with her. He also asked her for my SS number and told her to sign my name to the document. He did not explain why she was signing the contract and never explained that she would be responsible for paying for the vacuum if there was any issues with them receiving the cancellation form. He also took our old vacuum without our knowledge. On the contract itself there is no mention of a trade in etc. On 2/11/14 my wife filled out the cancellation form and mailed it Travco Enterprises.

After no one showed up to pick up the vacuum, my wife initially called Travco Enterprises on 2/24/14 and spoke with [redacted]. [redacted] informed her that the company never received the cancellation form and that it was now our vacuum. My wife then placed a second call later on that day and again spoke with [redacted]. [redacted] was very blunt and rude and told her theres no proof you sent us anything.

My wife explained the situation to me on 2/27/14. I then called and spoke with the owner of the company “[redacted]”. He was very argumentative on the phone. Basically told me to go ahead and contact the Revdex.com and the attorney general about my purchase. He said we have no proof that anything was sent. After explaining to him that his salesman had my wife forge my signature, he told me that it was “hearsay”. I then told him that we did not know where our old vacuum was. He told me that we traded it in but he could not tell me how much we supposedly received for our old vacuum.

The contract itself has many discrepancies. It shows a cash downpayment of $12.94. My wife did not pay them anything. It also has a line through the section of “trade-in”. On the phone, [redacted] stated we received money for a trade-in. Finally, the salesman had my wife forge my signature without my consent or knowledge.

We have not used the vacuum since the salesman’s demonstration. We do not want the vacuum. The cancellation form was properly filled out and sent. We want to return this vacuum immediately.Desired Settlement: I would like to cancel the transaction and return the vacuum immediately.

Business

Response:

March 10, 2014Dear [redacted]. [redacted],After reviewing our notes, we note the following facts: A legal and timely cancellation was not sent by you or received by our office. Therefore, the contract you signed and verified the terms on 2/10/14 remains legally binding, and you are liable for the terms listed to [redacted].The FTC cooling off law written on the contract gives all consumers THREE (3) BUSINESS DAYS to change their mind and cancel the contract. Please read your yellow copy of the contract again as advised. As it was explained to you the first time you called our office on February 24, 2014 the burden of proof to legally cancel is your responsibility. This means the signed cancellation notice or any other written notice must be delivered to us with a postmark of 2/13/14 or earlier. We would have accepted an express carrier such as [redacted] or [redacted] with that date or a telegram order as proof of timely mailing. You also could have hand delivered the notice to our office as stated. As you indicated the second time you called, you realized a legal and timely cancellation was not sent. We encourage you to honor your payment arrangement, to preserve your credit rating and prevent collection actions. When I spoke to your husband on February 28, 2014, he expressed a desire to pay the loan off early. I had offered to add a 90 Same as Cash option as a gesture of good will, and I can extend that to you as well.We are here to offer any assistance regarding questions or service needs. We stand by our product 100% for sales and service.Thank you for your attention to this matter.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I would like to point out a few things. My wife never stated that the letter wasn’t mailed back in a timely manner. She mailed the cancellation form the following day on 2/11/14. I also did not show any interest in paying off the loan. I did obtain how much the loan was and asked several questions about it to obtain information regarding the loan after being told repeatedly that there was nothing I could do to return the vacuum. Let me again state I do not want to pay for this product. I would like to return this immediately.

The salesman coerced my wife into entering into the contract under false pretenses. He also had my wife forge my signature on the contract without my consent, took our vacuum without our knowledge, and the cancellation form was mailed on 2/11/14. There isn’t even a mention of this supposed trade-in on the contract. On 2/27/14 [redacted] stated he thinks we received $100 for it because that’s what they give most customers but you couldn’t say for sure.

They have not addressed any of the serious questions raised about the practice of their salesman. Again, I would like to reiterate that I want to return this vacuum immediately.

Attached is the letter I emailed to his company on 3/12/14.