Winn Marketing

Our representative installed the [redacted] system to Mr[redacted] on Saturday January 18, He was extremely satisfied with the equipmentand thought the [redacted] were be helpful to his family and childrenMs[redacted] was not in the home during the presentation and decided they did not need the homecare systemWe received a notification to cancelled the transaction The following weekend we picked up the equipment and returned the vacuum trade-inIt came to our attention it was the wrong trade inWe apologized for the inconvenience and returned there right full vacuum to the [redacted] 's, apparently the attachments had fell off the vacuum and were missingWe did return all the attachments via hand packaged and deliveredWe apologize for the inconvenience and will make sure we do not have a incident like this happen in the futureThank You Mgmt

We have explained the cancellation policy every time we speak to the customer, Her spouse has came to the office and we stated what the contract reads: You may cancel this transaction within (3) business days, without any penalty or obligation. It states the process on the paperwork where the signature and date of contract are listed. We cannot honor any late cancellations if we do not receive in the allowed time frame.If the customer does need assistance with the equipment we can have a representative come out to use the equipment. We have also provided a DVD and owners manual for instructions.

We market our new way to clean carpets in a (2) step processDeep Clean and then ShampooThe representative who is fairly new to the company did not shampoo due to high existing condition in the carpetHe focused more on other cleaning methods to be used in the home instead of the task at handI
spoke Ms*** and apologized to her about the representative not full-filling his obligationWe have tentatively set -up the shampoo of the carpet at both parties availability within the week of Sept

to be clear I called times and it finally took me filing a complaint to get the attachmentsame sent back
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because: I have called much more than timesSometimes it's been times in a weekI have never been helped with proceeding with the cancellation processI have it in writing (date and time stamped) that I requested to return the vacuumI contacted the following day, within hours, for the returnWhich is less than the days that is in the contractEverytime I bring this up to the company, they refuse to look at it and proceed to tell me "There is nothing we can do." I want the vacuum returned and to get my full money back

I had filed a complaint about not being granted a refund, but the business has since provided me with the refund. I would like to cancel Complaint ID: *** v/r*** ***

I am rejecting this response because:  They did deliver vacuum attachments however, they are not the correct attachments to our machine.  By sticking a post it with our last name on it on the items does not mean it was "our" attachments.  It is clear that they lost our attachments.  We do appreciate the attempt to at least get us something.

Our representative installed the [redacted] system to Mr.[redacted] on Saturday January 18, 2016. He was extremely satisfied with the equipment. and thought the [redacted] were be helpful to his family and children. Ms.[redacted] was not in the home during the presentation and decided they did not need the...

homecare system. We received a notification to cancelled the transaction The following weekend we picked up the equipment and returned the vacuum trade-in. It came to our attention it was the wrong trade in. We apologized for the inconvenience and returned there right full vacuum to the [redacted]'s, apparently the attachments had fell off the vacuum and were missing. We did return all the attachments via hand packaged and delivered. We apologize for the inconvenience and will make sure we do not have a incident like this happen in the future. Thank You Mgmt.

We apology for any inconvenience Ms. [redacted], may have been caused. We have talked to her on several occasions, and we have informed her about the 3 day cooling off period which California Law allows consumers who purchase items door to door may cancel with out any obligations.  We...

have spoken to her on the phone at least 4 times and explained everything in detail. Our contracts gives exact details as to what the customer needs to do, regarding cancellation. We regret she was not happy with the out come.  We have offered Ms. [redacted]  further assistance with the equipment if she has questions.

We have explained the cancellation policy every time we speak to the customer, Her spouse has came to the office and we stated what the contract reads: You may cancel this transaction within (3) business days, without any penalty or obligation.  It states the process on the paperwork where the signature and date of contract are listed.  We cannot honor any late cancellations if we do not receive in the allowed time frame.If the customer does need assistance with the equipment we can have a representative come out to use the equipment. We have also provided a DVD and owners manual for instructions.

We receive so many vacuum on a daily basis, we need to relocate the attachments and forward. We are aware is was a red vacuum attachment we can forward these tools.  If we had received a call we could have resolved the issue earlier.  We are not trying to hold any tools. We do want to return any trade in that was given back to the owner.  We are extremely apologetic. We will locate the items and send out.Thank youMgmt.

Review: I bought a [redacted] vacuum on March 5, 2016. The next day I realized the vacuum wasn't going to work out for what I need around my house. So I contacted the lady who I had been talking to before I bought the vacuum and she had set up the showing of the vacuum at my house. I had told her I wanted to return the vacuum, and in the contract it said I had 3 days to return the vacuum. Even after telling her I wanted to return it, nothing got done for about two weeks. She was in contact, but no progress had been made. She had finally told me after 2 weeks I had to contact the office in Yuba City to do the return. I drove an hour to the office with vacuum and supplies in the vehicle planning to return it. And when I talked to the lady at the front desk she just kept telling me how I was way passed the 3 day deadline to return and there was nothing to be done. I had, and still currently do, have it in writing that I was trying to return the vacuum the following day I bought it. I have been calling and trying to return the vacuum sense March 2016, and it is now June 10, 2016 and still nothing. Most of the time when I call, they do not answer so I leave a message or they ask if they can call me back. They have maybe called back three times? One lady at the office during one of the calls had told me to talk to the owner, [redacted], and so I've currently been calling almost everyday for 3 weeks to talk to him. Most of the time twice a day, and he's always "busy". He has never called me, but his office staff keeps saying they'll give him the message. Today, June 10, 2016, I called to try to talk to [redacted] and the office lady said [redacted] had stepped out and to call back in 20 minutes. So I waited, and called back in 20 minutes. When I asked if [redacted] was in yet, she said "[redacted] went out to lunch. He's not back yet" (all said very rudely) and hung up on me when I was trying to ask if I can leave a message for him to call me back.Desired Settlement: I would like if they would refund me the full amount I paid. And also give me back my trade-ins. I had given them a white [redacted] shampooer and a red and black quick-up vacuum in exchange for some amount off of the total amount for the [redacted] vacuum.

The vacuum was purchased under my husband, [redacted].

Also, I think an apology letter would be nice. The company was very rude and I was hung up on many times and spoken down to almost every time I called.

Business

Response:

We apology for any inconvenience Ms. [redacted], may have been caused. We have talked to her on several occasions, and we have informed her about the 3 day cooling off period which California Law allows consumers who purchase items door to door may cancel with out any obligations. We have spoken to her on the phone at least 4 times and explained everything in detail. Our contracts gives exact details as to what the customer needs to do, regarding cancellation. We regret she was not happy with the out come. We have offered Ms. [redacted] further assistance with the equipment if she has questions.

Consumer

Response:

I am rejecting this response because: I have called much more than 4 times. Sometimes it's been 4 times in a week. I have never been helped with proceeding with the cancellation process. I have it in writing (date and time stamped) that I requested to return the vacuum. I contacted the following day, within 24 hours, for the return. Which is less than the 3 days that is in the contract. Everytime I bring this up to the company, they refuse to look at it and proceed to tell me "There is nothing we can do." I want the vacuum returned and to get my full money back.

Business

Response:

We have explained the cancellation policy every time we speak to the customer, Her spouse has came to the office and we stated what the contract reads: You may cancel this transaction within (3) business days, without any penalty or obligation. It states the process on the paperwork where the signature and date of contract are listed. We cannot honor any late cancellations if we do not receive in the allowed time frame.If the customer does need assistance with the equipment we can have a representative come out to use the equipment. We have also provided a DVD and owners manual for instructions.

Review: The vacuum cleaner I purchased is defective. I have tried reaching someone about the problem to no avail. I want to return the item.

The vacuum cleaner is defective and no one can be reached at customer service or their office. The model is the Kirby Sentria II. It was purchased on 3/30/2013 and the problem occurred April 30,2013. I am paying $90.36 a month for 36 months by ACH. The interest rate is 22.81% and the total cost is $3252.24. The sales rep or the company is not reachable at any phone number. They are not living up to their warranty or their promise to always be there to fix the vacuum. Desired Settlement: I want the vacuum removed and any money that has been paid to them refunded and my contract cancelled.

Business

Response:

Business' Initial Response

We will contact the consumer immediately to resolve this problem. We will have the warranty honored and arrange for pickup and delivery of the unit.

Thank you.

Review: We cancelled our contract in the time frame per the contract and the owner came by and picked up the [redacted]. He did not have our original vacuum with him so it was dropped off days later. However, it was missing pieces. The hose wand attachment and the small power brush attachment. I called [redacted] and informed him of the missing pieces and he said he would put them in the mail. A week or so later we still don't have them. I called again and he said he would go to the warehouse and get them and mail out to me. Well another week later and still no parts. It specifically states in his contract that he has 10 days to get our machine back to us in the same condition as it was given. Well it's been almost a month and we still don't have the parts. He is in breach of contract.Desired Settlement: I would like the pieces to our machine seeings how we use them in our house. If he has lost them then I need a new machine that is the same as what I have, not from someone else.

Business

Response:

Our representative installed the [redacted] system to Mr.[redacted] on Saturday January 18, 2016. He was extremely satisfied with the equipment. and thought the [redacted] were be helpful to his family and children. Ms.[redacted] was not in the home during the presentation and decided they did not need the homecare system. We received a notification to cancelled the transaction The following weekend we picked up the equipment and returned the vacuum trade-in. It came to our attention it was the wrong trade in. We apologized for the inconvenience and returned there right full vacuum to the [redacted]'s, apparently the attachments had fell off the vacuum and were missing. We did return all the attachments via hand packaged and delivered. We apologize for the inconvenience and will make sure we do not have a incident like this happen in the future. Thank You Mgmt.

Consumer

Response:

I am rejecting this response because: They did deliver vacuum attachments however, they are not the correct attachments to our machine. By sticking a post it with our last name on it on the items does not mean it was "our" attachments. It is clear that they lost our attachments. We do appreciate the attempt to at least get us something.

Business

Response:

We receive so many vacuum on a daily basis, we need to relocate the attachments and forward. We are aware is was a red vacuum attachment we can forward these tools. If we had received a call we could have resolved the issue earlier. We are not trying to hold any tools. We do want to return any trade in that was given back to the owner. We are extremely apologetic. We will locate the items and send out.